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Return 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 returns/replacement policy provided on the
product page shall prevail over the general returns policy. Do refer the respective
item's applicable return/replacement policy on the product page for any
exceptions to this returns policy and 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: Jewellery, Footwear
Accessories, Travel Accessories, Watch Accessories, etc. Home: Pet Supplies & Rest of Home.
(Except Home décor, Furnishing, Home Improvement Tools, Household Items) |
7 days Refund or Replacement |
|
Lifestyle: Watch, Winter Wear (Blazer,
Sweatshirt, Scarf, Shawl, Jacket, Coat, Sweater, Thermal, Kid’s Thermal, Track
Pant, Shrugs), etc... |
7 days Refund, Replacement or Exchange |
|
Lifestyle: T-Shirt, Footwear, Sari, Short,
Dress, Kid’s (Capri, Shorts & Tops), Men’s (Ethnic Wear, Shirt, Formals,
Jeans, Clothing Accessory), Women’s (Ethnic Wear, Fabric, Blouse, Jean,
Skirt, Trousers, Bra), Bags, Raincoat, Sunglass, Belt, Frame, Backpack,
Suitcase, Luggage, etc... |
7 days Refund, Replacement or Exchange |
|
Medicine (Allopathy & Homeopathy) |
2 days Refund |
|
Home: Home Improvement Tools, Household
Items, Home décor, Furnishing |
7 days Refund or replacement |
|
Books (All books) Sports Equipment’s (Racquet, ball,
support, gloves, bags etc.) Exercise & Fitness Equipment’s (Home
Gym combos, dumbbell etc.) Auto Accessories - Car and Bike
accessories (helmets, car kit, media players etc.) |
7 days Replacement only Free replacement will be provided within 7
days if the product is delivered in defective/damaged condition or different
from the ordered item. Please keep the product intact, with
original accessories, user manual and warranty cards in the original
packaging at the time of returning the product. |
|
Toys (Remote controlled toys, Learning
toys, Stuffed toys etc.) Stationary (Pens, Diary notebooks,
Calculators etc.) Musical Instruments (Microphones &
Accessories, Guitars, Violins etc.) |
7 days Replacement only Free replacement will be provided within 7
days if the product is delivered in defective/damaged condition or different
from the ordered item. Please keep the product intact, with
original accessories, user manual and warranty cards in the original packaging
at the time of returning the product. Non-Returnable - All Wind Instruments
(Harmonicas, Flutes etc.) This item is non-returnable due to hygiene and
personal wellness. In case these products are delivered in damaged/defective
condition or different from the ordered item, we will provide a free
replacement. |
|
Furniture, Large appliances Rest of Small Home Appliances - Chimney,
Water Purifier, Fan, Geyser only |
7 days Replacement only For products requiring installation,
returns shall be eligible only when such products are installed by the
brand's authorized personnel. 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 7 days of delivery or Installation wherever applicable, you will be
directed to a brand service center to resolve any subsequent issues. In any case, only one replacement shall be
provided. |
|
Grocery - (Dairy, Bakery, Fruits and
Vegetables) |
2 Days Only Refund. * If the product is delivered in
defective/damaged condition or different from the ordered item. |
|
Grocery - (Remaining items under grocery) |
7 days Refund only Fruits and Vegetables ordered would be
delivered only in the first attempt. In order to ensure that you get fresh
fruits and vegetables, we will not be making reattempts to deliver your
fruits and veggies in case you miss your slot |
|
No Questions Asked |
7 days Refund or replacement This policy enables easy product return
requests for customers through the Platform, subject to product validations
at the time of pick-up and fraud prevention mechanisms. This policy shall be applicable only if the product was bought when
this policy was applicable to the product. If not, the policy provided here shall apply to the order. It is clarified that
a customer may only be able to seek a one-time replacement under this
Policy, subject to the other terms provided herein. Exceptions to this policy: Following claims will be covered under the
policy provided here and through corresponding
validation processes a. product undelivered b. product/accessories missing c. wrong product/accessories delivered |
|
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 here. |
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 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/return tags/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. iCloud lock must be disabled for
Apple devices. |
|
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 |
The 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
In certain cases, where the seller is unable to
process a replacement for any reason whatsoever, a refund will be given.
In cases where a product accessory is found
missing/damaged/defective, the seller may either process a replacement of the
particular accessory or issue an eGV (Electronic Gift Voucher) for an
amount equivalent to the price of the accessory, at the seller’s discretion.
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, these category-specific
replacement/return general conditions will be applicable. Click here to know more about Open Box Delivery
For products where installation is provided by Shopmato
service partners, do not open the product packaging by yourself. Flipkart
authorized personnel shall help in unboxing and installation of the product.
For Furniture, any product-related issues will be
checked by authorized 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.
'In case the product was not delivered and you
received a delivery confirmation email/SMS, report the issue within 7 days from
the date of delivery confirmation for the seller to investigate.'
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Contact Info
- Address: 30 Planet Avenue, Crown Mines, Amalgam South, Johannesburg, 2025, Gauteng,
- Phone: 087 3515 116
- Email: info@shopmato.com
