JIOMART CANCELLATION, RETURN AND REFUND POLICY
1. GENERAL
1.1. Reliance Retail Limited, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400 002, Maharashtra, India (“Reliance”, “we”, “us” or “our”) is managing and operating the mobile application/website and tablet applications available at www.jiomart.com (collectively referred to as “JioMart”, “Website”, “App”), which inter alia facilitate the sale and purchase of products and services listed and sold (“Product(s)”) on the Website. The term “User” or “Users” or “you” or “ your” means any individual which uses, accesses or, browses the Website and/or purchases the Products on the Website.
1.2. We aim to provide the best User experience to our Users beginning from placing an order to initiating a cancellation/return/refund. While transacting on JioMart, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.
1.3. The ‘Terms and Conditions’ published on JioMart shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Reliance’s procedures and policies in accepting: (a) cancellation, (b) return, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.
2. APPLICABILITY OF POLICY
2.1. By using JioMart and/or initiating a request for purchase of Product(s) on the JioMart, you agree to be bound by the terms contained in this Policy. If you do not agree to the terms contained in this Policy, you are advised not to transact on JioMart. Please note that, we may from time to time change the terms of the Policy. Every time you wish to use JioMart, please check the Policy to ensure you understand the terms and conditions that apply at that time.
3. TERMS OF CANCELLATION
3.1. Except as set out in Clause 3.4, you can cancel the order any time prior to the dispatch of the Product. The order cannot be cancelled once the dispatch has been initiated. However, once the Products have been dispatched, and you wish to cancel the order, please reach out to the Customer Support and request for order cancellation. We will put our best effort to avoid attempting a delivery. However, in case the delivery is attempted, you may reject the delivery.
3.2. The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Reliance to you from time to time.
3.3. On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process for prepaid orders will be initiated within 24 hours of confirmation of cancellation.
3.4 Orders in the categories of flowers, cakes, gifts, or plants cannot be cancelled once placed, and no refund will be provided if the order is rejected or refused at the time of delivery.
4. TERMS OF RETURN AND REFUND
4.1. You may initiate return of Products within the timelines and as per the terms stipulated under Annexures (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Reliance will not process return if you have placed the order for a wrong Product model, colour or incorrect Product.
4.2. All our packages come with tamper proof packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.
4.3. You may register a complaint or request for return through JioMart. To register a compliant or initiate return, please go to ‘Orders’ section and select ‘Help’ tab and then select ‘Still need help’ at the bottom of the page. You may select the option from the drop down menu to log the complaint or contact us via e-mail/ call/ chat with us. To initiate return, you are required to select ‘log a complaint’ and provide the necessary details about the shipment and order, provide the details of the issue, if any, and request for return. For quality purposes, we may also require you to provide images of the Product sought to be returned. The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, you may contact the customer care.
4.4. If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on the JioMart. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us; or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images/video maximum upto 60 seconds or 2MB of the damaged or defective Product received, Product packaging images, and/or our personnel to schedule a visit to assess the damage or defect in the Product. Further, to the assessment of the damage or the concern reported in the return request, Reliance may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.
4.5. In an unlikely event, if your order on JioMart is marked as delivered and you have not received the order, please contact JioMart support within 7 days from the date of delivery.
4.6 Please be informed that when you opt to return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 1(one) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by Reliance are fulfilled. The refund amount will be credited to the original payment mode opted by you or in your wallet associated with the JioMart (“Wallet”) eligible for Wallet refund, as may be chosen by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
4.7. Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account (as per the bank account details provided by you to us) in case the Product is purchased from a third-party seller made available. However, if the Sale was consummated by Reliance, you will receive your refund in your Wallet. We do not make any cash refunds.
4.8. The amount claimed as refund will be refunded to you within 15(fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
4.9 Any product which is marked as "Non-Returnable" on the product detail page will be treated as non-returnable and the return policy mentioned on the product's detail page will override the category level return policy mentioned in this Policy.
