Refund, Return & Cancellation Policy

 

We do not accept returns for our products apart from Manufacturing Defect or Damage during transportation. If there is any defect you need to inform it to us by sending an email or calling our call-center within 24 hours of receiving & accepting the product. We believe in complete customer satisfaction, and any product which you have received in a damaged condition due to transportation or manufacturing defect can either be replaced or refunded. Refund requests will be carefully considered by our customer service team. To further expedite your refund/return/cancellation process you can contact us by emailing us at support@paxindia.in

Shipping Policy

Shipping Options & Delivery Costs

We offer the following shipping options - you will be asked to select a shipping method at checkout.

[your shipping rates here]

 

Order Processing Time

All orders placed before 2 PM Monday to Friday are processed and dispatched the within 7 – 10 working days. All orders placed during the weekend or on a public holiday will be sent from our warehouse on Monday or on the next business day.

 

Delivery Address & P.O. Boxes

Please note that we are unable to modify the delivery address once you have placed your order. We are sorry but we do not ship to P.O. boxes.

 

International Orders

Your package may be subject to import duties and taxes. You, as the customer, are responsible for paying those fees. We recommend that you check with your local customs office before placing an order on our website as these fees can sometimes be significant and we are unable to calculate these for you.

 

Tracking Your Order

Once your order has been dispatched, we will send you a confirmation email with tracking information. You will be able to track your package directly on the carrier’s website.

 

Once your order is confirmed,

Return Policy

How long will the return process take?
Once your return request has been placed with Customer Service, it usually takes about 72 hrs to have the product picked from your place and another 4 days to initiate refund subject to product inspection. Once the item is received in our warehouse, it undergoes a Product Inspection which takes about 2 days. Typically the refunds are initiated within 2 days after product inspection. The receipt of the refund would depend on the mode of payment chosen by you.

Refund Policy

Typically the refunds are initiated within 2 days of Product Inspection. Receipt of the refund would depend on the mode of payment chosen by you. For Debit Card and Credit Card transfers the time taken for refund depends finally on the bank. Though we would love to expedite the same, our hands are tied. Also, you can assume additional delay for nationalised banks. Expected timeline for refund: 5 - 7 Working/Business days.

Cancellation Policy

You can also get in touch with our Customer Care team with your order number to raise a cancellation request. Cancellation duration takes typically one day after confirming cancellation by emailing us at support@paxindia.in If your order has been dispatched but yet to be delivered, please do not accept delivery and contact Customer Care to inform them of the same. In case of Prepaid orders Refunds will be processed as per our Return policies

 

 

Cancellation and Refund Policy

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.PAX.com (the “Website”) and our ‘PAX’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

1.     Customer Cancellation

1.    As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one-minute of the Order being placed. However, subject to Buyer’s previous cancellation history, PAX reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of PAX. 

2.    If Buyer cancels his/her Order after one minute of placing it, PAX shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by PAX, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.

2.     Non-Customer Cancellation

1.    PAX reserves the right to collect a penalty for the Orders constrained to be cancelled by PAX for reasons not attributable to PAX, including but not limited to:

1.     in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;

2.     failure to contact Buyer by phone or email at the time of delivering the Order booking;

3.     failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or

4.     unavailability of all the items ordered by Buyer at the time of booking the Order; or

5.     unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, PAX will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.

2.    In case of cancellations for the reasons attributable to PAX or the Merchant or PDP, PAX shall not collect any penalty from the Buyer. PAX reserves the right to look into the cancellation request of the Buyer and determine if such cancelation request falls under the conditions mentioned above. If PAX is satisfied that the request and same fulfills any of the aforesaid conditions, then PAX shall process the cancellation request and refund amounts to the Buyer.

4.     Refunds

1.    Buyer may be entitled to a refund for prepaid Orders.  PAX retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason;

2.    Buyer may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or PAX, however such refunds will be assessed on a case to case basis by PAX.

3.    Our decision on refunds shall be final and binding.

4.    All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyer’s wallet with his/her PAX Account;

Process

Payment Method

Refund Source

TAT

Order Edit

/Cancellation/Compensation/Payment Failure

Net Banking

Source

5-7 Business Days

Debit/Credit Cards

Source

5-7 Business Days

UPI

Source

2 Hours

Amazon Pay (Wallet)

Source

5-7 Business Days

Amazon Pay (CC/DC/NB)

Source

5-7 Business Days

Phone Pe (Wallet)

Source

5-7 Business Days

Phone Pe (CC/DC/NB)

Source

5-7 Business Days

Wallets-Paytm/Mobikwik/Freecharge

Source

2 Hours

Lazy Pay

Source

2 Hours

Sodexo

Source

5-7 Business Days

5.     In case of payment at the time of delivery, Buyer will not be required to pay for:

1.    Orders where packaging is either tampered or damaged at the time of delivery;

2.    Wrong Order being delivered; or

3.    Items missing from Buyer’s Order at the time of delivery.

Provided the same is communicated to PAX Customer Care through the Platform before the Order is marked delivered.

6.     Specific Terms with respect to Use of Platform for purchase of alcoholic beverages

1.    Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, PAX shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.

2.    Non-Customer Cancellation: PAX reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by PAX for reasons not attributable to PAX or Merchant, including but not limited to:

1.     in the event if the address provided by the Buyer is either wrong or falls outside the PAX’s delivery zone;

2.     failure to contact the Buyer by phone or email at the time of delivering the Order;

3.     failure to deliver the Buyer’s Order due to lack of information, direction or authorization from the Buyer at the time of delivery; or

4.     the Buyer’s failure to provide a valid OTP to the PDP for receiving delivery

3.    Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by PAX in its sole discretion, if refund has been requested due to the following reasons:

5.     If the Order could not be delivered within 2 hours;

6.     If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.;

7.     If PAX cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of PDPs, etc.

The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. PAX reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case PAX shall process the cancellation request and refund to Buyer.

 

Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the PDP and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.

Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. PAX is merely facilitating the transactions between the Merchant and the Buyer and therefore, PAX shall assume no liability with respect to the products sold by the Merchant. PAX strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.