Refund & Cancellation

Last updated:20/05/2026

At Shipowl (operated by Buzwide Technology Private Limited), we strive to offer smooth shipping and D2C Brand services. This policy explains our cancellation rules, return handling, and refund procedures.

01. Order Cancellations

By the Seller (D2C brand): You can cancel an order free of charge at any time before it has been processed, packed, or handed over to our shipping partner. Once the status changes to "Dispatched" or "In Transit", the order cannot be cancelled.

By the Supplier or Platform: An order may be cancelled by Shipowl or the supplier due to stock unavailability, service limitations in the buyer's area, or incorrect addresses. In such cases, you will be notified immediately, and any debited amount will be instantly refunded to your wallet.

02. Return to Origin (RTO)

Since D2C Brand relies on cash-on-delivery (COD) and delivery attempts:

  • If a customer rejects the delivery or is unavailable after 3 attempts, the courier partner marks it as RTO (Return to Origin).
  • RTO charges are applicable based on the forward shipping rate of the partner. Shipowl provides RTO risk management to minimize losses.
  • If the product is safely returned to the supplier's warehouse, the product price will be credited back, but forward and backward shipping fees are non-refundable.

03. Transit Damages & Lost Shipments

A. Eligibility

If a product reaches the customer damaged, defective, or is lost in transit by the shipping carrier, you are eligible for a 100% refund.

B. Claims Window

Claims must be raised via the support ticket dashboard within 48 hours of the delivery date. A clear unboxing video or images showing the damage are mandatory for approval.

04. Refund Processing Timelines

1

Wallet Credit (Recommended)

Refunds are processed instantly to your Shipowl wallet upon approval and can be used for future shipments.

2

Bank Account / Payment Source

If you request direct withdrawal to your source account or bank, it typically takes 5 to 7 working days to reflect, depending on the banking channel.

Subscription Refunds

Subscription upgrades (Pro or Enterprise plans) are billed on a monthly basis. Subscription cancellations take effect from the next billing cycle, and partial-month refunds are not provided.