This Return Shipments Policy (“Policy”) governs the return request raised by the Buyer in accordance with the terms of this Policy (“Return Request”) and the mechanism for resolution of disputes raised by the Seller in relation to the Return Requests.

We reserve the right to modify this Policy at any time. Any such modifications will be instantly effective once they are reflected on the platform. Users acknowledge and accept the significance of routinely checking the Policy as it is periodically updated on the Platform and agree to be legally bound by any such changes or modifications.

The Users understand that “Valor Retail Private Limited” (referred to as ‘we’) is a platform that serves as an intermediary and will merely mediate the Return Request. The Seller shall be solely responsible for resolving any issues or concerns made by the Buyer with regard to the Return Request, with the exception of any Logistics RVP. We will not be held liable for the Seller’s failure to resolve the Return Request submitted by the Buyer.

RETURN REQUEST

A return request can be made by the buyer via any of the following channels:

1. Write to [email protected]
2. Contact customer care number: 74182 54777
    

The Buyer may use the Platform to submit a Return Request for any of the following reasons:

1. The product(s) is/are physically damaged or defective, including damage to the provided outer box.
2. Warranty or quality-related issues with the delivered Product.
3. Wrong Product or the product does not match the description or specs listed on the Platform’s listing page.
4. Part of the order/product is discovered to be missing due to seller-caused circumstances.
5. The product is damaged in transit, or there were any other product-related concerns.

When submitting a return request, keep the following points in mind:

1. The goods must be returned in the exact brand packaging in were delivered.
2. If the outside packaging is damaged, it should be noted as a remark on the proof of delivery.
3. Products that have been requested to be returned must be kept segregated so that no one can use them.
4. As no partial returns are permitted, ensure that all products in a specific invoice are given over to the pick-up partner.
5. If an order for oil is placed, it should be returned quickly if any damage or shortfall is discovered. It will not be considered for return once it has been accepted by the buyer.

Return Requests shall not be processed in case of the following reasons:

1. The brand packaging has been altered.
2. If there are no remarks concerning damaged exterior packaging on the proof of delivery
3. Return requests will only be processed for whole returns; no partial return requests will be accepted.
4. Return requests will be rejected if a product being returned is discovered to be utilized.

It is declared that returns will not be accepted for the following reasons:

1. The goods were disliked by the customer.
2. The product is more affordable elsewhere.
3. The consumer no longer requires the goods.
4. Any reason other than the disparity in the number of things purchased and received, a product flaw or damage, or improper material received.
5. Note: The customer service team will refuse the return request in any of the above-mentioned circumstances.

On submitting a return request on the platform, the Buyer will be expected to provide the following supporting documentation/proofs:

1. A copy of the product’s bill/tax invoice
2. Images of the product(s) displaying the problem with the delivered product/shipment.
3. The photographs must include the following: The buyer’s observation of an issue with the product; damage to the product
4. Unboxing/normal video clip highlighting the flaws in the product/shipment received. The video clip must include both sides of the package, purchase data, the shipping label, the quantity of the product, any product damage, any tampering with the exterior box, and so on.
5. We will contact the Buyer if additional information or clarification is required.

Note: Oil products need to be returned on the same day, immediately upon delivery. We will review the Buyer’s return request internally and notify the Seller. The Buyer’s Return Request will be authorized or rejected, and the outcome will be notified to the Buyer.

DECISION ON THE RETURN REQUESTS 

Based on our internal review of the Buyer’s Return Request, any of the following may occur.

Acceptance of the Return Request:

1. If the Seller has approved the Return Request, it will be processed. The reverse shipment will be sent to the seller in this scenario. If the seller does not respond within the defined TAT as defined by us from the time of escalation, the item will be considered approved for return.
2. If the return request is approved and the buyer has already paid for the order, the order amount will be refunded to the buyer’s payment source (Bank Account as updated on the Valor Retail App / Credit Card, Etc.) within 10 days for intracity return requests and 15 days for intercity return requests, from the date the return request was raised, along with all required documentation.
3. Note: If the buyer used Pay Later services, the money will be refunded to the Financial Firm and adjusted with the current outstanding balance before the due date. If the refund occurs after the due date, the amount will be marked as excess and corrected during the next billing cycle.
4. In any of the above-mentioned instances when the Seller approves the return request, a refund will be initiated to the Buyer upon product pickup from the Buyer.

