1. Return & Refund Policy (For Customers)
This Return & Refund Policy outlines when customers are eligible for returns, replacements, and refunds.
1.1 Eligibility for Returns
Customers may request a return if:
- They received a damaged, defective, or incorrect product
- The product is not as described
- The product is unused, with original packaging and tags (for non-defective returns)
Certain categories are non-returnable, including:
- Perishable goods (food items)
- Personal care & hygiene items
- Innerwear, lingerie, cosmetics (if opened)
- Digital products & gift cards
- Customized or made-to-order items
Suggested Additional Terms to Add:
- Returns may require unboxing video as proof
- COD orders may only be refunded as wallet balance
- Refund may be denied if misuse or physical damage is detected
1.2 Return Window
Customers must raise a return request within:
- 3–7 days of receiving the product (business may choose final value)
1.3 Refund Method
Refunds will be issued:
- To the original payment method, or
- As wallet credit (if preferred)
Refunds are processed after inspection and verification of the returned item.
1.4 Replacement Policy
If the item is in stock, customers may opt for a replacement instead of a refund.
1.5 Vendor Responsibilities
Vendors must accept returns if the product is:
- Damaged, defective, expired, or incorrect
- Not matching listing details, images, or specifications
In case of disputes, the platform’s decision will be final.
1.6 Return Pickup
Return pickup will be arranged by:
- Platform logistics team, or
- Customer may be asked to drop off depending on location
1.7 Situations Where Returns Can Be Rejected
- Product used or damaged by customer
- Missing accessories or packaging
- Serial number tampering
- Return request beyond allowed window
2. Shipping & Delivery Policy
This Shipping & Delivery Policy explains how orders are shipped, delivered, and handled.
2.1 Delivery Coverage
We deliver across [Country/Region] with:
- Standard delivery
- Express delivery (if available)
- Cash on Delivery (COD) for eligible products
2.2 Shipping Time
Standard delivery timeline:
- 2–5 business days (domestic)
- 7–15 business days (international, if applicable)
Vendors must ship orders within 24–48 hours of receiving them.
2.3 Shipping Charges
Shipping fees may vary based on:
- Product weight
- Dimensions
- Delivery location
Free shipping may be offered during promotions.
2.4 Order Tracking
Customers can track their orders via:
- Order tracking page
- User dashboard
- SMS/email notifications
2.5 Failed Delivery
Delivery may fail due to:
- Incorrect address
- Customer unavailable
- Phone switched off
After two failed attempts, the order will be returned to the vendor.
2.6 Lost or Damaged Shipment
If a shipment is lost or damaged during transit:
- The platform will compensate the customer
- The vendor may be charged if packaging guidelines were not followed
The platform’s decision will be final after investigation.