Policy

Applicable from 15th August, 2020

 

How do I pay for a Vyapo purchase?

Vyapo offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Vyapo’s trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times. You may use Internet Banking, Card Payment like Visa, MasterCard, RuPay & more, Cash on Delivery, Direct Bank Transfer, UPI/QR & Wallet to make your purchase.


Are there any hidden charges when I make a purchase on Vyapo?

There are NO hidden charges when you make a purchase on Vyapo. The prices listed for all the items are final and all-inclusive. The price you see on the checkout page is exactly what you pay. Delivery charges may be extra depending on the seller policy. Please check individual seller for the same.


What does "Cash on Delivery" mean?

We understand that you might want to pay for an order by cash. That’s why we’ve got a very convenient option where you can pay at your doorstep before receiving the package and signing the delivery sheet.


I am being charged GST amount on my order. What is GST?

GST is a tax applicable on the supply of goods and/or services with effect from 01/07/2017. GST is applied on the transaction value of goods and/or services supplied. GST is required to be borne/paid by the ultimate consumer of the goods and/or services. If your order is fulfilled on or after July 1st, 2017 will be applicable on your orders. GST subnames all other taxes like Excise duty, VAT, Entry tax, etc.


How can I find out if GST is applicable on a product or not?

On the checkout page, a total amount follows GST amount added in total amount

e.g. Total : ₹430.00 (Includes ₹18.10 GST)


If I return/cancel the purchaseed product will the GST amount charged be refunded?

YES. If you return/cancel the product(s), the GST amount, if levied will be refunded.


Can I pay using International Currency?

  1. Unfortunately, at this time we accept only INR.


What if the amount got debited from my side but I did not receive an Order ID?

We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Please send  an email at support@vyapo.com and we’ll sort it out for you.


For Cash-on-Delivery orders, can I check the package before making a payment?

Our courier person will hand over the package to you only once the payment has been made. Please do not accept any package if it is tampered.


How do I place a CAsh on Delivery (COD) order?

All items that have the “Cash on Delivery Available” ico are valid for order by Cash on Delivery. Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select “Cash on Delivery”. Once verifired and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.

GRIEVANCE OFFICER

In accordance with Information Technology Act 2000 and rules made there under and the Consumer Protection (E-Commerce) Rules, 2020, the name and contact details of the Grievance Officer are provided below:

Mr. Vikas Bhatkule

Designation: CEO

Vishwalata Ventures Pvt Ltd ,

G M Arcade, Opp. City Council, Main Road,

Paratwada, Dist. Amravati, Maharashtra : 444805, India

Contact us: vikasbhatkule@gmail.com

Phone: +91-9890229131

Time: Mon - Sat (9:00 - 18:00).

 

Applicable from 15th August, 2020

Can I cancel my order?

YES ! You can cancel an order as long as we haven’t packed it for you. As soon as the order is cancelled, we refund the entire amount paid for the order.

What are the steps to be followed to cancel my order?

Please log in to your account. Click on “My Orders” section in menu bar. Select the order you want to cancel. Locate the “Cancel” button and click on it.

How long will refund take post cancellation?

We initiate the refund immediately upon cancellations. The time for the refunds to reflect in your source account might vary depending on the payment mode used. If you paid using your bank, it will reflect in the source account within 5 to 7 working days from the time of refund initiation. Please note that this is the time taken by the respective banks to process your refund.

Does Vyapo assure of complete refund against my cancelled order?

Absolutely ! Although we must add that cancellations are not a very happy thing for us.

Help ! The 'Cancel' link is disabled.

Well, it can mean two things:

  1. The order might have already been packed or shipped out, in which case you can refuse the delivery of the order. No worries!
  2. Something might not be working as it’s supposed to, on the website. Give us a call or send us an email and we’ll help in fixing it.

 

Can items be returned after the time period mentioned in the seller's Returns policy?

