Cancellations ,Refunds & Returns

Cancellation

• As a general rule you shall not be entitled to cancel your order once you have received confirmation of the same. If you cancel your order after it has been confirmed, Bazoki shall have a right to charge you cancellation fee of a minimum INR 75 upto the order value (inclusive of applicable taxes), with a right to either not to refund the order value or recover from your subsequent order, the complete/ deficit cancellation fee, as applicable, to compensate our merchant, Shopmasters and delivery partners. Bazoki shall also have right to charge you cancellation fee for the orders cancelled by Bazoki for the reasons specified in the cancellation and refunds policy. In case of cancellations for the reasons attributable to Bazoki or its Merchants, Shopmaster and delivery partners, Bazoki shall not charge you any cancellation fee.

• However, in the unlikely event of an item on your order being unavailable, we will contact you on the phone number provided to us at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund in accordance with our refund policy.

• We reserve the sole right to cancel your order in the following circumstance.

• in the event of the designated address falls outside the delivery zone offered by us;

• failure to contact you by phone or email at the time of confirming the order booking;

• failure to deliver your order due to lack of information, direction or authorization from you at the time of delivery; or

• unavailability of all the items ordered by you at the time of booking the order; or unavailability of all the items ordered by you at the time of booking the order; or

Refunds

• You shall be entitled to a refund only if you pre-pay for your order at the time of placing your order on the Platform and only in the event of any of the following circumstances:

• us cancelling your order due to (A) your delivery location following outside our designated delivery zones; (B) failure to contact you by phone or email at the time of confirming the order booking; or (C) failure to contact you by phone or email at the time of confirming the order booking; or

• you cancelling the order at the time of confirmation due to unavailability of the items you ordered for at the time of booking.

• Our decision on refunds shall be at our sole discretion and shall be final and binding.

• All refund amounts shall be credited to your account within 3-4 business days in accordance with the terms that may be stipulated by the bank which has issued the credit / debit card.

• In case of payment at the time of delivery, you will not be required to pay for:

• wrong order being delivered; or

• items missing from your order at the time of delivery.

Returns

• As a general Rule you are supposed to check the product and its packaging at the time of delivery and you are not allowed to return a product under the following categories i.e. FMCG and Grocery, Vegetables, Fruits, Non-Veg Items, Packed food, Eatables, Cooked Food, Bakery & Dairy, Drinks & Beverages, Processed Food, House hold Items, Tobacco and related products, Medicines. However for other categories i.e. Fashion & Accessories, Electronics & mobile etc the return policy depends on the seller and you are requested to check the return policy before placing your order.

• If you are willing to return the products or items purchased through our Platform, you can raise a request for return by clicking on Help section in the App/Platform only in the following circumstances:

• The request for return can be placed only for the barcoded and / or sealed products. Return cannot be requested for the products under fruits and vegetables, fresh meat and flowers category.

• Product / item was delivered in a physically damaged condition.

• Product / item delivered was different from what was ordered unless explicitly confirmed by the Buyer.

• Product / item is different from its description on the Platform.

• The process for return is as follows:

• You have to raise a request for return by clicking on Help section in the App/Platform which will redirect your request to our Help/Contact Centre.

• The Help/Contact Centre will evaluate whether the return is acceptable as per the criteria mentioned below. If the return request is rejected, the same will communicated to the Buyer through call or by an e-mail. If the return request is accepted, the Help/Contact Centre will assign the return task to the Concierge.

• The return requests have to be placed within 24 (Twenty Four) hours of the product/item delivered.

• The Concierge will pick up the product / item from you from the designated address where the product / item was delivered. The Concierge will attempt the pick-up twice in case the first attempt fails and if the second attempt for pick-up also fails due to the reason attributable to you, we shall cancel your return request.

• If you seek a replacement of the product / item in event of the circumstances mentioned above, you need to raise a request for return as mentioned above wherein your request will be redirected to our Help/Contact Centre. Upon evaluating your request, our Help/Contact Centre will ask you for replacement of the product/item wherein you will have to opt for the replacement.

• The criteria for accepting return and the TAT within which the return can be accepted is as follows:

• The return will be acceptable only if:

• The product / item is not tampered;

• The product / item should be returned with original product package with all the contents in such package which were there at the time of delivery;

• The return acceptance will be subject to Merchant Terms of acceptance;

• The return request has been placed within 24 (Twenty Four) hours of the product/item delivered.