Comprehensive refund rules for marketplace product orders, home service bookings, Gletra Wallet transactions, and multi-vendor purchases on Gletra.
Updated June 19, 2026 7 min read Official Gletra Policy
This Refund Policy explains when, how, and under what conditions Gletra processes refunds for purchases made on our multi-vendor marketplace, home services platform, and Gletra Wallet. Gletra is committed to fair and transparent refund handling that protects buyers and service customers while respecting seller and provider rights.
Refunds may be issued to your original payment method, credited instantly to your Gletra Wallet, or in exceptional cases provided as platform store credit at Gletra's discretion. Processing timelines vary depending on your bank, payment provider, and the nature of the transaction. All refund requests are subject to verification and the eligibility criteria described below.
This policy works in conjunction with our Cancellation Policy, Return Policy, Customer Protection Policy, and Dispute Resolution Policy. Where a seller's return terms are more generous than platform minimums, the more favourable terms apply to the buyer. Where seller terms are stricter, Gletra platform minimums always prevail.
By completing a purchase or booking on Gletra, you agree to the refund procedures outlined herein. Sellers and service providers agree to cooperate with refund investigations and honour approved refund decisions issued through the Gletra Dispute Center.
Eligible Refund Scenarios
Eligible Refund Scenarios
Gletra approves refunds when a transaction fails to meet the standards described below or when required by applicable consumer protection law. Each request is evaluated individually based on submitted evidence.
Product Order Refunds
Product not delivered within the estimated delivery window and confirmed lost by the logistics partner
Item received is significantly not as described, counterfeit, or materially different from the listing
Product arrived damaged, defective, or missing essential components or accessories
Wrong item shipped by the seller and return initiated within the applicable return window
Order cancelled by the buyer before shipment or by the seller before dispatch
Duplicate charge or payment processing error verified by Gletra finance team
Home Service Refunds
Service provider failed to arrive within the confirmed appointment window without rescheduling
Service not performed or abandoned before completion without customer agreement
Work performed is materially deficient and provider failed to remedy after one revisit
Booking cancelled in accordance with our Cancellation Policy timeframes
Non-Refundable Transactions
Non-Refundable Transactions
The following transactions are generally non-refundable except where required by mandatory consumer protection law or where Gletra Customer Protection applies.
Digital goods, software licences, and e-vouchers delivered to your account or email
Personalised, custom-made, or made-to-order products unless defective on arrival
Perishable goods including food and flowers after confirmed delivery
Services fully rendered and marked complete by both customer and provider
Gletra Wallet promotional credits and cashback bonuses (refundable portion limited to cash top-ups)
Products returned outside the return window or in unacceptable condition per Return Policy
Partial refunds may apply where only a portion of an order qualifies. Multi-vendor cart orders are refunded on a per-seller basis.
Refund Methods and Timelines
Refund Methods and Timelines
Approved refunds are processed using the method below based on your selection at the time of refund approval.
Refund Destination
Processing Time
Notes
Gletra Wallet
Instant upon approval
Available for all eligible refunds; fastest option
Original UPI or card
5–10 business days
Subject to bank or payment gateway processing
Net banking
5–7 business days
Refunded to source account only
Cash on Delivery orders
Gletra Wallet or bank transfer
Bank details required; KYC may apply for large amounts
Refund amounts include the product or service price and applicable taxes. Original shipping charges are refunded when the return reason is seller fault. Return shipping costs follow our Return Policy allocation rules.
How to Request a Refund
How to Request a Refund
Initiate refund requests through the Gletra platform to ensure proper tracking and eligibility assessment.
Navigate to My Orders or My Bookings and select the relevant transaction
Choose "Request Refund" or "Report Issue" and select the applicable reason code
Upload supporting evidence including photographs, chat transcripts, and unboxing videos where relevant
Await seller or provider response within 48 hours; Gletra mediates if no agreement is reached
Receive refund decision notification via email and in-app alert
Refund requests must be submitted within the timeframes specified in our Return Policy for products and within 7 days of service completion for home services, unless a longer period applies under Gletra Customer Protection.
