Last updated: 9 June 2026

This Cancellation and Refunds Policy applies to all orders placed through the Gray Bulk marketplace, operated by Gray Cup Enterprises Private Limited ("Gray Bulk", "we", "us"). Gray Bulk is a B2B wholesale marketplace. All confirmed orders are binding commercial commitments. Please read this policy carefully before placing an order.

1. Order Cancellations by Buyers

Gray Bulk is a wholesale B2B platform and confirmed orders constitute binding contracts between the buyer and seller. Cancellations are therefore subject to the following conditions:

• Before seller accepts the order: Cancellation requests submitted before the seller confirms acceptance will generally be honoured with a full refund to the original payment instrument. Raise a cancellation request immediately through the platform portal.
• After seller accepts but before dispatch: The buyer may request cancellation, but this is subject to seller approval. The seller may levy a cancellation or restocking charge not exceeding 10% of the order value. If the seller agrees, a refund net of any agreed cancellation fee will be processed.
• After dispatch: Orders cannot be cancelled after the seller has dispatched the goods. The buyer may initiate a return after delivery subject to the Return Eligibility conditions in Section 3 below.

To raise a cancellation request, log in to the Gray Bulk portal, go to your order, and select "Request Cancellation". Alternatively, contact us at arjun@graycup.in or office@graycup.org with your order ID.

2. Order Cancellations by Sellers

Sellers are expected to fulfil all confirmed orders. Seller-initiated cancellations (e.g., due to stock unavailability) are treated as a breach of the Seller Agreement and will result in:

• A full refund to the buyer within 5–7 business days.
• A seller performance flag, which may affect listing visibility and account standing.
• Possible imposition of a penalty fee against the seller's settlement balance for repeated cancellations.

3. Return Eligibility

Returns are accepted only under the following circumstances:

• Goods received are materially different from what was ordered (wrong product, wrong grade, wrong specifications).
• Goods arrive damaged or defective due to seller packaging failure or manufacturing defect.
• A short shipment is received — i.e., the quantity delivered is less than the invoiced quantity.

Returns are not accepted for:

• Change of mind or buyer error in placing the order.
• Products that have been used, processed, or altered after delivery.
• Minor cosmetic variations that do not affect product functionality or fitness for use, unless explicitly guaranteed in the listing.
• Perishable or custom-manufactured goods, unless defective or materially non-conforming.

Return disputes must be raised through the Gray Bulk platform within 48 hours of delivery. Late claims may be declined at Gray Bulk's discretion. See the full Shipping Policy for the complete return process.

4. Refund Processing

Approved refunds are processed as follows:

• Buyer cancellations (pre-dispatch): Refunds are processed within 5–7 business days to the original payment instrument.
• Seller cancellations: Full refund within 5–7 business days of cancellation confirmation.
• Approved returns: Refund processed within 5–7 business days of return confirmation and receipt of goods by the seller.
• NEFT/RTGS payments: Refunds will be credited directly to the source bank account.
• Card and UPI payments: Refunds are processed to the original payment method. Depending on your bank or payment provider, it may take an additional 3–5 business days to reflect in your account.

5. Non-Refundable Amounts

The following amounts are non-refundable under all circumstances unless the cancellation is caused by seller error or Gray Bulk platform error:

• Gray Bulk platform fees and transaction charges.
• Payment gateway processing fees, where separately charged.
• Freight and logistics charges, where goods have been dispatched.

Where only part of an order is returned or cancelled, a proportionate refund will be issued after deducting applicable non-refundable amounts.

6. Dispute Resolution

All cancellation and refund disputes are subject to Gray Bulk's dispute resolution process. Gray Bulk's determination, once communicated after reviewing evidence from both parties, shall be final and binding. Disputes that cannot be resolved through the platform process are governed by the arbitration clause in the Terms and Conditions.

7. Contact

For cancellation requests, refund queries, or return-related support, contact us at:

Gray Cup Enterprises Private Limited

FF122, Rodeo Drive Mall, GT Road, TDI City, Kundli, Sonipat, Haryana – 131030

CIN: U47211DL2025PTC457808  |  GSTIN: 06AAMCG4985H1Z4

Email: arjun@graycup.in

Email: office@graycup.org

Phone: +91 85279 14317