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Cancellation, Refund, Return & Exchange Policy
Cancellation, Refund, Return & Exchange Policy
PAYMENOW, a platform of Hippyness Brands Private Limited is committed in delivering a positive customer experience before and after the sale. It is PAYMENOW's endeavor to safeguard its customers from the 'damaged', 'defective', ‘used/shabby’, ‘expired/old’ and 'wrong/mismatch' products. Under this Return policy scheme, the option of Cancellation, Exchange/Replacement and/or Refund is offered by the respective sellers to the customers. The Return Policy also illustrates the customers about the untoward conditions and cases under which returns will be accepted.
- Cancellation:
Customer is allowed to cancel the purchase decision even after placing the order which is termed as “Order
Cancellation”. Order Cancellation is classified based on the stage at which such cancellation request is made, can be
of two types. Cancellation before dispatch & Cancellation after dispatch.
- Cancellation before dispatch:
Customers are allowed to fully or partially cancel the already placed order only prior to its dispatch by mentioning the reason of Cancellation.
In case the payment is already made, or order is placed against the accumulated points in the wallet and the user decided to cancel the order Refund from PAYMENOW will be initiated within "48 hours" from the date of Cancellation request received.
In that case Refund will be made to the original mode of payment or PAYMENOW wallet as the case may be.
- Cancellation after dispatch:
While the system allows pre-dispatch cancellation, system does not allow post-dispatch due to operational challenges.
- Return or Exchange/Replacement:
PAYMENOW Return Policy gives the customers an option to Return the purchased product and get the Replacement/Exchange or Refund. All the products under a particular product category may not have the same return policy, hence for actual applicable Return Policy Customers are suggested referring the respective product page for any exceptions to this General Return Policy.
Product category-wise Return/Exchange possibility, Option opening period, Return/Exchange readiness details are given in the below tabular form. Customers are suggested to read all sections carefully to understand the conditions and cases under which returns will be accepted and also check the return/ replacement policy on respective product page for any exceptions to this returns policy and the table below. In the event of any conflict between this return policy and the return policy stated with respect to a specific product, the latter shall prevail.
2.1. Product Category specific Return Information:
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness |
Electronic s (Mobile phones, Tablets, Smart Watches, Camera, Speakers, |
7days |
Return/Exchange is possible only in the following rare event of: · Received wrong/different product · Damaged product received |
We appreciate the following things are followed while returning/exchanging the product pack: · Pack box should be unopened with seal intact |
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness |
Televisions, Audio, Video etc.) |
|
appropriately substantiated · Defects/Non- functioning validated by Brand/ authorised entity · Missing component/ Short content substantiated appropriately · Open/ broken seal appropriately substantiated · Received product packaging is in distorted/Torn/Da maged condition to the unacceptable extent. |
(to the extent possible as applicable) while returning wrong product / Unacceptable packaging condition. · While returning/excha nging the product for damage/open or broken seal/ short content it is to ensure that the Intact product with original/complet e content (except missing case) including freebies & tag/label/barcod es are packed in the original packaging. · While returning/excha nging the defective product ensure the copy of brand acknowledgemen t (as applicable) are sent with the Intact product with original content including freebies & tag/label/barcod es in the original packaging. |
Electrical/ Battery operated Home, Kitchen, Large & |
7days |
Return/Exchange is possible only in the following rare event of: |
We appreciate the following things are followed while |
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness |
Personal Care Appliance s, Kids | Moms & Maternity (Mixer grinder, Hand Blender, OTG, Food Processor, Roti Maker, Rice Maker, Deep fryers, Wet Grinders, Induction Cooking, JMG, Egg Boiler, Veg Steamer, Toasters, Sandwich Maker, Coffee Machine, Guesser, Irons, Vacuum Cleaner, Water Purifier, Sewing Machine, Heater, Air Conditione r, Refrigerato rs, Washing Machine, Chimneys, Water Purifiers, Dispenser, Microwave Oven, Dishwashe r, Shaving tools, Hair Styling |
