Policies
When an order can be cancelled, how refunds are calculated, which account the money goes back to, and how long each route takes.
Last updated
Effective from
This policy is the contractual position on cancellations and refunds. It sits alongside the Returns Policy, which explains the practical steps for sending something back, and the Shipping Policy, which covers delivery.
Woohl operates as a marketplace. Orders are fulfilled by the brands listed on the platform, and refunds are initiated by Woohl on their behalf once a cancellation or return is approved.
| When you cancel | What happens |
|---|---|
Before dispatch | Cancel yourself from your orders. The full amount, including any delivery charge, is refunded. |
After dispatch, before delivery | The order can no longer be cancelled. Refuse the delivery or raise a return once it arrives. |
After delivery | Use the return route within 7 days. See the Returns Policy. |
Refunds go back to the account the payment came from. Once we initiate a refund, the time it takes to appear is decided by your bank or payment provider, not by us.
| You paid by | Refund goes to | Typical time after initiation |
|---|---|---|
UPI | The same UPI-linked bank account | 1–3 business days |
Credit or debit card | The same card | 5–7 business days |
Netbanking | The same bank account | 5–7 business days |
Wallet via Razorpay | The same wallet | 1–3 business days |
Cash on Delivery | Your Woohl wallet, or a bank account you provide | 3–5 business days |
For returns, the refund is initiated once the item has reached the seller and passed its quality check. For pre-dispatch cancellations it is initiated immediately.
Product value is always refunded in full for eligible cancellations and returns.
Delivery charges are refunded when the order is cancelled before dispatch, or when the item was damaged, defective or incorrect. They are not refunded when a shipment is returned because delivery repeatedly failed or was refused.
Coupon discounts are not refunded as cash. If a coupon brought your order below its minimum value after a partial return, the discount is recalculated and the difference adjusted from the refund.
Wallet coins spent on an order are returned to your wallet, not converted to cash.
Cash on Delivery handling fees, where charged, are refunded only if the cancellation happens before dispatch.
If money leaves your account but the order does not appear, the payment was not captured. Razorpay auto-reverses uncaptured payments to the source account, usually within 5 to 7 business days, without any action from you.
If it has been longer than seven business days, write to hello@woohl.com with the transaction reference or UTR number and we will trace it with the gateway.
Group buys unlock a lower price when enough people join before the timer runs out. If a group does not fill in time, the group buy is cancelled automatically and every participant is refunded in full to their original payment method. No action is needed from you.
If you leave a group buy before it closes, your refund is initiated the same day.
Write to us first at hello@woohl.com with your order number. If the answer does not resolve it, escalate to our Grievance Officer — we acknowledge every complaint within 48 hours and close it within 30 days.
