DewMart – Refund & Return Policy

Effective for all eligible products sold on DewMart

At DewMart, we aim to provide a smooth and reliable shopping experience. If you are not satisfied with your purchase, you may be eligible to request a return, replacement, or refund in accordance with the terms outlined below.

1. Return and Replacement Eligibility

Customers may request a return or replacement within 7 days of receiving the product, provided the product meets the applicable eligibility conditions.

A return or replacement may be accepted in the following circumstances:

1. The product is damaged during delivery.
2. The product is defective or does not function as described.
3. The wrong product, size, color, or quantity was delivered.
4. The product is materially different from its description on the website.
5. The product is missing essential parts or accessories.
6. The product has quality issues covered by the applicable product or seller policy.

Products must generally be unused, in their original condition, and returned with the original packaging, tags, accessories, manuals, and invoice, where applicable.

Note: Certain products may not be eligible for return due to hygiene, safety, personalization, perishability, or other applicable restrictions. Any product-specific restrictions will be displayed on the product page or communicated to the customer.

2. Products Not Eligible for Return

The following products may not be eligible for return or replacement:

1. Products that have been used, damaged, or altered by the customer.
2. Products without original packaging, tags, or accessories, where required.
3. Personalized or customized products.
4. Perishable goods or products with a limited shelf life.
5. Hygiene-sensitive products that cannot be resold after opening.
6. Products specifically marked as non-returnable on the product page.
7. Products damaged due to misuse, negligence, improper installation, or unauthorized repairs.
8. Products returned after the applicable return period.

Exceptions may apply where the product is defective, damaged, incorrectly delivered, or otherwise covered by applicable consumer protection laws.

3. Return Request Process

To request a return or replacement, follow these steps:

1. Log in to your DewMart account.
2. Open your order history.
3. Select the relevant order and product.
4. Submit a return or replacement request.
5. Select the reason for the request.
6. Upload photographs, videos, or other supporting information when requested.
7. Submit the request for review.

If you are unable to submit a request through your account, contact DewMart Customer Support using the contact details available on our website.

Our team or the relevant seller may review the request and request additional information before approving the return, replacement, or refund.

4. Inspection and Approval

All return requests are subject to verification and inspection, where applicable.

After receiving the returned product, DewMart or the relevant seller may verify:

1. The condition of the product.
2. Whether the product matches the order.
3. Whether the reported issue is valid.
4. Whether the product meets the return eligibility requirements.
5. Whether the product has been used, damaged, or altered.

Approval of a return request does not guarantee an immediate refund. The refund or replacement process will begin after the applicable verification and approval process is completed.

Where a product is defective, damaged, incorrectly delivered, or otherwise covered by applicable consumer protection requirements, the request will be handled in accordance with applicable laws and the circumstances of the case.

5. Replacement Policy

Depending on product availability and the circumstances of the request, DewMart may offer:

1. A replacement of the same product.
2. A replacement with an equivalent product, subject to customer agreement.
3. A refund where replacement is unavailable or unsuitable.
4. Another appropriate resolution in accordance with applicable law.

Replacement availability may depend on stock availability, seller confirmation, product condition, and the nature of the issue.

If a replacement product is unavailable, the customer may be eligible for a refund in accordance with this policy and applicable law.

6. Refund Policy

A refund may be issued when:

1. The return request is approved.
2. The product is defective or damaged and a replacement is unavailable.
3. The wrong product was delivered.
4. The ordered product cannot be delivered.
5. The order is cancelled in accordance with the applicable cancellation policy.
6. A refund is otherwise required or approved under applicable law or DewMart's policies.

Refunds will generally be processed using the original payment method, wherever technically possible. The time required for the refund to appear in the customer's account may depend on the payment gateway, bank, card issuer, or financial institution.

For cash-on-delivery orders, DewMart may request valid bank account or other payment details to process the refund through an available payment method.

7. Refund Processing Time

After a refund has been approved, DewMart will initiate the refund within the applicable processing timeframe.

The actual time taken for the amount to be credited may vary depending on:

1. The payment method used.
2. The payment gateway.
3. The customer's bank or financial institution.
4. The refund verification process.
5. Public holidays, banking delays, or technical issues.

Customers may contact Customer Support if the refund has not been received within the communicated timeframe.

8. Return Shipping Charges

Return shipping arrangements may depend on the reason for the return.

Where DewMart or the seller is responsible

Return shipping may be arranged or covered where:

1. The wrong product was delivered.
2. The product arrived damaged.
3. The product is defective.
4. The product does not match the product description.
5. The return is required due to an error attributable to DewMart or the seller.