  1. Sellers will not be able to accept returns after the time period mentioned in the Seller’s Return Policy.

What is your returns policy?

At Vyapo, we have a very flexible returns policy which is absolutely customer friendly. If you do not find the product(s) satisfying, you can return i as long as the following conditions are met:

  1. It should be unused. You can wear it to check for fit and comfort, making sure that any smell does not transfer to the product ( natural body odour, body deodorant, perfume etc.)
  2. It should be unwashed.
  3. The price tags, brand tags, shoebox and all original packaging must be present.
  4. The product must be returned according to Seller’s Returns Policies.

 

 GRIEVANCE OFFICER

In accordance with Information Technology Act 2000 and rules made there under and the Consumer Protection (E-Commerce) Rules, 2020, the name and contact details of the Grievance Officer are provided below:

Mr. Vikas Bhatkule

Designation: CEO

Vishwalata Ventures Pvt Ltd ,

G M Arcade, Opp. City Council, Main Road,

Paratwada, Dist. Amravati, Maharashtra : 444805, India

Contact us: vikasbhatkule@gmail.com

Phone: +91-9890229131

Time: Mon - Sat (9:00 - 18:00).

 

Applicable from 15th August, 2020

What are the delivery charges?

Delivery charges varies with each Seller. Sellers incur relatively higher shipping costs on low value items. In such cases charging a nominal delivery charge helps them offset logistics costs. Please check your order summary to understand the delivery charges for individual products.

Why does the delivery date not correspond to the delivery timelines of X-Y business days?

It is possible that the Seller or courier partners have a holiday between the day your placed yur order and the date of delivery, which is base on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored in to the delivery dates.

Are there any hidden costs (sales tax, octroi etc) on items sold by Sellers on Vyapo?

There are NO hidden charges when you make a purchase on Vyapo. List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay. Delivery charges are not hidden charges & are charged extra depending on the Sellers shipping policy.

Why does the estimated delivery time vary for each Seller?

Delivery times are influenced by product availability, geographic location of the Seller, your shipping destination and the courier partner’s time-to-deliver in your location.

I need to return an item, how do I arrange for a pick-up?

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiate a return. Whenever possible our courier partner will facilitate the pick-up of the item. In case, the pick-up cannot be arranged through our courier partner, you can return the item through a third-party courier service. Return fees are borne by the Seller.

What do the different tags like "In Stock", "Available" mean?

“In Stock”

Item(s) are available for sale.

“Available”

The Seller might not have the item in stock but can procure it when an order is placed for the item.

“Out of Stock”

Currently, the item is not available for sale.

Does Vyapo deliver Internationally?

As of now, Vyapo doesn’t deliver items Internationally.

 

GRIEVANCE OFFICER

In accordance with Information Technology Act 2000 and rules made there under and the Consumer Protection (E-Commerce) Rules, 2020, the name and contact details of the Grievance Officer are provided below:

Mr. Vikas Bhatkule

Designation: CEO

Vishwalata Ventures Pvt Ltd ,

G M Arcade, Opp. City Council, Main Road,

Paratwada, Dist. Amravati, Maharashtra : 444805, India

Contact us: vikasbhatkule@gmail.com

Phone: +91-9890229131

Time: Mon - Sat (9:00 - 18:00).

 

Applicable from 15th December 2020

 

This Return Shipments Policy ("Policy") governs the return request raised by the Buyer in accordance with the terms of this Policy ("Return Request") and the mechanism for resolution of disputes raised by the Seller 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.

The Users understand that vyapo’s third party logistic partner (hereinafter referred to as 'we') is an intermediary platform and shall only mediate the Return Request. Except for any Logistics RVP, it shall be sole responsibility of the Seller to resolve the issues/ concerns raised by the Buyer pertaining to the Return Request.

We shall not assume any liability for any failure on the part of the Seller to resolve the Return Request raised by the Buyer.

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. Users 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 from time to time.

