Refunds & cancellations

Cancelling an order

To cancel an order before the store accepts it, contact us with your order number and our team will cancel it. For an order paid online, the refund starts as soon as it is cancelled.

[PLACEHOLDER: Neo to confirm whether an order can be cancelled after the store has accepted it]

If a store cannot take your order, we pass it to another nearby store or to Neo. If nobody can fulfil it, the order is cancelled and we tell you by email and, if you have turned them on, by notification.

Items the store does not have

If the store marks an item in your order as unavailable, that item is removed from the order and you are not charged for it. For an order paid online, the amount for that item is refunded automatically.

Refunds for online payments

Orders paid online through Razorpay (UPI, cards or netbanking) are refunded to the same method you paid with. We start the refund as soon as the order or item is cancelled.

[PLACEHOLDER: Neo to confirm the refund time, usually 5–7 working days]

Cash on delivery orders

If you pay cash on delivery, nothing is collected for items that are unavailable or for an order cancelled before delivery.

[PLACEHOLDER: Neo to confirm how cash refunds are paid]

Damaged or wrong items

Please check your order when it arrives. If an item is damaged, expired or not what you ordered, tell us with your order number.

[PLACEHOLDER: Neo to confirm the return window and process]

Questions

[PLACEHOLDER: support email and phone]