CANCELLATION & REFUND POLICY

Effective Date: 10 July 2026

1. Overview & The NewSa Marketplace Promise

  • Intermediary Operating Model:The digital platform branded as NewSa ("Platform") is exclusively owned, managed, and operated by Circec Solutions Private Limited ("Company"). The Platform functions strictly as a customer-to-customer (C2C) digital marketplace intermediary, acting as a secure hosting infrastructure to connect independent buyers ("Buyers") and independent sellers ("Sellers").
  • Nature of Transactions:Every successful transaction finalized on the Platform creates a separate, binding, direct mutual commitment between two independent individual users. Sellers commit to maintaining listings that are completely available and accurately represented, while Buyers commit to following through with verified checkouts.
  • Safe Escrow Architecture:To ensure absolute transactional safety and protect marketplace trust, all payments made by a Buyer at the point of checkout are held within a secure escrow system framework ("Safe Escrow Account"). This architecture encapsulates full online prepayments, dynamic Cash on Delivery (COD) booking fees, and pending COD amounts collected at doorstep delivery, holding all funds securely within the escrow layer until post-delivery dispute timelines clear.
  • Doorstep Payment Fulfillment and Protection Delivery:A Buyer cannot withhold payment from the third-party logistics delivery partner on the pretext of an open-box delivery request; instead, the Buyer must make the necessary COD payment (if applicable) and accept delivery, as their transaction is fully protected and shielded post-receipt under NewSa Buyer Protection (Section 3).

2. The Core Order Cancellation Framework

  • Pre-Pickup Scheduled Cancellations:A Buyer is entitled to cancel any confirmed order directly through the Platform's order tracking dashboard within 2 hours of the initial timestamp of payment capture or checkout confirmation. The resulting refund issued to the Buyer's original payment source will be adjusted to include mandatory deductions covering all non-recoverable payment gateway transaction charges incurred via Razorpay.
  • Post-Pickup Scheduled Cancellation Lock:Once a Seller logs into the interface and actively schedules the logistics courier pickup window for an order, a strict, irreversible cancellation lock is applied across the transaction. No further Buyer-initiated or Seller-initiated cancellations are permitted past this operational milestone; any subsequent structural remedies can only be pursued via the post-delivery Buyer Protection dispute path.

3. Mandatory NewSa Buyer Protection & Approved Return Grounds

  • Universal Coverage Scope and Payout Guarantees:All transactions processed completely through the Platform's dynamic checkout interface automatically carry mandatory NewSa Buyer Protection coverage, backed by a 100% money-back guarantee. This protection safeguards the Buyer against cases of non-delivery, instances where an upfront payment fails but funds were successfully deducted from the user's account, or verified material deviations confirmed upon receipt.
  • The Forty-Eight Hour Inspection Window:Upon delivery of the package, the Buyer is granted a strict forty-eight (48) hour protective inspection window to evaluate item specifications, structural condition, and functional parameters.
  • Pre-Purchase Buyer Diligence Mandate:While NewSa provides robust communications infrastructure tools—including interactive in-app chat features and comment boxes—to safely communicate, request, and share relevant details, photographs, or videos, the Buyer bears primary responsibility for checking all product claims, critical functionalities, and parts inclusions before placing an order. Buyers are responsible for checking the Seller's claims (either in listing information or provided by Sellers in comments and chats), and a lack of Buyer diligence to check the item's condition before placing the order may affect NewSa’s mediation and decision-making capabilities during a dispute. NewSa will not recognize, evaluate, or honor any information or media shared between transacting parties outside the official NewSa platform boundaries.
  • NewSa Adjudication Finality:NewSa is the sole decision-maker for all Buyer Protection coverage reviews and dispute adjudications. Its ultimate mediation determinations are absolute, definitive, and legally binding on both transacting parties.
  • Eligible Grounds for a Verified Return:A Buyer is entitled to an approved return and a 100% money-back refund under the scope of Buyer Protection if a formal dispute is logged within 48 hours of delivery based on the following verified material listing deviations:
    • Incorrect Item Received:Delivery of a completely different product, model, manufacturer, brand, or item variant than the specific asset displayed in the listing.
    • Missing Components or Accessories:Incomplete product bundles, missing essential standalone elements, or absent system accessories that were explicitly advertised as part of the listing.
    • Undisclosed Physical Flaws or Operational Defects:Significant material structural wear, visible cracks, heavy staining, deep structural dents, or physical damage completely inconsistent with the advertised condition tier selected by the Seller.
    • Critical Functionality Failures:Hardware or electronic assets that fail to execute their core intended operations, including devices failing to power on, failing to accept electrical charge profiles, possessing non-functional input buttons/ports, dead audio speakers, or exhibiting absolute wireless connectivity failures such as Wi-Fi or Bluetooth pairing dropouts.

