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Refund Policy

When you get your money back, how, and how long it takes

This policy explains when you get your money back, how it is sent, and how long each step takes.

Two timelines, two different parties

Your bank posts the credit
the bank controls this		Typically 5-7 business days after we send it. This is the bank's or card network's own processing time and is outside our control.

We do not promise when your bank will post a credit, because we cannot make it happen. We do tell you the moment we have sent it, with a reference you can quote to your bank.

1. When a refund is due

SituationWhat you get back
Order cancelled before dispatchThe full amount paid, including any delivery charge.
Order cancelled by usThe full amount paid. We do not deduct a fee for our own cancellation.
Approved return - wrong, damaged, defective or missing itemThe full amount paid for that item, including the delivery charge attributable to it.
Approved return - other reasonThe amount paid for the returned item. Where the return is not our fault, the outbound delivery charge may not be refunded, and we tell you before you return it.
Item undeliverable / returned to usThe amount paid, less the shipping and return costs actually incurred where the failure was caused by an incorrect address or an unjustified refusal. We tell you the amount deducted and why.
Payment taken but order not confirmedThe full amount. See section 3.
Duplicate or excess paymentThe full duplicate or excess amount. See section 4.
Lost in transitA replacement where available, or the full amount paid.

2. Where the money goes

Refunds are returned to the original payment method. A card payment goes back to that card; a UPI payment goes back to the account it came from; a payment through a payment provider is reversed through that provider.

This is not an inconvenience we impose - it is the control that makes refund fraud difficult. Money can only travel back down the path it came up, which means a refund cannot be diverted to someone who was never the payer.

Where the original method genuinely cannot receive the refund - a closed account, an expired card the provider will not accept a reversal on - we will agree an alternative lawful route with you and verify it before sending anything. We will not simply ask you to send us bank details over chat.

We will never ask for your PIN, OTP or password

99 MULTIPLE SOLUTIONS will never ask you for your UPI PIN, card PIN, CVV, net banking password, or any OTP in order to send you a refund. A refund is something we push to you - it never requires you to approve, authorise or enter anything.

Anyone asking you to enter a PIN, share an OTP, install a remote-access or screen-sharing app, or scan a QR code "to receive a refund" is attempting to take money from you, not give it to you. Scanning a QR code always sends money. End the call and report it to us through our complaints page.

3. Payment failed but your account was debited

This happens, and it is almost always temporary. A payment can be debited by your bank and still be reported to us as pending or failed, because the confirmation travels a different path from the money.

Do not pay again. Here is what happens:

  1. We re-check pending payments with the payment provider automatically, on a schedule.
  2. If the payment is confirmed, your order is confirmed and you are not charged twice.
  3. If the payment genuinely did not succeed, the amount is released by your bank or refunded by the provider.
  4. We reconcile the transaction with the provider before asking you to make any further payment.

If it has not resolved within a few hours, contact us with your order number and the bank reference or UTR from your statement. See the Payment Policy for more.

4. Duplicate and excess payments

If you have been charged twice for the same order, or have paid more than the order value, tell us with both transaction references. We verify both against the payment provider's records and refund the duplicate or the excess in full to the method it came from. A duplicate payment is never treated as a credit against a future order unless you ask for that.

5. Partial refunds

Where only part of an order is cancelled or returned, only that part is refunded. Where a discount or coupon applied to the whole order, it is apportioned across the items, so the refund reflects what you actually paid for the returned item rather than its list price. A refund can never exceed the amount actually captured for that order.

6. How a refund is processed

  1. Approval. We confirm the cancellation, or complete the inspection of a returned item.
  2. Initiation. We send the refund instruction to the payment provider that took the payment.
  3. Reference. A refund reference is recorded against your order, and a credit note is issued against the original invoice. The original invoice is never altered - it is a financial record.
  4. Bank credit. Your bank or card issuer posts the credit to your account.

7. Checking the status of your refund

The status is shown on your order in your account, together with the credit note. If we have initiated a refund and your bank has not posted it within the window above, contact us and we will give you the refund reference to quote to your bank - with that reference your bank can trace it.

8. If you disagree with a refund decision

If we have declined a refund, reduced one, or you believe an amount is wrong, raise a complaint through our Complaints & Grievance Redressal page. You will get a complaint reference and a tracked response. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.

9. Help with a refund

Policy version 1.0 · last reviewed 21 Sep 2026

Last updated 21 Sep 2026.

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