Refund policy
REFUND, RETURN, REPLACEMENT & RTO (RETURN TO ORIGIN) POLICY — AURA MART
Effective Date: 16-09-2026
Last Updated: 16-09-2026
This Refund, Return, Replacement & RTO Policy ("Policy") governs all transactions, orders, cancellations, returns, and delivery disputes initiated on the e-commerce platform Aura Mart (accessible at [Insert Website URL]), owned and operated by sole proprietor Sreerag Ramachandran ("Aura Mart", "we", "us", or "our").
Aura Mart operates on a domestic retail and on-demand fulfillment model within India, partnering with authorized domestic fulfillment and supply chain partners, including Baapstore and Dropdash ("Fulfillment Partners").
This Policy is formulated in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000.
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1. RETURN & REPLACEMENT ELIGIBILITY CRITERIA
Customers may request a return, replacement, or refund within five (5) calendar days from the date of carrier delivery confirmation. Return requests raised after five (5) days will not be entertained.
1.1 Eligible Grounds for Return:
1. Damaged in Transit: The product arrives with crushed, broken, leaked, or visibly damaged exterior packaging causing physical impairment to the item.
2. Manufacturing Defect / Dead on Arrival (DOA): The product exhibits functional defects, mechanical failures, or electrical faults upon initial unboxing and use.
3. Incorrect / Mismatched Item: The delivered product differs materially in model, color, size, specification, or category from the order invoice.
4. Missing Parts or Accessories: The package is delivered missing integral components, accessories, or parts mentioned on the packaging/product listing.
5. General / Discretionary Returns: Returns requested for reasons other than seller/carrier fault are accepted, subject to the return deduction terms set forth in Section 4.
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2. NON-RETURNABLE CATEGORIES & CONDITIONS
For hygiene, health, safety, and quality assurance reasons, returns are strictly not accepted for the following categories unless the product was received in a damaged, defective, or incorrect condition:
1. Personal Hygiene & Intimate Wear: Innerwear, lingerie, swimwear, socks, and intimate apparel.
2. Personal Care & Cosmetics: Skincare, haircare, cosmetics, perfumes, personal grooming devices, and oral hygiene products once opened or used.
3. Category-Specific Exclusions: Any item expressly identified as "Non-Returnable" on the product detail page prior to purchase.
4. Customer-Induced Tampering or Damage: Products damaged due to improper installation, liquid ingress, drops, electrical surges, misuse, or physical alterations.
5. Missing Identifiers: Items missing original retail boxes, price tags, brand labels, serial numbers, barcodes, user manuals, or accessories.
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3. MANDATORY CONDITIONS OF RETURNED GOODS & VERIFICATION
To qualify for an approved return and refund/replacement:
1. Condition of Goods: The product must be returned in an unused, unwashed, unaltered state, with all tags, brand packaging, polybags, warranties, and invoices intact.
2. Unboxing & Damage Evidence:
* For claims concerning transit damage, missing items, or wrong products, customers must notify our support team within 48 hours of delivery with clear photographic and video evidence.
* A continuous, uncut unboxing video showing the outer shipping label (with legible Tracking ID/AWB) and the immediate discovery of the issue is strongly required to substantiate claims with logistics and fulfillment partners.
3. Inspection & Approval: All returns are subject to physical quality inspection at our fulfillment warehouse. Returns failing the inspection criteria will be rejected and sent back to the customer at their expense.
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4. RETURN PROCESS & RETURN SHIPPING CHARGES
1. Initiating a Request: Customers must raise return requests within five (5) days of delivery by emailing auramartmarketplace@gmail.com or messaging WhatsApp Support at +91 7306773347 with the Order ID, images/videos, and reason for return.
2. Designated Reverse Logistics Only:
* Once a return is authorized, Aura Mart will assign a designated logistics partner to execute reverse pick-up from the original delivery address.
* Do Not Self-Ship: Customers must not self-ship or dispatch items to any warehouse or operational office unless explicitly authorized and instructed in writing by Aura Mart. Unsolicited shipments will be rejected, and Aura Mart assumes no liability for their loss.
3. Return Shipping Fees & Deductions:
* Defects / Damage / Wrong Items: Reverse shipping is completely free of charge. The customer receives a full replacement or 100% refund.
