Updated on 7th April, 2025

Return Shipments Policy

This Return Shipments Policy ("Policy") governs the return request raised in relation to Orders placed ("Return Request") with Hiveloop E-Commerce Private Limited (including its subsidiaries, group companies, and affiliates, as may also be referred to as "we", "us", "our" or "udaan" hereinafter, as the context requires) by the Buyer ("User", "Buyer", "you", "your") through [www.udaan.com] website and udaan mobile application ("Platform") and the mechanism for resolution of disputes raised in relation to the Return Requests.

Any capitalised terms used herein this Policy and not defined explicitly shall have the same meaning as defined in the Terms of Use, as amended from time to time.

We may modify this Policy from time to time, and any such changes will be reflected on the Platform and be effective immediately upon the changes being reflected on the Platform. If you do not agree to the terms contained in this Policy, you are advised not to accept the Terms of Use and the Policy and may forthwith refrain from using the Platform. Users agree to be bound by any such changes or modifications and understand and accept the importance of regularly reviewing the Policy as updated on the Platform from time to time.

1. RETURN REQUEST

a. The Buyer may raise a Return Request on the Platform by reaching out to our customer support team in accordance with Paragraph IV ("Customer Support") for any one of the following reasons:

1. The Product(s) is physically damaged or is defective, including damage to the outer box delivered;

2. Expiry issues or quality related issues with respect to the Product delivered;

3. The product delivered is wrong or does not match the description or specifications mentioned on the listing page on the Platform;

4. Part of the Order/Products is found to be missing due to reasons attributable to the udaan.

b. Without prejudice to the foregoing, the Buyer may raise a Return Request for the following reasons attributable to the logistics service provider:

1. Part of the Order/Products is found to be missing due to any reasons attributable to the logistics service provider; or

2. Product was damaged in-transit;

c. Depending on the category of Product, the Buyer may raise a Return Request for any of the following issues:

A. IF SHIPMENT IS DAMAGED

1. Buyer can initiate the Refund Request if the Shipment is damaged and detected after the delivery ("Damaged Shipment"). For the Return Request for Damaged Shipment:

   (i) The Buyer must have signed on the delivery receipt;

   (ii) Timeline: The Buyer shall raise a Return Request within 30 (thirty) days for staple/food, and FMCG products;

   (iii) At the time of making a Return Request to our customer support team, the Buyer will be required to provide appropriate supporting documentation/proof including without limitation:

   a. images of the Product(s) indicating the issue in the Product/Shipment delivered. The images need to capture the following: (1) Order ID; (2) Order details; (3) packed Shipment; (4) issue observed by the Buyer in the Product; (5) damages to the Product;

   b. unboxing/normal video clip indicating the issues in the Product/Shipment delivered (as applicable). The video clip needs to capture (1) all sides of the package in which Shipment was carried; (2) Order details; (3) the shipping label with Order ID; (4) quantity of the Product; (5) damages in the Product (6) any tampering with the outer box etc.;

   c. copy of bill/tax invoice for the Product received; and

   d. if any further information or clarification is required from the Buyer, we will contact the Buyer.

2. We will assign the reverse pickup of the Product and once the Product is returned to our facility at no cost to the Buyer, we will initiate an inspection of the Shipment within 48 (forty eight) hours of pick up to confirm the damage. If damage is confirmed, confirmation will be sent to the Buyer acknowledging the return process.

3. The refund process will begin once the returned Shipment has been inspected and deemed valid for return due to damage. The refund will be credited as per the following:

   (i) For the Buyers from Karnataka, if the Buyer is a credit Buyer then the refund amount will be adjusted against any outstanding credit or dues owed to us and if there is no credit then/after the refund amount will be credited to Buyer's udaan wallet, which will be reflected as a balance within your udaan wallet account;

   (ii) For the Buyers other than Karnataka, if the Buyer is a credit Buyer, the refund amount will be adjusted against any outstanding credit or dues owed to us and if there is no credit then/after the refund amount will be credited to Buyer's bank account.

4. If the product do not match the reverse pickup (RVP) details, udaan will not approve return request.

B. IN CASE OF QUALITY ISSUES:

1. Buyer can initiate the Refund Request if the Products in the Shipment have quality issues. For the Return Request of Products having quality issues:

   (i) The Buyer shall provide details stating the quality issues in the Shipment such as worms, smell, color, incorrect cooking instructions, change in size, wetness, and/or mixed products in the Return Request to our customer support team;

   (ii) Timeline: The Buyer shall raise a Return Request within 30 (thirty) days for staple/food, and FMCG products;

   (iii) At the time of making a Return Request to our customer support team, the Buyer will be required to provide appropriate supporting documentation/proof including without limitation:

   a. images as proof, including a picture of the outer package and the Product inside the package. The images need to capture the following: (a) Order ID; (b) Order details; (c) packed shipment; (d) issue observed by the Buyer in the Product; (e) damages to the Product;

   b. The Buyer shall upload unboxing/normal video clip indicating the issues in the Product/shipment delivered (if applicable). The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, issues in the Product;

   c. The Buyer shall provide copy of bill/tax invoice for the Product received;

2. We will assign the reverse pick-up of the Product and once the Product is returned to our facility at no cost to the Buyer, we will inspect the return shipment within 48 (forty eight) hours to confirm the quality issues. If such quality issues are confirmed, a confirmation will be sent to the Buyer acknowledging the return process.