4. Ineligible Return Criteria & Buyer Remorse Prohibitions

  • Buyer Remorse Restrictions:Returns, transactions reversals, and monetary refunds are strictly prohibited for all cases involving simple change of mind, personal lifestyle preference shifts, or subjective aesthetic dissatisfaction post-delivery.
  • Pre-Disclosed Item Defects:Any physical flaws, functional limitations, cosmetic wear, or missing parts that were explicitly detailed in the original product listing, or disclosed by the Seller within pre-purchase in-app chats and comments, are completely barred from return eligibility. NewSa assumes zero liability, and no claim can be processed, if a pre-disclosed defect or area of damage subsequently worsens, degrades further, or directly leads to the development of new mechanical, structural, or electronic damages after delivery.
  • Disclosed Item Characteristics:General fit, style, or size expectations cannot form the legal basis of a dispute if the exact measurements, structural dimensions, and condition descriptions were accurately disclosed within the Seller’s product listing.
  • Pre-Owned Surface Wear:Minor superficial scratches, light scuffs, or cosmetic aging marks that are entirely consistent with the normal lifecycle of a pre-owned or used item cannot be used to claim a listing mismatch.
  • Component and Parts Origin Verification Exclusion:NewSa explicitly excludes any return, refund, or dispute pathway based on the verification of internal components and parts—including whether internal components are completely original, authentic, repaired, or refurbished (specifically for electronic assets and devices). Assessing these elements requires invasive structural disassembly or technical diagnostic parsing, which is highly detrimental to the asset and outside standard marketplace capabilities.
  • Authenticity and Counterfeit Exclusion:Basic marketplace return paths do not cover authenticity or counterfeit claims, as verification requires extensive forensic evaluation beyond standard platform capability. These are handled exclusively under separate Authenticity Checks via specialized Value-Added Service parameters.
  • Post-Delivery Damage:Any operational failures, structural breakage, physical damage, water/liquid entry damage, environmental exposure, or cosmetic degradation caused by buyer misuse, negligent dropping, or unauthorized alterations after doorstep delivery will result in an immediate rejection of the claim.

5. Mandatory Dispute Evidence & Media Proof Lock

  • The Continuous Unboxing Video Mandate:To protect the fiscal integrity of the customer-to-customer marketplace, prevent malicious claims, and ensure objective adjudication, NewSa enforces a strict media proof lock across the platform. For all high-risk claims—including reports of an empty shipping container, missing inner contents, severe transit damage, or structural fracturing—the Buyer must submit a single-take, continuous, completely unedited unboxing video.
  • Technical Requirements for Media Proof:The unboxing video must clearly show the package from all external angles before opening, document the completely intact condition of the carrier's shipping labels, and track the manual opening of the container and extraction of the item in one unbroken camera shot. Failure to provide this single-take continuous video alongside supporting high-resolution photographs might result in the automatic, non-appealable rejection of the Buyer Protection claim by the NewSa Customer Mediation Team.
  • Seller Packaging Evidence Mandate:NewSa reserves the right to demand clear photographic or video evidence from the Seller documenting their specific physical packing workflow, protective wrapping, and packaged contents to assist in dispute resolution.

6. Logistical Fee Allocation & Discretionary Partial Refunds

  • Buyer Protection Safe Harbor:Where a return is formally approved under the mandatory Buyer Protection guidelines, the Buyer is completely insulated from reverse logistics costs and will incur zero return shipping fees.
  • Seller Reverse Logistics Liability:The cost burden for reverse courier shipping may be directly billed to the defaulting Seller's account balance, subject entirely and unappealably to NewSa's final mediation ruling.
  • Discretionary Case-by-Case Refunds:Outside of verified and approved Buyer Protection actions, any financial adjustments or partial refunds are evaluated strictly on an individual case-by-case basis at the sole discretion of the Platform. All such non-standard refunds are subject to full deductions for out-of-pocket forward shipping charges, reverse transport costs, and administrative fulfillment handling fees.
  • Buyer Packaging Responsibility:When returning an approved item, the Buyer must pack the product to equivalent protective standards using secure padding. If the Buyer returns the product using defective or negligent packaging and it suffers damage in reverse transit, NewSa reserves the right to proportionally reduce the refund amount or reject the payout entirely.

