Returns, Refunds and Exchange Policy
Returns, Refunds and Exchange is the scheme provided by
various sellers listed on ‘Flipkarona’s’ website available at www.Flipkarona.com
or the mobile application under the brand name “Flipkarona” (collectively
“Platform”), in relation to specific products.
Returns, refund and exchange policy gives you an option to return,
or exchange items purchased on the
Platform, for any reason within the specified return/exchange period, as
detailed on the product details page. However, the return/exchange shall be
eligible for products that are in good condition, as may be determined by Flipkarona.
What can I return?
You may request returns for most items you buy from sellers
and suppliers listed on the Platform that are within the return window.
However, products that are explicitly identified as ‘not returnable’ on the
product detail page cannot be returned. Products which are identified as
‘returnable’ are eligible for return with the conditions as specified in the
product description page and this policy. All returns are subject to the
details provided in the product description page and other Sections of this
policy. Products that are not eligible for return on the Platform, may be
exchangeable for reasons mentioned on the product description page on the
Platform..
However, if you receive a damaged/defective/wrong product
from any seller listed on the Platform, you will still be allowed to exchange
the product for reasons as provided in the product description page.
In case you have purchased a product with which a free
product is delivered, and you raise a request for return the main product, you
will have to return the free product as well. Further, a product which forms a
part of a package of other products, you must return all products that form
part of the package to process the refund.
In circumstances where you return an extra or a different
product, Flipkarona will not be accountable for misplacement or replacement of
such product and will not be responsible for its delivery back to you.
What are the return options?
Certain products on Flipkarona will have two return options
available: (a) Wrong/Defect item return option, and (b) all return option. If a
product does not have the above-mentioned options for return, the return option
available for the Product in the product description page will be applicable.
All return options are subject to the product being identified as returnable in
the product description page.
What is the Wrong/Defect item return option and all return
options?
Flipkarona provides an ‘all return option’ to its users,
wherein users will be able to enjoy certain privileges on a specific product
for payment of a premium on the product cost. Features of an all return option
are as follows:
Subject to seller’s return/exchange policy provided on the
product description, the user will be allowed to return/refund an already
purchased product, if the said product is eligible for return/exchange.
The user will be eligible to return the specific product for
reasons other than the product being wrong or damaged.
The all return option is available only for specific
products.
For users not availing an all return option, shall be
eligible for a ‘Wrong/Defect item return option’ .
If you opt for the Wrong/Defect item return option:
Subject to seller’s return/exchange policy, the user will be
allowed to return/refund an already purchased product, if the said product is
eligible for return/exchange.
The user will be eligible for return/refund of the product
if the product received is defective, damaged, wrong or incomplete due to
seller’s fault or if the user has received the wrong product.
Will my return be free of cost?
If you have opted for an all return option, you may return
the product free of cost no matter what the reason.
If you have opted for the Wrong/Defect return option, you
may return the product free of cost if fault with the product lies with the
supplier. The following are the faults which lies with the supplier:
Return Reason Category
Actual Return Reason
Wrong Product
Wrong Size Delivered
Same product in different colour
Completely different product from the product shown
Defective Product
Product is dirty or with stains
Product is broken
Product is torn
Received incomplete product
Part of the product is missing
Less quantity than ordered
The following faults will need to be verified before
arranging return free of cost:
The quality is not merchantable; or
product has low performance; and
Late Delivery
How to return items?
You can return the products purchased on the Platform within
the specified return/exchange period provided on the product description page.
To return a product, please follow the steps mentioned below:
If a product is eligible for return, the user will be able
to initiate the return request under the ‘My Orders’ section.
Create a ‘return request’ under the ‘My Orders’ section on
the Platform and follow the instructions provided on the Platform.
After the ‘return request’ has been raised, Return ID will
be generated by Flipkarona.
In case you purchase multiple products in a single order,
return requests for individual items can also be raised.
Once a return request is raised, Flipkarona shall analyse
the request and accordingly process the request internally. All return /
exchange claims shall be subject to Flipkarona’s discretion.
If you have scheduled a pick – up for returning the product,
please keep the items ready to be picked up by the delivery partners.
Please keep the product in the original manufacturer’s packaging,
all tags should be intact and warranty card, if any, should also be placed with
the product.
At the time of pick up, our delivery partner may conduct a
quality check on the product to ensure the product meets the criteria specified
under return guidelines. If the product fails such a quality check, the product
shall not be returned, and no refund shall be made against such product.
