1. Introduction

This Refund, Return & Cancellation Policy ("Policy") explains the conditions and procedures applicable to cancellations, returns, replacements, and refunds for products purchased through NGOBazaar, an online multi-vendor marketplace operated by NGOFeed Digital Solution Private Limited ("NGOBazaar", "Platform", "Marketplace", "Company", "we", "our", or "us").

NGOBazaar connects customers with independent sellers offering products through the Marketplace.

We aim to provide customers with a fair, transparent, and convenient process for resolving eligible order-related issues while recognizing that return and cancellation conditions may vary depending upon the product category, product condition, seller, fulfillment stage, and applicable law.

This Policy should be read together with the:

• Terms of Service;
• Marketplace Terms;
• Privacy Policy;
• Shipping & Delivery Policy;
• Grievance Redressal Policy; and
• product-specific return or warranty information displayed on the Marketplace.

Nothing in this Policy limits any statutory rights available to consumers under applicable Indian law.

2. Scope of this Policy

This Policy applies to eligible products purchased through the NGOBazaar customer Marketplace.

It covers:

• customer-initiated cancellations;
• seller-initiated cancellations;
• cancellations by NGOBazaar;
• returns;
• replacements;
• refunds;
• damaged products;
• defective products;
• incorrect products;
• missing items;
• materially misdescribed products;
• suspected spurious or counterfeit products;
• failed deliveries;
• Return-to-Origin (RTO) shipments; and
• other eligible post-order issues.

This Policy does not automatically mean that every product is returnable or replaceable.

Product-specific eligibility may be displayed on the applicable product page, checkout, order details, or another appropriate location.

3. Marketplace Model

Products available through NGOBazaar may be sold by independent third-party sellers.

The applicable seller is responsible for fulfilling the order and complying with its obligations regarding the product, including applicable obligations relating to:

• product quality;
• product description;
• authenticity;
• packaging;
• fulfillment;
• warranties;
• returns;
• replacements;
• refunds; and
• consumer protection.

NGOBazaar facilitates the marketplace transaction and may coordinate cancellations, returns, replacements, refunds, logistics, customer support, and dispute resolution.

Nothing in this Policy excludes any responsibility imposed directly upon NGOBazaar under applicable law.

4. Cancellation Before Shipment

Customers may request cancellation of an eligible order before it reaches a stage at which cancellation is no longer operationally possible.

Where self-service cancellation is available, customers may cancel through the relevant order-management feature.

Cancellation availability may depend upon:

• whether the seller has confirmed the order;
• whether fulfillment has begun;
• whether the product has been packed;
• whether shipping documentation has been generated;
• whether the shipment has been handed over to the logistics provider;
• the nature of the product; and
• other operational or legal considerations.

Where an order can no longer be cancelled through the Platform, any available remedy after delivery will be governed by the return provisions of this Policy and applicable law.

5. Cancellation After Shipment

Once an order has been shipped or handed over to the logistics provider, cancellation may not always be operationally possible.

Where the Platform allows cancellation after shipment, the order may be intercepted or returned to the seller.

If cancellation is no longer available, customers may need to receive the product and submit an eligible return request after delivery.

The availability of a post-shipment cancellation does not limit any statutory rights available to the customer.

6. Cancellation by the Seller

A seller may cancel an order where fulfillment is genuinely not possible.

Reasons may include:

• product unavailable;
• inventory discrepancy;
• product damaged before dispatch;
• inability to fulfill the order;
• regulatory restrictions;
• delivery-service limitations; or
• another legitimate operational reason.

Sellers should not routinely accept orders they cannot reasonably fulfill.

NGOBazaar may monitor seller cancellation rates and may take appropriate Marketplace action where repeated or avoidable seller cancellations occur.

If a seller cancels a prepaid order, the amount collected for the cancelled product or order will be processed for refund in accordance with this Policy.

7. Cancellation by NGOBazaar

NGOBazaar may cancel an order where reasonably necessary.

