Cancellation & Refund Policy

CANCELLATION & REFUND POLICY
RONGJENG WELFARE FOUNDATION

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Last Updated: October 11, 2025
Effective Date: October 11, 2025

** IMPORTANT NOTICE **
Rongjeng Welfare Foundation is committed to customer satisfaction and maintaining
transparent, fair policies. This document outlines our cancellation and refund
procedures to help you understand your rights and our processes.

ORGANIZATION DETAILS:
Name: Rongjeng Welfare Foundation
Address: c/o: Lumkshaid, Block 4
Lower Mawprem, Shillong 793002
Meghalaya, India

Contact Information:
Phone: +91 9401732209
Email: rongjeng@shilong.com
Website: rwf.shillong.com

1. CANCELLATION POLICY

1.1 General Cancellation Terms
Rongjeng Welfare Foundation believes in helping customers and maintains a customer-
friendly cancellation policy. We understand that circumstances may require order
changes or cancellations.

1.2 Cancellation Eligibility Timeline
• Cancellation requests must be made within 7 days of placing the order
• Requests submitted after 7 days may not be processed
• Early cancellation (within 24 hours) receives priority processing
• All cancellation requests require order number and contact verification

1.3 Cancellation Restrictions
Cancellation requests may NOT be entertained if:

• Orders have been communicated to vendors/merchants for processing
• Shipping process has been initiated by our fulfillment partners
• Products are already in transit or out for delivery
• Custom or personalized items are being prepared
• Perishable items have been specially sourced for your order

1.4 Cancellation Process
To cancel your order:

STEP 1: Contact our customer service immediately
STEP 2: Provide order number and registered contact details
STEP 3: Specify reason for cancellation
STEP 4: Await confirmation from our team
STEP 5: Refund processing (if payment completed)

CONTACT METHODS:
Phone: +91 9401732209 (Business hours: 10:00 AM - 6:00 PM, Mon-Sat)
Email: rongjeng@shilong.com (Response within 24 hours)

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2. REFUND POLICY

2.1 Refund Eligibility
Refunds may be provided in the following situations:

AUTOMATIC REFUND SITUATIONS:
• Order cancelled within eligible timeframe
• Payment made but order not confirmed by us
• Technical errors resulting in duplicate payments
• Order cancelled by Rongjeng Welfare Foundation

CONDITIONAL REFUND SITUATIONS:
• Damaged or defective products received
• Wrong items delivered due to our error
• Products significantly different from description
• Quality issues established through inspection

2.2 Non-Refundable Items
The following items are generally NOT eligible for refunds:

• Perishable items (flowers, food items, etc.)
• Customized or personalized products
• Items used or altered by customer
• Digital products or services already delivered
• Products damaged due to customer mishandling

** EXCEPTION: Refunds/replacements for perishable items may be considered if
customer establishes poor quality upon delivery.

2.3 Refund Timeline
PROCESSING TIME:
• Refund approval: 2-3 business days after request
• Refund processing: 3-5 business days after approval
• Bank credit: Additional 2-7 days depending on payment method

TOTAL TIMEFRAME:
• Credit/Debit Cards: 7-12 business days
• Net Banking: 5-10 business days
• UPI/Digital Wallets: 3-7 business days
• Cash on Delivery: Bank transfer within 10 business days

3. DAMAGED OR DEFECTIVE PRODUCTS

3.1 Reporting Damaged Items
If you receive damaged or defective products:

IMMEDIATE STEPS:
• Report within 7 days of receiving the product
• Contact customer service with order details
• Provide clear photographs of the damaged item
• Retain original packaging and accessories
• Do not attempt to repair or modify the item

3.2 Inspection Process
• Our customer service team will review your complaint
• Merchant/vendor may be contacted for verification
• Physical inspection may be required for high-value items
• Decision communicated within 3-5 business days
• Approved cases processed for refund or replacement

3.3 Resolution Options
Based on inspection findings:

• FULL REFUND: For significantly damaged/defective items
• REPLACEMENT: Same product sent at no additional cost
• PARTIAL REFUND: For minor defects affecting product value
• STORE CREDIT: Alternative compensation for future purchases

4. PRODUCT EXPECTATIONS AND QUALITY

4.1 Product Description Mismatch
If the product received doesn't match site description or your expectations:

REPORTING PROCESS:
• Notify customer service within 7 days of receipt
• Provide specific details about the discrepancy
• Submit comparative photographs if applicable
• Allow our team to investigate the concern

4.2 Quality Assessment
Our customer service team will:

• Review your complaint and supporting evidence
• Compare with original product specifications
• Consult with product team if necessary
• Make appropriate decision based on findings
• Communicate resolution within reasonable timeframe

4.3 Resolution Outcomes
Possible outcomes include:

• Full refund if significant mismatch confirmed
• Partial refund for minor variations
• Replacement with correct product
• Store credit for future purchases
• No action if product meets described specifications

