JIOMART EXPRESS CANCELLATION, RETURN AND REFUND POLICY

This cancellation, return and refund policy (“Policy”), together with the Terms and Conditions sets out the terms and conditions for cancellation, return and refund of products listed and sold on www.jiomartexpress.com and its mobile and tablet applications (“Jiomart Express”). The products listed and sold on Jiomart Express shall be referred to herein as “Products”.

1. APPLICABILITY OF POLICY

By using Jiomart Express and/or initiating a request for purchase of Product(s) on the Jiomart Express, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on Jiomart Express. Please note that, we may from time to time change the terms of the Policy that govern your terms of cancellation, return or refund of an order for Product bought on Jiomart Express. Every time you wish to use Jiomart Express, please check the Policy to ensure you understand the terms and conditions that apply at that time.

2. TERMS OF CANCELLATION

(a) You can cancel the order prior to the dispatch of Product by Reliance or the seller. The order cannot be cancelled once the dispatch has been initiated.

(b) 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.

(c) On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated within 24 hours of confirmation of cancellation.

3. TERMS OF RETURN AND REFUND

(a) You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (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.

(b) 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 Express. 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 of the damaged or defective product received and/or allow 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.

(c) Please be informed that when you opt to cancel or 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 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 Express (“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.

(d) 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.

(e) Please be informed that in case you are not available at the shipping address at the time of delivery or the delivery could not take place since you are unreachable or the shipping address provided is incorrect, we would not re-attempt to deliver the order and the same would stand cancelled. The refund for any pre-paid order shall be initiated as per standard timelines indicated in the return Refund.

(f) The amount claimed as refund will be refunded to you within 15 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. CUSTOMER SUPPORT TEAM

For any feedback, concern or query, you may please reach out to us on the below contact details:

Write to us on: cs@jiomartexpress.com

Call us at: 1800 890 2020


ANNEXURE A – RETURN TIMELINE AND CONDITIONS

Category Return Policy

Home & Kitchen ( Pooja Needs, Electrical, Mops, Brushes & Scrubs, Furnishing, Stationery, Auto Care, Toys, Games & Fitness, Kitchenware Dining, Bags & Travel Luggage )

7 days Returnable

You may return the Product if it 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 provided on JioMart Express.

In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.

Fruit & Vegetables ( Fresh Fruits, Fresh Vegetables, Herbs & Seasonings, Exotic Fruits & Vegetables )

Non-Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the wrong product delivered, quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Dairy & Bakery ( Dairy, Toast & Khari, Breads and Buns, Bakery Snacks, Batter & Chutney, Cheese, Ghee Paneer & Tofu )

Non-Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Staples ( Atta, Flours & Sooji, Dals & Pulses, Rice & Rice Products, Edible Oils, Masalas & Spices, Salt, Sugar & Jaggery, Soya Products, Wheat & Other Grains, Dry Fruits & Nuts )

Non-Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Disposable ( Plates & Glasses, Kitchen & Toilet Rolls, Paper Tissues & Napkins )

Non-Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Snacks & Branded ( Foods, Biscuits & Cookies, Noodle, Pasta, Vermicelli, Breakfast Cereals, Snacks & Namkeen, Chocolates & Candies, Ready To Cook & Eat, Frozen Veggies & Snacks, Spreads, Sauces, Ketchup, Indian Sweets Pickles & Chutney, Extracts & Flavouring )

Non- Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Beverages ( Tea, Coffee, Fruit juices, Energy & Soft Drinks, Health Drink & Supplement, Soda & Flavoured Water )

Non-Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Personal Care ( Hair Care, Oral Care, Skin Care, Bath & Hand Wash, Body Wash & Bathing Accessories, Feminine Hygiene, Men’s Grooming, Deo & Fragrances, Health & Wellness, Makeup )

Non-Returnable

Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Home Care (Detergents, Dishwash, All Purpose Cleaners, Fresheners & Repellents )

Non-Returnable

Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Mom & Baby Care (Baby Grooming, Baby Bath & Hygiene, Baby Food & Formula, Diapers & Wipes, Feeding, Baby Health & Wellness )

Non- Returnable

Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

Raising a request for refund beyond 24 hours of order delivery will result in your refund request being rejected.

Mom & Baby Care (Baby Gear, Baby Bedding Sets & Pillows, Baby Furnishing, Baby Furniture, Child Proof & Safety, Baby Toys, Mom & Maternity)

7 days Returnable

You may return the Product if it 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 provided on JioMart Express.

In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.

All Pet Food (including Dog, Cat, Bird, Fish, Turtle etc.) and Grooming Aids and Accessories, Cat Litter & Accessories, Health & Hygiene, Harness and Collars

Non-Returnable

Products under this category are non-returnable due to hygiene/ personal care/wellness, and consumable nature of the Product. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product on door-step delivery for the aforesaid reasons.

We may contact you to ascertain the quality, freshness or physical condition of the product prior to issuing refund.

In case you receive a product that is different from what was ordered basis the Product description provided on JioMart Express, you may contact JioMart Express customer care for initiating return/refund process within 48 hours of the delivery of the Product.

Pet Toys, Aquarium & Accessories, Bird Accessories & Cages, and Other Pets Accessories, Training & behaviour Aids, Leashes, Habitats and Supplies, and Apparel

7 days Returnable

You may return the Product if it 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 provided on JioMart Express.

In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up.