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Return Policy - Panel
Recharge Wallet

Return Policy

Return, Replacement & Refund Policy

This Return, Replacement & Refund Policy (“Policy”) governs requests for returns, replacements, exchanges, refunds, shortages, transit damage claims, defective product claims, and wrong-product claims relating to products purchased through or supplied by EcomBridge Solutions.

By placing an order through our Platform or through any marketplace where products are supplied, fulfilled, or managed by EcomBridge Solutions, you agree to be bound by this Policy.

Eligibility for Returns, Replacements and Refunds

Customers may request a return, replacement, exchange, or refund within 2 (two) calendar days from the date of delivery of the product.

To be eligible for consideration:

  • The request must be submitted within the applicable claim period.
  • The product must be unused, unworn, unwashed, and in substantially the same condition as delivered.
  • The product must be returned with all original packaging, labels, tags, accessories, manuals, inserts, and complimentary items.
  • The product must not show signs of misuse, alteration, tampering, negligence, or damage caused after delivery.
  • The customer must comply with all documentation and proof requirements set out in this Policy.

Returns, replacements, exchanges, or refunds may be considered only in the following circumstances:

  • Product received is damaged during transit;
  • Product received is defective;
  • Wrong product has been delivered;
  • Product is materially different from the item ordered;
  • Product has missing components or shortages; or
  • Any other circumstance approved by us after verification.

Mandatory Proof Requirement

No return, replacement, refund, shortage claim, damage claim, transit damage claim, defective-product claim, or wrong-product claim shall be accepted unless the customer provides a clear and uninterrupted video recording of the complete package unboxing process.

The video must:

  • Begin before the package is opened;
  • Clearly show the shipping label and external package condition;
  • Capture the entire unboxing process without cuts, edits, pauses, interruptions, or camera changes;
  • Clearly display the contents of the package; and
  • Clearly show the alleged issue, including any missing, damaged, defective, incorrect, or incomplete product.

Failure to provide the required unboxing video may result in rejection of the claim.

This requirement applies to:

  • Orders placed directly through our Platform;
  • Orders fulfilled by EcomBridge Solutions;
  • Orders originating from Amazon, Flipkart, Meesho, or any other ecommerce marketplace;
  • Business-to-business (B2B) transactions; and
  • Business-to-consumer (B2C) transactions.

Non-Returnable and Non-Refundable Products

The following products may not be eligible for return, replacement, exchange, or refund:

  • Products marked as non-returnable, non-refundable, or final sale at the time of purchase;
  • Clearance, liquidation, promotional, discounted, or sale items unless damaged, defective, or incorrectly delivered;
  • Products damaged after delivery due to misuse, improper storage, negligence, modification, or unauthorized repair;
  • Products returned without original packaging, labels, tags, or accessories;
  • Products returned in used, altered, or unsellable condition;
  • Products specifically excluded from return eligibility on the product page.

Return Request Procedure

To initiate a return, replacement, exchange, or refund request, customers must contact our support team within 2 (two) calendar days of delivery.

The customer may be required to provide:

  • Order details;
  • Photographs of the product and packaging;
  • The mandatory unboxing video;
  • Courier package details; and
  • Any additional information reasonably requested by us for verification.

Submission of a claim does not constitute approval of the claim.

Return Shipment

Where a return is approved or requested for verification purposes, the customer must return the product in accordance with the instructions provided by us.

The product must be securely packaged to prevent damage during transit.

Failure to return the product in the condition in which it was received may result in rejection of the claim.

Inspection and Verification

All returned products are subject to inspection and verification by our quality-control team.

No refund, replacement, exchange, compensation, or other remedy shall be issued solely on the basis of a claim submission.

Any refund, replacement, exchange, or other resolution shall be processed only after:

  • The returned product has been physically received by us (where return is required);
  • The returned product has been inspected and verified;
  • The customer’s claim and supporting evidence have been reviewed; and
  • We determine that the claim satisfies this Policy and our Terms & Conditions.

If inspection reveals that the product does not meet the eligibility requirements, the claim may be rejected.

Replacements

Where a replacement claim is approved and replacement inventory is available:

  • A replacement product will be dispatched after completion of inspection and verification.
  • Dispatch timelines may vary depending on product availability and operational requirements.

If replacement inventory is unavailable, we may offer a refund, store credit, or another appropriate resolution at our discretion.

Refunds

Refunds shall be processed only after successful inspection, verification, and approval of the claim.

Approved refunds will generally be processed to the original payment method used for the purchase unless otherwise agreed or required by applicable law.

Refund processing timelines may vary depending on:

  • Banks;
  • Payment gateways;
  • Credit card issuers;
  • UPI providers; or
  • Other financial institutions.

Shipping charges, handling charges, convenience fees, payment processing fees, and similar charges are non-refundable unless otherwise required by applicable law or where the error is attributable solely to us.

Rejected Claims

A claim may be rejected, including but not limited to, where:

  • The mandatory unboxing video is not provided;
  • The claim is submitted after the applicable claim period;
  • The returned product differs from the originally supplied product;
  • The product has been used, damaged, altered, or tampered with after delivery;
  • Insufficient evidence is provided;
  • The claim is fraudulent, misleading, or unsupported by available evidence; or
  • The product otherwise fails inspection.

Marketplace Orders

For products purchased through Amazon, Flipkart, Meesho, or any other marketplace and supplied, fulfilled, or managed by EcomBridge Solutions, this Policy shall apply to the maximum extent permitted by the applicable marketplace rules and policies.

Where marketplace policies impose additional customer rights or obligations, such policies shall continue to apply as required.

Important Notes

  • Requests must be submitted within 2 (two) calendar days from delivery.
  • Submission of a claim does not guarantee approval.
  • Refunds and replacements are subject to receipt, inspection, verification, and approval of the returned product and supporting evidence.
  • Customers are responsible for providing accurate information and cooperating with the verification process.
  • This Policy should be read together with our Terms & Conditions and Shipping & Delivery Policy.
  • In the event of any inconsistency, the Terms & Conditions shall prevail to the extent permitted by applicable law.

Return Shipping and RTO Charges

Customers may be responsible for return shipping costs, courier charges, handling charges, and Return-to-Origin (“RTO”) charges where applicable.

Without limiting the foregoing, EcomBridge Solutions reserves the right to deduct or recover any applicable RTO charges, return shipping charges, re-delivery charges, handling fees, packaging costs, or other logistics-related expenses arising from:

  • Refusal to accept delivery;
  • Failure to accept delivery after reasonable delivery attempts;
  • Incorrect, incomplete, or inaccurate delivery information provided by the customer;
  • Customer unavailability resulting in failed delivery;
  • Voluntary cancellation after dispatch;
  • Return requests not attributable to any defect, damage, shortage, incorrect product, or error on our part; or
  • Any other circumstance resulting in return shipment through no fault of EcomBridge Solutions.

Where a refund is approved, any applicable RTO charges, return shipping charges, logistics costs, handling fees, payment processing charges, or similar expenses may be deducted from the refund amount before processing.

In cases where the applicable charges exceed the refundable amount, EcomBridge Solutions reserves the right to recover the balance amount from the customer before processing any further orders, replacements, services, or claims.

The determination of applicable RTO charges, shipping costs, courier fees, and logistics expenses shall be based on the actual charges incurred by EcomBridge Solutions or its logistics partners.

Contact Us

For return, replacement, refund, or claim-related assistance, please contact us using the contact details provided on the Platform.