* General / Discretionary Returns (Change of Mind, Fit, Subjective Preferences): Applicable return shipping charges—determined based on product weight, volumetric dimensions, product category, and recipient pin code—will be deducted from the final refund amount. Return costs, where standardized, are indicated on the respective product page or notified during RMA authorization.
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5. RETURN TO ORIGIN (RTO) & FAILED DELIVERIES
An RTO occurs when a courier partner is unable to complete doorstep delivery and routes the parcel back to the fulfillment facility.
1. RTO Causes:
* Customer unreachable after standard courier attempts (typically three attempts via call/SMS).
* Incorrect, incomplete, or invalid shipping address/PIN code provided at checkout.
* Direct customer refusal to accept the shipment or complete COD payment at the doorstep.
2. Financial Adjustments on RTO:
* Prepaid Orders: If an order is returned due to incorrect address details, customer unavailability, or refusal to accept, the customer may request a re-dispatch upon paying actual secondary shipping fees. If the customer requests cancellation post-RTO, Aura Mart reserves the right to issue a refund after deducting actual two-way freight (forward + reverse logistics charges).
* Cash on Delivery (COD) Abuse: Repeated, arbitrary rejections of COD shipments cause logistic losses. Accounts engaging in doorstep rejections without valid legal justification will have future COD privileges permanently revoked.
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6. CANCELLATION POLICY
1. Cancellation by Customer:
* Orders can be cancelled free of charge within two (2) hours of placement or until the shipment status moves to "Processing / Manifested / Dispatched".
* Once an Air Waybill (AWB) or tracking number has been generated, orders cannot be cancelled mid-transit. The customer must receive the parcel and follow standard return protocols.
2. Cancellation by Aura Mart:
* Aura Mart reserves the right to cancel orders due to stock unavailability, unforeseen logistics embargoes to certain pincodes, system pricing errors, or suspected payment fraud.
* 100% of the transaction amount will be refunded immediately for any order cancelled by Aura Mart.
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7. REFUND DISBURSEMENT & TIMELINES
Following receipt and successful warehouse quality check (QC) of the returned product:
1. Notification: Aura Mart will notify the customer regarding the approval or rejection of the refund via email or WhatsApp within forty-eight (48) hours of warehouse receipt.
2. Settlement Timeline: Approved refunds will be processed within seven (7) to ten (10) business days.
3. Permissible Deductions: Where a return is requested for discretionary reasons (not attributable to defect, damage, or fulfillment error), forward shipping fees, return freight charges, and applicable payment gateway processing charges may be deducted from the gross refund value.
4. Refund Method:
* Prepaid Transactions: Credit will be posted directly back to the original payment source (Credit/Debit Card, Net Banking, UPI, or Wallet) through the integrated payment processor.
* Cash on Delivery (COD) Transactions: Refunds are settled via electronic transfer (NEFT/IMPS or UPI). The customer must provide valid account details matching their name. Cash refunds are strictly prohibited.
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8. GRIEVANCE REDRESSAL MECHANISM
In accordance with Rule 4(4) and Rule 5(3)(e) of the Consumer Protection (E-Commerce) Rules, 2020, the details of the Grievance Officer are set forth below:
* Name of Officer: Sreerag Ramachandran
* Designation: Grievance Officer & Sole Proprietor
* Operational Address: SREERAGAM, VALIYAKUNNU, P.O. VALIYAKUNNU, Irimbiliyam, Malappuram, Kerala, PIN – 676552, India
* Email: auramartmarketplace@gmail.com
* Helpline / WhatsApp: +91 7306773347
* Operating Hours: Monday to Friday, 10:00 AM to 5:00 PM IST
Resolution Timelines:
* Acknowledgment: Within forty-eight (48) hours of receipt of grievance.
* Redressal: Best efforts to resolve the complaint within one (1) month from the date of receipt.
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9. GOVERNING LAW & JURISDICTION
This Policy shall be governed by and interpreted in accordance with the laws of India. Subject to the rights of consumers to approach competent Consumer Disputes Redressal Commissions under the Consumer Protection Act, 2019, any legal dispute arising out of or in connection with this Policy shall fall within the exclusive jurisdiction of the competent courts located in Malappuram, Kerala, India.