A. RETURN REQUEST

  1. The Buyer may raise a Return Request on the Platform for any one of the following reasons:
    1. Product(s) is physically damaged or is defective, including damage to the outer box delivered;
    2. warranty issues or quality related issues with respect to the Product delivered;
    3. wrong Product or the Product is not matching 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 Seller.

Without prejudice to the foregoing, the Buyer may raise a Return Request for the following reasons ("Logistics RVP"):

  1. part of the Order/ Products are found to be missing due to any reasons attributable to the logistics; or
  2. Product was damaged in-transit; or
  3. Any other logistics related issues.
  1. At the time of making a Return Request on the Platform, Buyer will be required to provide appropriate supporting documentation/ proof including without limitation:
    1. images of the Product(s) indicating the issue in the Product/ shipment delivered. The images need to capture the following: (a) the shipping label with Order ID; (b) Order details; (c) packed shipment; (d) issue observed by the Buyer in the Product; (e) damages to the Product; and/or (f) the IMEI number (in case the Product is a mobile phone);
    2. unboxing/ normal video clip indicating the issues in the Product/ shipment delivered. The video clip needs to capture all sides of the package, order details, shipping label, quantity of the Product, damages in the Product, IMEI number (in case of mobile phones), any tampering with the outer box etc.;
    3. copy of bill/ tax invoice for the Product received.

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

  1. Depending on the category of Product, the Buyer may raise a Return Request for any of the issues as set forth under paragraph A.2 above within the timelines prescribed below:
Category Timelines
Clothing 7 days from the date of delivery of Shipment

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 and notify the Seller. The Return Request raised by the Buyer will either be approved or rejected and the same will be communicated to the Buyer.

B. DECISION ON THE RETURN REQUESTS

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

  1. Approval of the Return Request: The Return Request shall be approved under the following scenarios:
    1. The Return Request has been approved by the Seller. In such case, the Reverse Shipment will be shipped to the Seller; or
    2. If we determine that the Return Request is a Logistics RVP, in such case, (i) we will pay the full value (as declared) of the Shipment to the Seller; and (ii) we shall have the right to proceed with the liquidation of such Reverse Shipment.

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 or third party as per instructions of the Buyer.

  1. Rejection of the Return Request: The Return Request raised by Buyer shall be rejected, in case of any of the following reasons:
    1. 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; or
    2. supportive documents are insufficient, or Buyer is unable to provide sufficient proof in support of the claim.
  2. 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 good faith basis and in our sole discretion decide to pay the transaction amount for the disputed Product in the absence of Seller's approval of such returns. 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:
    1. the date of approval of the Return Request by us; or
    2. from the date Buyer confirms the dispatch of the Product from Buyer's premise/ shop/ designated pick-up location; whichever is later.
  3. In all the above-mentioned cases wherein, the Return Requests are approved by the Seller, refund will be initiated to the Buyer. We disclaim all responsibility and liability with respect to any Return Request, except for Logistics RVP which are accepted by us and Seller(s) agree not to hold us liable for any such claims or disputes.

We may, in our sole discretion, check the contents of the returned Shipment that are picked up from the Buyer, however, we shall not assume any responsibility or liability with respect to such verification of the Shipment. If we choose to do such verification, our check will be limited to checking that the Products which are handed over to us match the description of the Products, quantity, colour, size, and/ or brand with the Product for which Return Request has been raised. Buyer's return request shall automatically stand cancelled in case the Products handed over to us do not pass the verification check. We will not entertain any further return request in case of any cancellation due to verification check.

