Returns and Refunds Policy
Reliance Retail Limited, a company incorporated under the laws of India, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400 002, Maharashtra, India (“AJIO”) is a retail company which offers various retail solutions, including, through its website www.ajio.com, and its mobile and tablet applications (“Platforms”), various online lifestyle, fashion and electronics solutions, which inter alia facilitate the sale and purchase of electronics, toys, and lifestyle and fashion merchandise (“Products”) by users of the Platforms (“Users”).
3.1. Cancellation before dispatch.
3.1.1. A User is permitted to fully or partially cancel orders prior to its dispatch from AJIO.
3.1.2. Upon successfully placing an order on the Platforms and after AJIO has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products.
3.1.3. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting AJIO to process a cancellation by sending an email to email@example.com.
3.1.4. Refund. In all events of cancellation prior to the dispatch of the purchased Products, AJIO shall initiate refunds within 2 (two) business days from the date on which it received the request from the User.
3.1.5. In case of cash on delivery, the refund will reflect in the User’s bank account and/or the User’s AJIO Wallet (as defined in the Fees and Payments Policy) within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which AJIO initiates the refund. All refunds, except for refund to AJIO Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.
3.1.6. In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.
3.2. Cancellation after dispatch. We do not accept post-dispatch cancellation of orders.
4.1. The category-wise details are set out below which shall apply, subject to the other Terms and Conditions of this Cancellation, Return and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return information.
FASHION AND LIFESTYLE PRODUCTS
Any apparel, accessories, footwear, sunglasses, certain fashion Jewellery, etc.
30 days from the date of delivery – as long as the product is unused and the price tags are intact.
Smartphones, Jio MyFi devices, accessories, smart watches, pen drives, hard disks, speakers, power banks, etc.
7 days from the date of delivery – only if there is apparent visible damage, or key product-related defects.
10 days from the date of delivery – as long as the product is unused and the price tags are intact.
Watches (analog & digital)
7 days from the date of delivery – as long as the product is returned in its original packaging along with the guarantee card and manuals (if any), and all the protective coverage is intact.
Gold & Silver Jewellery, Coins & Idols
Either no returns or 7 days return period, as is applicable to the relevant product on the product display page – as long as all the certificates are returned, and the articles are in the original packaging.
4.2. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary and subject to paragraph 4.12, Products may be returned only in case of defects or deficiencies in the Product, and not for any other reason
4.3. It is hereby clarified that in the case of toys, notwithstanding anything to the contrary and subject to paragraph 4.12 (a) Users cannot return certain Products which are specified as ‘non-returnable’ on the relevant Product pages of the Platforms, and (b) Products may be returned only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason.
4.4. 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 and subject to paragraph 4.12, 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 shall be collected from such User.
4.5. AJIO shall not accept return or refund requests raised for any of the following Products, except in accordance with paragraph 4.7 (“Non-returnable Products”):
- 4.5.1. Lingerie, innerwear, and swimwear;
- 4.5.2. Cosmetics;
- 4.5.3. Deodorants and perfumes;
- 4.5.4. Fashion jewellery;
- 4.5.5. Socks and stockings;
- 4.5.6. Gift vouchers issued by AJIO, if any;
- 4.5.7. Such other Products as may be specified by AJIO from time to time.
4.6. If the User is dissatisfied with the purchased Product received from AJIO, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by AJIO after due verification at its sole discretion) or in case of late delivery (except in case of force majeure including COVID-19), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than: (a) 7 (seven) days from the date on which he/she received the delivery of the Product, in case of electronics, (b) 10 (ten) days from the date on which he/she received the delivery of the Product, in case of toys, (c) 30 (thirty) days from the date on which he/she received the delivery of the Product, in case of non-electronic Products or toys.
4.7. The User can only return Non-returnable Products if there are defects and deficiencies in the Product (attributable to, and accepted by AJIO after due verification at its sole discretion) or if such Non-returnable Products are delivered late (except in case of force majeure including COVID-19). The User shall initiate a request for returning such Non-returnable Products on the Platforms not later than 7 (seven) days from the date of delivery of Product.
