Refund & Order Policy

Orders can typically be cancelled while in the Pending status, before the merchant begins processing. Once an order moves to Processing or later, cancellation is at the merchant's discretion — contact the merchant directly (via the WhatsApp thread from your order) as soon as possible.

Because payment is arranged directly between the customer and the merchant (e.g., cash on delivery or bank transfer), refunds are processed by the merchant according to their own store policy. TrendsMart facilitates dispute resolution but does not hold customer funds and cannot directly issue refunds on a merchant's behalf. TrendsMart does not process product-order payments.

• Inspect your order upon delivery whenever possible.
• Contact the merchant within 24 hours of delivery for damaged, incorrect, or missing items, including photos where relevant.
• If the merchant is unresponsive after 48 hours, escalate the issue to TrendsMart Support with your order details.

Perishable goods, made-to-order items, and personal-care products are generally non-returnable unless defective on arrival, subject to the specific merchant's storefront policy.

Each merchant may set their own minimum order amount and delivery fee slabs (including free delivery above a threshold, and distance-based charges for orders placed near the edge of their delivery radius). These are shown at checkout before you confirm your order.

If a merchant does not resolve your issue satisfactorily, submit a ticket via our Support Desk with your order ID, and our team will review the case and may take action on the merchant's account per our Merchant Security Guidelines.

Open Support Desk. See also Merchant Security Guidelines.