Circumstances may include:

• payment failure;
• payment not confirmed;
• suspected fraud;
• unauthorized transaction;
• product unavailability;
• seller suspension;
• prohibited or restricted product;
• material pricing or listing error;
• incorrect or incomplete delivery information;
• delivery location being unserviceable;
• legal or regulatory requirements;
• Marketplace-policy violations;
• security concerns; or
• circumstances making fulfillment impossible or unlawful.

Where NGOBazaar cancels a prepaid order, the applicable amount collected for the cancelled order or item will be processed for refund.

8. Cancellation Charges

NGOBazaar will not impose cancellation charges on a customer contrary to applicable law.

Where any cancellation charge is lawfully applicable, it must be appropriately disclosed.

NGOBazaar will comply with applicable requirements governing cancellation charges, including requirements concerning unilateral cancellation of purchase orders by an e-commerce entity.

9. Return Eligibility

A product may be eligible for return where permitted by the applicable product terms, this Policy, or applicable law.

Eligible circumstances may include where the customer receives a product that is:

• damaged;
• defective;
• incorrect;
• materially different from its description;
• materially different from the product ordered;
• missing essential parts or accessories;
• expired, where applicable;
• spurious or counterfeit;
• otherwise not of the characteristics or features advertised or agreed to; or
• otherwise eligible for return under applicable law.

Return eligibility may also be offered for additional reasons on certain products where expressly stated on the product page.

10. Product-Specific Return Conditions

Not all products have identical return conditions.

The applicable product page may specify information such as:

• returnable;
• non-returnable;
• replacement only;
• return window;
• warranty-covered;
• seller/manufacturer warranty; or
• other category-specific conditions.

Customers should review the return information displayed for the product before purchasing.

Product-specific restrictions do not override statutory rights available where a product is defective, deficient, spurious, materially misdescribed, or otherwise subject to a mandatory remedy under applicable law.

11. Return Window

Where a product is designated as returnable, the applicable return window should be displayed on the relevant product or order information.

The return period ordinarily begins from the date on which the product is successfully delivered to the customer.

A customer should submit a return request within the applicable return window.

Different product categories may have different return periods.

If a specific return period is not displayed or a dispute concerns a statutory consumer right, the request will be assessed in accordance with applicable law and the circumstances of the case.

12. Damaged Products

If a product arrives damaged, customers should submit a return, replacement, or support request as soon as reasonably possible after discovering the damage.

NGOBazaar may request reasonable evidence such as:

• photographs of the product;
• photographs of the packaging;
• photographs of the shipping label;
• a short video showing the issue;
• description of the damage; or
• other information reasonably necessary to verify the claim.

Customers should retain the product and packaging until the request is resolved or instructions are provided.

Where the claim is validated, an appropriate return, replacement, refund, or other remedy may be provided in accordance with this Policy and applicable law.

13. Defective Products

If a product is defective or does not function as reasonably expected based upon its description, the customer may submit a request through the applicable NGOBazaar support or return process.

Depending upon the product and circumstances, the available remedy may include:

• replacement;
• return and refund;
• seller support;
• manufacturer warranty support; or
• another remedy required under applicable law.

A seller or manufacturer warranty does not remove statutory rights that may otherwise be available to the customer.

14. Incorrect Product Received

If the product delivered is different from the product ordered, the customer should report the issue through NGOBazaar.

Examples may include:

• different product;
• incorrect variant;
• incorrect size;
• incorrect colour where a specific colour was ordered;
• incorrect quantity; or
• another material fulfillment error.

After reasonable verification, NGOBazaar and/or the seller may arrange an appropriate replacement, return, refund, or other remedy.

15. Missing Products, Parts or Accessories

If an order is delivered with a product, component, or essential accessory missing, the customer should report the issue through NGOBazaar.

NGOBazaar may review:

• order information;
• seller fulfillment records;
• package information;
• shipment weight;
• available packaging evidence;
• customer-provided evidence; and
• logistics information.

