RETURN, REFUND, CANCELLATION, REVERSAL & CHARGEBACK POLICY

Website: https://premiumgoodshop.com/
Effective Date: 14 August 2026
Last Updated: 16 August 2026

Operated by: Premiumgood Solution Private Limited
(hereinafter referred to as “PremiumGoodShop”, “Company”, “Platform”, “we”, “us” or “our”)

PremiumGoodShop is an e-commerce marketplace/platform that facilitates the purchase and sale of products between customers and participating sellers/vendors. This Return, Refund, Cancellation, Reversal & Chargeback Policy (“Policy”) governs requests relating to cancellation, return, replacement, refund, failed-payment reversal, payment disputes and chargebacks arising from purchases made through the Platform.

This Policy shall be read together with the Platform’s Terms & Conditions, Privacy Policy, Shipping Policy, Vendor/Seller Terms, product-specific terms and any other policies published on the Platform.

Where any mandatory provision of applicable Indian law provides a consumer with a right or remedy greater than that expressly stated in this Policy, the mandatory legal provision shall prevail.

1. LEGAL AND REGULATORY FRAMEWORK

This Policy is intended to operate in accordance with applicable laws, rules, regulations, directions and regulatory requirements in India, including, to the extent applicable:

The Consumer Protection Act, 2019;
The Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time;
Applicable rules, notifications, directions and advisories issued by the Department of Consumer Affairs, Government of India;
The Information Technology Act, 2000 and applicable rules and regulations made thereunder;
Applicable provisions of the Digital Personal Data Protection Act, 2023 and rules thereunder, as and when applicable;
Applicable provisions of the Payment and Settlement Systems Act, 2007;
Applicable Reserve Bank of India (“RBI”) directions and circulars governing payment systems, payment aggregators, payment gateways, card transactions, UPI, electronic payments, failed transactions, customer protection and dispute resolution;
RBI’s framework on Harmonisation of Turn Around Time (“TAT”) and customer compensation for failed transactions using authorised payment systems, as amended or replaced from time to time;
Applicable card-network, acquiring-bank, issuing-bank, payment aggregator and payment gateway rules;
Applicable GST, taxation, accounting and invoicing laws;
Applicable Legal Metrology requirements, where relevant;
Applicable laws relating to products regulated by sector-specific authorities, including food, electronics, cosmetics, packaged commodities or other regulated goods, where applicable.

The Government of India’s Department of Consumer Affairs publishes the Consumer Protection (E-Commerce) Rules, 2020 and related amendments on its official website.

RBI’s failed-transaction TAT framework provides prescribed outer limits for reversal of certain failed payment transactions and provides for customer compensation in specified circumstances where reversal is delayed.

2. IMPORTANT DISTINCTION: PRODUCT REFUND VS. PAYMENT REVERSAL

For clarity, the following are separate processes:

2.1 Product Return / Refund

A product refund relates to a completed purchase where the customer is entitled to receive money back because of an eligible cancellation, return, defective product, damaged product, incorrect product, non-delivery, approved refund or other valid reason.

2.2 Failed Transaction Reversal

A payment reversal relates to a transaction where the customer’s payment account may have been debited but the payment/order confirmation was not successfully completed or the funds were not appropriately credited.

Such transactions may be governed by the applicable RBI TAT framework, payment-system rules and the terms of the relevant bank/payment service provider.

2.3 Chargeback

A chargeback is a payment dispute initiated through the customer’s issuing bank/card issuer or relevant payment institution under the applicable payment-network rules.

A chargeback is not the same as an ordinary product return and is subject to the applicable bank, card-network, payment aggregator and regulatory procedures.

3. GENERAL RETURN POLICY

PremiumGoodShop facilitates returns in accordance with the applicable return conditions displayed on the relevant product page, at checkout and/or otherwise communicated to the customer.

