Introduction
www.natiwe.in, a company incorporated under the laws of India, having its registered office at Full Address, India (“Natiwe”, “we”, “us” or “our”) is managing and operating the websites www.natiwe.in (“Natiwe”)the corresponding mobile and tablet applications.
We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return on the Platforms. While transacting on the Platforms, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.
The Terms and Conditions published on the Platforms shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Natiwe’s procedures and policies in accepting: (a) cancellation, (b) Product return once the Product is delivered to the User, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.
1. Cancellation of Products:
a) You can cancel orders for Products partially or fully prior to the orders of Products being packed and invoice generated in relation thereof.
b) Upon successfully placing an order for Products on the Platforms and after Natiwe has successfully handed over the Product(s) to its Logistic Partner, in case you change your mind in relation to a particular order of the Products (including instances of tampered/torn/opened Product packages at the time of delivery of Product), you may reject the shipment of such order of Products when our Logistic Partner attempts the delivery the order of Products at your address. For any help that you may need you can always reach out to us at care@natiwe.in or via Contact Us section on the Platforms.
c) On receipt of the cancellation request prior to Products being packed and invoice being generated we shall cancel the order of Products and initiate the refund for the Products within 10 (ten) business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase or via credit to your Natiwe Wallet account that can be used for subsequent purchases of Products on the Platforms. All refunds, except for refund to the Natiwe Wallet account, shall be subject to applicable policies and charges of the User’s bank/financial institution/ payment gateway, as may be applicable.
d) The User is not allowed to cancel the order for Products after the Products have been packed and invoice has been generated in relation thereof. If any User sends an email to us requesting for cancellation of the order for Products after the Products have been packed and invoice has been generated in relation thereof, we cannot guarantee such order cancellation in case the Product is already packed and invoiced by the time we check and respond to User’s email. In such cases, the User may choose to refuse to accept the delivery of the order of Products when our Logistic Partner attempts the delivery the order of Products at User’s address and let unwanted order of Products be returned to us by our Logistic Partner. If at the time of delivery of order of Products by our Logistic Partner the User notices or is aware that the Product package is either tampered and/or torn and/or open then the User must may reject the shipment of such order of Products when our Logistic Partner attempts the delivery the order of Products at the User’s address and intimate the concern by emailing us at care@natiwe.in or contacting us via Contact Us section on the Platforms.
2. Return of Products:
a) Subject to the category-wise terms as set forth under Annexure A to this Policy, you may initiate the request for return of the Product if: (i) Product is damaged; (b) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the Platforms; or (vii) you are dissatisfied with the quality of purchased Product due to size issue, fit issue, colour issue, manufacturing defects, shrinkage in fabric, colour bleeding (each referred to as “Non-Compliant Product”). For Natiwe, you shall initiate such requests for return of Products in accordance with the terms set forth under Annexure A to this Policy (“Return Period”);
b)While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Products being returned comply with the conditions set out under this Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour.
c) You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy. In case we find that the returned Products does not meet the criteria mentioned under this Policy, we reserve the right to reject the return Products and refuse refunds in relation thereof.
d) If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the concerned Platforms. 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 of the Products. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Products received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.
e) Your return will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage or defect to the Products having occurred post-delivery of the Products while in your possession, etc.
f) You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Products (defined below), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Natiwe Return Period (defined above) (iv) ‘Made to Order’ Products on the Platforms. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you or a third party or any depreciation in the value for other reasons will not deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
g) It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary to this Policy and subject to paragraph (l) below, Users cannot return electronic Products which are specified as ‘non-returnable’ on the relevant Products detail pages of the Platforms. Products may be returned within the Natiwe Return Period only in case of damaged-in-transit Products; or incorrect Products shipped to the User; or missing components of the Products and empty sealed packages of the Product and not for any other reasons. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.
h) It is hereby clarified that in case of certain Products, including but not limited to accessories (watches) or precious materials, notwithstanding anything to the contrary to this Policy and subject to paragraph (l) below, a refund will be made once the relevant Product reaches the brand showroom / warehouse and the quality check of the Product is completed. Further, if the User loses any certificate relating to said Product, a fee of INR 500 (Indian Rupees Five Hundred) shall be collected from such User.