Where the claim is validated, an appropriate remedy may include:

• delivery of the missing component;
• replacement;
• partial refund where appropriate;
• full return and refund; or
• another suitable remedy.

16. Product Materially Different From Description

Customers may request an appropriate remedy where a product materially differs from the characteristics or features advertised or agreed to.

A material difference may concern matters such as:

• product type;
• material;
• dimensions;
• functionality;
• quantity;
• advertised features; or
• other significant product characteristics.

Minor differences caused solely by screen display, photography, lighting, or reasonable handmade variation will not automatically constitute material misdescription.

This does not limit statutory rights where the actual product is materially inconsistent with the advertised or agreed characteristics.

17. Handmade and Artisan Products

NGOBazaar may offer handmade, handcrafted, artisan-produced, naturally sourced, or small-batch products.

Such products may reasonably vary in:

• colour;
• texture;
• pattern;
• dimensions;
• weight;
• finish;
• stitching;
• carving;
• printing;
• grain;
• natural material characteristics; or
• other handmade features.

Reasonable variation inherent in the nature of a handmade product will not by itself make the product defective or materially misdescribed.

However, substantial deviations from the product description, material defects, damage, incorrect products, or other legally recognized issues remain subject to this Policy.

18. Spurious or Counterfeit Products

NGOBazaar does not permit sellers to knowingly offer counterfeit or spurious products.

If you reasonably believe that a product received through NGOBazaar is counterfeit or spurious, you should contact NGOBazaar and provide available supporting information.

NGOBazaar may:

• investigate the complaint;
• request information from the seller;
• request supporting documentation;
• restrict the relevant listing;
• suspend sale of the product;
• take action against the seller; and
• provide an appropriate customer remedy

where warranted.

19. Non-Returnable Products

Certain products may be designated non-returnable where legitimate product characteristics, hygiene requirements, safety considerations, perishability, customization, or other lawful reasons make returns inappropriate.

Examples may include, depending upon the category:

• personalized or customized products;
• products made specifically to customer specifications;
• perishable goods;
• certain food products;
• products with hygiene or health considerations once opened or used;
• sealed products that cannot appropriately be returned after the seal has been broken;
• products that deteriorate rapidly;
• products explicitly identified as non-returnable for a legitimate reason; and
• other categories where return restrictions are permitted under applicable law.

A non-returnable designation does not remove statutory remedies where the product is defective, deficient, spurious, materially misdescribed, incorrect, or otherwise subject to a mandatory remedy under applicable law.

20. Change-of-Mind Returns

Change-of-mind returns are available only where the applicable product listing or Marketplace offer expressly permits them.

A customer is not automatically entitled under this Policy to return every product solely because the customer:

• no longer wants the product;
• ordered the wrong item;
• selected the wrong size or variant;
• changed their preference; or
• found another product elsewhere.

Where NGOBazaar voluntarily provides a change-of-mind return facility for a product, the conditions displayed for that product will apply.

Statutory rights remain unaffected.

21. Condition of Returned Products

Except where the nature of the complaint makes this unreasonable, customers should return products in substantially the condition in which they were received.

Where applicable, the return should include:

• original product;
• accessories;
• manuals;
• certificates;
• tags;
• warranty cards;
• free items supplied with the product; and
• other components originally delivered.

Original packaging should be retained and returned where reasonably possible.

This requirement will not be applied in a manner that unlawfully prevents a legitimate remedy for a defective, damaged, incorrect, spurious, or materially misdescribed product.

22. Products Damaged After Delivery

A return or refund may be refused where reasonable verification establishes that the product was materially damaged after successful delivery because of:

• customer misuse;
• accidental damage caused after delivery;
• improper handling;
• unauthorized modification;
• failure to follow reasonable usage instructions; or
• other causes attributable to the customer.

This does not apply where the reported damage or defect existed at delivery or is otherwise covered by an applicable warranty or statutory right.

23. How to Request a Return

Where return functionality is available, customers should submit requests through their NGOBazaar account or the customer-support mechanism made available by the Platform.