Rejection of the Return Request:

1. If the Buyer does not respond to our inquiry calls and/or communication via other modes to obtain missing documentation and information in relation to the Return Request; or supportive documents are insufficient, or the Buyer fails to provide sufficient proof in support of the claim, the Return Request will be rejected.
2. In exceptional cases, such as fraud, deficiency in service, or any other circumstance that may affect the user experience on the Platform, we may, in good faith and at our sole discretion, decide to pay the transaction amount for the disputed product in the absence of Seller’s approval of such returns.

DELIVERY OF REVERSE SHIPMENT TO THE SELLER

1. Once the buyer’s return request is approved, our department representative will pick up the shipment from the buyer within the timeframes that may be specified or shown on the platform and will do a QC Check for the evidence of the reverse shipment
2. We’ll deliver the Reverse Shipment to the Seller (at the location from where the Shipment was picked up for forward order delivery to the Buyer).
3. We must notify the Seller of any delays in the first attempt to send the Reverse Shipment within a reasonable amount of time if they are due to factors that are completely our fault. On the Platform, the Seller will be able to follow the Reverse Shipment.
4. Our representative shall make a maximum of two further attempts to deliver the Reverse Shipment to the Seller if the first attempt is unsuccessful owing to the Seller or its representative not being present at the delivery location. The Reverse Shipment will be sent to our liquidation hub for liquidation if, despite our reasonable efforts, we are unable to deliver it to the Seller on the third try.
5. Our representative will demand the Seller to acknowledge delivery of the Reverse Shipment by signing the proof of delivery document when it is delivered to the Seller or any of the Seller’s agents. The Reverse Shipment and/or TPID must be plainly damaged or tampered with, and the seller or its representative must sign the POD (if any).
6. The Seller or one of the Seller’s representatives must make the following observations when receiving the Reverse Shipment. We reserve the right to reject any Dispute that the Seller may bring on the Platform against us with regard to any damage, tampering, or theft to the Reserve Shipment if the Seller does not report it on the POD.
7. We reserve the right to deduct and adjust the value of the Reverse Shipment from the sale proceeds that we collect on the Seller’s behalf from the Buyer or any other amounts that we are required to pay to the Seller in accordance with this Agreement (in the event that the amount for such Shipment has already been transferred to the Seller).
8. We reserve the right to refuse to deliver the reverse shipment and to deduct and/or adjust the value of the reverse shipment from the proceeds of the seller’s sale if it is determined that the seller misbehaved with our customer support team, was unlawfully detained, or otherwise misbehaved with our representative. Additionally, we reserve the right to punish the Seller in accordance with the law.

DISPUTES RAISED BY THE SELLER

1. Reverse Shipment from the Buyer is subject to dispute by the Seller within 72 hours, after receipt; otherwise, the Reverse Shipment shall be regarded accepted by the Seller without any damage or fault. Using the Platform, the Seller may submit a dispute for any of the following grounds:
   • Reverse Shipment is in a visibly damaged condition or tampered with and the same has been mentioned on POD
   • If wrong products were delivered; if there was a discrepancy in the quantity, if the reverse shipment wasn’t delivered to the seller, although it was marked as delivered on the platform, and/or the received products weren’t in line with the approved refund amount.
   • Mismatch/non-alignment with the approved refund amount.
   • In situations where we decide to pay the money with Buyer for the returned product without sending the returned product to the Seller, the Seller will also have the opportunity to file a dispute.
2. Our returns dispute team will contact the Seller to address any issues or disputes following receipt of the Seller(s) complaint or dispute on the Platform, as may be announced from time to time. In order for us to properly investigate the issue or concern raised, we may need other documents, proof, or information, which the Seller will be required to provide us with at the time the dispute is raised. This may include photos and/or videos of the internal and external boxes of the reverse shipment. The Seller consents to assist us in our investigation of the claim or dispute made.
3. When a dispute is raised or after the Seller has submitted a dispute, we may need specific supplementary papers, proof, or information in support of the allegation in order to conduct an investigation. The Seller also acknowledges that our investigation’s conclusion will be final and binding.
4. We shall launch an internal investigation after receiving the seller(s) dispute and any supporting paperwork, and we’ll make an effort to find a solution within five (5) days of receiving the dispute.
5. Based on the documentation submitted by the Seller, the dispute may be settled either against the Seller, if it is determined that evidence gathered by us and documentation or proof submitted in support of the Seller’s claim do not match, including during QC check; document/ proof submitted by the Seller in support of Seller’s claim is insufficient; or Seller does not reply to inquiry calls and/or other communication sent by us through other modes.