Return, Replacement and Refund Policy

1. Marketplace Model

Takora Mart operates as a technology-enabled marketplace that facilitates transactions between buyers and independent sellers. Returns, replacements, and refunds shall be processed in accordance with this Policy, the applicable seller return policy, and applicable law.

2. Eligible Returns

A return or replacement may be available in the following circumstances:

• The wrong product is delivered;
• The product is defective, damaged, expired, counterfeit, or materially different from its description;
• The product is missing parts or accessories;
• The product is incomplete or tampered with at the time of delivery; or
• Any other circumstance expressly covered under the applicable seller return policy or applicable law.

3. Non-Returnable Products

Unless otherwise required by applicable law, returns or replacements may not be available for:

• Perishable goods;
• Customised or personalised products;
• Products made to order;
• Intimate wear, innerwear, swimwear, and certain hygiene products after delivery;
• Sealed products that are unsuitable for return once opened for health or hygiene reasons;
• Digital products, downloadable content, software licences, subscriptions, gift cards, vouchers, or similar digital services once activated or accessed; or
• Products specifically identified as "Non-Returnable" on the product page.

4. Return Conditions

To qualify for a return or replacement, the product must:

• Be returned within the applicable return window;
• Be unused or in the condition specified in the seller's return policy, except where the defect could not reasonably have been discovered without use;
• Include the original packaging, tags, manuals, warranty cards, accessories, invoices, and free promotional items, where applicable; and
• Not show signs of misuse, negligence, alteration, or accidental damage attributable to the customer.

5. Return Request Process

Customers must submit a return request through the Platform within the applicable return period and provide reasonable information, photographs, videos, or other evidence, where requested, to facilitate verification.

6. Inspection

Returned products may be inspected by the seller, Takora Mart, authorised service centres, quality assurance personnel, or logistics partners to determine eligibility for a return, replacement, repair, or refund.

7. Replacement

Where available, eligible products may be replaced with the same or an equivalent product, subject to stock availability and seller approval.

8. Refunds

Approved refunds shall ordinarily be processed using one of the following methods:

• To the original payment method;
• As Wallet or Store Credit, where selected by the customer or permitted under applicable law; or
• Through any other lawful refund mechanism.

Unless otherwise stated or mutually agreed upon between Takora Mart and the customer, refunds for payments made via electronic means (e.g., debit card, credit card, net banking, UPI) shall be processed back to the original payment method. Alternatively, they may be provided in the form of store credit, cashback, coupons, or promotional codes to be used against subsequent invoices for transactions on the Takora Mart Platform, in accordance with specified terms such as validity periods. The timeframe for the refunded amount to reflect in the customer's account is subject to the respective bank's policies. For products purchased on a Cash on Delivery (COD) basis, refunds shall exclusively be issued as promotional codes, which shall remain valid for thirty (30) days from the date of issuance. Customers who made online payments may also opt to receive their refunds as promotional codes. Once a refund is initiated in the form of store credit, cashback, a coupon, or a promotional code, it cannot be transferred to any other payment method. Any other promotional codes issued (unrelated to COD refunds) shall expire within seven (7) days from the date of issuance. Refund timelines may vary depending on the payment method, banking systems, payment service providers, and applicable regulatory requirements.

9. Shipping Charges

Shipping, delivery, packaging, Cash on Delivery (COD), installation, convenience, or other service charges may be non-refundable unless:

• Required by applicable law;
• The return is due to a seller error;
• The product is defective, damaged, counterfeit, or incorrectly delivered; or
• Otherwise stated in the applicable seller policy.

10. Cancellation of Refund

Takora Mart or the seller may reject or cancel a return, replacement, or refund request where:

• False or misleading information is provided;
• The product is ineligible under this Policy;
• Evidence of misuse, abuse, fraud, or policy violation exists;
• The returned product differs materially from the product originally supplied; or
• Mandatory verification cannot be completed.

11. Fraud Prevention

Takora Mart reserves the right to investigate suspicious return patterns, excessive returns, refund abuse, chargeback abuse, or fraudulent claims and may suspend accounts, refuse future return requests, or take other lawful action.

12. Seller Responsibility

Sellers remain responsible for complying with applicable consumer protection laws, honouring valid return and warranty obligations, and providing accurate product descriptions.

13. Customer Rights

Nothing in this Policy limits or excludes any statutory rights available to consumers under applicable law. Consumers shall continue to enjoy all non-waivable rights and remedies available under the Consumer Protection Act, 2019, and other applicable laws.