5. CUSTOMER SUPPORT TEAM
For any feedback, concern or query, you may please reach out to us on the below contact details:
Call us at: 1800 890 1222
Annexure I - Return Timeline & Conditions for Home & Lifestyle, Fashion, Industrial & Professional Supplies, Jewellery & any other non-electronic categories
You may return the Product if there is a size issue, fit issue, if the product is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered basis the Product description displayed on JioMart. We will accept the return if the Product is in its original condition along with brand outer box, is unused/unwashed, the Product is not altered, MRP tags attached, bar code is intact, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. Further, there should not be any strong odour /foul smell/perfume/stain on the Product.
| Sl. No | Product Details | Return Window | |
|---|---|---|---|
| 1 | Home & Lifestyle | Kitchenware, Tableware, Home Furnishing Prayer & Spiritual Needs - Lanterns, Feng Shui, Prayer Implements Home Care- Mops, Brushes & Scrubs Umbrella, Raincoat, Stationery | 7 days |
| 2 | Sports & Fitness - Sporting Goods and Fitness Equipments (Badminton Accessories, Baseball, Basketball, Boxing, Carrom Accessories, Cycle & Rideon accessories, Field Hockey Accessories, Skates, Skateboards & Scooters, Sports Accessories, Table Tennis Accessories, Tennis Accessories, Athelitic Equipments, Trophies, Volleyball Accessories, Strength Training Equipment, Weights & Accessories, Yoga Accessories, Fitness Equipments & Accessories, Speed & Agility Training, Dartboard Accessories, Darts, Cricket Accessories) Bags & Travel Luggage, Toys | 7 days | |
| 3 | Handloom & Handicraft (Bedsheets, Towels, Blankets, Quilts, Dohars, Curtains, cushion covers, mats, Vases, Wall Decor, Table & Kitchen Linens, containers etc.) | 7 days | |
| 4 | Pet Care - Pet Toys, Aquarium & Accessories, Bird Accessories & Cages, and Other Pets Accessories, Training & behaviour Aids, Leashes, Habitats and Supplies, and Apparel | 7 days | |
| 5 | Industrial and Professional Supplies | Auto Care(Bike/Car covers, Car Interior Accessories, Car Upholstery, Bike Batteries, Brakes, Car and Bike parts, Car electronics, Car Pressure Washers, Safety Accessories, Tyre Inflators, Tyre and Tube Accessories) | 7 days |
| 6 | Scientific Tools, Lab & Scientific Products, Test & Measure & Inspect Instruments, Power & Hand Tools and Organisers, Robotics (drill machine, measuring instruments, cutting tools, plumbing tools, scales and balances, lab supplies) Building Supplies & Tools - Hardware & Plumbing Safety & Security Products | 7 days | |
| 7 | Wellness | Mom & Baby Care - Baby Gear, Baby Bedding Sets & Pillows, Baby Furnishing, Child Proof & Safety, Baby Toys, Mom & Maternity (Pregnancy Pillows, Baby Utility Bags, Maternity Belly Support, Maternity Shaping Belts) | 7 days |
| 8 | Body Supports | 10 days | |
| 9 | Fashion & Accessories | Men, Women, Boys, Girls, Junior Boys, Junior Girls, Infants (Clothing Accessories, Western Wear, Ethnic Wear, Fusion Wear, Night & Lounge Wear, Maternity) | 10 days |
| 10 | Lingerie and innerwear (Bra & Topwear only) | 10 days | |
| 11 | Footwear (Men, Women, Kids and Infants) | 10 days | |
| 12 | Belts, Wallet, Handbags, Bags, Travel Luggage | 10 days | |
| 13 | Watches, Watch Straps & Bands | 7 days | |
| 14 | Eyewear, Sunglasses, Frames, Cases | 7 days | |
| 15 | Fashion Jewellery | 7 days | |
| 16 | Crafts of India (Sarees, Dress material, dupattas, Stoles & Scarves etc) and Footwear (Juttis & Mojris, Sandal & Shoes) | 7 days |
Annexure II - Return Timeline & Conditions for Electronics Categories
If any electronics product delivered, does not require installation by a technician, has any physical damage, has a missing part or is different from what was ordered basis the product description on JioMart, you are required to contact JioMart customer care to intimate any physical damage, missing or wrong product etc., within 24 hours of delivery. For such Products reported, return will only be processed, if the Product is not found to be activated and may be subjected to verification as per the terms of this Policy.
For products requiring installation, you shall have the option to contact the brand or the seller directly or JioMart shall arrange for a visit of a technician from ResQ/the Brand/ Seller to assess the damage or defect and accordingly initiate the return. Product will not be eligible for return if it is installed by a third-party technician not assigned by JioMart.
