We make every effort to fulfill all the orders placed. However, please note that there may be certain orders that we are unable to process and must cancel. The reasons include limitations on quantities available for purchase, inaccuracies or errors in product, pricing and stock information, or problems identified by our credit and fraud avoidance department.
Our Customer Service Team will communicate to you if all or any portion of your order is cancelled. If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.
Please contact our Customer Service in case you wish to cancel the Order. On receipt of the cancellation notice, we shall cancel the order and refund the entire amount (less any transaction charges or banking charges that might have been incurred by us) if the order has not been processed by us. We will not be able to cancel orders that have already been processed or shipped out by us. In some cases this can happen in an hour after you place the order.
We quality check every product by following 3 stages. Thus, each products are checked throughly from our warehouse, before final packing. However, if product is somehow damaged because of courier partners or anything else. Kindly let us know, we will refund you the amount.
Please note, we will charge 20% charges as a refund maintenance fee on product total amount. As soon as we receive our product, we will initiate the refund.
We will refund the money in the same mode as the payment was made. If the payment was by Credit Card or Net-Banking, we will refund in your Credit Card or Net-Banking account. If the payment mode was Cash On Delivery (COD), we will refund the money in your website Wallet, which can be used for any purchases on retailmarketsurat.com OR can be transferred to the Bank Account.
User would need to add bank account details and then initiate transfer from wallet within 6 months of refund. You can access your wallet by going to your account.
Typically refunds take 5-6 Business days to get reflected in Bank Account. In some cases, credit card issuing banks may take longer to reflect the credit posted on the card.
Please feel free to mail us at [email protected] if you have any questions.
2. Shipping and Cash on Delivery (COD) Fees
Any shipping or Cash on Delivery (COD) fees charged against the order will not be refunded back.
3. Returns Policy
The entire process takes about 6-8 business days. Thank you for co-operation and patience.
We are committed to ensuring your satisfaction with any product you have ordered from us. If you are not satisfied with any product, we will accept returns within 7 days from the date of delivery as follows:
– In the unlikely event that any product you have ordered from us is not received in good condition, is damaged or defective, or if product delivered is different from what you had ordered, you may return the product unused along with its original invoice, and in the same condition as you received it, in its original packaging along with original tags, for a refund or an exchange, within 15 days from the date on which these goods are delivered.
– Please do not accept delivery of any item whose outer packaging is damaged or tampered with in any manner. Please contact customer care if you open the packaging and discover that the item is damaged.
– Products damaged while being used do not qualify for a refund or replacement.
– In case we are unable to replace the damaged / defective product, we will refund back the order amount to you.
– Typical time of reverse pickup is 3-6 business days from the date of request, however in certain cases it may be longer. Customer shall get full refund amount entitled as per the policy if the request is raised within stipulated returns allowed time window and need not worry about reverse pickup delays.
– In case of the returns, we will request you to send the products to us via courier on your own and we will refund the courier amount to the maximum of Rs 120 subject to submission of courier receipt via email.
– You just need to pack the products properly and hand over the packet with our address to the courier person who we will arrange to come to your doorsteps. Please retain the receipt/POD given by courier personal.
– Ensuring that the product reaches un-damaged in our warehouse in this case is customer’s responsibility hence we recommend using only reputed courier services and claim refund from them directly in case the package is lost by them.
– Refund shall be initiated once the products reaches back our warehouse and necessary checks are completed to clear the refund process.
– We strive to have the returns process as quick as possible however customer cannot claim any interest/penalty due to reverse pickup, transit or any other returns processing delays.
– We hold the right to cancel the order placed by the customer OR refuse the return request in case the customer has returned too many orders.
– In case of multiple products order, return request should be placed together for all the products you want to return.
– We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy and these accounts typically return most of the items bought or choose to not accept COD shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge of Rs.99 for all orders and disable cash on delivery option for accounts which have high percentage of returns.
– Products that have been tampered with, opened and/or used or washed cannot be returned.
You may contact our Customer Care within 5 calendar days of having received the product and request a return/exchange, subject to the above mentioned terms and conditions. We will arrange for the products to be collected from the delivery address through courier and shall process the return/exchange subject to receipt of the products at our location in unused condition and in its original packaging along with the invoice, failing which return/exchange may not be possible.
At the time of collecting the products, you will be given a courier Airway Bill, which we request you to retain for future reference & you have to send the courier Airway Bill number to our customer care.
If you have any further questions, please e-mail us at [email protected]