Refund policy
Return & Refund Policy
Last Updated: July 29, 2026
At MoolCart, we want you to have a smooth shopping experience. Because our products may include different categories with different return requirements, our return and refund eligibility depends on the product and the reason for the return.
Please read this policy carefully before placing an order.
1. Limited Return Policy
MoolCart generally does not accept returns simply because a customer has changed their mind, no longer wants the product, ordered the wrong product, or does not like the product after delivery, unless the particular product listing specifically states that returns are available.
However, eligible products may be returned or replaced in cases such as:
- Wrong product received
- Damaged product received
- Defective product
- Product materially different from the description or specifications
- Missing essential item or component
- Other genuine issues covered by the applicable product listing or applicable law
Certain products may be specifically marked as Non-Returnable on their product page.
2. Products Eligible for Return or Replacement
A product may be eligible for return or replacement if:
Wrong Product
You received a product that is different from the product you ordered.
Damaged Product
The product was damaged during delivery or arrived in an unusable condition.
Defective Product
The product does not function as reasonably expected due to a manufacturing or product defect, subject to applicable warranty terms.
Significantly Different Product
The product received is materially different from the description, specifications or product information displayed on MoolCart.
Missing Items
An essential component, accessory or item included with the order is missing.
We may request reasonable evidence before approving a return, replacement or refund.
3. Return Request Period
For products that are eligible for return, you should contact us within 7 days of delivery.
Return requests submitted after the applicable return period may not be accepted unless required under applicable law or otherwise approved by MoolCart.
Please contact:
with your:
- Order number
- Name
- Product name
- Reason for the return
- Photographs or video showing the issue, where applicable
4. Damaged or Incorrect Products
If you receive a damaged or incorrect product, please contact us as soon as reasonably possible after delivery.
For damaged packages or products, we strongly recommend taking clear photographs or a video of:
- The outer packaging
- Shipping label
- Product packaging
- The damaged product
- Any visible damage
Where reasonably possible, customers should retain the original packaging until the issue has been resolved.
Failure to provide requested information or evidence may affect our ability to investigate the claim.
5. Unboxing Video
For certain products or orders, MoolCart may recommend or require an unboxing video to help verify damage, missing items or incorrect products.
An unboxing video may be particularly useful where the product is:
- Fragile
- Electronic
- High-value
- Delivered in sealed packaging
- Susceptible to damage or missing components
However, the absence of an unboxing video will not by itself remove any rights or remedies that cannot legally be excluded.
6. Non-Returnable Products
Certain products may not be eligible for return due to their nature.
Depending on the product category, examples may include:
- Personal-care or hygiene-sensitive products
- Products that cannot reasonably be resold after opening
- Customised or personalised products
- Products specifically marked as non-returnable
- Certain consumable products
- Products where return restrictions are disclosed on the product page
Where a product is non-returnable, this will be communicated on the relevant product page where applicable.
Non-returnable status does not affect any rights or remedies available to customers under applicable law in cases such as defective, damaged, wrong or materially misdescribed products.
7. Change-of-Mind Returns
MoolCart generally does not accept returns where:
- You simply changed your mind.
- You no longer require the product.
- You ordered the wrong product.
- You selected the wrong size, colour, model or variant.
- You do not like the product after receiving it.
- The product is no longer required.
Where a particular product has a separate return option mentioned on its product page, the terms displayed for that product will apply.
8. Return Conditions
Where a return is approved, the product may need to meet the following conditions:
- The product should be in the condition required under the applicable return terms.
- Original packaging should be retained where reasonably possible.
- Accessories, manuals, tags and other included items should be returned where applicable.
- The product should not have been intentionally damaged or misused.
Products showing signs of misuse, alteration or damage caused after delivery may not qualify for a return or refund, subject to applicable law.
9. Return Approval
Submitting a return request does not automatically mean that the return has been approved.
Our team may review the information and evidence provided before approving a return, replacement or refund.
If approved, we will provide instructions regarding the return process.
