• Return & Refunds Policy

 

1. This Return and Refunds Policy ("Policy") governs the return requests raised by the buyer in accordance with the terms of the Policy ("Return Request") and the mechanism for resolution of disputes raised by the Seller (as defined under the Seller Contract executed between us and the person/entity selling its products/services on the Bharat E-Mart platform) in relation to the Return Requests.

 

1. The users of the Bharat E-Mart platform understand that Tripta Technologies Private Limited (Bharat E-Mart) (hereinafter referred to as 'we', ‘us’ or ‘our’) is an intermediary platform and shall only mediate 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.

 

1. We may modify this Policy from time to time, and any such changes will be reflected on the Bharat E-Mart platform and be effective immediately upon the changes being reflected on the Bharat E-Mart platform. Users of the Bharat E-Mart platform 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.

 

• RETURN REQUEST

 

1. The buyer may raise a Return Request on the Bharat E-Mart platform for any one of the following reasons:

1. Received expired product(s);
2. Fake product(s);
3. Wrong product/specifications (i.e., Not in line as what is mentioned on the Bharat E-Mart platform);
4. Warranty issue;
5. Item(s) is/are used/damaged/brand box seal is broken;
6. Freebies missing /partial order received;
7. MRP difference issue;
8. Wrong size received; and
9. Defective product received. 

1. At the time of making a Return Request on the Bharat E-Mart Platform, the buyer will be  required to provide appropriate supporting documentation/ proof including without limitation:

1. 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 the 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);
2. 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.; and
3. copy of bill/ tax invoice for the product received.

In case we require any further information or clarification with respect to the product from the buyer, we shall contact the buyer.

 

1. Depending on the category of the product(s), the buyer may raise a Return Request for any of the issues within the timelines prescribed below:

Category	Return Request Turnaround Time (TAT)
Consumer Electronics & Accessories	Return Request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Large Appliances	Return Request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Small Appliances	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Laptops, Cameras and TVs, Mobiles, Tablets & Other IT products	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Apparel & Textile	Return request to be raised within 15 (Fifteen) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Fashion Lifestyle & Footwear	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
FMCG / Daily consumables for Home & Outside	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Car & Bikes Accessories	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Home & Kitchen essentials	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Baby & Kid Care	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Books & Stationery	Return request to be raised within 7 (Seven) days from the  delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Hardware	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Tools	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Pharma & Health products	Return request to be raised within 7 (Seven) days from the delivery date. (In the event, the product(s) delivered is wrong or is physically damaged, then the buyer needs to raise the Return Request within 2 (Two) days from the  delivery date.)
Dairy Products	Return request to be raised within 2 (Two) days from the delivery date.( Only in the event of expired product(s).)

1. No Return Requests shall be entertained for shipments of oil, ghee or vanaspati.

 

1. Upon receipt of a Return Request from the buyer, the same will be displayed on the Bharat E-Mart platform. We will internally scrutinize the Return Request raised by the buyer and notify the Seller. The Return Request raised by the buyer will either be approved or rejected and the same will be communicated to the buyer.

 

 

• DECISION ON THE RETURN REQUESTS

 

1. Basis our internal scrutiny of the Return Requests raised by the buyer, any of the following situations may occur:

 

1. Approval of the Return Request

 

1. The Return Request shall be approved under the following scenarios:

 

1. The Return Request has been approved by the Seller. In such case, the reverse shipment will be shipped to the Seller; or
2. In the event the Return Request is not approved by Seller but approved by the third party logistics partner then: 
1. The third party logistics partner needs to share a video evidence of the unboxing the product at the time of receiving, along with all side product images & other order details for any kind of claim by the Seller,
2. The Seller will not approach, compel or connect with any other third party for his claims. The Seller and the buyer  will only coordinate with through the Bharat E-Mart platform. 
3. The Seller may ask for any additional proof with respect to the nature of the claim/issue/complaint.
4. In the event, the claim is approved by the third party logistics partner, the Seller will be notified via the Bharat E-Mart and the TAT along with the amount of claim settlement will be shared with the Seller.

 

1. If the Return Request is not approved by the third party logistics partner, the decision will be made on a case to case basis. We will make the final decision, and it shall be  binding on all parties involved in the Return Request transaction.

1. For the food-FMCG category, to ensure successful return pick up of the shipment, the buyer is required to return the complete shipment in the original condition and in the same bag as it was received in.

