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Product Return Policy Document
The customer is allowed to raise a request for replacement/exchange or refund within 7 days from the order delivery date.
When a customer places a return request, he is asked to state the reason for placing the return request. The same is conveyed to the seller through an email. Incase of any query, seller can send an e-mail to Sellers Help at Uniek Ventures / Uniekart, after receiving the returned product.
NOTE: “The customer is allowed to raise the first request for replacement/exchange or refund only within 7 days from the order delivery date. The actual date of product return may fall beyond this 7 day window (since customers at times are asked to visit customer service centres for resolving issues), but those cases will still qualify for replacement/exchange or refund as per the “Customer Trust pay Policy”.
Product Return Request Acceptance Criteria
To know everything about the conditions under which the product return will be accepted, please refer easy return policy.
2.RETURN TO ORIGIN (RTO)
Return to Origin (RTO) refers to cases related to the product(s) that has/have -
For RTO cases, all charges are borne by Seller. Also the seller rating remains unaffected.
Please refer to “Seller Trust pay Policy” mentioned in Section 5 of this document to know about the timelines within which the product will be returned back to the seller.
Reverse pickup refers to those cases where the customer has requested for either a replacement/exchange or return post-delivery of the order.
The order is picked by the courier partner from customer and is forwarded to seller. Support team will check the customer complaint and validation is done after checking it with sellers and verify if customer complaint was correct, genuine and seller is at fault.
In case of replacement/exchange or return of product due to any reason as mentioned in the seller agreement or the table below, the following fees will be charged/reversed to the seller:
Reverse Pick Up Fee
* Payment collection fees and marketing fees will be applicable later once implemented.
Following cases are seller’s fault and products will be eligible for return/ replacement -
Fake Product Delivered
Freebie not received
Invoice not received (IMEI for mobiles)
Manufacturing defect/ Faulty product
Partial Order Ship together/ Missing items
Used Product Delivered
Past expiry date
Item not as described (1)
Wrong Product Delivered
(1) “Item not as described” charges will be levied if the product is single seller product
In case the returned product remains undelivered to the seller because either seller is not available at the delivery location or seller refuses to accept the product, then:
Day on which product is
delivered to the seller
by Uniek Ventures / Uniekart to seller
From the 46th day and till the expiry of 60th day from the date of dispatch of the order
by the seller
5% of the seller proceeds as well as the product
Post expiry of 60th day from the date of dispatch of the
order by the seller
Order accepted by seller
10% of the seller proceeds as well as the product
Order not accepted by seller
Value of the product on the Invoice - 100% of the seller proceeds without seller’s
claim on the product
* Return update date is the date on which Uniek Ventures / Uniekart updates the ‘return delivered date’ on seller’s panel
Nature of complaint
Remedial Action by Uniek Ventures / Uniekart
Monetary Penalty for Dropship/Oneship/
Oneship Plus Model
Counterfeit product/Fak e Product (includes products without manufacturing warranty)
Recall product from customer and send it back
to seller in case seller’s fault is established and the product is in good condition
If proved counterfeit,
GMV or Rs. 5,00,000
whichever is higher and delisting from
Uniek Ventures / Uniekart
Rs. 1,00,000 (If number of complaints > 2% of monthly shipped orders)
Faulty & Defective product
Customer wants to change size
Recall product from customer and send it back to seller if the product is in good condition
Customer doesn’t want product anymore
Max of 3X marketing fee or Rs 500
NOTE: Apart from above mentioned monetary penalties, seller rating will also be impacted (applicable only in cases where monetary penalty is applicable as mentioned above). However, in case seller dispute is accepted, the rating will be reversed.
Seller should have their products insured while selling their products on website www.uniekart.com. Uniek Ventures / Uniekart will not be responsible for the lost, wrong/empty/partial and damaged product.
Seller products will get upto Rs 2000 whichever is lesser as per the order invoiced for the product for only loss of products while in transit by the delivery partner Delhivery, more than that you can opt for getting covered by your insurance company. Delivery partner will provide you a fact sheet for claiming insurance from your insurance company.
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