This Shipping, Cancellation, Return and Refund Policy (“Policy”) applies to all orders placed with CrushKart through its official website (“Website”).

This Policy explains how orders are processed and delivered, when an order may be cancelled, the limited circumstances in which a product may be returned or replaced, and the manner in which an approved refund will be processed.

By placing an order through the Website, the customer confirms that they have read and accepted this Policy together with CrushKart’s Terms and Conditions, Privacy Policy, product-specific terms and any terms communicated at checkout.

Nothing in this Policy is intended to restrict any right or remedy available to a consumer under applicable law.

1. SCOPE OF THIS POLICY

This Policy applies only to products purchased directly from CrushKart through the Website.

Products purchased through a third-party marketplace, reseller, social-commerce platform or another independent seller will be governed by the policies applicable to that transaction, unless the order was expressly accepted and fulfilled by CrushKart.

For the purposes of this Policy:

·       “Customer” means the person who places the order or the lawful recipient of the product.

·       “Order” means an order placed through the Website and accepted by CrushKart.

·       “Product” means an item purchased from CrushKart.

·       “Delivery Date” means the date on which the shipment is recorded as delivered to the customer, recipient or another person authorised to receive it at the delivery address.

·       “Business Day” means a day other than a Sunday or public holiday on which commercial banks are ordinarily open for business in Delhi.

·       “Customised Product” means a product sourced, personalised, printed, engraved, assembled, packed or prepared according to instructions, selections or content provided or approved by the customer.

2. SUMMARY OF CRUSHKART’S RETURN POSITION

CrushKart follows a limited return and replacement policy.

CrushKart does not ordinarily accept returns, exchanges or refunds merely because the customer:

·       changed their mind;

·       no longer requires the product;

·       does not personally like the colour, design or appearance;

·       selected the wrong product, quantity, colour, size, character or variant;

·       did not review the product description or dimensions;

·       incorrectly estimated the product’s size or suitability;

·       received a random or assorted design that was not their preferred design;

·       found the same or a similar product at a lower price elsewhere; or

·       expected an accessory, feature, quantity or item that was not stated to be included.

However, CrushKart will review and provide an appropriate remedy where a product is delivered damaged, defective, incomplete, incorrect, materially different from its description, unsafe, spurious or otherwise eligible for a remedy under applicable law.

Two separate reporting periods apply:

Delivery-related issues: 12 hours

Visible transit damage, tampered packaging, missing items, incorrect products, incorrect quantities and incorrect confirmed variants must be reported within 12 hours of delivery.

Other eligible product defects: 15 days

An eligible defect that could not reasonably have been identified during initial unboxing must be reported promptly after discovery and no later than 15 days from the Delivery Date.

The 15-day period is an eligibility window for valid product issues. It does not create a general change-of-mind return right.

PART I: SHIPPING AND DELIVERY

3. ORDER PROCESSING

Once an order has been placed, CrushKart may verify:

·       product availability;

·       payment status;

·       quantity and variant selected;

·       delivery address;

·       customer contact information;

·       promotional eligibility;

·       customisation details, where applicable; and

·       any information reasonably required to process the order.

Order processing may include stock verification, quality checking, product picking, customisation, assembly, packing, invoicing and assignment to a delivery partner.

The applicable processing and estimated delivery period will be the period communicated on the relevant product page, at checkout, in the order confirmation or through a subsequent official communication from CrushKart.

Processing and delivery periods may vary according to product availability, quantity, customisation, destination, courier serviceability, sale periods, public holidays and other operational factors.

An estimated dispatch or delivery date is not a guaranteed delivery date unless CrushKart has expressly confirmed it as guaranteed in writing.

CrushKart may place an order on hold where customer verification, payment confirmation, address correction or customisation approval is required. Any delay caused by the customer’s failure to provide the required information will not be treated as a delay attributable to CrushKart.

4. PRODUCT AVAILABILITY BEFORE DISPATCH

All products are subject to availability.

A product may become unavailable after an order has been placed because of simultaneous orders, stock discrepancies, damage discovered during quality checking, supplier-related issues or an error in inventory records.

Where a product becomes unavailable, CrushKart may:

1.       cancel the unavailable product and process the applicable refund;

2.       offer a suitable alternative, subject to the customer’s approval;

3.       dispatch the remaining available products and refund the unavailable product; or

4.       cancel the complete order where partial fulfilment is not reasonably possible.

CrushKart will not replace an unavailable product with a materially different product without the customer’s consent.

Where CrushKart cancels a prepaid product because it cannot be supplied, the amount paid for that product will be refunded in accordance with this Policy.

5. PACKAGING AND QUALITY CHECK

CrushKart will make reasonable efforts to inspect and securely pack products before dispatch.

The form of packaging may depend on the product’s nature, dimensions, fragility and manufacturer packaging. Protective packaging may include courier bags, boxes, wrapping, fillers, cushioning or other suitable materials.

