Refund and Cancellation Policy

Refund & Cancellation Policy

Last Updated: 15 April 2026

This Refund & Cancellation Policy outlines the terms under which orders placed on the GrowStitch Marketplace are cancelled, returned, or refunded.

This policy is applicable to all purchases made through the GrowStitch platform.

Key Summary

  • Orders can be cancelled only before dispatch
  • Returns are accepted only for valid issues (damage, wrong item, defect)
  • Refunds are processed within 5 — 7 working days after approval
  • Wallet credits are non-transferable and non-withdrawable
  • Contact support before initiating any payment dispute

1. Cancellation Policy

Orders may be cancelled only if they have not been:

  • packed
  • processed
  • dispatched

Cancellation is not allowed in the following cases:

  • order has already been shipped or out for delivery
  • product is custom-made, cut, or specially procured
  • item is marked as non-cancellable or final sale

GrowStitch reserves the right to cancel orders due to:

  • stock unavailability
  • pricing or technical errors
  • suspected fraud or abnormal activity
  • payment failure or verification issues

If a cancellation is accepted:

  • the refund will be processed as per the refund section below
  • any applicable charges (shipping, discounts, wallet usage) may be adjusted

2. Return Policy

Returns are accepted only under the following conditions:

  • wrong item delivered
  • damaged product received
  • missing item in shipment
  • defective product

Return requests must:

  • be raised within 48 hours of delivery
  • include valid proof (photos/videos)
  • ensure the product is unused and in original packaging

GrowStitch may reject return requests if:

  • the product is used, damaged after delivery, or altered
  • the request is raised after the allowed timeframe
  • insufficient or invalid proof is provided

3. Non-Returnable Items

The following items are generally not eligible for return:

  • cut fabrics or customized materials
  • made-to-order products
  • clearance or final sale items
  • consumables or hygiene-sensitive products
  • opened tools or electrical items (unless defective)

These conditions may also be specified on product pages.

4. Refund Policy

If a refund is approved:

  • refunds are processed within 5 — 7 working days
  • refunds are credited to:
  • original payment method, or
  • GrowStitch wallet (where applicable)

Refund timelines may vary depending on:

  • bank processing time
  • payment gateway processing
  • verification or claim review

If the original payment method is unavailable, GrowStitch may issue refunds through an alternative compliant method.

5. Wallet, Cashback, and Credits

  • wallet credits and cashback are promotional in nature
  • they are non-transferable and non-withdrawable
  • they may expire or be reversed in case of:
  • cancellations
  • refunds
  • misuse or fraud

6. Chargebacks & Disputes

Users are advised to contact GrowStitch support before raising disputes with banks or payment providers.

In case of a chargeback:

  • GrowStitch may provide transaction and delivery evidence to the payment provider
  • accounts may be temporarily restricted during investigation
  • fraudulent disputes may result in suspension or recovery actions

7. Contact Support

For any cancellation, return, or refund queries, contact:

Email: support@growstitch.com
Phone: 079 4910 7723

8. Policy Updates

GrowStitch reserves the right to modify this policy at any time. Updates will be effective upon publication on the platform.

Continued use of the platform after updates constitutes acceptance of the revised policy.

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