7. Operational Enforcement for Logistics Delays & User Misuse

  • The Courier Handover Window:Sellers are allocated a strict operational timeline of one (1) to three (3) working days following order confirmation to complete the physical handover of the packed parcel to NewSa’s integrated third-party courier partner.
  • Handling Logistics Delays:If a shipment is delayed beyond the mandatory 3 working day handover window due to Seller non-responsiveness or delivery failure, NewSa will not automatically cancel the order. Instead, the NewSa support team will proactively contact the Buyer to verify if they are willing to extend the waiting window. If the Buyer prefers not to wait, NewSa will immediately execute the order cancellation on the Buyer's behalf and secure a full refund.
  • Buyer Unavailability Defaults:If a Buyer remains entirely unreachable, repeatedly reschedules delivery windows without valid cause, or refuses to accept the sealed package from the courier network, NewSa will process the order as a Buyer default. The package will enter a return-to-seller loop, and all out-of-pocket forward and reverse logistical charges will be deducted from the Buyer's net refund balance.
  • Misuse, Abuse & Fraud Protection:To protect buyers, sellers, and the integrity of the marketplace, NewSa reserves the right to restrict refunds, limit platform access, or review and suspend accounts in cases involving user misuse, including:
    • Repeated cancellation abuse
    • Fraudulent claims or falsification of media proof
    • Delivery refusal without a valid, product-related reason
    • Repeated seller no-shows or courier handover defaults
    • Manipulation of listings, pricing configurations, or order flows

8. Refund Processing Mechanisms & Bank Timelines

  • Gateway Reversal Initiation Timeline:Once a refund or partial adjustment is officially authorized by the NewSa Customer Mediation Team, the electronic refund instruction is securely transmitted to the Razorpay gateway engine within exactly two (2) working days.
  • Refund Payment Instrument Flow:Funds are routed exclusively back to the original source payment instrument or UPI ID used at checkout. Refunds cannot be redirected to a different bank account, wallet, or alternative recipient name. Standard processing intervals for funds to reflect in the account are determined by Razorpay and the underlying banking system:
    • Unified Payments Interface (UPI):Funds typically reflect within two (2) to three (3) business days.
    • Credit Cards or Debit Cards:Funds typically reflect within five (5) to seven (7) business days.
    • Net Banking Portals:Funds typically reflect within five (5) to seven (7) business days.
    • Digital Wallets:Funds typically reflect within two (2) to three (3) business days.
    • Equated Monthly Installments (EMI) / Buy Now Pay Later (BNPL) Instruments:Refunds are processed back to the source service provider account, with final credit timelines varying by service provider.
  • Manual Bank Transfer Backup Payouts:In the event that a source reversal fails or is technically blocked due to an expired card, closed wallet account, or bank network error, NewSa will coordinate a manual backup payout via direct bank transfer. The Buyer must provide valid bank account verification details matching their profile identity. NewSa enforces a strict forty-eight (48) hour security verification and compliance review window before executing any manual backup bank payout.

9. Review, Appeals & Finality of Decisions

  • The Right to One Single Appeal:If a Buyer or a Seller strongly disagrees with an operational decision rendered by the NewSa Customer Mediation Team, they possess the right to request a single, final administrative review.
  • Appeal Submission Timeline:The aggrieved party must submit a formal request for appeal, along with fresh, unsubmitted objective documentary evidence, within exactly forty-eight (48) hours of the original dispute decision to support@newsa.in. Following the conclusion of this second review, NewSa’s mediation determination shall be final, definitive, and unappealable.

10. Statutory Grievance Redressal and Contact Architecture

  • Escalation Protocols:For any immediate transactional questions, order updates, or cancellation requests, users must contact the Platform via the dedicated WhatsApp support link or email directly at support@newsa.in.
  • Grievance Officer Details:If a cancellation dispute or refund concern remains entirely unresolved after standard support channels, users may formally escalate the matter to the statutory Grievance Officer appointed under Indian law:
    • Grievance Officer Name:Harsh Ranjan (Co-founder & Grievance Officer)
    • Corporate Entity:Circec Solutions Private Limited
    • Registered Corporate Address:Plot No. 160, HUDA Plots, Sector 56, Gurugram, Haryana, PIN - 122011
    • Contact Email Address:support@newsa.in
    • Contact Phone Number:+91-96508 74004
  • Resolution Timelines:The compliance division will formally acknowledge the receipt of legal or escrow grievance claims within 48 hours. A comprehensive review and final formal statutory resolution will be issued by the Grievance Officer within a maximum period of thirty (30) days from the formal filing date. All rights under the Consumer Protection Act, 2019, remain fully preserved under the jurisdiction of courts in Gurugram, Haryana.