Order Cancellation and Return Policy

This Order Cancellation and Return Policy ("Policy") governs the order cancellation and return request raised by the Buyer in accordance with the terms of this Policy.

Any capitalised terms used herein this Policy and not defined explicitly shall have the same meaning as defined in the Terms of Use, as amended from time to time.

The Users understand that Arzooo (hereinafter referred to as 'we') is an intermediary platform and shall only mediate the Return Request. Except for any Logistics RVP, it shall be sole responsibility of the Seller to resolve the issues/ concerns raised by the Buyer pertaining to the Return Request.

We shall not assume any liability for any failure on the part of the Seller to resolve the Return Request raised by the Buyer.

Cancellation Policy

Orders cannot be cancelled once the tax invoice has been generated.

RETURNS POLICY

A. RETURN REQUEST

The Buyer may raise a Return Request on the Platform for any one of the following reasons:

1. Product(s) is physically damaged or is defective, including damage to the outer box delivered;

2. warranty issues or quality related issues with respect to the Product delivered;

3. wrong Product or the Product is not matching the description or specifications mentioned on the listing page on the Platform;

4. part of the Order/ Products is found to be missing due to reasons attributable to the Seller.

5. part of the Order/ Products are found to be missing due to any reasons attributable to the logistics;

6. Product was damaged in-transit;

At the time of making a Return Request on the Platform, Buyer will be required to provide appropriate supporting documentation/ proof including without limitation:

1. images of the Product(s) indicating the issue in the Product/ shipment delivered. The images need to capture the following: (a) the shipping label with Order ID; (b) Order details; (c) packed shipment; (d) issue observed by the Buyer in the Product; (e) damages to the Product; and/or (f) the IMEI number (in case the Product is a mobile phone);

2. unboxing/ normal video clip indicating the issues in the Product/ shipment delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, damages in the Product, IMEI number (in case of mobile phones), any tampering with the outer box etc.;

3. copy of bill/ tax invoice for the Product received;

4. All return-related comments must be recorded in the transporter/logistics provider's Proof of Delivery (PoD);

5. The return process must be initiated through the Arzooo App along with a copy of the PoD.

Additionally, a dispute must be raised within 24 hours on the Arzooo App. Returns not meeting these requirements will not be accepted. Time Limit for Returns: No returns will be entertained beyond 24 hours from the delivery date.

If any further information or clarification is required from the Buyer, we will contact the Buyer.

Upon receipt of a Return Request from the Buyer, the same will be displayed on the Platform. We will internally scrutinize the Return Request raised by the Buyer and notify the Seller.

B. DECISION ON THE RETURN REQUESTS

Basis our internal scrutiny of the Return Request raised by the Buyer, any of the following may occur:

1. Approval of the Return Request: The Return Request shall be approved under the following scenarios:

a) The Return Request has been approved by the Seller. In such case, the Reverse Shipment will be shipped to the Seller; or

b) If we determine that the Return Request is a Logistics RVP, in such case, (i) we will pay the full value (as declared) of the Shipment to the Seller; and (ii) we shall have the right to proceed with the liquidation of such Reverse Shipment.

In case of approval of the Return Request, if the Buyer has already paid for the Order, the order amount for the Product(s) shall be refunded to the Buyer or third party as per instructions of the Buyer.

Refund Policy

1. Refunds will be processed to the designated bank account after:

i. The returned product is successfully picked up; and

ii. A thorough review and validation of the returned product.

2. The refund process will be completed within 7–10 days of refund confirmation.

Note: This policy is applicable to all orders placed through the Arzooo App and is subject to change at the discretion of the company.

2. Rejection of the Return Request: The Return Request raised by Buyer shall be rejected, in case of any of the following reasons:

a) If the Buyer does not respond to the inquiry calls and/or communication via other modes made by us to procure missing documentation and information in relation to the Return Request; or

b) supportive documents are insufficient, or Buyer is unable to provide sufficient proof in support of the claim.

c) If the Buyer’s return history shows excessive returns, then the Return Request of the Buyer may be rejected.

In all the above-mentioned cases wherein, the Return Requests are approved by the Seller, refund will be initiated to the Buyer. We disclaim all responsibility and liability with respect to any Return Request, except for Logistics RVP which are accepted by us and Seller(s) agree not to hold us liable for any such claims or disputes.

We may, in our sole discretion, check the contents of the returned Shipment that are picked up from the Buyer, however, we shall not assume any responsibility or liability with respect to such verification of the Shipment. If we choose to do such verification, our check will be limited to checking that the Products which are handed over to us match the description of the Products, quantity, colour, size, and/ or brand with the Product for which Return Request has been raised. Buyer's return request shall automatically stand cancelled in case the Products handed over to us do not pass the verification check. We will not entertain any further return request in case of any cancellation due to verification check.

We may modify this Policy from time to time, and any such changes will be reflected on the Platform and be effective immediately upon the changes being reflected on the Platform. Users agree to be bound to any such changes or modifications and understand and accept the importance of regularly reviewing the Policy as updated on the Platform from time to time. Arzooo is the brand name of Moksha Retails Global Private Limited (“Moksha”), effective as of November 8, 2024. Moksha expressly disclaims any liability, obligation, or responsibility of any nature, whether contractual, statutory, tortious, or otherwise, towards any third party for any acts, omissions, obligations, claims, disputes, or liabilities arising from or relating to Arzooo prior to this date. Any and all such pre-existing liabilities, including but not limited to financial, contractual, operational, or legal obligations, shall remain solely with the original entity/entities or persons with whom such liabilities were incurred and shall under no circumstances transfer to or be enforceable against Moksha. This disclaimer of liability shall apply irrespective of any transition, rebranding, or association between Arzooo and Moksha and shall be binding on all third parties.