|
· Received wrong/different product · Damaged product received appropriately substantiated · Defects/Non- functioning validated by Brand/ authorised entity · Missing component/ Short content substantiated appropriately · Open/ broken seal appropriately substantiated · Received product packaging is in distorted/Torn/Da maged condition to the unacceptable extent. |
returning/exchanging the product pack: · Pack box should be unopened with seal intact (to the extent possible as applicable) while returning wrong product / Unacceptable packaging condition. · While returning/excha nging the product for damage/open or broken seal/ short content it is to ensure that the Intact product with original/complet e content (except missing case) including freebies & tag/label/barcod es are packed in the original packaging. · While returning/excha nging the defective product ensure the copy of brand acknowledgemen t (as applicable) are sent with the Intact product with original content including freebies & tag/label/barcod es in the original packaging. |
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness | |||
Tools, Massage Tools, Hair Removal Tools, Face & Skin Tools, Nail & Foot Tools etc.) |
|
|
| |||
Product Category | Return/Exc hange option open period |
Return & Exchange/Repl ace Criteria |
Return & Exchange Readiness | |||
Lifestyle: (T-Shirt, Footwear, Sari, Short, Dress, Kid's (Capri, Shorts & Tops), Men's (Ethnic Wear, Shirt, Formals, Jeans, Clothing Accessory), Women's (Ethnic Wear, Fabric, Blouse, Jean, Skirt, Trousers, Bra), Bags, Raincoat, Sunglass, Belt, Frame, Backpack, Suitcase, Luggage, etc...) |
14days |
Return/Exchange is possible only in the following rare event of: · Don't like the product · Received wrong/differen t product · Damaged product received appropriately substantiated. · Defective product received. · Received product is having sign of use. · Missing component/ Short content substantiated appropriately · Received wrong size |
We appreciate the following things are followed while returning/exchangin g the product pack: While returning/exchange the product ensure that the unused, original intact product with original/complete content (except missing case) including freebies & tag/label/barcodes are packed in the original packaging condition. | |||
Product Category | Return/Exc hange option open period |
Return & Exchange/Repl ace Criteria |
Return & Exchange Readiness |
Kids | Moms & Maternity (Non- Electrical): (Fashion, Footwear, Cleansers & Detergents, Board games, Bedding Sets & Pillows, Potty Trainings, Soaps, Shampoos & Body wash, Sippers, Dishes & Utensils, Nursery & Travel, Athleisure, Baby basic, FMCG products, Maternity Dresses & wear etc) |
14days |
Return/Exchange is possible only in the following rare event of: · Don't like the product · Received wrong/differen t product · Damaged product received. · Defective product received. · Received product is having sign of use. · Missing component/ Short content substantiated appropriately · Received wrong size · Received product packaging is in distorted/Torn /Damaged condition to the unacceptable extent. |
We appreciate the following things are followed while returning/exchangin g the product pack: While returning/exchange the product ensure that the unused, original intact product with original/complete content (except missing case) including freebies & tag/label/barcodes are packed in the original packaging condition. |
Kids | Moms & Maternity (Electrical/Electronic s/Battery operated & warranted merchandise): (Food Warmer/Cooler, Convertible Car Seat, Pram, Standard Stroller, Baby Car Seats and Carrycots, Remote control toys etc) |
7days |
Return/Exchange is possible only in the following rare event of: · Received wrong/differen t product · Damaged product received & appropriately substantiated · Defects/Non- functioning |
We appreciate the following things are followed while returning/exchangin g the product pack: · Pack box should be unopened with seal intact (to the extent possible as applicable) while |
Product Category | Return/Exc hange option open period |
Return & Exchange/Repl ace Criteria |
Return & Exchange Readiness |
|
|
validated by Brand · Missing component/ Short content substantiated appropriately · Open/ broken seal & appropriately substantiated · Received product packaging is in distorted/Torn /Damaged condition to the unacceptable extent. |
