Cancellation & Refund Policy

Last Updated: August 2025

🔄 Our Commitment

At Panmans, we are committed to ensuring your complete satisfaction with every purchase. We understand that sometimes you may need to cancel an order or request a refund, and we've made our process simple and transparent.

1. Order Cancellation Policy

1.1 Cancellation Before Dispatch

  • Orders can be cancelled free of charge before they are dispatched from our warehouse
  • To cancel an order, log into your account and go to "My Orders" section
  • Click on "Cancel Order" button next to the relevant order
  • Alternatively, contact our customer support at hello@panmans.com or +91 98765 43210
  • Once cancelled, the refund will be initiated immediately

1.2 Cancellation After Dispatch

  • Orders cannot be cancelled once dispatched from our warehouse
  • You may refuse delivery at the time of receipt
  • If you refuse delivery, the product will be returned to us and refund will be processed after receipt
  • Return shipping charges may be deducted from the refund amount

2. Refund Policy

2.1 Refund Timeline

Standard Refund Timeline: 5-7 Working Days

All approved refunds will be processed within 5-7 working days from the date of cancellation or return acceptance.

Payment Method Refund Timeline Mode of Refund
Credit/Debit Card 5-7 working days Same card used for payment
Net Banking 5-7 working days Same bank account
UPI (PhonePe, GPay, Paytm) 3-5 working days Same UPI ID
Cash on Delivery 7-10 working days Bank transfer/NEFT

2.2 Conditions for Refund

As per the Consumer Protection Act, 2019 and E-commerce Rules, 2020 of India, refunds will be provided in the following cases:

  • Defective Products: If you receive a defective or damaged product
  • Wrong Product: If you receive a different product than what was ordered
  • Quality Issues: If the product quality does not meet the description
  • Expired Products: If the product is past its expiry date
  • Missing Items: If items are missing from your order

3. Return Policy

3.1 Return Window

  • Products can be returned within 7 days from the date of delivery
  • The product must be unused, unopened, and in original packaging
  • Include all price tags, labels, original packing, and invoice

3.2 Products Not Eligible for Return

  • Opened or consumed food products (for hygiene and safety reasons)
  • Products returned after 7 days from delivery
  • Products with tampered or missing serial numbers
  • Gift cards and promotional items

3.3 Return Process

  1. Initiate return request through your account or contact customer support
  2. Pack the product securely in original packaging
  3. Our logistics partner will pick up the product from your address
  4. Quality check will be conducted upon receipt
  5. Refund will be processed within 5-7 working days after approval

4. Exchange Policy

We offer exchange only in the following scenarios:

  • Product delivered is different from what was ordered
  • Product received is damaged or defective
  • Size or variant issues (if applicable)

Note: Exchanges are subject to product availability. If the same product is not available, a refund will be initiated.

5. Compliance with Indian Laws

This policy is in compliance with:

  • The Consumer Protection Act, 2019
  • The Consumer Protection (E-Commerce) Rules, 2020
  • The Legal Metrology Act, 2009
  • Food Safety and Standards Act, 2006 (FSSAI)
  • Information Technology Act, 2000

6. Contact Information

For any queries regarding cancellations and refunds, please contact us:

  • Email: hello@panmans.com
  • Phone: +91 98765 43210
  • Customer Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST
  • Registered Address: Panmans Premium Dry Fruits, Thrissur, Kerala 680001, India

7. Grievance Officer

As per Consumer Protection (E-Commerce) Rules, 2020:

Grievance Officer: Mr. Rajesh Kumar
Email: grievance@panmans.com
Phone: +91 98765 43211
Address: Panmans Premium Dry Fruits, Thrissur, Kerala 680001

Grievances will be addressed within 48 hours of receipt.