 

1. In case of approval of the Return Request, if the buyer has already paid for the order, the order amount for the product(s) shall be refunded to the buyer or any third party as per the turnaround time (“TAT”) mentioned below:

Shipment from order date	2 days
Delivery TAT post pickup	3-5 days
Reverse pickup TAT (post initiated)	2-3 days
DTO TAT (Post reverse pickup done)	3-5 days
Refund initiated TAT (Post RTO)	2 Days
RTO TAT (undelivered shipment to customer)	3-5 days
Refund TAT as per Payment Mode
NEFT TAT	7 working days
Debit card	7 working days
Credit card	7 to 21 working days
Wallet Bharat E-Mart (Optional)	24 Hrs
Refund against customer cancellation before order acceptance (prepaid only except credit card)	48 hrs to initiate amount.

1. Exceptional cases: In exceptional cases such as fraud, deficiency in service, or any other circumstance which may affect the user experience on the Bharat E-Mart platform, we may on good faith basis and in our sole discretion decide to pay a part or full value of the transaction amount for the disputed product(s) in the absence of the Seller's approval of such returns. The said payment of the transaction amount shall be made to compensate for the inappropriate user experience. In such exceptional cases, payment will be initiated to the buyer within 48 (Forty-Eight) banking hours from:

 

1. The date of approval of the Return Request by us; or
2. From the date the buyer confirms the dispatch of the Product from Buyer's premise/ shop/ designated pick-up location; whichever is later.

 

• DELIVERY OF REVERSE SHIPMENT TO THE SELLER

 

1.  Post the Return Request approval, the shipment will be delivered to the Seller through our courier partner. At the time of such pick-up the third-party logistics partner shall conduct a Quality Check of the Shipment ("QC"), and the third-party logistics partner may take photos, videos, etc. of the Reverse Shipment.

 

1. The reverse shipment will be delivered to the Seller by us (at the location from where the shipment was picked up for forward order delivery to the buyer). We will endeavour to make the first attempt to deliver the reverse shipment to the Seller as per TAT from the third-party logistics partner.

 

1. A maximum of 2 (Two) delivery attempts will be made by our courier partner. Post that in case the second attempt to delivery the shipment fails due to unavailability of the Seller, refund will be processed to the buyer, and we will take the decision on case-to case basis and it shall be binding on all the parties to the Return Request transaction.

 

1. We will return the reverse shipment to the Seller on an 'as is' basis i.e., in the same condition as it was received by us from the buyer. At the time of delivery of the reverse shipment to the Seller, the Seller agrees to allow our field executive to take photos, videos, etc. of the reverse shipment along with the TPID affixed on it. The Seller further acknowledges and undertakes that such photos, videos, etc. and/or remarks by the third party logistics partner with respect to the reverse shipment along with the TPID affixed on it ("Evidence") shall be used by us at the time of settling disputes (if any) that may be raised by the Seller with respect to the reverse shipment. We may ask the Seller to provide or submit additional documents in support of the dispute raised as per the terms of this Policy.

 

1. At the time of delivery of the reverse shipment to the Seller or any of the Seller's representatives, the third party logistics partner might require the Seller to acknowledge the delivery of the same by signing on the proof of delivery document (“POD”). The Seller or its representative is required to sign on the POD and clearly call out the damage or tampering to the reverse shipment and/or TPID (if any).

 

1. At the time of receiving the reverse shipment, the Seller or any of the Seller's representatives shall observe the following:

 

4.6.1      Shall not detain our FE for any reason whatsoever;

1. any tampering, pilferage, or damage to the reverse shipment at the time of receiving the reverse shipment from us shall be written on the POD and the same shall be reported to us within 72 (Seventy Two) hours from the receipt of delivery of the reverse shipment by choosing the 'disputes' option on the returns page on the Bharat E-Mart platform. If the Seller does not write on the POD about any damage, tampering or pilferage to the reserve shipment, we reserve the right to reject any dispute which the Seller may raise on the Bharat E-Mart platform against us with respect to the damage to the reverse shipment during reverse transit of the shipment.

1. The Seller is obligated to accept the delivery of the reverse shipment. However, despite our reasonable efforts to deliver the reverse shipment, if the Seller refuses to take delivery of the reverse shipment, then, we reserve the right to deduct and adjust the value of the reverse shipment (if the payment for such shipment has already been transferred to the Seller) against the sale proceeds that are collected by us on behalf of the Seller's from the buyer or any other amounts that we are required to pay to the Seller in accordance with the payment and settlement services. We shall not entertain any claims brought with respect to such unaccepted / refused reverse shipment and the Seller agrees that the Seller shall not be entitled to receive any money or amount thereof, that we may receive from liquidation of such reverse shipment.