A return request may require:

• order number;
• product;
• reason for return;
• description of the issue;
• photographs;
• video evidence where reasonably necessary;
• preferred remedy where options are available; and
• other relevant information.

Customers should provide accurate information when submitting a request.

24. Return Request Review

Submitting a return request does not automatically establish that every claim is eligible.

NGOBazaar and/or the applicable seller may reasonably review the request to determine:

• product eligibility;
• return window;
• reason for return;
• available evidence;
• order records;
• seller information;
• logistics information;
• product condition; and
• applicable law.

Requests should be evaluated fairly and should not be rejected solely to avoid a legitimate seller or Marketplace obligation.

25. Return Pickup

For eligible returns, NGOBazaar may arrange reverse pickup through a logistics provider where reverse-pickup service is available.

The customer may be required to:

• keep the product ready for pickup;
• package it reasonably securely;
• include required accessories or components;
• provide the correct pickup address; and
• cooperate with the pickup agent.

Pickup timelines may depend upon the customer's location and logistics-provider availability.

26. Areas Without Reverse Pickup

Reverse pickup may not be available at every location.

Where an eligible return cannot be collected through NGOBazaar's logistics network, NGOBazaar may provide alternative return instructions.

Customers should not independently ship a product back to a seller unless instructed to do so through an authorized NGOBazaar return or support process.

Where customer-arranged return shipping is specifically authorized, reimbursement of reasonable shipping charges, if applicable, will be communicated as part of the return instructions.

27. Return Verification

Returned products may be inspected after pickup or receipt to verify the reported issue and condition.

Verification may consider:

• whether the correct product was returned;
• product identity;
• serial number where applicable;
• product condition;
• accessories;
• quantity;
• reported defect or damage;
• packaging;
• signs of misuse; and
• other relevant circumstances.

Verification should be completed within a reasonable period.

A legitimate statutory remedy will not be denied merely because original packaging is unavailable where doing so would be unreasonable or contrary to applicable law.

28. Replacement Eligibility

A replacement may be offered where:

• the product is damaged;
• the product is defective;
• the wrong product was delivered;
• a material component is missing;
• the product is otherwise replacement-eligible; and
• suitable replacement inventory is available.

Replacement availability may vary by product and seller.

29. Replacement Process

Where a replacement request is approved:

1. The original product may be collected or otherwise returned as instructed.
2. The returned product may undergo reasonable verification.
3. Replacement inventory will be confirmed.
4. The replacement product will be dispatched where available.
5. Tracking information may be provided once the replacement shipment is created.

Where replacement is not reasonably available, an appropriate refund or other remedy may be offered.

30. Refund Eligibility

A refund may be issued in circumstances including:

• prepaid order cancelled before fulfillment;
• seller cancels a prepaid order;
• NGOBazaar cancels a prepaid order;
• eligible returned product;
• defective product where refund is the appropriate remedy;
• damaged product where refund is the appropriate remedy;
• incorrect product where refund is selected or replacement is unavailable;
• replacement unavailable;
• confirmed lost shipment;
• failed delivery where refund is applicable;
• duplicate payment;
• excess payment;
• payment reconciliation issue; or
• another circumstance requiring a refund under applicable law.

31. Refund Amount

For an approved full refund, the refundable amount may include the amount actually paid for the relevant product and other refundable amounts applicable to that transaction.

The precise amount may depend upon:

• reason for refund;
• whether the entire order or only part of it is affected;
• discounts;
• promotional benefits;
• shipping charges;
• taxes;
• payment adjustments; and
• applicable law.

No amount will be deducted in a manner inconsistent with mandatory consumer rights.

Where only part of an order is refunded, order-level discounts or promotional benefits may be reasonably apportioned where necessary.

32. Shipping Charges on Returns

Treatment of original shipping charges and return-shipping costs may depend upon the reason for return.

Where the return results from matters such as:

• defective product;
• damaged product;
• incorrect product;
• seller fulfillment error; or
• material misdescription,

the customer should not ordinarily be required to bear return-shipping costs where such costs are the responsibility of the seller or Marketplace under applicable law or policy.

