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Refund and Cancellation

 


Returns Policy

Definition: 'Return' is defined as the action of giving back the item purchased by the Buyer to the Seller on the www.multybuy.com website. Following situations may arise:

  1. Item was defective
  2. Item was damaged during the Shipping
  3. Products was / were missing
  4. Wrong item was sent by the Seller.


Return could also result in refund of money in most of the cases.

Points to be noted:

  1. Seller can always accept the return irrespective of the policy.
  2. If Seller disagrees a return request, Buyer can file a dispute under the Buyer Protection Program.


We encourage the Buyer to review the listing before making the purchase decision. In case Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.

Buyer need to raise the refund request within 24 Hour from the date of payment realization. Once Buyer has raised a return request by contacting Us on 08073712361 or dropping an email to customercare@multybuy.com , Seller while closing the return ticket can select one of the following:

  1. Replace after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before replacing it
  2. Refund after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before refunding
  3. Refund without shipment collection - Seller has agreed to refund the buyer without expecting the original shipment back
  4. Replace without shipment collection - Seller has agreed to replace the order without expecting the original shipment back


In the event the Seller accepts the return request raised by the Buyer, Buyer will have to return the product and then the refund shall be credited to the Buyers account.


In case the Seller doesn't close the ticket in 3 days from the date of intimation to the Seller about the refund request, the refund request shall be settled in favour of the Buyer.
Further for returns being made by Buyer to the Seller of the product, the following parameters needs to be ensured by the Buyer:

 

Category

Condition

Electronics

Should be included

Clothing and Footwear

Should be "New & Unworn" (other than for trial)

Beauty, Health & Personal Care

Should be "New & Unopened"

Sports & Equipment

Should be "New" and returned with original packaging

Office Products

Should be "New" and returned with original packaging

Jewellery

Should be "New" and returned with original packaging


If the product being returned is not in accordance with the above parameters, then Buyer shall not be entitled to any refund of money from the Seller.

Shipping cost for returning the product shall be borne and incurred by the Seller.

Replacement Guarantee

The Replacement Guarantee seeks to assist Buyers who have been defrauded by qualified sellers on the Website. If at the time of delivery and/or within 24 hour from the date of delivery of the product/s, if any defect is found, then the buyer of the product/s can ask for replacement of the product/s from the seller subject to the following terms and conditions:

  1. Notify seller of any defects in the product/s at the time of delivery of the product/s and/or within 24 hour from the date of delivery and the same product/s will be replaced in return of the defective product/s.
  2. Replacement can be for the entire product/s or part/s of the product subject to availability of the same with the seller.


Following products shall not be eligible for return or replacement:

  • Damages due to misuse of product;
  • Incidental damage due to malfunctioning of product;
  • Any consumable item which has been used/installed;
  • Products with tampered or missing serial/UPC numbers;
  • Digital products/services (Files music downloads)
  • Any damage/defect which are not covered under the manufacturer's warranty
  • Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product/s delivered;
  • Any product which is 'made to order' on customer's request


On Clothing, Footwear and Jewellery, qualified sellers accept 24 hour exchange subject to the following conditions:

Clothes and footwear are not used (other than for trial), altered, washed, soiled or damaged in any way.
Original tags and packaging should be intact. For items that come in branded packaging, the box should be undamaged.
'Made to order' jewellery, Innerwear, lingerie, socks and clothing freebies are not covered under the return policy.
Damaged or defective clothing and footwear products are meanwhile covered by the 24 hour Replacement Guarantee.

Replacement
Definition: Replacement is the action or process of replacing something in place of another. A Buyer can request for replacement whenever he is not happy with the item, reason being damaged in shipping, Defective item, Item(s) missing, wrong item shipped and the like.

Points to be noted:

  1. Seller can always accept the return irrespective of the policy.
  2. If Seller disagrees for a return request, Buyer can file a dispute under Buyer Protection Program.


Buyer need to raise the replacement request within 24 hour from the date of delivery of products. Once Buyer has raised a replacement request by contacting Us on 08073712361 or dropping an email to customercare@multybuy.com provided on the Website. Once the replacement request has been raised, the following steps shall be followed:

  1. Buyer is asked for "Reason for Return". Among others, the following are the leading reasons:
  • Shipping was damaged
  • Item was defective
  • Item Dead on Arrival
  • Item(s) were missing
  • Wrong item sent
  1. An intimation shall be provided to Seller seeking either "approval" or "rejection" of the replacement request.
  2. In case the Seller accepts the replacement request, Buyer shall be required to return the product to the Seller and only after return of the product, Seller shall be obliged to provide the replacement product to the Buyer.
  3. In case Seller rejects the replacement request, Buyer can choose to raise a dispute by writing to customercare@multybuy.com


In case the Seller doesn't have the product at all, Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.


If the Seller doesn't respond to the Buyer's replacement request, within three (3) days from the date of replacement request placed by the Buyer, refund shall be processed in favour of Buyer and Seller shall be liable to refund amount paid to the Seller.


All shipping and other replacement charges shall be borne and incurred by the Seller.


Refund Policy


We thank you and appreciate your purchase with us. Please read the policy, conditions and process carefully as they will give you important information and guidelines about your rights and obligations as our customer, concerning any purchase you make through us unless specifically stated otherwise on our product pages or readers offer advertisements. We make every effort to service the order/s placed with us as per the specifications and timelines mentioned against each product. If due to any reason, unavoidable circumstances or beyond the limitations of the merchants the order is not shipped by the seller then the order shall be cancelled and refunded. In the event the order/product is delivered and has been cancelled for refund due to product fault, delivery of wrong product, partial product, etc the refund is processed.


