When can I request a return or exchange?
A return or exchange request becomes available only after the individual product in the order has been marked as delivered. APNA BAZAR checks the status of the specific order item rather than relying only on the overall order status. This is important because one order can contain multiple products and those products may be delivered separately. A product that has been delivered can therefore have return or exchange eligibility even when another product in the same order is still being processed.
The seller's policy applies to each product
Return and exchange availability is set at the product level. A seller can make a return available for a selected number of days, make an exchange available for a selected number of days, or choose not to offer one of these options for a product. The customer-facing product and order experience shows the policy associated with the purchased product. Because different products can have different policies, customers should check the return and exchange information for the exact product before placing a request.
Return window
The current marketplace workflow supports a seller-selected return window from a minimum of 5 days to a maximum of 15 days after delivery. A seller can also select no return for a product. When no return policy is configured, the customer cannot submit a return request for that product. When a return window is configured, the request must be submitted within the applicable period calculated from delivery.
Exchange window
The same product-policy approach applies to exchanges. The supported exchange window is between 5 and 15 days after delivery, unless the seller has selected no exchange for that product. An exchange request is also subject to the availability of the requested product variant. Customers may be asked to select the size and color variant they want, and the requested variant must be valid and have enough stock for the quantity being exchanged.
How to request a return or exchange
Customers can open the relevant order from their account and use the return or exchange option for an eligible delivered item. The request requires a reason. If the customer selects "Other", a description of the reason is required. For an exchange, the customer must also select the requested size and color variant when applicable. The marketplace validates the product, delivery status, policy window and selected exchange variant before the request is submitted.
Information required for a return refund
When a customer submits a return request, the current return workflow asks for a valid mobile number for refund communication. The customer must also provide either bank account and IFSC details together, or a UPI ID. These details should be entered carefully because they are used as part of the supported refund-request process. Customers should never share passwords, one-time verification codes or unrelated sensitive information in a return note or other field.
Choosing the right reason
Selecting an accurate reason helps the marketplace and seller understand why the customer is requesting a return or exchange. Customers should describe the issue honestly and provide useful details when the selected reason is "Other". The customer can also add a note with additional information when submitting the request. Clear information can make it easier for the request to be reviewed through the marketplace workflow.
What happens after submission?
A submitted request enters the marketplace return or exchange workflow. The request can move through statuses such as requested, approved, scheduled, picked up and completed, or it can be rejected or cancelled when applicable. Customers can use the order experience to review the available request information. The seller can also provide a seller note as part of the supported workflow. The exact outcome depends on the product policy and the request review process.
Important eligibility checks
The marketplace performs server-side checks before accepting a return or exchange request. The item must belong to the authenticated customer's order, the product must have the applicable return or exchange policy, the item must be delivered, and the request must be within the configured eligibility window. For exchanges, the selected variant is checked for validity and stock availability. These checks help keep the return and exchange process tied to the correct order and product.
Existing return or exchange requests
The order experience keeps return and exchange request information for an item so customers and the marketplace can understand its history. A customer should use the existing request information instead of repeatedly submitting the same request. If an issue occurs with an existing request, the customer should use the available support option and provide the relevant order information so the request can be reviewed correctly.
Before submitting a request
Before submitting a return or exchange, check that the product has been delivered, confirm that the seller's policy allows the requested action and make sure the applicable window has not expired. For a return, keep the refund contact and payment details ready. For an exchange, check that the desired variant is available. Providing accurate information at the beginning helps avoid unnecessary errors and keeps the request connected to the correct product.
Need help?
If you are unsure about a return or exchange, use the official customer support option available on APNA BAZAR. Support can help you understand the available order information and guide you toward the correct marketplace workflow. For a product whose seller has not enabled return or exchange, the support team cannot change the product's seller-selected policy through the customer request form. Always use the order linked to the product when asking for help so the correct information can be reviewed.