1. Introduction
At Inloom, we strive to ensure your complete satisfaction. This policy outlines the terms for returning products and receiving refunds, complying with the Consumer Protection Act, 2019.
2. Return Eligibility
2.1 Eligible Returns
Products can be returned if:
- The product is defective or damaged upon delivery.
- The product does not match the listing description.
- The wrong product was delivered.
- The product has manufacturing defects.
2.2 Return Window
- Standard Products: 7 days from the date of delivery.
- Customized/Personalized Products: No returns unless defective.
- Important: Return requests must be initiated within the return window.
2.3 Non-Returnable Products
Unless defective, the following cannot be returned:
- Customized or personalized items.
- Products marked as "non-returnable."
- Items damaged due to buyer misuse.
- Products with broken seals.
- Intimate items or perishable goods.
2.4 Condition Requirements
Products must be in original condition with tags intact, include original packaging/accessories, and not show signs of use.
3. Return Process
- Initiate: Log into your account, go to "My Orders," select the order, and click "Return Item."
- Reason & Evidence: Select a reason and upload clear photos of the defect/damage.
- Seller Review: The seller reviews the request within 24-48 hours.
- Shipping:
- Defective/Incorrect: Seller bears shipping costs (prepaid label or reimbursement).
- Buyer Remorse: Buyer bears shipping costs (if accepted).
- Inspection: Seller inspects the returned product within 2-3 business days.
4. Refund Process
4.1 Methods
Refunds are issued to the original payment method (Credit/Debit Card, Net Banking, UPI/Wallet). For Cash on Delivery, refunds are made via bank transfer.
4.2 Timeline
After the seller approves the return:
- Refund initiated within 2-3 business days.
- Processing time varies: Cards (5-7 days), UPI (2-3 days), Bank Transfer (5-10 days).
4.3 Refund Amount
- Full Refund: Product price + Taxes + Return shipping (if defective).
- Non-Refundable: Original shipping charges (unless defective/wrong product), platform fees, and gift wrapping charges.
5. Exchanges
Exchanges are available for size/color variations or defective replacements.
- Process: Return the original product; the seller ships the replacement.
- Price Differences: If the replacement costs more, the buyer pays the difference. If less, the difference is refunded.
6. Cancellations
- Buyer-Initiated: Orders can be cancelled before shipment for a full refund. After shipment, the return process must be followed.
- Seller-Initiated: Sellers may cancel due to stock unavailability, providing a full refund.
7. Special Cases
- Damaged During Transit: Report within 48 hours with photos.
- Non-Delivery: If lost, a full refund or replacement is offered.
- Quality Issues: Report within 7 days of discovery (within the return window).
8. Customized and Handmade Products
Handmade products have natural variations in color and detail. These are NOT grounds for return unless significantly different from the listing. Made-to-order items cannot be returned for a change of mind once the order is confirmed.
9. Seller & Buyer Responsibilities
- Sellers: Must respond to requests within 48 hours, provide return instructions, and process refunds promptly.
- Buyers: Must inspect products immediately, handle them with care, and provide accurate return reasons. Abuse of the policy (e.g., excessive returns, swapping products) may result in account suspension.
10. Dispute Resolution
- Direct Resolution: Attempt to resolve with the seller via Platform messaging (48-72 hours).
- Mediation: Escalate to Platform support. A decision is provided within 7-14 business days.
- Final Decision: The Platform's decision is final.
11. Contact Information
Customer Support: returns@inloom.in
Phone: +91 98765 43210
Grievance Officer: Susovan Pal, support@inloom.in