Return Policy

Return Policy

All Products sold on Myshopbazzar should be brand new and 100% genuine. Myshopbazzar's Return Policy covers the buyers against damaged, mis-shipped, defective and not as described products.

» SELLER TRUSTPAY POLICY is a policy which protects sellers from delay in delivery of products returned by customers. Sellers are compensated in case there is a breach of timelines by Myshopbazzar

» 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

» MWH( Myshopbazzar WareHouse)+ is a delivery model wherein the seller may keep the products in the fulfillment centre along with a detailed inventory of the same and Myshopbazzar 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 TRUSTPAY POLICY

1.1. 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 reflect on the comment of return order on your panel. In case of any query, seller can send an e-mail to Sellerssupport@myshopbazzar.com, after receiving the returned product.

In cases where customer raised the request beyond 7 days and Myshopbazzar accepts the product return, the product will not be sent back to the seller.

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

2.1. Applicable Charges

For RTO cases, the seller is not charged any penalty, and all charges are borne by Myshopbazzar. Also the seller rating remains unaffected.

2.2. Timelines

Please refer to "Seller Trustpay 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 taken to Myshopbazzar's reverse centers. Reverse centers are places where customer complaint validation is done on behalf of sellers. Reverse centers check all RPU cases to verify if customer complaint was correct.

Products are sent back to seller only if reverse center confirms that customer complaint is genuine and seller is at fault.

3.1. 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:

 
  Reason Shipping Charge Reverse Pick Up Fee PaymentCollection Fee Commision
 
  Seller's fault Charged Charged Charged Charged
 
Replacement/Exchange No seller fault Reversed Reversed Reversed Reversed
 
  Seller's fault Charged Charged Charged Charged
 
Return No seller fault Reversed Reversed Reversed Reversed
 


Following cases are seller's fault and products will be eligible for return/ replacement-

 
Issue Categories DROPSHIP MWH+
 
Fake Product Delivered Seller Seller
 
Freebie not received Seller  
 
Invoice not received (IMEI for mobiles) Seller  
 
Manufacturing defect/ Faulty product Seller Seller
 
Partial Order Ship together/ Missing items Seller  
 
Used Product Delivered Seller  
 
Past expiry date Seller  
 
Item not as described 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

3.2. Timelines

Please refer to "Seller Trustpay Policy" mentioned in Section 5 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:

» Myshopbazzar 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, Myshopbazzar will instruct the courier partner for second attempt for the delivery of the returned product.

» If the seller responds back, Myshopbazzar 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, Myshopbazzar will send the communication to the seller about such second attempt and thereafter Myshopbazzar 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, Myshopbazzar 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 TRUSTPAY

» The seller must accept all products returned under this policy

» The returned order must reach the seller on or before the expiry of 40 days from the date of dispatch of the order by the seller.

» In case the timeline of 40 days is breached, the following reimbursements are provided by Myshopbazzar 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 byMyshopbazzar to seller

1

From the 41sth day and till the expiry of 60th day from the date of dispatch of the order by the seller

N/A

18% 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

48% of the seller proceeds as well as the product

3

Post expiry of 90th day from the date of dispatch of the order by the seller

Order not accepted by sellers

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 Myshopbazzar

» 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

» In the case of MWH+, product inventory update date will be considered as "return to seller date" for the purpose of above policy.

6. SELLER DISPUTES

6.1. Timelines

» If a seller wants to raise a dispute against the returned order, then he has to raise dispute within 7 calendar days of return update date otherwise it will not be entertained by Myshopbazzar

» In case the seller does not receive the product and the courier partner confirms delivery of the product to Myshopbazzar, the seller should raise a claim within 6 working days of return update date*. Failure to raise a claim within the stipulated timeline would lead to the shipment being marked by Myshopbazzar as return accepted, which will be final and binding. No claim would be entertained thereafter by Myshopbazzar

» 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

* Return update date is the date on which Myshopbazzar updates the 'return delivered date' on seller's panel

6.2. Resolution Mechanism

» Disputes would be resolved and sellers shall be compensated as per "Dispute resolution framework" which is internal to Myshopbazzar

» All genuine claims received within stipulated time period along with requisite proofs will be resolved within 10 calendar days from the date when the claim was raised. The proof of delivery would be conclusive evidence for the closure of such claims. If the dispute is not resolved within 10 days, Myshopbazzar will make payment as per "Dispute resolution framework" and this will be credited to your account in next payment cycle

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 Myshopbazzar  Monetary Penalty for Drop ship Monetary Penalty for MWH+ mode
Counterfeit product/Fake 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 Myshopbazzar If proved counterfeit, GMV or Rs. 5,00,000 whichever is higher and delisting from Myshopbazzar
Used Product If proved counterfeit, GMV or Rs. 5,00,000 whichever is higher and delisting from Myshopbazzar No Penalty
Damaged Product No Penalty No Penalty
Faulty & Defective product(excluding Mobiles and Tablets No Penalty 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 No Penalty
Customer doesn’t want product anymore No Penalty No Penalty
Customer doesn’t want product anymore 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 Commission or Rs 250 No Penalty

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.

» If the seller is selling products in the Mobiles & Tablets category then the seller will be charged with an insurance service fee of Rs 40/- (as may be revised from time to time) plus service tax for each product, against which the seller will be covered against all faulty / defective products claims. No products will be returned to the seller on the grounds of faulty, defective products. To reduce the onus of sellers, it is mandatory for the seller to pay insurance service fee of Rs 40/- per product and upon paying the insurance fees, Myshopbazzar shall handle the claims and provide the resolution pertaining to faulty/defective product exclusively under Mobile and tablets category as per the table appended below

S. No. Percentage (%) Value of product received as faulty, defective and Damaged in a month Resolution for Seller 1 0 to 2.5% of total sales value in a month Seller will be fully insured against the payment made as insurance fees and Myshopbazzar shall not debit any amount 2 2.6 to 5% of total sales value in a month Seller will be debited 45% of the product value 3 5.1 to 10% of total sales value in a month Seller will be debited 100% of the product value and will be required to work as per the mandate of Myshopbazzar 4 10.1 to 15% of total sales vale in a month Seller's product shall be delisted from the website immediately