The applicable return period may vary depending upon:

product category;
seller/vendor;
product condition;
manufacturer warranty;
nature of the defect;
whether the product is perishable;
hygiene or safety considerations;
whether the product has been opened or used;
applicable law; and
any specific return condition disclosed before purchase.

The customer should always review the product-specific return conditions before placing an order.

Where a longer return period is expressly offered on the product listing, the specific product-level commitment shall generally apply, subject to applicable law.

4. ELIGIBILITY FOR RETURN

Subject to the applicable product-specific policy, a return may ordinarily be accepted where:

the product delivered is defective;
the product is damaged in transit;
the wrong product has been delivered;
an advertised component, accessory or item is missing;
the product materially differs from the description or specifications displayed on the Platform;
the product is not functioning as represented, subject to applicable warranty terms;
the order has been approved for return under the applicable product policy;
the product has not been delivered within the committed delivery period and cancellation/refund is otherwise permitted;
the customer has received a product that is materially deficient or otherwise qualifies for remedy under applicable consumer law; or
any other circumstance exists in which a refund, replacement or other remedy is required by applicable law.

5. CONDITION OF PRODUCTS FOR RETURN

Unless the return relates to a defective, damaged, incorrect or materially deficient product, the product should ordinarily be returned:

unused or in the condition specified in the product listing;
with original packaging;
with manufacturer packaging, where applicable;
with accessories;
with manuals;
with warranty cards, where applicable;
with serial numbers/IMEI numbers intact, where applicable;
with tags and labels intact, where applicable; and
with invoices and other documentation supplied with the order.

PremiumGoodShop may require reasonable evidence to determine the eligibility of a return.

For electronics and other high-value products, customers may be requested to provide photographs, videos, serial-number information, packaging photographs or an unboxing video, particularly where the claim concerns physical damage, missing items or incorrect delivery.

Failure to provide an unboxing video shall not, by itself, automatically extinguish a consumer’s statutory rights; however, the absence of evidence may affect the ability to independently verify a particular claim.

6. NON-RETURNABLE PRODUCTS

Certain products may be non-returnable because of their nature, including, where legally permissible:

products specifically marked as non-returnable;
products made to the customer’s specifications;
personalised or customised products;
perishable products;
products subject to hygiene restrictions after opening;
products which cannot legally or safely be resold after opening;
products where return is restricted by applicable law;
products whose seals have been broken where the listing expressly disclosed the restriction;
products damaged after delivery due to misuse, alteration or negligence by the customer; and
products excluded from return under a clearly disclosed manufacturer or seller policy.

Nothing in this section shall restrict any non-waivable consumer right available under applicable law.

7. RETURN REQUEST PROCEDURE

A customer wishing to request a return should:

log into the PremiumGoodShop account;
open the relevant order;
select the applicable return/refund option;
provide the reason for the return;
upload photographs/videos or supporting information where requested;
submit the return request within the applicable return period; and
cooperate with any reasonable verification or pickup process.

Where online return functionality is unavailable, the customer may contact PremiumGoodShop’s customer support through the contact details published on the Platform.

The Company may communicate the expected next steps, including pickup, inspection, replacement or refund.

8. RETURN PICKUP AND INSPECTION

Where a return pickup is approved, PremiumGoodShop or its logistics partner may arrange collection from the customer’s delivery address.

Returned products may be subject to inspection to verify:

product identity;
serial number/IMEI;
physical condition;
accessories;
packaging;
signs of misuse;
tampering;
installation or alteration;
warranty status;
missing components; and
conformity with the reason stated in the return request.

Inspection shall be conducted for legitimate verification purposes and shall not be used to defeat mandatory consumer rights.

9. REPLACEMENT

Where an eligible product is defective, damaged, incorrect or otherwise qualifies for replacement, PremiumGoodShop or the relevant seller may, subject to availability:

replace the product;
replace the defective component;
offer repair where appropriate and legally permissible; or
provide a refund where replacement or repair is unavailable or otherwise appropriate.

