Payment Policy
CANCELLATION, RETURN AND REFUND POLICY
This cancellation, return and refund policy (“Policy”), together with the Terms of Use sets out the terms and conditions for cancellation, return and refund of products listed and sold on (www.primestore.co.in) and its mobile and tablet applications (“Prime”). The products listed and sold on (Prime) shall be referred to herein as “Products”.
1. APPLICABILITY OF POLICYBy using Prime and/or initiating a request for purchase of Product(s) on the www.primestore.co.in and Prime you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on www.primestore.co.in and Prime. Please note that, we may from time to time change the terms of the Policy that govern your terms of cancellation, return or refund of an order for Product bought on www.primestore.co.in and Prime. Every time you wish to use www.primestore.co.in and Prime, please check the Policy to ensure you understand the terms and conditions that apply at that time.
2. TERMS OF CANCELLATION(a) You can cancel the order prior to the dispatch of Product by www.primestore.co.in and Prime or the seller. The order cannot be cancelled once the dispatch has been initiated.
(b) The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by www.primestore.co.in and Prime to you from time to time.
(c) On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated within 24 hours of confirmation of cancellation.
3. TERMS OF RETURN AND REFUND(a) You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. www.primestore.co.in and Prime will not process return if you have placed the order for a wrong product model, colour or incorrect Product.
(b) If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on the www.primestore.co.in and Prime. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged or defective product received and/or allow our personnel to schedule a visit to assess the damage or defect in the Product. Further, to the assessment of the damage or the concern reported in the return request, www.primestore.co.in and Prime may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.
(c) Please be informed that when you opt to cancel or return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7 (Seven) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by www.primestore.co.in and Primeare fulfilled. The refund amount will be credited to the original payment mode opted by you or in your wallet associated with the www.primestore.co.in and Prime eligible for Wallet refund, as may be chosen by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
(d) Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) in case the Product is purchased from a third-party seller made available. We do not make any cash refunds.
(e) The amount claimed as refund will be refunded to you within 15 working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
CUSTOMER SUPPORT TEAM
For any feedback, concern or query, you may please reach out to us on the below contact details:
Write to us on: support@primestore.co.in
Call us at: +91 88892 34567
ANNEXURE A – RETURN TIMELINE AND CONDITIONS
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Category |
Return Policy |
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Home & Kitchen ( Pooja Needs, Electrical, Mops, Brushes & Scrubs, Furnishing, Stationery, Toys, Games & Fitness, Kitchenware Dining ) |
7 days Returnable You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered basis the Product description provided on Prime. In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. |
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Fruit & Vegetables ( Fresh Fruits, Fresh Vegetables, Herbs & Seasonings, Exotic Fruits & Vegetables ) |
Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the wrong product delivered, quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Dairy & Bakery ( Dairy, Toast & Khari, Breads and Buns, Bakery Snacks, Batter & Chutney, Cheese, Ghee Paneer & Tofu ) |
Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Staples ( Atta, Flours & Sooji, Dals & Pulses, Rice & Rice Products, Edible Oils, Masalas & Spices, Salt, Sugar & Jaggery, Soya Products, Wheat & Other Grains, Dry Fruits & Nuts ) |
Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Disposable ( Plates & Glasses, Kitchen & Toilet Rolls, Paper Tissues & Napkins ) |
7 days Returnable You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered basis the Product description provided on Prime. In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. |
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Snacks & Branded ( Foods, Biscuits & Cookies, Noodle, Pasta, Vermicelli, Breakfast Cereals, Snacks & Namkeen, Chocolates & Candies, Ready To Cook & Eat, Frozen Veggies & Snacks, Spreads, Sauces, Ketchup, Indian Sweets Pickles & Chutney, Extracts & Flavouring ) |
Non- Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Beverages ( Tea, Coffee, Fruit juices, Energy & Soft Drinks, Health Drink & Supplement, Soda & Flavoured Water ) |
Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Personal Care ( Hair Care, Oral Care, Skin Care, Bath & Hand Wash, Body Wash & Bathing Accessories, Feminine Hygiene, Men’s Grooming, Cosmetics and Beauty Products, Deodrants & Fragrances, Health & Wellness, Grooming Tools and Accessories ) |
Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Home Care (Detergents, Dishwash, All Purpose Cleaners, Fresheners & Repellents ) |
Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Glass Jars |
Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected. |
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Decoratives and Paperboxes |
Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
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Gift Packaging Accessories |
Non-Returnable Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons. Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.
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