Cancellation, Return and Refund Policy

Cancellation, Return, and Refund Policy

Thank you for shopping with Gajab.com! Please review our policy below for important details about processing times, delivery options, and other information regarding your order. This Cancellation, Return, and Refund Policy (“Policy”) governs all orders placed on Aeliya Technologies Pvt Ltd (Gajab) (“Platform”) and applies to all Buyers (“Users/You”). By placing an order on the Platform, you provide your unambiguous consent to be bound by the terms of this Policy.

1. General Principles

In accordance with Section 79 of the Information Technology Act, 2000, the Platform operates strictly as an intermediary marketplace platform. The contract of sale and any related return, replacement, or refund obligation exists directly between the Buyer and the Seller unless otherwise expressly undertaken by the Platform. The Platform does not at any point take title to, possession of, or "Bailment" of the products

1. Tracking
2. Processing of Orders

• The Platform shall not be liable for any delays beyond its reasonable control.
• Orders placed after 2:00 PM (IST) or on weekends/holidays will be processed on the next business day.
• Upon dispatch, Users will receive a WhatsApp message and an email containing shipment and tracking details.

1. Order Cancellation Policy
2. No Cancellations After Order Placement - Once an order is placed, it cannot be cancelled, modified, or updated.
3. This includes changes to product quantity, shipping address, or payment method.
4. The Platform reserves the right to cancel any order at its discretion, including but not limited to: 

• Product unavailability.
• Pricing or information errors.
• Suspicion of fraudulent activity or payment issues.

1. In such cases, the Platform shall refund the full amount paid by the User, which shall constitute the Platform’s sole liability.

Products are eligible for return/replacement only if:

• They are defective, damaged, or incorrect.
• The request is raised within 7 days of delivery.

1. Products must be unused, in their original packaging, and accompanied by proof of purchase.
2. The Platform shall not be liable to fulfil orders where the price was displayed incorrectly due to a technical "Manifest Error." A full refund shall be the User's sole remedy
3. Returns and Replacements
4. Eligibility

• Returns or replacements are permitted only in the case of defective, damaged, or incorrect products and as per Seller’s internal policy.
• Requests must be raised within 7 (seven) calendar days from delivery unless otherwise stated for specific product categories.
• Products must be unused, unwashed, in their original condition with all tags/packaging intact, and accompanied by proof of purchase.
• For electronics, jewellery, and products priced above ₹1,000, Users must provide an uninterrupted unboxing video in case of damage or incorrect product claims. Claims without such evidence may be rejected.

1. Exclusions

The following categories are non-returnable and non-replaceable:

• Personal care, hygiene, and consumable products.
• Perishable or fragile items.
• Customised, made-to-order, or discounted items

1. Process

• Users must submit a return/replacement request via the Platform with order details and supporting photographs/videos.
• The Platform may, at its discretion, approve or reject such requests.
• The Platform may request photographs/videos of the product to verify the claim.
• If approved, pickup shall be arranged by the Seller (where available). In other cases, Users shall be required to ship the product back at their own cost.
• If reverse pickup is unavailable for a specific serviceable location, the User may self-ship the product. Upon verification of courier receipt, reasonable shipping costs shall be reimbursed by the Seller.
• Where a return is approved due to defective, damaged, or Significantly Not As Described (SNAD) products, the Seller shall bear the cost of reverse logistics.
• Risk transfer during forward shipment and reverse logistics shall be governed separately under respective sections, in accordance with Clause 12 of the Seller Agreement.
• Return pickups may be delayed due to events beyond our control (strikes, floods, or regional lockdowns). In such cases, the 7-day window shall be deemed extended by the duration of the disruption.

1. Quality Check (QC) Protocol

All returned products shall undergo inspection upon receipt at the Seller’s facility. Return requests may be rejected if:

• Product is returned without original packaging or accessories
• Product shows signs of use, washing, or alteration
• Serial numbers or IMEI numbers do not match seller records
• The Seller shall complete quality verification and communicate acceptance or rejection within 2 (two) business days of receipt.

1. Refunds
2. Refund Timelines

• Approved refunds shall be processed within 7 (seven) business days in accordance with applicable e-commerce consumer protection regulations.
• Refunds shall be processed only after inspection and quality check of the returned product.
• Return pickups and refund timelines may be extended due to events beyond operational control including natural disasters, government restrictions, or courier disruptions.
• Refunds will be processed to the original mode of payment

1. Deductions

• Shipping charges (if any) are non-refundable.
• In case of returns due to User’s decision (not due to damage/defect), return shipping charges may be deducted from the refund amount.
• If the User fails to accept delivery or provides an incorrect/incomplete address, the order shall be deemed delivered and no refund shall be issued.
• In certain cases, the Platform may, issue refunds in the form of store credit instead of bank transfer. Store credit shall be valid for 12 months from the date of issuance.

1. Replacement Priority

For defective or damaged products, the Seller shall first be provided the opportunity to replace the product with the identical SKU. Refunds shall be initiated only when:

• Replacement stock is unavailable, OR
• User opts for refund in SNAD cases.

1. User Obligations
2. Users shall ensure that all information provided on the Platform (including registration details, payment information, and delivery address) is true, accurate, current, and complete. Any misrepresentation shall render the User solely liable.
3. Users must maintain the confidentiality of their account credentials and are fully responsible for all activities carried out under their account. The Platform shall not be liable for unauthorised access resulting from User negligence.
4. Users shall promptly notify the Platform of any unauthorised use of their account or breach of security.
5. Users agree not to engage in activities that could harm the Platform’s operations, including fraudulent orders, misuse of promotional offers, or attempts to manipulate systems or pricing.
6. Users shall not use the Platform for resale, commercial exploitation, or bulk purchasing without prior written consent of the Platform.
7. Users shall comply with all applicable laws and regulations while using the Platform and shall not use the platform for unlawful or prohibited purposes.
8. The Platform monitors user return patterns. Users exhibiting excessive returns exceeding 30% of purchases within a 90-day period may face restrictions including suspension of account privileges.
9. Users agree to cooperate fully with the Platform in case of any investigation regarding suspected fraudulent or abusive activities
10. General Provisions
11. This Policy is accessible via the Platform footer, product pages, checkout page, order confirmation emails, and FAQs. 
12. The Platform reserves the right to analyse return patterns and user feedback to inform operational and policy improvements
13. The Platform’s determination regarding eligibility for cancellations, returns, replacements, and refunds shall be final and binding.
14. If Buyer and Seller dispute QC findings, the matter shall be escalated to the Platform’s Grievance Officer or Dispute Resolution Team.
15. The decision rendered by the Platform for marketplace dispute facilitation shall be binding for operational purposes.
16. This Policy shall be governed by the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Mumbai India.
17. This Policy may be updated or modified by the Platform from time to time. Changes will be communicated and become effective 7 (seven) days from the date of such notice. Users are responsible for regularly reviewing this Policy.