Cancellation & Refund Policy

1. No Cancellation After Delivery

  • Once PreBuy delivers the products to the retailer, the order cannot be cancelled.
  • The retailer must accept the delivery fully because PreBuy has already purchased/received stock from the Brand.

    • 2. Retailers Can Return Products Only During FSE Collection Visit

      When the FSE visits the shop for payment collection (15 to 30 days after delivery), the retailer may return products only in these cases:

    • Damaged items
    • Expired items
    • Products spoiled due to brand-side quality issues
    • Defective packaging

      • Retailers cannot return products for:

    • Change of mind
    • Low sales
    • Wanting to reduce stock
    • Personal reasons

    3. Condition for Accepting Returns

    For a return to be accepted:

    • The retailer must hand over the product to the FSE during the payment visit.
    • The product must be in the same condition as received, except for damages caused by the brand.
    • Products must not be: ✘ Used, ✘ Opened (unless the damage is visible), ✘ Manually tampered, ✘ Missing parts

    4. FSE Verification

    The FSE will check and collect:

    • Photos/videos of the damaged/expired items
    • Quantity count
    • Lot number / expiry (if applicable)
    • Product condition

    The FSE will submit the product return request to PreBuy for approval.

    5. PreBuy to Brand Return

    Once PreBuy receives the returned product from retailer:

    • PreBuy will verify the item
    • PreBuy will return the defective/damaged/expired product back to the Brand
    • Brand will replace the product or adjust credit for PreBuy’s next purchase/order

    6. Payment Will Be Adjusted After Return

    If the retailer returns products during collection, FSE will adjust the final payment amount.

    Example: Delivered value: ₹2,000, Retailer returns damaged goods worth: ₹300, Final payment collected: ₹1,700

    7. No Cash Refund to Retailers

    Since retailers pay only after 15–30 days, there is no scenario where PreBuy refunds money.

    • Retailers pay after delivery
    • Returns happen before payment
    • Therefore refunds never apply

    8. Replacement Option (If Needed)

    Based on Brand approval:

    • PreBuy may replace the damaged/expired items during the next delivery cycle