For voluntary change-of-mind returns, where offered, applicable shipping conditions may be specified separately.

33. Refund Method

Approved refunds will ordinarily be processed to an appropriate payment method, which may include the original payment method where technically and legally possible.

Depending upon the transaction, this may include:

• UPI;
• debit card;
• credit card;
• bank account;
• wallet;
• payment gateway; or
• another legally permitted refund method.

NGOBazaar will not request confidential information such as a UPI PIN, card PIN, CVV, or banking password to process a refund.

34. Refund Processing Time

Once a refund is accepted and approved, NGOBazaar will initiate or facilitate the refund within a reasonable period and in accordance with applicable legal and payment-system requirements.

After NGOBazaar or the relevant payment provider initiates the refund, the time required for the amount to appear in the customer's account may depend upon:

• payment gateway;
• bank;
• card issuer;
• card network;
• UPI/payment network; or
• other financial service provider.

Where available, NGOBazaar may provide a refund reference or status information to help customers track the refund.

35. Cash on Delivery Orders

Where Cash on Delivery ("COD") is available and a refund becomes payable for a COD order, NGOBazaar may request appropriate bank account, UPI, or other payment information necessary to process the refund.

Customers must provide accurate information.

NGOBazaar will not request:

• UPI PIN;
• debit/credit card PIN;
• internet-banking password;
• OTP intended to authorize an unrelated payment; or
• other confidential banking authentication credentials

for the purpose of issuing a refund.

36. Partial Refunds

A partial refund may be appropriate where:

• only part of a multi-item order is affected;
• quantity is partially missing;
• a partial remedy is agreed with the customer;
• only a particular charge is refundable; or
• another circumstance reasonably justifies a partial refund.

Any partial refund should correspond appropriately to the affected portion of the transaction.

37. Duplicate Payments

If a customer is charged more than once for the same transaction, the customer should contact NGOBazaar.

NGOBazaar may verify the transaction with the applicable payment provider.

Where a duplicate payment is confirmed, the excess amount will be processed for refund.

38. Payment Debited but Order Not Confirmed

In some cases, a customer's bank or payment account may show a debit even though NGOBazaar does not receive successful payment confirmation.

This may occur because of:

• network interruption;
• bank timeout;
• payment-gateway error;
• failed authentication;
• delayed confirmation; or
• another technical issue.

Such transactions may require reconciliation.

Where the payment ultimately fails, the amount may be automatically reversed by the bank or payment provider.

Where NGOBazaar receives funds for an order that was not successfully created or confirmed, the applicable amount will be reconciled and refunded as appropriate.

39. Failed Delivery

A delivery may fail because of:

• customer unavailable;
• incorrect address;
• incomplete address;
• invalid contact number;
• inaccessible delivery location;
• repeated unsuccessful delivery attempts;
• customer refusal;
• logistics disruption; or
• other delivery-related circumstances.

The order may subsequently be returned to the seller.

The applicable refund treatment will depend upon the payment method, circumstances of failed delivery, Marketplace policy, and applicable law.

40. Return-to-Origin (RTO)

A shipment returned to the seller without successful customer delivery may be treated as Return-to-Origin ("RTO").

RTO may occur because of:

• failed delivery attempts;
• incorrect or incomplete address;
• customer unavailable;
• customer refusal;
• logistics failure;
• damaged shipment; or
• other operational reasons.

For prepaid orders, any applicable refund will be processed after the relevant RTO status is confirmed and any necessary verification is completed.

Refund deductions, if any, will only be applied where lawfully permitted and appropriately disclosed.

41. Lost Shipments

If tracking or investigation confirms that a prepaid shipment has been lost before delivery, the customer may be offered:

• replacement, where appropriate and available; or
• refund.

Customers should not be required to bear the loss of a shipment that was never delivered to them where the loss is attributable to the fulfillment or logistics process.