The Products under Electronics category are returnable within 5 (five) days from date of delivery only if there is a defect or is dead on arrival. You are required to contact JioMart customer care to intimate about any defect or non-functionality condition of the Product i.e., if the Product delivered is dead on arrival (DOA). For a product being reported under defective/DOA cases, the return will be processed subject to verification as per the terms of this Policy including, but not limited to, reviewing the DOA certificate issued, if required. However, for brands such as Apple, Samsung, MI, POCO, Xiaomi, Redmi, Oppo, VIVO, OnePlus, Tecno, Infinix, Lenovo, Acer, HP, Epson, Dell, Asus, and Fossil you have to directly contact the Brand Customer Care which may be found on the relevant brand website. If any further assistance is required, please contact the JioMart customer care within 5 (five) days of delivery. In case of any issue arising after 5 (five) days of delivery you may contact the manufacturer directly under the Product warranty provided by the manufacturer (as applicable).
Please keep the Product in its original condition, with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. In case the Product is accepted where the package is tampered or the box is damaged, it will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.
| Sl. No | Product Details | |
|---|---|---|
| 1 | Electronics | Installation Not Required: Mobiles & Tablets, Home Appliances, Computers, Computer Monitor, All in One Desktop, Tower PC, Projector, Printers and IT, Kitchen Appliances, Smartwatches, Fitness Bands, Smart Wearables, Audio, Home Theatre Systems, Speakers, Telephone Sets, Musical Instrument, Peripherals, Photography Devices, Camera, Storage Devices, Power Devices, Entertainment Promotion Devices, or Lighting Products and Accessories, Office Appliances |
| 2 | Installation Required: Televisions, Large Appliances like Air Coolers, Air Conditioner, Refrigerator, Washing Machine, Dishwasher, Microwave, and Accessories. | |
| 3 | Games - (Gaming Consoles, Gaming Controllers, Gaming Accessories, VR Gaming) |
Annexure III - List of Non-Returnable Product Categories
All products under JioMart 'Quick' categories are non-returnable. For 'Scheduled', products under the below categories are non-returnable due to consumable nature of the Product. In an unlikely event of you receiving a damaged product or product delivered is different from what was ordered basis the product description displayed on JioMart, you may contact JioMart customer care for resolution within 24 hours of the delivery.
| Sl. No | Product Details | |
|---|---|---|
| 1 | Groceries | Fruit & Vegetables ( Fresh Fruits, Fresh Vegetables, Herbs & Seasonings, Exotic Fruits & Vegetables ) |
| 2 | Dairy & Bakery ( Dairy, Toast & Khari, Breads and Buns, Bakery Snacks, Batter & Chutney, Cheese, Ghee Paneer & Tofu) | |
| 3 | Cooking Essentials (Atta, Flours & Sooji, Dals & Pulses, Rice & Rice Products, Edible Oils, Masalas & Spices, Salt, Sugar & Jaggery, Soya Products, Wheat & Other Grains, Dry Fruits & Nuts) | |
| 4 | Biscuits & Packaged Foods ( Chips & Namkeens, Biscuits & Cookies, Noodle, Pasta, Vermicelli, Breakfast Cereals, Snacks,Chocolates & Candies, Ready To Cook & Eat, Frozen Veggies & Snacks, Spreads, Sauces, Ketchup, Indian Sweets, Pickles & Chutney, Extracts & Flavouring ) | |
| 5 | Beverages ( Tea, Coffee, Fruit juices, Energy & Soft Drinks, Health Drink & Supplement, Soda & Flavoured Water ) | |
| 6 | Home & Lifestyle | Home Care (Detergents, Dishwash, All Purpose Cleaners, Fresheners & Repellents ) |
| 7 | Prayer & Spiritual Needs( Kumkum/ Turmeric/Sand, Agarbatti, Dhoop ) | |
| 8 | Home Decor- Decorative Stickers( Wall Stickers ) Home Fragrance ( Incense Sticks, Scented Candles, Scented Oils ), Paint, Wall Treatments & Supplies | |
