Return & Refund Policy

2. Return Eligibility

Customers may request a return or replacement under eligible circumstances, including:

• The product received is damaged or defective.
• The product is incorrect or different from the description or specifications provided in the listing.
• The order received is incomplete or contains missing items.
• The product has a material defect that was not disclosed before purchase.
• Another return reason is approved under the applicable seller policy or law.

Customers must submit a return request within the applicable return period displayed on the product page or order details.

Products must generally be returned with their original accessories, packaging, and other included items, where applicable. Return eligibility will be assessed based on the product's condition and the circumstances of the claim.

3. Non-Returnable Products

Certain products may not be eligible for return unless they are damaged, defective, incorrect, misrepresented, or otherwise covered by applicable law. These may include:

• Perishable goods and certain grocery products.
• Personal care and hygiene products once opened or used, where legally permissible.
• Products marked as non-returnable before purchase, subject to applicable consumer rights.
• Digital products or downloadable items after delivery, where permitted by law.
• Customised or made-to-order products, subject to applicable law.
• Pre-owned or second-hand products sold by individual customers, subject to the listing terms and applicable consumer protection requirements.

4. Pre-Owned and Second-Hand Products

JilaBazaar allows eligible individual customers and sellers to list pre-owned products for sale.

Before purchasing a second-hand product, customers should carefully review the product description, photographs, condition, age, available accessories, and any disclosed defects.

Returns for a change of mind may not be accepted for pre-owned products unless the seller's policy provides otherwise.

However, customers may raise a complaint if the product is materially different from its listing, has an undisclosed defect, or otherwise qualifies for a remedy under applicable law.

5. How to Request a Return

To request a return or replacement, follow these steps:

1. Log in to your JilaBazaar account.
2. Open My Orders and select the relevant order.
3. Choose the return or complaint option, if available.
4. Select the reason for the request and provide the required details.
5. Upload photographs or videos showing the issue, where applicable.
6. Submit the request and wait for confirmation or further instructions.

If the online return option is unavailable, customers may contact JilaBazaar Customer Support with their order ID and relevant evidence.

Please retain the product and its packaging until the return request is resolved.

6. Return Inspection and Approval

Once a return request is submitted, JilaBazaar and/or the relevant seller may review the order details and supporting evidence.

Where necessary, the returned product may be inspected to verify the reported issue.

Customers will be informed whether the request is approved, declined with an explanation, or requires additional information.

A return request may be declined if the claim is unsupported, the product has been damaged through misuse after delivery, or the request falls outside a legitimately applicable return policy. This does not affect any mandatory legal rights or remedies.

7. Refund Policy

Refunds may be available in the following circumstances:

• An eligible return has been approved.
• An order is cancelled and a refund is due.
• A product cannot be delivered and the customer is entitled to a refund.
• A payment is collected but the order is not successfully confirmed.
• A refund is otherwise required under applicable law or an approved resolution.

Refunds will generally be processed to the original payment method used for the transaction. Where permitted and appropriate, an alternative refund method may be offered with the customer's agreement.

For eligible Cash on Delivery orders, the customer may be asked to provide valid bank account or other payment details for the refund.

Any refund of delivery charges, convenience fees, or other fees will be determined in accordance with the applicable terms and consumer protection laws.

8. Refund Processing Time

Once a refund is approved, JilaBazaar will initiate the refund within a reasonable period and communicate the expected processing timeline.

The time taken for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, or payment service provider.

If a refund has been initiated but has not been received within the communicated timeframe, customers may contact Customer Support with their order ID and payment reference.

9. Order Cancellation

Customers may request cancellation before an order is dispatched or processed for delivery, subject to the order status and applicable terms.

Once an order has been dispatched, cancellation may no longer be available through the standard cancellation process. Customers may instead request a return if the product and circumstances qualify.

If JilaBazaar or a seller cancels an order because the product is unavailable or cannot be fulfilled, any refund due will be processed according to the applicable payment and refund terms.

10. Damaged, Incorrect, or Missing Products

Customers should inspect their order upon delivery and report any visible damage, incorrect item, or missing product as soon as reasonably possible.

Please provide the following information when reporting an issue:

• Order ID and product name.
• A description of the problem.
• Photographs or videos, where reasonably available.
• Any relevant delivery or packaging details.

We will review the complaint and coordinate with the relevant seller or delivery partner where necessary.

Failure to provide photographs or videos will not, by itself, remove a customer's statutory rights.

11. Return Shipping and Charges

Return shipping arrangements and charges will depend on the reason for the return, the product category, the seller's applicable terms, and the circumstances of the order.

Where a return is required because a product is defective, damaged, incorrect, or materially misrepresented, the customer will not be charged return costs where prohibited by applicable law.

For other approved returns, any applicable return shipping charge will be disclosed before the return is completed, where required.

12. Seller Responsibilities

Sellers using JilaBazaar are responsible for:

• Providing accurate product descriptions and images.
• Disclosing relevant product conditions and known defects.
• Honouring applicable return, replacement, and refund commitments.
• Cooperating with investigations into customer complaints.
• Complying with applicable consumer protection and e-commerce laws.

JilaBazaar may assist in resolving disputes between customers and sellers in accordance with its marketplace procedures.

13. Marketplace Role

JilaBazaar provides a platform through which customers can discover and purchase products from participating sellers.

The identity of the seller, product availability, delivery arrangements, and applicable return conditions may vary by listing.

Nothing in this policy excludes or limits any legal responsibility that JilaBazaar or a seller cannot lawfully exclude under applicable Indian law.

14. Fraud Prevention and Misuse

JilaBazaar may investigate suspected fraudulent return requests, false damage claims, product substitution, or repeated misuse of the return process.

Appropriate action may be taken where supported by evidence and permitted by law. Legitimate customer complaints will be assessed fairly.

15. Changes to This Policy

JilaBazaar reserves the right to update this policy from time to time to reflect changes in its services, marketplace operations, or applicable law.

Updates will be published on this page with a revised “Last Updated” date. Any mandatory legal rights of customers will remain unaffected.

16. Contact Us

If you have questions about returns, refunds, cancellations, or an existing order, please contact JilaBazaar Customer Support: