1. Return Policy Overview

Aliwala facilitates B2B transactions between verified suppliers and buyers across India. Our return policy ensures fair and transparent return processes while protecting the interests of both buyers and suppliers on our platform.

This policy outlines the terms and conditions for returning products purchased through the Aliwala app, including eligibility criteria, return procedures, refund processes, and dispute resolution mechanisms.

2. Return Eligibility

2.1 Eligible Returns

Products are eligible for return in the following circumstances:

• Products received in damaged condition during transit
• Items significantly different from product description or specifications
• Wrong products delivered (different from what was ordered)
• Manufacturing defects discovered within the return window
• Quantity discrepancies in delivered order
• Products that do not meet the quality standards as described

2.2 Non-Eligible Returns

Products are not eligible for return in the following circumstances:

• Products that have been used or handled by the buyer
• Products that have been modified or personalized
• Products that have been opened or used
• Products used, altered, or modified after delivery
• Items without original packaging, labels, and accessories
• Perishable goods and consumables (unless damaged on arrival)
• Customized, made-to-order, or personalized products
• Products damaged due to misuse, negligence, or normal wear
• Items returned after the specified return window has expired
• Products that have been assembled or installed (unless defective)

2.3 Special Category Restrictions

• Software/Digital Products: No returns unless fundamentally defective
• Hazardous Materials: Special handling requirements apply
• Prescription Items: Returns subject to regulatory compliance
• Final Sale Items: Clearly marked items with no return option

3. Return Window

3.1 Standard Return Periods

• Electronics & Machinery: 7 days from delivery date
• Industrial Equipment: 15 days from delivery date
• Raw Materials & Chemicals: 3 days from delivery date
• Perishable Items: 24 hours from delivery date
• Textiles & Apparel: 7 days from delivery date
• Office Supplies: 5 days from delivery date

3.2 Extended Return Periods

• Manufacturing Defects: Up to 30 days from delivery date
• Warranty Claims: As per manufacturer's warranty terms
• Bulk Orders (>₹1 Lakh): Extended return window up to 21 days
• Capital Equipment: Negotiable return window up to 45 days

3.3 Return Window Calculation

• Return window starts from the date of delivery
• Weekends and public holidays may or may not be included in the calculation
• Return requests must be initiated within the specified timeframe
• Late requests may be considered at sole discretion of Aliwala

4. Return Process

4.1 Initiate Return Request

To return an item, make sure to follow all required steps:

• Step 1: Log into your Aliwala app
• Step 2: Navigate to "My Orders" section
• Step 3: Select the order containing items to return
• Step 4: Click "Return Items" button
• Step 5: Select specific items for return
• Step 6: Choose return reason from dropdown menu
• Step 7: Provide detailed description of the issue
• Step 8: Upload supporting photos/videos (mandatory for damage claims)
• Step 9: Submit return request

4.2 Return Request Review

• Supplier usually receives return request notification within 2 hours
• Supplier usually has 48 hours to respond to return request
• Aliwala mediates in case of disputes or delays
• Return authorization provided upon approval
• Buyer receives approval/rejection notification via app and SMS

4.3 Return Shipping Arrangement

Once the return request is approved, the following steps [option-wise] for return shipping will be followed:

Option 1 - Pickup Service:

• Return pickup scheduled within 24-48 hours of approval
• Pickup partner details shared with buyer
• Buyer must pack items securely in original packaging
• Handover receipt provided during pickup

Option 2 - Drop-off Service:

• Return address provided for buyer to ship
• Buyer arranges shipping through preferred courier
• Tracking number must be updated in the app
• Shipping receipt to be maintained by buyer

4.4 Return Packaging Requirements

• Items must be returned in original packaging
• Include all accessories, manuals, and free gifts
• Secure packaging to prevent damage during transit
• Include return authorization number on package
• Remove or cover original shipping labels

5. Return Shipping Costs

5.1 Seller Responsibility (Free Return)

Return shipping costs are borne by the seller for:

• Products delivered in damaged condition
• Wrong items delivered by mistake
• Manufacturing defects or quality issues
• Items significantly different from description
• Quantity discrepancies in the order

5.2 Buyer Responsibility

Return shipping costs are borne by the buyer for:

• Change of mind returns (if accepted by seller)
• Incorrect order placement by buyer
• Buyer's subjective quality concerns (if product meets specifications)
• Returns initiated after discussion with seller

5.3 Shipping Cost Calculation

Shipping costs are calculated based on the following factors:

• Actual shipping costs apply based on weight and distance
• Shipping partner rates are transparently displayed
• Insurance coverage available for high-value returns
• Express return shipping available at additional cost

6. Return Verification Process

6.1 Quality Check

The returned items undergo quality inspection, verification of return reason and product condition, photographic documentation of returned items, and comparison with original product specifications.

