Refund & Cancellation Policy

1. General Refund Policy

FishMart may provide refunds for eligible orders or transactions depending on:

• Order status
• Cancellation status
• Payment status
• Delivery status
• Product issue
• RTO status
• Applicable fees and charges
• Applicable coupon or FishCoin usage

2. Full Refund Before Shipment

If an eligible order is cancelled before shipment and no non-refundable charge applies, the customer may receive a refund of the applicable amount paid for the order.

Where applicable, the refund may include the product amount and eligible charges.

3. Cancellation Within the Eligible Cancellation Window

If a customer cancels an eligible order within the applicable cancellation period and before the order reaches a non-cancellable shipping stage, the applicable refund will be initiated.

The exact refund amount will be calculated from the actual order transaction.

4. Refund After Shipment

Once an order has been shipped, the normal cancellation option may no longer be available.

If a post-shipment cancellation or refund is approved under an applicable circumstance:

• The eligible product amount may be refunded.
• Delivery/shipping charges may not be refunded.
• Other applicable non-refundable charges may be deducted.

The customer will receive the applicable refund amount after the order is reviewed.

5. RTO Refund

If an order becomes RTO (Return to Origin) because delivery could not be completed, the applicable refund will be calculated after considering the shipping costs associated with the shipment.

The product amount may be eligible for refund. However, applicable delivery charges may not be refundable.

Because an RTO can involve transportation in both directions, the applicable amount may include:

These applicable charges may be deducted from the refundable amount.

6. Damaged Product

If a customer receives a damaged product, the customer should contact FishMart support as soon as reasonably possible.

The customer may be asked to provide:

• Order ID
• Product photographs
• Packaging photographs
• Video evidence where appropriate
• Description of the problem
• Other information required to investigate the issue

FishMart will review the information and determine the appropriate resolution.

7. Wrong Product

If the customer receives a product different from the product ordered, the customer should contact FishMart support.

After verification, FishMart may provide an appropriate resolution, which may include replacement, refund or another suitable solution depending on the circumstances.

8. Missing Product or Incorrect Quantity

If one or more products are missing or the quantity received is incorrect, the customer should report the issue promptly.

FishMart may verify:

• Order details
• Packing information
• Shipment information
• Delivery information
• Customer-provided evidence

An eligible refund or other resolution may be provided after verification.

9. Payment Deducted but Order Not Confirmed

If money is deducted from the customer’s payment method but FishMart does not receive a successful payment confirmation or the order is not successfully created, the transaction may be reviewed.

10. Failed Payment

If payment fails and no successful payment is recorded, the order will not be considered successfully paid.

The customer may try the payment again using an available payment method.

If money was nevertheless deducted from the customer’s account, the transaction will be handled according to the payment verification and reconciliation process.

11. FishCoin Refund

If FishCoin was used while placing an order, the FishCoin amount will be included in the refund calculation.

12. Coupon Refund

If a coupon was applied to an order, the coupon discount will be included in the refund calculation.

The refund will generally be based on the amount actually payable after applicable discounts.

A used coupon will not automatically be restored unless the applicable coupon terms allow restoration.

13. Refund Calculation

The final refund amount may be calculated using:

Where FishCoin or coupons were used, their applicable adjustments will also be considered. The final refund amount shown by FishMart will be based on the actual order transaction.

14. Non-Refundable Charges

Depending on the circumstances, the following may be non-refundable:

• Delivery charges
• Forward shipping charges
• Return/RTO shipping charges
• Certain service charges
• Other charges specifically identified as non-refundable

15. Refund Method

Where possible, refunds will be processed to the original payment method or through the applicable payment provider.

FishMart may not be able to change the refund destination independently of the payment provider's supported refund process.

16. Refund Processing Time

After a refund is approved or initiated, the actual time for the amount to appear in the customer’s account may vary.

Processing may depend on:

• Payment gateway
• Bank
• UPI provider
• Card issuer
• Payment method
• Banking holidays
• Financial-system processing time

FishMart does not control the final processing time of an external bank or payment provider.

17. Refund Status

The application may display refund statuses such as:

• Refund Pending
• Refund Processing
• Refund Initiated
• Refund Completed
• Refund Failed

Where a refund fails, FishMart may review the transaction and take appropriate action.

18. Refund Request

For an eligible product or order issue, customers may contact FishMart support.

Customers should provide:

• Order ID
• Registered mobile number
• Product information
• Description of the issue
• Relevant photographs/videos where requested

FishMart may request additional information when necessary to verify the claim.

19. Refund Investigation

FishMart may review relevant information before approving a refund.

The review may include:

• Order information
• Payment information
• Packing information
• Shipping information
• Tracking information
• Delivery information
• Customer-provided evidence
• Support communication

The purpose of the review is to determine whether the refund request meets the applicable refund conditions.

20. Fraudulent or Misuse Claims

FishMart may investigate suspicious or repeated refund claims.

Accounts may be restricted where there is reasonable evidence of:

• Fraud
• False claims
• Repeated refund abuse
• Payment abuse
• Coupon abuse
• Deliberate misuse of the refund system

Any action will be subject to applicable law and FishMart's policies.

21. Refund for FishMart-Cancelled Orders

If FishMart cancels an order for reasons such as:

• Product unavailability
• Delivery unavailability
• Technical issue
• Payment verification problem
• Operational issue

and the customer has already made an eligible successful payment, the applicable refund will be initiated.

The refund amount will depend on the actual transaction and applicable charges.

22. Refund and Order Records

FishMart may retain relevant transaction and refund records for purposes such as:

• Accounting
• Fraud prevention
• Customer support
• Dispute resolution
• Legal compliance
• Transaction verification

23. Policy Changes

FishMart may update this Refund Policy from time to time.

The updated version will be published through the FishMart application or website.

The Last Updated date will indicate the latest revision.

24. Contact Us

For refund-related questions, dispute resolution or order return assistance, reach our support team:

• Support Phone: +91 6000540458
• Email: fishmartsupport@gmail.com
• Registered Address: Barpeta, Assam, India
• Support Hours: Monday to Sunday: 6:00 AM – 10:00 PM IST
• In-App Support: Help & Support Desk within FishMart Android Application

When contacting support, please provide your Order ID and registered mobile number wherever applicable.