| 9 | Disposable ( Plates & Glasses, Kitchen & Toilet Rolls, Paper Tissues & Napkins, Cling Film, Garbage Bags, Aluminium Foil ) | |
| 10 | Furniture (Bedroom, Living, Dining, Outdoor, Indoor) | |
| 11 | Garden and Outdoor- Gardening( Indoor Plants, Seeds, Outdoor Plants, Fertilizer and Soil, Compost ) | |
| 12 | Industrial and Professional Supplies | Building Supplies & Tools - Packaging supplies, Kitchen & Bath Fixtures, Building Supplies (Gating & Railing, Tiles), Paint & Primer, Hardware & Plumbing (Adhesives & Sealers, Drain Cleaning Equipment) |
| 13 | Batteries (Household Batteries, Rechargeable Batteries, Inverters and UPS Batteries) | |
| 14 | Auto Care (car freshener, cleaning kits, brake fluid and lubricants, paint care, wax and shampoos, batteries and accessories), Tubes, Tyres and Rims; Power and Hand Tools (Lubricants); Electrical (Electrical Tape/Insulation Tape, PVC Copper Wire) | |
| 15 | Janitorial & Sanitation Supplies and Personal Protective Equipment (personal protective instrument, safety goggles, cleaning chemicals and tools, mask, hand gloves) | |
| 16 | Wellness | Personal Care ( Hair Care, Oral Care, Skin Care, Bath & Hand Wash, Body Wash & Bathing Accessories, Feminine Hygiene, Men’s Grooming, Cosmetics and Beauty Products, Deodrants & Fragrances, Health & Wellness, Grooming Tools and Accessories ) |
| 17 | Wellness & Grooming - Oral care (Power Toothbrushes, Water Flossers and Accessories); Grooming (shavers, trimmer, epilator); Audio (in ear-earphones/ ear-bud); Pain relief (Hot and Cold bags ); Health care monitors (Body Composition Monitors), Health Care Devices (Vaporizers & Steamers, Stethoscopes) | |
| 18 | Mom & Baby Care - Baby Grooming, Baby Bath & Hygiene, Baby Food & Formula, Diapers & Wipes, Feeding, Baby Health & Wellness, Mom and Maternity (Personal Care & Hygiene, Supplements & Nutrition) | |
| 19 | Baby and Infant Supplements, Health and Sports Supplements, Essential Oils, Herbal Supplement, Petcare, Personal Care and grooming, Eyeglasses and Sunglasses, Maternity Care, Massagers etc. and any product listed under ‘Wellness' | |
| 20 | Sports | Sporting Goods and Fitness Equipment’s ( Billiard, Cricket inner apparel, Cricket Guards, Cycle and Rideon, Elliptical Trainers, Exercise Bikes, Pedal Exercisers, Rowing Machines, Stair Climbers & Step Machines, Treadmills, Massaging Equipment’s, Home Gym Systems, Racks & Cages, Benches, Massager, Snooker, Table Tennis table, Other Sports accessories ) |
| 21 | Rakhi, Holi colours, Holi accessories | |
| 22 | Fashion & Jewellery | Lingerie, innerwear, and swimwear; Cosmetics; Socks and stockings; Hair Accessories |
| 23 | Contact Lenses | |
| 24 | Gold & Silver Coins, Precious Jewellery | |
| 25 | Media | Books |
| 26 | Games – (Gaming Titles, Online Gaming, Skins/ Thumbgrip/ Consumables) | |
| 27 | Electronics | Electronics (Mobiles & Tablets, Home Appliances, Computers, Computer Monitor, All in One Desktop, Tower PC, Projector, Printers and IT, Kitchen Appliances, Smartwatches, Fitness Bands, Smart Wearables, Audio, Home Theatre Systems, Speakers, Telephone Sets, Musical Instrument, Peripherals, Photography Devices, Camera, Storage Devices, Power Devices, Entertainment Promotion Devices, or Lighting Products and Accessories, Office Appliances, Toners and Ink Cartridges, Graphic Cards and Motherboards, Smart Devices such as VR headsets or VR glasses) |
| 28 | Electronic Appliances (Televisions, Large Appliances like Air Coolers, Air Conditioner, Refrigerator, Washing Machine, Dishwasher, Microwave, and Accessories.) | |
| 29 | Pets | All Pet Food (including Dog, Cat, Bird, Fish, Turtle etc.) and Grooming Aids and Accessories, Cat Litter & Accessories, Health & Hygiene, Harness and Collars |
| 30 | Local Shops | Gift Articles, Flowers (bouquet, vase), Cakes, Plants |