Cancellation, Return & Refund Policy
Section:1
We aim for customer satisfaction and it is important for us that the users are pleased with their purchase. However, if the users are dissatisfied with their purchase, we offer the option of cancellation/return/refund as per the terms and conditions.
Important Note: Buyer(s) to review the listing before making the purchase decision. In case Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.
Return(s) is provided by respective seller(s) listed on Eline Mart platform directly under this policy in terms of which the option of return and/ or refund is offered by the respective sellers to buyer. All products listed under a particular category may not have the same returns policy. For all products, the returns policy provided on the product page shall prevail over the general returns policy.
Do refer the respective item's applicable return policy on the product page for any exceptions to this returns policy.
You, as a Buyer, understand that the Payment Facility may not be available in full or in part for certain category of products and/or services and/or Transactions as mentioned in the Policies and hence You may not be entitled to a refund in respect of the Transactions for those products and /or services.
Refund shall be made in Indian Rupees(INR) only and shall be equivalent to the Transaction price received in Indian Rupees.
For electronics payments, refund shall be made through payment facility using NEFT / RTGS or any other online banking / electronic funds transfer system approved by Reserve Bank India (RBI).
The Buyer and Seller acknowledge that Eline Mart will not be liable for any damages, interests or claims etc. resulting from not processing a Transaction/Transaction price or any delay in processing a Transaction/Transaction price which is beyond control of Eline Mart.
Section:2 – Cancellation of Order
Users’ may cancel an order before the order has been shipped by the seller, the company may accept the cancellation and refund the amount to the user(s). However, the company may not be able to cancel orders that are already shipped and or in transit.
Section:3 – Return & Refund
Important Note: Buyer(s) to review the listing before making the purchase decision. In case Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.
The products are only eligible for returns, if a request is made by the buyer within the return window from delivery or installation (whichever is applicable – as per the respective product return policy). However, products that are explicitly identified as ‘not returnable’ on the product detail page cannot be returned. Products which are identified as ‘returnable’ are eligible for return with the conditions as specified in the product description page and this policy.
In case you have purchased a product with which a free product is delivered, and you raise a request for return the main product, you will have to return the free product as well.
Further, a product which forms a part of a package of other products, you must return all products that form part of the package to process the refund.
A return/refund shall be initiated in an unlikely event that a User receives a:
- - Wrong product,
- - Product with manufacturing defect,
- - Damaged product (if it is established that the damage was not made while the product was in the buyer’s possession),
- - Different product being delivered other than the original product ordered by the user.
Buyer, shall be entitled to claim a refund of the Transaction price (as your sole and exclusive remedy) in case buyer do not receive the delivery within the time period agreed in the Transaction or within the time period as provided in the policies, whichever is earlier. In case you do not raise a refund claim using platform features within the stipulated time than this would make buyer ineligible for a refund.
Important Note: While returning the package, the customer should make sure that the products are repacked properly to ensure it doesn’t get damaged in transit. In case of damage during reverse transit, Eline Mart shall not be liable for any refunds or returns whatsoever.
Important Note: When user receives any product, we recommend buyer(s) of taking photos of packages received with different angles clearly showing: packaging of the product or original tags.
Important Note: In case of a return, buyer(s) are required of taking photos of packages received with different angles clearly showing: Packaging of the product or original tags and do make a video while repacking the part. While initiating the return request, buyer(s) will be required to submit the photos of packages which will help the Seller or the Company to process your request.
At the time of returning any products, please ensure that the product(s) are intact/unused in their original sealed condition with original tags, MRP tags, user manuals, warranty cards, packaging, undamaged in any way (opened or used products will not be accepted as returns).
Return guidelines for User’s: For ensuring a successful return pick up and processing, the products will be checked for:
- - Correct Product: The name/image/brand/serial number/article number/barcode should match along with the MRP tag which should be undetachable and clearly visible.
- - Complete Product: All in-the-box should be present.
- - Unused Product: The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
- - Undamaged Product: The product should be undamaged and without any scratches, dents, tears or holes.
- - Undamaged Packaging: Product's original packaging/box should be undamaged.
- - Product Photographs uploaded on the platform while initiating the return request.
