Cancellations and Refunds

Popup's Role

Popup facilitates payments between buyers and sellers. We do not sell products, fulfill orders, or make refund decisions. Cancellation and refund outcomes are determined solely by the seller based on their store's return policy. Buyers should review the seller's return and cancellation policy on the seller's store before purchasing.

For Buyers: How Refunds Work

Requesting a Refund

1. Contact the seller directly through their store — use the contact email or phone number listed on their store page
2. Provide your order number and reason for the refund request
3. Follow the seller's refund process and policy

Refund Timeline

• The seller decides whether to approve the refund based on their policy
• Once approved by the seller, refunds are typically processed within 5-10 business days
• It may take an additional 5-7 business days for the refund to appear in your account, depending on your bank or payment provider
• Refunds are credited to the original payment method used for the purchase

Order Cancellation

Whether an order can be cancelled depends on the seller's policy and the order status. Some sellers allow cancellation before shipping; others do not. Contact the seller as soon as possible if you need to cancel.

For Sellers: Refund Obligations

Under the Consumer Protection (E-Commerce) Rules 2020, sellers are required to:

• Clearly display their cancellation and refund policy on their store
• Process approved refunds in a timely manner
• Not refuse refunds for defective, damaged, or misrepresented products
• Honor the return window stated in their policy

Sellers can configure their return and cancellation policy through the Popup dashboard, and it will be displayed on their store automatically.

Platform Fees

Popup platform fees and payment processing fees are non-refundable, even if the underlying transaction is refunded between buyer and seller. This is because the platform service (order processing, payment facilitation) has already been provided.

Digital Products

Digital goods and services are generally non-refundable once delivered, unless the seller explicitly offers refunds in their policy. Buyers should verify the seller's refund terms for digital products before purchasing.

Disputes

If you are unable to resolve a refund issue directly with the seller, you may contact Popup for assistance. While we do not override seller refund decisions, we may:

• Help facilitate communication between buyer and seller
• Review whether the seller's policy complies with applicable consumer protection laws
• Take action against sellers who engage in unfair trade practices