1. Overview
This Refund Policy sets out how Florvanta Commerce Pvt Ltd processes refunds for orders placed on the Platform. It should be read together with the Return Policy and the Terms & Conditions.
2. When You Are Entitled to a Refund
- Order cancelled by you before shipment.
- Order cancelled by the Vendor / Florvanta (out of stock, non-serviceable pincode, pricing error, KYC failure).
- Product returned and accepted after QC, per the Return Policy.
- Damaged, defective, wrong, or missing item reported within the timelines specified in the Return Policy.
- Failed online transaction where the amount was debited but the order was not confirmed.
3. Modes of Refund
- Online payment (UPI / Cards / Net-banking / Wallet): refunded to the original source account through the Payment Aggregator.
- Cash on Delivery (COD): refunded to a bank account of your choice through NEFT / IMPS after verification (see Section 6).
- Refunds are made in Indian Rupees (INR) only, at the invoice value; foreign-exchange fluctuations are not compensated.
4. Refund Timelines — RBI TAT Framework
Refund timelines follow the RBI Circular DPSS.CO.PD No.629/02.01.014/2019-20 dated 20 September 2019 on Harmonisation of Turn Around Time (TAT) and Customer Compensation for Failed Transactions, as amended.
| Scenario | Refund Initiation | Credit to Account |
|---|---|---|
| Order cancelled before shipment | Same day | 5-7 working days |
| Return approved after QC | Within 2 working days of QC clearance | 5-7 working days |
| UPI failed transaction (amount debited, order not placed) | Auto-reversal by acquiring bank | T+1 working day (per RBI TAT) |
| Card failed transaction (amount debited, order not placed) | Auto-reversal by issuing bank | T+5 working days (per RBI TAT) |
| Net-banking failed transaction | Auto-reversal by bank | T+3 working days (per RBI TAT) |
| Wallet / PPI failed transaction | Auto-reversal by PPI issuer | T+1 working day (per RBI TAT) |
“T” = date of the transaction. “Working day” excludes bank holidays. Timelines beyond RBI TAT attract customer compensation of ₹100 per calendar day of delay, as prescribed in the RBI Circular.
5. Partial Refunds
If only a portion of the order is returned, the refund will be for the returned line items less any category-specific shipping fee that was originally borne by the Vendor. Commission collected by Florvanta is refunded proportionately.
6. Cash on Delivery Refunds
For COD orders, you will be asked to provide bank account details (account number, IFSC, holder name) through a secure form. Refunds are made via NEFT / IMPS to that account only. For fraud prevention, the account holder’s name must reasonably match the registered customer name.
7. Failed Transactions
If your account was debited but no order was created on the Platform, please wait for the RBI TAT above. If credit is not received within TAT, raise a ticket via support@florvanta.co.in with the UTR / RRN / transaction reference and your registered mobile number. Compensation, if applicable under the RBI TAT circular, will be credited automatically by your issuing bank.
8. Chargebacks & Unauthorised Transactions
If you notice an unauthorised transaction on your card or account, please immediately (i) block your card/UPI with your bank, and (ii) notify us at grievance@florvanta.co.in within three (3) working days as per the RBI Circular on Limiting Liability of Customers in Unauthorised Electronic Banking Transactions (RBI/2017-18/15) so that we can co-operate with your bank on the chargeback.
9. How to Track Your Refund
Refund status is visible under My Orders → Order details → Refund status and via email/SMS. For online refunds, the ARN (Acquirer Reference Number) will be shared once initiated; use it with your bank to trace credit.
10. Grievance
Unresolved refund complaints beyond 15 days may be escalated to grievance@florvanta.co.in. If not addressed to your satisfaction thereafter, you may approach the RBI’s Complaint Management System (CMS) for issues relating to online payments and the RBI Ombudsman under the Integrated Ombudsman Scheme, 2021.