Where the same product is unavailable, the customer may be offered an alternative remedy, including refund, subject to applicable law.

10. REFUND ELIGIBILITY

A refund may be issued in circumstances including:

approved cancellation;
approved return;
defective product;
damaged product;
incorrect product;
materially misdescribed product;
missing material components;
non-delivery;
failed order where payment was successfully debited;
duplicate payment;
payment received without a corresponding valid order;
order cancelled by PremiumGoodShop/vendor;
refund required pursuant to applicable law;
refund resulting from a successful payment dispute; or
any other circumstance approved under the applicable policy.

11. REFUND METHOD

As a general principle, refunds shall be processed to the original payment source/payment instrument used for the transaction, wherever technically and legally possible.

Depending upon the payment method, refunds may be routed through:

credit/debit card;
UPI;
net banking;
bank transfer;
wallet/PPI, where legally and technically permissible;
payment aggregator/payment gateway mechanisms; or
another legally permissible electronic method.

PremiumGoodShop shall not ordinarily make a cash refund for electronically paid orders where the payment infrastructure requires the refund to be routed through the original payment channel.

For COD orders, refunds may be made through an appropriate electronic banking channel after obtaining the necessary bank-account details and verification.

12. REFUND PROCESSING TIME

Once a refund has been approved, PremiumGoodShop will initiate the refund within the applicable operational/legal timeline.

The actual time for the funds to appear in the customer’s account may depend upon:

issuing bank;
acquiring bank;
payment aggregator;
payment gateway;
card network;
UPI ecosystem;
wallet/PPI issuer;
banking holidays;
reconciliation procedures; and
other payment-system factors outside PremiumGoodShop’s direct control.

Accordingly, the date on which PremiumGoodShop initiates a refund may differ from the date on which the amount is credited to the customer’s account.

The Company shall provide the refund reference/transaction information reasonably available to it where required for tracing the refund.

13. RBI TAT FOR FAILED PAYMENT TRANSACTIONS

Where a payment transaction qualifies as a failed transaction under the applicable RBI framework, the relevant bank/payment-system participant shall follow the prescribed TAT and reversal requirements applicable to that payment system.

RBI’s framework provides, among other things:

Payment scenario	Prescribed framework
Card transaction – card-to-card transfer where beneficiary is not credited	Reversal generally by T+1 day
Card PoS / certain card-present transactions where account is debited but confirmation is not received	Auto-reversal within T+5 days
Card-not-present/e-commerce transaction where account is debited but merchant confirmation is not received	Auto-reversal within T+5 days
IMPS where account is debited but beneficiary is not credited	Auto-reversal by beneficiary bank by T+1 day
UPI fund transfer where account is debited but beneficiary is not credited	Auto-reversal by beneficiary bank by T+1 day
UPI merchant payment where account is debited but merchant confirmation is not received	Auto-reversal within T+5 days

RBI specifies ₹100 per day compensation for specified delays beyond the prescribed TAT in the applicable cases.

Important: The above RBI TAT relates to qualifying failed payment transactions and does not mean that every approved merchandise refund must necessarily be credited to the customer within T+1 or T+5 days.

Where an issue concerns a completed and settled purchase followed by an ordinary merchandise return/refund, the applicable refund process, merchant/payment-provider arrangements and consumer-protection requirements shall apply.

14. AUTO-REVERSAL OF FAILED TRANSACTIONS

Where a payment has been debited from the customer’s account but:

the order was not successfully created;
the merchant did not receive confirmation;
the beneficiary did not receive the funds; or
the transaction otherwise qualifies as a failed transaction,

the transaction may be automatically reversed through the applicable banking/payment system.

PremiumGoodShop will reasonably cooperate with the payment gateway, payment aggregator, acquiring bank, issuing bank and other relevant participants for reconciliation and resolution.

Customers should retain the following information when reporting a failed transaction:

Order ID, if generated;
transaction ID;
UTR/RRN/reference number;
payment date and time;
amount;
payment method;
bank/wallet/payment provider; and
screenshots or other relevant evidence.

