Product Quality, Returns & Refund Policy

What a buyer receives is the store's responsibility. This page sets the standard a listing and a parcel have to meet, and what happens when something goes wrong.

Quality standards

Sell genuine, new goods, fit to be sold, in the condition the listing describes.
No counterfeits or replicas, no used goods sold as new, and nothing recalled by its manufacturer.
Brand, size, colour and material must be exactly what the listing says.
We may ask for an invoice or a brand authorisation for any listing.

The listing

The full rules are in the Product Listing Policy. In short: your own photographs of the actual product, the real brand and the real MRP, the right category, and accurate stock. A listing that misleads a buyer is taken down.

Expiry and shelf life

Beauty and other dated goods must carry the correct manufacturing date, expiry date and shelf life on the listing.
Nothing expired may be listed or dispatched, and nothing close to expiry may be sent without saying so on the listing.
Store these goods away from heat and damp so they reach the buyer in good condition.

Packaging

Pack so the item survives a two-wheeler ride: box or bag that fits, padding where it is needed, and a sealed parcel.
Keep the brand box, tags and accessories with the item — a buyer can refuse a return later if they are missing.
Label the parcel with the order number so the right one is handed over.
Bottles, jars and anything fragile are wrapped; liquids are sealed so nothing leaks onto the rest of the order.

Damaged, wrong or missing items

If a buyer reports a wrong, damaged or missing item, the store looks at the photographs and answers in the app without delay.
Where the claim is right, the store replaces the item or the order is refunded, and the cost — including the delivery charge — is set against the store's settlement.
Where the claim does not look right, say why. Support looks at the evidence from both sides and decides.
Repeated claims against the same store are looked at as a quality problem, not as individual orders.

Returns

A buyer can raise a return within the window shown on the order. The request reaches the store as a notification.
Review it and approve or reject it with a reason. An approved return is picked up from the buyer or dropped at the store.
Check the item in when it arrives: unused, with tags, box and accessories. Tell support at once if it comes back used, damaged or different from what was sent.
A return may be rejected where the item has been used or worn, where tags or the box are missing, where the request is outside the window, or where the listing was marked not eligible for return.
Hygiene goods — innerwear, socks — and opened beauty products are not returnable, unless what arrived was wrong or damaged.

Replacements and refunds

Where you can replace a wrong or damaged item, offer it; the buyer may take the replacement or ask for the money back.
A refund is released once the item is back with the store and checked, and is adjusted against the store's next settlement.
Where the fault was the store's, the delivery charge is adjusted too.
A store that does not answer a return request in time has it decided by support on the evidence available.