Refund policy

  1. INTRODUCTION 

    The Sustainable Marketplace™ (“Platform”, “we”, “us”) operates as an e-commerce marketplace facilitating the sale of products by independent Sellers, Vendors, Artists, Brands, and Designers (“Sellers”) to customers (“Customer”, “you”). The Platform does not manufacture, own, stock, or directly sell products unless expressly stated otherwise.
    This Policy governs all transactions and is framed in compliance with the Consumer Protection Act, 2019. Specific conditions may vary from Seller to Seller, and we advise customers to review product descriptions before placing orders.

  2. RETURN WINDOW

    To ensure fairness to our Seller and to maintain quality standards, we operate under two specific timelines:

    • Mandatory Reporting Window: To ensure the validity of claims related to damages, defects, or incorrect items, you must report the issue within 72 hours (3 days) of delivery with photographic and video evidence. Reports made after this window may be rejected.

    • Standard Return Window: Unless a different timeframe is explicitly stated on the Product Detail Page (PDP), the total eligibility for initiating a return or exchange request (e.g., for size or fit issues) shall not exceed 7 calendar days from the date of delivery.

    • Brand-Specific Guidelines: Please check the specific Product Page at the time of purchase. 

    Please check the specific Product Page at the time of purchase. If a Seller has listed a unique return window or policy for their item, that brand-specific guideline shall prevail over this general policy.

  3. RETURN ELIGIBILITY

     Returns shall be eligible only in the following cases:

    • Defective or damaged product.

    • Incorrect product delivered.

    • Product materially inconsistent with the description.

    • Expired products were delivered.

  4. CONDITIONS FOR RETURN 

    A product is eligible for return only if:

    • It is unused, unworn, unwashed, and unaltered.

    • It is in original condition and suitable for resale.

    • All tags, labels, manuals, and invoices are intact.

    • It is in original brand/manufacturer packaging.

    • Associated free gifts/offers are also returned.

    • Products are properly packed in the same way as it is received 

    • Products supplied with a warranty card shall not be eligible for return unless the original warranty card is returned in intact and unaltered condition.

  5. PACKAGING STANDARDS FOR RETURNS

    To ensure your return is accepted and to support our quality standards, please follow these packing instructions:

    • Secure Internal Packing: Customers are required to pack the product in the same manner in which it was received.

    • Original Packaging: The item must be placed back into its original brand or manufacturer packaging.

    • Mandatory Inclusions: Ensure that all original tags, labels, manuals, and invoices are placed inside the package and remain intact.

    • Promotional Items: Any free gifts or offers associated with the purchase must be included in the return parcel.

    • Warranty Documentation: If the product was supplied with a warranty card, the original card must be included in its intact and unaltered condition.

    • External Protection: Use appropriate outer packaging to protect the brand box. We may refuse the return if the product is damaged due to poor or inadequate packaging during transit.

  6. NON-RETURNABLE / NON-REFUNDABLE ITEMS

    For reasons of hygiene, safety, and the bespoke nature of certain products, the following items are strictly non-returnable and non-refundable:

    • Products marked as “non-returnable” on the product page.

    • Customized, personalized, or made-to-order items.

    • Perishable goods (food, beverages, plants, flowers).

    • Personal care, hygiene, beauty products, and undergarments.

    • Consumables.

    • Electronics where seals or packaging have been opened.

    • Products purchased during sales, discounts, or promotional campaigns.

    • Furniture, bulk items, sculptures, paintings, and mandirs.

    • Gift cards and store credits.

  7. RETURN REQUEST PROCESS

     To support a return request, the Customer must:

    1. Write to customercare@thesustainablemarketplace.in within 72 hours of delivery.

    2. Provide the Order number and Product name.

    3. Provide clear photographs and  video evidence (mandatory for defect/damage claims).

    4. The product must be packed as specified in Clause 5 of this Policy. We reserve the right to refuse a return if the product is damaged due to improper or insufficient packaging

  8. REFUNDS AND EXCHANGE POLICY

    1. Cancellations: Paid orders cancelled within 12 hours or before a shipping label is created, whichever is earlier, are eligible for a refund to the original payment mode.

    2. Exchanges: Permitted once per order for manufacturing defects or size issues, subject to availability.

    3. Refund Method: Prepaid orders are refunded to the original payment method; COD orders receive Store Credit. The COD handling fee is non-refundable.

    4. Timeline: Refunds are processed within 7 business days after passing a quality check.

  9. MARKETPLACE ROLE & GRIEVANCE

    The Platform acts as an intermediary; responsibility for product quality and warranties rests   with the Seller. 

    For queries, contact the Grievance Officer at customercare@thesustainablemarketplace.in  between 10:00 AM – 6:00 PM IST, Monday to Friday.