• Returned items undergo quality inspection
• Verification of return reason and product condition
• Photographic documentation of returned items
• Comparison with original product specifications

6.2 Verification Timeline

The verification process is completed usually within 48 hours of receipt of the returned items. Here are the various timelines based on the product types:

• Standard verification: 2-3 business days
• Complex items: 5-7 business days
• Technical products: Up to 10 business days
• Bulk returns: Extended verification time

6.3 Verification Outcomes

• Approved: Full refund/replacement processed
• Partially Approved: Partial refund based on product condition
• Rejected: Item returned to buyer at buyer's expense
• Disputed: Escalated to Aliwala resolution team

7. Refund Process

7.1 Refund Methods

Primary Method:

• Refund to original payment method (preferred)
• Credit card refunds processed through payment gateway
• Bank transfer to registered business account
• UPI refunds for UPI payments

Alternative Methods:

• Aliwala wallet credit (instant processing)
• Adjustment against future orders
• Demand draft for large amounts
• NEFT/RTGS for bank transfers

7.2 Refund Timeline

• Credit Card: 5-7 business days after verification
• Debit Card: 3-5 business days after verification
• Net Banking: 2-3 business days after verification
• UPI: 1-2 business days after verification
• Bank Transfer: 2-4 business days after verification
• Wallet Credit: Instant after verification

7.3 Refund Amount Calculation

Full Refund Includes:

• Product price paid by buyer
• Delivery charges (if return due to seller fault)
• Gift wrapping charges (if applicable)
• Applicable taxes and duties

Deductions May Apply For:

• Shipping costs (if buyer arranged)
• Custom duties (if applicable)
• Insurance costs (if buyer arranged)
• Return shipping costs (if buyer's responsibility)
• Payment gateway charges (as per terms)
• Restocking fees (for specific categories)
• Inspection and handling charges

8. Replacement/Exchange Policy

8.1 Exchange Eligibility

• Product exchanges allowed for size/specification differences
• Same brand and model exchanges preferred
• Exchange subject to availability and supplier agreement
• Value difference handled as additional payment or refund

8.2 Exchange Process

• Select "Exchange" option instead of "Return"
• Choose replacement product from available options
• Pay/receive difference amount if applicable
• Follow same return process for original item
• New product dispatched after return verification

8.3 Exchange Timeline

• Exchange processing: usually 5-7 business days
• New product dispatch: As per standard delivery timeline
• End-to-end exchange: usually 7-14 business days
• Tracking provided for both return and new dispatch

9. Warranty and After-Sales Service

9.1 Manufacturer Warranty

• All products covered by manufacturer's warranty terms
• Warranty period starts from delivery date
• Warranty claims processed through suppliers
• Aliwala facilitates warranty service coordination
• Warranty documentation provided with products

9.2 Aliwala Platform Guarantee

• Guarantee of product authenticity
• Support for warranty claims and service issues
• Escalation support for unresolved warranty matters
• Quality assurance for all platform transactions

9.3 Extended Warranty

• Extended warranty options available for select products
• Third-party warranty providers partnered with Aliwala
• Additional warranty can be purchased during checkout
• Separate terms and conditions for extended warranty

10. Bulk Order Returns

10.1 Special Considerations

• Bulk orders (>₹50,000) may have customized return policies
• Partial returns allowed for bulk orders
• Quality inspection requirements for large quantities
• Extended return windows for bulk purchases
• Dedicated account manager for bulk return processing
• Bulk returns may require additional documentation
• Bulk returns may be subject to additional fees
• Bulk returns may require additional inspection

10.2 Bulk Return Process

• Mandatory pre-return discussion with supplier
• Detailed return documentation required
• Phased return pickup for large quantities
• Specialized logistics partners for bulk returns
• Possible restocking fees for bulk returns

10.3 Bulk Return Costs

• Negotiated return shipping costs
• Shared responsibility between buyer and seller
• Volume-based return cost calculations
• Special handling charges for oversized items

11. Dispute Resolution

11.1 Resolution Process

Level 1: Direct resolution between buyer and supplier

• 48-hour window for mutual resolution
• Communication through Aliwala messaging system
• Platform-facilitated negotiation

Level 2: Aliwala Platform mediation

• Escalation to Aliwala customer support
• Evidence-based decision making
• Neutral third-party mediation
• Resolution within 5-7 business days

Level 3: Senior management review

• Complex cases reviewed by senior team
• External expert opinion for technical disputes
• Final decision binding on both parties
• Resolution within 10-15 business days

11.2 Evidence Requirements

• Photo/video evidence of issues
• Order documentation and invoices
• Communication records between parties
• Technical specifications and certifications
• Third-party inspection reports (if applicable)

11.3 Dispute Resolution Fees

• No fees for standard dispute resolution
• Expert consultation fees for complex technical disputes
• Legal arbitration costs shared between parties
• Frivolous dispute penalties may apply

12. Special Categories

12.1 Perishable Goods

• Perishable goods may or may not be eligible for returns or exchanges
• Once opened, perishable goods cannot be returned unless existing damage evidence is provided
• Perishable goods may or may not be subject to refund
• Immediate inspection required upon delivery
• 24-hour maximum window for reporting issues
• Photo/video evidence mandatory for claims
• Temperature-controlled return requirements
• Expedited return processing