Certain products may remain sealed in their original manufacturer or collectible packaging. CrushKart may not open such packaging where opening it would:

·       break the original seal;

·       affect hygiene;

·       reduce collectible value;

·       reveal a mystery or blind-box product; or

·       make the product unsuitable for sale.

A quality check may identify visible defects but cannot guarantee detection of every latent or internal manufacturing defect.

Minor marks, dents or folds on the outer courier packaging will not by themselves make a product eligible for return where the product and its essential retail packaging remain materially unaffected.

Where retail packaging forms an important part of the product, including collectible, display or gift-ready packaging, material damage to that packaging may be considered while reviewing a claim.

6. SHIPPING CHARGES

Any applicable shipping charge will be displayed before the customer confirms the order.

Shipping charges may depend on the order value, delivery location, parcel dimensions, weight, delivery method, Cash on Delivery availability or a promotional offer.

CrushKart will not impose an undisclosed mandatory shipping charge after the order has been confirmed.

Where an order qualifies for free shipping subject to a minimum order value, subsequent cancellation of part of that order may result in recalculation of the shipping benefit if the remaining order no longer satisfies the qualifying condition.

Where CrushKart elects to split an order into more than one shipment, no additional shipping charge will be imposed solely because of that operational decision.

7. TRACKING AND SPLIT SHIPMENTS

Once an order has been dispatched, CrushKart may provide the customer with shipment details through email, SMS, WhatsApp, the Website or another official communication channel.

Tracking information may take time to become active after the shipment has been handed to the courier.

An order containing multiple products may be delivered in separate shipments. The customer should review the applicable shipment details before reporting a product as missing.

Delivery of one shipment does not necessarily mean that the entire order has been delivered.

8. DELIVERY ESTIMATES AND DELAYS

CrushKart will make reasonable efforts to deliver the order within the estimated period communicated to the customer.

Delivery may be delayed because of:

·       courier congestion;

·       weather conditions;

·       transport disruption;

·       public holidays;

·       local restrictions;

·       strikes;

·       natural disasters;

·       high-volume sale periods;

·       incorrect or incomplete delivery information;

·       recipient unavailability;

·       security restrictions;

·       regulatory action; or

·       another event beyond CrushKart’s reasonable control.

Where a shipment is materially delayed, the customer may contact CrushKart for an updated status.

CrushKart may investigate the shipment with the courier and, depending on the circumstances:

·       provide a revised delivery estimate;

·       arrange another delivery attempt;

·       treat the shipment as lost;

·       offer cancellation; or

·       provide another appropriate resolution.

Where a product is delivered materially later than the stated delivery schedule and the delay was not caused by the customer or a genuine force majeure event, CrushKart will consider the customer’s request for cancellation, return or refund in accordance with applicable law.

Customers placing orders for birthdays, anniversaries, travel, festivals, events or other date-specific occasions should allow a reasonable delivery margin. CrushKart will not be responsible solely because an estimated delivery does not occur before a personal occasion unless delivery by that date was expressly guaranteed.

9. DELIVERY ADDRESS AND CUSTOMER RESPONSIBILITY

The customer must provide a complete and accurate delivery address, including the recipient’s name, house or unit number, street, locality, city, state, postal code and active mobile number.

The customer is responsible for reviewing this information before confirming the order.

CrushKart will not be responsible for a failed or delayed delivery caused solely by:

·       an incorrect or incomplete address;

·       an incorrect postal code;

·       an inactive or incorrect contact number;

·       restricted access to the delivery location;

·       recipient unavailability; or

·       failure to provide information requested by the courier.

A request to change the delivery address must be made before dispatch. CrushKart will attempt to accommodate such a request where operationally possible, but an address change cannot be guaranteed once processing has commenced.

The delivery address ordinarily cannot be changed after dispatch.

Where a customer requests a change that results in an additional courier charge, the charge will be communicated before the change is confirmed.

10. DELIVERY TO AN AUTHORISED RECIPIENT

A shipment may be delivered to:

·       the customer;

·       the person named as recipient;

·       a family or household member;

·       office reception;

·       building security;

·       a neighbour authorised by the recipient; or

·       another person reasonably appearing authorised to receive the shipment at the delivery address.

Delivery to such a person may be treated as completed delivery unless the customer had communicated a specific delivery restriction and that restriction was accepted by CrushKart or the courier.

Where a delivery OTP is used, the customer should share it only when the shipment is physically being delivered.

A delivery OTP is different from a banking, card or UPI OTP. CrushKart will never require the customer to disclose a UPI PIN, card PIN, CVV, banking password or payment OTP for delivery or refund processing.

