Returns and Cancellation Policy

Definition: 'Return' is defined as the action of giving back the item purchased by the Buyer to the Seller on the ToNearMe Platform. Following situations may arise:

Item was defective
Item was damaged during the Shipping
Products was / were missing
Wrong item was sent by the Seller.

Return could also result in a refund of money in most of the cases.

Points to be noted:

Sellers can always accept the return irrespective of the policy.
If Seller disagrees a return request, Buyer can file a dispute under the Buyer Protection Program*.

We encourage the Buyer to review the listing before making the purchase decision. In case Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.

Buyer needs to raise the return request within the return period applicable to the respective product.Once Buyer has raised a return request by contacting Us on Our Toll Free Number, Seller while closing the return ticket can select one of the following:

Replace after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before replacing it)
Refund after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before refunding)
Refund without shipment collection - Seller has agreed to refund the buyer without expecting the original shipment back)
Replace without shipment collection - Seller has agreed to replace the order without expecting the original shipment back)
On certain select days as specified by ToNearMe (such as 'The Big Billion Day') separate policies may be applicable.

In the event the Seller accepts the return request raised by the Buyer, Buyer will have to return the product and then the refund shall be credited to the Buyers account.

In case the Seller doesn't close the ticket in 3 days from the date of intimation to the Seller about the refund request, the refund request shall be settled in favour of the Buyer.

Further for returns being made by Buyer to the Seller of the product, the following parameters needs to be ensured by the Buyer:

Category	Condition
Electronics	Should be included
Clothing and Footwear	Should be "New & Unworn" (other than for trial)
Beauty, Health & Personal Care	Should be "New & Unopened"
Sports & Equipment	Should be "New" and returned with original packaging
Office Products	Should be "New" and returned with original packaging
Jewellery	Should be "New" and returned with original packaging

If the product being returned is not in accordance with the above parameters, then Buyer shall not be entitled to any refund of money from the Seller.

Shipping cost for returning the product shall be borne and incurred by the Seller.

Replacement

Definition: Replacement is the action or process of replacing something in place of another. A Buyer can request for replacement whenever he is not happy with the item, reason being Damaged in shipping, Defective item, Item(s) missing, wrong item shipped and the like.

Points to be noted:

Sellers can always accept the return irrespective of the policy.
If Seller disagrees for a return request, Buyer can file a dispute under Buyer Protection Program*.

Buyer needs to raise the replacement request within the return period applicable to the respective product. Once Buyer has raised a replacement request by contacting Us on the Toll Free Number provided on the Platform. Once the replacement request has been raised, the following steps shall be followed:

Buyer is asked for a "Reason for Return". Among others, the following are the leading reasons:
Shipping was damaged
Item was defective
Item Dead on Arrival
Item(s) were missing
Wrong item sent
An intimation shall be provided to Seller seeking either "approval" or "rejection" of the replacement request.
In case the Seller accepts the replacement request, Buyer shall be required to return the product to the Seller and only after return of the product, Seller shall be obliged to provide the replacement product to the Buyer.
Incase Seller rejects the replacement request, Buyer can choose to raise a dispute by contacting us

In case the Seller doesn't have the product at all, Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.

If the Seller doesn't respond to the Buyer's replacement request, within three (3) days from the date of replacement request placed by the Buyer, refund shall be processed in favour of Buyer and Seller shall be liable to refund amount paid to the Seller.

All shipping and other replacement charges shall be borne and incurred by the Seller.

Returns

Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below

The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

Part 1 – Category, Return Window and Actions possible

Category

Returns Window, Actions Possible and Conditions (if any)

Lifestyle: Jewellery, Footwear Accessories, Travel Accessories, Watch Accessories, etc..

Home: Pet Supplies & Rest of Home. (Except Home décor, Furnishing, Home Improvement Tools, Household Items)

10 days

Refund or Replacement

Lifestyle: Watch, Winter Wear (Blazer, Sweatshirt, Scarf, Shawl, Jacket, Coat, Sweater, Thermal, Kid’s Thermal, Track Pant, Shrugs), etc...

10 days

Refund, Replacement or Exchange

Lifestyle: T-Shirt, Footwear, Sari, Short, Dress, Kid’s (Capri, Shorts & Tops), Men’s (Ethnic Wear, Shirt, Formals, Jeans, Clothing Accessory), Women’s (Ethnic Wear, Fabric, Blouse, Jean, Skirt, Trousers, Bra), Bags, Raincoat, Sunglass, Belt, Frame, Backpack, Suitcase, Luggage, etc...

14 days

Refund, Replacement or Exchange

Medicine (Allopathy & Homeopathy)

2 days

Refund

Home: Home Improvement Tools, Household Items, Home décor, Furnishing

7 days

Refund or replacement

Books (All books)

Sports Equipments (Racquet, ball, support, gloves, bags etc.)

Exercise & Fitness Equipments (Home Gym combos, dumbbell etc.)

Auto Accessories - Car and Bike accessories (helmets, car kit, media players etc.)

7 days Replacement only

Free replacement will be provided within 7 days if the product is delivered in defective/damaged condition or different from the ordered item.

Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product.

Toys (Remote controlled toys, Learning toys, Stuffed toys etc.)

Stationary (Pens, Diary notebooks, Calculators etc.)

Musical Instruments (Microphones & Accessories, Guitars, Violins etc.)

10 days Replacement only

Free replacement will be provided within 10 days if the product is delivered in defective/damaged condition or different from the ordered item.

Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product.

Non-Returnable - All Wind Instruments (Harmonicas, Flutes etc.) This item is non-returnable due to hygiene and personal wellness.In case these products are delivered in damaged/defective condition or different from the ordered item, we will provide a free replacement.