3. The refund process will begin once the returned Shipment has been inspected and deemed valid for return due to damage. The refund will be credited as per the following:

   (i) For the Buyers from Karnataka, if the Buyer is a credit Buyer then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit buyer, then the refund amount will be credited to Buyer's udaan wallet, which will be reflected as a balance within your udaan wallet account;

   (ii) For the Buyers from other States (excluding Karnataka), if the Buyer is a credit Buyer, then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit Buyer, then the refund amount will be credited to Buyer's bank account.

4. If the product does not match the reverse pickup (RVP) details, udaan will not approve return request.

C. EXPIRY RELATED ISSUE:

1. Buyer can initiate the Refund Request if the Products in the Shipment have expiry related issues. For the Return Request for Products having expiry issues:

   (i) The Buyer shall provide details stating the expiry related issues of the products in the Return Request to our customer support team;

   (ii) Timeline: The Buyer shall raise a Return Request within 30 (thirty) days for staple/food, and FMCG products;

   (iii) At the time of making a Return Request to our customer support team, the Buyer will be required to provide appropriate supporting documentation/proof including without limitation:

   a. images of the Product(s) indicating the issue in the Product/Shipment delivered. The images need to capture the following: (1) Order ID; (2) Order details; (3) packed Shipment; (4) issue observed by the Buyer in the Product; (5) damages to the Product;

   b. unboxing/normal video clip indicating the issues in the Product/Shipment delivered (as applicable). The video clip needs to capture (1) all sides of the package in which Shipment was carried; (2) Order details; (3) the shipping label with Order ID; (4) quantity of the Product; (5) damages in the Product (6) any tampering with the outer box etc.;

   c. copy of bill/tax invoice for the Product received; and

   d. if any further information or clarification is required from the Buyer, we will contact the Buyer.

2. We will assign the reverse pickup of the Product and once the Product is returned to our facility at no cost to the Buyer, we will inspect the return shipment within 48 (forty eight) hours to confirm the quality issues. If such quality issues are confirmed, a confirmation will be sent to the Buyer acknowledging the return process.

3. The refund process will begin once the returned Shipment has been inspected and deemed valid for return due to damage. The refund will be credited as per the following:

   (i) For the Buyers from Karnataka, if the Buyer is a credit Buyer then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit buyer, then the refund amount will be credited to Buyer's udaan wallet, which will be reflected as a balance within your udaan wallet account;

   (ii) For the Buyers from other States (excluding Karnataka), if the Buyer is a credit Buyer, then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit Buyer, then the refund amount will be credited to Buyer's bank account.

4. If the product does not match the reverse pickup (RVP) details, udaan will not approve return request.

D. OTHER ISSUES

1. In case the items are missing/wrong product is received, the Buyer shall raise a Return Request within 7 (seven) days from the date of delivery subject to the following conditions:

   a. It's mandatory that the Buyer has signed the delivery receipt to confirm that Buyer has received the items;

   b. If the delivery receipt was not provided by our delivery personnel to the Buyer at the time of delivery, the Buyer shall mention the same to our customer support team stating that the delivery receipt was not provided

   c. If the delivery receipt is signed without checking, then udaan shall give Buyers a one-time exception.

2. We will assign the reverse pick-up of the Product and once the Product is returned to our facility, we will inspect the return shipment within 48 (forty eight) hours to confirm the issues concerned. If the concerned issues are confirmed, confirmation will be sent to the Buyer acknowledging the return process.

3. The refund process will begin once the returned Shipment has been inspected and deemed valid for return due to above mentioned issues. The refund will be credited as per the following:

   (i) For the Buyers from Karnataka: if the Buyer is a credit Buyer, then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit Buyer, then the refund amount will be credited to Buyer's udaan wallet, which will be reflected as a balance within your udaan wallet account.

   (ii) For the Buyers from other States (excluding Karnataka): if the Buyer is a credit Buyer then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit Buyer, then the refund amount will be credited to Buyer's bank account.

