This or That, an e-commerce platform powered by SOCH Retail Pvt. Ltd. has drafted a Return & Exchange Policy that aids in the smooth functioning of the overall process.
Throughout this document, we, us, our, ours refer to Soch Retail Pvt Ltd.
Wherever we have said USER it refers to YOU or the end consumer.
The user here refers to any person who visits, browses or registers with the platform i.e Soch Retail Pvt Ltd.
General Return Policy
As per the policy, eligible products can be returned within a time frame of 14 days. The 14-day window starts from the date when the product is received by the customer or user.
This 14-day policy applies for returnable products and exchange applicable to returnable products.
While opting for returns, the user or the customer must ensure that the package is in the original condition as delivered to the user and includes the brands/ manufacturers box, original tags, user manual, warranty card and other accessories therein.
In any scenario, if the user or customer has received a damaged/ defective, wrong, or expired product then the customer has a 72 hours windowto claim the return for the product. For further query, please drop a mail to firstname.lastname@example.org
Products tagged as non-returnable on the product detail page cannot be returned or exchanged.
Exchange is only possible when there is the availability of the eligible product or the same item is in stock.
In an unlikely scenario, if the return eligible product is not in stock, then the product will be considered returnable and the mentioned amount will be refunded subject to point (I.3) of Return Exchange Policy and our refund policy
The user cannot request a different product while placing an exchange request.
If the replacement request is placed, the exchange will be issued only once we receive the product and it has been verified by our support team.
The customer is eligible for a refund subject to the refund policy *hyperlink*
If the customer is still not satisfied with the exchanged product
In a different scenario, if the customer wishes to place an exchange for the second time, the request wont be processed as the customer has to cancel the order and opt for refund.
If exchange product is out of stock
In case of an expired or damaged product, we would require clear photographic proof of the same and may request the user to return the product. This applies to both, returnable and non-returnable items.
The following is not applicable to any free samples received
For any queries, please get in touch at email@example.com
Damaged, Expired or Wrong Product Received
Returnable/ Non-Returnable Products - This or That platform notifies the user/customer that damaged products that fall under the returnable category can be returned and is subjected to exchange if any. In terms of Fashion & Beauty, if the user has received a product that is defective or damaged as simple as a garment missing a button then the user must notify the platform within 72 hours and should get it exchanged or returned. In case of products that are marked non-returnable or if the product is completely damaged then the product cannot be returned. To claim a refund/exchange, the customer must notify the platform within 72 hours and must provide photographic evidence to get it exchanged or returned. In some scenarios, we may require the product back.
Beauty/ Food & Beverages Products
The customer must ensure to check the expiry date before placing the order as a return or exchange wont be applicable in this scenario. The expiry date is mentioned in the product details while placing the order.
In any scenario, if the customer receives an expired product then the product cannot be returned as the platform will not claim the expired product.
However, the customer must ensure to contact the platform within 72 hours of the product delivery and submit the photographic proof to claim a replacement. In case the product is not in stock, a refund will be issued as per the refund policy. *hyperlink*
If the user is not satisfied or convinced and facing any other dispute, please get in touch at firstname.lastname@example.org
Wrong Product Received
In the unlikely event of a wrong product being delivered, the item is eligible for a replacement/exchange. In this scenario, the customer is deemed to contact customer care email@example.com 72 hours of the product delivered and may request for photographic proof to process the refund/exchange of the product.
Products Eligible for return or exchange
The product is eligible for free replacement/exchange within 14 days of delivery. The customer must ensure to keep the item in its original condition with brand packaging, MRP tags, user manual, warranty cards and other accessories for successful return pick up. The return or order request can be initiated in theOrdersection of the website. In case of any queries, drop an email firstname.lastname@example.org
The customer will be eligible for full refund after the product has been verified and checked by our support team.Please have your order number available and provide a reason for your request to speed up your refund process. For further information on our Returns & exchange Policy, please refer to our Refund policy. For any other queries, visit xxxxxxxxxx ordrop an email email@example.com
SOCH Retail Pvt. Ltd
601, 6th Floor, Link Rose, Above Levis Store,
Linking Road, Santacruz West, Mumbai - 400054