RETURN, REFUND & EXCHANGE POLICY

Last Updated: 24 October 2026

1. About This Policy

Moybazar Retail India Pvt. Ltd. is committed to providing customers with quality products and a fair shopping experience.

This policy explains when a product may be returned, exchanged or refunded, how customers can report a problem and how eligible refunds will be processed.

This policy is subject to applicable Indian consumer protection laws. Nothing in this policy limits any consumer right that cannot legally be excluded.

2. Return Request Period

Customers should report an eligible return, exchange or product-related complaint within 7 days of delivery.

Customers are encouraged to report damaged, defective, incorrect, missing or visibly tampered products as soon as possible and provide supporting photographs or videos where available.

The 7-day reporting period does not override any longer period or other rights available to a customer under applicable law.

3. Products Eligible for Return or Exchange

Subject to applicable law and the product-specific conditions displayed before purchase, a return or exchange may be considered where:

  • The wrong product was delivered.
  • The product was damaged or defective on delivery.
  • The product does not match its advertised description or agreed specifications.
  • The product is missing parts or accessories that were included in the order.
  • The product was delivered in a condition that makes it unsuitable for its intended use.
  • Another circumstance arises in which a return, replacement or refund is required by applicable law.

Moybazar may request photographs, videos, order details or a reasonable inspection to establish the nature of the complaint.

A request will not be rejected merely because the customer cannot provide a particular type of evidence if applicable law requires a different approach.

4. Products Generally Not Eligible for Change-of-Mind Returns

For hygiene, safety, perishability or product-condition reasons, the following categories may be excluded from ordinary change-of-mind returns where legally permitted:

  • Perishable food items and products with a short shelf life.
  • Personal-care, hygiene and sanitary products once their protective seal has been opened, where appropriate.
  • Products made or personalised specifically for a customer.
  • Products clearly identified as non-returnable before purchase, where the restriction is lawful.
  • Products damaged through misuse, accidental damage or improper handling after delivery.
  • Products that have been substantially used, altered or damaged by the customer after delivery, where the customer is seeking a change-of-mind return.

These exclusions do not remove any rights that customers may have regarding defective, damaged-on-delivery, incorrect, counterfeit or misdescribed products, or other situations protected by applicable law.

5. Opened, Used or Damaged Packaging

Customers should inspect their orders carefully upon delivery.

For ordinary change-of-mind returns, products should generally be unused, complete and accompanied by their original packaging, tags, accessories and invoice where applicable.

A return request may be declined where a reasonable inspection establishes that the product was damaged, substantially used, altered or rendered unsuitable for resale by the customer after delivery, subject to applicable law.

Opening a package solely to inspect the product does not automatically remove a customer’s rights.

If a product was already defective, damaged, incorrect or otherwise not as agreed when delivered, opening the package or reasonably inspecting the product will not by itself invalidate the complaint.

Customers should stop using a product if they discover a defect or safety concern and contact customer support.

6. Food, Grocery and Perishable Products

Food, grocery and perishable products are generally not accepted for change-of-mind returns once delivered, particularly where their safety, freshness or hygiene could be affected.

However, customers should contact Moybazar promptly if a product is:

  • Spoiled, contaminated or visibly damaged on delivery.
  • Expired or otherwise not compliant with applicable requirements.
  • Incorrect or missing from the order.
  • Different from the product description or agreed specifications.
  • Otherwise subject to a remedy under applicable law.

Moybazar will review the complaint and provide an appropriate remedy as required by law.

Customers should retain the packaging, batch details and available photographs where reasonably possible.

7. Return and Exchange Procedure

To request a return, exchange or product-related remedy:

  1. Contact Moybazar Customer Support using the details below.
  2. Provide your order number, product name and reason for the request.
  3. Share photographs or videos if available and reasonably relevant.
  4. Follow the instructions provided for inspection, collection or return, where applicable.
  5. Keep the product, packaging and accessories until the request has been reviewed.

Moybazar will review the request and communicate the next steps.

Customers should not send products to an address without receiving return instructions.

8. Refund Methods

Where a refund is due, the refund method will be determined in accordance with applicable law, the original payment method and the circumstances of the transaction.

Where legally permitted, customers may voluntarily choose Moybazar Wallet Credit instead of a monetary refund.

Wallet Credit may allow customers to use the credited amount toward eligible future purchases on Moybazar, subject to clearly disclosed wallet terms.

Wallet Credit will not be imposed as a substitute for a monetary refund where applicable law or the customer’s legal entitlement requires a monetary refund.

Where a monetary refund is required, it will be processed through the legally appropriate method, which may include the original payment method or another mutually agreed and legally permissible method.

9. Refund Processing

Once an eligible refund has been approved, Moybazar will initiate or complete the refund within the period required by applicable law.

The time taken for the amount to appear in a customer’s bank account or payment account may depend on the payment provider or financial institution.

Customers will be informed if additional information is reasonably required to process the refund.

Any applicable statutory refund requirements take precedence over a conflicting provision in this policy.

10. Refunds for Defective, Incorrect or Non-Compliant Products

Where a product is defective, deficient, incorrect, counterfeit, materially different from its advertised description or otherwise covered by applicable consumer protection requirements, Moybazar will provide the remedy required by law.

Depending on the circumstances and applicable requirements, the remedy may include a refund, replacement, repair, exchange or another appropriate resolution.

A product-specific non-returnable label does not override a customer’s statutory rights.

11. Order Cancellation

Customers may request cancellation before an order is dispatched, subject to the order’s status and applicable law.

Once an order has been dispatched or delivered, cancellation may no longer be available through the ordinary cancellation process. The applicable return, refund or other legal remedy will then be considered.

Moybazar will not use this provision to avoid any cancellation or refund obligation imposed by applicable law.

12. Return Shipping and Collection

Where a return is approved, Moybazar will communicate the applicable collection or shipping procedure.

Responsibility for return shipping costs will be determined by the circumstances of the return, the information disclosed before purchase and applicable law.

Customers will not be charged return costs contrary to applicable legal requirements.

13. Refund Abuse and Fraud Prevention

Moybazar may reasonably investigate suspicious or inconsistent return requests, including claims involving repeated product damage, missing items or evidence of post-delivery misuse.

Any decision will be based on the available facts, reasonable verification and applicable law.

This section does not permit Moybazar to reject a legitimate consumer complaint or a refund required by law.

14. Customer Support

For return, refund, exchange or product-related complaints, please contact:

Business: Moybazar Retail India Pvt. Ltd.

Website: https://moybazar.com

Customer Care: 92508 21356

WhatsApp Support: https://wa.me/919250821356

Email: help@moybazar.com

Please provide your order number and a clear description of the issue so that our team can review your request.

15. Policy Updates

Moybazar may update this policy when its products, services or legal requirements change. The current version will be published on this page.

No update will remove consumer rights that cannot legally be excluded.

Moybazar Retail India Pvt. Ltd.

We aim to resolve genuine product and delivery concerns fairly while protecting customers and maintaining responsible retail practices.