Returns and Refunds Policy
Reliance Retail Limited, a company incorporated under the laws of India, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400 002, Maharashtra, India ("RELIANCETRENDS.COM") is a retail company which offers various retail solutions, including, through its website www.reliancetrends.com and mobile applications various online lifestyle and fashion solutions, which inter alia facilitates the sale and purchase of lifestyle and fashion merchandise ("Products") by users of the Website and Mobile Applications ("Users").
3.1. If the User is dissatisfied with the purchased Product received from RELIANCETRENDS.COM, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by RELIANCETRENDS.COM after due verification at its sole discretion), a User may initiate a request for returning the Product on the Website. The User shall initiate such requests for a return not later than 30 (thirty) days from the date on which he/she received the delivery of the Product. While raising a request for return on the Website, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour.In case any footwear has been purchased, the original shoebox and packaging has to be returned. RELIANCETRENDS.COM reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
3.2. A User is permitted to fully or partially cancel orders prior to its dispatch from RELIANCETRENDS.COM. Upon successfully placing an order on the Website and/or the Mobile Applications and after RELIANCETRENDS.COM has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by using the unique tracking identity number on the Website and requesting RELIANCETRENDS.COM to process a cancellation. In all events of cancellation, prior to the dispatch of the purchased Products, RELIANCETRENDS.COM shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which RELIANCETRENDS.COM initiates the refund. All refunds, except for refund to store credit, shall be subject to applicable charges as may be deducted by the User’s bank.
3.3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for RELIANCETRENDS.COM to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package.
3.4. Return of or refund for purchased Products shall not be entertained by RELIANCETRENDS.COM if:
- 3.4.1. the Product has been used for reasons apart from checking fit and comfort. If RELIANCETRENDS.COM is satisfied that the Product has been used for reasons apart from checking fit and comfort, RELIANCETRENDS.COM shall reserve the right to reject the return of the Product;
- 3.4.2. the Product has been washed;
- 3.4.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
- 3.4.4. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or Body odour
- 3.4.5. RELIANCETRENDS.COM is satisfied that the Product has been rendered defective or unusable.
3.5. RELIANCETRENDS.COM shall not accept return or refund requests raised for any of the following Products:
- 3.5.1. Lingerie, innerwear, and swimwear;
- 3.5.2. Cosmetics;
- 3.5.3. Deodorants and perfumes;
- 3.5.4. Fashion jewellery;
- 3.5.5. Socks and stockings; and
- 3.5.6. Such other Products as may be specified by RELIANCETRENDS.COM from time to time.
The above mentioned list of products is strictly indicative in nature. In order to determine if a product being sold on reliancetrends.com is returnable or not, please refer to the message mentioned on the product display page.
3.6. RELIANCETRENDS.COM shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the RELIANCETRENDS.COM shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
3.7. It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by RELIANCETRENDS.COM after due verification at its sole discretion).
3.8. RELIANCETRENDS.COM shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. RELIANCETRENDS.COM disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
3.9. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, RELIANCETRENDS.COM shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.The amount to be deducted will be at the discretion of reliancetrends.com after conducting a valuation that is deemed fit.
3.10. RELIANCETRENDS.COM shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request within 2 (two) business days from the date on which it receives a confirmation from its quality checks team. If the request for refund is undisputed by RELIANCETRENDS.COM, the refund should reflect in the User’s bank account and/or the User’s store credit within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which RELIANCETRENDS.COM initiates the refund.
3.11. Refunds shall be processed by RELIANCETRENDS.COM through its normal banking channels except in cases where a User had utilised existing store credit for purchase of Products or opted for the cash on delivery option. Where a User had utilised existing store credit or the cash on delivery option for payment towards the purchased Products, RELIANCETRENDS.COM shall process all refunds into the User’s store credit. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Website and/or the Mobile Applications, RELIANCETRENDS.COM shall process all refunds through a Payment Option (as defined in the Fee, Payment and Promotions Policy) RELIANCETRENDS.COM deems fit, in its sole discretion, to process such refunds. Once the amount is refunded as Store Credits to a user’s RELIANCETRENDS.COM account, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the user’s RELIANCETRENDS.COM account until exhausted for shopping on the website and/or Mobile Application.
For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using available store credit, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then RELIANCETRENDS.COM may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s store credit account and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only as store credit.
3.12. Return of purchased Products are facilitated through RELIANCETRENDS.COM’s reverse-logistics partners. Upon a User making a request for return of Product on the Website and the same being duly acknowledged by RELIANCETRENDS.COM, RELIANCETRENDS.COM’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to RELIANCETRENDS.COM. While RELIANCETRENDS.COM has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, RELIANCETRENDS.COM has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where RELIANCETRENDS.COM is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to RELIANCETRENDS.COM’s returns desk. Upon self-shipping the Product to RELIANCETRENDS.COM’s returns desk, the User shall be required to scan the courier/postal receipt to firstname.lastname@example.org for RELIANCETRENDS.COM’s records. Wherever the User is required to self-ship the purchased product, RELIANCETRENDS.COM shall credit a sum of 150 Store Credits to the customer’s RELIANCETRENDS.COM account. This credit is subject to the returned product passing Quality Check at RELIANCETRENDS.COM’s Returns Desk .
3.13. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 3.9 above and RELIANCETRENDS.COM does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to RELIANCETRENDS.COM to prove his/her claim of return of Products through self-shipment to RELIANCETRENDS.COM. It is specifically clarified that any refunds or exchange shall be processed by RELIANCETRENDS.COM only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.