Return, Refund and Cancellation Policy

Last Updated Sept 5, 2024

1. Introduction

This Refund and Cancellation Policy ("Policy") outlines the terms and conditions for returns, refunds, cancellations, and exchanges for products and services offered through Doolive Seller Services and Communications Private Limited ("Doolive," "we," "our," or "us"). As a marketplace platform connecting vendors with customers, the specific terms for returns, refunds, cancellations, and exchanges are set by individual vendors and may vary.

2. General Policy

Doolive acts as a facilitator between vendors and customers. While each vendor has the flexibility to set their own return and refund policies, Doolive enforces transparency and requires vendors to clearly communicate these policies on their product listings.

3. Vendor Policies

Each vendor on the Doolive platform is required to clearly state their policies regarding:

  • Returns and Refunds
  • Cancellations
  • Exchanges

These policies must be easily accessible on the vendor's profile or product/service listing page. Doolive encourages customers to review these policies before making a purchase.

4. Returns and Refunds

4.1. Vendor-Specific Return Policies

Return policies are determined by individual vendors. Some vendors may allow returns within a 7-day window from delivery, while others may not offer returns at all. Customers should carefully review the vendor’s return policy before completing a purchase.

4.2. Conditions for Returns (If Allowed by Vendor)

If a vendor allows returns, the following conditions typically apply:

  • Return Window: The return window is determined by the vendor and will be clearly stated in their policy. If a vendor allows returns, a minimum of 7 days from the date of delivery will be offered.
  • Product Condition: Items must generally be returned in original condition, with all tags, packaging, and accessories intact, unless the item is defective or damaged upon delivery.
  • Proof of Purchase: A valid order ID or receipt must be provided for initiating returns.
4.3. Refund Methods

Refunds will be issued according to the vendor’s policy, either through the original payment method or as store credit. For defective or damaged products, the vendor must process refunds to the original payment method.

4.4 Return Shipping Fee
  • If a customer returns a product, then the seller is charged a return shipping fee based on the weight of the shipment.
  • If an order is not delivered to a customer and gets converted to an RTO (Return to Origin), the seller will not be charged any additional shipping fee.
  • All returns & RTO-related charges can be tracked & managed using different tools that are provided to Doolive sellers.
  • Please note that for some exceptional cases, the return shipping fees can be waived.
4.5. Processing Time

The time frame for processing returns and issuing refunds is determined by each vendor and will be communicated in their policy. However, Doolive requires that vendors process returns within 7 business days of receiving the returned item.

5. Cancellations

5.1. Cancellation Flexibility
  • Before Shipment/Service Initiation: Vendors must allow cancellations before products are shipped or services are initiated.
  • After Shipment: Cancellations may be restricted after shipping, with refunds or exchanges governed by the vendor’s return policy.
5.2. Cancellation Fees

Vendors must clearly outline any applicable cancellation fees in their policies. These fees cannot exceed 10% of the order value unless otherwise specified by the vendor.

5.3. Refunds for Cancellations

Full refunds must be provided for cancellations made before the product is shipped or service initiated. If cancellation occurs after shipment, the vendor’s return policy will apply.

6. Exchanges

6.1. Exchange Window

Exchanges must be offered within at least 7 days of delivery for eligible items, particularly in the case of defective or damaged goods.

6.2. Conditions for Exchanges
  • Product Condition:Items must be in original condition, with tags and packaging intact, except in cases of defective or damaged products.
  • Availability: Exchange is subject to the availability of replacement items. If unavailable, vendors should offer a refund or store credit.

7. Doolive’s Role

7.1. Facilitation

Doolive acts as an intermediary, facilitating communication between customers and vendors regarding returns, refunds, cancellations, and exchanges.

7.2. Dispute Resolution

In cases of disputes, Doolive may mediate between the parties. While we do not guarantee specific outcomes, Doolive will ensure vendors honour their policies and follow fair business practices.

7.3. Vendor Compliance

Doolive monitors vendor adherence to their stated policies. Vendors who fail to comply with their policies may face penalties or removal from the platform.

8. Customer Responsibilities

8.1. Policy Review

Customers are responsible for reviewing and understanding vendor-specific policies before making a purchase.

8.2. Communication

Customers should communicate directly with vendors for any issues related to returns, refunds, cancellations, or exchanges. For unresolved issues, Doolive is available to assist.

8.3. Documentation

Customers should retain all relevant documentation (e.g., order confirmations, receipts, communication with vendors) in case it is needed for dispute resolution.

9. Exceptions

9.1. Legal Requirements

Notwithstanding vendor policies, Doolive and its vendors will comply with all applicable laws regarding consumer rights, including mandatory cooling-off periods, return rights, and warranties.

9.2. Product Defects or Misrepresentation

In cases of defective or misrepresented products, Doolive will ensure that customers receive a refund, replacement, or exchange regardless of the vendor’s return policy.

10. Changes to This Policy

Doolive reserves the right to modify this Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to this Policy constitutes your acceptance of such changes.

11. Contact Information

For any queries regarding these Terms, please contact us at:

DOOLIVE SELLER SERVICES AND COMMUNICATIONS PRIVATE LIMITED

Address: P. NO. 79, SHRIKRUSHNA NAGAR, NEAR BHAVANS SCHOOL, KHARBI, NAGPUR, MAHARASHTRA - 440 024, INDIA

Email: [email protected]

Phone: +91 77570 51548