h) Natiwe shall not accept return or refund requests raised for certain category of Products, including but not limited to the following Products, except in accordance with paragraph (m) below (“Non-Returnable Products”):
(i) Swimwear
(ii) Fragrances & Deodorants;
(iii) Home Fragrances
(iv) Hair Care;
(v) Inner wear;
(vi) Shaving;
(vii) Skin Care;
(viii) Idols and coins;
(ix) Makeup;
(x) Beauty & Care;
(xi) Mobile & Accessories;
(xii) Music & Entertainment;
(xiii) Gadgets & Appliances;
(xiv) Tech Accessories;
(xv) Smart Wearables
(xvi) Bath & Laundry;
(xvii) Decor & Gifting;
(xviii) Home Needs;
(xix) Kitchen & Dining;
(xx) Beauty Appliances;
(xxi) Some products in Night & Loungewear;
(xxii) Clothing Accessories like Gloves & Masks, Handkerchiefs;
(xxiii) Baby Care like only Feeding & Nursing, Bath Groom & diaper
j) Additionally, you should always check the Products display page on the Platforms for the return and exchange policy applicable to that specific Products. You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
- The Product has not been worn, washed, cleaned or tampered with by you.
- The price tag /bar code, brand tags, original packaging material including brand boxes and protective coverage, accompanying accessories is intact and not altered, damaged or discarded by you.
- The serial number/IMEI number/bar code of the Product, as applicable, should match with Natiwe’s records.
- The accessories delivered with the Product (such as chargers, earphones, user manuals, etc.) are returned along with the Product, in an undamaged, unaltered conditions.
- The Product is not altered, unless proven vendor defect.
- Return is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.
- The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect.
- There is no foul odour, perfume, stains, dents, scratches, tears or any form of damage or defect on the Product.
- The Product(s) if bought as a set should be exchanged as the complete set.
- Products returned should be in unused, undamaged, unwashed and in a saleable condition.
- We are satisfied that the Product has not been rendered defective, damaged or unusable.
- User has not breached any terms of this Policy.
3. Refunds
a) At the time of raising a request for return or cancelling the Products on any of the Platforms, you may seek refund for the Non-Compliant Product. Such refund will be made to the you only in the event the payment has been received by us for the Products returned or cancelled.
b) Please be informed that when you opt to cancel or return the Products, upon our receiving, verification and assessment 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 7-10 (seven to ten) business days from the date of us receiving the Products and verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled, such as the Product being returned in original saleable condition without any defect or damage, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein and all the conditions mentioned under paragraph 2.2 (j) and (k) above being satisfied. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. You agree that our decision in relation hereof is final and binding on you.
c) Refunds shall be processed by Natiwe through its normal banking channels except in cases where a User had utilised his/her Natiwe Wallet (defined below) for purchase of Products or opted for the cash on delivery option. The refund amount will be credited to the original payment mode opted by you or the Natiwe Wallet, 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. Where a User had utilised his/her Natiwe Wallet for payment towards the purchased Products, Natiwe shall process all refunds only into such User’s Natiwe Wallet.
d) Where a User had opted for cash on delivery option for payment towards the purchased Products, Natiwe shall process all refunds into either the User’s Natiwe Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to Natiwe at the time of refund. Further, should the User have used more than 1 (one) payment options for the purchase of Products on the Platform, Natiwe shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) Natiwe deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s Natiwe Wallet, it cannot be further transferred to any other bank account or encashed, and would continue to remain in the User’s Natiwe Wallet until exhausted for shopping of Products on the Platforms. For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using balances in his/her Natiwe Wallet, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Cancellation, Return and Refund Policy being met, then Natiwe may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s Natiwe Wallet and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only to such User’s Natiwe Wallet. All refunds, except for refund to Natiwe Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.
e) We do not make any cash refunds. The amount will be refunded to you within 7-10 (seven to ten) business days of us approving the refund subject to the terms of this Policy, 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. Alternatively, at your option, the said amount can be credited to your Natiwe Wallet which can be used for your subsequent purchases of Products on the Platforms.
f) Refund to be made to the User shall not include any amount paid by the User towards shipping charges or any other such charges including Convenience Fee, which are applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at our sole discretion) we may refund the shipping charges to you provided that you claim refund of such shipping charges (including convenience fee) within 7 (seven) days of receiving the refund for remaining amounts. Subject to paragraph 2.2 (l) above, you will be provided with a refund if you have received a Non-Returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
g) Natiwe shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s account on the Platforms, registered mobile number and registered email address. Natiwe disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund due to any technical reason beyond the control of Natiwe.
h) We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and Natiwe shall not be liable for returning back the Products and shall not take any liability of the same. You agree that our assessment and decision in relation there is final and binding on you.