A) FILING A RETURN / REFUND OR REPLACEMENT REQUEST
B) PICK UP PROCEDURE
C) REPLACEMENT OR REFUND
A) FILING A RETURN / REFUND OR REPLACEMENT REQUEST

• Want to Return a Product?
• Want to Replace/Change a Product?
• What is the time frame in which I have to file to return / replace a product?
• How can I file a return request and what happens afterwards?

We at ShopClues.com assert our intentions to delight our customers by enhancing their online shopping experience. Hence, we look forward to extend our extensive support at all times to guarantee quality of products bought at our website and app.

1.Want to Return a Product?

We offer a 10-day return guarantee on all the products bought on our website. Products should be returned in the original condition.

Returns will be accepted under the following conditions:

• Defective/Damaged Product
• Product significantly different from the Product’s Specifications
• Wrong Color/ Size/ Style
• Incorrect Quantity
• Wrong Product Delivered
• Part of Product is missing
• Non-receipt of Invoice / Warranty

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse
• Consumable Product
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
• Serial Number is tampered
• Defective products that are covered under Seller/Manufacturer’s warranty and reported after 10-days.
• Damaged products reported after 2-days.
• Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
• Product is used or worn or altered

Categories not eligible for Return:

• Healthcare Products
• Customized Products
• Undergarments, Lingerie, Swimsuits, etc.
• Perishables including Flowers, Edibles, etc.

2.Want to Replace a Product?

Replacement will be accepted if your purchase is covered under buyer protection and the product is in stock with the merchant.

In case, the product is out of stock, we will issue you a refund.

Also, if the product delivered is not the same that you had ordered, merchant's consent is required to replace. Please read the Product description carefully and choose the right size and color.

Replacement will not be accepted in the following conditions:

• Product is damaged due to misuse/overuse
• Consumable Product
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories.
• Serial Number is tampered
• Defective products that are covered under Seller/Manufacturer’s warranty and reported after 10-days.
• Damaged products reported after 2-days.
• Product or box is damaged due to misuse or incidental damage because of malfunctioning of product.
• Product is used or worn or altered

3. What is the time frame in which, I have to file a return / replacement request?

• Return/Replace request of the Product(s) to be initiated within 10 days of Delivery.
• Return Request to be filed with ShopClues’ Customer Support within 2 days of Delivery under following condition:
• Damaged Product
• Empty Parcel
• Missing Item

3. How do I file a Return request and what happens afterwards?

Filing a Return Request:

• You can file a return request at your ShopClues account. Use following steps: Sign-In -> My Account -> Order History -> Request Return.
• Return request will be reviewed by ShopClues.
• If required, request will be shared with the merchant for his/her approval.
• After approval, pickup of the product will be arranged through our courier partners.
• If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by us.
• After the product is received, it is verified against your claim. Replacement or refund is initiated after that. Replacement would depend on the stock availability with the respective merchant.

What happens afterwards?

It takes between 1 to 3 weeks from the time a request is raised, to the time the product is delivered back to us. Exact time would depend on the nature of the product and your location. Please be assured that we work very hard to ensure that your interests are protected.

B) PICK UP PROCEDURE

• How should I pack the product for pick up?
• Do I need to pay the courier company to send my product back?
• What do I do if my area does not have a reverse pick up service?
• What are the documents I need to attach for the return / replacement process?
• My product has been picked up. How do I know it has reached you?

1. How should I pack the product for pick up?

Make sure that the merchandise has not been used/altered/tampered with, as well as is accompanied by its original price tag and packing slip. Do not forget to mention your order number on the box. If your order is approved for pickup, you will receive the packaging instructions, return address and documentation needed, in a separate email from us.

2. Do I need to pay the courier company to send my product back?

No, if we arrange the pickup of your product, you don't need to pay anything. If you are using a courier service to send your product back, you need to bear the courier cost, which will be reimbursed by us in form of CluesBucks. The courier charges eligible for reimbursement are up to Rs.300.

3.What do I do if my area does not have a reverse pick up service?

On approval of the return request as filed by you, you will need to send the product back on the return address as mentioned by us in a separate email to you along with the packaging instructions and the documentation needed. You will also need to bear the cost of the courier. However, we will reimburse you the courier charges up to Rs.300 in the form of CluesBucks.

What are the documents I need to attach for the return / replacement process?

Reverse Pickup by ShopClues:

• Mention the Order number on the package along with the Address (as mentioned in the email by us) before handing over the packet to the Pickup executive.
• The receipt from the courier company must be kept as a proof of handing over the parcel for tracking purposes.
• ShopClues shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.

Self-Return:

Mention the Order number on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company.

Share a copy of the courier receipt with us, evidencing the dispatch of the product, addressed to us.

In case, you do not get a confirmation from us receipt of the return product, you are advised to track the shipment with the courier service provider to which, you have handed over the product.

5. My product has been picked up, how do I know it has reached you?

You will receive an email from us after 24-48 Hours of Pickup with the Tracking details. You can track the package on courier’s website. You can also track the status of your return request at ShopClues.com/trackorder

C) REPLACEMENT OR REFUND

• When will I get the replacement or refund?
• Want to know the status of my return request.

