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Refunds & Cancellations for Customers

Junobot WhatsApp Shopping Assistant

Effective Date: January 12, 2025 | Last Updated: January 12, 2025

Our Commitment to You:

At Acquire Job Skills (Junovortex Division), we value your time and money. This Refunds & Cancellations Policy outlines the terms for order cancellations, returns, and refunds on the Junobot platform. We strive to provide fair and transparent policies while ensuring quality service for all stakeholders.

1. Policy Overview

This policy applies to all purchases made through the Junobot WhatsApp shopping platform. By placing an order, you acknowledge and accept the terms outlined in this document.

Important Notice:

Junovortex acts as a technology facilitator connecting customers with vendors. While we facilitate the transaction, the actual sale contract is between you (the customer) and the vendor (the seller). Refund eligibility may vary based on vendor-specific policies and product categories.

2. Order Cancellation by Customer

2.1 Pre-Dispatch Cancellation

You can cancel your order before the vendor accepts and dispatches it. This is typically within a few hours of order placement.

How to Cancel:

  • Send a WhatsApp message to Junobot with command: /cancel-order [Order ID]
  • Or message: "Cancel my order #[Order ID]"
  • Our system will check order status and process cancellation if eligible
  • Full refund will be processed within 5-7 business days

2.2 Post-Dispatch Cancellation

Once the vendor has accepted and dispatched your order, cancellation becomes more complex:

  • You cannot directly cancel the order
  • You must wait for delivery and initiate a return request (see Section 3)
  • Standard return conditions and timelines will apply
  • Return shipping charges may be deducted from refund (unless product is defective)

Non-Cancellable Orders:

  • Orders for perishable goods (food, flowers) once dispatched
  • Customized or personalized products
  • Digital products/services already delivered
  • Orders marked "Out for Delivery"

3. Returns and Refunds

3.1 Return Eligibility

You can return products under the following conditions:

  • Defective/Damaged Products: Items received in damaged or defective condition
  • Wrong Product: Vendor shipped incorrect item
  • Missing Items: Ordered items not included in the package
  • Quality Issues: Product quality significantly differs from description
  • Size/Fit Issues: Apparel/footwear size mismatch (if vendor allows)

3.2 Return Window

Return Timeframes:

  • Standard Products: 7 days from delivery date
  • Electronics: 7 days (must be unopened for "change of mind" returns)
  • Apparel/Footwear: 7 days (unused, tags intact)
  • Defective Products: 7 days with photographic evidence

Note: Return window starts from the date of delivery, not order placement.

3.3 Return Process

  1. Initiate Return Request: Message Junobot with /return [Order ID] and specify reason
  2. Provide Evidence: Send clear photos of defective/damaged product if applicable
  3. Vendor Review: Vendor will review your return request within 24-48 hours
  4. Return Approval: If approved, you'll receive return instructions and pickup details
  5. Product Pickup: Courier will pick up the product from your address (or you ship it back)
  6. Quality Check: Vendor inspects returned product to verify condition
  7. Refund Processing: Refund initiated within 2-3 business days after verification
  8. Refund Credit: Amount credited to your original payment method within 5-7 business days

3.4 Return Conditions

For Successful Returns, Products Must Be:

  • ✓ Unused and in original condition (unless defective)
  • ✓ In original packaging with all tags, labels, and accessories
  • ✓ With invoice/receipt included in the package
  • ✓ Free from damage caused by customer misuse
  • ✓ Not washed, altered, or worn (for apparel)

4. Non-Returnable Items

The Following Items CANNOT Be Returned:

  • Perishable Goods: Fresh food, flowers, bakery items
  • Personal Care: Cosmetics, perfumes, skincare (once opened)
  • Intimate Wear: Undergarments, lingerie (hygiene reasons)
  • Customized Products: Personalized items, made-to-order products
  • Digital Products: E-books, software licenses (once delivered/activated)
  • Health Products: Medicines, supplements (safety regulations)
  • Jewelry & Precious Metals: (unless defective with certification)
  • Furniture & Large Appliances: (unless delivered damaged with proof)

These items are marked clearly on product listings. Please review carefully before purchase.

5. Refund Methods and Timelines

5.1 Refund Mode

Refunds are processed back to your original payment method:

  • Credit/Debit Card: Refunded to the same card within 5-7 business days
  • UPI: Refunded to linked bank account within 5-7 business days
  • Net Banking: Refunded to bank account within 5-7 business days
  • Wallets: Refunded to wallet within 3-5 business days

Bank Processing Time: While we initiate refunds promptly, the actual credit to your account depends on your bank's processing time. Some banks may take up to 10 business days to reflect the credit.

5.2 Refund Timeline

Expected Refund Timeline:

  • Pre-Dispatch Cancellation: 5-7 business days from cancellation
  • Vendor-Initiated Cancellation: 5-7 business days from cancellation
  • Product Return (Approved): 7-10 business days from product pickup
  • Defective Product: 5-7 business days after vendor verification
  • Payment Gateway Failure: 5-7 business days (auto-processed)

5.3 Partial Refunds

In certain situations, only partial refunds may be issued:

  • Return shipping costs deducted (for non-defective returns)
  • Restocking fee (for opened electronics - up to 10%)
  • Damage caused by customer misuse or negligence
  • Missing accessories or packaging components
  • Product used beyond acceptable trial/inspection period

6. Special Refund Cases

6.1 Payment Failure/Double Charge

  • If payment was deducted but order not confirmed, automatic refund within 5-7 business days
  • If double-charged, excess amount refunded immediately upon detection
  • Contact support@junovortex.com with transaction details for faster resolution

