Cancellation Policy

1. Order Cancellation by Customer

1.1 Customers may cancel an order only before it is dispatched from our warehouse.

1.2 Once an order has been dispatched, cancellation requests shall not be entertained. Customers may, however, refer to our Return & Refund Policy for eligible cases.

1.3 Cancellation requests must be raised through the platform or by contacting customer support with order details.

2. Refusal of Delivery / Return to Origin (RTO)

2.1 If a customer refuses to accept delivery of an order, or if delivery fails due to reasons attributable to the customer (including incorrect address, unavailability, or non-response), such order shall be treated as a Return to Origin (RTO).

2.2 In case of prepaid orders, refund (if applicable) shall be processed only after the product is received back at our warehouse, subject to verification.

2.3 Shipping charges, Cash-on-Delivery (COD) charges, and any convenience fees are non-refundable.

3. Cancellation by the Company

The Company reserves the right to cancel any order at its sole discretion, including but not limited to the following circumstances:

  • Product is unavailable or out of stock 
  • Errors in pricing or product information 
  • Suspected fraudulent or unauthorized transactions 
  • Operational or logistical constraints 

In such cases, any amount paid by the customer shall be refunded in full without deductions.

4. Refund on Cancellation

  • Prepaid Orders: Refund shall be initiated to the original payment method. 

Timelines:

    • Refunds are typically processed within 3–7 working days from approval of cancellation. 
    • Actual credit timelines may vary depending on the customer’s bank/payment provider. 

5. Modification of Orders

    • Once an order is placed, modification (change in address, product, quantity, etc.) may not be permitted. 
    • Customers are advised to carefully review order details before placing the order. 

6. Customer Support for Cancellation Requests

Customers may raise cancellation requests through:

    • Phone: 1800 266 0808 
    • Email: pin.info@in.pigeon.com 
    • Working Hours: Monday to Friday (excluding holidays), 09:00 to 18:00

Refund & Return Policy

1. Eligibility for Return of a Product

(A) A customer may request a return, replacement, or refund only on the following grounds:

  • (i) Incorrect Product Delivered

  • (ii) Damaged Product (Transit Damage)

  • (iii) Manufacturing Defect

  • (iv) Missing Items / Short Supply

  • (v) Product Not as Described

(B) The claim/ complaint regarding the product to be returned (“Returnable Product”) shall be raised within 48 hours from the date of delivery through channels as specified in this policy.

(C) The product is unused, in its original packaging, with all original contents including price tags, labels, barcodes, user manuals, warranty cards, invoices, accessories, parts, freebies, and the original box.

(D) A product shall not be liable to be returned in the following circumstances:

  • i) Product altered, assembled, or damaged post-delivery

  • ii) Free products or promotional items.

2. Unboxing Video Requirement

(A) The unboxing video is strongly recommended to facilitate faster verification. In absence of such video, Pigeon India may assess the claim based on available evidence and reserves the right to accept or reject the request.

(B) The customer shall provide:

  • i) A clear unboxing video recorded from the moment the package/box is being opened,

  • ii) Showing the parcel in sealed condition, the opening process, and the issue being claimed.

3. Claim / Complaint Acknowledgment & Verification

(A) Pigeon India shall acknowledge the claim/ complaint and provide a ticket number to the customer within 2 working days from the date of receipt of the claim/ complaint.

(B) Upon Pigeon India requesting video evidence, the customer shall provide the same as promptly as possible.

(C) Upon receipt of the claim and video evidence, Pigeon India shall verify the video and the product condition.

(D) Based on the assessment, Pigeon India may:

  • Approve a full refund, or
  • Replace missing/damaged components, or
  • Provide a replacement product.

If the claim is not substantiated through evidence, or the issue is not attributable to Pigeon India or its logistics partners, the request may be rejected.

4. Return Pickup & Processing

(A) Upon approval, Pigeon India will arrange pickup through its logistics partner, wherever
available.

(B) The customer must keep the product packed with all original items, accessories, and invoice.

(C) In case pickup is not available, the customer may be asked to self-ship the product as
instructed.

(D) All returned products will be inspected upon receipt.

(E) Refund/ replacement will be processed only after successful verification by physical inspection of the Returnable Product.

(F) If the product fails inspection, the return may be rejected and sent back to the customer at their cost.

5. Replacement of Returnable Product

(A) In case a replacement is approved, Pigeon India shall arrange for dispatch of the replacement product.

(B) The replacement shall be processed and fulfilled as a fresh order, including applicable dispatch timelines and logistics handling.

(C) Delivery timelines for the replacement may vary based on product availability and serviceability of the delivery location.

6. Refund Method & Timelines

(A) Once the refund is approved:

  • (i) Prepaid orders: Refund will be issued to the original payment method.

  • (ii) COD orders: Refund will be made via bank transfer, for which the customer must provide accurate bank details.

(B) Refunds are typically processed within 3–7 working days after approval. However, in case of COD orders, it may take up to 15 working days to process the refund.

Note: Actual credit timelines may vary as per the customer’s bank.

7. Redressal Timeline 

Pigeon India shall make best efforts to redress and resolve the complaint within one month from the date of receipt of the complaint, subject to timely cooperation by the customer. 

8. Customer Responsibility

  • Customers are advised to retain the original packaging for at least 7 days from delivery for
    verification purposes.
  • Customers shall ensure accurate personal and banking details for refund processing.

9. Products under Warranty Coverage

  • Products covered under warranty shall be governed by Pigeon India’s applicable warranty terms, and any warranty claims may be resolved through repair, replacement, or service support, without refund, except where specifically approved by Pigeon India.

10. Means of Communication for complaint/ return, etc.

  • Phone: 1800 266 0808
  • Email: pin.info@in.pigeon.com.
  • Available Monday to Friday (excluding holidays) from 09:00 to 18:00.