5. WARRANTY AND MANUFACTURER ISSUES

5.1 Manufacturer Warranty
For products with manufacturer warranty:

• Issues should be reported directly to the manufacturer
• Warranty terms and conditions as per manufacturer policy
• We can assist in facilitating warranty claims when possible
• Manufacturer's decision on warranty claims is final
• Keep warranty cards and purchase receipts safe

5.2 Our Role in Warranty Claims
Rongjeng Welfare Foundation will:

• Provide purchase documentation for warranty claims
• Assist in connecting with manufacturer service centers
• Share relevant product information for warranty processing
• Support reasonable warranty claim processes
• Not override manufacturer warranty decisions

6. REFUND PROCESSING METHODS

6.1 Refund Methods
Refunds will be processed through the original payment method:

ONLINE PAYMENTS:
• Credit Card: Refund to same card account
• Debit Card: Refund to same card account
• Net Banking: Refund to source bank account
• UPI: Refund to linked bank account
• Digital Wallets: Refund to wallet balance

CASH ON DELIVERY:
• Bank transfer to provided account details
• Customer must provide valid bank account information
• NEFT/RTGS charges may apply for certain banks

6.2 Refund Confirmation
• Email confirmation sent upon refund processing
• SMS notification for Indian mobile numbers
• Refund reference number provided for tracking
• Customer service available for refund status queries

7. SPECIAL CIRCUMSTANCES

7.1 Bulk Orders
For bulk or large quantity orders:

• Special cancellation terms may apply
• Longer processing time for cancellation requests
• Partial cancellation may be possible
• Custom terms communicated at time of order
• Cancellation charges may apply based on order stage

7.2 Gift Orders
For orders intended as gifts:

• Original purchaser must initiate cancellation/refund
• Recipient cannot directly request cancellation
• Gift card refunds processed to original purchaser
• Special packaging costs may not be refundable

7.3 Promotional/Discount Orders
For orders with promotional discounts:

• Refund amount based on actual amount paid
• Promotional discounts not separately refundable
• Coupon/voucher credits may be restored if applicable
• Offer-specific terms may override general policy

8. CUSTOMER RESPONSIBILITIES

8.1 Accurate Information
Customers must provide:

• Correct contact information for communication
• Valid bank account details for refunds
• Accurate product condition reports
• Honest feedback about product issues
• Cooperation during investigation processes

8.2 Product Care
Until refund/return processing:

• Keep products in original condition
• Retain all packaging and accessories
• Avoid using or modifying products under dispute
• Maintain products in returnable condition
• Provide safe storage for inspection if required

9. DISPUTE RESOLUTION

9.1 Internal Resolution
We encourage resolution through our customer service:

• First contact: Customer service team
• Escalation: Supervisor or manager review
• Final review: Senior management consideration
• Documentation: All communications recorded
• Timeline: Reasonable resolution timeframe provided

9.2 External Resolution
If internal resolution is not satisfactory:

• Consumer forums as per Indian consumer protection laws
• Legal remedies as applicable under Indian law
• Mediation through recognized consumer protection agencies
• Jurisdiction: Courts in Meghalaya, India

10. POLICY LIMITATIONS

10.1 Time Limitations
• All claims must be made within specified timeframes
• Delayed reporting may result in claim rejection
• Seasonal products may have shorter claim windows
• Perishable items require immediate reporting

10.2 Liability Limitations
Rongjeng Welfare Foundation's liability is limited to:

• Maximum refund amount: Original purchase price
• No compensation for indirect losses
• No liability for consequential damages
• Refund of actual amounts paid only

11. CONTACT INFORMATION

For cancellation and refund related queries:

PRIMARY CONTACT:
Phone: +91 9401732209
Email: rongjeng@shilong.com
Business Hours: Monday to Saturday, 10:00 AM - 6:00 PM (IST)

MAILING ADDRESS:
Rongjeng Welfare Foundation
c/o: Lumkshaid, Block 4
Lower Mawprem, Shillong 793002
Meghalaya, India

WEBSITE: rwf.shillong.com

RESPONSE COMMITMENT:
• Phone calls: Immediate assistance during business hours
• Email queries: Response within 24-48 hours
• Complex cases: Resolution within 5-7 business days

12. POLICY UPDATES

This cancellation and refund policy may be updated periodically to reflect:

• Changes in business operations
• Legal or regulatory requirements
• Improvements in customer service
• Feedback-based enhancements

Policy updates will be posted on our website with revised effective dates.
Continued use of our services constitutes acceptance of updated terms.

SUMMARY OF KEY POINTS:

✓ 7-day cancellation window from order placement
✓ 3-5 days refund processing after approval
✓ Damaged/defective items: Report within 7 days
✓ Perishable items: Limited cancellation, quality-based refunds
✓ Manufacturer warranty issues: Direct manufacturer contact
✓ Refunds processed via original payment method
✓ Customer service available for assistance

This document was last reviewed and updated on October 11, 2025.

For the most current version of this policy, please visit: rwf.shillong.com