Refund and Cancellation Policy
Any capitalized terms used herein, unless otherwise defined, shall have the meanings ascribed to them in the Terms of Use, which govern the use of our website www.bulkmart.co.in and our mobile and handheld device applications. The website and application are collectively referred to as the “Platform.”
Customer-Initiated Cancellations
As a general policy, once an order is placed, the Buyer is not entitled to cancel it. In the event that a Buyer cancels an order after placement, BulkMart reserves the right to impose a charge equivalent to 100% of the order value as compensation for any losses incurred due to the breach of contract terms. BulkMart may, at its discretion, either retain the order value for prepaid orders or recover the equivalent amount from the Buyer’s subsequent orders for postpaid transactions, to compensate merchants and Partner Delivery Providers (PDPs).
Non-Customer-Initiated Cancellations
BulkMart reserves the right to impose a penalty for orders that must be canceled for reasons not attributable to BulkMart, including but not limited to:
- The Buyer providing an incorrect or invalid address, or an address outside BulkMart’s delivery zone;
- Inability to contact the Buyer via phone or email at the time of order delivery;
- Failure to deliver the order due to insufficient information, directions, or authorization from the Buyer at the time of delivery; or
- Unavailability of all items ordered by the Buyer at the time of order placement.
In the unlikely event of item unavailability, BulkMart will contact the Buyer using the phone number provided during order placement to inform them of such unavailability. In such cases, the Buyer may cancel the entire order and shall be entitled to a refund of up to 100% of the order value.
For cancellations necessitated by reasons attributable to BulkMart, the merchant, or the PDP, no penalty shall be imposed on the Buyer.
Cancellation Policy
Orders placed through the Platform are generally non-cancelable and non-refundable, except under the following condition:
The order is canceled by Bulkmart for reasons not attributable to the Buyer, including but not limited to the unavailability of ordered items or the absence of an available PDP.
BulkMart, at its sole discretion, reserves the right to evaluate cancellation requests to determine if they meet the aforementioned conditions. If BulkMart determines that the request satisfies these conditions, the cancellation will be processed, and any applicable refund, after necessary deductions, will be issued to the Buyer. For cancellation requests that do not meet these conditions, BulkMart may charge up to 100% of the order value.
Refund Policy
Buyers may be eligible for a refund for prepaid orders, subject to BulkMart’s discretion to deduct any applicable penalties from the refundable amount. Refunds may also be issued, up to the proportionate value, if an item or the entire order is found to be tampered with or damaged, and the Buyer refuses delivery for such reasons.
Buyers may be entitled to a refund of up to one hundred percent (100%) of the order value if the PDP fails to deliver the order due to reasons attributable to either the PDP or BulkMart. Such refunds will be evaluated on a case-by-case basis at BulkMart’s discretion. BulkMart’s decision regarding refunds shall be final and binding.
Additionally, Buyers may be eligible for a refund of up to one hundred percent (100%) of the item or order value, or a replacement of the items or entire order (as applicable), provided the issue is reported within the specified claim window outlined in the product description page and is supported by required evidence. Eligible reasons include:
- Tampered or damaged packaging of an item or the entire order;
- Incomplete order delivery;
- Delivery of incorrect items.
No replacement, refund, or other resolution will be provided without the merchant’s prior approval. All refunds will be credited to the Buyer’s account as per the chosen payment method, with the estimated timelines detailed below. If the Buyer does not opt to credit the refund to their BulkMart wallet, the following timelines apply:
| Process | Payment Method | Refund Source | TAT |
| Order Edit/ Cancellation/ Compensation/ Payment Failure | Net Banking | Source | 5-7 Business Days |
| Debit/ Credit Cards | Source | 5-7 Business Days | |
| UPI | Source | 2 Hours | |
| Amazon Pay (Wallet) | Source | 5-7 Business Days | |
| Amazon Pay (CC/DC/NB) | Source | 5-7 Business Days | |
| Phone Pe (Wallet) | Source | 5-7 Business Days | |
| Phone Pe (CC/DC/NB) | Source | 5-7 Business Days | |
| Wallets-Paytm/Mobikwik/Freecharge | Source | 2 Hours | |
| Lazy Pay | Source | 2 Hours | |
| Sodexo | Source | 5-7 Business Days |
For orders paid upon delivery, the Buyer will not be required to make payment in the following cases, provided the issue is reported to BulkMart Customer Care through the Platform before the order is marked as delivered:
- Orders with tampered or damaged packaging at the time of delivery;
- Delivery of incorrect orders; or
- Missing items in the Buyer’s order at the time of delivery.
Specific Terms for the Purchase of Tobacco Products
Cancellation
As a general policy, Buyers are not permitted to cancel orders for tobacco products once placed. In the event of cancellation by the Buyer, Bulkmart reserves the right to impose a cancellation fee equivalent to 100% of the order value. Bulkmart may either retain the order value for prepaid orders or recover the fee from subsequent orders for postpaid transactions to compensate merchants and PDPs.
Non-Customer-Initiated Cancellations
BulkMart reserves the right to impose a cancellation fee for orders canceled for reasons not attributable to BulkMart or the merchant, including but not limited to:
- The Buyer providing an incorrect or invalid address outside BulkMart’s delivery zone;
- Inability to contact the Buyer via phone or email at the time of delivery;
- Failure to deliver due to insufficient information, directions, or authorization from the Buyer; or
- The Buyer’s failure to provide a valid One-Time Password (OTP) to the PDP for delivery verification.
Refunds
Buyers may be eligible for a refund for prepaid tobacco product orders, subject to the deduction of any applicable cancellation fees, at BulkMart’s sole discretion. Refunds may be requested for the following reasons:
- The order could not be delivered within two hours;
- The merchant cancels the order for reasons not attributable to the Buyer, including but not limited to store closure, unavailability of items, inability to service online orders, or overcrowding at the store.
Refunds of up to 100% of the order value may be issued, depending on the nature of the issue. BulkMart reserves the right to evaluate cancellation and refund requests to determine eligibility. If the request is deemed valid, BulkMart will process the cancellation and issue a refund to the Buyer.