Returns, Exchange & Refunds Policy

The Returns, Refunds, and Exchange policy is a scheme provided by various sellers listed on SastaSauk’s website, available at shop.slackroid.com (hereinafter referred to as “Platform”). This policy allows customers the option to return or exchange items purchased on the Platform within the specified return/exchange period, as detailed on the product details page, subject to applicable terms and conditions set forth under this policy and/or such other policies that may be updated from time to time.

Key Terms:

• The return/exchange period for any item will be clearly mentioned on the respective product page.
• Products eligible for return or exchange must be in their original condition, unused, and accompanied by original tags and packaging. Items found to be used, damaged, or missing tags will not qualify for returns/exchanges, and the item will be sent back to the customer.
• Refunds, if applicable, will be processed based on the original payment method used for the transaction. The amount will be credited to the customer’s account within the stipulated period after the return is approved.

Returns Policy

At the time of purchasing any products listed on the Platform, you will be visiting the product description page, which will explicitly state whether the product is returnable or not. Products identified as ‘non-returnable’ on the product detail page cannot be returned. However, products marked as ‘returnable’ are eligible for return, subject to the conditions specified on the product description page and in this policy. The Platform reserves the right to refuse returns for reasons including but not limited to the products being sold under any offer, promotion, or discount, or if the returned product is not in good condition.

Non-Returnable Products:

• For products marked as ‘non-returnable,’ you will be allowed to request an exchange in accordance with the platform’s applicable policies.
• In cases where only exchange is allowed, the user may opt for a ‘call customer support’ option, and a return may be authorized if deemed genuine by the platform, solely at SastaSauk’s discretion.

Conditions for Return Refusal: SastaSauk shall not be liable for accepting returns in the following cases:

• You did not follow the correct process for initiating a return as outlined in this policy and related communications.
• You returned the wrong product, extra products, or products with missing components.
• You acted in bad faith or engaged in fraudulent behavior.
• Abuse of Platform Policies: In cases of excessive returns, high claim percentages, refusal to accept shipments, or any suspicious or fraudulent activity, SastaSauk reserves the right to refuse any return or compensation for wrong/damaged/missing products.

Return and Exchange Period: For products that are returnable, you must initiate the return or exchange within 3 days of delivery, as specified on the product details page.

For more details, please visit our Returns & Refunds section at shop.slackroid.com/refund.

To further refine the returns and exchange policy for SastaSauk, it is beneficial to categorize return reasons into specific groups, each delineating distinct types of issues that customers might encounter.

1. Wrong Product

This category addresses issues where the product received by the customer does not match what was ordered in terms of specification or appearance. It includes:

• Wrong Size Delivered: Occurs when the size of the product delivered differs from the size specified in the order.
• Same Product in Different Color: Applies when the product received matches the ordered product in design and model but varies in color.
• Completely Different Product from the Product Shown: Pertains to scenarios where the delivered item is entirely different from what was displayed on the platform, indicating a mistake in product fulfillment.

2. Defective Product

This category is reserved for products that arrive in a condition not suitable for use, which may include damages incurred during manufacturing or transit. It includes:

• Product is Dirty or with Stains: Refers to products that arrive soiled or stained, which compromises the product’s new and unused condition.
• Product is Broken: For products that arrive with parts broken or non-functional, indicating damage during shipment or previously overlooked manufacturing defects.
• Product is Torn: Covers textile-based products or items that arrive with rips or tears, rendering them unsuitable for use or sale.

3. Received Incomplete Product

This category deals with issues related to the completeness of the order, ensuring that all ordered components are present and accounted for. It includes:

• Part of the Product is Missing: Occurs when an essential component of the product is absent upon delivery, which can be due to packing errors or oversight.
• Less Quantity than Ordered: In cases where the quantity of the delivered items is less than what was ordered, suggesting a discrepancy in order fulfilment.

Exchange Policy

After your purchase has been delivered, you can verify if the product is eligible for exchange by visiting the ‘My Orders’ section on the order details page. If the product qualifies for an exchange, this will be subject to our comprehensive policy guidelines.

Eligibility for Exchange: The possibility of exchanging a product is influenced by several factors, including but not limited to:

• Availability of stock.
• Serviceability of the delivery address.
• The seller’s rating.
• Quality metrics of the catalog.
• Other criteria as determined by SastaSauk at its discretion.

Additionally, the reason for requesting an exchange must align with our acceptable reasons policy. Products will not be eligible for exchange if:

• The customer no longer desires the product.
• There are quality issues inherent to the product.

Restrictions on Exchanges: SastaSauk reserves the right to refuse exchanges under the following circumstances:

• The product to be exchanged is not the same as the one originally purchased.
• The established process for initiating returns, as outlined in our policy and subsequent communications, is not followed.
• The request is made in bad faith or is deemed fraudulent.
• There is any form of abuse of our platform policies.

Exchange Process: The request for an exchange must be made within the return window, which is clearly specified on the product detail page. When requesting an exchange, if the replacement item is more expensive than the original, you will be required to pay the price difference. Conversely, if the replacement item is less costly, the difference will be refunded to you.

