Applicable from 30th May, 2021
Return Shipments Policy
This Return Shipments Policy (“Policy”) governs the return request raised by the Buyer in accordance with the terms of this Policy (“Return Request”) and the mechanism for resolution of disputes raised by the Seller in relation to the Return Requests.
The Users understand that Hiveloop Technology Private Limited (hereinafter referred to as ‘we’) is an intermediary platform and shall only mediate the Return Request. Except for any Logistics RVP, it shall be sole responsibility of the Seller to resolve the issues/ concerns raised by the Buyer pertaining to the Return Request.
We shall not assume any liability for any failure on the part of the Seller to resolve the Return Request raised by the Buyer.
We may modify this Policy from time to time, and any such changes will be reflected on the Platform and be effective immediately upon the changes being reflected on the Platform. Users agree to be bound to any such changes or modifications and understand and accept the importance of regularly reviewing the Policy as updated on the Platform from time to time.
A. RETURN REQUEST
The Buyer may raise a Return Request on the Platform for any one of the following reasons:
Product(s) is physically damaged or is defective, including damage to the outer box delivered;
warranty issues or quality related issues with respect to the Product delivered;
wrong Product or the Product is not matching the description or specifications mentioned on the listing page on the Platform;
part of the Order/ Products is found to be missing due to reasons attributable to the Seller.
Without prejudice to the foregoing, the Buyer may raise a Return Request for the following reasons (“Logistics RVP”):
part of the Order/ Products are found to be missing due to any reasons attributable to the logistics; or
Product was damaged in-transit; or
Any other logistics related issues.
At the time of making a Return Request on the Platform, Buyer will be required to provide appropriate supporting documentation/ proof including without limitation:
images of the Product(s) indicating the issue in the Product/ shipment delivered. The images need to capture the following: (a) the shipping label with Order ID; (b) Order details; (c) packed shipment; (d) issue observed by the Buyer in the Product; (e) damages to the Product; and/or (f) the IMEI number (in case the Product is a mobile phone);
unboxing/ normal video clip indicating the issues in the Product/ shipment delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, damages in the Product, IMEI number (in case of mobile phones), any tampering with the outer box etc.;
copy of bill/ tax invoice for the Product received.
If any further information or clarification is required from the Buyer, we will contact the Buyer.
Depending on the category of Product, the Buyer may raise a Return Request for any of the issues as set forth under paragraph A.2 above within the timelines prescribed below:
Clothing 3 days from the date of delivery of Shipment
IT & Refurbished Phones 3 days from the date of delivery of Shipment
Smartphones & Feature Phones 2 days from the date of delivery of Shipment
Accessories and Consumer Electronics 3 days from the date of delivery of Shipment
Electricals 3 days from the date of delivery of Shipment
Home & Kitchen 3 days from the date of delivery of Shipment
Footwear 7 days from the date of delivery of Shipment
Toys & Baby care 7 days from the date of delivery of Shipment
Stationery & Office Supplies 7 days from the date of delivery of Shipment
Fresh Products 1 days from the date of delivery of Shipment
Pharmaceutical 10 days from the date of delivery of Shipment
Food-FMCG 3 days from the date of delivery of Shipment
Hardware & Sanitaryware 7 days from the date of delivery of Shipment