Dispute & Grievance Policy
Last Updated: 13th February 2026
Welcome to BillMintMall (https://www.billmintmall.com). This Dispute Resolution Policy explains how disputes related to orders placed through our marketplace are handled. By using our platform, you agree to the terms of this policy.
1. Scope
This policy applies to disputes arising from: product not received; damaged or defective products; incorrect or incomplete orders; refund-related issues; return and replacement requests; payment-related concerns; and seller and buyer disagreements regarding an order.
2. Reporting a Dispute
Customers must report any dispute through the BillMintMall support team within the applicable return or complaint period mentioned for the product. To raise a dispute, customers should provide the Order ID, product details, a description of the issue, and supporting photographs or videos (if applicable). Failure to provide sufficient information may delay the resolution process.
3. Investigation Process
Upon receiving a dispute, BillMintMall will review the complaint and supporting documents. The seller may be contacted for clarification or additional information. Delivery records, shipment details, and other relevant information may be verified. If required, the logistics partner may also be involved during the investigation.
4. Resolution Timeline
Initial acknowledgement: within 2 business days. Investigation period: up to 7 business days. Complex disputes may require additional time, and customers will be informed accordingly.
5. Resolution Outcomes
After investigation, one of the following actions may be taken: full refund; partial refund; product replacement; return approval; or rejection of the dispute where evidence does not support the claim. The decision will be based on the available evidence and applicable marketplace policies.
6. Refund Process
Where a refund is approved, refunds will be initiated through the original payment method. Processing time may vary depending on the customer's bank or payment provider. Shipping charges may be refunded only where applicable.
7. Seller Responsibilities
Sellers using the BillMintMall marketplace must deliver products matching the listing description, respond promptly to dispute-related queries, cooperate during investigations, and accept valid returns, refunds, or replacements in accordance with marketplace policies. Failure to comply may result in suspension or termination of seller privileges.
8. Customer Responsibilities
Customers are expected to provide accurate information while placing orders, inspect products promptly upon delivery, report issues within the specified timelines, and provide truthful information and supporting evidence. Fraudulent or abusive claims may result in rejection of disputes and suspension of marketplace access.
9. Final Decision
BillMintMall reserves the right to make the final decision after reviewing all relevant facts, documents, and evidence submitted by both parties. Our decision shall be binding for disputes handled through the marketplace.
10. Contact Us
For any dispute or support request, please contact BillMintMall Support. Corporate Entity: BILLMINT TECHNOLOGY PRIVATE LIMITED. Website: https://www.billmintmall.com. Email: contact@billmintmall.com. Helpline: +91 9211635360. Address: OFFICE NO. S-01, 2nd floor, G-47, Sec-3 Noida, Gautambuddha Nagar, UP - 201301. Office Hours: Monday – Saturday (9:00 AM – 6:00 PM IST).
BillMintMall is committed to resolving disputes fairly, transparently, and as quickly as possible to ensure a trusted marketplace experience for both buyers and sellers.