The order may be cancelled before shipment due to any of the following reasons:

  1. The specific product/model is out of Stock.
  2. The order could not be shipped within the specified timeline.
  3. On customers request
  4. The shipping address is not serviceable.
  5. Any other reason beyond the control of merchants or multybuy.com


The orders may be cancelled post shipment and delivery due to any of the following reasons:

  1. Established defect in the product which the seller is not able to either replace or repair.
  2. Correct product could not be delivered.
  3. Shipping address found to be untraceable, wrong, incomplete, locked and customer not available.
  4. Customer refused to take the delivery, refund would not be applicable incase of perishable products, like flowers, cakes, etc and/or incase of made to order and personalized products, like mugs, T-shirts with personal pictures.
  5. Products damaged during transit and delivery not accepted.


Caution: Please do not accept delivery of any item whose packaging is damaged or tampered with in any manner.

Conditions

  1. Ensure that the product is in seller warranty.
  2. Cancellation and refund requests for products shall not be eligible under manufacturer warranty.
  3. The refund shall be processed only after the product is shipped back and received by merchant.
  4. Need to attach a note along with the product returned for refund. The note should clearly state your name and address, contact number, and order number. Describe the problem in your own words. Without your order details processing refund / replacement would not be possible.
  5. The return courier awb/tracking number not intimated to ...................... (Write name of the Site)customer support team is not eligible for refund
  6. The order returned must accompany all the accessories (including freebies) which were serviced along with the order else the cost of the accessories shall be recovered from the refund amount.
  7. Any charges levied as tax is not eligible for refund.


Note: Any Gift coupon circulated as promotional offer would not be refunded in case of cancellation of the order.

Refund Process

  1. Please connect with our customer care via email or call.
  2. The customer care team will validate the request by checking the timelines, product type, warranty terms, etc and shall take the request for refund or exchange
  3. Ensure to collect the return address from multybuy.com customer care.
  4. Pack the product properly and label the product with the order number, return address and your address.
  5. Follow the instructions of customer care carefully for packaging and returning the product using courier services.
  6. Ensure that the awb / tracking number is shared with multybuy.com customer care.
  7. The order shall be considered for refund only if the seller receives the product in undamaged condition [there should be no scratches, no dents etc.]


CautionPlease ensure to pack the product properly before handling it over to courier.

Exclusion

A refund can be refused if the following conditions are met.

  1. The product is completely broken and unusable or with scratches or incomplete as per the seller claims from the customer.
  2. The product is returned beyond the required return date or you have not informed us about the concern during the warranty period.
  3. The above process does not apply to books,  movie and music cd, DVD, Blue-ray, cd roms, magazines and flower, confectionary and lingerie  items.
  4. The order returned does not accompany all the accessories (including freebies) which were serviced along with the order.
  5. Any other product which mutybuy.com deems fit from time to time.


Please Note

  • On cancellation of an order, you are entitled to receive refund based on pay mode table mentioned in refund timelines plus the shipping charges.
  • mutybuy.com is not liable to pay any penalty or compensation to the customer for cancellation of any order, for reason mentioned above.

Refund Timelines:

Pay mode

Refund Mode

Refund from the date of cancellation of order

Credit Card

Credit Card

5-15 Working Days*

Net Banking

Bank Account Online Transfer

5-10 Working Days*

Debit Card

Bank Account Online Transfer

5-10 Working Days*

COD -Cash On Delivery

Demand Draft

8-10 Working Days*

Demand draft/ Cheque

Demand Draft

8-10 Working Days*



* Note Working Days are Monday To Friday excluding holidays
Please note: You can check the status of your refund in Your Account on the order's summary page.

  • We will process the refund after receipt of the product by mutybuy.com or its business partner. Refund will be processed based on the mode of payment of the order Refund processed through Credit card / Debit card will reflect in the next Credit Card/ Bank statement.
  • Refund draft will be issued in the billing name unless otherwise advised by customers.
  • In case the refund DD is lost by customer, DD will be reissued in15 days on the receipt of affidavit.
  • In case of incorrect name on the refund DD, a new DD will be reissued in 15 days on the receipt of original DD from the customer.
  • If your refund doesn't appear in Your Account, and the processing time for your payment method has passed, contact customer care for further assistance.


Cancellation Policy

Cancellation by mutybuy.com

While, we try to ship out every order that has been successfully placed with mutybuy.com there are some situations in which we may have to cancel orders.


Some of the situations that may result in your order being cancelled include (but not limited to):

  • Product No Longer Available With Our Merchant Or Temporarily Out Of Stock
  • Limitations On Quantities Available For Purchase
  • Restrictions On Quantity Or Number Or Orders As Per T&C
  • Inaccuracies Or Errors In Product Or Pricing Or Promotion Information
  • Problems Identified By Our Credit And Fraud Avoidance Department
  • Inaccurate Or Insufficient Address
  • Non-Serviceable Locations

At times we may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your payment has been done, the charged amount will be refunded to you as soon as we can.


Cancellations by the Customer


In case we receive a cancellation notice from you within 2-Hrs of placing the order and the order has not been processed by us, we will be more than happy to cancel the order and refund the entire amount to you. The amount refund will start by us after 24 hour so there is an option for the customer to utilize this amount for another purchase. We will not be able to cancel those orders that have already been processed and shipped out by us.