Capitalised terms in this Return, Refund and Cancellation Policy (“Policy”) shall have a meaning within the Terms of Use unless specifically defined herein.

The return, refund and cancellation Policy on the orders placed on the Platform may vary from Merchant to Merchant in which case the same would be specified on the Platform in an accessible manner.

Certain products are not returnable. The information will be indicated on the relevant page of the Platform in an accessible manner.

Certain orders are non-cancellable. The information will be indicated on the relevant page of the Platform in an accessible manner.

For returnable orders, users can initiate the return. Products must be in original condition for return to be successful. The logistic partner of the Merchant will arrange a reverse pick up to collect the product from the user location. The refund will be processed once the Merchant has received the products, in the event the order is a cash on delivery order, the user shall receive a store credit on the Platform.

For cancellable orders, customer can cancel the orders anytime before it is shipped. Orders cannot be cancelled after they are shipped unless permitted by the Platform or the Merchant.

Standard Return Policy for a Merchant on the Platform

The Policy dictates the terms in the event post delivery support is required by the user, the Policy provides the Merchants to offer the choice of exchange, replacement, or refund for their products.

A Proof of Dispatch (“POD”) clause is applicable for a Merchant in the case a request for post-delivery support is raised. A Merchant must have POD in the form of a picture or a video of the product, both packaged and unpackaged, to verify the state of the items delivered.

• Defect, Damage Product, or Wrong Item Delivered for all Categories

  The user shall be required to raise a ticket by sending an email to support@dhihyperlocal.com , after a ticket for the defective, damaged, unsatisfactory quality, incorrect size/color, or the size does not match the size chart or the color of the item is different than its description on the product or wrong item is delivered, a Merchant needs to provide POD i.e. a picture or a video of the item in its package, unpacked. Similarly, the pictures/ videos received from the users will be shared with the Merchant. After a brief investigation, if the Merchant is found to be at fault, the settlements of such orders will be marked disputed additionally a Merchant is required to either provide a replacement for the delivered product or provide a confirmation for the refund and pickup for the product.

  The logistics charges are to be borne by the Merchant and/or User for forward shipments of the item depending on information available at product page.

  The logistics charges are to be borne by the Merchant for backward shipments of the item.

• Orders belonging to the Electronics category

  In case a ticket is raised for the order belonging to the electronics section, it's the user's responsibility to raise the same with the manufacturing brand. The settlements of such orders will be marked disputed only in the event where the user has forthwith requested for return of eligible electronics products.

  A Merchant may maintain an open chain of communication with the user, the Platform, and the manufacturing brand to ensure that the user’s issue is resolved. It may include providing a replacement and/or providing a full refund to the user for the item delivered to the extent the products are marked as returnable on the Platform.

  If the Merchant fails to cooperate or respond promptly to escalations within 15 business days, their settlements may be suspended subject to a show cause notice.

  A Merchant must confirm replacement/refund within 3 Days if:

  1. It is determined that the product was damaged before it was delivered to the user and did not suffer any damage during the transit;
  2. A product is different from the description provided on the Platform product page;
  3. If a product is expired or is unfit for its intended use;
  4. If the product is missing essential parts or accessories, the Merchant should provide the missing items or offer a replacement or refund.

  the user ensures that the delivered product is returned in original condition (with brand’s/manufacturer's box, MRP tag intact, user manual, warranty card, and all the accessories therein) back to the Merchant. In the event where the user fails to return the product as specified in this paragraph, the Merchant shall have a right to reject the return and resend the product back to the user.

Contact Us:

For any return-related queries or assistance, feel free to reach out to our customer support team at +91 9981818154 or via email at expert@opendhi.com.

Best regards,

The Dhihyperlocal Team