CANCELLATION, RETURN AND REFUND POLICY

CANCELLATION, RETURN AND REFUND POLICY

Fynd is managed and operated by Shopsense Retail Technologies Private Limited (Fynd”, “we”, “us” or “our”), a company incorporated under the Companies Act, 1956, having its registered office at 1st Floor, Wework Vijay Diamond, Opp. SBI Branch, Cross Road B, Ajit Nagar, Kondivita, Andheri East, Mumbai 400093 and is a subsidiary of Reliance Retail Ventures Limited.
For the purpose of these Terms, www.fynd.com means the website (“Website”) which include its corresponding mobile application named “Fynd” ("App") (collectively “Platform”), which is an omnichannel Ecommerce Marketplace, where various brands including lifestyle, fashion, grocery and electronics solutions, cosmetics, apparels etc. are listed ("Products") for the users of the Platform ("User(s)").


We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the 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 of Use sets out our procedures and policies in accepting Product cancellation, return and refund thereof.

1.

APPLICABILITY OF POLICY

1.1. By agreeing to use the Platform and/or initiating a request for purchase of Product(s) on the Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Platform. 

1.2. Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the Platform. Every time you wish to use the Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.

2.

TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS 

2.1.

Cancellation of Products

a. You can cancel orders for Products in either of the below ways;

i.

Login with your credentials on the Platform to cancel an order you have placed by clicking on to My Orders section, once you are in the My Orders section, you have the option to cancel individual products in your order. 

ii.

However if an order has already been “picked up by the delivery executive, you will not be able to cancel the order directly. In such case, you may either reach to our customer support team at care@gofynd.com or by using the ‘Chat with Us’ option wherein the customer support personnel will assist you with your cancellation.

ii.

If the order is out for delivery, then you may opt to reject the order.

b.

In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, by referencing the unique tracking identity number (which enables the User in tracking the status of delivery of the purchased Products) received by you from us or by requesting us to process a cancellation by sending an email to us at care@gofynd.com or by using the ‘Chat with us’ option on the Platform. In such case we don’t charge any cancellation fee.

c.

On receipt of the cancellation request prior to issuing and processing of the invoice we shall cancel the order and initiate the refund for the Products within 7-12 (seven to twelve) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you at the time of purchase of the Products.In case of cancellation and return we will not refund you any referral amount used for that order.
There shall not be return, refund or cancellation incase of any BOGO (Buy One Get One) offers offered by Fynd on the Platform.

2.2

Return of Products

a.

For Returnable Products, 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 ordered is different from what was ordered basis the Product description provided on the Platform; or (vii) you are dissatisfied with the purchased Product (“Non-Compliant Product”). You shall initiate such requests for a return of Product within such return period as mentioned under on Product Details page under “Return Policy” for each product (“Return Period”). 

b.

We would accept the request for return of such Product subject to the terms of this Policy.

c.

Returnable Product(s)” means any product not falling under Non-Returnable Product category as mentioned below.

d.

If you have received any Product which is subject to return in terms of this Policy, we suggest you to inform us within 48 (forty eight) hours post delivery about the wrong, defective or damage product at care@gofynd.com or you may connect us via ‘Chat with Us’ option available on 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. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or may allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. 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.

e.

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.

f.

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 mentioned under clause 2.2 (g), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

g.

Non-Returnable Products are the products: 

i.

which belong to Non-Returnable Category or

ii.

where there is a specific mention by the Seller for any product on the Product Display Page under - Product Return category on the Platform.

iii.

There shall not be return, refund or cancellation incase of any BOGO (Buy One Get One) offers offered by Fynd on the Platform.

However, In case of manufacturing defects or wrong product please feel free to contact us at care@gofyd.com or by using the ‘Chat with us’ option within 24 to 48 (twenty four to forty eight) hours after delivery. In case it is informed after 48 hours, we will not be able to investigate on this even if it highlighted within Return Period.

Non Returnable Categories:

i.

Accessories, Hairband, Rings, Jhumkis, Necklace, Brooches, Hair Clips, Bottle, Sipper, Maang Tikka, Bangles, Anklets, Babydolls, Backless Bra, Bands, Vest, Basic Bra, Basic Panties, Beauty & Personal Care, Bikini Bra, Bikini Panties, Bikinis, Board shorts, Boxers, Boy shorts, Bracelets, Bralette,  Belt, Briefs, Brooches, Camisole, Caps, Trimmers, Clip-ons, Corsets, Cosmetics, Bathrobe, Deodorants, Earcuffs, Fragrances, Hair Clips, Hairbands, Hand Harness, Hipster Panties, Hoops, Underarm Roll On, Trunks, Thongs, Lingerie Accessories, Lingerie Set, Maternity Bra, Moulded Bra, T-Shirt Bra, Night Dresses, Night Gowns, Night Robes, Nightsuits, Nightwear Sets, Wallet, Watches, Perfumes, Personal Care Gift Sets, Push-up Bra, Pyjamas, Rashguard, Mask / Sanitizer, Seamless Panties, Shapewear, Sleep Shirts, Sleep Shorts, Socks, Sunglasses/Glares, Sports Bra, Stick-on Bra, Stockings, Strapless Bra, Studs, Bluetooth Speakers, Bath and Sanitary, Toys, Shaving Kit/Brush, Razors, Toiletry Bag, Gadgets.

h.

You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:

i.

The Product has not been worn, cleaned or tampered with by you.

ii.

The price tag /bar code, user manual, warranty cards, shoe-box, brand tags, original packaging material, accompanying accessories is intact and not altered, damaged or discarded by you.

iii.

The Product is not altered, unless proven vendor defect.

iv.

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.

v.

There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.

vi.

The Product(s) if bought as a set should be exchanged as the complete set.

vii.

Products returned should be in unused, undamaged, unwashed and in a saleable condition.

viii.

We are satisfied that the Product has not been rendered defective or unusable.

ix.

Any gifts received should be return along with the product.

We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

i.

Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.

j.

Fynd allows you to choose any pick up address, provided the same is informed at care@gofynd.com or by using the ‘Chat with Us’ option. In case if the pin-code is not-serviceable the same shall be informed to you by our customer service personnel or you may self check the serviceable pin code at the Address page of the Platform.

k.

Return pickup of your product might fail if the return pickup executive was unable to locate your address or if no one was available at the address to hand over the product and your mobile number was also not reachable.

l.

In case if your 1st attempt is failed for any reason, you may connect with our customer care support at care@gofynd.com or by using the ‘Chat with Us’ option, where we will assist you to reschedule a another pickup and communicate the same to you.

2.3.

Refund:

a.

At the time of raising a request for return or cancelling the Products on the Platform, you may seek refund for the Returnable and Non-Compliant Product.Such refund will be made to the you only in the even the payment has been received by us for the Product.

b.

Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7-12 (seven to twelve) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, 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. 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. The refund amount will be credited to the original payment mode opted by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

c.

We do not make any cash refunds. The amount will be refunded to you within 7-12 (seven to twelve) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact our customer support team at care@gofynd.com or by using the ‘Chat with Us’ option on the Platform, and we will gladly help you. 

d.

Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us. 

e.

We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.

2.4.

Exchange: Unfortunately Fynd does not support Exchanges for now.

3.

Customer Support

If the User has any concerns, feedback, review or any request, the User is free to contact the Company at Customer care email id: care@gofynd.com or for quick assistance the User may use the ‘Chat with Us’ option available on the Platform.

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