Return & Cancellation

Returns & Refunds

1. In the event you receive a damaged/defective product or a product that does not comply with the specifications as per your original order, you can initiate a return by clicking the “Return Items” button in the Orders section of My Account. Fill out the required details correctly in the form and then click “Submit Return Request”.

2. Items can be returned within 3 days of delivery of the item. The “Return Items” button will not be available in the Orders section of My Account after 3 days of delivery of the item to you.

3. Upon receiving your return request, O2O Management Services shall verify the authenticity and the nature of the complaint and if O2O Management Services is convinced that the complaint is genuine, O2O Management Services will initiate either a replacement or a refund depending on the option that you selected on the Returns form. However, in the event of frivolous and baseless complaints regarding the quality and content of the products, O2O Management Services reserves the right to take necessary legal actions against you and you will be solely liable for all costs incurred by O2O Management Services in this regard.

4. Before accepting shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered. If you observe that the package is damaged or tampered, we request you to refuse to accept delivery and inform O2O Management Services at the earliest. The return process of the product may be restricted by O2O Management Services depending upon the nature and category of the product.

5. In order to return any products sold through the Website, you are required to comply with the mentioned conditions below:

(a) Please notify O2O Management Services of receipt of a damaged or defective product within 48-hours of delivery to you. If you are unable to do so within 48-hours, O2O Management Services shall not be held liable for the failure to replace the order;

(b) Products should be unused;

(c) O2O Management Services will arrange pick-up of the damaged/defective product through its own logistics partner;

(d) Products should be returned in their original packaging along with the original price tags, labels, barcodes and invoices etc.;

(e) It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit;

(f) The returned products are subject to verification and checks by O2O Management Services in order to determine the legitimacy of the complaint/ return.

6. In the event the return of a product is duly accepted by O2O Management Services, the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, will be refunded to you. Refund will be processed based on the mode of payment and O2O Management Services or the approved payment gateway will credit your refunds directly into your debit/credit card or online accounts or provide you with a cheque in this regard. Refunds will be subject to the following:

(a) Orders paid online will be refunded within 5-21 working days through the online account or via cheque, depending on the then current circumstances as determined by O2O Management Services.

(b) If the original payment method you used to make the payment (credit/ debit card) is no longer valid, we’ll issue the refund through a demand draft. When we receive a payment failure notice from your bank, we will send you an e-mail asking you to call us. When you call us back, we will collect your name and the address where you want the demand draft to be sent, and proceed with the refund.

Cancellations

1. Cancellation by Customer:
(a) Orders can be cancelled any time before an item has been dispatched from the supplier. Once the status of an item changes to “Order Confirmed”, a cancellation is no longer permitted on that item. You will also receive an SMS and Email on your registered mobile number and email address once an order is confirmed.

(b) In case of requests for order cancellations, O2O Management Services reserves the right to accept or reject requests for order cancellations for any reason whatsoever.

(c) Once your order cancellation request is approved by O2O Management Services, the refund process will be initiated as per the Returns & Refunds Policy section below.

2. Cancellation by O2O Management Services:
(a) There may be certain orders that O2O Management Services is unable to accept and must cancel. O2O Management Services reserves the right, at O2O Management Services sole discretion, to refuse or cancel any order for any reason whatsoever. Some situations that may result in your order being cancelled include, without limitation, non-availability of the product or quantities ordered by you, non-availability of the service, inaccuracies or errors in pricing information, or problems identified by O2O Management Services credit and fraud avoidance department.

(b) O2O Management Services may also require additional verification’s or information before accepting any order. O2O Management Services will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order.

(c) If your order is cancelled, the refund process will be initiated as per the Returns & Refunds Policy section below.

(d) O2O Management Services reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by O2O Management Services as per certain criteria. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive:
(i)Products ordered are not for self-consumption but for commercial resale
(ii)Multiple orders placed for same product at the same address

(e) Bulk quantity of the same product ordered
(i)Invalid address given in order details
(ii)Any malpractice used to place the order