15. DUPLICATE PAYMENTS

If the customer is charged more than once for the same order due to a technical or payment-processing error, PremiumGoodShop shall investigate the duplicate transaction.

Once verified, the duplicate amount shall be refunded/reversed through the appropriate payment channel, subject to reconciliation with the payment provider.

The customer may be requested to provide transaction references to enable reconciliation.

16. PAYMENT DEBITED BUT ORDER NOT CREATED

If the customer’s account has been debited but no valid order confirmation is generated, the customer should first verify whether:

the amount has actually been debited;
the transaction is pending;
the transaction has failed;
an order was created but confirmation was delayed; or
the amount has already been reversed.

If the payment is confirmed as received by the Platform but the order cannot be fulfilled, PremiumGoodShop shall process the applicable refund.

If the transaction is a failed payment transaction governed by an RBI-prescribed reversal TAT, the relevant payment-system participant shall process the reversal in accordance with the applicable RBI framework.

17. CANCELLATION POLICY

A customer may request cancellation before dispatch, subject to the order status and product-specific conditions.

Cancellation may not be technically possible after:

dispatch;
handover to logistics;
delivery attempt; or
another stage where cancellation is no longer operationally feasible.

Where cancellation is legally required or otherwise approved after such stage, PremiumGoodShop may process the applicable return/refund mechanism.

Any cancellation fee, where legally permissible, must be clearly disclosed to the customer before the transaction. No provision of this Policy shall authorise a charge that is prohibited under applicable consumer law.

18. SELLER/VENDOR CANCELLATION

An order may be cancelled by the relevant vendor or PremiumGoodShop where:

the product is unavailable;
inventory information was incorrect;
the product cannot legally be supplied;
there is a material pricing or technical error;
delivery to the customer’s location is not possible;
the order is suspected to be fraudulent;
the transaction is identified as unauthorised or high-risk;
the seller fails to fulfil the order; or
cancellation is required by law or a competent authority.

Where payment has already been collected, the applicable refund shall be initiated subject to payment-system processing requirements.

19. PARTIAL REFUNDS

Where only part of an order qualifies for a refund, PremiumGoodShop may issue a partial refund corresponding to:

the returned product;
the missing component;
the affected quantity;
the applicable price adjustment; or
another verified amount.

Any applicable shipping or other charges shall be treated in accordance with the relevant order terms and applicable law.

20. SHIPPING AND RETURN CHARGES

Where a return is caused by:

defective product;
damaged product;
incorrect product;
material mismatch with the order;
missing material components; or
another fault attributable to the seller/fulfilment process,

PremiumGoodShop may arrange return logistics without charging the customer, subject to verification and applicable policy.

Where a customer-initiated return is permitted merely for a change of preference or another non-defect reason, applicable return/shipping charges may apply only where they were clearly disclosed and are legally permissible.

21. NON-DELIVERY

If an order is not delivered within the applicable committed delivery period, the customer may contact PremiumGoodShop.

The Company may investigate the shipment status with the vendor/logistics provider.

Where non-delivery is confirmed and the customer is entitled to cancellation/refund, PremiumGoodShop shall process the applicable remedy.

Where the customer has been incorrectly marked as having received an order, the Company may investigate delivery records, OTP records, delivery photographs, courier scans and other relevant evidence.

22. DAMAGED PRODUCT

Customers should report visible transit damage as soon as reasonably practicable after delivery.

Where the product is received in a visibly damaged condition, the customer should, where possible:

photograph the external package;
photograph shipping labels;
photograph the internal packaging;
photograph the product damage;
retain all packaging materials; and
provide an unboxing video where available.

PremiumGoodShop may coordinate with the vendor and logistics provider to determine the appropriate remedy.

23. DEFECTIVE PRODUCT

A defective product may be eligible for:

replacement;
repair;
refund; or
manufacturer warranty service,

depending on the nature of the defect, product category, applicable warranty and applicable law.

