UNIEKART Product Return Policy

Product Return Policy Document

 

KEY TERMS

  • DROP-SHIP is a delivery model wherein the seller will be responsible for packaging and shipping the product to the customer via courier through one of the courier partners
  • ONE SHIP is a delivery model wherein if the seller receives several orders from the website, then in order to expedite collection and dispatch of such products, a designated courier partner shall first collect all such ordered products from the seller and consolidate them at a designated premise (consolidation centre) and then the respective products will be dispatched to the customers by the courier partners identified by Universal Enterprises / Uniekart
  • FULFILMENT CENTRE is a delivery model wherein the seller may keep the products in the fulfilment centre along with a detailed inventory of the same and Universal Enterprises / Uniekart shall be responsible to package and dispatch the products to the customers as per the orders received by the seller from time to time and in accordance with the directions of the seller
  • RETURN TO ORIGIN (RTO) refers to the scenario wherein the product is returned back to the seller either because it remains undelivered to the customer or because of non-acceptance of product by the customer
  • REVERSE PICKUP (RPU) refers to the situation wherein the product is returned by the customer after delivery

 

1.CUSTOMER TRUST PAY POLICY

 

Timelines

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 Universal Enterprises / 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 -

  • Not been delivered to the customer OR
  • Not been accepted by the customer even after 3 required attempts for delivery are made by the courier partner

Applicable Charges

For RTO cases, all charges are borne by Seller. Also the seller rating remains unaffected.

Timelines

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.

3.REVERSE PICKUP (RPU)

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.

Applicable Charges

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:

 

 

Shipping Fee

Reverse Pick Up Fee

Payment Collection

Fee

Marketing Fee

Replacement/ Exchange

Charged

Charged

Charged

Charged

 

Return

Charged

Charged

Charged

Charged

 

* 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 -

 

 

Issue Categories

 

DROPSHIP

Fake Product Delivered

SELLER

Freebie not received

SELLER

Invoice not received (IMEI for mobiles)

SELLER

Manufacturing defect/ Faulty product

SELLER

Partial Order Ship together/ Missing items

SELLER

Used Product Delivered

SELLER

Past expiry date

SELLER

Item not as described (1)

SELLER

Wrong Product Delivered

SELLER

(1) “Item not as described” charges will be levied if the product is single seller product

  • Additionally, in cases of returns due to seller’s fault, the seller is liable to pay monetary penalties according to Section 7 of this document

Timelines

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.

4.PRODUCT REMAINS UNDELIVERED DUE TO SELLER’S NON- AVAILABILITY/NON-ACCEPTANCE

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:

  • Universal Enterprises / Uniekart will send a communication to the seller after receiving non delivery confirmation from courier partner
  • If the seller does not respond back in 2 working days, Universal Enterprises / Uniekart will instruct the courier partner for second attempt for the delivery of the returned product.
  • If the seller responds back, Universal Enterprises / Uniekart will arrange a second attempt as per the seller’s request. The seller is entitled to request for a delivery attempt not later than 3 calendar days of first communication
  • If the product remains undelivered even after the second attempt, Universal Enterprises / Uniekart will send the communication to the seller about such second attempt and thereafter Universal Enterprises / Uniekart will not entertain any request or claims regarding the same. It shall also be presumed that the seller has waived all the ownership rights vested in the product shipped to the customer and thus the product will become an unclaimed shipment/product
  • Further, due to cost and space constraints, Universal Enterprises / Uniekart reserves all rights to liquidate all such unclaimed products without any obligations of any kind to the seller or any third party/parties.

                       

5.SELLER TRUST PAY

  • The seller must accept all products returned under this policy
  • The returned order must reach the seller on or before the expiry of 45 days from the date  of dispatch of the order by the seller.
  • In case the timeline of 45 days is breached, the following reimbursements are provided by Universal Enterprises / Uniekart to the seller based on the day the order is delivered back to the seller:

 

S.No.

Day on which product is

delivered to the seller

Order acceptance

condition

Reimbursement provided

by Universal Enterprises / Uniekart to seller

 

1

From the 46th day and till the expiry of 60th day from the date of dispatch of the order

by the seller

 

N/A

 

5% of the seller proceeds as well as the product

 

2

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

 

3

Post expiry of 60th day from the date of dispatch of the

order by the seller

Order not accepted by seller

Value of the product on the Invoice - 100% of the seller proceeds without seller’s

claim on the product

 

Note:

  • Post-delivery of the returned product, the seller should acknowledge the receipt of product in the shipping panel by marking it as return accepted
  • In case the seller does not acknowledge the receipt of the product in the shipping panel, the return will automatically be marked as accepted after the expiry of 7 days from the day return is updated in the panel. Also, the seller will not be eligible for raising a dispute.
  • The seller should not mark the return as accepted in the shipping panel if the seller wishes to raise a dispute and unless the dispute is resolved by Universal Enterprises / Uniekart
  • In the event the seller refuses to accept the returned product within 60 days, then the date on which the seller refused to accept the returned product shall be deemed to be the date of delivery of the returned product for the above purposes
  • For orders which are manifested, picked by courier, but cancelled, seller trust pay policy will be applicable
  • Date of dispatch is the date on which the order was shipped by the seller

