Buying on Yamunaa
Returns and refunds
You should get what you paid for, in the condition it was promised. Quick orders from local stores can be reported within 48 hours. Marketplace orders have a return window shown on every product before you buy, usually 7 days, or longer where your local law gives you more time, such as 14 days for most online purchases in the UK and EU. Where a local law gives you more rights than this policy, the local law wins. Refunds go back to your original payment method, or instantly to Yamunaa Money if you choose. Sellers must honour the return window they show and cannot refuse valid claims.
On this page
Quick orders from local stores
- Report missing, wrong, damaged, expired or spoiled items within 48 hours through Help with this order.
- Fresh produce, dairy and chilled items should be reported within 24 hours with a photo.
- Refunds for quick orders are approved in minutes in most cases and sent the same day.
- You do not usually need to hand back perishable items. We may ask for a photo.
Marketplace orders from makers and brands
- The return window, usually 7 days from delivery, or longer where your local law requires it, is shown on every product page before you buy.
- Items must be unused, with tags and original packaging, unless they arrived damaged, defective or not as described.
- Some items cannot be returned for hygiene or safety reasons, such as innerwear, cosmetics once opened, and personalised goods. They are marked “Not returnable” on the product page.
- Damaged, defective, wrong or counterfeit items can always be reported, even if the item is marked not returnable.
- Pickup is arranged by Yamunaa at no cost to you when the problem is the seller’s.
- For cross border orders, customs duties you paid are refunded with the item when the return is accepted, where the customs rules allow it.
Refund timelines
- Yamunaa Money: instant, once the refund is approved.
- Instant bank payments such as UPI: 2 to 5 working days.
- Cards and online banking: 5 to 7 working days, depending on your bank.
- Pay on delivery: to Yamunaa Money, or to a bank account you add, in 2 to 5 working days.
- Timelines can vary by country and by bank. Refunds are made in the currency you paid in.
What sellers must do
- Show an accurate return window and honour it.
- Accept returns for items that are damaged, defective, wrong, incomplete, expired, fake or not as described.
- Inspect returned items within 2 working days of receiving them. If a seller does not respond, we refund the shopper.
- Never charge a restocking fee or ask for extra payment to process a return.
- Never tell a shopper to return an item outside Yamunaa.
Examples
Allowed
- A shopper reporting that the curd in a quick order was past its date, with a photo, the same evening.
- A seller rejecting a return because the saree was clearly worn and the tags were removed, with photos uploaded as proof.
Not allowed
- A seller listing “No returns” on a product page when the item arrives broken.
- A shopper returning a used lipstick in a new box.
- A seller asking the shopper to pay return shipping for a wrong item the seller sent.
Return abuse
Returning used, swapped or fake items, or making repeated false claims, is fraud. We track claims across accounts and may limit returns, pay on delivery or refunds for shoppers who abuse them.
What happens if you break this policy
- Sellers who refuse valid returns have the refund issued by Yamunaa and recovered from their next payout.
- A high rate of valid return claims can lead to listing suspension and a review of the seller’s account.
- Shoppers who abuse returns may lose return and pay on delivery options, and may be suspended for fraud.