How cancellations and refunds work on YENTTO. Every shop is an independent seller; YENTTO provides the platform, the refund channel, and a grievance process.
1.How cancellations & refunds work
Your purchase contract is with the independent seller who fulfils your order. YENTTO does not currently offer customer-initiated returns or order cancellations in the app. Once you place an order, it is sent to the seller for fulfilment. Where an order cannot be fulfilled, the seller may cancel it and you are refunded as set out below. YENTTO provides the platform, the refund channel, and a grievance process.
2.You cannot cancel or return from the app (currently)
At this time there is no option in the Customer app to cancel an order or start a return yourself. We may add self-service cancellation or returns in future; if we do, this policy will be updated. For any problem with an order, use the help/grievance route in section below.
3.If a seller cancels your order
A seller may cancel an order they cannot fulfil — for example, if an item is out of stock. In that case:
- Paid online (UPI, card, wallet, net-banking): the full amount is refunded to you through your original payment method via our payment gateway partner.
- Cash on Delivery (COD): no payment was taken, so there is nothing to refund.
4.How refunds are paid
Refunds for online payments are issued back through the same payment method via the payment gateway, to your original instrument. The seller’s balance adjusts automatically in the next settlement cycle. YENTTO does not deduct any fee from your refund.
Tips. Any tip you added is included in your refund. If an order is cancelled or refunded before it’s delivered, the full amount you paid — including any tip — is returned to you. (On a completed delivery, 100% of the tip goes to your delivery partner — the seller, or whoever the seller sends to deliver your order.)
5.Refund timelines
Refunds are initiated immediately to your original payment method via the payment gateway and typically reflect in your account within 7 business days, depending on your bank or payment provider. We don’t control or guarantee your bank’s processing time.
6.Cash on Delivery (COD)
Where a seller offers COD, you pay in cash on delivery — no payment is taken in advance. If a COD order is cancelled before delivery, no money has changed hands, so no refund applies.
7.A problem with your order
If your order doesn’t arrive, or arrives damaged, incorrect or incomplete, contact the seller or YENTTO through the app’s help option as soon as possible (with a photo where relevant). We’ll review it with you and the seller. While there is no self-service return today, we take genuine fulfilment failures seriously and apply our Trust & Safety standards to sellers who don’t honour the commitments they set (Seller Agreement).
8.Grievance redressal
If you have a complaint, contact us at grievance@yentto.com or through the in-app help option, and you will receive a ticket reference. In line with Indian law, our Grievance Officer acknowledges every complaint within 48 hours and works to resolve it within one month of receipt. Content- and safety-related reports are actioned promptly (serious or objectionable content within 24 hours).
Grievance Officer: Sekar Subash Krishnan (Director), YENTTO TECHNOLOGIES PRIVATE LIMITED, No. 21/22, Alandur Road, Arulayammanpet 2nd Street, Guindy Industrial Estate, Chennai – 600032, Tamil Nadu, India · grievance@yentto.com · +91 94981 93712.
9.Contact
Need help with an order or refund? support@yentto.com.