11. FAILED DELIVERY AND RETURN TO ORIGIN

A shipment may be returned to CrushKart where delivery cannot be completed because of:

·       an incorrect or incomplete address;

·       recipient unavailability;

·       repeated unsuccessful delivery attempts;

·       refusal by the recipient;

·       inability to collect Cash on Delivery payment;

·       restricted access to the delivery address;

·       the customer being unreachable; or

·       another delivery-related reason.

This is referred to as a “Return to Origin” or “RTO.”

Where the shipment is returned because of an error attributable to CrushKart or the courier, CrushKart may arrange redelivery or refund the applicable amount.

Where the shipment is returned because of an incorrect address, unjustified refusal, repeated customer unavailability or another reason attributable to the customer, CrushKart may:

·       require payment of reasonable redelivery charges before reshipping;

·       deduct actual outward or return-shipping costs from any discretionary refund, where legally permissible; or

·       cancel the order where redelivery is not feasible.

Any deduction will be limited to reasonable delivery costs actually incurred and will be communicated to the customer.

Refusal of a prepaid shipment without a valid reason does not automatically create a right to a full refund.

12. PACKAGE MARKED DELIVERED BUT NOT RECEIVED

Where a shipment is marked as delivered but has not been received, the customer should first check with:

·       family or household members;

·       building reception or security;

·       office reception;

·       authorised neighbours; and

·       any person who may have accepted the shipment at the delivery address.

If the shipment cannot be located, the customer must notify CrushKart within 12 hours of the recorded delivery time.

The customer must provide the order number, tracking details, delivery address and confirmation that the above checks have been completed.

CrushKart may request an investigation from the courier and obtain available proof of delivery, which may include delivery records, recipient details, delivery OTP confirmation, location information, courier-agent confirmation or a delivery photograph.

A refund or replacement will not be issued solely on the basis of the customer’s initial report while the shipment remains under reasonable investigation.

Where the investigation establishes that the shipment was not properly delivered, CrushKart will provide an appropriate replacement or refund.

Where reliable records establish that the shipment was delivered to the customer, recipient or an authorised person at the delivery address, the claim may be rejected.

13. LOST OR DAMAGED SHIPMENT BEFORE DELIVERY

A shipment may be treated as lost where the courier confirms the loss or the available tracking and investigation establish that delivery is no longer reasonably expected.

Where a prepaid shipment is confirmed lost before delivery, CrushKart will, subject to product availability:

·       resend the product; or

·       cancel the affected product and process a refund.

The customer will not be charged for replacement shipping where the loss occurred before delivery and was not caused by the customer.

Where the courier reports that a shipment was materially damaged before delivery, CrushKart may stop delivery and arrange replacement or refund without requiring the customer to accept the damaged shipment.

PART II: ORDER CANCELLATION

14. CANCELLATION REQUESTED BY THE CUSTOMER

A customer may request cancellation before the order has entered an irreversible stage of processing.

A cancellation request may be accepted where the product has not been customised, specially sourced, packed, labelled, dispatched or handed over to the courier.

Submitting a cancellation request does not automatically cancel the order. Cancellation will be effective only after CrushKart confirms it through an official communication.

Cancellation may not be possible where:

·       the order has been packed;

·       a shipping label has been generated;

·       the order has been dispatched;

·       customisation has commenced;

·       a special-order product has been procured;

·       a bulk or event order has entered preparation; or

·       CrushKart has incurred an agreed non-recoverable cost specifically for that order.

A standard retail order successfully cancelled before processing will not ordinarily attract a cancellation charge.

Where cancellation of a customised, bulk or specially sourced order is permitted after work has commenced, CrushKart may deduct a reasonable amount corresponding to the actual non-recoverable work or cost already incurred, provided that such treatment was communicated before confirmation of the order.

An order ordinarily cannot be cancelled after dispatch merely because the customer has changed their mind.

15. PARTIAL CANCELLATION

Where an order contains more than one product, CrushKart may allow cancellation of an individual product if that product has not entered an irreversible processing stage.

Partial cancellation may affect:

·       free-shipping eligibility;

·       minimum-order discounts;

·       bundle prices;

·       coupon eligibility;

·       free gifts; or

·       other order-level promotions.

Where promotional eligibility changes because of partial cancellation, the order and refund may be reasonably recalculated in accordance with the original offer conditions.

CrushKart will explain any material adjustment made to the refundable amount.

16. CANCELLATION BY CRUSHKART

CrushKart may cancel an order, in whole or in part, where:

·       a product is unavailable;

·       a product fails the pre-dispatch quality check;

·       the delivery address is not serviceable;

·       payment fails, is reversed or appears unauthorised;

·       customer or order verification cannot be completed;

·       a material pricing or product-listing error is identified;

·       fraudulent activity or promotional misuse is reasonably suspected;

·       the ordered quantity appears intended for unauthorised resale;

·       legal, regulatory or safety concerns prevent supply; or

·       fulfilment becomes impossible due to circumstances beyond CrushKart’s reasonable control.