1. When will I get the replacement or refund?

• We initiate the replacement or refund within 2 working days of receiving the product at our centre.
• For Bank Refund, it may take up to 2 weeks, for the amount to get credited in your account, after we have initiated the refund.
• For CluesBucks Refund, the amount is immediately transferred to your ShopClues account.
• The refund/replacement may get delayed or declined if the product received by us is not as per your claim or in case of missing Order ID on the package.
• Time taken to process the Refund may vary depending on the mode of payment. Please refer to the list below:
• Net banking: 4-5 Business days
• Debit card: 7-9 Business days
• Credit card: 15 Business days

2. Want to know the status of my return request.

• You can see the status of your return at ShopClues.com/trackorder.
• You can also reply to the email received from ShopClues support to know the status of your request.
• Every request received at ShopClues is assigned a ticket number and an acknowledgement is sent to your registered email. Please access registered email and mobile only, for communication with us.
• Post receipt of your Return request, we keep you updated on way forward, like approval or rejection of return, pick-up and re-shipment or refund. You can be assured that we are working on your request.

DETAILS OF PRODUCT SPECIFICATIONS FOR RETURN / REPLACEMENT

1. Product has manufacturing defect

If the product has manufacturing defect, please check buyer protection.

If the product has manufacturer’s warranty, you should claim the warranty by calling or visiting the nearest service center of the product’s brand.

ShopClues shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer. For non-standard products, please contact us at ShopClues.com/support and we would take your issue with the merchant.

2. Product is damaged

All products are carefully packed before dispatch. In a rare circumstance, if the product reached you in damaged state, please contact us within 2 days of Delivery at www.ShopClues.com/support

3. Product is significantly different from description

You are covered by ShopClues Return & Replacement policy in case you receive a product that is significantly different from the product description on the website. This not only covers, wrong size, color, style etc. but also any wrong promises or details in product description including major quality issues, expiration date etc.

4. Wrong color delivered

If wrong color is delivered, under buyer protection you are eligible for replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through ShopClues.com/support, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

5. Wrong size delivered

If wrong size is delivered, under buyer protection you are eligible for replacement or refund.

For some products, there could be slight variation in the picture and actual product. Before creating a request through ShopClues.com/support, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

6. Wrong quantity delivered

If wrong quantity is delivered, you are covered under buyer protection. Inform us within 2 days of receiving the order through ShopClues.com/support. Please check the delivered Packet thoroughly, and verify with the Product Details on website.

7. Wrong product delivered

If a wrong product is delivered, under buyer protection you are eligible for replacement or refund. For some products there could be slight variation in the picture and actual product. Before creating a request through ShopClues.com/support, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

8. Wrong style delivered

If wrong style is delivered, under buyer protection you are eligible for a replacement or refund.

For some products there could be slight variation in the picture and actual product. Before creating a request through ShopClues.com/support, please ensure you have verified with the product description at the website, and you are sure that the delivered product isn’t as per the mentioned details.

Please do keep the picture of the product as we will need it for verification.

You may find the question about replacement useful.

9. Missing parts in the product

Please check the content of the package and verify with product description. In a rare circumstance, if there are missing parts, please contact us at ShopClues.com/support

10. No Invoice/Warranty received

All orders dispatched by ShopClues carry original Invoice from the merchant. If the Invoice/Warranty is missing, please contact us at ShopClues.com/support within 10 days of Delivery

Offer1: Rs 250 off on a minimum spend of Rs 750.

Terms & Conditions:

• This voucher is valid on a minimum bill value of Rs 700.
• This voucher cannot be clubbed with any offer.
• Service Tax applicable on all services.
• The voucher is not valid on products and bridal make up.
• Only one voucher valid per person per day.
• Prior appointment compulsory to avail the voucher.
• This offer is valid upto 30th November 2015.

Offer 2: GC worth Rs 250 to spenders above Rs 20,000.

Terms and Conditions:

• This voucher cannot be clubbed with any offer
• This offer is valid upto 31st October 2015
• Service Tax applicable on all services on bill value above 250
• The voucher is not valid on products and bridal make up.
• Only one voucher valid per person per day.
• Prior appointment compulsory to avail the voucher.

Offer: 40% Cashback up to Rs 85 on First orders on TinyOwl

Terms & Conditions:

• Maximum Cashback of Rs.85 per user
• Offer valid for the first 500 Shopclues users only
• The Unique offer codes will be sent by email to Shopclues users after they have conducted a transaction on Shopclues. The email will be sent to the registered email ID of the users. The email will be sent to users within 3 working days after the end of the Big Thank You Sale on Shopclues.
• 1 Cashback = Rs.1
• Offer valid on transactions made using credit/debit cards, online payments and wallets only
• Cashback in to Citrus Wallet in TinyOwl App
• Cashback in to Citrus Wallet cannot be exchanged for cash
• Offer can only be availed once on TinyOwl and only on the latest versions of the TinyOwl app
• Offer valid only in Delhi NCR, Mumbai, Pune, Hyderabad, Bengaluru & Chennai.
• Offer & Offer Codes are valid from 5th Oct 2015 to 20th Oct 2015
• TinyOwl reserves the right to change the terms and conditions without any prior notification
• TinyOwl will not be liable for minimum value of order available at restaurant
• Terms of use apply to all who avail offer (http://tinyowl.com/terms.html)
• You acknowledge and agree that all disputes in relation to the Offer shall be subject to Mumbai jurisdiction

Offer: Upto Rs 4000 off on Yatra App.

