REFUND & CANCELLATION POLICY
Merceton
Last Updated: 28 February 2026
Merceton operates as a technology platform enabling independent merchants to sell products. Refund and cancellation decisions are primarily governed by the merchant’s individual return policy.
1. Order Cancellation
Orders may be cancelled:
- Before shipment by the merchant
- As per the merchant’s cancellation policy
Once an order is shipped, cancellation eligibility depends on the merchant’s return terms.
2. Refund Eligibility
Refund eligibility is determined by:
- Merchant’s return policy
- Condition of returned product
- Order status
Merceton does not independently decide refund approvals unless required by law.
3. Refund Process
Refund workflow:
- Customer submits return/refund request to merchant.
- Merchant reviews and approves request.
- Refund is initiated within the platform.
- Refund is processed through the integrated payment gateway (such as Cashfree).
4. Refund Timeline
Once approved and initiated:
Refunds are processed within 5–7 working days, subject to:
- Payment gateway processing time
- Bank timelines
Actual credit timing may vary depending on customer’s bank.
5. Non-Refundable Charges
The following may not be refundable depending on provider policies:
- Payment gateway processing charges
- Shipping charges (if already incurred)
6. Platform Fees
Platform fees applicable to merchants are refundable only in case of fully cancelled orders prior to dispatch.
7. Disputes & Chargebacks
If a customer raises a payment dispute or chargeback:
- Merchant may be required to provide proof of delivery and transaction evidence
- Chargeback amounts may be adjusted as per merchant agreement
8. Fraudulent Claims
Merceton reserves the right to investigate suspicious refund claims and may suspend accounts in cases of misuse