-:Return and Refund Policy:-
Return and Refund is a scheme provided by respective sellers directly under this policy in terms
of which the option of exchange, replacement and/or refund is offered by the respective sellers to
the customers. All products listed under a particular category may not have the same Return and
Refund policy. For all products, the return/refund/replacement policy provided on the product page
shall prevail over the general Return and Refund policy. Do refer the respective item's applicable
return/refund/replacement policy on the product page for any exceptions to this Return and Refund
policy and the table below:
This policy is divided into three parts. Do read all sections carefully to understand the conditions
and cases under which returns, replacement and refunds will be accepted.
Part 1 – Category, Return Window and Actions possible
Category Return Window, Actions Possible and Conditions (if any)
Furniture and Fixtures
Electronic Appliances like Television,Refrigerator, Air Conditioner etc 7 (seven) days Refund o replacement.
For products requiring installation, returns shall be eligible only when such products are installed by the brand & authorized personnel.. In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.
If a defect is determined within the Return Window, a
refund / replacement of the same product will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 7 days of delivery or Installation wherever applicable, you will be directed to a brand service centre to resolve any subsequent issues.In any case, only one replacement shall be provided.
Lifestyle: Watch, Clothing Apparels, Footwear, Fashion Accessories etc.
7 (seven) days Refund, Replacement or Exchange
Books (All books)
Sports Equipment (Racquet, ball, support, gloves, bags etc.)
Exercise & Fitness Equipment (Home Gym combos, dumbbell etc.)
Auto Accessories - Car and Bike accessories (helmets, car kit, media players etc.)
7 (seven) days.Replacement/Refund/Exchange. Free replacement /return / refund will be provided within days if the product is delivered in defective/damaged condition or differentfrom the ordered item.Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product.
Toys (Remote controlled toys, Learning toys, Stuffed toys etc.)
Stationary (Pens, Diary notebooks, Calculators etc.)
Musical Instruments (Microphones & Accessories, Guitars, Violins etc.)
7(seven) days Replacement/Refund/Exchange only
Free replacement will be provided within 7 (seven) days if the product is delivered in defective / damaged condition or different from the ordered item. Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product.Non-Returnable - All Wind Instruments (Harmonicas, Flutes etc.) This item is non-returnable due to hygiene and personal wellness.
Electronic gadgets like cell phones, Tablets, Laptops, Smart Watches etc.
Small Home Appliances (Except Chimney, Water Purifier, Fan, Geyser)
7(seven) days Replacement/Refund/Exchange Free replacement /return / refund
In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.If a defect is determined within the Return Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 10 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.
Grocery - (Dairy, Bakery, Fruits and Vegetables etc.) On the same Day Refund / Return / Exchange Only Products shall be considered for replacement and return on the basis of its shelf life usage or if the packaging is not sealed.
Part 2 – Prerequisites for a return
Return Pick-Up and Processing - In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address. During pick-up, your product will be checked for the following conditions:
Category & Conditions
Correct Product -IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be un detached and clearly visible.
Complete Product-All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
Unused Product-The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
Undamaged Product-The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Undamaged Packaging-The product’s original packaging / box should be undamaged.
The field executive will refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the
returned product has been received by the seller.
Part 3 - General Rules for a successful Return, Refund and Replacement
1. In certain cases where the seller is unable to process a replacement for any reason
whatsoever, a refund will be processed.
2. In cases where a product accessory is found missing/damaged/defective, the seller shall
return the product back to the customer and shall cancel the return and replacement process.
3. For products where installation is provided by PayOff Retail’s service partners, do not open
the product packaging by yourself. PayOff Retail authorised personnel shall help in
unboxing and installation of the product.
4. For Furniture or any such high end electronic products involving service providers, any
product-related issues will be checked by authorised service personnel (free of cost) and
attempted to be resolved by replacing the faulty/ defective part of the product. Full
replacement will be provided only in cases where the service personnel opines that
replacing the faulty/defective part will not resolve the issue.
Refund Policy by us
Cases of goods unavailability or service problem:
• If the item sent for replacement is not available, we will try to give you best possible alternatives,
but at the end choice of customer will be final, the customer will have an option to avail full
refund by way of bank transfer or in PayOff Retail account.
• If the order is confirmed by us and due to sudden stock depletion or unavailability of product or
if stock of the said product has not been re-stocked and due to this, if we are unable to ship the
product on time, then we will issue refunds to customer, refund can be in the form of PSB or bank
transfer or both.
• In case the vendor is unable to ship the products for which order is placed, a 100% refund shall
Shipping Returned Merchandise:
We recommend shipping returned merchandise via courier or insured parcel post for tracking
PayOff Retail does not take any responsibility for reimbursement or compensation in the event
that any returned packages are lost, stolen, or mishandled. We do not refund shipping or insurance