RETURN & REPLACEMENT POLICY
Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below.RULES FOR RETURN
Request to return for refund or replacement must be raised within 7 calendar days of delivery of the product at My Orders page.1. Returns shall be arranged for pick-up through a logistic service partner. However, in the event the logistic service partner is unable to do so, a notification regarding the same shall be sent to you, for dispatching the product using a reputed courier in your respective area to the address mentioned in the notification. The freight charges for such products shall be reimbursed to you on successful receipt of product and verification of the same. 2. Returns are subject to verification and checks in order to determine the legitimacy of complaint/return. During pick-up, your product shall be checked for the following conditions:
||IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should not be removed and clearly visible.
||All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies, warranty/guarantee cards and combos (if any) should be present.
||The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).
||The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
||Product's original packaging/ brand box should be undamaged.
4. If the product received does not pass the verification and checks, the product shall be shipped back to you.
5. Refund/replacement shall be issued to you only after the product is received and verification of the same.
6. Replacement is subject to availability of the product (size, colour, etc.) and is limited to one request.
7. In case the replacement product is out of stock, a refund shall be initiated.
8. If the price of the replacement product is lower than the amount paid by you originally, a partial refund will be issued to you provided.
9. Products with passwords/locks should be returned unlocked/disabled.
10. Products that store personal information should be returned after deleting all personal information. Pepyourcar shall not be responsible in any manner for any misuse or usage of such information.
11. Products sold as combos/sets cannot be replaced or returned individually.
12. Products should be carefully packaged so that there is no damage during transit.
13. Pepyourcar shall not be responsible for the products returned by mistake. In circumstances where a product not belonging to the Seller or transacted through Pepyourcar is returned by mistake, Pepyourcar or the Seller shall not be accountable for misplacement or replacement of the product and shall not responsible for its delivery back to the you. You waive any and all claims against Pepyourcar in this regard.1. In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
2. For products where installation is provided by Pepyourcar,s service partners, do not open the product packaging by yourself. Pepyourcar authorised personnel shall help in unboxing and installation of the product.
3. For Furniture, any product related issues will be checked by an authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.
Wrong Delivery - (Customer received delivery message, product not delivered):
'In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 7 days from the date of delivery confirmation for the seller to investigate.'Replacement Guarantee*
The Replacement Guarantee seeks to assist Buyers who have been defrauded by qualified sellers on the Platform. If at the time of delivery and/or within specified days 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.
If Pepyourcar has suspicion or knowledge, that any of its buyers and sellers are involved in any activity that is intended to provide claims or information that is false, misleading or not genuine, then Pepyourcar may while reserving its rights to initiate civil and/or criminal proceedings against User may also at its sole discretion suspend, block, restrict, cancel the Display Name of such buyer and seller and /or disqualify that User and any related Users from availing protection through this program.
Pepyourcar reserves its right to initiate civil and/or criminal proceedings against a User who, files a invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Pepyourcar may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that User and any related Users from availing protection through this program. Any person who, knowingly and with intent to injure, defraud or deceive, files a Fraudulent Complaint containing false, incomplete, or misleading information may be guilty of a criminal offence and will be prosecuted to the fullest extent of the law.For more details related to Replacement Policy.
Definition: 'Return' is defined as the action of giving back the item purchased by the Buyer to the Seller on the Pepyourcar Platform. 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 needs to raise the return request within the return period applicable to the respective product.Once Buyer has raised a return request by contacting Us on Our Toll Free Number, 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)
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 favor of the Buyer.
Shipping cost for returning the product shall be borne and incurred by the Seller.
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.
Buyer needs to raise the replacement request within the return period applicable to the respective product. Once Buyer has raised a replacement request by contacting Us on the Toll Free Number provided on the Platform. 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:
2. Shipping was damaged
3. Item was defective
4. Item Dead on Arrival
5. Item(s) were missing
6. Wrong item sent
7. An intimation shall be provided to Seller seeking either "approval" or "rejection" of the replacement request.8. 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.
