Refund and Returns Policy

Return and Refund Policy

Return Policy

1. How do I file a return request?

• You can file a return request from your Retaillz account. Use the following steps: Sign In -> My Orders -> Request Return. Please note that some products can not be returned.
• You can place a Return request within 5 calendar days of order delivery. However, in case of Damaged/Missing/Empty Package/Wrong Product, the Return request should be filed within 2 calendar days of delivery.
• Return request will be reviewed by Retaillz.
• If required, request will be shared with the merchant for his/her approval.
• After approval, you may send product to our business address given on Returns page under My Account.
• After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective merchant

2. Under what conditions can I return/ replace my product?

Returns/Replacement are accepted under the following cases –

• Wrong Product – Wrong color/ size/ style
• Wrong item ordered/ delivered
• Defective Product – Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
• Damaged Product – Physical damage/ Tampered product or packaging
• Wrong Quantity – Missing Products/ Parts
• Empty packages

3. Under what conditions returns/ replacement request will not be accepted?

Returns/ Replacement requests will not accepted under following cases –

• If Products are Altered/ Used
• If Product is Returned without Original Packaging (price tags, labels & accessories)
• If Serial Number is tampered
• For Defective product that is covered under Seller/Manufacturer’s Warranty or Reported after 10 days of the Delivery
• For Damaged/Missing/Empty Package/Wrong product that is reported after 2 days of the delivery
• For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page
• Please note that some refurbished laptops might have some minor signs of wear and tear and cannot be returned or replaced for such reason.

4. Which categories are not eligible for returns/ replacement?

Categories not eligible for returns are as follows :

• Car perfumes
• Services
• Downloadable products and services
• Music, Software and Gaming
• Internal parts of water pumps
• Laptop Skins
• Tampered Glasses
• Laptop and other gadget laminations.
• Earphone cases.

5. What is the best time to place Return/ Replacement request?

Return/Replacement request of the Product(s) should be initiated within 5 Calendar days of Order Delivery for Unsatisfactory product or in case of non-receipt of Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:

• Damaged Product
• Empty Parcel
• Missing Item
• Wrong Product

Return request, refer to My Accounts, My Orders listing section and click on Return button on selected order once order is delivered to you.

6. When do you initiate Pickup for Returns?

Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.
Please take care of the following points, while packing your product for Pickup –

• Product should not be used/altered/ tampered
• Keep original price tag & packing slip intact
• Mention Order Number on the box
• Do not seal the box
• Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
• Keep the Courier Company’s receipt for tracking purposes

Please Note –

1. Retaillz shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.
2. At present we font have reverse pickup facility, you may either send the item to our business address or may drop it at our outlet  for replacement.
3. Returns would be accepted only for replacement of same product (if available) and not for refund. In rare cases, if approved by retails at its own discretion, you may replace it with other items after paying the price difference which must not be below 90  percent of actual regular price of returned items.

7. What do I do if my area does not have a reverse pick up service?

If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In case of Self-Shipment, Retaillz will reimburse your courier charges (upto Rs. 100) in form of COUPONS. Please take care of the following-

• Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
• Upload the courier receipt in My returns section or attach it on confirmation email received after return filing
• Track your Return Shipment on the Courier Company’s Website

Please Note:

1. At present we font have reverse pickup facility, you may either send the item to our business address or may drop it at our outlet  for replacement.
2.  

8. How do I track the status of my Return request?

Check the status of your Return at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view return details.
Every request received at Retaillz is assigned a ticket number or return request number, for which an acknowledgement mail is sent to your registered email address. Please use your registered email ID and/or phone number for any further communication.
After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund.

9. Can I track the status of Reverse Pickup?

You can track the return current status via login to ‘My Account’ > ‘My Returns’. Click on particular return Id to check details.

10. How to claim Return/ Replacement for products under Seller/ Manufacturer’s Warranty?

You can Claim for product’s warranty by calling or visiting the nearest Service Centre of the product’s Brand.
For any issues, please contact us at https://www.retaillz.com/contact-us. We would take your queries forward to the respective seller
*Some products are non-replaceable or non-returnable. Please check our Terms & Conditions page before making a purchase.

11. Do I need to pay the courier company to send my product back?

No, you don’t need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you). Courier charges will be reimbursed by us in form of COUPON Code. The courier charges eligible for reimbursement are up to Rs.100. For availing reimbursement of courier charges, upload the courier receipt in ‘My Returns’ section or attach it in the confirmation email received after filing the return.

12. How will I know that my Returned product has reached you?

You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company’s website. You can also track the status of your return request at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view the returned order details.

13. How much time does it take to replace an order?

We initiate the replacement or refund within 2 working days once we receive the product at our end.

Refund Policy

1. When do you process a Refund?

Refunds are generally initiated in the following scenarios:

• When Prepaid Orders are cancelled by Customer/Seller/ShopClues Bazaar before delivery (Please read our Cancellation Policy)
• If our courier partner is unable to deliver the order
• If you wish to return the product, in accordance with our Return Policy

2. How will I get my Refund?

The amount paid by you for the product will be refunded to you through either of the following ways as per your convenience and as per availability of certain condition which are sole discretion of Retaillz.com

• original mode of payment
• COUPON Codes
• Bank Transfer
• Wallet transfer like GooglePay, PhonePe, PayTM etc

3. How long does it take to process Refund?

Refund depends upon the mode of payment. Please refer to the list below:

• COUPON Code: 1 – 2 Business days
• Net banking: 3 – 4 Business days,
• Debit card: 7 – 9 Business days
• Credit card: 10 – 15 Business days
• NEFT : 4 Working Days
• Wallets : 7 – 9 Working Days

In case of any clarification or If you have not received the refund within the stipulated time, kindly contact your banks customer care number to know the status of the transaction.
4. How long does it take to initiate a Refund?

For some orders, we initiate Refund within 2 working days of receiving the product at our end. In other cases, we initiate the Refund after the returned product is delivered to the seller. In this case, we keep you informed of the timelines.

5. When does a Refund get declined?

Refund may get declined if the product received by us is not as per your claim or Order ID or other critical information  is missing on the package.

Note:

1. Refund is applicable only for those items wherein return request has been approved for “Return” and not “Replacement”.

6. How can I track the status of my Refund?

You can track the status of Refund Request after Logging into your account>orders and selecting a specific Order or Return Request.

7. Will my shipping charges be refunded if I ship the product?

In case of Self-Shipment, Retaillz will reimburse the courier charges (upto Rs. 100) in form of COUPON Code.