Please do not send a product back without receiving return instructions from MoolCart, unless otherwise required by applicable law.
10. Replacement
Where appropriate and subject to availability, MoolCart may offer a replacement instead of a refund.
A replacement may be offered where:
- The wrong product was delivered.
- The product arrived damaged.
- The product is defective.
- An essential component is missing.
If the same product is unavailable, we may offer an alternative resolution, including a refund where applicable.
11. Refunds
If a refund is approved, the refund will generally be processed after the returned product has been received and inspected, where a return is required.
The refund may be issued using the original payment method or another appropriate method depending on the payment method used and applicable payment-provider procedures.
The time taken for the amount to appear in your account may vary depending on the payment provider, bank or payment method.
12. Cash on Delivery Orders
For eligible Cash on Delivery orders where a refund is approved, we may request appropriate bank or digital payment details to process the refund.
Customers should provide accurate payment information when requested.
MoolCart will not be responsible for delays caused by incorrect bank or payment information supplied by the customer.
13. Shipping Charges
Where a return or replacement is approved because the product was:
- Incorrectly supplied by MoolCart,
- Damaged during delivery,
- Defective, or
- Materially different from the product description,
MoolCart may arrange or cover applicable return shipping costs, subject to the circumstances of the case and applicable law.
For voluntary returns permitted for a particular product, any applicable return shipping costs may be the customer's responsibility if clearly disclosed before purchase.
14. Return Shipping
Where MoolCart provides return instructions, customers must follow those instructions carefully.
We may not be responsible for products returned to an incorrect address or through an unauthorised return method.
Customers should retain the return shipping receipt or tracking information until the return has been successfully resolved.
15. Refunds for Cancelled Orders
If an order is cancelled before dispatch and payment has already been received, the applicable amount will generally be refunded to the original payment method, subject to applicable payment-provider procedures.
If an order has already been dispatched, our Cancellation Policy and this Return & Refund Policy will apply depending on the circumstances.
16. Partial Refunds
In certain circumstances, MoolCart may provide a partial refund instead of accepting a return, where appropriate and permitted by applicable law.
Any partial-refund arrangement will be communicated to the customer before processing.
17. Order Refused at Delivery
Customers are encouraged to accept their orders and follow the applicable return or cancellation process where a legitimate issue exists.
Repeated refusal of orders, particularly Cash on Delivery orders, may result in restrictions on future Cash on Delivery availability or other appropriate measures.
This does not affect legitimate rights available to customers under applicable law.
18. Fraudulent or Abusive Return Requests
MoolCart reserves the right to investigate suspicious or potentially fraudulent return, refund or replacement requests.
This may include cases involving:
- Repeated false damage claims
- Product substitution
- Intentional product damage
- False or misleading information
- Abuse of promotional or return benefits
- Returning a different product from the one supplied
Where permitted by applicable law, we may refuse fraudulent or abusive claims and restrict future transactions or return privileges.
19. Product-Specific Return Terms
Some products may have return, replacement or warranty terms that differ from this general policy.
Where a product page, manufacturer warranty or other applicable terms provide specific return or warranty information, those terms may apply to that product.
Customers should check the product page carefully before placing an order.
20. Manufacturer Warranty
Where a product is covered by a manufacturer's warranty, warranty claims may need to be handled according to the manufacturer's warranty terms.
MoolCart may assist customers in communicating with the manufacturer or authorised service provider where appropriate.
Manufacturer warranties are subject to the applicable warranty terms and conditions.
21. Refund Processing Time
Once a refund has been approved, we will initiate the applicable refund process as soon as reasonably practicable.
The time required for the refund to appear in your account depends on the payment method, bank, payment gateway or financial institution.
MoolCart does not control processing times imposed by third-party payment providers or banks.
22. Contact Us
To request a return, replacement or refund, please contact:
MoolCart
Customer Support: support@moolcart.com
Business Enquiries: info@moolcart.com
Business Address:
P.O. Bija, Tehsil Khanna,
Ludhiana, Punjab, India – 141412
Please include your order number and relevant details when contacting us.