Where the customer changes their mind

For returns based solely on a change of preference, incorrect selection, or other customer-related reasons, return shipping charges may apply, subject to the product's eligibility and the terms displayed at the time of purchase.

Any applicable charges will be communicated to the customer before the return is finalized.

9. Damaged Products at the Time of Delivery

Customers are encouraged to inspect the package and product upon delivery.

If the package or product appears damaged:

1. Take clear photographs or videos of the package and product.
2. Keep the original packaging and delivery documentation.
3. Report the issue to DewMart as soon as possible.
4. Submit a return or replacement request within the applicable return period.

Failure to report damage immediately does not automatically remove any rights available under applicable consumer protection laws. Each request will be reviewed based on the facts and available evidence.

10. Incorrect, Missing, or Incomplete Items

If you receive an incorrect, incomplete, or missing item, contact DewMart Customer Support as soon as possible.

Please provide:

1. Order number.
2. Product name.
3. Description of the issue.
4. Photographs or videos, where applicable.
5. Any relevant delivery or packaging information.

After verification, DewMart may arrange a replacement, refund, or another suitable resolution.

11. Order Cancellation

Order cancellation may be available before the order is dispatched, subject to the order status and applicable conditions.

Once an order has been dispatched or delivered, the customer may need to follow the return process instead of the cancellation process.

If an order is cancelled and payment has already been collected, any eligible refund will be processed using the applicable payment method.

Certain orders may not be cancellable after processing, dispatch, customization, or fulfillment has begun.

12. Seller Responsibilities

For products sold by third-party sellers on DewMart, the relevant seller may be involved in:

1. Reviewing product-related complaints.
2. Confirming product availability.
3. Inspecting returned products.
4. Arranging replacement products.
5. Providing product-specific warranty information.
6. Approving or processing return-related requests through the DewMart platform.

DewMart will facilitate the process in accordance with its platform procedures and applicable legal requirements. The customer will not lose rights available under applicable law merely because a product was supplied by a third-party seller.

13. Product Warranty

Some products may be covered by a manufacturer or seller warranty.

Warranty coverage, duration, exclusions, and claim procedures may vary by product and seller. Customers should review the warranty information provided on the product page, invoice, packaging, or warranty documentation.

A warranty claim may require:

1. Proof of purchase.
2. Product serial number, where applicable.
3. Description of the defect.
4. Photographs or videos.
5. Inspection by the seller or manufacturer.

This Refund & Return Policy does not replace or restrict any valid warranty rights or rights available under applicable law.

14. Refund Exclusions and Deductions

A refund may be adjusted or declined where permitted by applicable law and where:

1. The product does not meet the applicable return conditions.
2. The product has been damaged through customer misuse.
3. The product is missing required components or accessories.
4. The customer has returned a different product.
5. The request is submitted outside the applicable return period.
6. The product is excluded from return eligibility and is not defective, damaged, or incorrectly delivered.
7. Applicable shipping or other charges have been clearly disclosed and are legally permissible.

No exclusion or deduction will be applied in a manner that removes a customer's rights under applicable consumer protection laws.

15. Fraudulent or Abusive Return Requests

DewMart reserves the right to investigate suspected fraudulent or abusive activity, including:

1. Repeated false damage claims.
2. Returning products that were not purchased through DewMart.
3. Returning used, substituted, or materially damaged products.
4. Providing inaccurate information.
5. Attempting to misuse the refund or replacement process.

Where permitted by law, DewMart may restrict or suspend return privileges after appropriate review. Any action will be handled in accordance with applicable laws and the circumstances of the case.

16. Refund for Unsuccessful Delivery

If an order cannot be delivered due to reasons attributable to DewMart, the seller, or the delivery service, the customer may be eligible for a refund, subject to order verification and applicable conditions.

Where delivery fails because of an incorrect address, refusal to accept the order, or other customer-related reasons, DewMart may contact the customer to determine the appropriate next steps.

17. Changes to This Policy

DewMart may update or modify this Refund & Return Policy from time to time to reflect changes in its services, operational procedures, products, or applicable legal requirements.

The updated policy will be published on the DewMart website. The policy applicable to an order will be determined in accordance with applicable law and the circumstances of the transaction.

18. Contact Us

If you have questions about a return, replacement, cancellation, or refund, please contact DewMart Customer Support using the contact details available on our website.

When contacting us, please provide your order number and relevant details so that we can review your request efficiently.

Important for DewMart: Before publishing this policy, ensure your actual platform configuration supports the stated 7-day return period for all eligible products, allows both replacement and refund, and applies the policy consistently to all sellers if DewMart is operating as a multi-vendor marketplace. The policy should also be reviewed against applicable Indian e-commerce and consumer protection requirements.