TraderKerala cancellation, Return & Refund Policy

Cancellation Policy

Steps to cancel an order

a. Log In to traderkerala Account
b. Go to My Orders > Cancel Order
c. Select Reason for Cancellation and click on Cancel Order

Note :

• If it is Prepaid Order, the amount will be refunded to you, in accordance with our Refund Policy

• A cancellation request cannot be made after your order is dispatched

ORDER CANCELLATION BY TRADERKERALA

Under some rare situations, traderkerala or any of our sellers can also raise an order cancellation request. These situations could be –

• Product out of stock with the seller
• Restrictions on the number of products you can order, as per Terms & Conditions of any Offer/Discount
• Incorrect pricing or description of the product
• Payment fraud suspicion by our Credit & Fraud Avoidance Department
• Incorrect or Incomplete Buyer's Address
• Non serviceability of Buyer’s address by our courier partners

*In case of order cancellation by a seller due to non-availability of the product, we would transfer your order to another seller, who can fulfill your requirement. If your order is not fulfilled by our seller after your payment has been done, the paid amount will be refunded to you, in accordance with our Refund Policy.

Modification of Order

You can modify the following details of your order as long as it has not been ready to dispatch.
• Shipping Address
• Phone No.

Please login to your traderkerala account: Sign-In -> My Account -> My Orders -> Modify Order.
Or
Kindly contact us at *********************************** for any modifications.

Change of quantity of Order

We recommend you to place a new order for the same product with changed quantity.

Return and Replacement Policy

a. General Returns Policy

• In general, an item may be eligible for return within the applicable return window if it fulfils one or more of the following conditions:
• Was delivered in a physically damaged condition
• Has missing parts or accessories
• Is different from what was ordered
• Products marked as "non-returnable" on the product detail page cannot be returned. View the full list of non-returnable items.
All items must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories and in the original manufacturer’s box/packaging as delivered to you. Refer to instructions to return items against each category. We may reject the return pickup if the items are not returned according to the policy mentioned against each category.

b. How to place Return Request

• Log into your traderkerala account
• Go to My Orders
• Click on 'Return' against the item you wish to return or exchange
• Fill in the details and raise a return request
Once you raise a request, you'll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the 'My Orders' section of your traderkerala account.
• You can place a Return request within 3 days of order delivery. However, in case of Damaged/Missing Product, the Return request should be filed within 2 days of delivery.
• Return request will be reviewed by traderkerala.
• If required, request will be shared with the merchant for his/her approval.
• After approval, pickup of the product will be arranged through our courier partners.
• If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by traderkerala.
After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective merchant.

c. Conditions to reject Return / Replacement Request

• If Products are Altered/ Used
• If Product is Returned without Original Packaging (price tags, labels & accessories)
• If Serial Number is tampered
• For Defective product that is covered under Seller/Manufacturer's Warranty or Reported after 7 days of the Delivery
• For Damaged/Missing product that is reported after 2 days of the delivery
• For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page

d. Categories which are not eligible for Return / Replacement Request

No Category Reimbursement Replacement Return
1 Spices/ Food & Beverage/ Ingredient related, Organic, Ayurveda NA 3 days *Applicable
2 Beauty & Personal Care 3 days 5 days *Applicable
3 Ethnic Products, Equipments, Electronics etc, Home & Kitchen 5 days 7 days *Applicable
4 Musical Instruments,Jewellery, Leather Products 5 days 7 days *Applicable
5 Clothes/ Textiles, Books 3 days 5 days *Applicable
6 Games & Other Products 7 days 10 days *Applicable

*Conditions Apply

• Initiate pick for returns

• Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.
• Please take care of the following points, while packing your product for Pickup - • Product should not be used/altered/ tampered
• Keep original price tag & packing slip intact
• Mention Order Number on the box
• Do not seal the box
• Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
• Keep the Courier Company's receipt for tracking purposes
• Please Note - traderkerala shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.

Absence of reverse pick up service

• If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
• In case of Self-Shipment, traderkerala will reimburse your courier charges (upto Rs. 100) in form of Account Credit Point Please take care of the following-
• Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
• Upload the courier receipt in My returns section or attach it on confirmation email received after return filing
• Track your Return Shipment on the Courier Company's Website

Status of Return request

• Check the status of your Return at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view return details.
• Every request received at traderkerala is assigned a ticket number, for which an acknowledgement mail is sent to your registered email address. Please use your registered email ID and phone number for any further communication.
• After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund.

e. Status of reverse Pickup

You can track the return current status via login to 'My Account' > 'My Returns'. Click on particular return Id to check details.

f. Claim of Return / replacement for products under seller / Manufacturer’s warranty

• You can Claim for product’s warranty by calling or visiting the nearest Service Centre of the product's Brand.
• For any issues, please contact us at www.traderkerala.com/support. We would take your queries forward to the respective seller
• Some products are non-replaceable or non-returnable. Please check our Terms & Conditions page before making a purchase.

g. Courier charges to return the product

You don't need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you). Courier charges will be reimbursed by us in form of ………..Bucks. The courier charges eligible for reimbursement are up to Rs.100. For availing reimbursement of courier charges, upload the courier receipt in ‘My Returns’ section or attach it in the confirmation email received after filing the return.

h. Time taken to replace an order

We initiate the replacement or refund within 2 working days of receiving the product at our center.

Refund policy

• The refund process will be initiated only once we have received the product back in our warehouse and we have completed all quality checks and verifications at our end. The mode of refund may depend on the mode of payment used at the time of placing the order.

Shipping Policy :

• If a customer returns the product and requests for a refund, the amount refunded would be the Price paid for the product.
• The shipping charge will not be refunded
• If you receive a refund the cost of return shipping will be deducted from refund.

Defective Product :

• Return applicable if product received is defective and damaged or not as described.
• If you have received a damaged or defective product or not as described, you can raise a replacement request through website or mail support

Cancellation Policy :

• “Traderkerala” believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:
• Cancellations will be considered only if the request is made within 24 hours of placing an order. However, the cancellation request will not be entertained if the orders have been communicated to the operational team and Operations team has initiated the process of assignment. Cancellation and refund of fees or charges will be strictly governed by the Company Refund Policy of the company informed and declared from time to time.
• There is no cancellation of orders placed under the Same day delivery category.
• No cancellations are entertained for those products/services that the “Traderkerala” marketing team has obtained on special discounts and offers on occasions like New Year, Pongal, Diwali, Independence Day, Foundation Day etc. These are limited occasion offers and therefore cancellations are not possible.

Contact us :
www.traderkerala.

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