Effective Date: 23 October 2026
Last Updated: 23 October 2026
Website: https://grabiecart.in/
Platform Operator: Digital Matrix Group
Welcome to Grabie Cart, an e-commerce marketplace operated by Digital Matrix Group.
Grabie Cart provides an online platform that connects customers with independent vendors who list and sell their products through our website and application.
Grabie Cart acts as an intermediary between customers and vendors. The products available on our platform are sold by the respective associated vendors, who are responsible for their product listings, product descriptions, quality, packaging, and fulfilment of applicable return and refund obligations.
Grabie Cart helps facilitate communication between customers and vendors and assists in coordinating return, refund, cancellation, and complaint-related requests in accordance with the applicable product policy and relevant laws.
This policy explains the conditions under which customers may request cancellations, returns, replacements, or refunds for purchases made through Grabie Cart.
Customers must carefully read and understand the applicable return and refund policy before placing an order.
Return, replacement, and refund conditions may differ from one vendor or product to another.
Before completing a purchase, customers should check:
Whether the product is eligible for return.
The permitted return period, if applicable.
Whether a replacement is available.
Whether refunds are permitted for the product.
The conditions for damaged, defective, incorrect, or missing items.
Any product-specific exclusions or special conditions.
Whether return shipping charges or other permitted fees apply.
Any evidence required to support a return or refund request.
The applicable product or vendor policy should be displayed or made accessible on the product page before checkout.
By placing an order, the customer acknowledges that they have had the opportunity to review the applicable product-specific policy. This acknowledgement does not waive any mandatory consumer rights under applicable law.
If the policy is unclear or unavailable, customers should contact the vendor or Grabie Cart support for clarification before purchasing.
Grabie Cart operates as an intermediary marketplace and provides a platform for vendors and customers to connect.
Our responsibilities may include:
Providing access to vendor product listings.
Facilitating communication between customers and vendors.
Receiving and forwarding return, refund, or complaint requests.
Assisting with the collection of supporting information.
Helping coordinate return shipping and refund processing where applicable.
Communicating the status of requests.
Escalating unresolved complaints in accordance with our procedures and applicable law.
Grabie Cart does not automatically approve every return or refund request. Each request is assessed according to the applicable product policy, the circumstances of the transaction, and applicable legal requirements.
Each vendor is responsible for:
Providing accurate product descriptions, images, specifications, and prices.
Clearly stating applicable return, replacement, and refund conditions before purchase.
Supplying products that conform to the order and applicable legal requirements.
Reviewing and responding to customer requests.
Accepting eligible returns and providing applicable refunds or replacements.
Complying with consumer protection, product safety, and other applicable laws.
Vendors must not use a product-specific policy to exclude or restrict consumer rights that cannot lawfully be excluded.
Customers may request cancellation before an order is dispatched, subject to the applicable order status, vendor arrangements, and relevant law.
Once an order has been dispatched or shipped, cancellation may no longer be available through the ordinary cancellation process. In such cases, customers may need to follow the applicable delivery refusal, return, or refund procedure.
Cancellation conditions may vary by product and vendor.
If a cancellation is accepted and payment has already been collected, the applicable refund will be initiated in accordance with this policy and applicable law.
Grabie Cart or the vendor may cancel an order where necessary due to reasons such as:
Product unavailability.
Pricing or listing errors.
Suspected fraudulent transactions.
Delivery or operational limitations.
Vendor inability to fulfil the order.
Legal or regulatory restrictions.
Where an order is cancelled after payment, the customer will be informed and an applicable refund will be processed.
Nothing in this section limits any cancellation or refund rights available to customers under applicable law.
A product may be eligible for return where the applicable product or vendor policy permits it.
Depending on the product and the circumstances, eligible reasons may include:
The product arrived damaged.
The product is defective or not functioning as described.
The wrong product, size, model, or variant was delivered.
The product materially differs from its description.
Parts, accessories, or items included in the order are missing.
The product was not delivered as agreed.
Another return reason permitted by the vendor's policy or applicable law.
Customers must submit a return request within the applicable return period, where a time limit is lawfully applicable.
The product may need to be returned with its original packaging, accessories, manuals, labels, and invoice, where reasonably applicable.
Return conditions must be consistent with applicable consumer protection laws. A vendor's policy cannot remove remedies that customers are legally entitled to receive.
Certain products may be non-returnable or subject to special conditions, where permitted by law.
Examples may include:
Personal care or hygiene products after opening, where legally justified.
Perishable goods.
Customised or personalised products.
Digital products or services, where applicable law permits restrictions.
Products that have been used, altered, damaged by the customer, or returned with missing components, subject to applicable law.
Products specifically identified as non-returnable under a clearly disclosed and lawful product policy.
Important: A product cannot be made non-returnable merely by displaying a disclaimer if the customer is entitled to a remedy under applicable law, including for defective, deficient, misrepresented, or otherwise legally non-compliant goods.
Customers should review the product page for the exact conditions before purchasing.
If a customer receives a damaged, defective, incorrect, or incomplete product, the customer should contact the vendor through Grabie Cart or submit a support request as soon as reasonably possible.
The customer may be asked to provide:
Order number.
Description of the problem.
Photographs or videos showing the issue, where reasonably available.
Photographs of the packaging or shipping label, where relevant.
Other reasonable information necessary to verify the claim.
The vendor and Grabie Cart may review the available information to determine the appropriate next steps.
Depending on the circumstances and applicable law, the available remedy may include repair, replacement, return, refund, or another appropriate resolution.
A customer will not be denied a legally available remedy solely because they cannot provide evidence that is not reasonably available or legally required.
