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Cancellation, Return and Refund

1. Introduction

Indie Jhola Retails Pvt Ltd. (Hereinafter “Indie Jhola”), a company incorporated under the laws of India, having its registered office at B-69, Vinobha Bhave Nagar, Vaishali Nagar, Jaipur – 302021, Rajasthan, India (“Indie Jhola”), is a company which offers various retail solutions, including, through its website www.IndieJhola.com, various online lifestyle, fashion solutions, which inter alia facilitate the sale and purchase of lifestyle and fashion merchandise (“Products”) by users of the Platforms (“Users”).

2. Cancellation, Return, Exchange and Refund Policy

2.1. In keeping with Indie Jhola’s goal of ensuring User satisfaction, this return, refund and cancellation Policy (“Return and Refund Policy”), together with the terms of use at www.IndieJhola.com/terms, sets out Indie Jhola’s procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.

2.2. Users are required to peruse and understand the terms of this Return and Refund Policy, If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platform. The terms contained in this Return and Refund Policy, shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3. Terms of cancellation

3.1. Cancellation before dispatch

  • 3.1.1. A User is permitted to fully or partially cancel orders prior to its dispatch from Indie Jhola.
  • 3.1.2. Upon successfully placing an order on the Platforms and after Indie Jhola has successfully handed over the Product(s) to its Logistic Partner (as defined in the Shipping Policy), the User will receive a sms, which will enable the User in tracking the status of delivery of the purchased Products or User can visit My Account and submit order number to check the delivery status.
  • 3.1.3. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by going to his account on the website and cancel there.
  • 3.1.4. In all events of cancellation prior to the dispatch of the purchased Products, Indie Jhola shall initiate refunds within 2-3 business days from the date on which it received the request from the User.
  • 3.1.5. In case of payment made through prepaid mode via any channel, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.

3.2. Cancellation after dispatch. India Jhola does not accept post-dispatch cancellation of orders.

4. Terms of Return, Exchange and Refund

4.1. The category-wise details of return, exchange and refund will be mentioned at the product page on the website, which shall apply, subject to the other Terms and Conditions of this Return and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return and exchange information.

4.2. It is hereby clarified that Users cannot return and exchange certain Products which are specified as ‘non-returnable’ and ‘non-exchangeable’ on the relevant Product pages of the Platforms, and (b) Products may be returned and exchanged only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason.

4.3. If the User is dissatisfied with the purchased Product received from Indie Jhola, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by Indie Jhola after due verification at its sole discretion) or in case of late delivery (except in case of force majeure including COVID-19), a User may initiate a request for return the Product on the Platforms. The User shall initiate such requests for a return not later than 10 (Ten) days from the date on which he/she received the delivery of the Product.

4.8. Subject to the terms of this Return and Refund Policy, Indie Jhola offers Users an easy return / refund policy. Indie Jhola also accepts partial returns wherein User can raise a return request for one or all Products except in case of Bundled Packages (as defined hereinafter). The process for initiating a return / refund / exchange request is as follows:

  • 4.8.1. Login with your credentials and visit the My Account section.
  • 4.8.2. Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to raise a request. Kindly attach an image of the Product for our reference.
  • 4.8.3. In case of products delivered via Cash on Delivery mode, the refund will be processed only in the bank account as provided by the User demanding the said refund.
  • 4.8.4. The Products will be picked up within the timelines intimated by Indie Jhola subject to extraordinary scenarios like natural disasters, pandemics, etc.
  • 4.8.5. Indie Jhola will initiate the refund or replacement process only if the Products are received in accordance with the Return and Refund Policy.
  • 4.8.6. On certain select days like National Holidays, Festival Days, the timelines as specified by Indie Jhola may differ.

4.9. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. Indie Jhola reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User. However, Indie Jhola will notify the Users of any change in the Return and Refund Policy by posting an update on your order page.

4.10. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Indie Jhola to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package.

4.11. Return of or refund for purchased Products shall not be entertained by Indie Jhola if:

  • 4.11.1. the Product has been used for reasons apart from checking fit and comfort. If Indie Jhola is satisfied that the Product has been used for reasons apart from checking fit and comfort, Indie Jhola shall reserve the right to reject the return of the Product;
  • 4.11.2. the Product has been washed;
  • 4.11.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
  • 4.11.4.The code of the Product, as applicable, does not match Indie Jhola’s records;
  • 4.11.5. there are any dents, scratches, tears or any other damage to the Products or any part thereof;
  • 4.11.6. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;
  • 4.11.7. in case of precious materials or accessories , if the returned Products are fake or counterfeit or damaged;
  • 4.11.8. Indie Jhola is satisfied that the Product has been rendered defective or unusable; or
  • 4.11.9. if the User in any way breaches the Return and Refund Policy

4.12. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, Indie Jhola shall have the right, exercisable at its sole discretion, to (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (c) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

4.13. Indie Jhola shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that Indie Jhola shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

4.14. It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Indie Jhola after due verification at its sole discretion).

4.15. Indie Jhola shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Indie Jhola disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

4.16. If the request for refund is undisputed by Indie Jhola, the refund should reflect in the User’s Original Mode of Payment (Bank Accounts/Wallet/UPI) within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Indie Jhola initiates the refund.

4.17. Refunds shall be processed by Indie Jhola through its normal banking channels except in cases where a User opted for the cash on delivery option. Where a User had opted for cash on delivery option for payment towards the purchased Products, Indie Jhola shall process all refunds into the User’s valid bank accounts, if details of such accounts are provided by the User to Indie Jhola at the time of refund.

4.18. Return of purchased Products are facilitated through Indie Jhola’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by Indie Jhola, Indie Jhola’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to Indie Jhola. While Indie Jhola has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, Indie Jhola has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where Indie Jhola is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to Indie Jhola’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return. Upon self-shipping the Product to Indie Jhola’s warehouse, the User shall be required to scan the courier/postal receipt to care@indiejhola.com for Indie Jhola’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at Indie Jhola’s returns desk/warehouse.

4.19. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 4.18 above and Indie Jhola does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to Indie Jhola to prove his/her claim of return of Products through self-shipment to Indie Jhola. It is specifically clarified that any refunds shall be processed by Indie Jhola only upon receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.

5. Grievance Redressal

Any grievances relating to the Cancellation, Return and Refund Policy may be directed by you to the grievance officer of Indie Jhola who can be contacted at care@indiejhola.com.

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