Refund Policy

Definition: ‘Return’ is defined as the action of giving back the item purchased by the Buyer to the Vendor. Following situations may arise:

  • Item(s) was/were defective;
  • Item(s) was/were damaged during the Shipping;
  • Products was / were missing
  • The Buyer does not like the Product; and
  • Wrong item(s) was/were sent by the Vendor.

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

The Buyer needs to raise the return request within the return period applicable to the respective product. Once the Buyer has raised a return request by contacting SHOPX Customer Care on Toll Free Number or by e-mail. Upon receipt of return request from the Buyer, an intimation will be provided from the Vendor seeking either “approval” or “rejection” of the replacement request. Vendor while closing the return ticket can select one of the following:

  • Replace after shipment collection – Vendor has agreed to wait for the logistics team to collect the shipment from the Buyer before replacing it.; or
  • Replace without shipment collection – Vendor has agreed to replace the order without expecting the original shipment back.
  • Refund (with or without shipment collection): Vendor has agreed to refund the amount in case of damages/ short supply/ wrong shipment.

In the event the Vendor accepts the return request raised by the Buyer, the Buyer will have to return the product and then the refund amount, shall be paid back to the Buyer.

In case the Vendor doesn’t close the ticket in 3 days from the date of intimation to the Vendor about the return request, the return request shall be settled in favor of the Buyer.

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

Category

Condition

Electronics

Should be “New” and returned with original packaging,

Mobile phones and accessories in original packaging with all the contents (accessories and documents) intact and undamaged.

In case of dead mobile phones DOA certificate is mandatory from the nearest service center of the relevant brand. Only DOAs from the Brand’s Authorized Service Centers will be accepted. DOAs from un-authorized service centers / local repairmen will not be accepted. No refund on mobiles will be given in the absence of valid DOA. A photograph of the DOA should be attached to the refund claim mail.

In case there is no brand service center near the retailer’s location, dead phones can be returned without DOA certificate, however, refund processing is subject to approval after receipt of the return by SHOPX

Clothing and Footwear

Should be “New & Unworn” (other than for trial), with all packaging, tags, price and care labels, etc. intact

Innerwear, lingerie, socks are not eligible for return under any circumstances

FMCG including Beauty, Health & Personal Care

No returns would be accepted

Sports & Equipment

Should be “New” and returned with original packaging

Office Products

Should be “New” and returned with original packaging

Jewelry

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 Vendor.

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

Replacement

A Buyer can request for replacement whenever he is not happy with the item(s), reason being damaged in shipping, Defective item, Item(s) missing, wrong item shipped and the like.

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

  • The Buyer is asked for “Reason for Return”. Among others, the following are the leading reasons:
  • Shipping was damaged
  • Item(s) was/were defective
  • Item(s) Dead on Arrival
  • Item(s) were missing
  • Wrong item(s) sent
  • An intimation shall be provided to Vendor seeking either “approval” or “rejection” of the replacement request.
  • In case the Vendor accepts the replacement request, the Buyer shall be required to return the product to the Vendor and only after return of the product, Vendor shall be obliged to provide the replacement product to the Buyer.
  • Incase Vendor rejects the replacement request, the Buyer can choose to raise a dispute by writing to the customer care of SHOPX.
  • In case the Vendor doesn’t have the product at all, Vendor can provide the refund to the Buyer and the 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 Vendor 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 favor of Buyer and Vendor shall be liable to refund amount paid to the Vendor.

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