9. Incase Seller rejects the replacement request, Buyer can choose to raise a dispute by contacting us .
10. 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.
Disputes (Resolutions) Policy
Generally, transactions are conducted smoothly on Pepyourcar. However there may be some cases where both the Buyers and Sellers may face issues. At Pepyourcar, we have a Dispute Resolution process in order to resolve disputes between Buyers and Sellers.
What is a 'dispute'?
'Dispute' can be defined as a disagreement between a Buyer and a Seller in connection with a transaction on the Platform.
How does a 'dispute' occur in the Marketplace?
Disputes are filed as a result of a disagreement between the Buyer and the Seller. Disputes arise out of an issue that is raised by either party not being completely satisfied with the resolution of their complaint/issue.
It is important that before a Buyer/Seller raises a dispute, they should attempt to solve the issue. Please note that whenever a Buyer raises a dispute, the Seller's payment for that order is put on hold immediately until the issue is resolved.
What are the various types of 'disputes'?
Following are the indicative examples of potential disputes:
1. Wrong item received
2. Item Not as described
3. Damaged or Seal broken on Product
4. Part/Accessory missing
5. Item not Compatible
6. Seller Description/Specification Wrong
7. Defective (Functional issues)
8. Product not working and Manufacturer claims invalid Invoice
In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then Pepyourcar will try to mediate and resolve the dispute between both the parties. If the dispute is resolved in favour of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favour of the Seller, Buyer is entitled to any refund.
Buyer Protection Program
In case of a dispute where the Seller is unable to provide a refund or a replacement, Pepyourcar will actively work towards reaching a resolution.The Buyer Protection Program covers Buyers who are unable to successfully resolve their dispute with the Seller or are not satisfied the resolution provided by the Seller.
The buyer can contact us if the issue with the Seller is not resolved. Pepyourcar's Customer Support team will look into the case to check for possible fraud and if the Buyer has been blacklisted/blocked from making purchases on the Platform. Only after verifying these facts, a dispute can be registered.
CS team will not facilitate a conference call, CS team acts as the bridge between customer and seller.
When a dispute has been raised, Pepyourcar may provide both the parties access to each others Display Names, contact details including email addresses and other details pertaining to the dispute. Buyers and Sellers are subject to final consent from Pepyourcar for settling the dispute.
Buyer Eligibility and Restrictions
Only the Buyers who have purchased the product on Pepyourcar are eligible for the Buyer Protection Program.
Buyers can file a dispute within 45 days from the date of delivery of the product
Any damage or loss to the product after delivery will not be covered under this program and will completely be the Buyer's responsibility. Buyers should refuse to accept delivery if the item is damaged.To be able to take advantage of the Buyer Protection Program, Buyers should first contact the Seller and attempt to resolve the issue. If the Buyer doesn't hear from the Seller or is unable to resolve the issue with the Seller even after contact, a dispute can be raised with Pepyourcar by contacting us.
Fraudulent charges and claims are not covered under Buyer Protection Program
If the Buyer has already initiated chargeback through the credit card issuing bank, it will not be covered under Buyer Protection Program, though in such cases a Seller can file a claim through the Seller Protection Program.
Blacklisted and Blocked Buyers are not covered by the Buyer Protection Program.
Buyers who have reached their maximum lifetime limit for claims are also not eligible. Buyers can make a maximum of 5 claims per year on Pepyourcar. If the claim was withdrawn, it is not counted. The coverage amount will be limited to â‚¹50,000
Through the Buyer Protection program, Pepyourcar does not provide any guarantee/warranty to Buyers for products sold on Pepyourcar against technical/manufacturing defects.
Raising disputes against Sellers does not automatically entitle the Buyer to a refund or replacement for the product purchased. Pepyourcar shall verify the disputes so raised and may process only such claims that are valid and genuine.
Pepyourcar shall at no point be responsible for any direct or indirect losses, expenses, costs of any nature whatsoever that may be incurred by any Buyer/Seller.