C. DELIVERY OF REVERSE SHIPMENT TO THE SELLER*

  1. Once the Return Request raised by the Buyer is accepted, our field executive ("FE")will pick up the Shipment from the Buyer ("Reverse Shipment") within such timelines, as maybe communicated or displayed on the Platform. At the time of such pick-up the FE shall conduct a QC check of the Shipment ("QC Check"), and the FE may take photos, videos, etc. of the Reverse Shipment.
  2. The Reverse Shipment will be delivered to the Seller by us (at the location from where the Shipment was picked up for forward order delivery to the Buyer). We will endeavour to make the first attempt to deliver the Reverse Shipment to the Seller within:
    1. forty-five (45) days from the date of receipt of Reverse Shipment (non-food products) from the Buyer.
  3. For any delay in making the first attempt to deliver the Reverse Shipment beyond the said timeline due to reasons solely attributable to us, we shall communicate such delay to the Seller within reasonable time. In case of unavoidable circumstances or occurrence of a force majeure event or any event beyond our reasonable control, timelines shall stand extended. The Seller will be able to track the Reverse Shipment on the Platform. The Seller will be bound to accept the delivery of Reverse Shipment and sign the proof of delivery.
  4. If we are unable to deliver the Reverse Shipment to the Seller due to Seller's or its representative's unavailability at the delivery location on the first attempt, our FE will make a maximum of two (2) more attempts to deliver the Reverse Shipment. We will endeavour to attempt delivery within the next forty-eight (48) hours from the last delivery attempt. Our returns team will contact the Seller to arrange for delivery of the Reverse Shipment. If despite our reasonable efforts, we are unable to deliver the Reverse Shipment to the Seller in the third attempt, the Reverse Shipment will be transferred to our liquidation hub for liquidation.
  5. We will return the Undelivered Shipment to the Seller on an 'as is' basis i.e., in the same condition as it is received by us from the Consignee. At the time of delivery of the Reverse Shipment to the Seller, our FE will open the Reverse Shipment at Seller's location and the Seller will be bound to accept such shipment in an open condition. The Seller agrees to allow our field executive to take photos, videos, etc. of the opened Reverse Shipment. The Seller further acknowledges and undertakes that such photos, videos, etc. and/or remarks by our FE with respect to the Reverse Shipment ("Evidence") shall be used by us at the time of settling disputes (if any) that may be raised by the Seller with respect to the Reverse Shipment. We may ask the Seller to provide or submit additional documents in support of the dispute raised as per the terms of this Policy.
  6. At the time of delivery of the Reverse Shipment to the Seller or any of the Seller's representatives, our FE will require the Seller to acknowledge the delivery of the same by signing on the proof of delivery document ("POD"). Seller or its representative is required to sign on the POD and clearly call out the damage or tampering to the Reverse Shipment (if any).
  7. At the time of receiving the Reverse Shipment, the Seller or any of the Seller's representatives shall observe the following:
    1. Shall not detain our FE for any reason whatsoever;
    2. any tampering, pilferage, or damage to the Reverse Shipment at the time of receiving the Reverse Shipment from us shall be written on the POD and the same shall be reported to us within 72 hours from the receipt of delivery of Reverse Shipment by choosing the 'Disputes' option on the Returns Page on the Platform. If the Seller does not write on the POD about any damage, tampering or pilferage to the Reserve Shipment, we reserve the right to reject any Dispute which the Seller may raise on the Platform against us with respect to the damage to the Reverse Shipment during reverse transit of the Shipment.
  8. The Seller are bound to accept the delivery of Reverse Shipment. However, despite our reasonable efforts to deliver the Reverse Shipment, if the Seller refuse to take delivery of the Reverse Shipment, we reserve our right to move the Reverse Shipment to our liquidation hub and liquidate or dispose off such Reverse Shipment in any manner as we may deem fit in our sole discretion. We reserve a right to deduct and adjust the value of the Reverse Shipment (in case the amount for such Shipment has already been transferred to the Seller) against the sale proceeds that are collected by us on Seller's behalf from the Buyer or any other amounts that we are required to pay to the Seller in accordance with the Payment and Settlement Services. We shall not entertain any claims brought with respect to such unaccepted / refused Reverse Shipment and the Seller agrees that the Seller shall not be entitled to receive any money or amount that we may receive from liquidation of such Reverse Shipment.
  9. If it is found that the Seller has misbehaved with our customer support team or forcefully detained or misbehaved with our FE, we reserve the right to not deliver the Reverse Shipment and deduct & adjust the value of the Reverse Shipment from the Seller sale proceeds. We further reserve the right to take appropriate action against the Seller as per applicable laws.
  10. We may accept delivery of Reverse Shipment in certain exceptional cases, in case of products under the Food/ FMCG category, if we may deem fit in our sole discretion.