returning wrong product / Unacceptable packaging condition. · While returning/ex changing the product for damage/ope n or broken seal/ short content it is to ensure that the Intact product with original/com plete content (except missing case) including freebies & tag/label/bar codes are packed in the original packaging. · While returning/ex changing defective product ensure the copy of brand acknowledge ment (as applicable) are sent with the Intact product with original content including freebies & tag/label/bar codes in the original packaging. |
Product Category | Return/Exc hange option open period |
Return & Exchange/Repl ace Criteria |
Return & Exchange Readiness |
Home & Kitchen (Non- electrical):
(Cookware, Tableware, Serve ware, Kitchen storage & containers, Gas stoves, Kitchen tools, Home décor, Home furnishing, Storage & Organisation etc.) |
7days |
Return/Exchange is possible only in the following rare event of: · Don't like the product · Received wrong/differen t product · Damaged product received. · Defective product received. · Received product is having sign of use. · Missing component/ Short content substantiated appropriately · Received product packaging is in distorted/Torn /Damaged condition to the unacceptable extent. |
We appreciate the following things are followed while returning/exchangin g the product pack: While returning/exchange the product ensure that the unused, original intact product with original/complete content (except missing case) including freebies & tag/label/barcodes are packed in the original packaging condition. |
- Circumstances under which the certain Non- Returnable/Exchangeable product categories are accepted by PAYMENOW for Return/Exchange:
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness |
Beauty & Personal Care (Skin care, |
Return/Exchange option is not available in the system in general for these |
Return/Exchange is possible only in the following rare event of: |
We appreciate the following things are followed while |
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness |
Hair Care, Makeup, Grooming, Personal Care, Vitamins & Supplemen ts, Health Food & Drink etc.) |
products except for the cases mentioned alongside. |
· Received wrong/different product · Damaged product received appropriately substantiated · Short content/incomplete set · Open/ broken seal appropriately substantiated · Received product packaging is in distorted/Torn/Da maged condition to the unacceptable extent. |
returning/exchanging the product pack: · Product pack box should be unopened with seal intact (as applicable) while returning wrong product / Unacceptable packaging condition. · While returning/exchan ging the product for damage/open or broken seal/ short content it is to ensure that the Intact product with original/complet e content (except missing case) including freebies & tag/label/barcod es are packed in the original packaging.The item should be kept in its original condition. |
Innerwear : (Lingerie, Vests, Thermals, Drawers, Briefs, Socks etc...) |
Return/Exchange option is not available in the system in general for these products except for the cases mentioned alongside. |
Return/Exchange is possible only in the following rare event of:
· Received wrong/different product · Damaged product received appropriately substantiated |
The following things are to be followed while returning/exchanging the products: · Pack box should be unopened with seal intact (as applicable) while returning wrong product / Unacceptable |
Produc t Catego ry |
Return/Excha nge option open period |
Return & Exchange/Replace Criteria |
Return & Exchange Readiness |
|
|
· Short content/incomplete set · Open/ broken packet seal (where applicable) appropriately substantiated · Received product packaging is in distorted/Torn/Da maged condition to the unacceptable extent. |
packaging condition. · While returning/exchan ging the product for damage/open or broken seal/ short content it is to ensure that the Intact product with original/complet e content (except missing case) including freebies & tag/label/barcod es are packed in the original packaging. |
- Customer willing to return the purchased product(s) needs to go to the Return link in the Order history page and submit Return request by selecting the appropriate reason of return & uploading the substantiation [Refer the Portal]
- Once Return request is accepted by PAYMENOW a confirmation will be updated on customer's a/c followed by message
If in case the pickup service is not available at the given address it is requested to ship the product in closed transport pack/original pack (whichever is applicable) to the destination address(as confirmed by PAYMENOW) through any courier of customer's choice that has package tracking capabilities. Customer needs the following return documentation to initiate return.
- A copy of invoice highlighting the items being returned (place it inside the return package).