Where a manufacturer warranty applies, the customer may be directed to an authorised service centre where appropriate.

This shall not affect any statutory consumer remedy available under applicable law.

24. PRODUCTS WITH MANUFACTURER WARRANTY

Where a product is expressly sold with a manufacturer warranty, warranty claims may be handled by the manufacturer or authorised service provider.

PremiumGoodShop may facilitate communication or coordination where reasonably possible.

A manufacturer’s warranty shall not be interpreted as eliminating rights that cannot legally be excluded under applicable Indian law.

25. ELECTRONICS AND HIGH-VALUE PRODUCTS

For electronics and high-value products, additional verification may be undertaken before approving a return/refund, including verification of:

serial number;
IMEI;
model number;
activation status;
physical damage;
accessories;
packaging;
tampering;
software/hardware modification;
liquid damage;
misuse; and
warranty status.

Where a product is returned with materially different identification details or evidence of tampering, PremiumGoodShop may suspend the refund decision pending investigation.

Nothing in this provision shall prevent a customer from exercising a legitimate statutory remedy.

26. FRAUDULENT OR ABUSIVE RETURN ACTIVITY

PremiumGoodShop may investigate patterns of suspected abuse, including:

repeated false damage claims;
serial-number substitution;
returning a different product;
deliberate product damage;
misuse of promotional refunds;
fraudulent COD/refund claims;
payment manipulation;
repeated chargebacks without legitimate grounds; or
submission of materially false information.

Where fraud or abuse is reasonably suspected, PremiumGoodShop may take appropriate lawful measures, including withholding a refund pending investigation, cancelling transactions, restricting an account, recovering improperly refunded amounts or reporting suspected unlawful activity to the appropriate authority.

Any such action shall remain subject to applicable law and legitimate consumer rights.

27. CHARGEBACK POLICY

A Chargeback means a payment transaction disputed by a customer through the customer’s issuing bank, card issuer, payment institution or payment-network dispute mechanism.

Chargebacks may arise from circumstances including:

transaction not authorised by the customer;
duplicate transaction;
goods not received;
goods materially different from the description;
defective goods;
refund not received;
incorrect amount charged;
processing error; or
other recognised payment-dispute reason codes.

28. CUSTOMER’S RESPONSIBILITY BEFORE CHARGEBACK

Where reasonably practicable, customers are requested to first contact PremiumGoodShop and provide an opportunity to investigate and resolve the issue.

However, nothing in this Policy shall prevent a customer from contacting their bank/card issuer or exercising any statutory or contractual right available to them.

A customer should not be required to withdraw or waive a legitimate statutory right merely as a condition of receiving assistance from PremiumGoodShop.

29. CHARGEBACK INVESTIGATION PROCESS

Upon receiving a chargeback notification from a payment provider, acquiring bank, payment aggregator, card network or other authorised participant, PremiumGoodShop may:

identify the relevant transaction;
verify the order details;
review payment records;
verify customer authentication information available to the Platform;
verify delivery records;
review courier tracking;
verify OTP/POD information where available;
review invoices;
review return/refund records;
review customer communications;
review cancellation records;
obtain relevant information from the vendor;
determine whether a refund has already been issued;
prepare supporting evidence; and
submit an appropriate response within the timeframe prescribed by the relevant payment provider/network.

30. CHARGEBACK EVIDENCE

Depending on the nature of the dispute, evidence may include:

order confirmation;
invoice;
transaction reference;
payment confirmation;
customer account information;
delivery address;
shipping records;
tracking information;
proof of delivery;
OTP verification;
product serial number/IMEI;
return request;
refund reference;
customer communications;
photographs/videos;
cancellation records; and
other transaction-related records lawfully maintained by PremiumGoodShop.

The Company shall disclose or submit information to payment providers only to the extent reasonably necessary and legally permissible.

