Cancellation & Refund Policy
Fair & Prompt Refunds
Understand when orders can be cancelled, how refunds are processed, and the criteria for exceptional review.
Last updated: September 2, 2026
Pre-Warehouse Only
Cancellation is available only for orders that have not yet been accepted by the warehouse.
Within 2 Hours
Requests must be initiated within 2 hours of placing the order, prior to warehouse acceptance.
Locked Once Confirmed
Once confirmed and accepted by the warehouse, user cancellation is strictly locked and unavailable.
Exceptions (Not Guaranteed)
Post-acceptance requests are reviewed for exceptional cases only, but approvals are not guaranteed.
1Policy Overview & Applicability
At MartLiv ("we", "us", or "our"), we strive to pack and deliver fresh groceries and daily essentials in the shortest possible time. Due to the high-velocity nature of quick-commerce fulfillment and perishable inventory, order cancellation and refund requests are governed by the strict operational guidelines set forth below.
This Cancellation & Refund Policy applies to all orders placed through the MartLiv website and mobile application. By placing an order with MartLiv, you acknowledge and agree to comply with these terms.
2Order Cancellation Eligibility Criteria
A user is permitted to cancel an order and receive a full refund ONLY when all of the following conditions are simultaneously met:
Warehouse Acceptance Threshold
The order has not yet been accepted or acknowledged by the warehouse (order remains in "Pending" or "Placed" status).
Time Limit: Within 2 Hours
The cancellation request is initiated within 2 hours of placing the order. Whichever occurs first—the 2-hour window expiring or the warehouse accepting the order—will permanently close the user cancellation option.
Once your order is confirmed and accepted by the warehouse, picker associates immediately pick items from shelves and pack perishable items in temperature-controlled bags. Therefore, it is NOT available for the user to cancel the order once confirmed and accepted by the warehouse. The "Cancel Order" button will automatically be deactivated and locked in your app and account dashboard.
3Order Status & Cancellation Availability Matrix
| Order Stage | Warehouse Status | User Cancellation Allowed? | Refund Outcome |
|---|---|---|---|
| Pending (within 2h) | Not accepted yet | Yes (Eligible) | 100% Full Refund to original payment method |
| Accepted by Warehouse | Accepted & Confirmed | Locked / Not Available | Order proceeds to packing; no refund without approved exceptional support case |
| Processing / Packed | In fulfillment / packed | Locked / Not Available | Non-cancellable; stock deducted and packed |
| Picked Up / In Transit | Handed over to rider | Locked / Not Available | Delivery in progress; returns not accepted at doorstep |
4Exceptional Circumstances (Reviewed on Merit, Not Guaranteed)
Once an order has been accepted by the warehouse, normal user cancellation is not available. Any subsequent cancellation or refund request can only be submitted as an Exceptional Circumstance Request to our customer support team.
Submitting an exceptional request does not guarantee a cancellation, return, or refund. Every request is thoroughly verified against our warehouse scanning records, delivery partner GPS tracking, and item photos. Approval is granted strictly at the sole discretion of MartLiv management after objective verification.
Situations Eligible for Exceptional Case Review:
A. Severe Fulfillment Failure or Unforeseen Delay
If the warehouse or rider experiences unprecedented technical or logistical delays exceeding 120 minutes past the estimated delivery window without prior notification, you may request an exceptional cancellation before delivery.
B. Out of Stock After Warehouse Acceptance
If an item is found out-of-stock or fails quality inspection during warehouse picking, a full refund for that specific item is automatically issued to your original payment method.
C. Damaged or Expired Goods at Delivery
If goods are received damaged, spoiled, or past their printed expiry date, you must contact support within 24 hours of delivery with clear photo or video evidence.
D. Incorrect Item Delivered
If the delivered item materially differs from what you ordered (verified by invoice/item packaging), support will arrange a replacement or refund for the missing/wrong item.
5Refund Processing Timelines & Methods
When an eligible cancellation or exceptional refund is approved, the refund is initiated automatically to the original payment source used during checkout via our payment partner, PhonePe:
UPI Payments (PhonePe, GPay, Paytm)
2 to 4 Hours (Max 24–48 Hours)
Typically credited back directly into your linked bank account via NPCI instant UPI settlement.
Debit / Credit Cards & Net Banking
3 to 7 Business Days
Subject to your card issuing bank's settlement schedule and RBI banking clearing cycles.
Cash on Delivery (COD) - Pre-Acceptance
₹0 Charged / Instant Release
Since no payment was collected, the order is cancelled and reserved inventory is immediately returned to stock.
COD - Approved Exceptional Refunds
2 to 4 Business Days
Credited via UPI ID or direct bank transfer (NEFT/IMPS) upon verification and submission of recipient bank details.
6Non-Refundable Circumstances
MartLiv reserves the right to decline cancellation and refund requests in any of the following instances:
- Cancellation attempts made after the warehouse has accepted or dispatched the order without approved exceptional grounds.
- Cancellation requested after the 2-hour window has expired, regardless of warehouse load.
- Incorrect, incomplete, or unserviceable address or unreachable phone number provided by the user.
- Refusal to accept the delivery at the doorstep when goods match the order and arrive within reasonable time.
- Fresh/perishable produce consumed, tampered with, or discarded without photographic evidence.
- Discrepancy claims submitted more than 24 hours after the delivery has been marked completed.
7How to Cancel an Eligible Order (Step-by-Step)
Check Order Status
Confirm that your order status is Pending (not accepted by warehouse) and within 2 hours of placement.
Tap "Cancel Order"
Select your reason and confirm. Your refund will be triggered immediately through our PhonePe gateway.
8. Related Policies
Please review our related legal policies for complete clarity on how we manage your orders, accounts, and private data:
Customer Support & Grievance Redressal
If you have an exceptional circumstance request or inquiry regarding an existing refund transaction, reach out to our team with your Order ID:
Operating Hours: 7:00 AM – 11:00 PM IST (All 7 Days)
Resolution Turnaround: Initial response within 24 hours; exceptional disputes investigated and resolved within 48–72 hours.