Refund & Return Policy

Overview

We understand returns and refunds are an important part of online shopping. This policy explains how you can request returns, the eligibility criteria, timelines for refund processing, and the responsibilities of vendors and the Marketplace.

Return Eligibility

Most products are eligible for return within 7–10 calendar days from the date of delivery, subject to the following conditions:

• Product is unused and in original condition with all tags, accessories and original packaging.
• Proof of purchase (order invoice / order ID) is provided.
• The return request is submitted within the specified return window shown on the product page.

Non-returnable / Restricted Items

The following items are typically non-returnable unless they are defective or incorrectly shipped:

• Perishable goods (food, groceries)
• Opened personal care items, cosmetics, or intimate apparel
• Gift cards, downloadable software, and digital goods
• Products marked as non-returnable on the product page

Return & Refund Process (Customer)

If you face difficulty, contact support with your order number — we help coordinate returns and keep you updated.

Inspection & Refund Timelines

After the returned item is received by the vendor / warehouse, it is inspected for eligibility. Typical timelines:

• Pickup to Inspection: 2–5 business days depending on courier & location.
• Inspection Completion: 1–3 business days from receipt.
• Refund Processing: Refunds are initiated within 2 business days after inspection. The time taken to reflect in your account depends on the payment method (3–10 business days for card payments, immediate for wallet/COD adjustments in some cases).

Refund Methods

Refunds will be made to the original payment method wherever possible (card, UPI, netbanking). In some cases the refund may be credited as:

• Refund to the original card / bank account (may take 3–10 business days depending on the bank)
• Refund to the marketplace wallet (instant credit) — if the customer opts in
• Store credit or exchange vouchers (only if permitted by the vendor)

Exchanges

Exchanges (replace with same product or another variant) are allowed where the vendor has stock and exchange is offered on the product page. The exchange process follows the same return flow; an exchange item is shipped once the returned item is accepted.

Return Shipping & Costs

Return shipping costs depend on the reason for return:

Restocking Fees & Deductions

In rare cases, vendors may apply a restocking fee (e.g., for large appliances or special-order items). Deductions may also apply for missing accessories or damage attributable to customer misuse. Any such deductions will be communicated during the inspection process.

Vendor & Marketplace Responsibilities

• Vendor: Process returns, inspect returned items, and communicate delays. Vendors must follow marketplace return SLAs.
• Marketplace: Coordinate pickups, process refunds if vendor is non-responsive, and step in to resolve disputes.

Refund Disputes & Chargebacks

If you believe a refund was wrongly denied, contact our support team and provide order details. If a chargeback is initiated with your bank, we will investigate. Unjustified chargebacks may result in vendor or buyer account action.

Warranty vs Return

Warranty claims are separate from returns. If an item is defective after the return window but covered by manufacturer warranty, please raise a warranty claim with the vendor via the vendor support process or follow the warranty policy on this site.

How to Submit a Return Request (Sample Form)

Use this form to submit a return request quickly. The form below is an example you can adapt to your routes/controllers.

After submitting, our support or the vendor will contact you with pickup instructions and estimated inspection timelines.

Special Cases & Exceptions

• Customized or personalized items may not be eligible for standard returns unless faulty.
• Clearance / final sale items will show "No returns" on the product page where applicable.
• If a vendor goes out of business, the Marketplace will attempt to process refunds where possible, subject to payment provider rules.

Contact & Support

If you have questions or need help with a return, contact our support team:

Email: refunds@yourmarketplace.com
Phone: +91-98765-43210