Legal
Refund & Cancellation
Table of Contents
We stand behind every product on Planetars. If something isn't right, we'll make it right. This policy explains how to cancel orders, return products, and receive refunds — in plain language.
01
Order Cancellations
Before Dispatch: You may cancel your order within 24 hours of placing it, provided it has not yet been dispatched. To cancel, email launch@planetars.com with your order number and the subject line "Order Cancellation."
After Dispatch: Once an order has been dispatched, it cannot be cancelled. You may initiate a return once you receive the product, in accordance with our return policy below.
Cancellation by Planetars: We reserve the right to cancel orders in cases of:
- Product unavailability or stock discrepancy
- Inaccurate pricing due to a technical error
- Payment failure or suspected fraudulent transaction
- Delivery address not serviceable
In all cases of cancellation by Planetars, a full refund will be issued to the original payment method within 5–7 business days.
02
Return Eligibility
Returns must be initiated within 7 days of the date of delivery. Please review what is and is not eligible for return:
Eligible for Return
- Product arrived damaged or broken
- Wrong product delivered
- Product is defective or spoiled on arrival
- Significant mismatch from product description
- Tampered or unsealed packaging
Not Eligible for Return
- Change of mind or taste preference
- Product opened and partially used
- Perishable items after delivery date
- Items without original packaging
- Items returned beyond 7 days of delivery
- Customised or personalised orders
03
How to Initiate a Return
Follow these steps to return an eligible product:
04
Refund Process & Timeline
All approved refunds are processed to the original payment method used at the time of purchase. Refund timelines after approval:
- UPI / Net Banking / Wallets: 3–5 business days
- Debit Card / Credit Card: 5–7 business days (depending on your bank's processing time)
- EMI transactions: Refund will be credited to your card; EMI cancellation with your bank must be done separately
Razorpay, our payment processor, may take up to 7 working days to credit refunds after we initiate them. This is governed by your bank's processing policy and is outside our control. We will share a refund confirmation number for your records.
Shipping charges are non-refundable unless the return is due to our error (wrong or damaged item sent).
05
Non-Refundable Items & Situations
The following are strictly non-refundable:
- Opened or used products (unless defective on arrival)
- Perishable items (e.g., fresh produce, cold-pressed oils with short shelf life) after delivery unless spoiled on receipt
- Orders returned beyond the 7-day return window
- Products that have been damaged after delivery due to improper storage by the customer
- Digital services, consultations, or non-physical products purchased through the platform
- Promotional or heavily discounted items marked "Final Sale" at the time of purchase
06
Exchanges
We currently do not offer direct product exchanges. If you received a wrong or defective item and wish to receive a replacement instead of a refund, please mention this in your return request email. We will do our best to accommodate replacement requests subject to product availability.
If a replacement is not possible, a full refund will be issued instead.
07
Contact Us
For all refund and cancellation related queries, please contact us at:
Customer Support — Planetars
Email: launch@planetars.com
Subject Line: Return Request — [Your Order Number]
WhatsApp: Available via the chat button on planetars.com
Company: Alma Mater Biz Solutions Private Limited
Address: D-5/2, Parth Indraprasth, Gurukul Road, Vastrapur, Ahmedabad, Gujarat – 380052, India
Response Time: Within 1–2 business days