CANCELLATION, RETURN AND REFUND POLICY
We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the Gau Vatsal Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.
This cancellation, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, return and refund thereof.
1. Terms of Cancellation of Products
1. Once you place the order for a Product, you cannot cancel it for any reason. You can add or remove items from your cart before 11:59 pm. All the items placed/added in the cart at 12:00 am shall be considered as final order and the process of delivery shall start accordingly.
2. Terms of Return and Refund of Products
1. Terms of Return of Products
You may initiate return of Products via self-help tool on Gau Vatsal Platform or contact the customer support team within the timelines and as per the terms stipulated under this policy, please refer Annexure A provided below this Policy. We would accept the request for return of such Product subject to the terms of this Policy. You may initiate the request for return of the Product if: (i) Product is damaged; (ii) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product delivered is different from what was ordered basis the Product description provided on the Gau Vatsal Platform; or (vii) you are dissatisfied with the purchased Product ( “Non-Compliant Product” ). The issue has to be raised within the same day of receiving the order (or the anticipated receiving day) till 11:59 pm ( “Refund Request/Return Period” ).
The request for return will be denied for the Products ordered by mistake or if customer don’t require the product due to any reason.
You shall keep the Products in its unused, original condition, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. You shall ensure that no damage has occurred post-delivery of the Product while in your possession. We would accept the request for return of such Non-Compliant Product subject to the terms of this Policy. The ‘return’ tab shall be available only during the duration of the Return Period. In case of any complain or concern that may arise after the closure of the Return Period, you may contact the customer care.
If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the Gau Vatsal Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us; or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return.
We offer a contactless return wherein you are required to leave the product at the doorstep before the scheduled delivery the subsequent day. While we may ask you to provide images of such damaged, defective, or Non-Compliant Product that you wish to return, we reserve the right to do quality check once we pick up the said Product. Upon quality check, if it is found that the Product fails the quality check or is different than what was delivered to you, we reserve the rights to debit such amount from the Gau Vatsal Account or take such necessary steps to prevent further fraudulent activity. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product; (ii) if the Product belongs to non-returnable Product category (as detailed above); (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period; or (iv) if you do not require the product for any reason whatsoever. Any damage to the Product caused by your improper handling or safekeeping of the Product, or any modification or change to the Product by you, or a third party or any depreciation in the value for other reasons will not render such Product as a Non-Compliant Product and will not be considered a quality problem and further such Product will not be eligible for return. Any decision by us in this regard shall be final and binding.
You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
The Product has not been worn, cleaned or tampered with by you;
The price tag /bar code, brand tags, original packaging material, accompanying accessories is intact and not altered, damaged or discarded by you;
The Product is not altered, unless proven vendor defect;
Return is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records;
There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product;
The Product(s) if bought as a set should be exchanged as the complete set.
Products returned should be in unused, undamaged, unwashed and in a saleable condition;
We are satisfied that the Product has not been rendered defective or unusable;
We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.
Return of purchased Products are facilitated through our reverse-Logistics Partners. On receipt of request for return of Product on the Gau Vatsal Platform after the same is duly acknowledged by us, our reverse-Logistics Partners may get in touch with you in order to collect the purchased Products from you within a period of 2 (two) days.
2. Terms of Refund
At the time of raising a request for return the Products on the Gau Vatsal Platform, you may seek refund for the Non-Compliant Product.
Please be informed that when you opt to raise an issue for refund/ return of the Products, after the Logistics Partner picks up the Product and marks the Products as picked on Gau Vatsal Platform and upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for refund/return as per the terms of this Policy, will be processed to your Gau Vatsal Account within 1 (one) business days from the date of us verifying the defect or the non-compliance in the Product. We do not make any cash refunds. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, as detailed in Clause 2.1 of this Policy. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment.
If it is found that your return/refund request is fraudulent, Gau Vatsal Platform reserves the right to block your account with immediate effect, and discontinuation of all services including and not limited to the pre-paid orders on the Gau Vatsal Platform and will transfer the amount from your Gau Vatsal account to your source bank account within a period of 15 (fifteen) days after reconciling your account balance with our books of account.
That in the event of a delivery failure on account of a mistake made by you (i.e., wrong name or address or any other wrong information), Gau Vatsal Platform shall not be held responsible and no refund can be claimed;
That many Products sold on the Gau Vatsal Platform are of perishable nature, and any spoilage of the delivered Products due to delay in collection of the products from your doorstep or the delivery point, Gau Vatsal Platform shall not be held responsible for that and no refund could be claimed towards such spoilage;
That you will use the services provided by the Gau Vatsal Platform, its affiliates, consultants and contracted companies, for lawful purposes only and comply with all applicable laws and regulations while using and transacting on the Site.
In case of any grievances you can contact:
gauvatsal2@gmail.com or Help section of the Gau Vatsal Platform
