Cancellations and Returns

 

Returns Policy

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 policy on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return policy on the product page for any exceptions to 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: Clothing, Footwear, Watches, Sunglasses, Fashion Accessories

15 days         Refund, replacement or exchange

Lifestyle: Sport & Fitness ,Baby Care, Jewellery, Footwear Accessories, Travel Accessories, Lingerie (top-wear) 

Home:  Home décor, Furnishing, Home Improvement Tools,

Books & More: Books, Music Instruments, Office Supply, School Supply

Automotive: All automotive spare parts, accessories

10 days       Refund or replacement

All Electronics and Large appliances other than Apple and Google Products 

10 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 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.

Mobiles, Tablets,Laptops, Smart Watches

10 days       Replacement only

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 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 

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/ 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.

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

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

  1. In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
  2. 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, this category-specific replacement/return general conditions will be applicable. to know more about Open Box Delivery
  3. For products where installation is provided by oddomart's service partners, do not open the product packaging by yourself. oddomart authorised personnel shall help in unboxing and installation of the product.
  4. For Furniture, any product related issues will be checked by an 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.

Cancellations and Refund

How do I cancel my order?

If it’s a COD/CCD order:  You can cancel your COD or a CCD order any time prior to its shipment.

  • Registered customers can check the order details by clicking on "My Orders".
  • Next Page will show you all your existing orders under Order Summary.
  • Click on "Cancel Order" next to your Order Id that you wish to cancel

If it’s a Pre-paid order:

  • If you wish to cancel an order, please contact our Customer Support team and let us know the reason for it.
  • Our Subject Matter Experts will review the reason for your cancellation request and try to resolve the objective if possible.
  • If you still do not wish to continue with your order, we’ll cancel it without any further delay.
  • Once the order is cancelled, a confirmation email will be sent to your registered email ID.

How long will it take to process a cancellation request?

  • Once we receive a cancellation request, it will take maximum 48 hours to cancel the order. You will be notified of the same.
  • In case your order has been "Shipped", we may take your cancellation request; however, we shall be able to process refund once we receive the cancelled items back from the courier.
  • If you opt for store credit as a refund, it will take 5-6 working days. You can use the amount for future purchases with us.

However, if you opt for having the money transferred back to the source of transaction,while we process the refund immediately and notify your bank, it usually takes up to 7-10 business days for your bank to process the refund and the same to reflect in your account. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by us.

Why did Oddomart cancel my order?

Your order can be cancelled due to any of the below reasons:

  • Technical issues related to pricing information.
  • Non-availability of the product(s).
  • Payment problem identified by Fraud Detection Department.

Note: We may put additional checks and verifications or seek more information before accepting any order. We will contact you if all or a part of your order is cancelled or if additional information is required to accept your order.

Can I add items and combine orders after I have placed an order?

  • We currently do not allow the facility of adding or combining orders once they have been placed. In case of COD orders that have not been shipped, you may cancel the order and place another one.

How will I know that my order is cancelled?

  • You shall receive an automated e-mail once the order is cancelled. You can also check the Cancellation status by visiting "My order" segment under "My account" section. Usually, it takes upto 48 hours to process cancellation.

I want to return a faulty/damaged product, how do I proceed?

Please follow the below mentioned steps :

  • Click clear images of the product showing damages.
  • Email us the images.
  • Explain the exact detail of the damage/defect and the status of the package that you received.
  • The complaint and the images should be sent to us within 48 hours of the delivery. Failing to do so, we will not be able to serve the claim for you.
  • If necessary, we will arrange a pickup of the product through our logistic partner. If we are unable to do so, we will request you to send the product back to us.
  • Once the product reaches us, our Quality Analysts will evaluate your returned product to ensure adherence to our Returns Guidelines.

What are Oddomart's Returns Guideline?

  • Oddomart Return Policy is implied only where the product have defect or damage. We do not accept returns in case of wrong selection made by customer.
  • Customers may be asked to send the product back, in case the reverse pick up cannot be honoured due to operational restrictions. Return shipping charges will be reimbursed in the form of Oddomart store credit.
  • For hygiene reasons, we do not accept returns for lingerie, inner-wear, socks etc.
  • Oddomart Replacement policy is applicable only on the products "sold by Oddomart" and not from any other Merchant / Seller or Marketplace. In that case, Seller Specific Return Policy will be followed.
  • Oddomart is not responsible for any in-transit damages, while product has been shipped by the customer. Customer is solely responsible for the damage claim from courier company.
  • No Cancellation or Return on wrong selection post delivery. All customers are requested to check specifications/configuration requirements in case of electronic products.
  • Oddomart Return Policy is implied only where the product has defect or damage. Cases where the wrong selection was made by the customer, will be considered discretionary returns and may attract Cancellation/Restocking charges.
  • Cancellation of order post procurement/prior to delivery may attract up to 20% restocking charges.
  • In case of wrong selection of product by the customer, the return request may not be considered post delivery of the product.

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns, which are:

  • If the return request is made outside the specified time frame.
  • Items that are returned without original packaging, freebies or accessories.
  • If the product is damaged because of use or the product is not in the same condition in which you had received it.
  • Defective products which are covered under the manufacturer’s warranty.
  • Any consumable item which has been installed or used.
  • Lingerie, undergarments, swimwear and socks
  •  Fragrances, toiletries, cosmetics, beauty and skincare products.
  •  Watches, sunglasses, fashion jewellery, glassware and handbags 
  •  Products that may/have been tampered or products with missing serial numbers.
  •  Specific categories like innerwear, lingerie, socks and clothing freebies.

Please return your items in their original packaging, within 10 days of delivery. Double-check that you've included all the tags, accessories, promotional gifts and warranty cards that came with your order.

How will I get a refund for the order I cancelled or returned?

  • Once the resolution is set for refund, we will soon move ahead with the refund.
  • Refund will be done by the same method we received the payment in. In exceptions, we may ask you for the account details.
  • You can opt for store credit as well and use the amount for future purchases with us.

I've still not received the refund in my bank account. Why?

  • If you have received a mail from us confirming your refund request, then rest assured that we have initiated your refund request and are following up with financial organisations for the same.
  • Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Netbanking?

  • We are sorry. In case you paid via credit card/debit card/netbanking, the amount will be refunded in the same account as you had made payment from. However, you can opt for this, if you made the payment through COD (Cash on Delivery).

DICTUM: Damaged product will not be exchanged/refunded. This means that if the products have been opened up, tampered or damaged during return courier, the refund & exchange policy will be considered null and void.

Returned  goods Must be in Perfect  Unopened Condition.

Returns can accept only after the communication with the buyer.

Refund: Refund will be done through NEFT within 5-7 working days.

Cancellation: Order cancellation will be done within 24hrs after placing order.

Customer Support:
Your queries and suggestions are very important for us to improve and grow. Please do not hesitate to contact us. All you have to do is simply write to us.
Email us at :  info@oddomart.com