4.8. Subject to the terms of this Cancellation, Return and Refund Policy, AJIO offers Users an easy return / refund policy. AJIO also accepts partial returns wherein User can raise a return request for one or all Products except in case of Bundled Packages (as defined hereinafter). The process for initiating the process for raising a return / refund / exchange request is:
- 4.8.1. Please login with your credentials and visit the My Account section.
- 4.8.2. Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. Kindly email an image of the Product and the invoice for our reference.
- 4.8.3. At the time of creation of this return / refund request, the User shall specify the preferred mode of refund i.e. either the User’s bank or AJIO Wallet, if the User had used the cash on delivery mode of payment.
- 4.8.4. The Products will be picked up within the timelines intimated by AJIO.
- 4.8.5. AJIO will initiate the refund or replacement process only if the Products are received in accordance with the Cancellation, Return and Refund Policy.
- 4.8.6. On certain select days as specified by AJIO separate policies may be applicable.
4.9. 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 Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund 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. AJIO reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, AJIO will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Platform.
4.10. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for AJIO to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package. It is hereby clarified that if the Bundled Package consists of any Non-returnable Product along with other Products, the User shall return all other Products except the Non-returnable Products.
4.11. Return of or refund for purchased Products shall not be entertained by AJIO if:
- 4.11.1. the Product has been used for reasons apart from checking fit and comfort. If AJIO is satisfied that the Product has been used for reasons apart from checking fit and comfort, AJIO shall reserve the right to reject the return of the Product;
- 4.11.2. the Product has been washed;
- 4.11.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
- 4.11.4. the serial number/IMEI number/bar code of the Product, as applicable, does not match AJIO’s records;
- 4.11.5. the accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition;
- 4.11.6. there are any dents, scratches, tears or any other damage to the Products or any part thereof;
- 4.11.7. in the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by AJIO;
- 4.11.8. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;
- 4.11.9. in case of precious materials or accessories (watches), if the returned Products are fake or counterfeit or damaged;
- 4.11.10. AJIO is satisfied that the Product has been rendered defective or unusable; or
- 4.11.11. if the User in any way breaches the Cancellation, Return and Refund Policy
4.12. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, AJIO shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
4.13. AIJO shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that AJIO shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.
4.14. It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by AJIO after due verification at its sole discretion). 4.15. AJIO shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. AJIO disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
4.16. If the request for refund is undisputed by AJIO, the refund should reflect in the User’s bank account and/or the User’s AJIO Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which AJIO initiates the refund.
4.17. Refunds shall be processed by AJIO through its normal banking channels except in cases where a User had utilised his/her AJIO Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her AJIO Wallet for payment towards the purchased Products, AJIO shall process all refunds only into such User’s AJIO Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, AJIO shall process all refunds into either the User’s AJIO Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to AJIO at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, AJIO shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) AJIO deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s AJIO Wallet, it cannot be further transferred to any other bank account or encashed, and would continue to remain in the User’s AJIO Wallet until exhausted for shopping 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 AJIO 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 AJIO may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s AJIO 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 AJIO Wallet.
4.18. Return of purchased Products are facilitated through AJIO’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by AJIO, AJIO’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to AJIO. While AJIO has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, AJIO has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where AJIO is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to AJIO’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return.. Upon self-shipping the Product to AJIO’s warehouse, the User shall be required to scan the courier/postal receipt to firstname.lastname@example.org for AJIO’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at AJIO’s returns desk/warehouse.
4.19. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 4.18 above and AJIO does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to AJIO to prove his/her claim of return of Products through self-shipment to AJIO. It is specifically clarified that any refunds shall be processed by AJIO only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.
Any grievances relating to the Cancellation, Return and Refund Policy may be directed by you to the grievance officer of AJIO who can be contacted at email@example.com.