D. DISPUTES RAISED BY THE SELLER*

  1. Upon receipt of Reverse Shipment from the Buyer, Seller can raise a dispute with respect to the Reverse Shipment within seventy-two (72) hours from receipt of the same, failing which it shall be deemed as accepted by the Seller without any damage or fault. The Seller may raise a dispute for any one of the following reasons using the Platform:
    • Reverse Shipment/outer box is in a visibly damaged condition or tampered;
    • Products received are wrong;
    • Difference in the quantity;
    • If the Reverse Shipment is not delivered to Seller but marked "delivered" on the Platform; and/or
    • Mismatch/non-alignment with the approved refund amount.

The Seller will also have a right to raise a dispute in cases where we choose to settle the amount with Buyer for the returned product without sending the returned product to the Seller.

  1. Upon receipt of the Seller(s) complaint or dispute on the Platform, our returns dispute team will get in touch with the Seller to resolve concerns or disputes in accordance with our Policy, as maybe communicated from time to time. The Seller agree to co-operate with us while we investigate the claim or dispute raised. The Seller will be required to provide us photographs and/or videos of Reverse Shipment (internal and outer box), and such other documents/ proof or information which we may require to investigate into the issue or concern raised.
  2. We may require certain documents/ proof/ information in support of the claim at the time of raising a dispute or post submission of the dispute. Seller will be required to provide documents/ proof in support of the claim, which include without limitation, images of the returned product(s) indicating the issue in the shipment received. The images need to clearly capture the following:
    • the Return ID;
    • AWB number of the shipment;
    • issue observed by Seller in the returned product;
    • damages to the returned product;
    • brand name/ manufacturer's name of the returned product; and/or
    • the IMEI number (in case the product is a mobile phone).
  3. Upon receipt of the seller(s) dispute and necessary documentation in support of the claim, we will investigate internally and endeavour to resolve the dispute within five (5) days of receipt of dispute.
  4. Based on the documentation provided by the Seller, the dispute may be resolved either:
    1. against the Seller, if it is concluded by us that:
      1. evidences collected by us and documentation, proof, and information provided by Seller in support of Seller's claim do not match, including during QC check;
      2. document/ proof provided by Seller in support of Seller's claim are insufficient; or
      3. Seller does not respond to the inquiry calls and/or communication through other modes sent by us to procure missing documentation, proof, and information in support of Seller's claim from the Seller; in such cases Seller's dispute will be settled against the Seller.

In such cases, within forty eight (48) hours of resolution of Seller's dispute, we shall deduct and adjust the value of the returned product (in case the amount for such Shipment has already been transferred to the Seller) from Seller's sale proceeds that are collected by us from the Buyer(s) or any other amounts that we are required to pay to the Seller; or

  1. in Seller's favour, if it is concluded by us that document/ proof/ information submitted by Seller along with Seller's dispute are sufficient to justify Seller's claim and match with Evidences collected by us, then we will approve Seller's dispute. While remitting the monies to the Seller in relation to the claims approved herein, we reserve a right to charge a fee ("Claim Processing Fee") for remitting the amount of refund to the Seller. The Claim Processing Fee shall be deducted from the total amount of the refund to be remitted to the Seller. The amount of the Claim Processing Fee shall be communicated to you from time to time, either by displaying it on the Platform or through any other mechanism that we may deem fit.

