Return Policy


1. Return / Replacement / Refund Policy

All products sold on Room2Shop.com should be brand new and 100% genuine. Room2Shop.com’s Return Policy covers the buyer against ‘damaged’, ‘mis-shipped’, ‘defective’ and ‘not as described’ products.

Buyers can raise a request for return, replacement/exchange or refund within the return guarantee period post order delivery which is as follows:

**Room2Shop.com Advantage products sold by sellers have a 7 days Return Policy for all product categories.

Managing Buyer Returns:

Room2Shop.com offers a streamlined process for returns management for smooth flow of returns for both buyers and sellers. We will notify you through email in case a buyer requests return of a product. Buyer will state the reason for return (in some cases will also attach images). If buyer’s return does not fit the parameters specified on Room2Shop.com, returns can be rejected.

1.1. Return Request Raised

A buyer can raise a return request via Room2Shop.com buyer support (via Toll free no.) or directly using self-serve on the Website.

 You will receive an email notification when a return request is raised or a return is created by the buyer and you can view the same under all returns on the ‘Returns Dashboard’. On the Returns Dashboard, you will find the following return details:

Order summary
Status, quantity & price
Return request date and respond by date
Buyer details
 
1.2. Return Authorization and Troubleshooting

Starting 18th September 2014, return authorization will managed by Room2Shop.com for all kinds of return requests. This includes validation of return request and the approval of genuine return cases. Room2Shop.com will also provide specialized troubleshooting service for all marketplace sellers (at no extra cost) for the products in the following categories:

Consumer Electronics, Home & Kitchen Appliances, Personal & Health Care Appliances.
Mobiles and Tablets
IT products including Laptops, Computer Components and Peripherals

Accepted Return:

One of the following will be chosen while accepting a return from buyer:

Send buyer the new product and get old shipment back Refund buyer and get old shipment back.
 
2. Buyer Returns (RVP)

Buyer returns can be created by the buyer after the product is delivered successfully. Buyer returns can be one of the three types listed below depending on the case.

2.1. Buyer wants a replacement:

If the buyer has received an item in a 'Damaged' or 'Defective' condition or it is 'Not as Described' by the seller, he/she can request a replacement at no extra cost. Replacement is subject to availability of stock with the seller. If the product is out of stock, a refund will be provided to the buyer, no questions asked.

2.2. Buyer wants an exchange:

Under Return policy for fashion category products, buyers can request an ‘Exchange’ for the product in a different size or color. If the seller doesn’t have the required products in stock, a full refund will be provided to the buyer.

2.3. Buyer refund:

Under Return policy, a refund can be provided to a buyer if the buyer doesn’t want the product or if the requested replacement or exchange cannot be done due to product unavailability with the seller.

3. Courier Returns (RTO)

Courier returns are returns which happen before the delivery of the product to the buyer. Following are the possible scenarios where RTO due to courier returns happen.

3.1. Buyer Not Reachable

If buyer is not reachable after 3 attempts by Logistics Partner’s attempt to deliver the package, customer support creates a RTO (return to origin) in the system of the Logistics Partner and the order would be considered cancelled. If buyers still want to purchase the item, he/she should place a new order. After receiving the trigger from Customer Support, the Logistics Partner will return the package to the seller.
If Logistics Partner returns the package as an undeliverable package, a full refund will be automatically issued to the buyer.
 
3.2. Buyer Cancellation

Buyer may request to cancel the order and an order can be cancelled before it reaches the buyer. This creates an RTO in the system of the Logistics Partner and the Logistics Partner will return the package to the seller.
If you fail to ship the products within the prescribed time limit, buyer has a higher chance of cancelling the order.
 

4. Charges on Returns

Return created due to reasons including ‘damaged’, ‘manufacturing defects’, ‘size/colour exchange’ and ‘buyer ordered product by mistake’ cases would be addressed under this policy.  Under these scenarios:

Commission charged to you on sale will be reimbursed in case of refund.
Forward shipping fee will be waived for replacement/exchange.
 

Commission and forward shipping charges will not be waived if the returns are the due to the fault of seller. This includes cases such as missing items, mis-shipment, item not as described, fake/expired products and used products. In these cases you’ll be charged for return shipping charges and commission will not be reimbursed.In case consignee receives damaged product then the seller will be charged 200 INR per product as penalty . Also , seller will have to replace the product and ship from his end or will have to refund whatever the consignee asks for .

5. Product Return Conditions

When is “Free Exchange Policy” applicable for buyers:

Clothing & Footwear - Free exchange(request for different size/color)
Sunglasses and Jewellery (Only Rings & Bangles) - Free exchange (Only size mismatch)
 
 

For following products returns will not be possible for buyers:

Categories like Innerwear, Lingerie, Socks  & Clothing freebies
Made to order/ custom jewellery
Any consumable item which has been used or installed
Items that are returned without original packaging, freebies or accessories
Products with tampered or missing serial numbers
Defective products which are covered under the manufacturer's warranty
Product damaged because of use
Product received is not in the same condition as seller shipped to the buyer
Return request is made outside the specified time frame
 

Following are few of the parameters specifying the item condition that should be complied with by the buyer for return:

Category
Condition
Food and Nutrition    Should be “New & Unopened”
Electronics
Should be ‘New’ with original accessories 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
Furniture
Should be “New” and unused and returned with original packaging and original accessories.
 
6. Seller Protection Programme

Sellers are protected under the Seller Protection Programme against wrongful action of buyers in case of returns. After a return is received, seller can raise a claim for Seller Protection Fund via contacting Room2Shop.com Seller Support. Click here to read more about Seller Protection Programme.

7. Guidelines to reduce returns

Ensure your product is genuine and saleable.
Ascertain brand/primary packaging is intact.
Avoid mis-shipping.
Ship the exact product as ordered.
Do not forget to include product components/freebie in the package.
Accept return requests to provide better buyer experience and improve seller ratings.

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