31. CHARGEBACK OUTCOME

The outcome of a chargeback may depend upon:

applicable card-network rules;
issuing-bank procedures;
acquiring-bank procedures;
payment aggregator rules;
payment gateway processes;
evidence submitted by the parties;
reason code;
applicable regulatory requirements; and
the decision of the relevant payment institution/network.

PremiumGoodShop does not independently control the final determination of a bank or card network.

Where a chargeback is accepted against PremiumGoodShop and the amount is debited from the Company or its payment intermediary, the transaction may be treated as resolved in accordance with the applicable payment-system decision.

32. NO DOUBLE RECOVERY

A customer shall not be entitled to receive the same amount twice through different recovery channels.

For example, where PremiumGoodShop has already processed a refund and the same transaction is subsequently credited to the customer through a successful chargeback, the Company may request correction/recovery of the duplicate amount through lawful means.

Similarly, where a chargeback has already been successfully resolved in favour of the customer, a separate refund for the same transaction may not be processed unless required by law or authorised by PremiumGoodShop.

33. FRAUDULENT CHARGEBACKS

Where PremiumGoodShop has reasonable evidence that a chargeback has been initiated using false, misleading or fraudulent information, the Company may submit the relevant evidence to the payment institution and may take other lawful measures.

PremiumGoodShop may also cooperate with banks, payment intermediaries, law-enforcement authorities and competent regulatory bodies where legally required.

34. UNAUTHORISED TRANSACTIONS

If a customer believes that a transaction was not authorised by them, the customer should immediately notify:

the relevant bank/card issuer/payment service provider; and
PremiumGoodShop through the Platform’s customer-support mechanism.

Customers should not disclose OTPs, CVVs, PINs, passwords or other confidential authentication credentials to PremiumGoodShop personnel.

Applicable RBI customer-protection rules may apply depending upon the payment instrument and circumstances.

35. PAYMENT REVERSALS RESULTING FROM FRAUD, ERROR OR REGULATORY ACTION

A payment may be reversed, suspended or adjusted where:

the transaction is determined to be unauthorised;
the payment is duplicated;
a technical error occurred;
the transaction was incorrectly processed;
a payment provider reverses the transaction;
a court, regulator, bank or competent authority directs reversal;
the transaction violates applicable law; or
the transaction is identified as fraudulent or suspicious.

PremiumGoodShop shall take reasonable steps to reconcile such transactions and communicate material consequences to the customer where legally permissible.

36. PAYMENT DISPUTES ARE SEPARATE FROM RETURN RIGHTS

A customer’s right to initiate a return under this Policy and a customer’s right to dispute a payment with their bank/payment provider are separate mechanisms.

Initiating a payment dispute does not automatically establish that the underlying product claim is valid.

Similarly, rejection of a product return request does not automatically determine the outcome of a bank/card chargeback.

Each process shall be governed by its applicable rules.

37. REFUND STATUS AND TRACEABILITY

Where a refund has been initiated, PremiumGoodShop may provide, where available:

refund reference number;
transaction reference;
date of refund initiation;
refunded amount; and
relevant payment-provider reference.

Customers should retain this information when contacting their bank/payment provider regarding a delayed credit.

38. REFUNDS TO THIRD-PARTY ACCOUNTS

For security, fraud-prevention and payment-compliance purposes, PremiumGoodShop may ordinarily restrict refunds to the original payment source.

Refunds to an unrelated third-party bank account may be rejected unless:

the original payment method cannot receive the refund;
applicable payment rules permit an alternate method;
the customer provides satisfactory verification; and
PremiumGoodShop determines that the alternate refund method is legally and operationally appropriate.

39. TAXES AND GST ON REFUNDS

Where a refund relates to a taxable supply, applicable GST and tax adjustments shall be handled in accordance with applicable tax law and the underlying transaction documentation.

Where legally required, PremiumGoodShop or the relevant vendor may issue a credit note or other appropriate document.

