SHIPPING, DELIVERY, RETURNS & REFUNDS POLICY (B2B)
Last Updated: 11/02/2026
This Shipping, Delivery, Returns & Refunds Policy ("Policy") is a legally binding electronic record published in accordance with the Information Technology Act, 2000, the rules made thereunder, and the Consumer Protection (E-Commerce) Rules, 2020, as amended.
By clicking on the "I Agree" / "Accept" button or by proceeding to place an order on the BharatEMart platform, you confirm that you have read, understood and agreed to be bound by this Policy, the Buyers Agreement and all other applicable policies of BharatEMart.
This Policy governs shipment, delivery, non-delivery, returns and refunds for transactions carried out on the B2B wholesale marketplace operated by Tripta Technologies Private Limited ("BharatEMart", "Company", "we", "us" or "our").
1. APPLICABILITY AND LEGAL NATURE
1.1 This Policy applies exclusively to business-to-business (B2B) transactions undertaken for commercial, resale or trade purposes.
1.2 The Platform is not intended for personal or consumer use. Buyers acknowledge that statutory consumer protections applicable to individual consumers may not apply to commercial Buyers, except to the extent mandated under applicable Indian law.
1.3 This electronic record does not require physical or digital signatures and shall be enforceable as per applicable law.
2. ORDER CONFIRMATION AND SHIPMENT
2.1 Upon order confirmation, BharatEMart shall arrange shipment either through third-party logistics partners or internal logistics mechanisms.
2.2 Estimated delivery timelines displayed on the Platform are indicative and subject to operational, regulatory and logistical variables.
2.3 Shipments shall be delivered to the address provided by the Buyer. Delivery may be accepted by any authorised recipient at such address.
2.4 Buyers are solely responsible for ensuring accuracy and completeness of delivery details. BharatEMart shall not be liable for delivery failures caused due to incorrect or incomplete information.
3. DELIVERY ATTEMPTS AND UNDELIVERED SHIPMENTS
3.1 A maximum of one (1) delivery attempt shall be made. A second attempt may be undertaken at BharatEMart’s discretion.
3.2 A shipment shall be treated as an Undelivered Shipment if delivery fails due to reasons including but not limited to: (a) incorrect address; (b) unavailability or non-responsiveness of recipient; (c) refusal to accept delivery; (d) non-payment in case of cash-on-delivery; (e) non-serviceable or restricted delivery locations.
3.3 Undelivered Shipments may be cancelled and returned to origin. Refunds, if applicable, shall be processed in accordance with Section 9 of this Policy.
4.SHIPPING FEES AND RISK TRANSFER
4.1 Shipping charges, if applicable, shall be disclosed prior to order placement.
4.2 Shipping charges are generally non-refundable once dispatch is initiated, except where non-delivery or return is attributable to BharatEMart or its logistics partners.
4.3 Title and risk in the products shall pass to the Buyer upon successful delivery at the designated address.
5. CASH-ON-DELIVERY (COD)
5.1 COD may be offered subject to internal eligibility criteria.
5.2 The maximum COD limit shall be INR _ per Buyer per day or such other limit as prescribed.
6. INSPECTION AT DELIVERY
6.1 Buyers or recipients must inspect shipments at the time of delivery.
6.2 Visible damage, shortage or tampering must be reported and recorded prior to accepting delivery.
6.3 Acceptance without remark shall be deemed confirmation of satisfactory delivery, subject to category-specific return rights.
7. CATEGORY-WISE RETURN MATRIX
A. FOOD & PERISHABLE PRODUCTS
|
Issue Type |
Return Allowed |
Timeline |
Conditions |
|
Visible damage at delivery |
Yes |
At delivery |
Must reject delivery and note reason |
|
Quality/contamination issue |
Limited |
Within24 hours |
Photo/video proof mandatory |
|
Expiry issue |
Limited |
Within24 hours |
Invoice & batch details required |
|
Change of mind |
No |
Not applicable |
No returns permitted |
B. FMCG (NON-PERISHABLE)
|
Issue Type |
Return Allowed |
Timeline |
Conditions |
|
Damaged product |
Yes |
Within 48 hours |
Proof required |
|
Wrong/missing item |
Yes |
Within 48 hours |
Verification mandatory |
|
Quality issue |
Yes |
Within 48 hours |
Subject to inspection |
|
Change of mind |
No |
Not applicable |
No returns permitted |
C. NON-FOOD / NON-FMCG ITEMS
|
Issue Type |
Return Allowed |
Timeline |
Conditions |
|
Damaged/defective |
Yes |
Within 72 hours |
Inspection required |
|
Wrong item |
Yes |
Within 72 hours |
Packaging intact |
|
Buyer preference |
No |
Not applicable |
No returns permitted |
|
|
|
|
|
8. RETURN PROCESS AND VERIFICATION
8.1 Return requests must be raised through the Platform or customer support.
8.2 BharatEMart may request supporting evidence including images, videos and invoices.
8.3 Returned products shall be inspected. Mismatch or tampering may lead to rejection of the return request.
9. REFUNDS
9.1 Refunds shall be initiated only after verification or confirmation of undelivered shipments.
9.2 Refunds may be adjusted against outstanding dues, credit limits, wallet balances or processed through the original payment method, as applicable.
9.3 Refund timelines shall be subject to banking and payment gateway processes.
10. FORCE MAJEURE AND DELIVERY DELAYS
10.1 BharatEMart shall not be liable for delays caused due to force majeure events including natural calamities, strikes, regulatory restrictions or logistical disruptions.
11. BUYER CONDUCT
11.1 Buyers shall maintain professional conduct with delivery personnel and BharatEMart representatives.
11.2 Misconduct may result in suspension or termination of Platform access.
11.3 The Buyer shall be solely responsible for making full and complete payment of all amounts due against an order prior to or at the time of handover of the shipment by BharateMart or its authorized third-party logistics partner to the Buyer, as applicable.
11.4. Any act by the Buyer to unlawfully withhold payment, delay settlement, or retain possession of goods without completing the due payment shall be deemed a material breach of this Policy and the Buyer Agreement. In such events, BharateMart reserves the right to initiate appropriate legal proceedings, including but not limited to recovery actions, suspension of account access, and any other remedies available under the applicable law."
12. GRIEVANCE REDRESSAL
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:
Grievance Officer
Tripta Technologies Private Limited
Ist Floor, 925/1, Faiz Road, Karol Bagh, Naiwala, New Delhi – 110005
Email: grievanceofficer@triptatechnologies.com
Working Hours: Monday to Saturday, 10:00 AM to 7:00 PM
13. CUSTOMER SUPPORT
Email:care@triptatechnologies.com
Support Channel: "Call Us" or the callback option is available on the platform.
14. GOVERNING LAW AND JURISDICTION
This policy shall be governed by the laws of India. Courts at New Delhi shall have exclusive jurisdiction.
