Refund & Cancellation Policy

1. Overview and Scope

This Refund & Cancellation Policy (the “Policy”) governs cancellations, returns and refunds for products and services purchased from Keystone Commerce Private Limited (“Keystone”, “we”, “us” or “our”), whether through our website, applications, sales representatives or partner channels. It applies across our business verticals - The Bazaar / Liwip (products and work equipment), The Hubs (managed accommodation) and The Ledger (credit and financial services).

By placing an order or availing a service, you agree to the terms of this Policy.

2. Definitions

Customer / You

any person or entity that places an order for, or purchases, a product or service from Keystone.

Order

a confirmed request to purchase a product or service, evidenced by an order ID or invoice.

Product

any physical good sold by Keystone, including gear and equipment via The Bazaar / Liwip.

Service

any service offered by Keystone, including accommodation (The Hubs) and credit-related services (The Ledger).

Business Day

Monday to Saturday, excluding public holidays in India.

3. Cancellation of Orders

You may request cancellation of an eligible order by contacting us at Business@keystonecommerce.in with your order ID within 24 hours of placing the order, or before the item is dispatched / the service is activated, whichever is earlier. Where cancellation is accepted before dispatch or activation, a full refund will be issued. Once a product has been dispatched or a service has commenced, cancellation is subject to the return and refund conditions set out below.

Keystone reserves the right to cancel an order, in whole or in part, in the event of unavailability of stock, pricing or listing errors, failure of payment authorisation, or suspected fraudulent or abusive activity. In such cases, any amount already paid for the cancelled portion will be refunded in full.

4. Eligibility for a Refund

You may be eligible for a refund where:

• the product delivered is damaged, defective or materially different from what was ordered;
• an incorrect product was delivered;
• the product was not delivered within the committed delivery timeline and you no longer wish to proceed; or
• a duplicate payment or an incorrect amount was charged.

To be considered, the issue must be reported within 7 days of delivery (or of the charge, in the case of a billing error), along with your order ID and supporting evidence such as photographs of the item and packaging.

5. Non-Refundable and Non-Cancellable Items

Except where required by applicable law, the following are not eligible for cancellation or refund:

• products that have been used, worn, altered, washed or damaged after delivery;
• items returned without original tags, packaging, accessories or invoice;
• perishable goods, personal-hygiene items, innerwear, and made-to-order or customised products;
• services that have already been rendered, consumed or substantially performed;
• convenience, processing or payment-gateway fees, and delivery / shipping charges (unless the return is due to our error);
• The Hubs: security deposits and accommodation charges, which are governed by the applicable Leave & License / accommodation agreement signed by the resident;
• The Ledger: fees for credit assessments or reports once the assessment has been processed.

6. Return Conditions for Physical Products

Where a physical product is eligible for return, it must be unused and in its original condition, with all tags, accessories, free items and packaging intact, accompanied by the original invoice. Keystone will arrange a return pickup where the service is available; where it is not, you may be asked to ship the item to an address we provide. Return shipping costs are borne by Keystone where the return arises from a damaged, defective or incorrect item, and by the Customer in other permitted cases.

7. Refund Process

To request a refund, email Business@keystonecommerce.in with your order ID and a description of the issue. We will review your request within 2 business days and confirm whether it is approved or declined, along with reasons. Approved returns are subject to a quality check on the returned item before the refund is released.

8. Refund Method and Timelines

Approved refunds are processed within 7 to 10 business days of approval (or of receipt and inspection of the returned item, where a return is involved). Refunds are made to the original payment method used at the time of purchase (UPI, debit / credit card, net-banking or wallet). For cash-on-delivery orders, refunds are made by bank transfer to an account nominated by the Customer. Please note that the time taken for the amount to reflect in your account after processing depends on your bank or payment provider and is beyond Keystone’s control.

9. Damaged, Defective or Incorrect Items

If you receive a product that is damaged, defective or incorrect, please notify us within the timeline set out in Section 4. Following verification, we will, at your option and subject to availability, arrange a replacement or issue a refund. We may request photographs or the return of the item to complete verification.

10. Late or Missing Refunds

If you have not received an approved refund within the stated timeline, please first check with your bank or payment provider, as processing times vary. If the amount still does not appear, contact us at Business@keystonecommerce.in with your order ID and we will assist in tracing it.

11. Changes to this Policy

Keystone may update or amend this Policy from time to time. The version in force is the one published on our website, and any changes take effect from the date of publication. We encourage you to review this Policy periodically.

12. Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at New Delhi.

13. Contact Us

For any question or request relating to cancellations or refunds, please contact:

CIN: U47912DL2025PTC455970 · GSTIN: 07AAMCK2232K1ZF