ORDER CANCELLATION AND RETURN POLICY
Before Dispatch
Customers can cancel their orders any time before dispatch. Once an order is out for delivery, it cannot be cancelled, though customers can reject it at the doorstep.
Time Window
The cancellation time window varies based on different product categories. Orders cannot be cancelled once this time window has passed.
Cancellation Fee
In some cases, a cancellation fee may be charged if the order is cancelled after the specified time window. The details regarding the time window and any potential fees will be specified on the product page or order confirmation page.
Seller Cancellations
If the seller cancels an order due to unforeseen circumstances, a full refund will be initiated for prepaid orders.
Rights Reserved
Plactive reserves the right to accept or decline any order cancellation. Plactive also reserves the right to modify the cancellation time window or fees at any time. Please ensure you review the specific cancellation terms for each product category when placing an order.
CANCELLATION BY THE SUPPLIER POLICY
Timeframe for Order Cancellation
The supplier may cancel an order under the following conditions: The cancellation must occur within 1 day after the scheduled dispatch date.
Valid Reasons for Cancellation
The supplier may cancel an order for any of the following reasons:
Product Unavailability: The product has been discontinued or is no longer available from the manufacturer.
Stock Issues: The product is out of stock or cannot be replenished in time.
Pricing or Description Errors: There are significant inaccuracies in the product’s pricing or description.
Material Shortages: The supplier is unable to source necessary materials or components to complete the order.
Logistical Challenges: The supplier encounters unforeseen logistical issues that prevent timely dispatch.
Force Majeure: Unforeseen events or circumstances beyond the supplier’s control, such as natural disasters or strikes, prevent the fulfilment of the order.
RETURNS POLICY
Returns are provided directly by the respective sellers under this policy, offering options for exchange, replacement, and/or refund. The return policy for each product category may vary, and the specific return/replacement policy provided on the product page will take precedence over the general returns policy.
Key Points:
Seller-Provided Returns: Returns, exchanges, replacements, and refunds are handled directly by the respective sellers.
Category-Specific Policies: Not all products within a category will have the same returns policy. Always check the product page for the specific return/replacement policy applicable to your item.
Exceptions: The product page will detail any exceptions to the returns policy. Refer to the item’s page for these details and the table below.
RETURNS POLICY OVERVIEW
The returns policy is divided into three parts. Please read all sections carefully to understand the conditions and cases under which returns will be accepted.
Part 1: General Conditions for Returns
Eligibility: Returns must be initiated within the specified return period, as detailed on the product page.
Condition: Products must be returned in their original condition, with all tags, packaging, and accessories included.
Proof of Purchase: A valid proof of purchase is required for all returns.
Non-Returnable Items: Certain items may not be eligible for return, including perishable goods, custom-made items, and items marked as non-returnable on the product page, product related to hygiene concerns cannot be return i.e., products related to children and infants.
Part 2: Process for Returns
Initiating a Return: To initiate a return, follow the instructions provided on the product page or contact customer service.
Approval and Pickup: Once the return request is approved, the product will be scheduled for pickup. Ensure the product is properly packed for return.
Inspection and Refund: After the returned product is inspected, a refund or replacement will be processed as per the product’s return policy.
Part 3: Exceptions and Special Cases
Damaged or Defective Items: If the product is received in a damaged or defective condition, report it immediately to customer service for a replacement or refund.
Wrong Item Received: If you receive an incorrect item, contact customer service for a replacement or refund.
Exchange Requests: Exchanges are subject to availability. If an exchange is not possible, a refund will be provided.
For detailed information, always refer to the specific return/replacement policy on the product page. Always follow the return instructions on the package.
