Returns & Cancellations
Cancellation of Product:
The Member has the sole discretion to cancel the order before it has been processed by the company and has reached the status "Quality Check".
In case of prepaid orders, on cancellation of the order before the “Quality Check” Status has been processed the Member shall be entitled to a refund in the following manner:
1. Once the order is successfully placed (regardless of the order status) cancellation of the same shall attract a deduction of 3% of the Invoice or Order Value, whichever is higher, towards "payment processing fee".
A Deduction of 9% of the Invoice or Order Values shall be applicable for All Cancellations, towards "payment processing fee" When Simpl Pay in 3/Pay Later Payment Option is used.
2. Also for a prepaid order once in "Quality Check" Status it can only be cancelled post deduction of logistics fee (to & fro i.e forward & return shipping charges) & re-stocking fee which shall be applicable).
The above is Only applicable to the "Returnable" category of products, an Order once Shipped (i.e. Physical handover of your order to the Shipping Partner) cannot be cancelled and must be returned by Customer to ClickOnCare as per the "Return Process" upon which the Refund shall be done post Quality Assurance Checks and Re-stocking Fee of 3%, Subject to Original Condition of the Product over and above other charges mentioned.
In case of cash on delivery orders, if cancelled after Quality Check or if the shipment is not accepted upon delivery when attempted, the Member will not be eligible for cash on delivery facility for any of the future orders.
In case of orders consisting of “Non-Returnable” Goods/Item’s, the order shall not be eligible for Cancellations Or Returns, once in "Quality Check" status. Additionally, it may be noted, No Refund shall be processed for such Orders with “Non-Returnable” Goods/Items/Shipments.
Return of Damaged/Defective Product:
If a Member has received a Product that is defective/damaged/incorrect or the items are missing in your order, then the Member has to contact the customer care of the Company at email@example.com or call at +91-8929965335 or raise a ticket from the help desk as available on the Member's account in the Platform, within a period of 48 (Forty Eight) hours from the time of delivery of the Product/Goods/Items. No Claims (if raised), beyond the period of 48 (Forty Eight) hours from the time of delivery of the Product/Goods/Items, pertaining to Product that is defective/damaged/incorrect or Missing items in an order shall be honored. Replacements are subject to availability of that particular product. Batch and Price updates on replacement (if any) will be applicable accordingly. If the request for Returns/Cancellations is initiated due to a reason other than "Defective/Damaged/Expired/Wrong Product/Missing Items", ClickOnCare shall deduct Forward and Return Shipping Charges from the Refunds and We will try to close the issue within a span of maximum 10 working days from the receipt of the product.
Refund as per the above terms shall only be applicable if the product is "Returnable" and the order is "Pre-paid". No requests shall be entertained for the "Non-returnable" products.
The Member may raise a ticket on the Platform/ send an email to "firstname.lastname@example.org" or contact customer care at +91-8929965335 of the Company for the return of the Product/Goods/Items. The Company may request for details such as but not limited to picture of the Product/Goods/Items, video of the opening of the shipment, order number and shipment details etc.
The Member for return shall send the Product to:
ClickOnCare Retail Private Limited;
1st Floor, Shop No.5, Survey No.68/2, #12, Parappana Agrahara Main Road, Electronic City Post, Bangalore-560100
Or opt for the reverse pick up option. The Product should be returned in the same or similar packaging as the original delivery. The Product must reach the Company within 7 (seven)days of the Members returns process initiation for all orders within India and 15 (fifteen)days from other locations.
Reverse Pick up:
Reverse pick up is subject to the location and applies only to Domestic Members. The logistic fee shall be applicable for the process of reverse pick up. Any logistic fee or shipping fee applies for returns or cancellation shall be deducted from the refund in case we arrange for the reverse pick up. Please ensure that the Product reaches us within 7 Days of your Returns Process Initiation for all orders from India & 15 days from other locations. Note: We urge our customer to kindly validate the credentials (ID cards) of the person before handing over the product for return.
Inspection of the Product:
The Company shall inspect the Product and on the satisfaction of the Company shall initiate the refund or replacement.
Replacement of Product:
Replacements are subject to availability of the Product. Batch and price updates on a replacement if any will be applicable accordingly.
All refunds to the Member shall be done within 7 (seven) working days/ 10(ten) days of from the date of initiating the refund. Please note that You should ensure that the Product is intact, no tags have been removed and the remains unused and maintains its original packing condition.
The payment is reversed in the following manner:
*For any prepaid order cancellation by the customer, a fee of 3% on Order value will be deducted against payment gateway charges in addition to other applicable deductions. The balance amount will be refunded back to the source of payment.
Returns not applicable:
The following issues are not covered under the Return Policy:
- Flavour dislike, size, colour/shade, taste, side-effects, rashes, stomach upset, any adverse medical condition. We strongly recommend to cross-verify your product requirement before purchasing
- In case of defective equipment (electronic)/ devices must be claimed directly from the manufacturer’s warranty only.
- Any edible/perishable item which has been used or opened
- Seasonal/special offers by the Company may not be covered under the return’s policy
- Product tampered or damaged due to misuse
- Product without its original packing with accessories, box, parts missing when delivered to Company
- Products missing tags, seals, serial/UPC numbers as may be applicable
In case of Any grievances with respect to but not limited to order, delivery product, quality, price, charges applied, returns and refunds etc. can be resolved by contacting us or raising a ticket at the below mentioned contact details:
Contact the undermentioned for any grievances:
Name: Alan Miller
Designation: Grievance Officer - Customer Services
ClickOnCare Retail Pvt Ltd
Mano Felicity, 1st Floor 13-14/1,
1st Cross (Old 8th Cross),
Parappana Agrahara, Post, Electronic City,
Bengaluru, Karnataka 560100
Contact us: +91-8929965335 (IN), email@example.com /Grievanceofficer@clickoncare.com
The Company reserves all rights to cancel any order without prior intimation on its sole discretion or due to various reasons such as but not limited to quality issue, batch changes price change.
In case of incomplete address or any misleading information given by the Member, the Company reserves the right to cancel the order.