JIOMART PARTNER RETURN AND REFUND POLICY

Welcome to JioMart Partner Platform!

This policy constitutes an agreement between Reliance Retail Limited, (“ Reliance ”, “ we ”, “ us ” or “ our ”) which operates the mobile application/website www.jiomarpartners.com, (collectively referred to as the “ JioMart Partner Platform ”) through which it inter alia facilitates the sale and purchase of diverse range of products listed (“ Products ”) and you, the user of the JioMart Partner Platform (“ User ” or “ Users ” or “ you ” or “ your ”).

We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the JioMart Partner Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.

For the purposes of this policy: (a) “ JioMart Partner Platform ” means the website www.jiomarpartners.com, which includes its corresponding mobile application or any other digital platforms, applications and/or operating system as provided by Reliance, on which the Partner may avail the Services (defined below) and includes applications controlled and managed by Reliance which interact with one or more such mobile applications/ websites/ tablets and digital modes as provided by Reliance or its affiliates; (b) “ Products ” shall mean the variety of products offered for sale to you on the JioMart Partner Platform; and (c) Reliance and you are hereinafter individually referred to as “ Party ” and collectively as “ Parties ”.

It is clarified that this policy is read in conjunction with the JioMart Partner Terms and Conditions and the JioMart Partner Terms and Conditions are incorporated herein by reference.

1. APPLICABILITY OF POLICY

• 1.1 By agreeing to use the JioMart Partner Platform and/or initiating a request for purchase of Product(s) on the JioMart Partner Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the JioMart Partner Platform.

• 1.2 Please note that we may from time to time change the terms of the Policy that govern your return, refund or cancellation of an order for Products on the JioMart Partner Platform. Every time you wish to use the JioMart Partner Platform, please check this Policy to ensure you understand the terms and conditions with respect to the cancellation, return and refund policies that apply at that time. In the event you do not agree to the terms of this Policy, please cease usage of the JioMart Partner Platform.

2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

• 2.1. Cancellation of Products

  • (a) You can cancel orders via placing a request online on the JioMart Partner Platform for Products partially or fully prior to generation and processing of the invoice in relation to such Products by us. Once the invoice has been generated and processed, cancellation of an order is allowed only when the entire order is cancelled and User cannot initiate partial cancellation at shipment stage. For any order to be cancelled after the order has been shipped, shipping charges (wherever applicable) shall not be refunded to the User.

  • (b) In case you change your mind in relation to a particular order of the Products, you may cancel the placed purchase order, by making such cancellation request to our sales officer.

  • (c) On receipt of the cancellation request prior to generation and processing of the invoice we shall cancel the order and initiate the refund for the Products within 5 (five) business days from the intimation of acceptance of cancellation request from you. The refund amount may be refunded to you through the same mode of payment used by you for the purchase of the Products or it may be credited into your wallet associated with the JioMart Partner Platform (“ Wallet ”), as may be chosen by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your action which is subject to your financial institution or payment solution provider’s terms and conditions. All refunds shall be subject to applicable policies and charges of the User’s bank/ financial institution.

  • (d) Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) or it may be credited into your Wallet.

• 2.2 Return of Products

  • (a) You may initiate the request for return of the Product if: (i) Product does not match the description provided on the Product description page; (ii) Product does not match the description provided in the order page (iii) Product is defective or damaged or expired; (iv) Product is damaged during shipping or transit; (v) the Product or certain items of the package are missing; (“ Non-Compliant Product ”). You agree that a request for return will only be accepted if you notify Reliance within the return window, which may vary based on type of the Product. You should check the return window for each Product on JioMart Partner Platform before raising the return request and should raise a return request within prescribed timeline from the time at which you receive the delivery of the Product (“ Return Period ”). For the following scenarios the User has to provide the ‘Proof of Delivery’ document to claim for shortage: (a) Outer carton is damaged or not intact; (b) Shipment had multiple boxes but a few are missing during delivery.

  • (b) Please note that there may be Products which are non-returnable due to consumable nature, hygiene/ personal/ wellness purpose, compliance issue on infant and baby food and if it is a customized Product. User should check Product’s returnable or non-returnable nature before making any purchase on JioMart Partner Platform.

  • (c) You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, Product barcode, ratio pack barcode, user manual, warranty cards, and promotional items in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy. The return window of the Products would be as given below:

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  • (d) If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request within 24 hours of the delivery of the Product in this regard with our sales officer or on the JioMart Partner Platform, when the option is available on the JioMart Partner Platform. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. In addition, you can also return the product via door step return facility. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel or sales officer to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.

  • (e) Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag, Product and ratio pack barcodes intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.

  • (f) You agree that we will not accept the return of any Product: (i) if the Product belongs to non-returnable Product category as mentioned below under sub-clause (f) or under clause 2.1(d) above, (ii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.

  • (g) Returns in the categories mentioned under this clause shall only be applicable in the following scenarios: (A) wrong Shipment Delivered, (B) Short Shipment Delivered, (C) Item Missing, (D) Expired product delivered, (E) Damage product delivered.

  • (h) You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:

    • (i) The price tag /bar code, brand tags, original packaging material, accompanying promotional item is intact and not altered, damaged or discarded by you.

    • (ii) Return is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.

    • (iii) The Product(s) if bought as a set should be returned as the complete set.

    • (iv) Products returned should be in unused, undamaged, unwashed and in a saleable condition.

    • (v) We are satisfied that the Product has not been rendered defective or unusable.

    We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

  • (h) Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the JioMart Partner Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.

• 2.3 Refund

  • (a) At the time of raising a request for return or cancelling the Products on the JioMart Partner Platform, you may seek refund for the Non-Compliant Product. Such refund will be made to you only in the event the payment has been received by us for the Product.

  • (b) Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 5- 7 (five to seven) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to you though the original payment mode used by you for the purchase of the Products or it may be credited into your Wallet on the JioMart Partner Platform. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

  • (c) We do not make any cash refunds. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you. Alternatively, at your option, the said amount may be credited to your Wallet on the JioMart Partner Platform which can be used for your subsequent purchases on the JioMart Partner Platform.

  • (d) Refund for returns generated without acceptance of delivery shall be made to the User and shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you.

  • (e) We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.

3. Customer Support

Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at:

Contact Details:

Write to us on: [insert the email id]

Call us at: [insert phone number]