4. If the product does not match the reverse pickup (RVP) details, Udaan will not approve return request.

*No Return Request shall be entertained for Shipments of fresh Products, oil, ghee and vanaspati. In case these fall in category of Damaged Products the Buyer shall immediately reject the delivery by signing delivery receipt and mention the reason for rejection.

Upon receipt of a Return Request from the Buyer, the same will be displayed on the Platform. We will internally scrutinize the Return Request raised by the Buyer. Further, the Return Request raised by the Buyer will either be approved or rejected and the same will be communicated to the Buyer.

E. DECISION ON THE RETURN REQUESTS

Basis our internal scrutiny of the Return Request raised by the Buyer, any of the following may occur:

a. Approval of the Return Request: The Return Request shall be approved upon thorough review and verification in accordance with this Policy, the request may be approved at Udaan's sole discretion, if sufficient supporting documents are furnished as detailed in Paragraph I, depending on the claim.

Upon approval, the claim process will be initiated, and the Buyer will be provided with the necessary instructions for proceeding with the return in compliance with this Policy.

For the Food/FMCG category, to ensure successful return pick up of the Shipment, the Buyer is required to return the complete Shipment in the original condition and in the same bag as it was received in.

In case of approval of the Return Request, if the Buyer has already paid for the Order, the Order amount for the Product(s) shall be refunded to the Buyer as per the following:

(i) for the Buyers from Karnataka: if the Buyer is a credit Buyer, then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit Buyer, then the refund amount will be credited to Buyer's udaan wallet, which will be reflected as a balance within your udaan wallet account;

(ii) for the Buyers from other States (excluding Karnataka): if the Buyer is a credit Buyer, then the refund amount will be adjusted against any outstanding credit or dues owed to us and if the Buyer is not a credit Buyer, then the refund amount will be credited to Buyer's bank account.

b. Rejection of the Return Request: The Return Request raised by Buyer shall be rejected, in case of any of the following reasons: (i) If the Buyer does not respond to the inquiry calls and/or communication via other modes made by us to procure missing documentation and information in relation to the Return Request; (ii) supporting documents are insufficient, or Buyer is unable to provide sufficient proof in support of the claim; (iii) If the Buyer's return history shows excessive returns, then the Return Request of the Buyer may be rejected; or (iv) Buyer's Return Request shall automatically stand cancelled in case the Products handed over to us do not pass the verification checks. We will not entertain any further Return Request in case of any cancellation due to verification check.

c. Exceptional cases: In exceptional cases such as fraud, deficiency in service, or any other circumstance which may affect the user experience on the Platform, we may on a good faith basis and in our sole discretion decide to pay the transaction amount for the disputed Product. The said payment of transaction amount shall be made to compensate for the inappropriate user experience. In such exceptional cases, payment will be initiated to the Buyer within forty-eight (48) banking hours from: (i) the date of approval of the Return Request by us;

2. In all the above-mentioned cases wherein, the Return Requests are approved by udaan, refund will be initiated to the Buyer as per the terms in this Policy accordingly.

F. REJECTION AT THE TIME OF DELIVERY:

If the Shipment is damaged, the Buyer may be entitled to reject and return the Shipment at the time of delivery: (i) The Buyer must immediately notify the delivery personnel and clearly state the rejection of the Shipment. Any visible damages or discrepancies with the Shipment must be reported before signing the delivery receipt; (ii) The Buyer must have signed and have mentioned the nature of the damage or issue on the delivery receipt, mentioning the reason for rejection is clearly noted;

The damaged Products will be returned to our facility by the delivery personnel at no cost to the Buyer and we will initiate an inspection of the Products within 48 (forty eight) hours. If damage is confirmed, confirmation will be sent to the Buyer acknowledging the Products as undelivered shipment and the refund will be credited to the original payment method used by the Buyer within 7 (seven) working days.

G. GRIEVANCE MECHANISM

A. The User may initiate Return Request or submit any grievance with respect to the Platform or the Services, including with respect to any abuse on the Platform and/or any discrepancies experienced with respect to processing of information to the Grievance Officer at the contact details mentioned in II(B). We will endeavour to resolve your grievances and concerns within timelines as mentioned under Applicable Laws.

B. GRIEVANCE OFFICER

Grievance Officer, Hiveloop E-Commerce Private Limited, 1st Floor of South Wing "TWA - SJR - The Hub" situated at Survey Number 8, 2 & 9, Sarjapur Main Road, Sarjapur - Marathahalli Road, Bellandur, Bengaluru, Karnataka PIN- 560102, India Phone: 080 6883 5562 Email:[email protected] Time: Mon - Sat (10:00 AM - 07:00 PM)

H. CUSTOMER SUPPORT:

Email Id: [email protected] Phone No: 080 6883 5562

Support channel: The Buyer shall select the "Call Us" option to either directly connect or request a callback from the udaan customer support team.