42. Delivery Marked Delivered but Not Received

If tracking shows an order as delivered but the customer has not received it, the customer should contact NGOBazaar as soon as reasonably possible.

NGOBazaar may investigate with:

• the seller;
• logistics provider;
• delivery personnel;
• tracking records;
• delivery confirmation information; and
• other relevant records.

An appropriate resolution will be provided based upon the outcome of the investigation and applicable law.

43. Late Delivery

Where an order is delivered later than the stated delivery schedule, remedies will be determined in accordance with applicable law and the circumstances of the delay.

Applicable consumer-protection requirements concerning refunds and late delivery will be respected.

Exceptions permitted under applicable law, including circumstances involving force majeure, may apply.

44. Order Refused at Delivery

If a customer refuses an order without a legally or contractually valid reason, the order may be returned to the seller.

For prepaid orders, refund treatment may depend upon:

• reason for refusal;
• product category;
• applicable return conditions;
• shipping costs;
• promotional benefits; and
• applicable law.

Where refusal is because the shipment is visibly damaged, incorrect, tampered with, or otherwise reasonably unacceptable, the matter will be handled according to the relevant customer-protection provisions of this Policy.

45. Tampered Packages

If a package appears materially tampered with or severely damaged at the time of delivery, the customer should, where reasonably possible:

• avoid accepting the package if its condition reasonably indicates product risk;
• inform the delivery agent;
• retain available evidence; and
• report the matter promptly to NGOBazaar.

Where a package has already been accepted and tampering is discovered afterward, the customer should contact NGOBazaar as soon as reasonably possible.

46. Promotional Discounts and Refunds

Where an order used:

• coupons;
• promotional discounts;
• seller discounts;
• Marketplace promotions; or
• other benefits,

the refund will generally be calculated based on the amount actually paid and the applicable terms of the promotion.

Promotional benefits may not necessarily be redeemable for cash.

Where part of an order is returned, discounts may be apportioned across the order where reasonably necessary.

47. Free Gifts and Bundled Products

Where a product was supplied with a free gift, bundled item, or promotional product, the customer may be required to return the associated item when returning the primary product.

If an associated promotional item is not returned, any adjustment to the refund must be reasonable, previously disclosed where appropriate, and permitted by applicable law.

48. Warranty Claims

Some products may carry:

• manufacturer warranty;
• seller warranty;
• brand warranty; or
• another applicable guarantee.

Where a defect arises during the applicable warranty period, customers may be directed to the relevant seller, manufacturer, authorized service centre, or other warranty provider where appropriate.

Warranty procedures do not remove statutory rights that may independently apply.

49. Fraudulent or Abusive Claims

NGOBazaar may investigate return, replacement, cancellation, or refund requests where there are reasonable grounds to suspect:

• false claims;
• product substitution;
• return of a different product;
• manipulated evidence;
• repeated fraudulent returns;
• payment fraud;
• deliberate product damage;
• misuse of Marketplace policies; or
• other fraudulent conduct.

NGOBazaar may refuse a fraudulent claim and may restrict accounts involved in proven or reasonably substantiated Marketplace abuse, subject to applicable law.

Legitimate customer claims will not be rejected merely because the customer has previously used the return or refund process.

50. Seller Responsibilities for Returns and Refunds

Sellers participating in NGOBazaar must cooperate with legitimate return, replacement, cancellation, and refund requests.

Sellers must not refuse appropriate remedies where applicable law requires them, including relevant circumstances involving goods that are:

• defective;
• deficient;
• spurious;
• materially different from advertised characteristics or agreed features; or
• delivered late where the applicable legal conditions for a remedy are satisfied.

NGOBazaar may take appropriate Marketplace action against sellers that repeatedly fail to comply with return/refund obligations.

51. Customer Responsibilities

Customers submitting cancellation, return, replacement, or refund requests must:

• provide accurate information;
• select the genuine reason for the request;
• provide reasonable supporting evidence where required;
• return the correct product;
• return relevant accessories/components where appropriate;
• cooperate with authorized pickup;
• avoid product substitution;
• avoid false or fraudulent claims; and
• comply with reasonable return instructions.