The Seller further agrees that our decision with respect to the investigation shall be final and binding.

The raising of a Return Request and dispute resolution is a mechanism of User protection and is subjected to guidelines of fair use. If we in our opinion become suspicious or become aware of any misuse of this Policy or the Platform by any User, we may notify such User for a change in applicability of our Policy.

The User agrees to be bound to any changes or modifications made to this Policy as may be updated on the Platform, from time to time or any additional terms that may be communicated to the User, from time to time.

*Section C and D of this Policy will not be applicable to Sellers availing Standard Warehousing Services (except service relating to special access to fulfil Orders from own source)from us. Sellers availing Standard Warehousing Services (except service relating to special access to fulfil Orders from own source) should refer to the Seller Terms to know more about the delivery of reverse shipment and claims or disputes with respect to such reverse shipment.

Applicable from 15th August, 2020

 

Notice and Procedure for Making Claims of Right Infringements

We respect third parties Intellectual Property Rights. If your rights are being infringed, you notify us by submitting the Notice Form attached to this policy

Upon receipt of a Notice Form we may take certain actions, such as informing the users about the infringing content or removing information without any admission as to liability and without prejudice to any rights, remedies or defences, all of which are expressly reserved. Furthermore, in submitting a Notice Form, you grant to ‘vyapo’ the right to use, reproduce, modify, adapt, publish, translate, create derivative works from, and display its content throughout the world in any media. This includes forwarding the Notice Form to the parties involved in the provision of the allegedly infringing content. You agree to indemnify ‘vyapo’ for all claims brought by a third party against ‘vyapo’ arising out of or in connection with the submission of a Notice Form.

Note on Third Party User Listings: Please keep in mind that Third Party User listings are merely hosted on ‘vyapo’ and are posted solely by the Third Party Users who may be contacted via their "User Information" page, accessible from any of their listings.

Important Warning: giving false, misleading or inaccurate information in the Notice Form to ‘vyapo’ may result in civil and/or criminal liability. You should contact a legal advisor should you have any questions.

Notice Form:

If you believe that your rights are being violated by an information on the ‘vyapo’, you may fill out and submit the Notice Form (below). This form needs to be signed can be sent via E-mail PDF to the Grievance Officer:

e-mail: vikasbhatkule@gmail.com

Subject Line: Notice of Infringement

(We will accept a signed PDF via e-mail with the subject line "Notice of Infringement").

Please fill out the Notice form using the corresponding numbered paragraphs to frame your communication.

Notice Form

I, [INSERT FULL NAME AND TITLE] of [COMPANY NAME, IF APPLICABLE], state as follows:

  1. Contact information
    (a) Your and/ or your company's name, address, telephone number and contact email address; (b)The contact email address and/or name which we will provide to Third Party Sellers (if relevant) so they may contact you to resolve any issues regarding your notification to us. If you do not provide a separate contact email, you authorize us to use the contact information you provide in while registering at ‘vyapo’.
  2. Listing's details and Allegation of Infringed Right:
    (a) The listing's URL and detailed description of the information that you claim is infringing your rights is located on ‘vyapo’ Platform; if regarding a Third Party User listing please also provide the name used to identify the User on the Platform. (b) A description of your intellectual property right(s) that you claim has/have been infringed. Please provide the copy of Trademark Certificate / Copyright Registration Certificate / Patent Registration Certificate. [Please also provide as to how you have arrived in determining that third party Intellectual Property Rights have been infringed]
  3. Include the following statement: "I have a good faith belief that the portion of the listing(s) described above violate(s) the intellectual property rights owned by the intellectual property owner or its agent, nor is such use otherwise permissible under law." [Please provide a copy of authorization Certificate in favour of applicant]
  4. Include the following statement: "I represent that the information in this notification is true and correct and that I am the intellectual property owner or authorised to act on behalf of the intellectual property owner for the rights described above."
  5. Sign the Notice Form.

 

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