Cancellation policy

Cancellations and returns are a standard aspect of marketplace operations. Seventh Square strives to ensure that the purchase & sale process is seamless and convenient for both buyers and sellers.

Seller-initiated cancellations

If the seller cancels an order, the seller will be charged the following fees (where applicable):

  • Seller cancellation charges (equivalent to the marketplace commission applicable on the product)
  • GST is applicable on seller cancellation charges
  • Payment processing fee (applicable if a prepaid order is refunded)
  • Fixed refund fee (₹1.75 + GST)

These charges are adjusted against the seller's available balance on Seventh Square.

Instances considered as seller-initiated cancellations

An order may be marked as "Seller cancelled" in the following cases:

  1. The seller manually cancels the order.
  2. The seller fails to update the order status within the Seller Panel. After communicating with the seller, the platform may cancel the order.
  3. The seller is unable to fulfill the order at any stage due to stock, operational, or logistics issues. The platform may cancel after informing the seller.
  4. The buyer cancels the order because the seller delayed shipping or delivery.
  5. Auto-cancellation: If the order is not shipped within 7 days beyond the "Ship by" date, the platform may automatically cancel it.

Seller cancellation timelines

Sellers can cancel an order anytime before the "ship by" date. After this date, cancellation may only happen as part of platform-initiated cancellation due to delays or system rules.

Buyer-initiated cancellations

Buyers may cancel their order within the cancellation window specified for each product.

  • Cancellation timelines vary by product category.
  • Customised or made-to-order products cannot be cancelled once placed.

When a buyer cancels an order:

  • A full refund is issued as per the cancellation policy.
  • The cancelled order automatically moves from "Current orders" to "Past orders" in the buyer's account.

Operational or system-related cancellations

Sometimes, cancellations can occur where neither the buyer nor the seller is at fault. Such cases include:

  • Technical errors during pickup scheduling
  • No pickup attempted by the courier partner despite scheduling
  • Unforeseen operational issues within logistics or partner networks

Return policy

Returns are an integral part of marketplace operations. Seventh Square aims to ensure that the return process remains transparent, fair, and convenient for both buyers and sellers.

  • For any order returned by the customer, a refund will be issued to the buyer after the returned item is received and verified by the seller.
  • Products marked as non-returnable at the time of listing will remain non-returnable once delivered. These products are clearly shown as "Non-returnable" to customers on the product page.

Types of returns

Returns are classified into two categories:

Return in transit / Return to origin (RTO)

These occur when the product is returned without being delivered to the customer. Common cases include:

  • Delivery address not found
  • Buyer not available to receive the order
  • Buyer refuses or does not accept delivery
  • Delivery partner operational issues, including weather conditions, strikes, local restrictions, route disruptions, or other unforeseen circumstances.

Return by the customer

These returns occur after successful delivery. Cases include:

  • Manufacturing defect
  • Product delivered is not what was ordered
  • Incomplete order / missing items
  • Buyer does not like the product
  • Damaged product received
  • Product differs from the description on the product page

Return handling & processing rules

Return initiation

Return initiation is performed manually by the seller through the seller panel. If a seller does not initiate the return within 72 hours from the time the buyer submits a return request, the system will automatically process the return to avoid delays.

Non-genuine return requests

If the seller believes that a return request is not genuine, the seller may contact Seventh Square for review.

  • Once the seller raises a concern, the return request will be placed on hold until the issue is evaluated and resolved by Seventh Square.
  • Seventh Square may request additional information or evidence from the seller or the buyer to complete the review.

Returnable & non-returnable products

Category / Product type Sub-categories Action possible
Cement - Not eligible for return or exchange
Brick - Not eligible for return or exchange
Steel - Not eligible for return or exchange
Aggregates - Not eligible for return or exchange
Boards & Sheets - Not eligible for return or exchange
Pipes & Fittings UPVC pipes, CPVC pipes, Iron & Steel pipes, Other pipes Not eligible for return or exchange
Sanitaryware Faucets, Showers, Fittings & Allied Products Eligible for return
(refund) or exchange
Wash basins & Sinks, Water closets & Bidets, Bathtubs Not eligible for return or exchange
Electrical Wires & Cables Not eligible for return or exchange
Lighting, Home automation, Switches & Sockets, Switchboards, Electrical box, Switchgear, Conduit pipe, Electrical fittings Eligible for return (refund) or exchange
HVAC AC & Outdoor unit Not eligible for return or exchange
Exhaust fans, Ceiling fans, Water heater/Geyser, Accessories, Others Eligible for return (refund) or exchange
Construction Chemicals Wall putty, Solvents, Sealants, Adhesives, Grouts, Waterproofing, Primer, Screed, Mortar, Others Not eligible for return or exchange
Doors & Windows Metal, Wooden, Glass, UPVC Not eligible for return or exchange
Flooring & Wall Tiles, Wooden flooring, Natural stone, Pavers, Cladding brick Not eligible for return or exchange
Paints & Finishes Interior, Exterior, Wood & Metal finishes, Other finishes Eligible for return (refund) or exchange
Hardware Door & Window hardware, Furniture hardware, Bath hardware, Curtain hardware, Home lockers, Nails/Screws/Nuts/Bolts, Railings, Padlocks Eligible for return (refund) or exchange
Modular Kitchen & Bath - Not eligible for return or exchange
Roofing Metal roofing sheets & Accessories, Polycarbonate Sheets, Fibre cement sheets, Clay roof tiles & Accessories, Solar roofing, Ceiling panels Not eligible for return or exchange
Power & Hand Tools Hand tools, Power tools, Accessories Eligible for return (refund) or exchange

Refunds & replacements

Customers may request refunds or replacements depending on the return situation.

Refund eligibility

A refund may be issued in cases such as:

  • The product delivered is not what the customer ordered
  • The product does not match the listing description or specifications

Refunds are processed after the returned item reaches the seller and is verified.

Replacement eligibility

A replacement may be offered or requested in cases such as:

  • Manufacturing defects identified upon delivery
  • Wrong product delivered
  • Incomplete product delivered
  • Product arrives damaged
  • Product differs from the listing description
  • Product falls under an active manufacturer warranty

Replacement stock unavailable

If replacement stock is unavailable, the order will be might be converted into a refund as per mutual discussions between the customer, seller and the platform.

Cases where refund/replacement cannot be provided

  • Product is damaged while in the customer's possession
  • Product returned is different from what was originally shipped
  • The return/refund request is raised after the return window has expired
  • For non-returnable products or products whose return window has expired, only manufacturer warranty support (if applicable) can be offered.

Rejection of returns

  • Sellers may reject a return if it does not meet return eligibility conditions.
  • In case of rejection, the seller must provide clear reasons and supporting evidence (images/videos).
  • Seventh Square's decision will be final in disputed return rejections.

Additional guidelines for sellers

  • Maintain timely communication and update order statuses to ensure smooth return and refund operations.
  • Ensure accurate product descriptions, packaging, and quality checks to minimise returns.

Abuse of cancellation/return policy

Seventh Square reserves the right to take action against:

  • Buyers with excessive or suspicious return behaviour
  • Sellers with unusually high cancellation or return rates
  • Actions may include restrictions, penalties, or account review

Support

For any queries related to returns, cancellation handling, or applicable charges, please contact:
seller@seventhsq.com