Return & Refund Policy

Returns, Refunds, and Exchange is the scheme provided by various sellers listed on ‘Olcome’s’ website available at www.olcome.com under the brand name “Olcome” (collectively “Platform”), in relation to specific products.  The returns and refund policy gives you the option to return, 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 Olcome. 

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. Products which are identified as ‘returnable’ are eligible for return with the conditions as specified in the product description page and this policy. At the discretion of the Platform, Products sold under any offer, promotion, or discount may not be returned.   All returns are subject to the details provided on the product description page and other Sections of this policy. Products that are not eligible for return on the Platform, may be exchangeable for reasons mentioned on the product description page on the Platform..

However, if you receive a damaged/defective/wrong product from any seller listed on the Platform, you will still be allowed to exchange the product for reasons as provided on the product description page.

In case you have purchased a product with which a free product is delivered, and you raise a request to return the main product, you will have to return the free product as well. Further, for a product that 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, Olcome will not be accountable for the misplacement or replacement of such product and will not be responsible for its delivery back to you.

What are the return options?

The return option available for the Product on the product description page will be always applicable. All return options are subject to the product being identified as returnable on the product description page. 

What are the return options?

Olcome provides a ‘return option’ to its users and the features of an all-return option are as follows:  

1. Subject to the vendor’s return/exchange policy provided in the product description, the user will be allowed to return/refund an already purchased product, if the said product is eligible for return/exchange. 

2. The user will be eligible to return the specific product for reasons other than the product being wrong or damaged.

3. The all-return option is available only for specific products.

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.

 The following faults will need to be verified before arranging a return free of cost:

1. The quality is not merchantable; 

2. product has low performance; and

3. 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:

1. If a product is eligible for a return, the user will be able to initiate the return request under the ‘My Orders’ section. 

2. Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform. 

3. After the ‘return request’ has been raised, a Return ID will be generated by Olcome.    

4. In case you purchase multiple products in a single order, return requests for individual items can also be raised.

5. Once a return request is raised, Olcome shall analyze the request and accordingly process the request internally. All return/exchange claims shall be subject to Olcome’s discretion. 

6. If you have scheduled a pick–up for returning the product, please keep the items ready to be picked up by the delivery partners. 

7. Please keep the product in the original manufacturer’s packaging, all tags should be intact and the warranty card, if any, should also be placed with the product.

8. 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.     

9. Please note that the product will be picked up from the same address where the delivery was made. In case pick-up is to be made from a different address, the same should be notified to Olcome by writing to [email protected]. Such request may be accepted at Olcome’s sole discretion and subject to the new address being in the serviceable area. 

10. Further, on receipt of the returned product, the product shall undergo a quality check. If the product returned in an acceptable condition, as determined by Olcome 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. 

Can my order be exchanged?

 All products which are returnable are eligible to be exchanged, subject to the return options mentioned hereinabove. However, there may be certain products that are not eligible for return but are eligible for exchange. Further, the exchange is subject to stock availability and subject to your address being serviceable for an exchange. In the event that a product for which only exchange is available as per the product description page, the user can opt for a ‘call me back’ option and the returns will be enabled for that user once it is found that the return has been initiated for genuine reasons on the sole discretion of Olcome.

The exchange request must be raised within the return window period specified on the product detail page.

In case of 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. 

Further, once a product has been exchanged, there cannot be any more exchanges on the same order.

How to exchange items? 

You can exchange the products purchased on the Platform within the specified exchange period unless the product description page specifies that the product is not exchangeable. It is hereby clarified that exchange in this policy means exchange with the same product and not with a different product. To exchange a product, please follow the steps mentioned below:

1. If a product is eligible for exchange, the option shall be available against the product under ‘My Orders' section. 

2. Create an ‘exchange request’ under the ‘My Orders’ section on the Platform and follow the screens that are prompted. 

3. In case you purchase multiple products in a single order, exchange requests for individual items can also be raised. 

4. After an exchange request has been raised, Exchange Id will be generated.

5. Keep the items ready for exchange pick up. Please keep the product in the original manufacturer’s packaging, all tags should be intact and the warranty card, if any, should also be placed with the product.

6. Once the original product is handed over to the delivery agent, the exchanged product will be delivered to you separately.