Claims of the nature of 'Buyer remorse' (i.e. instances where products are bought by the Buyer by mistake or where the Buyer chooses to change his/her mind with regard to the product purchased by him) will not be entertained through this program.
Pepyourcar reserves its right to initiate civil and/or criminal proceedings against a User who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Pepyourcar may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that user and any related users from availing protection through this program.
Decisions made by Pepyourcar under the Buyer Protection Program shall be final and binding on its Users.Pepyourcar reserves the right to modify / discontinue Buyer Protection Program without any prior notice period to its Users.
Through this program, Pepyourcar shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller.
Pepyourcar Customer Support Team may seek additional information / clarification from Buyer to facilitate resolution of the dispute. In the event Buyer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the Seller.
Seller expressly agrees that issuing the correct and complete invoice is the sole and primary responsibility of the Seller. Furthermore, Seller shall ensure that invoices state "Powered by Pepyourcar" and failing to do so Seller will be liable for chargebacks (as applicable).
1. Item not as described - meaning item is not what Buyer expected. Dispute will be decided in accordance with the dispute policies.
Email Abuse & Threat Policy
Private communication, including email correspondence, is not regulated by Pepyourcar. Pepyourcar encourages its Users to be professional, courteous and respectful when communicating by email.
However, Pepyourcar will investigate and can take action on certain types of unwanted emails that violate Pepyourcar policies.
Threats of Bodily Harm - Pepyourcar does not permit Users to send explicit threats of bodily harm.
Misuse of Pepyourcar System - Pepyourcar allows Users to facilitate transactions through the Pepyourcar system, but will investigate any misuse of this service.
Spoof (Fake) email - Pepyourcar will never ask you to provide sensitive information through email. In case you receive any spoof (fake) email, you are requested to report the same to Us through 'Contact Us' tab.
Spam (Unsolicited Commercial email) - Pepyourcar's spam policy applies only to unsolicited commercial messages sent by Pepyourcar Users. Pepyourcar Users are not allowed to send spam messages to other Users.
Offers to Buy or Sell Outside of Pepyourcar - Pepyourcar prohibits email offers to buy or sell listed products outside of the Pepyourcar Platform. Offers of this nature are a potential fraud risk for both Buyers and Sellers.
Pepyourcar policy prohibits user-to-user threats of physical harm via any method including, phone, email and on Our public message boards.
Violations of this policy may result in a range of actions, including:
• Limits on account privileges
• Account suspension
• Cancellation of listings
• Loss of special status
Pepyourcar does not take responsibility or liability for the actions, products, content and services on the Platform, which are linked to Affiliates and / or third party Platforms using Platform's APIs or otherwise. In addition, the Platform may provide links to the third party Platforms of Our affiliated companies and certain other businesses for which, Pepyourcar assumes no responsibility for examining or evaluating the products and services offered by them. Pepyourcar do not warrant the offerings of, any of these businesses or individuals or the content of such third party Platform(s). Pepyourcar does not endorse, in any way, any third party Platform(s) or content thereof.Contacting the Seller
At Pepyourcar we are committed towards ensuring that disputes between sellers and buyers are settled amicably by way of the above dispute resolution mechanisms and procedures. However, in the event that a buyer wishes to contact the seller, he/ she may proceed to do so by accessing the seller related information made available by the sellers on their product listing pages. Alternatively, the buyers may also reach out to customer support .
You shall not be entitled to receive the product or refund or replacement of the same if we find that any transaction(s) by you have misused the Website/App to perform any action that is considered to be illegal, fraudulent, unlawful whether under any current legislation or not Pepyourcar reserves the right to hold on to and forfeit such amounts received from you or to be received from you at a later date, or claim such amount from you against any taxes, duties, penalties, interest, losses, damages, liabilities, costs, expenses, claims, orders, judgments and consequences arising from investigation or enquiry by government or internal Pepyourcar.