40. PROMOTIONAL DISCOUNTS, COUPONS AND REWARD BENEFITS

Where an order was placed using:

coupons;
promotional discounts;
cashback;
reward points;
vouchers;
store credits; or
other promotional benefits,

the refund may be adjusted to reflect the actual amount paid and the applicable promotional terms.

A promotional benefit may not necessarily be convertible into cash unless expressly stated or required by applicable law.

41. CASH ON DELIVERY ORDERS

For COD orders, the refund process may require the customer to provide verified bank-account details.

PremiumGoodShop may use electronic transfer methods for COD refunds.

Cash refunds shall not ordinarily be made where an electronic refund method is reasonably available.

42. REFUND NOT RECEIVED

If a customer has received confirmation that a refund has been initiated but the amount has not appeared in the account, the customer should first allow the applicable banking/payment-processing period and then contact PremiumGoodShop with:

Order ID;
refund reference;
transaction ID/UTR/RRN;
amount;
payment method; and
relevant bank/payment information.

PremiumGoodShop may coordinate with the payment gateway, payment aggregator or acquiring institution to trace the refund.

43. ESCALATION OF PAYMENT DISPUTES

Where a payment-related dispute remains unresolved, the customer may escalate the matter through:

PremiumGoodShop customer support;
PremiumGoodShop’s designated Grievance Officer, where applicable;
the relevant payment gateway/payment aggregator;
the customer’s issuing bank/card issuer/payment service provider;
the applicable card/UPI/payment-system dispute mechanism; and
any statutory/regulatory grievance mechanism available under applicable law.

Where an RBI-regulated entity is responsible for a payment-system grievance and the customer does not receive satisfactory resolution within the applicable regulatory framework, the customer may have recourse to the RBI’s applicable grievance-redress mechanisms, including the RBI Integrated Ombudsman framework where eligible.

RBI’s TAT framework expressly recognises escalation to the RBI Integrated Ombudsman framework where prescribed redress for qualifying failed transactions is not received.

44. CUSTOMER GRIEVANCE REDRESSAL

For complaints concerning returns, refunds, cancellations, payments, chargebacks or related matters, customers should use the customer-support and grievance-redressal channels published on PremiumGoodShop.com.

Complaints should preferably contain:

full name;
registered email/mobile number;
Order ID;
transaction ID/UTR/RRN;
nature of complaint;
date of transaction/order;
amount involved;
relevant photographs/documents; and
requested remedy.

PremiumGoodShop shall acknowledge and process grievances in accordance with applicable law and its internal escalation procedure.

Where the Consumer Protection (E-Commerce) Rules, 2020 prescribe a particular grievance-redressal requirement, the applicable statutory requirement shall prevail.

45. RECORD KEEPING

PremiumGoodShop may maintain records relating to:

orders;
invoices;
payments;
refunds;
cancellations;
returns;
replacements;
shipping;
delivery;
customer communications;
chargebacks;
payment disputes;
reconciliation; and
other transaction information,

for the period required under applicable law, regulatory requirements, accounting requirements, contractual obligations or legitimate business purposes.

46. PRIVACY AND PAYMENT INFORMATION

PremiumGoodShop shall process personal and transaction information in accordance with its Privacy Policy and applicable data-protection laws.

Customers should never send complete card numbers, CVV, PIN, passwords, OTPs or other sensitive authentication information through ordinary email, chat or support channels unless expressly required through a secure and authorised process.

Where payment-dispute evidence is shared with a bank, payment provider, card network, regulator or competent authority, PremiumGoodShop shall do so subject to applicable law and legitimate disclosure requirements.

47. LIMITATION REGARDING PAYMENT-PROCESSING DELAYS

PremiumGoodShop shall make reasonable efforts to ensure timely processing of eligible refunds.

However, once a refund/reversal has been successfully initiated, the time taken for the funds to reflect in the customer’s account may be affected by the customer’s bank, card issuer, card network, UPI/payment-system participant, payment gateway, payment aggregator or other intermediary.

