Refund & Cancellation Policy
Last updated: May 2026
Refund Policy
When You Are Eligible for a Refund
Refunds are issued to your Rhesia wallet in the following cases:
- Order cancelled before merchant accepts — Full refund issued instantly
- Merchant rejects your order — Full refund issued instantly
- Order expires (payment timeout) — Full refund issued instantly
- Return approved by merchant — Refund processed after item is returned and inspected
- Item not delivered within promised timeframe — Contact support for resolution
Refund Method
All refunds are credited to your Rhesia Wallet. You can use the wallet balance for future purchases or request a bank transfer (subject to processing time of 3–5 business days).
Refund Timeline
| Refund Type | Timeline |
|---|---|
| Wallet refund (cancellation/rejection) | Instant |
| Wallet refund (return approved) | 1–2 business days after return received |
| Payment gateway refund | 5–7 business days |
| Bank transfer from wallet | 3–5 business days |
Non-Refundable Items
- Digital products after code/key has been delivered
- Products explicitly marked as non-returnable
- Preorder deposits (non-refundable by design)
- Orders delivered and not returned within the return window (7 days)
- Items damaged due to customer misuse
Partial Refunds
If only some items in a multi-item order are returned, a partial refund is issued for those specific items only. Shipping charges are non-refundable unless the return is due to merchant error.
Cancellation Policy
Buyer Cancellation
You can cancel an order before the merchant accepts it. Once the merchant has accepted and started processing your order, cancellation through the platform is no longer available.
How to Cancel an Order
- Go to your order detail page from "My Orders"
- Click the "Cancel Order" button
- Confirm the cancellation
- Refund is credited to your wallet instantly
After Cancellation
- Full refund credited to your Rhesia wallet (instant)
- Product stock is restored and available for other buyers
- You receive a confirmation notification via email
When You Cannot Cancel
- Merchant has already accepted the order
- Order has been shipped or is in transit
- Order has been delivered
Merchant Cancellation
Merchants may reject or cancel orders due to stock issues, pricing errors, or inability to fulfill. In such cases, you receive a full refund automatically to your Rhesia wallet.
Need Help?
If you need to cancel after merchant acceptance, contact our support team through the Support Tickets page. We will mediate with the merchant on your behalf. For urgent issues, email support@rhesia.com.