Please note that the product will be picked up from the same
address where delivery was made. In case pick up is to be made from a different
address, the same should be notified to Flipkarona by writing to legalsupport@Flipkarona.com.
Such request may be accepted at Flipkarona’s sole discretion and subject to the
new address being in serviceable area.
Further, on receipt of returned product, the product shall
undergo a quality check. If the product returned in an acceptable condition, as
determined by Flipkarona at its sole discretion, the refund shall be initiated,
otherwise the product will be re-shipped to you, at your cost, and no
refund/exchange shall be initiated.
Can my order be exchanged?
All products which are returnable are eligible to be
exchanged, subject to the return options mentioned hereinabove. However, there
may be certain products which are not eligible for return but are eligible for
exchange. Further, exchange is subject to stock availability and subject to
your address being serviceable for exchange. In the event that a product for
which only exchange is available as per the product description page, the user can
opt for a ‘call me back’ option and the returns will be enabled for that user
once it is found that the return has been initiated for genuine reasons on the
sole discretion of Flipkarona.
The exchange request must be raised within the return window
period specified on the product detail page.
In case of exchange, if the cost of the new product is more
than the original product delivered, you will have to pay the difference amount
and if the cost of the new product is less than the original product delivered,
the difference amount will be refunded.
Further, once a product has been exchanged, there cannot be
any more exchanges on the same order.
How to exchange items?
You can exchange the products purchased on the Platform
within the specified exchange period, unless the product description page
specifies that the product is not exchangeable. It is hereby clarified that
exchange in this policy means exchange with the same product and not with a
different product. To exchange a product, please follow the steps mentioned
below:
If a product is eligible for exchange, the option shall be
available against the product under ‘My Orders’ section.
Create a ‘exchange request’ under the ‘My Orders’ section on
the Platform and follow the screens that are prompted.
In case you purchase multiple products in a single order,
exchange requests for individual item can also be raised.
After a exchange request has been raised, Exchange Id will
be generated.
Keep the items ready for exchange pick up. Please keep the
product in the original manufacturer’s packaging, all tags should be intact and
warranty card, if any, should also be placed with the product.
Once the original product is handed over to the delivery
agent, the exchanged product will be delivered to you separately.
At the time of pick up, the delivery agent may conduct a
quality check on the product to ensure the product meets the criteria specified
under return guidelines. If the product fails such quality check, the product
shall not be exchanged, and no refund shall be made against such product.
The product will be picked up from the same address where
delivery was made. In case pick up is to be made from a different address, the
same should be notified to Flipkarona by writing to legalsupport@Flipkarona.com.
Such request may be accepted or rejected at Flipkarona’s sole discretion and
subject to the new address being in serviceable area.
Further, on receipt of returned product, the product shall
undergo a quality check. If the product is in an acceptable condition, as
determined by Flipkarona at its sole discretion, the refund shall be initiated,
otherwise the product will be re-shipped to you, at your cost, and no refund
shall be initiated.
What are the return and exchange guidelines?
Prior to creating a return or exchange request on the
platform, you shall ensure that, the product which is being return either for
returning the product or for exchanging the product:
must be in its original condition with all the packaging
including brand/manufacturer’s box/packaging, tags, warranty cards and other
accessories intact;
must not be damaged in your possession;
must be unused, unwashed, unsoiled, without any stains and
with non-tampered quality check seals/return tags/warranty seals (wherever
applicable).
must not be used or altered;
must be the same product that was delivered to you; and
must be returned within the return window specified against
a product on the product detail page.
Further, IMEI/ name/ image/ brand/ serial number/ article
number/ bar code of the returned product should match the records of Flipkarona.
Any additional conditions provided in the product details against each product
shall be applicable as well.
Further:
Your address and the item that you wish to return must be
eligible for return.
If the return is not eligible for pickup, a return option
will not be available
Once the return is received, you will be provided with a
refund or exchange, as requested.
If you intend to return an electronic device that stores any
personal information, you must remove/deleted all such personal information
from the device prior to returning. Flipkarona shall not be liable in any
manner whatsoever for any use of such information. Such electronic device
should be formatted, and screen lock should be disabled.mNo return, exchange
shall be accepted if warranty card, if any, is missing while return, or exchange of product.
