Refund & Cancellation Policy
Last updated October 2026
Overview
This policy explains when you can cancel an order on haul, when you can return an item, and how and when you get your money back. It applies to every order placed at shophaul.in or in the haul app, which are operated by DIWASHA VENTURES PRIVATE LIMITED.
Cancelling an Order
During our pilot, orders cannot be cancelled from the app. If you need to cancel, contact us at muskan@shophaul.in as soon as possible; we can cancel an order until the shop has finished packing it. A cancelled order is refunded in full, including the delivery fee.
When a Shop Cannot Fulfil Your Order
After you pay, each shop in your order has 15 minutes to confirm it can fulfil its items. If a shop declines or does not respond, its items are cancelled and refunded automatically, together with that shop's delivery fee where no rider was booked. Items from any other shop in the same order continue to be delivered. If no shop confirms, the whole order is cancelled and refunded in full.
Unpaid Orders
If a payment does not complete, the order is cancelled automatically after a short period and no money is taken. If your account was debited for a payment that did not complete, the amount is returned by your bank or by us under the timelines below.
Returning an Item
You can return any delivered item within 48 hours of delivery by requesting a return from your order in the app. The same window applies to every shop on haul. Items must be unused, unwashed and returned with their original tags and packaging. Returns are collected by a rider in the 6–8 PM pickup slot on the day you choose.
Items That Cannot Be Returned
For hygiene and safety reasons, the following categories cannot be returned for a change of mind: innerwear, swimwear, beauty, jewellery, personalised, clearance. This is shown on the product page before you buy.
Damaged, Defective or Wrong Items
If an item arrives damaged, defective, different from its description or in the wrong size, report it from your order in the app or contact us. These items can be returned and refunded even after the return window has closed and even if they belong to a non-returnable category, as required by the Consumer Protection (E-Commerce) Rules, 2020.
How Refunds Are Calculated
For a returned item, we refund the price you paid for it. The delivery fee is not refunded on a return, because the delivery was completed. For a cancelled order, the delivery fee is refunded as well.
Refund Timelines
We start your refund within 48 hours of it becoming due — when the rider collects your return, when a shop declines your items, or when your order is cancelled. The money goes back to the payment method you used. Banks and card issuers usually take 5–7 working days to show it in your account after we start the refund; this part is outside our control.
Cash on Delivery
haul does not offer cash on delivery during the pilot, so every refund is made to your original online payment method. We do not refund in cash or as store credit.
Questions and Complaints
If your refund has not reached you within the timelines above, write to muskan@shophaul.in with your order number. If you are not satisfied with our response, you can contact our Grievance Officer, Muskan Sharma, at muskan@shophaul.in or +91 97551 84370. We acknowledge complaints within 48 hours and aim to resolve them within 30 days.