7. 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 exchanged, and no refund shall be made against such product. 

8. The product will be picked up from the same address where the delivery was made. In case pick-up is to be made from a different address, the same should be notified to Olcome by writing to [email protected]. Such request may be accepted or rejected at Olcome’s sole discretion and subject to the new address being in the serviceable area.

9. Further, on receipt of the returned product, the product shall undergo a quality check. If the product is in an acceptable condition, as determined by Olcome 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.

What are the return and exchange guidelines?

Prior to creating a return or exchange request on the platform, you shall ensure that the product which is being returned either for returning the product or for exchanging the product:

1. must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards, and other accessories intact;

2. must not be damaged in your possession;

3. must be unused, unwashed, unsoiled, without any stains, and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).

4. must not be used or altered;

5. must be the same product that was delivered to you; and

6. must be returned within the return window specified against a product on the product detail page.

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Further, IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned product should match the records of Olcome. Any additional conditions provided in the product details against each product shall be applicable as well.

Further:

1. Your address and the item that you wish to return must be eligible for return.

2. If the return is not eligible for pickup, a return option will not be available

3. Once the return is received, you will be provided with a refund or exchange, as requested.

4. 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 it. Olcome shall not be liable in any manner whatsoever for any use of such information. Such electronic devices should be formatted, and the screen lock should be disabled. 

5. No return or exchange shall be accepted if a warranty card, if any, is missing while returning, or exchanging of product.

6. The products available on the Platform are usually returnable within 7 days of delivery. However, specific details in relation to each product are mentioned in the product description. Further, a product that has been returned/exchanged cannot be returned/exchanged again.

How will I get my refund?

1. Refund will be credited to the same source of payment from which payment was received, after deducting the cost of return (where applicable), once the return is received.  

2. 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.       

3. In the event any product is returned, then any offer, promotion, or discount applied to such product shall be forfeited.

4. 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.

5. 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. Olcome shall not be liable to you in case incorrect bank account details have been provided by you.

6. In case of any discrepancies regarding receipt of the refund amount, Olcome may request for additional information such as a 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.

Instant Refund:

Olcome offers an instant refund whereby the refund will be triggered within 4 (four) hours of the product being picked up and marked by the delivery partners as successfully picked up (“Instant Refund”). The refund will be reflected to the bank account or as Olcome Balance within 3 -7 Business Days. The following are the conditions that are required to be met for the return to be eligible for an Instant Refund:

1. Instant Refunds are only available for cash on delivery orders.

2. 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 Olcome. Olcome reserves the right to not accept the return in the event the product is damaged, incorrect or for such other reasons as Olcome deems fit. 

3. In the event that the delivery partner is unable to mark the product as successfully picked up in the systems of Olcome, as a result of technical issues, Olcome shall not be liable to process the Instant Refund. 

4. Further, Olcome shall not be held liable for not processing the Instant Refund for reasons attributable to the delivery partner, which include instances as, the product being marked canceled instead of picked up, tracking details not available for the product picked up, etc. In such instances, Olcome may not be able to process the Instant Refund.

5. Instant Refunds will not be processed in case of instances whereby the systems of Olcome 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: 

1. In the event, a refund request is raised for a missing product or a product that was not delivered to the customer. 

2. In the event that the delivery partner is unable to update accurate details in the systems of Olcome regarding the product that has been picked up including tracking details for the product. 

3. In the event, the customer has opted for self shipment, for any reason, and not routed the return via the delivery agents assigned by Olcome. In the event that the customer has mistakenly returned additional products along with the products for which the return was initiated. 

6. Instant Refunds are not available for customers who have purchased products from Resellers on the Olcome platform.  Olcome 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 Olcome’s ability to process the refunds, (b) downtime in the Olcome platform or communication channel which disrupts the ability of the delivery partner to update the status of the pickup, or (c) other technical reasons which disrupt the process of return and refunds, as may be applicable.

7. Instant Refunds will not be processed if the bank details or UPI ID is not provided or is inaccurate. 

Olcome 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 Olcome at any point of time, (ii) for any other reason that Olcome may deem fit. 

[Miscellaneous]

Please note that all customer claims and requests for return/refund shall be subject to  Olcome’s satisfaction. 

Olcome 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, exchange or refund, please reach out to customer support at [email protected].