In situations where the requested product for exchange is unavailable, SastaSauk may convert the exchange into a return as per our discretion and the prevailing terms of our returns policy.

Finality of Exchange: Once a product has been exchanged, no further exchanges can be processed for that particular order. This ensures clarity and finality in the transaction process, providing a straightforward and transparent customer experience.

This exchange policy is designed to be fair and accommodating while ensuring the integrity and quality of the shopping experience on the SastaSauk platform.

How to Return a Product on SastaSauk

If you wish to return a product purchased from SastaSauk, you can do so within the return period stipulated on the product description page. Here is a step-by-step guide on how to initiate a return:

1. Check Return Eligibility: Visit the ‘My Orders’ section on the platform to see if the product is eligible for a return.
2. Initiate Return Request: In the ‘My Orders’ section, select the product you wish to return and create a ‘return request’. Follow the on-screen instructions to complete this process.
3. Return ID Generation: Once you have raised a return request, SastaSauk will generate a Return ID for tracking and processing purposes.
4. Multiple Products: If your order includes multiple items, you have the option to raise a return request for each individual item.
5. Return Analysis: SastaSauk will review each return request. The approval of such requests will be at the discretion of SastaSauk, based on its return policies.
6. Prepare for Pickup: If a pickup has been arranged, ensure that the product is ready for collection. Keep it in its original packaging, with all tags intact, unused, and include the warranty card if applicable.
7. Quality Check at Pickup: During pickup, a delivery partner may perform a quality check to ensure the product matches the return guidelines. If the product does not pass the quality check, it will not be eligible for return or refund.
8. Pickup Location: The product will be collected from the address where it was originally delivered.
9. Final Quality Check: Upon receiving the product, SastaSauk will conduct a final quality assessment. If the product meets the return standards, a refund will be initiated. If it does not, the product will be sent back to you at your expense, and no refund will be issued.

Following these steps will help you successfully return a product to SastaSauk. Ensure you adhere to all guidelines to facilitate a smooth return process.

How to Exchange a Product?

Exchanging a product purchased from SastaSauk is straightforward if the product is eligible and within the specified exchange period. Please note that exchanges are only possible for the same product and not for different products. Follow these steps to proceed with an exchange:

1. Check Exchange Eligibility: Navigate to the ‘My Orders’ section on SastaSauk to check if the product is eligible for exchange. The exchange option will be displayed alongside the product if available.
2. Initiate Exchange Request: Select the product you wish to exchange and create an ‘exchange request’ by following the prompts displayed on the platform.
3. Multiple Product Orders: If you have purchased multiple products in one order, you can raise exchange requests for each eligible item individually.
4. Exchange ID: Once your exchange request is submitted, an Exchange ID will be generated to track your request.
5. Prepare Product for Pickup: Ensure the product is ready for pickup in its original manufacturer’s packaging. All original tags should be intact, the product should remain unused, and include the warranty card if provided.
6. Product Handover: Hand over the original product to the delivery agent. The replacement product may be delivered simultaneously or separately, depending on SastaSauk’s operational procedures.
7. Quality Check at Pickup: The delivery agent will perform a quality check at the time of pickup to confirm that the product meets the exchange criteria. If the product fails this check, the exchange will not be processed.
8. Pickup Location: The product will be collected from the same address to which it was originally delivered.

Common Guidelines for Return and Exchange

When considering a return or exchange on SastaSauk, it is crucial to comply with the following guidelines to ensure that your request is processed smoothly:

Condition Requirements:

• Original Condition: The product must be in its original condition, including all original packaging, manufacturer’s box, tags, warranty cards, and any included accessories.
• Undamaged: The item must not have sustained any damage while in your possession.
• Unused and Clean: Products must be unused, unwashed, unsoiled, and free from any stains. Quality check seals, return tags, and warranty seals, where applicable, should not be tampered with.
• Unaltered: The product should not be used or altered in any way.
• Product Consistency: The item must be exactly the same as what was originally delivered to you.

Return and Exchange Window:

• The product must be returned or exchanged within the specified period noted on the product detail page.

Verification:

• The IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the product being returned or exchanged should match SastaSauk’s records. Specific conditions listed on the product details page must also be adhered to.

Eligibility:

• Both your address and the product itself must be eligible for return or exchange as outlined in our policy.
• If your return does not qualify for pickup, the return option will not be available through our platform.

Processing Returns and Exchanges:

• For returns: A refund will be issued once the product has been received and inspected by the seller.
• For exchanges: The exchange product will be sent to you following the receipt and verification of the original item.

Electronic Devices:

• If returning or exchanging an electronic device that stores personal information, ensure that all such data is deleted and the device is formatted before sending it back. The screen lock should also be disabled. SastaSauk is not responsible for any misuse of personal information left on returned devices.

Warranty Card:

• No return or exchange will be accepted if the warranty card, where applicable, is missing.

