Delivery & Refund Policy

Shipping Policy

Ensuring customer satisfaction has always been our utmost priority. Our primary goal is to assure that customer shipments are delivered safely and within the allotted time interval.

Our team closely monitors all packages from dispatch until their successful delivery to customers. We hope to build trust and bring smiles to our customers’ faces with each delivered order.

Shipping Process & Procedure

Product(s) are dispatched from our warehouse facility. The products(s) are then thoroughly examined at our warehouse facility before they are dispatched to our customers. We carry out timely delivery of these shipments using 3rd party courier services that deliver orders to customers on our behalf.

Shipping Options:

When you place an order, you can choose the delivery options at checkout. The tentative date mentioned in the product description has a significant impact on the shipment's transit time.

Shipping Charges:

The total shipping charges are calculated at the checkout page. The shipping charges vary depending on the product's weight and size as well as on the selected shipping option. Shipping charges will change with each additional item that is added to your cart. Customers can save more on shipping by increasing their basket size instead of making single item orders.

Important Points to Consider for Shipping:

Make sure you are acquainted with the following indexes thoroughly:

  1. Packing Constraints:

    According to the international aviation organisation's norms and standards, products containing flammable liquids, compressed gases, liquid gases, oxidising agents, and flammable solids are subject to packing constraints based on their volume. Your order will be delivered in multiple packages if it happens to contain such product(s).

  2. Shipments Stuck at Customs:

    As to each such purchase made by the customer through the Retail Centre Limited website, the recipient in the destination country in all instances shall be the “Importer of Record” and must comply with all the laws and regulations of said destination country for the product(s) purchased through the Retail Centre Limited Website.

    The courier company usually takes care of the customs clearance procedure. In case the shipment is held at the customs clearance processes due to missing or absence of proper paperwork/documents/declaration/ government license or certificates required from the ‘Importer of Record’:

    • If the ‘Importer of Record’ fails to provide the required documents and paperwork to the custom authorities and as a result the product(s) are confiscated by the customs, Retail Centre Limited will not issue a refund. Therefore, we strongly recommend that you make advance preparations & submit the relevant documents when requested by the custom authorities.
    • If the shipment is returned to our warehouse in case of missing/absent paperwork etc. from the customer’s end, a refund will be issued only after deducting the return shipping charges from the product purchase price. The shipping, and custom charges will not be included in the refund.
  3. Undeliverable Shipments/Refused Shipment Returned

    When a shipment is approved by customs authorities, the concerned courier company will contact the customer and arrange for order delivery:

    In the event the customer does not respond, refuses to accept delivery or declines to pay the applicable duties and taxes due to the carrier upon delivery. The shipment will be returned to the country of origin.

    The customer may file a refund claim for the above cases. If the shipment is eligible for a refund per Retail Centre Limited Return Policy, Retail Centre Limited will refund the price of goods of the affected shipment only. Shipping and custom charges will not be included in the refund. The cost of the return shipment will also be deducted from the total price of goods affected in the shipment.

    If the shipment is not returned or the product(s) is non-returnable, the customer is not eligible for a refund.

  4. Prohibited Items & Import Restricted items in the Destination Country:

    Retail Centre Limited strives to be compliant with laws and ensures that the product(s) meet the regulatory and safety requirements in the respective countries. However, not all product(s) listed on the Retail Centre Limited Website may be available for purchase in your respective country of destination. Retail Centre Limited makes no promises or guarantees as to the availability of any product(s) listed on the website as being available in the customer’s respective country of destination.

    All products purchased on the Retail Centre Limited Website are at all times subject to all export and all Trade and Tariff Regulations of any nation of competent Jurisdiction. With millions of products available on our website/app, it's difficult to filter out those that cannot be shipped due to country-specific customs regulations and procedures.

    The Customer who purchases product(s) through the Retail Centre Limited Website and/or the recipient of the product(s) in the destination country is/are solely responsible for assuring that the product(s) can be lawfully imported to the destination country as Retail Centre Limited and its affiliates make no affirmations, representations or promises of any type regarding the legality of importing any product(s) purchased on the Retail Centre Limited website into the country in the world. If the product(s) ordered is a restricted or prohibited and not approved by the custom clearance authorities in the destination country, the customer is not eligible for a refund.

Delay Reasons:

The estimated delivery window provided by Retail Centre Limited reflects the most standard delivery. However, some orders may occasionally be subject to longer transit time caused by:

  • Bad weather Bad weather
  • Flight delays Flight delays
  • National holidays or FestivalsNational holidays or festivals
  • Customs clearance procedures Customs clearance procedures
  • Natural CalamitiesNatural calamities
  • Massive Breakout of Disease Massive breakout of disease.
  • Other unforeseen circumstances Other unforeseen circumstances

Shipment Tracking:

All shipments can be tracked using the Tracking Number and Website Provided

Return & Refund Policy

Did you receive a wrong, damaged, defective product(s) or product(s) with missing parts? No worries, our support & operations team are here to assist you in the best possible manner. Our goal is to provide customers with outstanding services.

Return Policies & Procedure

The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of damaged product, the customer should inform the assigned courier company and Retail Centre Limited within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

The customer must meet the following conditions to return any product:

  1. The customer must contact us within 7 days of the delivery.
  2. The product should be in an unused and resalable condition.
  3. The product should be in its original packaging including the brand’s/manufacturer’s box, MRP tag intact, user manual and warranty card.
  4. The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.

The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product.

The customer must provide/upload all the required images & videos with a short-detailed description that will help the team investigate the case.

Product categories & conditions not eligible for return:

  1. Specific categories like innerwear, lingerie, swimwear, beauty products, perfumes/deodorant, and clothing freebies, grocery & gourmet, jewellery, pet supplies, books, music, movies, batteries, etc., are not eligible for return and refund.
  2. Products with missing labels or accessories.
  3. Digital products.
  4. Products that have been tampered with or have missing serial numbers.
  5. A product that has been used or installed by the customer.
  6. Any product not in its original form or packaging.
  7. Refurbished products or pre-owned products are not eligible for returns.
  8. Products that are not damaged, defective, or different from what was originally ordered.

Refund Policies & Procedure

In the event of a return, the refund process will begin only after the product has been received, inspected & examined at our warehouse facility, indicating that it meets the eligibility criteria. Refund approval or rejection depends upon the investigation carried out by the responsible team.

Once we initiate a refund, it will take approximately 25-30 business days for the amount to reflect in the original payment method. However, the same varies according to the bank's settlement standards. In the case of UCredit the amount will reflect in your Ubuy account within 24-48 working hours. Please contact our support team for more information.

Custom, duties, taxes, and VAT refund policy in case a wrong, damaged, defective product(s) or product(s) with missing parts:

  1. If the customer was charged customs, duties, taxes, or VAT upfront by Retail Centre Limited, the amount will be refunded on the payment gateway.
  2. If the custom, duties, taxes, or VAT were not charged upfront by Retail Centre Limited, the amount will be refunded as Retail CentreCredit only.

Kindly note that customs duties, taxes, and VAT will not be refunded except when a wrong, damaged, defective, or missing part / incomplete product is delivered.

Sale Items:

Products which are part of any sale/promotional offer cannot be refunded unless they are flawed.

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