6.SELLER DISPUTES

Timelines

  • If a seller needs to raise a dispute with respect to the returned order, the seller must do so within 7 calendar days of return update date*. Any dispute raised post 7 calendar days of return update date* shall not be entertained by Universal Enterprises / Uniekart
  • In case the seller does not receive the product and the courier partner confirms delivery of the product to Universal Enterprises / Uniekart, the seller should raise a claim within 7 calendar days of return update date*. Failure to raise a claim within the stipulated timeline would lead to the shipment being marked by Universal Enterprises / Uniekart as return accepted, which will be final and binding. No claim would be entertained thereafter by Universal Enterprises / Uniekart
  • When a product is delivered to the seller, the seller should stamp and sign the Proof of Delivery (POD)
  • In case the seller receives a wrong /empty /partial/ damaged product, then the seller should mention the relevant issue (“wrong /empty /partial product”) on POD
  • Seller has to compulsory monitor and take the videos with date and time of the packing before shipping and also at the time of unpacking the products while received once the customer has canceled/returned, as a safety procedure while claiming for customer complaints and disputed products. Which should be forwarded to Universal Enterprises / Uniekart at the time of customer complaint for verification. Sole decision will be taken once checked and verified by support team of Universal Enterprises / Uniekart.

* Return update date is the date on which Universal Enterprises / Uniekart updates the ‘return delivered date’ on seller’s panel

                      

7.RETURN RELATED MONETARY PENALTIES IN CASE OF CUSTOMER COMPLAINTS

  • According to the nature of complaint of the customer for placing a return request, the following penalties will be levied on the seller:

 

Nature of complaint

Remedial Action by Universal Enterprises / 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

Universal Enterprises / Uniekart

 

Used Product

Rs. 1,00,000 (If number of complaints > 2% of monthly shipped orders)

Damaged product

No Penalty

Faulty & Defective product

 

No Penalty

Customer wants to change size

Recall product from customer and send it back to seller if the product is in good condition

No penalty

Customer doesn’t want product anymore

No penalty

 

Wrong Product Delivered

Recall product from customer and send it back

to seller in case seller’s fault is established and the product is in good condition

 

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.

  1. Insurance

Seller should have their products insured while selling their products on website www.uniekart.com. Universal Enterprises / 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.

Product Return Policy Document
 
KEY TERMS
 
DROP-SHIP is a delivery model wherein the seller will be responsible for packaging and shipping the product to the customer via courier through one of the courier partners
 
ONE SHIP is a delivery model wherein if the seller receives several orders from the website, then in order to expedite collection and dispatch of such products, a designated courier partner shall first collect all such ordered products from the seller and consolidate them at a designated premise (consolidation centre) and then the respective products will be dispatched to the customers by the courier partners identified by Universal Enterprises / Uniekart
 
FULFILMENT CENTRE is a delivery model wherein the seller may keep the products in the fulfilment centre along with a detailed inventory of the same and Universal Enterprises / Uniekart shall be responsible to package and dispatch the products to the customers as per the orders received by the seller from time to time and in accordance with the directions of the seller
 
RETURN TO ORIGIN (RTO) refers to the scenario wherein the product is returned back to the seller either because it remains undelivered to the customer or because of non-acceptance of product by the customer
 
• REVERSE PICKUP (RPU) refers to the situation wherein the product is returned by the customer after delivery
 
 
1. CUSTOMER TRUST PAY POLICY
 
Timelines
 
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 Universal Enterprises / 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 -
 
• Not been delivered to the customer OR
• Not been accepted by the customer even after 3 required attempts for delivery are made by the courier partner
 
 
Applicable Charges
 
For RTO cases, all charges are borne by Seller. Also the seller rating remains unaffected.
 
Timelines
 
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.
 
3. REVERSE PICKUP (RPU)
 
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.
 
Applicable Charges
 
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:
 
Shipping Fee Reverse Pick Up Fee Payment Collection
Fee Marketing Fee
Replacement/ Exchange Charged Charged Charged Charged
 
Return Charged Charged Charged Charged
 
* 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 -
 
 
Issue Categories
DROPSHIP
Fake Product Delivered SELLER
Freebie not received SELLER
Invoice not received (IMEI for mobiles) SELLER
Manufacturing defect/ Faulty product SELLER
Partial Order Ship together/ Missing items SELLER
Used Product Delivered SELLER
Past expiry date SELLER
Item not as described (1) SELLER
Wrong Product Delivered SELLER
 
(1) “Item not as described” charges will be levied if the product is single seller product
 
• Additionally, in cases of returns due to seller’s fault, the seller is liable to pay monetary penalties according to Section 7 of this document
 
Timelines
 
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.
4. PRODUCT REMAINS UNDELIVERED DUE TO SELLER’S NON- AVAILABILITY/NON-ACCEPTANCE
 
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:
 
• Universal Enterprises / Uniekart will send a communication to the seller after receiving non delivery confirmation from courier partner
 
• If the seller does not respond back in 2 working days, Universal Enterprises / Uniekart will instruct the courier partner for second attempt for the delivery of the returned product.
 