Nothing in this section limits any mandatory liability or compensation imposed by applicable law or RBI directions upon a regulated payment-system participant.

48. RBI TAT AND COMPENSATION — IMPORTANT CLARIFICATION

The RBI’s Harmonisation of TAT framework establishes an outer limit for resolution of specified failed transactions, and RBI states that regulated entities/system participants should endeavour to resolve such transactions sooner. Where compensation is prescribed, it is to be credited to the customer without waiting for a separate claim.

Accordingly, PremiumGoodShop shall not contractually reduce, waive or override any mandatory TAT, reversal obligation or customer compensation that applies to a relevant bank, payment-system participant or other regulated entity.

Where a particular payment dispute falls outside the RBI failed-transaction framework, the applicable refund/chargeback/payment-provider rules shall determine the applicable process and timeline.

49. NO WAIVER OF STATUTORY RIGHTS

Nothing in this Policy shall:

exclude or restrict a consumer right that cannot legally be excluded;
prevent a customer from approaching a competent consumer commission;
prevent a customer from approaching a competent court or statutory authority;
prevent a customer from reporting an unauthorised electronic transaction to their bank/payment provider;
override applicable RBI directions;
override applicable card-network or payment-system rules; or
restrict any remedy available under mandatory Indian law.

Where any provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory legal provision shall prevail to the extent of the conflict.

50. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable consumer-protection laws and jurisdictional provisions, disputes concerning the Platform shall be subject to the jurisdiction of the competent courts/tribunals having jurisdiction over the matter.

Nothing in this clause shall prevent a consumer from approaching a Consumer Commission or other authority having jurisdiction under applicable law.

51. POLICY MODIFICATIONS

PremiumGoodShop may modify this Policy from time to time to reflect:

changes in applicable law;
RBI directions;
payment-system requirements;
Consumer Protection rules;
operational changes;
changes in product categories;
payment-provider requirements; or
changes in Platform services.

The updated version shall be published on PremiumGoodShop.com with the revised effective/updated date.

52. CONTACT

For return, refund, cancellation, payment reversal or chargeback-related assistance, customers should use the official customer-support/grievance contact details displayed on PremiumGoodShop.com.

When contacting PremiumGoodShop regarding a payment issue, customers should quote the relevant Order ID and Transaction/UTR/RRN/reference number.

CUSTOMER QUICK REFERENCE

If your product is defective/damaged:

Raise a return/replacement request through the Platform as soon as reasonably practicable.

If the wrong product was delivered:

Raise a return/replacement request and provide photographs/videos and order details where requested.

If money was debited but no order was created:

Check your bank/payment status and contact PremiumGoodShop with the transaction reference. If it is a qualifying failed payment transaction, the applicable RBI TAT framework may govern the reversal.

If you were charged twice:

Report both transaction references to PremiumGoodShop and your payment provider.

If a refund has been initiated but has not appeared:

Contact PremiumGoodShop with the refund reference and contact your bank/payment provider for credit-status verification.

If you believe a transaction was unauthorised:

Immediately contact your bank/card issuer/payment provider and notify PremiumGoodShop.

If you wish to initiate a chargeback:

You may contact your issuing bank/card issuer/payment institution and follow its prescribed dispute process. PremiumGoodShop may provide relevant transaction and fulfilment records to the payment institution for adjudication.

Disclaimer: This Policy is intended as a comprehensive operational and legal-policy framework for an Indian e-commerce direct seller/inventory ecommerce entity. It should be reviewed against PremiumGoodShop’s actual payment-gateway/payment-aggregator agreement, seller model, product categories, logistics arrangements, grievance-officer details and current RBI directions before publication. In particular, RBI’s failed-transaction TAT framework should not be represented as a blanket statutory refund period for every merchandise return. RBI itself distinguishes failed payment transactions and prescribes system-specific reversal/compensation requirements.