Udaan Rtv-Policy-03-June-2020

Last Updated on 10th June 2020

Applicable from 19th June 2020

The Terms of Use, as effective from 00:00 hours on 1st October 2020, are available here.

Warehouse Returns Policy for Sellers

This Warehouse Returns Policy (" Policy") shall be applicable to the sellers (hereinafter referred to as " you" / " Seller") that are availing warehousing services from Hiveloop Logistics Private Limited (" HLPL"), for storage for your non-food products in the warehouses of HLPL. This Policy shall be applicable to any of the following cases;

  1. return request(s) has been raised by the Buyer(s);
  2. undelivered shipment(s);
  3. any other returns as agreed under the warehousing service agreement executed between You and HLPL (i.e., product(s) re-called by the Seller(s), and/or product(s) returned by HLPL, for any reason whatsoever).

Any capitalised terms used herein this Policy and not defined explicitly shall have the same meaning as defined in the warehousing service agreement. In the event of any conflict between this Policy and the terms of the warehousing services agreement entered into between you and HLPL, the provisions as set out in this Policy shall prevail and supersede.

1. In case of any return request raised by the Buyer and /or any undelivered shipments:

(i) If the Buyer has raised return request of the Product(s) delivered to it due to following reasons:

  1. wrong Product(s) and/or damaged Product(s);
  2. missing product(s); and /or
  3. difference in quantity,

then HLPL will facilitate the return of such Product(s) to the designated warehouse location of HLPL (from where the Product(s) was dispatched).

Once the Product(s) is received at the designated warehouse location of HLPL, the Product(s) would be checked by HLPL for any outer damage and/or any visible tampering to the packaging and/or any material damages to the Product(s). If the Product(s) is found to be without any such damages, the Product(s) would be accepted and inventoried in the warehouse by HLPL. However, if the product(s) is found to be damaged, and/or tampered with, for reasons attributable to us, the Product(s) will be retained by HLPL and the order value of such tampered or damaged Product will be reimbursed to you. In this regard, our decision with respect to the findings in relation to the damage / tampering of the Product(s) and the order value to be reimbursed to you shall be final and binding on you.

(ii) if the buyer has raised a return request for the following reasons:

  1. any manufacturing defect/ functional defects in the Product(s); or
  2. any quality related issues with respect to the Product(s);

then HLPL will facilitate the return of such Product(s) to the designated warehouse location of HLPL (from where the Product(s) were dispatched).

Any Product(s) which are returned by the Buyer due to the above-mentioned claims, such Products will be returned to you except where any damage and/or tampering to the Product(s), is due to any reasons attributable to HLPL, which determination shall be made in HLPL’s reasonable opinion. Our decision shall be final and binding on you in this regard. For the avoidance of doubt, the Products returned pursuant to (ii) above, shall not be inventoried at the warehouse. You shall be obligated to accept such Product(s). HLPL disclaims all responsibility and liability with respect to any products that are returned by the Buyer and you agree not to hold HLPL liable for any such claims or disputes or damages arising out of such return as contemplated herein.

2. Undelivered Shipment(s) or RTOs:

In case the Product(s) is undelivered for any reasons as per the terms of the RTO Policy, we will check the Product(s) for any outer damage and/or any visible tampering to the packaging and/or any material damages to the Product(s). If the Product(s) in our reasonable opinion appear to not be damaged, the Product(s) would be accepted and inventoried in the warehouse by HLPL. In the event, the Product(s) is found to be damaged due to the above-mentioned reasons, such Product(s) will be retained by HLPL and the order value/ cost of such tampered or damaged Product will be reimbursed to you. In this regard, our decision shall be final and binding on you. You shall be obligated to accept such Products.

3. Returns as agreed under the warehousing service agreement executed between You and HLPL:

(i) You may, at your sole discretion, recall your product(s) stored in the designated warehouses of HLPL (in part or in full), for which no Order has been placed at the time of such recall request.

(ii) HLPL may in its sole and absolute discretion return the unsold Product(s) to you at any time during the subsistence of this Policy. HLPL may further exercise its right to return the Product(s) to you, if the Product(s) have not passed the physical verification conducted by HLPL while the initial in-warding of the Product(s) in the designated warehouse.

4. Fees:

We may charge you logistics and transportation fee associated with respect to the return of Product(s) to you. Such fees shall be applicable to you as per the rates displayed on the Platform. We reserve the right to modify the fees from time to time in our sole discretion. Any such modifications to the fee will be displayed on the Platform and it shall be your obligation to regularly review the fees as may be updated from time to time via the Platform.

5. Timelines for return of Product(s):

All the Product(s) to be returned to you in accordance with this policy shall be delivered to you within 90 days from the date the Product(s) being inventoried or such date that maybe communicated to you by HLPL, whichever is later.

6. Claims and Disputes:

You can raise a dispute within seventy-two (72) hours from the time of delivery of the Product(s) to you for the following reasons:

  1. missing products or items (in full or in part); or
  2. products damaged in transit.

You shall be required to raise a claim/ dispute with respect to the products that are returned to you along with the copy of the delivery note in support of your claim. For raising a dispute / claim with respect to the shipment/ products returned to you, you can reach out to HLPL at [email protected] or via the Platform.

You may be required to provide documents/ information in support of your claim, if requested by HLPL. HLPL will contact you for any such requirement. HLPL’s decision with respect to settlement of the claim/ dispute shall be final and binding on you and HLPL shall not entertain any further claims once the claim/ dispute has been settled/ resolved.

7. Limitation of Liability:

Notwithstanding anything contained in this Policy, you agree that HLPL’s aggregate liability and Seller’s sole remedy in case of any damage to the Product(s) or any logistics related issues that are attributable to HLPL, shall be limited to the order value of such Product(s).

8. Modification to this Policy:

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. You agree to be bound to any such changes or modifications and understand and accept the importance of regularly reviewing the Policy as updated on the Platform.