Where CrushKart cancels a prepaid product that has not been supplied, the amount paid for that product will be refunded.

CrushKart will not impose a cancellation charge where the order is cancelled by CrushKart.

An alternative product may be offered but will not be supplied without the customer’s approval.

PART III: RETURNS, REPLACEMENTS AND ELIGIBILITY

17. PRODUCTS ELIGIBLE FOR REVIEW

Subject to the applicable reporting period and verification requirements, a product may qualify for a replacement, return or refund where it is:

·       materially damaged at delivery;

·       broken, cracked or leaking at delivery;

·       defective or materially non-functional;

·       unsafe for its represented use;

·       materially different from the description on the Website;

·       different from the product ordered;

·       supplied in an incorrect confirmed colour, character, design, size or variant;

·       materially short in quantity;

·       incomplete because an essential stated component is missing;

·       spurious or counterfeit where authenticity was represented;

·       expired where an expiry declaration applies;

·       contaminated; or

·       otherwise required to be taken back or refunded under applicable law.

A remedy will be determined after reviewing the product description, order record, selected variant, evidence submitted and actual condition of the product.

18. DELIVERY-RELATED CLAIMS: 12-HOUR REPORTING REQUIREMENT

The following issues must be reported within 12 hours from delivery:

·       visible transit damage;

·       broken or cracked product;

·       leakage;

·       tampered, opened or materially damaged parcel;

·       incorrect product;

·       incorrect confirmed variant;

·       missing product;

·       missing essential component;

·       materially incorrect quantity; or

·       shipment marked delivered but not received.

These matters must be reported promptly because delay may make it difficult to determine whether the issue existed when the parcel was delivered.

A claim submitted after 12 hours may be declined where the delay prevents reasonable verification of the condition of the shipment.

However, CrushKart may review a delayed report where:

·       the issue could not reasonably have been identified during initial opening;

·       a latent manufacturing defect is involved;

·       the product presents a safety concern;

·       reliable independent evidence is available;

·       exceptional circumstances prevented timely reporting; or

·       applicable law requires the claim to be considered.

19. LATENT DEFECTS AND THE 15-DAY RETURN WINDOW

A defect that could not reasonably have been identified during initial unboxing must be reported promptly after discovery and within 15 days of the Delivery Date.

Examples may include:

·       a zip, fastening or closure failing during reasonable initial use;

·       a bottle or tumbler leaking despite correct closure and ordinary use;

·       a product mechanism not functioning;

·       binding separating during reasonable initial use;

·       an internal component being absent;

·       a product failing to perform its expressly represented function; or

·       another manufacturing defect becoming apparent only after reasonable inspection or limited initial use.

Reasonable inspection or limited testing required to identify a latent defect will not automatically make the product ineligible.

The customer should stop using a product once a material defect or safety issue becomes apparent.

A request submitted after 15 days may be declined unless:

·       a manufacturer’s warranty applies;

·       the product presents a safety concern;

·       the defect was genuinely latent and could not reasonably have been discovered earlier;

·       a product recall applies; or

·       applicable law requires another remedy.

20. NO CHANGE-OF-MIND RETURNS

CrushKart does not accept a return, exchange or refund solely because:

·       the customer changed their mind;

·       the product is no longer wanted;

·       the customer does not like the colour, pattern, design or appearance;

·       the customer selected the wrong variant or quantity;

·       the customer did not review the measurements;

·       the product is correctly described but appears smaller or larger than expected;

·       the product does not fit an unstated or unrepresented purpose;

·       the customer expected an item shown only as a styling prop;

·       the customer found the product elsewhere at a different price;

·       the customer received a random design from the advertised assortment;

·       the customer received a duplicate mystery or blind-box design; or

·       the customer failed to read the product description before ordering.

This exclusion applies only to preference-based dissatisfaction. It does not apply where the product is damaged, defective, incorrect, incomplete, unsafe or materially misdescribed.

21. ACCEPTABLE PRODUCT VARIATIONS

Certain products may be handmade, hand-finished, printed, moulded, stitched, assembled, imported or manufactured in batches.

Minor variations may therefore occur in:

·       colour tone;

·       pattern placement;

·       print alignment;

·       stitching;

·       paint finish;

·       surface texture;

·       shape;

·       mould lines;

·       polish;

·       dimensions measured manually; or

·       packaging design.

A minor variation will not ordinarily qualify as a defect where it does not materially affect the product’s identity, safety, normal use, stated quantity, structural integrity or essential appearance.

The following will not be treated as acceptable minor variations:

·       broken components;

·       material cracks;

·       leakage;

·       missing parts;

·       non-functioning mechanisms;

·       sharp or unsafe edges;

·       major stitching failure;

·       severe print or paint defects;

·       contamination;

·       material quantity shortage; or

·       a product that cannot be used for its represented purpose.

