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CANCELLATION, RETURN, REFUND POLICY & SHIPPING POLICY

Last updated: 27 September 2026

At AIQ SIXTY FIVE SMARTKART HUB PVT LTD, customer satisfaction is our priority. This policy outlines the conditions for cancellations, returns, and refunds to ensure a transparent and hassle-free shopping experience on our platform, or its associated apps ("eCommerce platform").

Cancellations

  1. Company Rights:

    • There may be cases where Shino is either unable to accept your order or cancels the order, due to reasons including without limitation, technical errors, unavailability of the item(s) ordered, or any other reason attributable to Shino, Restaurant Partner/Store or Delivery Partner. In such cases, Shino shall not charge a cancellation charge from you. If the order is cancelled after payment has been charged and you are eligible for a refund of the order value or any part thereof, the said amount will be reversed to you.

  2. Customer-Initiated Cancellation:

    • Customers can cancel their orders within 30 seconds of placing the order.
    • The cancellation option is available during the shopping experience via the eCommerce platform.

  3. Policy Compliance:

    • Customers agree to abide by this Cancellation, Return & Refund Policy and will not hold the Company liable for any losses arising from order cancellations.

Returns

Eligible Cases for Returns

Returns are accepted only under the following conditions:

  • Damaged Packaging: The item is damaged in transit and the packaging reflects visible damage.
  • Incorrect Product: An item different from what was ordered is delivered.

Return Window:

  • Customers can initiate a return within three (3) days of delivery through either:
    1. Sending an email to customer.support@shino.in.
    2. Placing a return request via the “My Account” section (for registered account holders).

Return Process:

  1. The item must be returned in its original condition as received, including all free gifts, packaging, and unused components.
  2. Packets that have been opened cannot be returned or exchanged.

Shipping Returns:

  • Initiate a return through our app or contact customer support.
  • Our delivery partner will pick up the product at a scheduled time.

Refunds

  1. Refunds for approved returns will be credited within 10 working days of receiving the returned item.
  2. Refunds will be issued using the same payment method as the original transaction.

Terms & Conditions for Returns

  1. All returns are subject to verification and approval by the Company.
  2. The Company retains sole discretion in determining the eligibility of returns.
  3. For any feedback or queries, contact our customer support at customer.support@shino.in.

Shipping Policy

We own our delivery services by partnering with and/or employing delivery partners. We aim to deliver your order within 45 minutes to 1 hour from the time it is placed. Please note that delays may occur due to unforeseen circumstances such as weather conditions, traffic or other factors beyond our control. We also provide live tracking status for your order in the app.

All orders are delivered to the address provided by the buyer at the time of purchase. Delivery is confirmed in the Shino app and on your registered mobile number. Any delivery charges levied are not refundable.

Contact Us

By adhering to this policy, we ensure a smooth experience for all our customers. Thank you for choosing Shino!