In short
- If you bought something from a store built on LetBuyy, your refund is decided by that store under its own policy — not by us.
- Once a merchant issues a refund, the money returns by the route it was paid, and the timing is set by your bank.
- This page also covers refunds of what LetBuyy charges merchants directly.
This summary is written to be understood. The clauses below are what actually applies — where the two differ, the clauses govern.
If you bought from a store on LetBuyy
Your purchase contract is with the store, not with LetBuyy. The store sets its return window, its condition requirements, and who pays return shipping, and publishes them in its own refund policy.
Contact the store first — its contact details are in the storefront footer and on your order confirmation. It can see your order and act on it; we cannot act on it for them.
If a store will not respond or refuses to honour its own published policy, escalate to us through the grievance process. We can reach the merchant and, where a store is behaving badly, act against it.
NoteWe cannot force a merchant to refund you, and we cannot refund you from our own funds. What we can do is escalate, evidence, and enforce our policies against a store that misbehaves.
How a refund travels
Refunds return by the original payment route. A card payment goes back to that card; UPI goes back to the paying account. We cannot redirect a refund to a different destination.
Once the merchant issues it, the payment provider processes it and the shopper's bank credits it. Typical end-to-end time for Indian banks is five to seven business days, sometimes longer for credit cards where it appears on the next statement.
The delay after the merchant acts is bank-side. A merchant showing "refunded" and a bank not yet showing the credit is the normal state for several days.
Refunds on cash-on-delivery orders
There is no original payment route to reverse, so a COD refund is paid out separately — usually by bank transfer or UPI to details the shopper provides.
That makes COD refunds slower and more manual than online-payment refunds, and it makes them a common target for impersonation. A shopper should only ever give refund details to the store they actually bought from.
Partial refunds and gift cards
A merchant can refund part of an order — a single item, or an amount. The ledger records each movement against the original order, so a partially refunded order stays reconcilable.
Where an order was paid partly with a gift card, the gift-card portion is restored to the gift card and the remainder returns to the payment method. The balance is rebuilt from the ledger rather than adjusted directly, so it cannot drift.
For merchants: your obligations
You must publish a refund policy on your storefront. Payment providers require it before they will onboard you, and consumer law requires you to honour what you publish.
State the return window, the condition goods must be in, who pays return shipping, and how long a refund takes. Vague policies generate disputes you will lose.
You may not charge a cancellation fee that you do not also bear when you are the one cancelling.
For merchants: refund controls
Issuing a refund requires step-up verification. Refunds are irreversible once processed and are an obvious target if an account is compromised.
Every refund is recorded against the order with the account that authorised it. This is your audit trail in a dispute.
Refunds of LetBuyy subscription fees
Subscription fees are charged in advance. If you cancel mid-period, your plan runs to the end of the period you paid for and does not renew; we do not pro-rate the unused part.
If we charged you in error, tell us and we will correct it — that is a mistake, not a cancellation.
Questions about this document
Write to support@letbuyy.com and quote the clause number. For a complaint rather than a question, use the grievance process.