Refund and Cancellation Policy for Edopt Ecom Solutions Private Limited (Marketplace)
Effective Date: 01-Nov-2024
At Edopt Ecom Solutions Private Limited (“we,” “us,” “our”), we are committed to providing a seamless shopping experience for our customers. This Refund and Cancellation Policy outlines the terms under which you can request a cancellation, refund, or return for purchases made through our platform edopmart.com (“Site”).
Please read this policy carefully before making any purchases. By making a purchase on our Site, you agree to the terms and conditions of this policy.
1. Cancellation Policy
1.1 Cancellation by the Customer
- Before Shipment: You can cancel an order anytime before it is shipped by contacting our customer support team via email ([email protected]) or phone (9319829367). Once the order has been shipped, cancellations will no longer be accepted.
- Cancellation Process: To cancel an order before shipment, you must provide your order number, name, and details to our support team. Once verified, we will process your cancellation request and issue a full refund to the payment method used at the time of purchase.
1.2 Cancellation by Edopt Ecom Solutions
We reserve the right to cancel any order for the following reasons:
- Non-availability of the product: If the product is out of stock or unavailable for any reason.
- Payment issues: If the payment is not authorized or fails to process.
- Inaccurate product information: If the product’s price or description is incorrect due to technical errors.
If we cancel your order, you will receive a full refund to the original payment method. You will be notified by email regarding the cancellation.
2. Refund Policy
2.1 Refund Eligibility
Refunds are only applicable in the following scenarios:
- Damaged or Defective Products: If the product is damaged or defective upon delivery, you are eligible for a refund or replacement within 7 days from the date of delivery.
- Wrong Product Delivered: If you receive a product that does not match your order, we will provide a refund or replacement after confirming the issue.
- Cancellation Before Shipment: If you cancel your order before it is shipped, you will receive a full refund to the payment method used at the time of purchase.
2.2 Refund Process
- Initiating a Refund: If you are eligible for a refund, please contact our customer support team within the specified time (7 days from receipt of goods for defective items or wrong deliveries). Provide the following details:
- Order number
- Reason for refund request
- Photographic proof of the damaged/defective product (if applicable)
- Verification: Once your refund request is received, our team will verify the issue. We may ask you to return the item before issuing the refund. In case of a defective or wrong product, we will arrange for a reverse pick-up.
- Refund Timeframe: Once the return is approved and the product is received at our warehouse, we will process your refund. The refund will be issued to your original payment method within 7-10 business days.
2.3 Refund Methods
Refunds will be processed through the original payment method used by the customer during the purchase (credit card, debit card, UPI, wallet, etc.). If the original method of payment is not available, we will contact you for an alternative solution.
- Credit/Debit Card Refunds: It may take 7-10 business days for the refund to reflect in your account.
- UPI and Wallet Refunds: Refunds to wallets or UPI accounts may take up to 5 business days.
2.4 Non-Refundable Situations
Refunds will not be issued in the following cases:
- Product misuse: If the product shows signs of misuse, tampering, or improper handling.
- Change of mind: If you change your mind after the product has been delivered and it is not defective.
- Products that do not meet the eligibility criteria: Any product returned after 7 days from the delivery date, or without proper packaging.
- Sealed products: Items like cosmetics, personal care products, and other sealed items that are opened after delivery.
3. Returns Policy
3.1 Returns Eligibility
- Damaged or Defective Products: Returns are accepted for items that are defective or damaged upon delivery. Returns can be requested within 7 days of delivery.
- Wrong Product Delivered: If you receive a wrong product, it is eligible for return. Please initiate the return process within 7 days of receiving the item.
3.2 Returns Process
- Return Initiation: To initiate a return, please contact our customer support team with the following details:
- Order number
- Item(s) to be returned
- Reason for return (with photo evidence if the product is damaged or defective)
- Return Shipping: If your return request is accepted, we will arrange for reverse shipping at our cost (if the product is defective, damaged, or wrong). For other return cases, the customer will bear the return shipping charges.
3.3 Non-Returnable Products
The following items are not eligible for return:
- Personalized products (e.g., custom jewelry, clothing).
- Perishable items (e.g., food, health supplements).
- Opened or used items (e.g., electronics, personal care products) that cannot be returned in original condition.
4. Exchange Policy
We currently do not offer exchanges for products purchased on the Site. If you wish to exchange a product, you must initiate a return and place a new order for the desired product.
5. Shipping Charges for Returns
- Damaged/Defective/Wrong Products: Return shipping will be free of charge for products that are defective, damaged, or wrong.
- Change of Mind: If you wish to return the product for any reason other than the product being defective or wrong, you will bear the cost of return shipping.
6. Cancellation or Refund for Subscription-based Services
In case you have purchased a subscription to services or products with recurring billing, cancellations and refunds will follow the policy stated by the service provider. Please refer to the respective product/service subscription terms.
7. Contact Us for Refunds and Cancellations
For any refund, return, or cancellation inquiries, please contact our customer support team at:
- Email: [email protected]
- Phone: 9319829367
- Address: Flat no 05, Flat no 109, Block-G, Pankaj Tower, Comm Centre, Vikaspuri, West Delhi, New Delhi – 110018
Please note that the above contact details are for customer support and issue resolution purposes only.
8. Policy Changes
We reserve the right to modify, amend, or update this Refund and Cancellation Policy at any time. Any changes will be reflected on this page, and the Effective Date will be updated. We encourage you to review this policy periodically for any updates.
9. Governing Law
This Refund and Cancellation Policy is governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this policy shall be resolved as per the Terms and Conditions of the Site.