Returns, Refunds and Replacement Policy
Returns, Refund and Replacement is the scheme provided by various sellers listed on ‘RM eMart’s’ website available at www.rmemart.com or the mobile application under the brand name “RM eMart” (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 RM eMart.
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, RM eMart will not be accountable for misplacement or replacement of such product and will not be responsible for its delivery back to you.
What are the return options?
Products on RM eMart have two return options available:
(a) Wrong/Defect item return option.
(b) All return options.
If a product does not have the above-mentioned options for return, all return options will be applicable to the product.
What is the Wrong/Defect item return option and all return options?
RM eMart provides an ‘all return option’ to its users, wherein users will be able to enjoy certain privileges on a specific product for payment of a premium on the product cost. Features of an all return option are as follows:
Subject to seller’s return/replacement policy provided on the product description, the user will be allowed to return/refund an already purchased product, if the said product is eligible for return/replacement.
The user will be eligible to return the specific product for reasons other than the product being wrong or damaged.
The all return option is available only for specific products.
For users not availing an all return option, shall be eligible for a ‘Wrong/Defect item return option’ .
If you opt for the Wrong/Defect item return option:
Subject to seller’s return/replacement policy, the user will be allowed to return/refund an already purchased product, if the said product is eligible for return/replacement.
The user will be eligible for return/refund of the product if the product received is defective, damaged, wrong or incomplete due to seller’s fault or if the user has received the wrong product.
Will my return be free of cost?
If you have opted for an all return option, you may return the product free of cost no matter what the reason.
If you have opted for the basic return option, you may return the product free of cost if fault with the product lies with the supplier. The following are the faults which lies with the supplier:
- Return Reason Category
- Actual Return Reason
- Wrong Product
- Wrong Size Delivered
- Same product in different color
- Completely different product from the product shown
- Defective Product
- Product is dirty or with stains
- Product is broken
- Product is torn
- Received incomplete product
- Part of the product is missing
- Less quantity than ordered
The following faults will need to be verified before arranging return free of cost:
The quality is not merchantable; or product has low performance; and Late Delivery
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.
After the ‘return request’ has been raised, Return ID will be generated by RM eMart.
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, RM eMart shall analyze the request and accordingly process the request internally. All return / exchange claims shall be subject to RM eMart’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 RM eMart by writing to [email protected]. Such a request may be accepted at RM eMart’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 returned in an acceptable condition, as determined by RM eMart at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund/exchange shall be initiated.
What are the return guidelines?
Prior to creating a return or exchange request on the platform, you shall ensure that, the product:
must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards and other accessories intact;
must not be damaged in your possession;
must be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
must not be used or altered;
must be the same product that was delivered to you; and
must be returned within the return window specified against a product on the product detail page.
Further, IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned product should match the records of RM eMart. Any additional conditions provided in the product details against each product shall be applicable as well.
Further:
Your address and the item that you wish to return must be eligible for return.
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/delete all such personal information from the device prior to returning. RM eMart shall not be liable in any manner whatsoever for any use of such information. Such electronic devices 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 products 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. RM eMart 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, RM eMart 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
Refund Time Frame
Credit Card, Debit Card, Net Banking, UPI Linked Bank Account
3-7 Business Days
Cash on Delivery (Refund to Bank Account)
3-7 Business Days after updating the bank account details
Instant Refund:
RM eMart offers instant refund whereby you will get the refund within 4 (four) hours of the product being picked up and marked by the delivery partners as successfully picked up (“Instant Refund”). The following are the conditions which are required to be met for the return to be eligible for an Instant Refund:
Instant Refunds are only available for cash on delivery orders.
The product which is being returned should have successfully undergone a quality check by the delivery partners and should have been marked as successfully picked up for return on the systems of RM eMart. RM eMart reserves the right to not accept the return in the event the product is damaged, incorrect or for such other reasons as RM eMart deems fit.
In the event where the delivery partner is unable to mark the product as successfully picked up in the systems of RM eMart, as a result of technical issues, RM eMart shall not be liable to process the Instant Refund.
Further, RM eMart shall not be held liable for not processing the Instant Refund for reasons attributable to the delivery partner, which include instances as, product being marked canceled instead of picked up, tracking details not available for the product picked up, etc. In such instances, RM eMart may not be able to process the Instant Refund.
Instant Refunds will not be processed in case of instances whereby the systems of RM eMart 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 RM eMart 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 RM eMart. In the event that the customer has mistakenly returned additional products along with the products for which the return was initiated.
Instant Refunds are not available for customers who have purchased products from Resellers on the RM eMart platform. RM eMart may not be able to process Instant 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 RM eMart’s ability to process the refunds, (b) downtime in the RM eMart 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.
Instant Refunds will not be processed if the bank details or UPI ID is not provided or is inaccurate.
RM eMart 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 RM eMart at any point of time, (ii) for any other reason that RM eMart 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 ‘replacement request’ or ‘exchange request’ under the ‘My Orders’ section on the Platform and follow the screens that are promoted.
In case you purchase multiple products in a single order, replacement/exchange requests for individual items 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 RM eMart by writing to [email protected]. Such a request may be accepted or rejected at RM eMart’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 RM eMart 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 RM eMart’s satisfaction.
RM eMart 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.
For any further queries regarding return, replacement, exchange or refund, please reach out to customer support at [email protected].