22. RANDOM, ASSORTED, MYSTERY AND BLIND-BOX PRODUCTS

Where a product is clearly described as random, assorted, mystery or blind box, the customer accepts that a specific colour, character, print, design or rarity is not guaranteed.

Such products are not returnable merely because:

·       the preferred character or design was not received;

·       a duplicate was received;

·       the design was less rare than expected; or

·       the customer no longer wants the product after the sealed packaging has been opened.

A random, assorted, mystery or blind-box product remains eligible for review where it is damaged, defective, incomplete, outside the advertised assortment, materially misdescribed or counterfeit despite an express authenticity representation.

23. CUSTOMISED AND PERSONALISED PRODUCTS

A Customised Product is not eligible for return, exchange or refund because of:

·       a spelling, date or detail submitted by the customer;

·       a low-resolution or unsuitable image provided by the customer;

·       a design, proof or layout approved by the customer;

·       change of mind after customisation has commenced;

·       a preference relating to a feature that matches the approved specification; or

·       an error that appeared in a proof approved by the customer.

A Customised Product may qualify for a remedy where:

·       CrushKart made the customisation error;

·       the product materially differs from the approved instructions;

·       the product was delivered damaged;

·       the product is defective;

·       the wrong product was supplied; or

·       another statutory remedy applies.

Minor colour differences between a digital preview and physical printing may arise because of screen and printing processes. A difference will be reviewed where it is material and outside reasonable production tolerance.

24. HYGIENE-SENSITIVE, SEALED AND USED PRODUCTS

Products that become unsuitable for resale after opening or personal use are not returnable for preference-based reasons.

This may include:

·       opened personal-care or beauty products;

·       jewellery or accessories intended for piercing;

·       used hair accessories;

·       drinkware after use;

·       products used for food or beverages;

·       toothbrushes and other personal-use items;

·       products with broken hygiene seals; and

·       other products identified as hygiene-sensitive on the product page.

This exclusion does not apply where the product was damaged, contaminated, defective, incorrect or unsafe when supplied.

The customer should not use a visibly damaged, contaminated or unsafe product merely for the purpose of testing it.

25. SALE, CLEARANCE AND DISCOUNTED PRODUCTS

A product purchased during a sale or at a discounted price is not returnable merely because it was discounted, subsequently offered at a lower price or described as clearance stock.

However, sale and discounted products remain eligible for review where they are damaged, defective, incorrect, unsafe or materially misdescribed.

Where a product was discounted because of a specific cosmetic imperfection clearly disclosed before purchase, that disclosed imperfection will not constitute an undisclosed defect.

A separate or additional defect not disclosed before purchase may still be reported.

26. PRODUCTS THAT HAVE BEEN USED OR ALTERED

A return or replacement request may be rejected where the product has been:

·       used beyond reasonable inspection or initial testing;

·       washed;

·       altered;

·       repaired or subjected to an attempted repair;

·       damaged after delivery;

·       written on;

·       assembled incorrectly;

·       used contrary to instructions;

·       exposed to unsuitable conditions;

·       returned without essential components; or

·       subjected to ordinary wear and tear.

Reasonable inspection or limited use necessary to identify a latent defect will not automatically disqualify the claim.

Where use was necessary to reveal the defect, CrushKart will consider the nature of the product, the extent of use and the reported issue.

PART IV: CLAIM EVIDENCE AND RETURN PROCESS

27. UNBOXING VIDEO

For claims involving transit damage, tampering, missing items, incorrect products, incorrect quantities or incorrect confirmed variants, the customer must provide a clear and continuous unboxing video wherever reasonably possible.

The video should:

1.       begin before the parcel is opened;

2.       show the parcel in its sealed condition;

3.       clearly show the shipping label;

4.       show all sides of the external package;

5.       show the parcel being opened without cuts or pauses;

6.       show all products and packing material being removed; and

7.       clearly show the reported damage, shortage or mismatch.

A video recorded only after the parcel has been opened may not establish the condition or contents of the package at delivery.

Edited, paused, stitched, selectively recorded or materially incomplete footage may be insufficient where it does not reliably show the opening and contents of the parcel.

Failure to provide an adequate unboxing video may result in rejection where the nature of the claim cannot otherwise be reasonably verified.

CrushKart may consider other reliable evidence where:

·       the defect is latent;

·       the issue is independently verifiable;

·       the product presents a safety concern;

·       the courier has recorded the damage;

·       the customer has an accessibility limitation;

·       the parcel was opened without the customer’s permission; or

·       exceptional circumstances justify further review.

The unboxing-video requirement will be applied reasonably and will not be used solely to defeat a genuine remedy required by law.

