Refund Policy

RETURNS AND REFUNDS Policy

Returns and refunds are governed by the Return & Refund Policy available on the Website https://www.creelo.in/refund-policy.

Definition: A “Return” refers to the process by which a Buyer requests to send back a product purchased on the Creelo Platform to the respective Seller.

Eligible Scenarios for Return: A return request may be initiated under the following circumstances:

• The product is defective or not functioning as intended;

• The product is received in a damaged condition;

• The shipment is incomplete or certain items are missing; or

• An incorrect product has been delivered by the Seller.

Returns, Refunds and Process

Returns may, where applicable, result in a refund of the purchase amount in accordance with the Seller’s return policy and the Platform’s applicable guidelines.

Key Terms and Process:

• Sellers retain the discretion to accept a return request even where it falls outside the stated policy.

• In case a return request is declined by the Seller, the Buyer may initiate a dispute under Creelo’s buyer protection or grievance mechanism.

• Buyers are advised to carefully review product listings prior to purchase; orders placed incorrectly by the Buyer may not qualify for return or refund.

• Return requests must be raised within the applicable return window for the relevant product, through the prescribed Platform channels.

• Upon receipt of a valid return request, the Seller may, at its discretion, choose one of the following resolutions: (i) replacement after pickup; (ii) refund after pickup; (iii) refund without pickup; or (iv) replacement without pickup.

• Where the Seller accepts the return, the Buyer shall comply with the return instructions, and refunds (if applicable) shall be processed upon successful completion of the return conditions.

• If the Seller fails to respond or close the return request within the stipulated timeline communicated by Creelo, the Platform may resolve the request in favour of the Buyer, subject to verification.

• Special promotional events or sale periods may be governed by separate or modified return policies, as notified on the Platform.

Further for returns being made by Buyer to the Seller of the product, the following conditions needs to be ensured by the Buyer. Returned products must be:

• In original condition

• Should be unused

• Should not be damaged post-delivery (Buyer may be required to provide evidence like unboxing video to prove goods delivered was damaged)

• With original packaging and accessories

• Within the return window

If the product being returned is not in accordance with the above parameters, then Buyer shall not be entitled to any refund of money from the Seller.

Shipping cost for returning the product shall be borne and incurred by the Seller.

Refunds will be processed according to the original payment method.

In case the Seller doesn't have the product at all, Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.

If the Seller doesn't respond to the Buyer's replacement request, within five (5) business days from the date of replacement request placed by the Buyer, refund shall be processed in favour of Buyer and Seller shall be liable to refund amount paid to the Seller.