PAYMENT FAILURE & CHARGEBACK POLICY – AGANZE
Last updated: January 2026
This Payment Failure & Chargeback Policy (“Policy”) governs payment processing, failed transactions, refunds, and chargeback handling for purchases made on https://www.theaganze.com (“Website”) operated by Aganze (SIMMARA ENTERPRISES LLP).
This Policy should be read in conjunction with our Terms & Conditions, Return, Refund & Exchange Policy, and Shipping & Delivery Policy.
By making a payment on the Website, you agree to be bound by this Policy.
1. PAYMENT METHODS
We accept payments through Razorpay Software Private Limited, including but not limited to:
- Debit cards
- Credit cards
- UPI
- Net banking
- Wallets
- Cash on Delivery (COD), where available
All online payments are processed securely by Razorpay.
Aganze does not store any payment instrument details.
2. PAYMENT FAILURES & PENDING TRANSACTIONS
2.1 Failed Payments
A payment may fail due to:
- Bank authorization failure
- Network issues
- Incorrect payment details
- Technical errors at the bank or gateway level
In such cases:
- The order will not be confirmed
- No product will be dispatched
2.2 Amount Debited but Order Not Confirmed
If your account is debited but the order is not successfully placed:
- The amount is usually auto-reversed by your bank or Razorpay within 24–48 hours
- In rare cases, it may take up to 5–7 business days depending on the bank
If the amount is not reversed within this timeframe, customers must contact care@theaganze.com with:
- Transaction ID
- Date of transaction
- Payment method used
We will coordinate with Razorpay to resolve the issue.
3. REFUND PROCESSING
3.1 Refund Method
- All refunds for online payments are processed only to the original payment method used at checkout
- COD refunds are processed via bank transfer after receiving valid bank details
3.2 Refund Timeline
- Refunds are initiated within 7–10 business days after approval (return, cancellation, or adjustment)
- After initiation, banks or UPI providers may take an additional 5–7 business days to credit the amount
Aganze is not responsible for delays caused by banking networks after refund initiation.
4. PARTIAL REFUNDS
Partial refunds may be issued in cases including but not limited to:
- Promotional adjustments
- Partial order cancellations
- Approved exceptions after inspection
Refund amounts will be communicated before processing.
5. NON-REFUNDABLE PAYMENTS
Refunds will not be processed for:
- Products failing return inspection
- Customized or engraved jewellery
- Orders rejected due to customer misuse or policy violations
- Charges arising from incorrect address or refusal of delivery
6. CASH ON DELIVERY (COD) PAYMENTS
- COD orders may be subject to shipping or handling charges
- COD refunds (where applicable) are processed only via bank transfer
- Customers must provide accurate bank details to avoid delays
7. CHARGEBACKS & PAYMENT DISPUTES
7.1 What Is a Chargeback
A chargeback occurs when a customer disputes a transaction directly with their bank or card issuer instead of contacting the Company.
7.2 Chargeback Handling
In the event of a chargeback:
- Aganze reserves the right to submit evidence including:
- Order confirmation
- Delivery proof
- Communication records
- Policy acceptance logs
- Razorpay will manage the dispute process in coordination with the issuing bank.
7.3 Fraudulent or Unjustified Chargebacks
Chargebacks raised after:
- Successful delivery
- Policy-compliant refunds
- Explicit policy acceptance
may be treated as fraudulentunjustified.
Aganze reserves the right to:
- Contest such chargebacks
- Restrict future transactions
- Suspend or terminate user accounts
8. CUSTOMER RESPONSIBILITY
Customers are advised to:
- Contact care@theaganze.com before raising disputes
- Review all policies before placing an order
Failure to do so may impact dispute outcomes.
9. FORCE MAJEURE
Payment processing may be delayed due to events beyond reasonable control, including:
- Banking outages
- Network failures
- Regulatory restrictions
The Company shall not be liable for such delays.
10. MODIFICATIONS TO THIS POLICY
We reserve the right to amend this Policy at any time.
Changes will be effective upon posting on the Website.
11. GOVERNING LAW & JURISDICTION
This Policy shall be governed by and construed in accordance with the laws of India.
Courts in IndiaDelhi, India shall have exclusive jurisdiction.
12. CONTACT INFORMATION
📧 care@theaganze.com
🌐 https://www.theaganze.com