Multi-Vendor Order Refunds
Multi-Vendor Order Refunds
When your cart contains items from multiple sellers, each item is evaluated and refunded independently. Partial order refunds are fully supported—you need not return the entire order to receive a refund for qualifying items.
Split Shipment Considerations
Each shipment has its own delivery confirmation date for return window calculations
Shipping charges are recalculated if remaining order value falls below free shipping threshold
Seller-specific refund policies apply per item but cannot be less favourable than Gletra minimums
Wallet refunds for multi-vendor orders appear as a single credit regardless of seller count
Wallet Top-Up and Balance Refunds
Wallet Top-Up and Balance Refunds
Unused Gletra Wallet cash top-ups may be withdrawn to your verified bank account after KYC completion, subject to our Wallet Policy. Promotional credits and cashback bonuses are non-withdrawable and expire per offer terms.
When a refund is issued to Gletra Wallet, funds are immediately available for subsequent purchases, service bookings, or withdrawal. Wallet refunds do not expire unless your account is inactive for two consecutive years, in which case escheatment rules under applicable law may apply.
Seller and Provider Refund Obligations
Seller and Provider Refund Obligations
Sellers and service providers must cooperate with refund investigations by responding to dispute notifications within 48 hours and providing evidence of shipment, delivery, or service completion. Failure to respond may result in automatic refund approval in favour of the buyer or customer.
Refund amounts for approved claims are deducted from seller settlement balances or service provider payouts. Gletra may apply account holds for sellers or providers with excessive refund rates pending quality review.
Chargebacks and Payment Disputes
Chargebacks and Payment Disputes
If you initiate a chargeback with your bank or payment provider before exhausting Gletra's internal dispute process, your account may be restricted pending investigation. Fraudulent chargebacks—filed without genuine cause—may result in permanent account termination and referral to collections or law enforcement.
We encourage you to use the Gletra Dispute Center first, as it typically resolves issues faster than bank chargeback processes and preserves your account standing. Gletra provides banks with transaction evidence including delivery confirmation, chat logs, and service completion records.
Refund Appeals
Refund Appeals
If you disagree with a refund decision, you may appeal within 5 business days by submitting additional evidence to disputes@gletra.com with your order or booking reference. A senior dispute resolution specialist will review the case within 7 business days. Appeal decisions are final except where mandatory consumer forum remedies apply under Indian law.
Contact and Support
Contact and Support
For refund status inquiries, contact support@gletra.com with your order ID. Refund tracking is available in My Orders under the "Refunds" tab. Our support team operates seven days a week with target first response within 4 hours for refund-related tickets.
Frequently Asked Questions
Gletra Wallet refunds are instant upon approval. Refunds to original UPI, credit card, or debit card payment methods typically take 5–10 business days depending on your bank or payment provider. Net banking refunds usually process within 5–7 business days. You will receive email and in-app notifications at each stage.
Yes. During the refund request process, you may select Gletra Wallet as your preferred refund destination for instant credit. Wallet refunds can be used immediately for purchases and service bookings or withdrawn to your bank account after KYC verification per our Wallet Policy.
You can request a partial refund for the defective item only. Each seller item is processed independently. Navigate to My Orders, select the specific item, and initiate a return or refund request. Remaining items from other sellers are unaffected.
Original outbound shipping charges are refunded when the return is due to seller error, defective product, wrong item shipped, or non-delivery. For change-of-mind returns within the return window, outbound shipping may not be refunded, and you may bear return shipping costs as specified on the product page.
If the seller rejects your request and you disagree, Gletra's dispute mediation team will review evidence from both parties. Submit photographs, chat logs, and any other supporting documentation through the Dispute Center. Gletra's decision is binding unless appealed within 5 business days.
Partial refunds may be issued when work was started but not completed to agreed standards. Document the incomplete or deficient work with photographs and submit through the booking dispute flow. Gletra assesses partial refunds based on the proportion of work completed and materials used.
Legal Notice
This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.
