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Refund Policy

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Refund & Cancellation Policy

Last Updated: August 20, 2026

At Thesouthpole, we aim to provide quality products and a smooth shopping experience. If you receive a damaged, incorrect, missing or otherwise eligible product, we will work to resolve the issue fairly and efficiently.

This Refund & Cancellation Policy explains when cancellations, returns, replacements and refunds may be available.

1. Order Cancellation

You may request cancellation of an order through the Thesouthpole application or by contacting customer support, subject to the status of the order.

Cancellation may be allowed when:

  • The order has not yet been processed or packed.

  • The order has not been dispatched.

  • The cancellation request is received within the applicable cancellation period.

Once an order has been packed or dispatched, cancellation may not be possible.

If an eligible prepaid order is successfully cancelled, the applicable refund will be initiated according to this policy.

2. Cancellation by Thesouthpole

Thesouthpole may cancel an order in certain circumstances, including:

  • Product availability issues.

  • Incorrect or incomplete delivery information.

  • Payment failure.

  • Pricing or product information errors.

  • Delivery service being unavailable in the selected location.

  • Suspicious, fraudulent or unauthorized activity.

  • Operational or technical issues.

  • Circumstances beyond our reasonable control.

If payment has already been received for an order cancelled by us, an eligible refund will be initiated.

3. Damaged Products

If a product arrives damaged, you should report the issue to us as soon as reasonably possible after delivery.

We may request:

  • Order number

  • Product details

  • Photographs or videos of the damaged product

  • Packaging photographs

  • Other information reasonably required to verify the claim

After verification, we may offer an appropriate resolution, which may include replacement, refund or another suitable solution.

4. Wrong Product

If you receive a product that is different from the product you ordered, please contact us as soon as possible.

After verification, we may arrange:

  • Replacement with the correct product, subject to availability; or

  • Refund for the affected product.

The incorrect product may need to be returned or collected before a replacement or refund is processed.

5. Missing Products

If an item is missing from your delivered order, please report it to us as soon as possible.

We may verify the order and delivery information before approving a refund, replacement or other resolution.

6. Expired or Defective Products

If you receive an expired or apparently defective product, please contact us promptly after delivery.

Where the claim is verified and eligible, we may provide a replacement or refund in accordance with applicable law and our internal procedures.

Customers should follow the manufacturer's storage and handling instructions for products after delivery.

7. Perishable Products

Certain grocery items, including fresh food, fruits, vegetables, dairy products and other perishable items, may have limited or no return eligibility due to their nature.

However, if a perishable product is:

  • Damaged

  • Spoiled upon delivery

  • Incorrect

  • Missing

  • Otherwise materially defective

you should report the issue promptly after delivery.

We may request photographs or other evidence to verify the condition of the product.

8. Products Not Eligible for Return or Refund

Unless otherwise required by applicable law, certain products may not be eligible for return or refund because of their nature, including:

  • Products that have been opened or used.

  • Products damaged after delivery due to improper handling or storage.

  • Products without required packaging or identifying information.

  • Products returned after the applicable claim period.

  • Products that are non-returnable under applicable law or supplier restrictions.

This does not affect any rights you may have under applicable consumer protection laws.

9. Refund Eligibility

A refund may be considered where:

  • An eligible order is cancelled successfully.

  • We are unable to fulfill a paid order.

  • You receive an eligible damaged product.

  • You receive an incorrect product.

  • A product is missing from your order.

  • An eligible product is defective or otherwise qualifies for a refund.

Refund decisions may be subject to verification of the relevant claim.

10. Refund Process

Once a refund is approved, we will initiate the refund using the applicable payment method or another suitable method.

For prepaid orders, refunds may generally be returned to the original payment method, subject to the payment provider's processing procedures.

The actual time for the refund to appear in your account may vary depending on your bank, card issuer, UPI provider or payment gateway.

11. Cash on Delivery Orders

For Cash on Delivery orders, where a refund is approved, we may request valid bank account, UPI or other payment details necessary to process the refund.

We will not request unnecessary sensitive banking credentials such as your ATM PIN, UPI PIN or password.

12. Promotional Discounts and Coupons

If an order is cancelled or refunded, promotional discounts, coupons, cashback or other promotional benefits may not be refundable or reinstated unless specifically determined by Thesouthpole.

If only part of an order is refunded, the applicable discount may be recalculated where necessary.

13. Delivery Charges

Delivery charges may be refundable depending on the reason for cancellation, refund or order failure.

If an order is successfully delivered and a customer requests a refund for reasons unrelated to an eligible product issue, delivery or other service charges may not be refundable.

14. Partial Refunds

If only certain products in an order are eligible for a refund, Thesouthpole may issue a partial refund for the affected products rather than refunding the entire order.

15. Refund Claim Period

Customers should report damaged, incorrect, missing, defective or other eligible product issues as soon as possible after delivery.

For certain products or order types, a specific claim period may apply and may be communicated through the application, order information or customer support.

Claims submitted after the applicable period may not be accepted unless required by applicable law.

16. Verification of Refund Requests

To prevent fraud and ensure fair resolution, Thesouthpole may verify refund requests using available order, payment and delivery information.

We may request reasonable evidence such as photographs, videos, product details or other information relevant to the claim.

17. Fraudulent or Abusive Refund Claims

We reserve the right to investigate repeated, suspicious or potentially fraudulent refund requests.

Where permitted by law, we may restrict or suspend accounts involved in fraudulent activity or abuse of our refund and promotional policies.

18. Refunds for Failed Transactions

If money is deducted from your account but an order is not successfully created due to a payment or technical failure, the amount may be automatically reversed or refunded through the payment provider.

Processing time may depend on the bank, payment gateway or other financial institution.

19. No Refund for Change of Mind

Once an order has been processed, packed or dispatched, refunds may not be provided solely because the customer has changed their mind, subject to applicable consumer rights and the nature of the product.

20. Customer Support

For any cancellation, refund, replacement or product-related issue, please contact us with your order details.

Company Name: Thesouthpole
App Name: Thesouthpole
Email: southpoleofficial22@gmail.com
Phone: +91 93594 24719
Address: Balli Village, NH 66, Quepem Taluka, South Goa District, Goa - 403703, India

When contacting us, please provide your order number and a brief description of the issue so that we can assist you more quickly.

21. Changes to This Policy

Thesouthpole may update this Refund & Cancellation Policy from time to time.

Any changes will be published through our application or website, along with an updated "Last Updated" date.

22. Applicable Law

This policy shall be governed by the applicable laws of India, including applicable consumer protection laws and regulations.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted.

Thesouthpole reserves the right to review and determine the appropriate resolution for each refund, cancellation, replacement or return request in accordance with this policy and applicable law.