28. INFORMATION REQUIRED TO RAISE A CLAIM

A return, replacement or refund request must be submitted through an official CrushKart support channel and should contain:

·       customer’s name;

·       order number;

·       registered email address or mobile number;

·       name and quantity of the affected product;

·       date and approximate time of delivery;

·       clear description of the issue;

·       unboxing video, where applicable;

·       clear photographs of the product;

·       photographs of the external package;

·       photograph of the shipping label; and

·       the remedy requested.

CrushKart may request additional photographs, videos, serial numbers, packaging details, descriptions of use or other information reasonably required to investigate the claim.

Submission of a request does not itself constitute approval.

The customer must retain the product, packaging, tags, accessories, invoice and all supplied components until the claim has been resolved.

29. RETURN AUTHORISATION

A product must not be returned without prior approval and return instructions from CrushKart.

Where a return is approved, CrushKart may provide:

·       a return reference number;

·       pickup details;

·       the approved return address;

·       packaging instructions;

·       documentation requirements; and

·       the period within which the approved return must be handed over.

A product sent without authorisation may be refused, remain unidentified or be returned to the customer.

Approval to send a product back does not necessarily constitute final approval of the refund. The returned product may remain subject to inspection.

30. CONDITION OF THE RETURNED PRODUCT

Unless the nature of the defect makes this impossible, an approved return should include:

·       the product;

·       original retail packaging;

·       tags;

·       manuals;

·       accessories;

·       parts and attachments;

·       warranty card, if supplied; and

·       any other item originally included.

The customer must pack the product securely to prevent further damage during return transit.

Courier labels or tape should not be attached directly to collectible or gift-ready retail packaging where doing so may damage it.

Missing external packaging will not automatically invalidate a genuine defective-product claim where the defect is independently verifiable. However, missing components, customer-caused damage or an incomplete return may affect the available remedy.

31. RETURN PICKUP AND SELF-SHIPPING

Where return pickup is available, CrushKart may arrange pickup of the approved product.

Pickup availability may depend on the delivery location, courier coverage, product dimensions and operational availability.

The customer must keep the correctly packed approved product ready and remain reasonably available for collection.

The courier’s acceptance of the parcel does not constitute final approval of the claim.

Where pickup is unavailable, CrushKart may authorise the customer to send the product through a trackable courier.

The customer must not send a Cash on Delivery return shipment.

Where the return is required because of a verified damaged, defective, incorrect or materially misdescribed product, CrushKart will bear or reimburse a reasonable pre-approved return-shipping cost.

Premium, expedited or unusually expensive return shipping will not be reimbursed unless expressly approved before dispatch.

32. INSPECTION OF THE RETURNED PRODUCT

Once received, CrushKart may inspect the product to verify:

·       product identity;

·       the reported issue;

·       product condition;

·       quantity;

·       accessories and components;

·       tags and packaging;

·       signs of use or misuse;

·       signs of alteration or repair; and

·       consistency with the submitted evidence.

The product may be tested only to the extent reasonably necessary to verify the reported defect.

A claim may be rejected after inspection where:

·       a different product was returned;

·       the reported issue cannot be verified;

·       the product was damaged after delivery;

·       the product has been materially used beyond reasonable inspection;

·       the product was altered or repaired;

·       essential parts are missing;

·       the issue resulted from misuse or unsuitable care; or

·       the claim or evidence is fraudulent.

Where a claim is rejected after inspection, CrushKart will communicate the reason.

The customer may request reconsideration through the grievance-redressal process and provide additional relevant evidence.

PART V: REMEDIES AND REFUNDS

33. AVAILABLE REMEDIES

Where a claim is approved, CrushKart may provide one or more of the following remedies, depending on the nature of the issue:

·       supply of a missing component;

·       replacement of the affected product;

·       repair, where appropriate;

·       partial refund where the customer agrees to retain the product;

·       refund of the affected product; or

·       refund of the complete order where the issue materially affects the complete transaction.

The remedy will depend on:

·       the nature and severity of the issue;

·       availability of replacement stock;

·       whether the issue can reasonably be resolved by supplying a component;

·       whether repair is appropriate;

·       the customer’s preference where a choice is legally or reasonably available; and

·       applicable law.

CrushKart will not require the customer to accept store credit instead of an approved monetary refund unless the customer voluntarily agrees.

34. REPLACEMENTS

A replacement is subject to product availability.

Where the same product or confirmed variant is available, CrushKart may replace the affected product.

Where the same product is unavailable, CrushKart may offer:

·       a materially equivalent alternative, subject to the customer’s approval;

·       another product selected by the customer, with an appropriate price adjustment; or

·       a refund.

A materially different substitute will not be sent without the customer’s consent.

Where only a separable component is missing or defective, CrushKart may supply that component instead of replacing the complete product, provided this reasonably restores the product and does not disadvantage the customer.

A replacement product will be covered by the same delivery and defect protections as the original product.

