Refund Policy
SmartCart Returns, Refunds, and Exchange Policy
This policy outlines the process and conditions for returning products purchased on the SmartCart Platform (website and mobile application). Please read this policy carefully.
1. SmartCart General Policy
A. Applicable Return Window
The return window for most products on SmartCart is 7 to 10 days from the date of delivery. However, the exact return window and acceptable actions (Refund, Replacement, or Exchange) are product-specific. Always check the return policy explicitly stated on the product page before purchase.
B. General Conditions for Return Acceptance
For a return request to be successfully processed, the following conditions must be strictly met:
- Return Window: The request must be initiated within the specified return window for that product.
- Product Condition: The product must be unused, unwashed, uninstalled, and in its original condition.
- Original Packaging: The product must be returned in its original packaging, including the box, user manual, warranty cards, and all original accessories and freebies.
- Tags Intact: The original brand/price tags, undelivered MRP tags, or stickers must be intact and attached.
- Proof of Purchase: The original invoice or a copy of the Order ID must be available.
2. Product Category-Specific Return Policies
Different product types have varying return policies due to their nature, shelf life, or usage requirements:
|
Product Category |
Return Window (Days) |
Acceptable Action(s) |
Key Conditions/Exceptions |
|---|---|---|---|
|
Electronics (Mobiles, Laptops, Tablets) |
7 Days |
Replacement Only |
Only accepted if the product is defective, damaged, or "Not As Described." The device must be factory reset with screen locks and cloud accounts disabled before return. |
|
Fashion & Lifestyle (Clothing, Footwear) |
10 Days |
Refund/Exchange |
Accepted for size, fit, or color issues. Product must be unused and not washed, with all tags intact. |
|
Groceries & Perishables (Fruits, Vegetables, Dairy) |
24 Hours |
Refund Only |
Only accepted if the product is expired, damaged, or defective at the time of delivery. |
|
Home & Kitchen Appliances (Requiring Installation) |
10 Days |
Replacement Only |
Return/Replacement is only valid if the installation was performed by an authorized brand technician. Any defects found post-installation must be addressed via the brand warranty. |
|
Non-Returnable Items |
N/A |
N/A |
Certain products (e.g., innerwear, customized items, personal care goods like perfumes, or products explicitly marked as non-returnable on the product page) are not eligible for return or exchange. |
3. Return Initiation and Process
Step 1: Raise a Request
The customer must initiate the return/replacement request through the SmartCart Platform (My Orders section) or by contacting Customer Support within the applicable return window.
Step 2: Quality Check (QC)
A successful return is dependent on a strict Quality Check (QC) process:
- During Pickup: Our delivery partner will conduct a preliminary QC at the time of pickup to verify the product's condition, tags, and packaging. If the QC fails at this stage (e.g., product is used, damaged, or missing parts), the product will not be accepted for return.
- Post-Receipt QC: A final QC will be performed at our warehouse.
Step 3: Resolution
Upon successful QC verification, the final resolution (Replacement, Exchange, or Refund) will be processed.
4. Refund Policy and Timelines
A full refund will be initiated only after the returned item successfully passes the final Quality Check (QC) at the SmartCart warehouse.
|
Refund Method |
Estimated Refund Timeline (After Successful QC) |
|---|---|
|
SmartCart Wallet/Store Credit |
Instant (within 1 hour) |
|
Credit/Debit Card / UPI / Net Banking |
5 to 7 Business Days |
|
Cash on Delivery (COD) |
7 to 10 Business Days (via NEFT transfer to your bank account provided at the time of return request) |
Note on Shipping and COD Fees: Any original shipping charges, COD fees, or taxes (GST) paid on the product amount will be refunded where the product is defective, damaged, or incorrectly delivered.
5. Cancellation Policy
A. Pre-Shipment Cancellation
You can cancel your order free of charge at any time before the order has been shipped. Once a cancellation is successful, the refund for prepaid orders will be initiated immediately.
B. Post-Shipment Cancellation (Refusal at Delivery)
If you refuse to accept a product at the time of delivery (post-shipment), the order will be marked as cancelled. A partial fee may be deducted from your refund to cover the forward and return shipping charges incurred.
C. Cancellation by SmartCart
SmartCart reserves the right to cancel an order due to reasons including, but not limited to, product unavailability, unforeseen circumstances (force majeure), or detection of suspected fraudulent activity. In such cases, a full refund will be processed promptly for prepaid orders.
6. Contact Information
For any questions, clarifications, or to initiate a return request, please contact our Customer Support team:
- Support Email: [smartcartbuyer@gmail.com]
- Customer Support Page: [Contact US Page]