Cancellation & Return

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Vendor-controlled policies: TownZa is a marketplace of independent local vendors. Cancellation and return eligibility depends on each vendor's individual policy. Always check the vendor's store page before purchasing.

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Order Cancellation

When and how you can cancel an order

✅Can cancel if the vendor has not yet accepted or shipped your order

✅Full refund issued automatically if cancelled before dispatch

❌Cannot cancel once the order has been shipped or out for delivery

❌Customised or made-to-order items cannot be cancelled after confirmation

How to Cancel — Step by Step

Go to My Orders

Log into your account and open My Orders. Find the order you want to cancel.

Check the Order Status

If the status is Pending or Processing, a cancel option will be available. Orders marked Shipped cannot be cancelled.

Request Cancellation

Click Cancel Order and select a reason. The vendor will be notified immediately.

Refund is Initiated

Once the cancellation is confirmed, your refund is automatically initiated. See the Refund Timeline below for how long it takes.

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Returns & Replacement

When you can return an item and how to do it

✅Wrong item received — eligible for return or replacement

❌Change of mind — only if the vendor explicitly allows it in their policy

✅Damaged or defective item — eligible if reported within the vendor's return window

❌Innerwear, undergarments, and similar intimate apparel cannot be returned for hygiene reasons

✅Item not as described — significantly different from listing photos or description

❌Used, worn, or washed items — must be in original unused condition with tags

How to Request a Return — Step by Step

Check Vendor's Return Policy

Open the vendor's store or product page and check if returns are accepted. Look for the return window (e.g. "7-day return").

Open the Order

Go to My Orders, find the delivered order, and click Return / Replace if available.

Describe the Issue

Select the reason for return (wrong item, damaged, etc.) and optionally upload a photo as proof. This helps resolve your request faster.

Vendor Reviews Your Request

The vendor will approve or reject the return request within their stated timeframe. You will be notified by email.

Ship the Item Back

If approved, pack the item securely in its original packaging with all tags intact and hand it to the pickup agent or ship to the vendor's address.

Refund or Replacement Processed

Once the item is received and inspected by the vendor, your refund or replacement is processed. See timeline below.

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Refund Timeline

How long refunds take by payment method

Payment Method	Refund To	Estimated Time	Speed
UPI (GPay, PhonePe, Paytm)	UPI linked bank account	1–3 business days	Fast
Debit / Credit Card	Original card	5–7 business days	Medium
Net Banking	Bank account	3–5 business days	Medium
Wallet (Paytm Wallet etc.)	Source wallet	1–2 business days	Fast
Cash on Delivery (COD)	Bank account (NEFT) or store credit	5–7 business days	Slow

Note: Timelines start from the day the cancellation is confirmed or the returned item is received by the vendor. Refund delays beyond these windows should be reported to your bank. If the issue persists, Report a Problem and we'll assist you.

Need help with your order?

Can't find the cancel or return option? Our support team is here to help.

Report a Problem My Orders View FAQ