a. In the event you receive a damaged / defective product or a product that does not comply with the specifications as per your original order, you are required to get in touch with the customer service team.
b. Upon receiving your complaint, ezone E-commerce shall verify the authenticity and the nature of the complaint. If ezone E-commerce is convinced that the complaint is genuine, ezone E-commerce will inform the relevant Merchant of such complaint and request a replacement. However, in the event of frivolous and unjustified complaints regarding the quality and content of the products, other than not requesting the Merchant for a replacement, ezone E-commerce reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by ezone E-commerce in this regard. You expressly acknowledge that the Merchant selling the defective product/ service will be solely responsible to you for any claims that you may have concerning such defective product/ service and ezone E-commerce shall not in any manner be held liable for the same.
c. Before accepting shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered with. If you observe that the package is damaged or tampered with, ezone E-commerce requests you to refuse to accept delivery and inform ezone E-commerce at the earliest. The return process of the product may be restricted by ezone E-commerce depending on the nature and category of the product.
d. To return any products sold through the ezone Platform, you are required to comply with the following conditions:
- i. For non-damaged/ non-defective products, you shall be allowed to return the product within the time frame displayed on the website at the time of purchase;
- ii. Please notify ezone E-commerce of receipt of damaged/ defective product within 48-hours of delivery to you. If you are unable to do so within 48-hours, ezone E-commerce/Merchant/manufacturer/service provider shall not be held liable for the failure to replace the order;
- iii. ezone E-commerce will arrange pick-up of the damaged/defective product through its own logistics partner. In the event ezone E-commerce is unable to do so, ezone E-commerce will notify you regarding the same and you will be required to dispatch the product using a reputed courier in your respective area within one (1) day from receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with ezone E-commerce;
- iv. Products should be returned in their original packaging along with the original price tags, labels, barcodes, user manual, warranty card, invoices, etc.;
- v. ezone E-commerce offers hassle-free returns to simplify returns for buyers and sellers. The cost of return shipping for an item that is not properly described is the Merchant or seller’s responsibility. If applicable, you also authorize ezone E-commerce to place the return shipping costs on your invoice;
- vi. It is advised that the return packets should be strongly and adequately packaged so that there is no further damage to products during transit;
- vii. The returned products are subject to verification and checks by ezone E-commerce to determine the legitimacy of the complaint/ return;
- viii. In the event the return of a product is duly accepted by ezone E-commerce, the value of such product, as originally paid by you during acceptance of delivery of the product or otherwise, as adjusted with any credits/discount/offers, will be refunded to you. Refunds will be processed based on the mode of payment and ezone E-commerce will credit your refunds directly into the ezone Wallet account/source of payment. Refunds will be subject to the following:
a. Orders paid online will be refunded instantly through the ezone Wallet/source of payment;
b. For Cash on Delivery payments also the amount will be refunded into your ezone Wallet/source of payment;
c. You can trigger a request in your ezone Wallet to transfer the money from your ezone Wallet to your bank account, subject to any applicable terms. It will take 3-21 working days for the money to show in your bank account depending on your bank’s policy. If for any reason, amounts cannot be returned to your wallet, they will be returned through other modes, subject to you providing the necessary information and cooperation, to ezone E-commerce.
- ix. A promo code, once used, shall not be refunded in case of cancellation of order either by you or ezone E-commerce.