RETURN CATEGORY & POSSIBLE ACTION PLAN
PART- 1
|
Category |
Returns Window, Actions Possible and Conditions (if any) |
|
Kids Furniture Pet Supplies & Rest of Home, Large toys, outdoor and sports toys, gym, |
10 days Refund or Replacement
|
|
Lifestyle: Watch, T-Shirt, Footwear, Shorts, Bags, Raincoat, Sunglass, Belt, Frame, Backpack, Suitcase, Luggage, etc… Lifestyle: Jewellery, Footwear Accessories, Travel Accessories, Watch Accessories, etc.. Lifestyle: WinterWear(sweatshirt, jacket, sweater, cardigan, kids_thermal, pullover, windcheater, track_suit, thermal, track_top, glove, muffler, scarf, blazer, uniform_sweatshirt, uniform_blazer, kids_muffler, kids_mitten, shrug, poncho,uniform_sweater, cap, waistcoat, leg_warmer, legging,elder_halloween_costume) |
3 days Refund, Replacement or Exchange |
|
Home: Home Improvement Tools, Household Items, Home décor, Furnishing |
3 days Refund or replacement |
|
Books (All books) Sports Equipment (Racquet, ball, support, gloves, bags etc.) Exercise & Fitness Equipment (Home Gym combos, dumbbell etc.) Auto Accessories – Car and Bike accessories (helmets, car kit, media players etc.) |
3 days Replacement only Free replacement will be provided within 3 days if the product is delivered in defective/damaged condition or different from the ordered item. Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product. |
|
Toys (Remote controlled toys, Learning toys, Stuffed toys etc.) Stationary (Pens, Diary notebooks, Calculators etc.) Musical Instruments (Microphones & Accessories, Guitars, Violins etc.) |
3 days Replacement only Free replacement will be provided within 7 days if the product is delivered in defective/damaged condition or different from the ordered item. Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product. Non-Returnable – All Wind Instruments (Harmonicas, Flutes etc.) This item is non-returnable due to hygiene and personal wellness. In case these products are delivered in damaged/defective condition or different from the ordered item, we will provide a free replacement. |
|
Electronics & Electrical – All Small Home Appliances, Juicer, watch, Speaker, Mic, Headphone, Ring, Power Bank, Furniture – Hammock Swing & Stool |
3 days Replacement only In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit. If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service centre to resolve any subsequent issues. In any case, only one replacement shall be provided. |
|
No Questions Asked | 3 days Refund or replacement This policy enables easy product return requests for customers through the Platform, subject to product validations at the time of pick-up and fraud prevention mechanisms. This policy shall be applicable only if the product was bought when this policy was applicable to the product. If not, the policy provided here shall apply to the order. It is clarified that a customer may only be able to seek a one-time replacement under this Policy, subject to the other terms provided herein. Exceptions to this policy: Following claims will be covered under the policy provided and through corresponding validation processes a. product undelivered b. product/accessories missing c. wrong product/accessories delivered |
|
No Returns categories |
Some products in the above categories are not returnable due to their nature or other reasons. For all products, the policy on the product page shall prevail. You can view the complete list of non-returnable products link of non-returnable products |
|
Refurbished |
3 days Replacement only To help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit. If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to the warranty partner for resolving any subsequent issues. |
RETURNS PICK-UP AND PROCESSING
Part 2
Returns Pick-Up and Processing In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address During pick-up, your product will be checked for the following conditions:
Conditions for Refusal of Acceptance
The field executive will refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Part 3
In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement of the particular accessory or issue an E-Gift Card for an amount equivalent to the price of the accessory, at the seller’s discretion.
During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, these category-specific replacement/return general conditions will be applicable. Click here ( link to open box delivery policy) to know more about Open Box Delivery
For products where installation is provided by Plactive’s service partners, do not open the product packaging by yourself. Plactive authorised personnel shall help in unboxing and installation of the product.
For any furniture product-related issues, authorized service personnel will conduct an inspection free of cost. The primary approach to resolving the issue will involve replacing the faulty or defective part of the product. A full replacement will be provided only if the authorized service personnel determine that replacing the faulty or defective part will not adequately resolve the issue.
Plactive holds the right to restrict the number of returns created per order unit, post the evaluation of the product/order defect is undertaken by Plactive’s authorized representative.