All Mobiles (except Apple & Google phones),

Electronics - (except Apple / Beats, Google, Realme, Samsung, JBL& Infinity, Epson, HP, Dell, Canon, MI Products (Tablets,Laptops, Smart Watches)

All Small Home Appliances (Except Chimney, Water Purifier, Fan, Geyser)

Furniture - Hammock Swing & Stool

7 days

Replacement only

In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.

If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service centre to resolve any subsequent issues.

In any case, only one replacement shall be provided.

Mobile – Apple & Google phones

Electronics - Apple / Beats, Google, Realme, Samsung, JBL & Infinity, Epson, HP, Dell, Canon & MI Products (Tablets,Laptops, Smart Watches)

7 days

Replacement only

For all functionality related issues, do contact the brand authorized service centre directly.

· Authorized Service Partner Locator :

o Apple / Beats - https://locate.apple.com/in/en

o Google- https://support.google.com/pixelphone/answer/7173456?hl=en-GB

o Realme - https://www.realme.com/in/support/services

o Samsung - https://www.samsung.com/in/support/service-center/

o JBL & Infinity - https://support.jbl.com/in/en/customer-service/service-centres.html

o Epson - Please reach out to 1800 425 00 11 to contact the brand authorised service centre.

o HP - Please reach out to 18002587170 to contact the brand authorised service centre.

o Dell - www.support.dell.com

o Canon - Please reach out to 18601803366 to contact the brand authorised service centre

o MI - Please reach out to 1800 103 6286 to contact the brand authorised service centre.

· Brand Support Site :

o Apple / Beats - https://support.apple.com/en-in

o Google - https://madeby.google.com/intl/en_in/phone/support/

o Realme - https://www.realme.com/in/support

o Samsung - https://www.samsung.com/in/support/

o JBL & Infinity- https://support.jbl.com/in/en/

o Epson - Please reach out to 1800 425 00 11 to contact the brand authorised service centre.

o HP - Please reach out to 18002587170 to contact the brand authorised service centre.

o Dell - www.support.dell.com

o Canon - Please reach out to 18601803366 to contact the brand authorised service centre

o MI - Please reach out to 1800 103 6286 to contact the brand authorised service centre.

o GoPro - https://gopro.com/help/ContactUs Please visit the link in IST (3:30 AM to 12:30 PM) hours only

o Oppo - https://support.oppo.com/in/service-center/

o Sony - https://locator.sony/en_IN/servicecenters/

o Lenovo - https://buyalenovo.com/

o Acer - https://www.acer.com/ac/en/IN/content/service-contact

o Brother - https://www.brother.in/en/support/contact#

o One Plus - https://www.oneplus.in/support/service-center

o Lifelong Massager - https://www.lifelongindiaonline.com/pages/service-support

For any other issues with the product, you may contact MarkPlace E-Services Private Limited

Furniture, Large appliances

Rest of Small Home Appliances - Chimney, Water Purifier, Fan, Geyser only

10 days

Replacement only

For products requiring installation, returns shall be eligible only when such products are installed by the brand's authorised personnel.

In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.

If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 10 days of delivery or Installation wherever applicable, you will be directed to a brand service centre to resolve any subsequent issues.

In any case, only one replacement shall be provided.

Grocery - (Dairy, Bakery, Fruits and Vegetables)

2 Days Refund Only

Grocery - (Remaining items under grocery)

10 days

Refund only

Fruits and Vegetables ordered would be delivered only in the first attempt. In order to ensure that you get fresh fruits and vegetables, we will not be making reattempts to deliver your fruits and veggies in case you miss your slot. Rest of grocery items from Supermart would be delivered through reattempt in case you miss your slot.

Try & Buy

10 days

Refund only

This policy shall be applicable selectively (geographical coverage, product, customer and time periods).

Try & Buy benefits shall be applicable only if the product was bought when the item was on Try & Buy. Else normal category policy shall apply on the order. In any case, only one replacement shall be provided.

No Questions Asked

10 days

Refund or replacement

This policy enables easy product return requests for customers through the Platform, subject to product validations at the time of pick-up and fraud prevention mechanisms.

This policy shall be applicable only if the product was bought when this policy was applicable to the product. If not, the policy provided here shall apply to the order. It is clarified that a customer may only be able to seek a one-time replacement under this Policy, subject to the other terms provided herein.

Exceptions to this policy: Following claims will be covered under the policy provided here and through corresponding validation processes

a. product undelivered

b. product/accessories missing

c. wrong product/accessories delivered

No Returns categories

Some products in the above categories are not returnable due to their nature or other reasons. For all products, the policy on the product page shall prevail.

You can view the complete list of non-returnable products here.

Refurbished

7 days

Replacement only

To help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.

If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to the warranty partner for resolving any subsequent issues.

Part 2 - Returns Pick-Up and Processing

In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address

During pick-up, your product will be checked for the following conditions:

Category	Conditions
Correct Product	IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
Complete Product	All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
Unused Product	The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
Undamaged Product	The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Undamaged Packaging	The product’s original packaging/ box should be undamaged.

The field executive will refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.

Part 3 - General Rules for a successful Return

In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement of the particular accessory or issue an eGV for an amount equivalent to the price of the accessory, at the seller’s discretion.
During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, these category-specific replacement/return general conditions will be applicable.
For products where installation is provided by ToNearMe’s service partners, do not open the product packaging by yourself. ToNearMe authorised personnel shall help in unboxing and installation of the product.
For Furniture, any product-related issues will be checked by authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.

'In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 7 days from the date of delivery confirmation for the seller to investigate.'