35. PARTIAL REFUND

A partial refund may be offered where:

·       the customer agrees to retain the product;

·       the issue is limited or cosmetic;

·       the product remains safe and substantially usable;

·       replacement is unavailable; and

·       a partial refund constitutes a fair resolution.

A partial refund will not be imposed where the product is unsafe, materially defective or unusable and another remedy is appropriate.

Acceptance of a partial refund as full resolution of a disclosed issue may close that specific claim. It will not prevent a claim relating to a separate latent or safety defect.

36. REFUND PROCESSING PERIOD

An approved refund will be processed by CrushKart within 15 Business Days.

The 15-Business-Day period will begin as follows:

·       Cancellation before dispatch: from the date CrushKart confirms the cancellation.

·       Product returned for inspection: from the date the returned product is received, inspected and approved for refund.

·       Lost shipment: from the date the shipment is confirmed lost and the refund is approved.

·       Missing-item or partial-refund claim: from the date the claim is approved.

·       Cash on Delivery order: from the date valid refund details are received and verified after approval.

A refund may be delayed where:

·       the required product has not been returned;

·       the returned parcel cannot be identified;

·       inspection cannot be completed because components are missing;

·       required refund information has not been provided;

·       incorrect bank or UPI details were submitted;

·       a chargeback concerning the same transaction is pending; or

·       a reasonable fraud investigation is required.

CrushKart will communicate a material delay where reasonably possible.

37. REFUND METHOD

Refunds will ordinarily be processed to the original payment method.

Depending on the payment method used, the refund may be submitted to the original:

·       debit card;

·       credit card;

·       UPI account;

·       wallet;

·       net-banking source; or

·       payment gateway.

Where the original payment method cannot accept the refund, CrushKart may request verified alternative bank or UPI details.

CrushKart will not ordinarily process a refund to an unrelated third party’s account.

The customer will never be required to disclose a UPI PIN, card PIN, CVV, password or OTP to receive a refund.

CrushKart will not ask the customer to approve a UPI collect request for the purpose of receiving a refund.

38. CASH ON DELIVERY REFUNDS

A refund for a Cash on Delivery order cannot ordinarily be provided in cash through the courier.

The customer may be required to provide a valid:

·       bank account number and IFSC code; or

·       UPI ID supported by CrushKart.

The customer is responsible for ensuring that the refund details are complete and accurate.

The refund-processing period will begin only after valid details have been received and verified.

CrushKart will not be responsible for a failed or misdirected payment caused solely by incorrect refund details provided by the customer.

39. BANK AND PAYMENT-PROVIDER TIMELINES

“Processed within 15 Business Days” means that CrushKart will initiate or submit the approved refund within that period.

After the refund has been processed by CrushKart, the time required for the amount to appear in the customer’s account may depend on the bank, card network, UPI provider, wallet or payment gateway.

Such external posting time is not directly controlled by CrushKart.

Where an initiated refund does not appear within a reasonable banking period, the customer may contact CrushKart for the available refund reference number.

40. SHIPPING-CHARGE REFUNDS

Where CrushKart cancels an entire prepaid order before dispatch, the shipping charge collected for that order will ordinarily be refunded.

Where an entire order is validly returned because all supplied products were damaged, defective, incorrect or materially misdescribed, the original shipping charge may also be refunded where appropriate.

Where only one product in a multi-product order is returned, the original shipping charge may not be refundable if delivery was otherwise successfully completed for the remaining products.

Where a product must be returned because of a verified issue attributable to CrushKart, reasonable authorised return-shipping cost will be borne or reimbursed by CrushKart.

Shipping charges will not be refunded for an ineligible or preference-based return.

41. DISCOUNTS, COUPONS AND REFUND CALCULATION

A refund will ordinarily be based on the amount actually paid for the affected product.

A coupon, free gift or promotional discount does not have separately refundable cash value unless expressly stated otherwise.

Where an order-level discount was allocated across several products, the refund for an individual product may reflect the proportionate discount attributable to that product.

Where a partial cancellation or return causes the remaining order to fall below a promotional threshold, the promotional benefit may be reasonably recalculated in accordance with the original offer terms.

Any material adjustment will be explained to the customer.

42. FREE GIFTS AND BUNDLED OFFERS

A complimentary product has no separately refundable cash value.

Where the complete qualifying order is returned or refunded, the customer may be required to return the free gift in its original condition.

Where a partial return causes the remaining order to cease satisfying the free-gift condition, CrushKart may request return of the complimentary item.

A value will not be deducted for a free gift unless the relevant condition and value were clearly communicated and the deduction is legally permissible.

A damaged or defective complimentary product may be reported for review. Depending on availability, CrushKart may replace it or provide another reasonable non-cash resolution.

43. DUPLICATE PAYMENTS

Where the customer believes that payment was charged more than once for the same order, the customer should provide the order number and relevant transaction references.

CrushKart will verify the number of successful payments received.

