Returns & Refund Policy (Marketplace)

Quick summary (at a glance)

• Store-led policies, UniToko Baseline protected. Each Store sets return terms; UniToko guarantees minimum protections listed below.
• Timelines matter. Initiate returns within the window shown on the product page and in your order details.
• Condition matters. Keep original packaging, tags, serial/IMEI labels; include all accessories.
• Fastest path. Start in the app: Orders → Help & Returns; attach photos/video for quicker resolution.
• Refunds. Go back to the original payment method; COD refunds to bank/UPI. Processing time depends on payment partners.

1) Definitions

• Store/Seller: An independent business listing and selling products via UniToko.
• Return: Sending an item back for refund.
• Replacement/Exchange: Getting the same item (replacement) or a different size/variant (exchange), subject to stock and price differences.
• DOA: Dead on Arrival—item is non-functional on first use/unboxing.

2) Policy hierarchy

1. Store Policy (published on store page or product page).
2. UniToko Platform Baseline (below) — applies if a Store policy is missing, unclear, or stricter than allowed.
3. Law. Nothing here limits rights available to consumers under applicable laws (e.g., India’s Consumer Protection Act, 2019).

3) UniToko Platform Baseline (minimum protections)

Unless a Store offers better terms, UniToko guarantees at least:

A) Category-based windows

• Fashion & Accessories (non-intimate): 7 days from delivery—return or size exchange for unused items with tags/packaging.
• Electronics & Small Appliances: 3 days DOA/defect claim; replacements preferred; returns if replacement unavailable. Functional issues after this window may be handled via manufacturer warranty.
• Home, Kitchen, Decor, Stationery: 7 days for unused/undamaged items.
• Beauty & Personal Care (sealed): 3 days if unopened and sealed; opened items are non-returnable unless DOA, allergic reaction documented, or mis-shipment.
• Grocery & Perishables: 24 hours from delivery for damaged/spoiled/mis-shipped items; photos required.
• Large/Bulky items (furniture, large appliances): 3 days for transit damage/DOA only. Post-installation issues via warranty/after-sales.

B) Non-returnable items (except DOA/mis-shipment)

• Perishables with short shelf life after delivery window;
• Opened health/hygiene items, cosmetics, and intimate apparel;
• Custom-made, personalized, or “made-to-order” products;
• Digital goods, gift cards, software once delivered;
• Items with tampered serial/IMEI, missing accessories, or activation/registration completed.

C) Condition requirements

• Keep all original packaging, tags, manuals, freebies, and accessories.
• Item must be unused (except to the extent necessary to check fit/compatibility) and undamaged.
• Provide photos/videos of product, packaging, and label to speed up QC.

D) Refund method & timing (indicative)

• UPI/Card/Netbanking/Wallet: typically 2–5 business days after QC approval (bank/PSP dependent).
• COD: refund via UPI ID or bank transfer; typically 2–5 business days after QC approval.
• UniToko Coins/Coupons: coins are re-credited; coupons are not reissued unless the entire order is returned and promo terms allow.

E) Costs

• If the return is due to defect/damage/mis-shipment, pickup is free.
• For change-of-mind/size exchanges, Stores may charge a pickup or re-delivery fee if disclosed on the product/store page; UniToko caps such fees to reasonable amounts.

4) How to start a return

1. Open Orders → Help & Returns in the app or web.
2. Choose Return / Replacement / Exchange and reason.
3. Upload photos/video (damage/defect/incorrect item/size mismatch).
4. Select pickup or store drop-off (where available).
5. Pack the item with all accessories; keep the pickup code/QR handy.
6. Track status in Orders; we’ll notify you on each step.

5) Pickup, self-ship & store drop-off

• Pickup attempts: Up to two attempts. Missed pickups can be rescheduled within the return window.
• Self-ship: If pickup isn’t available, we’ll provide a return address. Keep the courier receipt; standard shipping charges are reimbursed for approved defect/DOA cases (provide proof).
• Store drop-off: Some Stores accept in-person drop-offs. Present the QR/return code and the item for on-spot QC where feasible.