- Declaration of item details, value and return reason (paste on the return package); and
- A return label with tracking barcode (provided by PAYMENOW) / Return address given by PAYMENOW (paste on the return package).
Note:
The declaration and the return address may either be printed or handwritten.
- The return shipping expenses up to Note: Rs 50/- amount will be refunded to the customer wallet or the linked bank a/c in this case. For self- return case refund will be processed once the returned product has been received by the seller.
(Courier Name, Date of dispatch & Away Bill No to be provide by the customer in the PAYMENOW system while opting for Self-Return)
- Customers are allowed to change the pick-up address (different from the delivered address), provided the pick-up service is available at the new
- If the product is not eligible for a replacement or exchange after delivery for some reason such as the product being out of stock, discontinued product…etc customer may return the product within the return period & take
- PAYMENOW is having policy to check the returnable product(s) for the following broad level conditions during pick up on a case-by-case
Checking Parameter | Illustration |
Correct Product |
IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be attached and clearly visible. |
Condition |
Product should either be in fresh condition or be in same condition as stated by the customer. |
Complete Product assortment |
All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present. (excluding the case where customer complained about the same issue) If an issue is reported with any electronic item a technician shall visit the location to assess such issue. If the electronic device contains any personal information, such information should be removed prior to returning. PAYMENOW shall not be liable for any misuse of such information by third parties if such personal information is not removed prior to returning. |
Unused Product |
The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted, and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices. (Excluding the case where customer complained about the same issue) |
Undamaged Product |
The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes. (excluding the case where customer complained about the same issue) |
Checking Parameter | Illustration |
Undamaged Packaging |
The product's original packaging/ box should be undamaged. (excluding the case where customer complained about the same issue) |
## To ensure successful return/exchange pick-up, it is always suggested to return the product in original condition with brand's/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein.
However, in case the original box is not available customers need to keep the product (to be returned) ready in transportable packet.
- For QC pick up on-field executive will check the product in front of the customer/deputed representative, take reference images & upload on the Customer will get OTP in the registered mobile phone which needs to be shared with the on-field executive.
The on-field executive will refuse to accept the return if found any disparity.
Refund will be processed within 48 hours of Return pick up.
- For products where installation service is provided by the Brand, customers are strongly suggested NOT to open the product packaging by Violation of this will result into void of warranty and/or Return/Refund denial.
- Customers are suggested to contact to the brands first for the resolution on any deficiency (covered under warranty clause like manufacturing defects, functional issue etc.) with the products carrying the manufacturer warranty (e.g., Electrical appliances, Electronic devices, Toys, Watches etc.). Brand authorised service personnel will check the respective product & resolve the faulty/ defective part of the product in case required. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the
- If any or all of the products that were originally part of an order placed using an offer are returned, then that offer will no longer be valid. In case of refund, the customer needs to return all the products that were originally a part of the order or part thereof, in respect of which refund is sought or were otherwise delivered to the customer along with the order on a complementary, supplementary or any other basis and actual amount paid by the customer shall be refunded. However, in the case of a replacement / exchange, the replacement/exchange order will get the benefit of the same offer that was applied to the original order. It is clarified and understood that in case of a specific offer being applicable with respect to a combination pack or complementary products for a given set of products, part return/exchange/refund for one/more of the products for such combination pack or set may not be provided save and except in circumstances wherein PAYMENOW, at its sole discretion, determines that such part return/exchange/refund is It is further clarified that as
regards delivery fee, in the event delivery charges are waived off or reduced with respect to any order on account of such order being of an amount above a particular amount or any other condition being satisfied as per PAYMENOW's policy and subsequently pursuant to return/refund/exchange/modification of the order or part thereof, the said order is rendered to be non-compliant with the condition on which the delivery fee was waived or reduced, PAYMENOW shall be entitled to the said delivery fee or the applicable difference thereof which may be adjusted in return charges or recovered otherwise as PAYMENOW deems fit.
For the Brand contact No refer to the respective product details in the system.