Returns, Refunds and Replacement Policy

Returns, Refund and Replacement is the scheme provided by various sellers listed on ‘OG-MART’s website available at www.OG-MART.IN or the mobile application under the brand name “OG-MART” (collectively “Platform”), in relation to specific products.  Returns, refund and replacement policy gives you an option to return, replace or exchange items purchased on the Platform, for any reason within the specified return/exchange period, as detailed on the product details page. However, the return/exchange shall be eligible for products that are in good condition, as may be determined by OG-MART.

What can I return?

You may request returns for most items you buy from sellers and suppliers listed on the Platform that are within the return window. However, products that are explicitly identified as ‘not returnable’ on the product detail page cannot be returned.  All returns are subject to other Sections of this policy.

However, if you receive a damaged/defective/wrong product from any seller listed on the Platform, you will still be allowed return/replacement even if the product is categorized as ‘non-returnable’ in the product description.

In case you have purchased a product with which a free product is delivered, and you raise a request for return the main product, you will have to return the free product as well. Further, a product which forms a part of a package of other products, you must return all products that form part of the package to process the refund.

In circumstances where you return an extra or a different product, OG-MART will not be accountable for misplacement or replacement of such product and will not be responsible for its delivery back to you,

The following faults will need to be verified before arranging return free of cost:

1. The quality is not merchantable; and
2. product has low performance;

How to return items?

You can return the products purchased on the Platform within the specified return/exchange period provided on the product description page. To return a product, please follow the steps mentioned below:

If a product is eligible for return, the user will be able to initiate the return request under the ‘My Orders’ section.

Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.

In case you purchase multiple products in a single order, return requests for individual items can also be raised.

Once a return request is raised, OG-MART shall analyze the request and accordingly process the request internally. All return / exchange claims shall be subject to OG-MART’s discretion.

If you have scheduled a pick – up for returning the product, please keep the items ready to be picked up by the delivery partners.

 Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.

At the time of pick up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product. 

Please note that the product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to OG-MART by writing to legalsupport@OG-MART.IN.  Such request may be accepted at OG-MART’s sole discretion and subject to the new address being in serviceable area.

What are the return guidelines?

Prior to creating a return or exchange request on the platform, you shall ensure that, the product:

If the return is not eligible for pickup, a return option will not be available

Once the return is received, you will be provided with a refund or exchange, as requested.

If you intend to return an electronic device that stores any personal information, you must remove/deleted all such personal information from the device prior to returning. OG-MART shall not be liable in any manner whatsoever for any use of such information. Such electronic device should be formatted, and screen lock should be disabled.

No return, replacement or exchange shall be accepted if warranty card, if any, is missing while return, replacement or exchange of product.

The products available on the Platform are usually returnable within 7 days of delivery. However, specific details in relation to each product are mentioned in the product description.

How will I get my refund?

Refund will be credited to the same source of payment from which payment was received, after deducting the cost of return (where applicable), once returned is received. 

If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product.      

In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.

If you have made the payment through your bank account, the refund will be credited to the same bank account from which payment was received after deducting the cost of return (where applicable), once the return is received.

If you have made the payment as cash on delivery, you will be asked to provide us with your bank account details and the refund amount will be credited to the bank account details provided by you. OG-MART shall not be liable to you in case incorrect bank account details have been provided by you.

In case of any discrepancies regarding receipt of refund amount, OG-MART may request for additional information such as bank statement or any other relevant document.

When will I get my refund?

Following are the processing timelines after the product is received by us or when the seller notifies us of the receipt of the products.

Refund Method: Cash on Delivery (Refund to Bank Account), Credit Card, Debit Card, Net Banking, UPI Linked Bank Account

Refund Time Frame: 3-7 Business Days after updating the bank account details

Refunds will not be processed in case of instances whereby the systems of OG-MART cannot generate a refund without manual intervention, i.e., it is not a system generated refund. Manual intervention is typically required in the following instances:

In the event the refund request is raised for a missing product or a product that was not delivered to the customer.

In the event that the delivery partner is unable to update accurate details in the systems of OG-MART regarding the product that has been picked up including tracking details for the product.

In the event the customer has opted for self-shipment, for any reason, and not routed the return via the delivery agents assigned by OG-MART. In the event that the customer has mistakenly returned additional products along with the products for which the return was initiated.

OG-MART may not be able to process refunds in the event of unavailability of services due to any reason including technical issues and downtime,  which may include: (a) downtime in the bank servers which will hamper OG-MART’s ability to process the refunds, (b) downtime in the OG-MART platform or communication channel which disrupts the ability of the delivery partner to update the status of the pick-up, or (c) other technical reasons which disrupts the process of return and refunds, as may be applicable.

Refunds will not be processed if the bank details or UPI ID is not provided or is inaccurate.

OG-MART reserves the right in its sole discretion to refuse Instant Refund for reasons including but not limited to: (i) any fraud or malpractice committed by the user and detected by OG-MART at any point of time, (ii) for any other reason that OG-MART may deem fit.

Can my order be replaced?

All products which are returnable are eligible to be replaced and exchanged, subject to the return options mentioned hereinabove. However, replacement or exchange is subject to stock availability and subject to your address being serviceable for replacement or exchange.

The replacement or exchange request must be raised within the return window period specified on the product detail page.

In case of replacement/exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference amount and if the cost of the new product is less than the original product delivered, the difference amount will be refunded.

How to replace/exchange items?

You can replace/exchange the products purchased on the Platform within the specified return/exchange period, except non-returnable products. To replace/exchange a product, please follow the steps mentioned below:

If a product is eligible for replacement/exchange, the same shall be available against the product under ‘My Orders’ section.

Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.

In case you purchase multiple products in a single order, replacement/exchange requests for individual item can also be raised.

After a replacement/exchange request has been raised, Replacement/Exchange Id will be generated.

Keep the items ready for replacement/exchange pick up. Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.

Once the original product is handed over to the delivery agent, the replaced/exchanged product will be delivered to you separately.

At the time of pick up, the delivery agent may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such quality check, the product shall not be replaced/exchanged, and no refund shall be made against such product.

The product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to OG-MART by writing to legalsupport@OG-MART.IN. Such request may be accepted or rejected at OG-MART’s sole discretion and subject to the new address being in serviceable area.

Further, on receipt of returned product, the product shall undergo a quality check. If the product is in an acceptable condition, as determined by OG-MART at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund shall be initiated.

Miscellaneous

Please note that all the customer claims and requests for return/refund shall be subject to OG-MART’s satisfaction.

OG-MART reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes.

OG-MART also reserves the right, at its sole discretion to cancel any refund for reasons including but not limited to: (a) fraud or malpractice committed by the user or (b) for any other reason that OG-MART may deem fit.

For any further queries regarding return, replacement, exchange or refund, please reach out to customer support at legalsupport@OG-MART.IN