- - A User shall not be eligible for return/refund in the absence of an original receipt of the product.
If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product.
Shipping cost for returning the product shall be borne and incurred by the Seller.
If Buyer(s) is self-shipping an item, Buyer(s) should consider using a trackable shipping service; In this case, Eline Mart shall not be held responsible if seller do not receive the package from Buyer(s).
In case the seller will not be able to arrange the pickup of the returned items, the seller can ask you to self-ship the return products. (Eline Mart encourages the buyer(s) to return the product from the registered post i.e. India Post only). The incurred shipping charges shall be borne and incurred by the Seller subject to the availability of a registered courier receipt.
At the time of pick up, delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product.
Refund shall be subject to Buyer complying with Policies.
If Eline Mart has any suspicion or knowledge that any of its buyers and/or sellers are involved in any activity that is intended to provide claims or information that is false or not genuine, Eline Mart may also, while reserving its rights to initiate civil and/or criminal proceedings against such buyers and sellers, at its sole discretion, suspend, block, restrict, cancel the Display Name of such buyers and sellers and/or disqualify that user and any related users from availing request through this policy. Customers who have been blocked for any suspicious or fraudulent activity on platform will not be allowed to return their products.
Eline Mart reserves its right to initiate civil and/or criminal proceedings against a user who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Eline Mart may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such user and/or disqualify that user and any related users from availing request through this policy. Any person who, knowingly and with intent to injure, defraud or deceive, files a fraudulent complaint containing false, incomplete, or misleading information may be guilty of a criminal offence and will be prosecuted to the fullest extent of the law.
All requests for returns or refunds will be examined and validated by the Eline Mart or the Seller for genuine and legitimate reasons.
Important Note: Product will be picked up from the same address where delivery was made. If the pick-up address is different from the delivery address, such request will not be entertained and company decision will be final in this regard.
In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.
A pick-up of a product does not ensure/guarantee a refund, only when the product and its condition has been inspected and approved by seller or company, a refund will be issued to the user.
The Seller reserves the right to refuse the refund of an item, if it is found that, the product has not been returned to seller in its original sealed condition, or has been made of a product that is damaged/ a different product than originally received. All returns/refunds are subject to the sole discretion of Eline Mart and company decision shall be final.
Before any return/refund request can be processed, it must be approved by the Seller.
Important Note: Buyer needs to raise the return request within the return period applicable to the respective product. Once Buyer has raised a return request on Eline Mart platform, Seller while closing the return request can select one of the following:
- - Refund after shipment collection – Seller has agreed to wait for the logistics team to collect the shipment from the buyer before refunding)
- - Refund without shipment collection - Seller has agreed to refund the buyer without expecting the original shipment back)
In the event the Seller accepts the return request raised by the Buyer, Buyer will have to return the product and then the refund shall be credited to the Buyers account.
In case the Seller doesn't close the ticket in 03(three) days from the date of intimation to the Seller about the refund request, the refund request shall be settled in favor of the Buyer.
A refund shall be processed within 24 hours of receiving the product back in its original sealed condition by us. The refund shall be made to the original payment mode, or any other permissible modes accepted by us. Additionally, it may take 4-7 working days/time for the refund amount to reflect in your bank account.
Prior to issuing a refund or return, the Seller may contact the User to determine the damage or defect in the products.
Refunds may be supported for select banks. Where a bank is not supported for processing refunds, You will be required to share alternate bank account details with us for processing the refund.
Refund shall be conditional and shall be with recourse available to Eline Mart in case of any misuse by Buyer.
Company may also request you for additional documents for verification. Company shall not be liable to you in case incorrect bank account details have been provided by user.
For Cash On Delivery transactions, refunds, if any, will be made via electronic payment transfers. Currently Cash on Delivery feature is not available on Eline Mart.
Section:4 – Replacement of Product
Currently Replacement provision of the product is not available on Eline Mart. User can return the product and may be eligible for refund as per the terms and condition mentioned herein.
If your return claim is rejected, we will send back the product(s), on the customers’ request or scrap it after 30 days of keeping it in stock. The customer will be responsible for paying all related shipping costs.
Eline Mart reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes.
For any further queries regarding return or refund, please reach out to customer support at grievance@elinemart.in
