This Return & Refund Policy applies to all purchases made on retailz.shop, operated by BALAGANAPATHY RETAILZ SHOP ("Retailz", "we", "our", "us").

Retailz.shop is a multi-vendor intermediary marketplace. While products are sold by independent sellers, Retailz manages and oversees returns to ensure compliance with Indian e-commerce laws and a consistent customer experience.

1. RETURN WINDOW

Customers may request a return within 3 days from the date of delivery, unless otherwise specified on the product page.

2. ELIGIBLE RETURNS

Returns are accepted under the following conditions:

• Product is damaged during delivery

• Wrong product delivered

• Product is defective or not functioning as intended

All requests are subject to verification and approval by Retailz.

3. NON-RETURNABLE ITEMS

The following categories are not eligible for return unless received damaged or defective:

Hygiene / Personal Use Items

• Innerwear, lingerie, socks, face masks

• Toothbrushes and grooming items

Beauty & Personal Care

• Skincare, cosmetics, perfumes

👉 Not eligible if seal is broken

Food & Consumables

• Packaged foods, snacks, supplements

Customized / Made-to-Order Products

• Personalized or engraved items

Digital Products

• E-books, software, subscriptions, gift cards

Clearance / Final Sale

• Items marked “No Return” or heavily discounted

Fragile Items

• Glass or delicate items

👉 Return allowed only if damaged during delivery

4. RETURN PROCESS (PLATFORM CONTROLLED)

• Return requests must be initiated through Retailz within the return window

• Retailz will manage and coordinate the return process

• Sellers are required to accept valid returns and cooperate

• Retailz reserves the right to approve or reject requests at its sole discretion

5. PROOF & VERIFICATION REQUIREMENTS

To prevent fraud and ensure fair resolution:

• Customers may be required to upload clear photos or videos of the product

• For high-value items, a complete unboxing video may be required

• Returns may be rejected if sufficient proof is not provided

Serial/IMEI Verification

• For products with unique identifiers (IMEI/serial number/barcode):

• Return will be accepted only if the identifier matches the shipped product

• Tampered or mismatched items will be rejected

6. PICKUP & SHIPPING

• Eligible returns are free of cost to customers

• Pickup will be arranged by Retailz or its logistics partners

• Customers must ensure proper packaging for pickup

Logistics Liability Split

• Seller: pre-dispatch defects or wrong items

• Logistics partner: transit damage or delay

• Retailz: coordination and resolution support

7. REFUND METHOD

• Refunds will be issued to the original payment method (bank/UPI/card)

• In specific cases, Retailz may offer replacement instead of refund based on product type and availability

8. REFUND TIMELINE

• Refunds will be processed within 10 days after approval

• Actual credit time may vary based on bank/payment provider

9. SELLER RESPONSIBILITY & PENALTIES

Sellers must:

• Accept valid returns

• Provide accurate listings

• Deliver genuine products

Penalties may apply for:

• Fake or counterfeit products

• Wrong item delivery

• Delay in approval or cooperation

Retailz may:

• Deduct penalties from seller payouts

• Hold settlements

• Suspend or terminate seller accounts

10. FRAUD & ABUSE CONTROL

• Excessive return requests may trigger account review

• Fraudulent claims may result in account suspension or blocking

• Legal action may be taken in severe cases

11. CHARGEBACK & PAYMENT REVERSAL

• In case of payment disputes or chargebacks:

• Retailz may reverse refunds or recover amounts

• Seller payouts may be adjusted accordingly

12. LIMITATION OF LIABILITY

• Retailz’s liability is limited to the order value

• Retailz is not liable for indirect or consequential losses

13. COMPLIANCE WITH INDIAN LAW

This policy complies with:

• Consumer Protection (E-Commerce) Rules, 2020

• Applicable consumer and IT laws in India

14. DISPUTE RESOLUTION

• Retailz acts as the final authority in return disputes

• Escalation process:

1. Customer Support

2. Grievance Officer

3. Arbitration (final stage)

15. ARBITRATION & JURISDICTION

• Governed by Indian law

• Disputes resolved via arbitration under Arbitration Act, 1996

• Seat: Sivakasi, Tamil Nadu

• Courts in Sivakasi have exclusive jurisdiction

16. GRIEVANCE OFFICER

Name: BALAGANAPATHY RETAILZ SHOP
Email: balaganapathyretailzshop@gmail.com
Response Time: Within 48 hours

17. POLICY UPDATES

Retailz reserves the right to modify this policy at any time. Continued use implies acceptance.