General Policy:

• Products are typically returnable or exchangeable within 3 days of delivery, although specific terms for each product are detailed in the product description.
• Products that have already been returned or exchanged once are not eligible for further returns or exchanges.

Refund Policy on SastaSauk

Understanding how refunds are processed on SastaSauk can help ensure that you receive your funds promptly and accurately after returning a product. Here are the key details regarding our refund process:

Refund Method:

• Same Source Refund: Refunds will be credited back to the same source from which the payment was made. This means if you paid via a bank account, credit card, or any digital wallet, the refund will be issued to that same account.

Deductions:

• Cost of Return: If applicable, the cost of returning the product will be deducted from the refund amount.

Product Offers and Promotions:

• Forfeiture of Discounts: If you return a product that was purchased with a discount, offer, or promotion, these benefits will be forfeited, and the refund will be based on the amount actually paid.

Payment Specifics:

• Bank Account Payments: For payments made directly from a bank account, the refund will be processed back into the same account, after any applicable deductions.
• Cash on Delivery: If the purchase was made via cash on delivery, you have the option to receive your refund either in your bank account or as a credit in your SastaSauk Balance. Should you choose to receive the refund in your bank account, you will need to provide accurate bank details for the transfer. SastaSauk is not responsible for any errors if incorrect bank details are provided.

Refund Discrepancies:

• Verification Requests: In cases where there are discrepancies in the receipt of the refund amount, SastaSauk may require additional documentation, such as a bank statement or other relevant evidence, to resolve the issue.

Refund Timing:

• The refund is initiated once the returned product has been received and undergone a quality check to ensure it meets our return conditions.

Refund Period:

After you return a product on SastaSauk, the timing for your refund depends on the method used for the initial purchase and the processing by the platform once the product is received or the seller confirms its receipt. Here’s what you can expect:

Standard Refund Processing:

• Credit Card, Debit Card, Net Banking, UPI Linked Bank Account: Refunds will be processed within 7 business days from the date the returned product is received by the seller or the receipt is confirmed by the seller.
• Cash on Delivery (Refund to Bank Account): If the conditions for Instant Refund are not met, refunds will be processed within 7 business days after your bank account details are updated on SastaSauk.

Instant Refund Policy:

SastaSauk offers an Instant Refund feature for returns, which initiates the refund within 3 hours of the product being successfully picked up by the delivery partner and marked as such in the system. The refunded amount will then reflect in your bank account within 7 business days. However, to qualify for an Instant Refund, the following conditions must be met:

• Eligibility: Instant Refunds are exclusively available for orders paid via cash on delivery.
• Quality Check: The product must pass a quality check by the delivery partners and be marked as successfully picked up in the SastaSauk system.
• Technical Issues: If there are any technical issues that prevent the delivery partner from marking the product as successfully picked up, SastaSauk will not process an Instant Refund.
• Liability: SastaSauk is not responsible for processing Instant Refunds if the inability to do so is due to reasons attributable to the delivery partner, such as errors in marking the return status or updating tracking details.
• Manual Intervention: Instant Refunds will not be processed in cases requiring manual intervention, such as:
  • Returns for missing products or products that were never delivered.
  • Inaccuracies in the system updates regarding picked-up products.
  • Self-shipment returns by customers or returns of additional unintended products.
• Bank Details: Instant Refunds will not be processed if your bank details or UPI ID have not been provided, are incorrect, or if the system cannot automatically generate a refund without manual input.

Additional Conditions for Instant Refund Eligibility

SastaSauk values the trust and safety of its marketplace and retains the discretion to withhold Instant Refunds under certain circumstances to protect against potential fraud and malpractice. Here are the conditions under which an Instant Refund might be refused:

1. Fraud or Malpractice: If SastaSauk detects any form of fraud or malpractice committed by the user at any point during the transaction or return process, the platform may refuse to process an Instant Refund. This includes, but is not limited to, fraudulent claims about the condition or receipt of the product.
2. Discretionary Reasons: SastaSauk may also refuse to grant an Instant Refund for other reasons that it deems fit. This broad provision ensures the platform can take appropriate action to maintain its service integrity and operational standards without being limited to predefined scenarios.

Miscellaneous Guidelines for Return, Exchange, and Refund

SastaSauk is committed to ensuring a seamless shopping experience for all users. Here are some important points to consider regarding our return, exchange, and refund policies:

Approval of Claims: All customer claims, return requests, and refund applications are subject to SastaSauk’s evaluation and approval. The company assesses each request on a case-by-case basis to determine the appropriateness of the claim in accordance with its policies.

Policy Modifications: SastaSauk reserves the right to unilaterally amend, change, modify, add, or remove portions of its return, exchange, or refund policy at any time, without any prior written notice to you. Changes may reflect adjustments to market conditions, product discontinuation, or changes in legal requirements. It is your responsibility to review the policy periodically on the platform to stay informed of any updates or changes.

Contact Information: Should you have any questions or require clarification regarding the return, exchange, or refund processes, please do not hesitate to reach out to our customer support. For legal inquiries or detailed policy discussions, contact us via email at support@shop.slackroid.com.