6.2 Vendor Out of Stock

  • If vendor cannot fulfill your order due to stock unavailability
  • Full refund processed automatically within 5-7 business days
  • You'll be notified via WhatsApp about cancellation and refund

6.3 Delivery Failure

  • If delivery fails after 2-3 attempts due to incorrect address or customer unavailability
  • Order returned to vendor; refund issued minus return shipping charges
  • Refund timeline: 7-10 business days after product returns to vendor

6.4 Unforeseen Circumstances

Rare Exceptional Cases:

In unforeseen situations where vendors are unable to fulfill orders (illness, natural disasters, business closure), you will be offered:

  • Option 1: Wait for service to resume (order postponed)
  • Option 2: Transfer to alternative vendor (if available)
  • Option 3: Full refund for undelivered orders

Management decision is final in such exceptional circumstances.

7. Product Categories and Policies

Fashion & Apparel

7-day return | Tags must be intact | Unworn condition

Electronics

7-day return | Original packaging | Unused for "change of mind"

Home & Furniture

7-day return | Assembly issues accepted | Delivery damage covered

Books & Media

7-day return | Sealed products only | No damage to cover

Beauty & Personal Care

Non-returnable if opened | Sealed returns within 7 days

Groceries & Food

Non-returnable (perishable) | Refund only if damaged on arrival

8. Customer Responsibilities

To Ensure Smooth Returns/Refunds:

  • ✓ Inspect products immediately upon delivery
  • ✓ Report defects/damage within 24 hours with photos
  • ✓ Keep original packaging, tags, and invoice safe
  • ✓ Initiate return requests within specified timeframes
  • ✓ Provide accurate reason for return (helps improve service)
  • ✓ Do not use/damage products before returning
  • ✓ Cooperate with courier for product pickup
  • ✓ Maintain communication via WhatsApp for faster resolution

9. Vendor-Initiated Cancellations

Vendors may cancel orders in certain situations:

  • Out of Stock: Product unavailable despite listing
  • Pricing Error: Obvious pricing mistakes on listing
  • Quality Issues: Product doesn't meet quality standards
  • Delivery Constraints: Cannot deliver to specified address
  • Fraud Detection: Suspicious order patterns

In all vendor-initiated cancellations, full refund is processed within 5-7 business days. You'll be notified via WhatsApp.

10. Refund Rejections

Refunds Will Be Rejected If:

  • ✗ Return request made after return window expires
  • ✗ Product is in used, damaged, or altered condition (unless defective on arrival)
  • ✗ Original packaging, tags, or accessories are missing
  • ✗ Product belongs to non-returnable category
  • ✗ False/fraudulent claim of defect (verified during inspection)
  • ✗ Damage caused by customer mishandling or negligence
  • ✗ Customer refuses to cooperate with verification process

Rejected products will be returned to you at your shipping cost.

11. Exchanges

Currently, Junobot does not offer direct product exchanges. If you need a different size, color, or variant:

  1. Initiate a return for the original product
  2. Once refund is processed, place a new order for desired product
  3. This ensures accurate inventory management and faster processing

Note: We may introduce direct exchange feature in future updates.

12. Compliance with Indian Laws

This policy is compliant with:

  • Consumer Protection Act, 2019: Ensures consumer rights for e-commerce transactions
  • E-Commerce Rules, 2020: Mandates clear refund/return policies
  • Information Technology Act, 2000: Data protection during refund process
  • Indian Contract Act, 1872: Governs purchase agreements and cancellations

13. Dispute Resolution

13.1 First Level - Customer Support

If you're unsatisfied with a refund decision:

13.2 Escalation - Grievance Officer

If issue remains unresolved:

  • Grievance Officer Email: grievance@junovortex.com
  • Acknowledgment: Within 48 hours
  • Resolution: Within 30 days as per IT Act, 2000

13.3 Legal Recourse

  • Unresolved disputes may be escalated to Consumer Court
  • Jurisdiction: Chennai, Tamil Nadu, India
  • Governed by laws of India

14. Refund Tracking

Track your refund status:

  • Send /refund-status [Order ID] to Junobot
  • Check refund initiation date and expected credit date
  • Receive notifications at key stages (initiated, processed, completed)
  • Contact support if refund not received after expected date

15. Policy Modifications

  • We reserve the right to modify this policy at any time
  • Changes will be communicated via WhatsApp and website
  • Material changes effective after 15 days notice period
  • Check "Last Updated" date for recent revisions

16. Contact Information

For Refund & Cancellation Support:

Legal Entity: Acquire Job Skills (Junovortex Division)
Registered Address: Shop 16, No. 5, First Floor, JP Complex Medavakkam Main Road, Madipakkam, Chennai 600091, Tamil Nadu, India

Contact Channels:

Business Hours: Monday to Saturday, 9:00 AM - 6:00 PM IST
Emergency Support: Available via WhatsApp 24/7 for order-related issues

17. Final Notes

Our Commitment: We strive to provide hassle-free returns and timely refunds. However, we also expect customers to respect vendor policies and use the return system responsibly. Fraudulent claims or abuse of return policy may result in account suspension.

Management's decision is final in exceptional circumstances or disputes requiring arbitration.

Thank you for shopping with Junobot! We're committed to your satisfaction. 🛍️

Document Version: 1.0 | Effective Date: January 12, 2025
© 2025 Acquire Job Skills - Junovortex Division. All rights reserved.