Where CrushKart received more than one successful payment for the same order, the duplicate amount will be refunded within 15 Business Days after verification.

Where only one payment was received by CrushKart, the additional debit may be a temporary bank hold or failed transaction awaiting reversal by the bank or payment provider.

44. FAILED REFUNDS

A refund may fail where:

·       the original account has been closed;

·       the bank details are incorrect;

·       the UPI ID is invalid;

·       the payment channel cannot accept the refund; or

·       the payment provider rejects the transaction.

Where CrushKart becomes aware that a refund has failed, it may request corrected information and attempt the refund again.

A refund will not be treated as completed merely because an unsuccessful attempt was initiated.

PART VI: EXCEPTIONS, MISUSE AND GRIEVANCE REDRESSAL

45. MANUFACTURER WARRANTIES

A product carries a manufacturer’s warranty only where the product page, invoice, packaging or manufacturer expressly states that a warranty applies.

After the 15-day eligibility window, a product covered by a manufacturer’s warranty may need to be submitted to the manufacturer or authorised service centre in accordance with the warranty terms.

CrushKart may provide available invoice or manufacturer information reasonably required for the warranty claim.

The existence or expiry of a commercial warranty does not remove any independent statutory remedy available to the customer.

46. SAFETY ISSUES AND PRODUCT RECALLS

Where CrushKart becomes aware that a product presents a material safety issue or is subject to a recall, CrushKart may:

·       stop selling the product;

·       contact affected customers;

·       issue safety instructions;

·       request return of the product;

·       provide a replacement;

·       provide a refund; or

·       take another appropriate action.

A safety-related claim will not be rejected solely because the ordinary reporting period has expired where applicable law or the terms of the recall require a remedy.

The customer should immediately stop using a product after receiving a safety or recall notice.

47. FALSE OR FRAUDULENT CLAIMS

CrushKart may reject a claim where reliable evidence establishes that the claim is false, manipulated or fraudulent.

This may include:

·       submitting edited or fabricated evidence;

·       returning a different product;

·       deliberately removing components;

·       damaging a product after delivery and presenting the damage as pre-existing;

·       claiming non-delivery after receiving the product;

·       altering identifying details;

·       seeking a refund after already receiving a chargeback; or

·       submitting the same claim through multiple accounts.

CrushKart may suspend the claim, restrict the customer’s account, disable Cash on Delivery or take other lawful action where serious misuse is established.

A claim will not be treated as fraudulent merely because evidence is incomplete, CrushKart initially disagrees with it or the customer requests escalation.

48. FAIR ASSESSMENT OF CLAIMS

CrushKart will assess a claim on the basis of:

·       this Policy;

·       the relevant product listing;

·       the customer’s order record;

·       selected product variant;

·       courier information;

·       photographs and videos;

·       inspection findings;

·       the customer’s explanation; and

·       applicable law.

A claim will not be rejected solely on a minor procedural technicality where the material facts are otherwise reliably established.

Where a claim is rejected, CrushKart will provide a reasonable explanation through an official communication.

49. GRIEVANCE REDRESSAL

An unresolved complaint may be escalated to the Grievance Officer.

Name: ______________________________
Designation: Grievance Officer
Address: J4/34, Khirki Extension, Malviya Nagar, 110017

The official grievance email address and other contact details will be displayed on the CrushKart Website.

A grievance should include:

·       customer’s name;

·       order number;

·       claim or support reference number;

·       registered email address or mobile number;

·       description of the unresolved issue;

·       relevant evidence;

·       previous communication; and

·       the remedy requested.

The Grievance Officer will acknowledge a consumer complaint within 48 hours of receipt and will endeavour to resolve it within one month, subject to the nature and complexity of the matter.

An acknowledgement confirms receipt of the grievance and does not by itself mean that the claim has been approved.

Customers retain the right to approach a competent consumer commission, authority, regulator or court in accordance with applicable law.

50. GOVERNING LAW

This Policy will be governed by the laws of India.

Subject to any jurisdiction available to a consumer under applicable law, courts of competent jurisdiction in Delhi will have jurisdiction over disputes arising from this Policy.

Nothing in this Policy prevents a consumer from approaching a Consumer Disputes Redressal Commission or another legally competent forum.

51. CHANGES TO THIS POLICY

CrushKart may update this Policy to reflect changes in law, courier arrangements, payment systems, product categories or business operations.

The revised Policy will be published on the Website with an updated effective date.

The version applicable to an order will ordinarily be the version in effect when that order was placed, unless a later change is required by law or is more beneficial to the customer.

52. CONTACT ADDRESS

Questions and claims under this Policy must be submitted through the official contact channels displayed on the CrushKart Website.

Written correspondence may be sent to:

CrushKart
J4/34, Khirki Extension
Malviya Nagar – 110017

End of Shipping, Cancellation, Return and Refund Policy