14. Return Pickup and Reverse Logistics

Where eligible, Takora Mart or the seller may arrange for the pickup of the returned product through an authorised logistics partner. Return pickup is subject to the serviceability of the customer's location. Where pickup is unavailable, the customer may be required to self-ship the product to the address communicated by Takora Mart or the seller. Reasonable return shipping charges may be reimbursed where the return is approved and such reimbursement is provided under the applicable policy.

15. Open-Box Delivery

For selected products, an Open-Box Delivery may be offered. Customers are encouraged to inspect the product at the time of delivery. Once an Open-Box Delivery is accepted without reporting any visible damage, missing items, or incorrect products, claims relating to such visible issues may be rejected, without affecting the customer's statutory rights in respect of latent or manufacturing defects.

16. Exchange Policy

Eligible products may be exchanged for the same product or a substantially similar product, subject to stock availability, seller approval, and applicable product-specific conditions. Exchange requests shall be processed in accordance with the applicable exchange policy displayed on the product page.

17. Manufacturer Warranty

Products covered by a manufacturer's warranty shall be governed by the warranty terms of the respective manufacturer. Takora Mart acts solely as a marketplace facilitator and is not responsible for the performance of manufacturer warranty obligations unless expressly stated otherwise.

18. Refund Timelines

Once a refund is approved:

• UPI and Wallet refunds shall ordinarily be initiated within 1-3 business days;
• Credit Card, Debit Card, and Net Banking refunds shall ordinarily be initiated within 3-7 business days;
• Cash on Delivery (COD) refunds shall ordinarily be processed to the customer's nominated bank account, UPI ID, or Wallet within 3-7 business days after verification;
• Actual credit timelines may vary depending on banks, payment service providers, payment aggregators, and regulatory processes.

19. Partial Refunds

Where only part of an order is returned, or where only certain products qualify for a refund, Takora Mart or the seller may issue a partial refund corresponding to the eligible products. Shipping, installation, convenience, or other service charges may be deducted where disclosed and permitted by applicable law.

20. Return Verification

Returned products may undergo a quality inspection to verify their condition and eligibility. Refunds or replacements shall be processed only after successful verification, except where immediate refunds are required by applicable law or Platform policy.

21. Non-Delivery and Refused Shipments

If an order is returned because of an incorrect address, repeated failed delivery attempts, refusal to accept delivery, failure to complete verification, or non-payment of a Cash on Delivery order, the refund, if any, shall be processed after deducting applicable shipping, return logistics, or other charges where disclosed and legally permissible.

22. Cross-Border Orders

For international transactions, return, replacement, refund eligibility, customs duties, import taxes, export restrictions, shipping costs, and other charges shall be governed by the applicable product listing, seller policy, destination country laws, and applicable international trade regulations.

23. Misuse of the Return Policy

Takora Mart reserves the right to reject return or refund requests, suspend accounts, restrict return privileges, withdraw Cash on Delivery (COD) facilities, or take other lawful action where there is evidence of fraudulent returns, excessive return abuse, false claims, chargeback abuse, product swapping, or any attempt to misuse the Platform.

24. Seller-Specific Policies

Certain sellers or product categories may have separate return windows, replacement conditions, warranty terms, or service procedures. Such conditions shall be clearly disclosed on the relevant product page and shall apply in addition to this Policy, provided they do not reduce any mandatory consumer rights under applicable law.

25. Final Decision

Takora Mart may facilitate the resolution of return, replacement, and refund requests between buyers and sellers. Decisions shall be based on the available evidence, applicable Platform policies, seller policies, and applicable law. Nothing in this clause limits the customer's right to seek remedies before appropriate consumer dispute resolution authorities or other competent forums under applicable law.

26. Policy Amendments

Takora Mart reserves the right to modify this Return, Replacement and Refund Policy at any time to reflect changes in business operations, technology, legal requirements, or regulatory directions. Updated versions shall become effective upon publication on the Platform unless otherwise required by applicable law.

27. Applicable Laws

This Policy shall be governed by:

• The Consumer Protection Act, 2019;
• The Consumer Protection (E-Commerce) Rules, 2020;
• The Indian Contract Act, 1872;
• The Sale of Goods Act, 1930 (where applicable);
• The Information Technology Act, 2000;
• The Digital Personal Data Protection Act, 2023;
• The Legal Metrology Act, 2009 and the Legal Metrology (Packaged Commodities) Rules, 2011 (where applicable); and
• All other applicable laws, rules, regulations, notifications, and judicial decisions in force in India.