• If the seller responds back, Universal Enterprises / Uniekart will arrange a second attempt as per the seller’s request. The seller is entitled to request for a delivery attempt not later than 3 calendar days of first communication
 
• If the product remains undelivered even after the second attempt, Universal Enterprises / Uniekart will send the communication to the seller about such second attempt and thereafter Universal Enterprises / Uniekart will not entertain any request or claims regarding the same. It shall also be presumed that the seller has waived all the ownership rights vested in the product shipped to the customer and thus the product will become an unclaimed shipment/product
 
• Further, due to cost and space constraints, Universal Enterprises / Uniekart reserves all rights to liquidate all such unclaimed products without any obligations of any kind to the seller or any third party/parties.
 
5. SELLER TRUST PAY
 
• The seller must accept all products returned under this policy
• The returned order must reach the seller on or before the expiry of 45 days from the date  of dispatch of the order by the seller.
• In case the timeline of 45 days is breached, the following reimbursements are provided by Universal Enterprises / Uniekart to the seller based on the day the order is delivered back to the seller:
 
S.No. Day on which product is
delivered to the seller Order acceptance
condition Reimbursement provided
by Universal Enterprises / Uniekart to seller
 
1 From the 46th day and till the expiry of 60th day from the date of dispatch of the order
by the seller
N/A
5% of the seller proceeds as well as the product
 
2 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
 
3 Post expiry of 60th day from the date of dispatch of the
order by the seller Order not accepted by seller Value of the product on the Invoice - 100% of the seller proceeds without seller’s
claim on the product
 
Note:
 
• Post-delivery of the returned product, the seller should acknowledge the receipt of product in the shipping panel by marking it as return accepted
 
• In case the seller does not acknowledge the receipt of the product in the shipping panel, the return will automatically be marked as accepted after the expiry of 7 days from the day return is updated in the panel. Also, the seller will not be eligible for raising a dispute.
 
• The seller should not mark the return as accepted in the shipping panel if the seller wishes to raise a dispute and unless the dispute is resolved by Universal Enterprises / Uniekart
 
• In the event the seller refuses to accept the returned product within 60 days, then the date on which the seller refused to accept the returned product shall be deemed to be the date of delivery of the returned product for the above purposes
 
• For orders which are manifested, picked by courier, but cancelled, seller trust pay policy will be applicable
 
• Date of dispatch is the date on which the order was shipped by the seller
 
6. SELLER DISPUTES
 
Timelines
 
• If a seller needs to raise a dispute with respect to the returned order, the seller must do so within 7 calendar days of return update date*. Any dispute raised post 7 calendar days of return update date* shall not be entertained by Universal Enterprises / Uniekart
 
• In case the seller does not receive the product and the courier partner confirms delivery of the product to Universal Enterprises / Uniekart, the seller should raise a claim within 7 calendar days of return update date*. Failure to raise a claim within the stipulated timeline would lead to the shipment being marked by Universal Enterprises / Uniekart as return accepted, which will be final and binding. No claim would be entertained thereafter by Universal Enterprises / Uniekart
 
• When a product is delivered to the seller, the seller should stamp and sign the Proof of Delivery (POD)
 
• In case the seller receives a wrong /empty /partial/ damaged product, then the seller should mention the relevant issue (“wrong /empty /partial product”) on POD
 
• Seller has to compulsory monitor and take the videos with date and time of the packing before shipping and also at the time of unpacking the products while received once the customer has canceled/returned, as a safety procedure while claiming for customer complaints and disputed products. Which should be forwarded to Universal Enterprises / Uniekart at the time of customer complaint for verification. Sole decision will be taken once checked and verified by support team of Universal Enterprises / Uniekart.
 
* Return update date is the date on which Universal Enterprises / Uniekart updates the ‘return delivered date’ on seller’s panel
 
 
7. RETURN RELATED MONETARY PENALTIES IN CASE OF CUSTOMER COMPLAINTS
 
• According to the nature of complaint of the customer for placing a return request, the following penalties will be levied on the seller:
 
 
Nature of complaint Remedial Action by Universal Enterprises / 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
Universal Enterprises / Uniekart
 
Used Product Rs. 1,00,000 (If number of complaints > 2% of monthly shipped orders)
Damaged product No Penalty
Faulty & Defective product
No Penalty
Customer wants to change size Recall product from customer and send it back to seller if the product is in good condition No penalty
Customer doesn’t want product anymore No penalty
 
Wrong Product Delivered Recall product from customer and send it back
to seller in case seller’s fault is established and the product is in good condition
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.
 
8. Insurance
Seller should have their products insured while selling their products on website www.uniekart.com. Universal Enterprises / 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.