Cancellation & Refund Policy

1. Donations — when we refund

• Duplicate payment: the same amount charged more than once for the same intent. Refunded in full.
• Incorrect amount: a clear typing error, for example ₹50,000 instead of ₹5,000. Refunded in full or in part, at your choice.
• Unauthorised or disputed transaction: reported to us and confirmed by the payment aggregator. Refunded in full.
• Technical failure: money debited but the donation not recorded against your name. Refunded in full, or applied correctly if you prefer.

Raise such a request within 7 days of the transaction, quoting the order or transaction reference and the registered email or mobile number.

2. Donations — when we cannot refund

A change of mind after funds have been deployed to a programme cannot be reversed, because the money has already been spent on the delivery you chose to support. Where the funds have not yet been deployed, the trustees may, at their discretion, refund or re-designate the gift to another programme at your request.

3. Monthly mandates

• You may cancel a monthly mandate at any time by writing to us, or from your bank or UPI application. Please allow up to 5 working days before the next scheduled debit.
• The one-rupee authorisation amount charged by the payment aggregator to validate a mandate is refunded automatically.
• A debit already collected before cancellation is a completed donation and is not refunded, except in the error cases in clause 1.

4. Ujjwala Market orders

• Cancel before dispatch: full refund. Write to us as soon as possible after ordering.
• Damaged, defective or wrong item: report within 48 hours of delivery with photographs of the item and the packaging. We replace the item, or refund it in full if a replacement is unavailable.
• Not delivered: if a shipment is confirmed lost by the courier, we replace or refund in full.
• Return of an undamaged item: accepted within 7 days of delivery if the item is unused and in its original packaging. Return shipping is borne by the buyer unless the error was ours.
• Handmade variation in colour, weave or finish is not a defect and is not a ground for return.

5. How to raise a request

• Email hello@ujjwalafoundation.org with the subject "Refund request" — include the transaction or order reference, the date, the amount and the reason.
• Or call +91 73968 35639 during Monday to Saturday, 10:00–18:00 IST (excluding public holidays).

6. Timelines

We acknowledge a refund request within 3 working days and decide it within 7 working days. An approved refund is initiated to the original payment instrument within 5 working days of approval. Your bank or card issuer then typically credits it within 5 to 10 working days. Refunds are always made to the original instrument — never in cash and never to a different account.

7. Unresolved grievances

If you are not satisfied with the outcome, escalate to our Grievance Officer at grievance@ujjwalafoundation.org or +91 73968 35639. Acknowledged within 3 working days; resolved within 30 days. Effective 27 August 2026.