52. Cancellation and Refund Status

Where supported, customers may view the status of:

• cancellation;
• return;
• replacement;
• pickup;
• refund; and
• related order events

through their NGOBazaar account or customer-support communications.

Status information may depend upon updates received from sellers, logistics providers, banks, and payment providers.

53. Customer Support

If you experience difficulty with a cancellation, return, replacement, or refund, please contact NGOBazaar customer support.

When contacting support, providing the following may help resolve the matter:

• order number;
• registered mobile number or email;
• product involved;
• description of the issue;
• relevant photographs or videos; and
• previous support or return reference number, where available.

Customers should not publicly disclose payment credentials, OTPs, passwords, or other confidential authentication information when requesting support.

54. Complaints and Grievance Redressal

If your issue is not resolved through the normal customer-support process, you may raise a formal grievance.

NGOBazaar
Operated by NGOFeed Digital Solution Private Limited

Grievance Officer: Shahbaz Hassan
Designation: Managing Director
Organization: NGOFeed Digital Solution Private Limited
Email: info@ngobazaar.com

NGOBazaar will acknowledge and address consumer grievances within the timelines required under applicable law.

Nothing in this Policy prevents a consumer from exercising remedies available before a competent consumer commission, regulator, court, or other authority.

55. Consumer Rights

Nothing in this Policy is intended to restrict, waive, or eliminate rights available to consumers under applicable Indian law.

Where a product is defective, deficient, spurious, materially misdescribed, or otherwise subject to a mandatory consumer remedy, product-level return restrictions will not be interpreted to remove rights that cannot legally be excluded.

Where this Policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail to the extent of the conflict.

56. Changes to this Policy

NGOBazaar may update this Policy from time to time to reflect changes in:

• applicable laws;
• regulatory requirements;
• Marketplace operations;
• product categories;
• seller processes;
• payment processes;
• logistics arrangements;
• return processes; or
• Platform functionality.

The current version will be published on NGOBazaar with its effective or last-updated date.

Changes will not retrospectively remove rights already accrued in relation to an existing transaction or rights provided under applicable law.

57. Relationship With Other Policies

This Policy should be read together with:

• Terms of Service;
• Marketplace Terms;
• Privacy Policy;
• Shipping & Delivery Policy;
• Cookie Policy;
• Grievance Redressal Policy; and
• applicable product-specific terms.

If a product page contains more specific return or warranty conditions, those conditions may apply to that product, provided they are consistent with applicable law.

58. Governing Law

This Policy is governed by the laws of India.

Disputes relating to cancellations, returns, replacements, or refunds will be handled in accordance with applicable Indian law and through courts, consumer commissions, tribunals, regulatory authorities, or other forums having lawful jurisdiction.

Nothing in this Policy restricts a consumer's right to approach a competent consumer commission or other authority where entitled under applicable law.

59. Contact Information

For questions regarding cancellations, returns, replacements, or refunds, please contact:

NGOBazaar

A marketplace platform operated by:

NGOFeed Digital Solution Private Limited

Email: info@ngobazaar.com
Website: ngobazaar.com

For formal grievances:

Grievance Officer: Shahbaz Hassan
Designation: Managing Director
Organization: NGOFeed Digital Solution Private Limited
Email: info@ngobazaar.com

60. Policy Acknowledgement

By placing an order through NGOBazaar, you acknowledge that applicable cancellation, return, replacement, and refund information has been or will be made available through the Marketplace and that transactions are subject to this Policy, applicable product-specific conditions, the Terms of Service, Marketplace Terms, and applicable law.

Nothing in this acknowledgement constitutes a waiver of statutory consumer rights.

NGOBazaar
Operated by NGOFeed Digital Solution Private Limited

Email: info@ngobazaar.com
Grievance Officer: Shahbaz Hassan, Managing Director

Version 1.0 — Effective 3 October 2026