By using the Platform, all parties agree to be bound by this Policy.

1. Order Cancellation

1.1. Customer-Initiated Cancellation

●       A customer may cancel an order only until the time the pickup for the order has not been scheduled.

●       Once the pickup is scheduled and the same is updated on the Kaarigo Merchant Portal, the order shall no longer be eligible for cancellation by the customer.

1.2. Merchant-Initiated Cancellation

●       A Merchant may cancel an order if the ordered product is unavailable or cannot be fulfilled.

●       To ensure a seamless customer experience, Merchants are strongly advised to:

○       Maintain adequate inventory for all listed products;

○       Closely monitor fast-moving SKUs and replenish stock in a timely manner; and

○       Update the Order Management Module (OMM) on a daily basis to accurately reflect product availability or non-availability.

●       Repeated cancellations due to inventory issues may attract corrective actions as per Kaarigo policies.

2. Returns

2.1. Customer-Initiated Returns

• Returns accepted only for damaged, defective, or incorrect products.
• Request must be raised within 24 hours of delivery.
• Clear unboxing video and images required as proof
• Return eligibility, timelines, and conditions shall vary by product and shall be clearly displayed on the product detail page.

2.2. Non-Delivery / Refusal at Delivery (RTO)

●       If the customer is unavailable at the time of delivery or refuses to accept the shipment, the order shall automatically be marked for Return to Origin (RTO) by DTDC 3PL.

●       The returned shipment shall be safely delivered back to the Merchant.

●       In such cases, the Merchant shall bear the applicable RTO charges.

●       Exception: For orders generated through digital platforms owned, empanelled, or operated under DTDC 3PL, the Merchant shall not be liable to bear RTO charges.

2.3. Post-Delivery Returns (Reverse Pickup)

●       If a customer accepts delivery but subsequently raises a return request due to issues such as damage, defect, or mismatch, DTDC 3PL Kaarigo shall arrange a reverse pickup.

●       All return requests shall be subject to a sanity and validation check by DTDC 3PL upon receipt of the return request.

●       Only upon successful validation shall the return request be approved.

Liability for Reverse Pickup Charges

●       If it is determined that the product dispatched by the Merchant was damaged, defective, or incorrect, the Merchant shall bear the reverse pickup charges.

3. Transit Damage or Loss

●       If a product is found to be damaged or lost during forward or reverse transit, the liability shall lie with the concerned courier partner empanelled by DTDC 3PL.

●       Such cases shall be governed by the Claims and Settlement Policy detailed in Annexure – D, subject to:

○       The Merchant raising a claim within the prescribed timelines; and

○       Submission of complete and accurate documentation as required under the claims process.

4. Refunds

●       Refunds, where applicable, shall be initiated only after:

○       Successful validation of the return; and

○       Receipt of the returned product or confirmation of loss/damage, as applicable.

●       Refunds shall be processed in accordance with the Platform’s Payment Policy and credited to the original mode of payment or as otherwise determined by Kaarigo.

●       Refund timelines may vary based on banks, payment gateways, and regulatory requirements.

5. General Provisions

●       Kaarigo reserves the right to reject return or refund requests that do not meet the conditions specified in this Policy.

●       This Policy shall be read in conjunction with the Payment Policy, Seller Agreement, Claims and Settlement Policy, and other applicable Platform policies.

●       Kaarigo may amend or update this Policy from time to time, with changes being communicated through appropriate channels.