Customers seeking to return a product should follow these steps:
Step 1: Review the product policy.
Check the applicable return period, eligibility conditions, and instructions displayed on the product page or order details.
Step 2: Submit a request.
Use the return or support option available on Grabie Cart, or contact the designated customer support channel.
Step 3: Provide order details.
Share the order number, reason for return, and any reasonably requested supporting information.
Step 4: Vendor review.
The relevant vendor will review the request and determine the next steps in accordance with the applicable policy and law. Grabie Cart may assist in facilitating communication.
Step 5: Return instructions.
If the return is accepted, the customer will receive instructions regarding the return address, packaging, collection, or shipment, as applicable.
Step 6: Product inspection, where applicable.
The vendor may inspect the returned item to verify its condition and compliance with the applicable return requirements, subject to applicable law.
Step 7: Resolution.
The customer will be informed of the applicable outcome, such as a refund, replacement, repair, or other remedy.
Customers should not ship a product to an unverified address or vendor without receiving the relevant return instructions, except where otherwise required by law.
Refunds may be available for eligible transactions in circumstances such as:
An accepted order cancellation.
An approved return.
A damaged, defective, incorrect, or materially misdescribed product.
Non-delivery or another qualifying fulfilment failure.
A refund required under applicable law.
Another circumstance expressly covered by the applicable product or vendor policy.
Refund eligibility will be assessed according to the facts of the case, the applicable policy, and relevant legal requirements.
Where a refund is approved, the amount will be calculated based on the applicable transaction and any lawful adjustments, if applicable.
The refund may include the product price and applicable delivery charges where required by the relevant policy or law.
Grabie Cart may help coordinate the refund between the customer, vendor, and payment service provider. The party responsible for issuing the refund will depend on the transaction arrangement and applicable law.
Once a refund is approved, it will be initiated within the applicable timeframe.
The time taken for the refunded amount to appear in the customer's account may depend on:
The vendor's refund processing arrangements.
The payment gateway or payment service provider.
The bank or payment method used.
Payment settlement and banking procedures.
Customers will be informed of the refund status through the available communication channel, where applicable.
If a refund has been approved but has not appeared within the communicated timeframe, customers may contact Grabie Cart support with the order number and refund reference, if available.
Any legally prescribed refund deadlines will take precedence over general processing estimates stated in this policy.
Where technically and legally possible, refunds will generally be issued through the original payment method.
Depending on the payment method and transaction arrangements, an alternative lawful refund method may be used where necessary and appropriately agreed upon.
Customers may be asked to provide limited information necessary to process a refund. Grabie Cart will not ask customers to disclose their UPI PIN, banking password, card security code, or one-time password to receive a refund.
Customers should remain alert to fraudulent refund calls, messages, or links.
Responsibility for return shipping charges will depend on the reason for return, the applicable product policy, the transaction arrangement, and applicable law.
For example:
Where a product is defective, damaged in transit, incorrect, or materially different from its description, the vendor or other responsible party may be required to bear applicable return costs.
Where a customer requests a return for a permitted change of mind, the applicable disclosed policy may determine who bears the return shipping cost, subject to law.
Where a delivery or collection service is arranged through Grabie Cart, the applicable return instructions will explain any relevant charges.
No return charge will be imposed where prohibited by applicable law.
Where permitted by the applicable product policy, customers may request a replacement or exchange for an eligible product.
Availability may depend on stock, product type, vendor arrangements, and the reason for the request.
If a replacement is unavailable, the customer may be offered another appropriate resolution, including a refund where required by the applicable policy or law.
An order may contain products sold by different vendors.
In such cases, return eligibility and refund decisions may be assessed separately for each product or vendor.
A return or refund for one product does not automatically cancel or refund the remaining items in an order unless the circumstances or applicable law require otherwise.
Customers should follow the relevant product-specific return instructions.
A return or refund request may be rejected where the request does not satisfy the applicable lawful conditions, such as an expired discretionary return period or a product condition that legitimately excludes a voluntary return.
Where a request is rejected, the customer should be informed of the reason, subject to applicable procedures.
If the customer disagrees with the decision, they may request a review through Grabie Cart's customer support or grievance redressal channel.
A request will not be rejected where doing so would unlawfully deny a customer's mandatory legal rights.
Grabie Cart and its associated vendors may investigate suspected fraudulent returns, false damage claims, manipulated evidence, or misuse of the refund process.
Any action taken must be proportionate and consistent with applicable law.
A legitimate complaint or lawful return request will not be treated as fraudulent merely because the customer exercises a consumer right.
If a customer is dissatisfied with the handling of a cancellation, return, replacement, or refund request, they may contact Grabie Cart for assistance.
Please provide:
Customer name.
Registered email address or mobile number.
Order number.
Vendor name, if available.
Description of the issue.
Relevant supporting documents or communication records.
Grievance Officer / Customer Support Contact: Muralidharan
Designation: Managing Director
Email: support@grabiecart.in
Grabie Cart will review the complaint and respond within the timeframe required by applicable law.
Customers retain the right to approach the appropriate consumer grievance or dispute-resolution authority where available under applicable law.
Grabie Cart may update this Return, Refund & Cancellation Policy from time to time.
The latest version will be published on our website with the revised date.
Changes will not remove mandatory consumer rights or retrospectively override applicable legal obligations.
Customers should review the applicable product policy before making a purchase.
For cancellation, return, refund, replacement, or grievance-related assistance, contact:
Grabie Cart – Digital Matrix Group
Website: https://grabiecart.in/
Email: support@grabiecart.in
Grabie Cart is committed to helping customers and vendors resolve order-related issues transparently and fairly, in accordance with the applicable product policy and Indian law.