12.2 Fragile Items

• Fragile items may or may not be eligible for returns or exchanges
• Once opened, fragile items cannot be returned unless existing damage evidence is provided
• Fragile items may or may not be subject to refund
• Immediate inspection required upon delivery
• 24-hour maximum window for reporting issues
• Photo/video evidence mandatory for claims
• Expedited return processing

12.3 Digital/Electronic Goods

• Digital/Electronic goods may or may not be eligible for returns or exchanges
• Once opened, digital/electronic goods cannot be returned unless existing damage evidence is provided
• Digital/electronic goods may or may not be subject to refund
• Immediate inspection required upon delivery
• 24-hour maximum window for reporting issues
• Photo/video evidence mandatory for claims
• Expedited return processing

12.4 Customized, Made-to-Order, or Personalized Products

• Customized, made-to-order, or personalized products may or may not be eligible for returns or exchanges
• Once opened, customized, made-to-order, or personalized products cannot be returned unless existing damage evidence is provided
• Customized, made-to-order, or personalized products may or may not be subject to refund
• Immediate inspection required upon delivery
• 24-hour maximum window for reporting issues
• Photo/video evidence mandatory for claims
• Expedited return processing

12.5 Hazardous Materials

• Special handling requirements for returns
• Compliance with safety regulations mandatory
• Authorized personnel required for return processing
• Additional documentation and certifications required
• Extended processing time for safety clearances

12.6 High-Value Items (>₹5 Lakhs)

• Enhanced verification process
• Insurance coverage mandatory for returns
• Specialized logistics partners
• Extended return window up to 30 days
• Dedicated relationship manager assigned

13. Seasonal and Promotional Items

13.1 Sale Items

• Final sale items clearly marked as non-returnable
• Clearance items subject to different return terms
• Promotional items may have modified return windows
• Seasonal items with specific return deadlines

13.2 Festival/Seasonal Sales

• Special return policies during major sales events
• Extended return windows for festival purchases
• Bulk return processing during peak seasons
• Additional customer support during sale periods

14. International Returns

14.1 Cross-Border Returns

• Returns for international orders subject to customs regulations
• Additional documentation required for international returns
• Extended processing time for customs clearance
• Buyer responsible for customs duties and taxes

14.2 Import/Export Compliance

• Returns must comply with both countries' regulations
• Restricted items may not be returnable internationally
• Additional certificates and documentation required
• Extended timeline for international return processing

15. Customer Support

15.1 Contact Information

Returns Department:

• Email: info@aliwala.in
• Phone: +91 82903 92786

Escalation Support:

• Email: info@aliwala.in
• Phone: +91 82903 92786
• Business Hours: Monday to Saturday, 9 AM - 7 PM

15.2 Support Channels

• In-App Support: Real-time chat with support agents
• Email Support: Detailed query resolution
• Phone Support: Immediate assistance for urgent issues
• Video Call Support: For complex technical issues

15.3 Response Time Commitments

• In-App Chat: Immediate response during business hours
• Email: 4-6 hours response time
• Phone: Immediate response during business hours
• Escalations: 24-hour response guarantee

16. Policy Updates and Amendments

16.1 Policy Updates

This return policy may be updated periodically to reflect:

• Changes in business operations
• Legal and regulatory requirements
• Customer feedback and suggestions
• Technology platform improvements

16.2 Notification of Changes

Users will be notified of significant policy changes through:

• App push notifications
• Email alerts to registered email addresses
• SMS notifications to registered mobile numbers
• Prominent display on app homepage
• Website banner notifications

16.3 Acceptance of Updates

• Continued use of the platform constitutes acceptance of policy updates
• Users can review updated policies before placing new orders
• Existing orders subject to policy terms at time of purchase
• Significant changes may require explicit user consent

17. Legal Compliance

17.1 Regulatory Compliance

This return policy complies with:

• Consumer Protection Act, 2019
• Indian Contract Act, 1872
• Sale of Goods Act, 1930
• E-commerce Rules, 2020
• State-specific commercial laws

17.2 Jurisdiction

• This policy is governed by Indian law
• Disputes subject to jurisdiction of courts in [Insert City]
• Arbitration as per Indian Arbitration Act
• International disputes subject to Indian legal framework

17.3 Liability Limitations

• Aliwala acts as a facilitator platform
• Primary responsibility lies with suppliers for product quality
• Platform liability limited to facilitation and mediation
• Maximum liability limited to transaction value

18. Terms and Conditions

18.1 Policy Integration

This return policy should be read in conjunction with:

• Aliwala Terms of Service
• Privacy Policy
• Delivery Policy

18.2 Precedence

In case of conflicts between policies:

• Terms of Service take precedence
• Specific product terms override general terms
• Negotiated terms for bulk orders take precedence
• Latest policy version applies

18.3 Severability

• Invalid provisions do not affect entire policy
• Remaining provisions continue to be enforceable
• Substitute provisions may be applied for invalid terms
• Policy interpretation based on business intent