 

1. If it is found that the Seller has misbehaved with our customer support team or forcefully detained or misbehaved with our FE, we reserve the right to not deliver the reverse shipment and deduct & adjust the value of the reverse shipment from the Seller’s sale proceeds. We further reserve the right to take appropriate action against the Seller as per applicable laws.

 

 

• DISPUTES RAISED BY THE SELLER*

 

1. Upon receipt of the reverse shipment request from the buyer, the Seller can raise a dispute with respect to the reverse shipment within 72 (Seventy-Two) hours from the receipt of such request, failing which it shall be deemed as accepted by the Seller without any damage or fault. The Seller may raise a dispute for any one of the following reasons using the Bharat E-Mart platform:

 

1. Reverse Shipment/outer box/TPID is in a visibly damaged condition or tampered and the same has been mentioned on POD;

 

1. Products received are wrong;

 

 

1. Difference in the quantity;

 

1. If the reverse shipment is not delivered to the Seller but marked "delivered" on the Bharat E-Mart Platform; and/or;

 

1. Mismatch/non-alignment with the approved refund amount.

 

 

1.  The Seller will also have the right to raise a dispute in cases where we choose to settle the amount with the buyer for the returned product without sending the returned product to the Seller.

 

1. Upon receipt of the Seller(s) complaint or dispute on the Bharat E-Mart platform, our returns dispute team will get in touch with the Seller to resolve concerns or disputes in accordance with our Policy, as maybe communicated from time to time. The Seller at the time of raising the dispute will be required to provide us photographs and/or videos of the reverse shipment (internal and outer box), and such other documents/ proof or information, which we may require to investigate into the issue or concern raised. The Seller agrees to co-operate with us while we investigate the claim or dispute raised.

 

1. For the purpose of investigating the claim, we may require certain additional documents/ proof/ information in support of the claim at the time of raising a dispute or post submission of the dispute by the Seller. Seller will be required to provide such additional documents/ proof/information in support of the claim within 48 (Forty-Eight) hours from the request raised for such document/ proof/information, which include without limitation, images of the returned product(s) indicating the issue in the shipment received. The images need to clearly capture the following details:

 

1. the Return ID;
2. AWB number of the shipment;
3. issue observed by Seller in the returned product;
4. damages to the returned product;
5. brand name/ manufacturer's name of the returned product; and/or
6. the IMEI number (in case the product is a mobile phone).

 

1. The Seller further agrees that our decision with respect to the investigation shall be final and binding.

 

1. Upon receipt of the Seller(s) dispute and necessary documentation in support of the claim, We will investigate internally and endeavour to resolve the dispute within 5 (Five) days of receipt of dispute.

 

1. Based on the documentation provided by the Seller, the dispute may be resolved either:

 

1. against the Seller, if it is concluded by us that:

 

1. evidence collected by us and documentation, proof, and information provided by the Seller in support of the Seller's claim do not match, including during QC;

 

1. document/ proof provided by the Seller in support of the Seller's claim are insufficient; or

 

1. Seller does not respond to the inquiry calls and/or communication through other modes sent by us to procure missing documentation, proof, and information in support of Seller's claim from the Seller; in such cases Seller's dispute will be settled against the Seller. In such cases, within forty-eight (48) hours of resolution of Seller's dispute, we shall deduct and adjust the value of the returned product (in case the amount for such Shipment has already been transferred to the Seller) from Seller's sale proceeds that are collected by us from the Buyer(s) or any other amounts that we are required to pay to the Seller; or in the Seller's favour, if it is concluded by the third party logistics partner that document/ proof/ information submitted by the Seller along with Seller's dispute are sufficient to justify the Seller's claim and match with Evidence collected by the third party logistics partner, then we will approve the Seller's dispute. The amount in relation to such approved claims shall be calculated on the basis of the terms and conditions of the third party logistics partner.

 

1. While refunding the amount to the Seller in relation to the claims approved herein, we reserve a right to charge a fee ("Claim Processing Fee") for remitting the amount of refund to the Seller. The Claim Processing Fee shall be deducted from the total amount of the refund to be remitted to the Seller. The amount of the Claim Processing Fee shall be communicated from time to time, either by displaying it on the Bharat E-Mart platform or through any other mechanism that we may deem fit. The Seller further agrees that our decision with respect to the investigation shall be final and binding.

 

1. The raising of a Return Request and dispute resolution is a mechanism of user protection and is subjected to guidelines of fair use. If we in our opinion become suspicious or become aware of any misuse of this Policy or the Bharat E-Mart platform by any user, we may notify such user for a change in applicability of our Policy.

 

1. The user agrees to be bound to any changes or modifications made to this Policy as may be updated on the Bharat E-Mart platform, from time to time or any additional terms that may be communicated to the user, from time to time.