Refund & Return Policy

At BuyWell Marketplace, we want you to be completely satisfied with every purchase. If you are not, our Refund & Return Policy ensures a fair and transparent resolution. Please read this policy carefully before initiating a return.

As per the Consumer Protection Act, 2019 and our marketplace guidelines, all return and refund requests must be initiated within the specified window from the date of delivery.

1. Return Eligibility

You may return a product if:

• The product is damaged, defective, or broken upon delivery.
• The product received is significantly different from the description or images on the listing.
• The product is incomplete (missing parts or accessories as described).
• The product is expired (for consumables/health products).
• The product was not delivered (lost in transit) — report within 7 days of expected delivery.

Non-Returnable Items

• Perishable goods (fresh food, flowers) unless delivered damaged.
• Customised or personalised products made specifically for you.
• Sealed hygiene products (innerwear, sanitary products) once opened.
• Digital products or downloads after access has been granted.
• Products that have been used, washed, or altered after delivery.
• Products returned without original packaging or accessories.

2. Return Window

• Damaged / Defective: 7 days from delivery date.
• Wrong product received: 7 days from delivery date.
• Not as described: 7 days from delivery date.
• Non-delivery / lost in transit: 7 days from expected delivery date.

Requests outside these windows will not be eligible for returns unless the vendor has a specific extended return policy stated on their store page.

3. How to Initiate a Return

1. Log in to your BuyWell account and go to My Orders.
2. Select the relevant order and click "Request Refund / Return".
3. Select the reason for return and provide photos of the product if damaged.
4. Our team will review your request within 2–3 business days.
5. Upon approval, you will receive return instructions via email or WhatsApp.
6. Pack the product securely in its original packaging with all accessories and the order ID written on the box.
7. Hand over to the courier partner as instructed, or we will arrange pickup where available.

4. Refund Process

• Refunds are processed to your original payment method after the vendor confirms receipt and condition of the returned product.
• Razorpay payments: Refund within 5–7 business days to your card/UPI/bank account.
• Offline QR / bank transfer: Refund within 7–10 business days to your registered bank account. You may be asked to share bank details securely.
• BuyWell Wallet credit: Available as an instant option — refund to BuyWell Wallet within 24–48 hours.
• Shipping charges paid by you are non-refundable unless the return is due to our error or a defective product.

5. Exchange Policy

We currently offer exchanges only for size or colour variants of the same product, subject to availability. To request an exchange, follow the same process as a return and select "Exchange" as the resolution. Additional shipping may apply.

6. Damaged During Shipping

If your product arrives visibly damaged:

• Do not accept the delivery if the outer packaging is severely damaged — note the refusal with the courier.
• If opened and found damaged, photograph both the packaging and the product before removing further.
• File a return request within 48 hours of delivery with photos attached.

7. Vendor-Specific Policies

Some vendors may have additional or stricter return policies communicated on their store page. In such cases, the more favourable policy for the customer (between BuyWell's standard and the vendor's policy) will apply, as required under the Consumer Protection Act, 2019.

8. Disputes

If you are unsatisfied with the refund outcome, you can escalate to our Grievance Officer at grievance@buywell.in or file a complaint with the National Consumer Helpline (1800-11-4000) or the e-Daakhil portal.