1. Order Cancellations
Before Processing: You may cancel an order directly from the Dashboard before it has been marked as "Processing" or "Shipped". In this case, no charges will apply.
After Shipping: Once an order is handed over to the courier partner, it cannot be cancelled. If the customer refuses delivery, it will be treated as an RTO (Return to Origin).
2. Returns & Reverse Pickup Policy
As a B2B fulfillment platform, we support returns under specific conditions. Please note the distinction between Supplier Fault and Customer/Seller Fault.
- Supplier Fault (Free Return): If the product is damaged, defective, or incorrect, we will arrange a reverse pickup at no cost to you. An unboxing video is mandatory proof within 48 hours.
- Customer/Seller Fault (Chargeable Reverse Pickup): If the return is due to a "change of mind" or customer error, a Reverse Pickup Charge will be applied. This covers the logistics cost of bringing the item back to the warehouse.
3. RTO (Return to Origin)
If an order is undeliverable due to customer refusal, incorrect address, or unavailability, it will be returned to the source (RTO).
RTO Charges: RTO shipping charges will be deducted from your wallet or future payouts as per the active rate card. This is a standard industry practice to cover two-way logistics.
4. Refund Processing Time
Approved refunds (after successful reverse pickup and quality check) are credited to your Atlowest Wallet within 3-5 business days.
5. Digital Wallet & Subscriptions (Add-on Services)
In addition to physical ecommerce fulfillment, Atlowest offers digital wallet top-ups and subscription tiers for sellers:
- Wallet Recharges: Funds added to the Atlowest Wallet are strictly meant for consuming platform services (shipping, RTO charges, etc.). Wallet money is not withdrawable. It is solely used for the auto smooth flow of prepaid orders and other charge deductions. Wallet recharges are non-refundable to the original payment source. However, if a user decides to close their Atlowest account permanently, any remaining unutilized wallet balance will be zeroed out or refunded to their registered bank account within 7-10 business days after a full account settlement and audit.
- Software Subscriptions: Payments made for platform subscription plans (e.g., Daily Settlement tiers) are non-refundable for the active billing cycle. You may cancel your subscription at any time to prevent future billing, but no prorated refunds will be issued for the remainder of the current month/cycle.
6. Contact for Disputes
If you believe an RTO charge or Refund decision was incorrect, please raise a ticket via the "Help Center" in your dashboard or email: atlowest.shop@gmail.com