The products available on the Platform are usually
returnable within 7 days of delivery. However, specific details in relation to
each products are mentioned in the product description. Further, a product
which has been returned/exchanged cannot be returned/exchanged again.
How will I get my refund?
Refund will be credited to the same source of payment from
which payment was received, after deducting the cost of return (where
applicable), once returned is received.
If you desire to return a product, then you shall be
entitled to receive only the amount actually paid by you for the purchase of
the product.
In the event any product is returned, then any offer,
promotion, discount applied to such product shall be forfeited.
If you have made the payment through your bank account, the
refund will be credited to the same bank account from which payment was
received after deducting the cost of return (where applicable), once the return
is received.
If you have made the payment as cash on delivery, you will
be asked to provide us with your bank account details and the refund amount
will be credited to the bank account details provided by you. Flipkarona shall
not be liable to you in case incorrect bank account details have been provided
by you.
In case of any discrepancies regarding receipt of refund
amount, Flipkarona may request for additional information such as bank
statement or any other relevant document.
When will I get my refund?
Following are the processing timelines after the product is
received by us or when the seller notifies us of the receipt of the products
Refund Method
Refund Time Frame
Credit Card, Debit Card, Net Banking, UPI Linked Bank
Account
3-7 Business Days
Cash on Delivery (Refund to Bank Account in the event that
the conditions for Instant Refund mentioned below are not met)
3-7 Business Days after updating the bank account details
Flipkarona Balance
3-7 Business Days
Instant Refund:
Flipkarona offers instant refund whereby the refund will get
within 4 (four) hours of the product being picked up and marked by the delivery
partners as successfully picked up (“Instant Refund”). The refund will be
reflected to the bank account owithin 3 -7 Bsuiness Days. The following are the
conditions which are required to be met for the return to be eligible for an
Instant Refund:
Instant Refunds are only available for cash on delivery
orders.
The product which is being returned should have successfully
undergone a quality check by the delivery partners and should have been marked
as successfully picked up for return on the systems of Flipkarona. Flipkarona
reserves the right to not accept the return in the event the product is
damaged, incorrect or for such other reasons as Flipkarona deems fit.
In the event where the delivery partner is unable to mark
the product as successfully picked up in the systems of Flipkarona, as a result
of technical issues, Flipkarona shall not be liable to process the Instant
Refund.
Further, Flipkarona shall not be held liable for not
processing the Instant Refund for reasons attributable to the delivery partner,
which include instances as, product being marked canceled instead of picked up,
tracking details not available for the product picked up, etc. In such
instances, Flipkarona may not be able to process the Instant Refund.
Instant Refunds will not be processed in case of instances
whereby the systems of Flipkarona cannot generate a refund without manual
intervention, i.e., it is not a system generated refund. Manual intervention is
typically required in the following instances:
In the event the refund request is raised for a missing
product or a product that was not delivered to the customer.
In the event that the
delivery partner is unable to update accurate details in the systems of Flipkarona
regarding the product that has been picked up including tracking details for
the product.
In the event the customer has opted for self shipment, for
any reason, and not routed the return via the delivery agents assigned by Flipkarona.
In the event that the customer has mistakenly returned additional products
along with the products for which the return was initiated.
Instant Refunds are not available for customers who have
purchased products from Resellers on the Flipkarona platform. Flipkarona may not be able to process Instant
Refunds in the event of unavailability of services due to any reason including
technical issues and downtime, which may
include: (a) downtime in the bank servers which will hamper Flipkarona’s
ability to process the refunds, (b) downtime in the Flipkarona platform or
communication channel which disrupts the ability of the delivery partner to
update the status of the pick up, or (c) other technical reasons which disrupts
the process of return and refunds, as may be applicable.
Instant Refunds will not be processed if the bank details or
UPI ID is not provided or is inaccurate.
Flipkarona reserves the right in its sole discretion to
refuse Instant Refund for reasons including but not limited to: (i) any fraud
or malpractice committed by the user and detected by Flipkarona at any point of
time, (ii) for any other reason that Flipkarona may deem fit.
Miscellaneous
Please note that all the customer claims and requests for return/refund shall be subject to Flipkarona’s satisfaction.
Flipkarona reserves the right, at its sole discretion, to
amend, change, modify, add or remove any portion of this policy at any time
without any prior written notice to you. It is your responsibility to review
this policy periodically for any updates/ changes.
For any further queries regarding return, exchange or
refund, please reach out to customer support at support@infoskaters.com.