6) Quality check (QC) & outcomes

• QC on pickup or at Store. If the item passes eligibility, your refund/replacement is processed.
• Partial rejection: If parts/accessories are missing or item is used/damaged beyond transit, the return may be rejected or a partial refund may apply where policy permits.
• Replacements/Exchanges: Subject to stock. If unavailable within a reasonable time, a refund is issued.

7) Damaged, incorrect, or missing items

• Report within 48 hours of delivery (24 hours for perishables).
• Take photos/video of the outer box, labels, and item. Unboxing video helps, but is not mandatory.
• Wrong item/short shipment claims may require the invoice and packaging images for audit.

8) Category notes (illustrative)

• Fashion: Try items without removing tags; avoid deodorant/makeup transfer. Footwear returns include the brand box in protective outer packaging.
• Electronics: Do not register/activate software/subscriptions until you’re sure you’ll keep the product. Save the IMEI/serial label.
• Beauty & Hygiene: For safety, opened products are not returnable unless mis-shipped/defective.
• Grocery: Chill/freeze per label; report cold-chain issues quickly with photos.
• Furniture/Large Appliances: Inspect at delivery; note visible damage on the delivery slip and capture photos.

9) Exchanges & price differences

• Even exchange: same item/size—no price change.
• Variant exchange: pay/refund the difference at current price. Promotions may vary by date and cannot always be carried over.

10) Abuse, fraud & fair use

We may restrict returns or close accounts for patterns indicating abuse (e.g., wardrobing, repeated empty-box claims, falsified evidence). Such actions follow investigation and are subject to appeal via support.

11) Store obligations (for Sellers)

• Publish clear return terms per category and disclose any fees (pickup/restocking) before checkout.
• Honor the UniToko Baseline at minimum; more generous policies are allowed.
• Timely QC & decisions: approve/reject within 2 business days of receipt; issue refunds/replacements promptly.
• Document defects: upload QC notes/photos in the Seller panel for transparency.
• Compliance: Follow labeling laws, warranty rules, and after-sales obligations.

12) Refund timelines & methods (details)

• We trigger refunds after QC approval. Bank/PSP timelines vary; typical ranges are in §3-D.
• COD orders: you’ll be prompted to add a UPI ID or bank details; we do not refund by cash.
• Split payments: refunds are prorated across methods used (e.g., part wallet, part card).
• Coins/Coupons: coins are re-credited for the returned portion; coupons reapply only if promo terms allow (e.g., full order return).
• Delivery fees: refunded when the entire order is returned for defect/damage/mis-shipment; may not be refunded for change-of-mind returns unless Store policy says so.

13) Cancellations

• Before dispatch, you can request cancellation from Orders. Approval depends on fulfillment status.
• Post-dispatch, please use the return process.
• Stores may cancel due to stock or address issues; you’ll receive a full refund where payment was captured.

14) Warranties & after-sales

• Manufacturer warranties (where applicable) apply in addition to returns.
• For repairs/service beyond the return window, contact the authorized service center or the Store per the warranty card.

15) Disputes & escalation

• If you disagree with a return decision, reply to the case thread in Orders → Help & Returns within 7 days.
• UniToko will review Store QC evidence and your evidence to reach a fair outcome aligned with the baseline and law.
• For unresolved issues, contact grievance@unitoko.com (India). See Terms for governing law and dispute resolution.

16) Changes to this policy

We may update this policy from time to time. The “Last updated” date reflects the latest version. Material changes will be highlighted in-app/on the website.

17) Contact

Support: support@unitoko.com
Returns help (case ID): via Orders → Help & Returns
Grievance (India): grievance@unitoko.com

Note: This document is a practical operating policy for the UniToko marketplace. It does not constitute legal advice. Please have your counsel review and customize category rules and timelines to match your catalog and logistics model.