• Rs 600 off on Domestic Flights on Mobile App (First time user)
• Rs 300 off on Domestic Flights on Mobile App (For all user)
• Flat 15% off on International Flights on base fare (max – 4000(Round Trip) / 2000(One way)
• 25% eCash on Domestic Hotels on min. spend of Rs 4000 (max. upto Rs 3000) Desktop, WAP & Mobile App
• 20% eCash on Bus (max upto Rs 400) on Desktop
• Rs. 1000 off per booking on Domestic Holiday Packages on min. spend of Rs 20000
• Rs 1500 off on a min spend of Rs 50,000 on International Holiday Packages

Terms & Conditions:

• Offer is valid till 30th Nov ‘15
• To be eligible for the offer, cardholder is required to use his/her Bank Card/s for making the required booking through any of the booking mode as mentioned in the communication. For clarity purpose please note ‘website bookings’ are booking which are made through the official website of Yatra i.e. www.yatra.com or through Mobile Website i.e. m.yatra.com. Mobile App booking refers to transactions that are undertaken on the Yatra website which has been downloaded as an application to the cardholder’s registered mobile number. Offline transactions refer to transactions which are made at the Yatra toll free number or Yatra retail outlet.
• Cardholders are required to visit the merchant specific terms and conditions that may be applicable on bookings made through each of the modes and get acquainted and agree with the same.
• On validation of the promo code, eCash will be credited in your Yatra.com account within 7 days upon using the promotion code on www.yatra.com.
• One promo code is valid per booking id.
• Mobile app offer is only valid on android, ios & windows.
• Offer is not available to travel agents.
• Discounts provided under the offer cannot be clubbed with any other offer or discount extended by Yatra as part of any other arrangement.
• International flight offer is not applicable on SpiceJet, IndiGo, Air Asia, Malindo, Air Arabia, Air India Express and Fly Dubai which.
• All government levies like sales tax, TDS, any local tax, octroi etc., shall be payable by the customer as applicable at the time the respective discounts were offered.
• In case of refund, the discounted amount will be deducted from the total refund due.
• Yatra.com reserves the right to add, alter, modify all or any of these terms and conditions, or replace wholly or in part, this offer by any other offer, whether similar to this offer or not, or to withdraw it altogether, without prior notice.
• Offer is not valid on select Hotels. To check the list, please log on to http://www.yatra.com/fresco/offer/details/hotel-list.
• All tickets would be subject to availability at the time of booking and will be governed by the standard airline terms and conditions. Cancellation charges / date change penalties will be applicable as per the airline rules for all tickets purchased through this promotion.
• Yatra shall not guarantee or be held responsible or liable for any product or service offered by the Airlines which is not within the control of Yatra.com.
• All purchases made under the program shall be subject to applicable cancellation/date change rules. In case of a cancellation, Yatra shall reverse the discount and shall not provide additional discount to the customer.
• All Offers are subject to availability.
• Decision of Yatra.com in all matters connected with or incidental to this offer shall be final and binding.
• All purchases made by the customer at www.yatra.com shall be governed by the standard Terms and Conditions (subject to changes) of Yatra, which includes without limitation User Agreement, Privacy Policy or any other product/service related terms and conditions appearing on Yatra’s website www.yatra.com.
• All disputes arising out of or in connection with this offer shall be subject to the exclusive jurisdiction of the court in Gurgaon.

About the offer:
ICICI Bank: 10% off (Cashback) on ICICI Net banking.

How to avail the offer:

• Go through the regular shopping flow on Shopclues.
• On the Payment Page, choose ICICI Net banking.
• Place order using ICICI Net banking credentials and get eligible for availing cashback after a period of 60 days.

Terms and conditions:

• Under the offer all transactions carried out using ICICI Netbanking are eligible to get an additional discount of 10% in the form of cash back on ShopClues.
• This offer is applicable only on ShopClues.
• The offer is applicable from 05th Oct, 2015 to 10th Oct, 2015.
• No promo code is required. The customers only have to use ICICI Netbanking to be eligible for the cashback.
• Maximum discount amount per transaction is Rs. 1,000.
• Minimum transaction amount of Rs. 4,000 is required to avail this offer.
• In case of cancellation of order, the customer would not be able to avail the offer.
• Cash back will be awarded to ICICI Bank Net Banking Customers post 60 days of the final order.
• The discount /Cashback will be calculated on the final cart amount.
• This discount/Cashback is not applicable on coins and bars, gift cards and precious jewelry items.
• Offer is applicable for purchases made from all sellers on ShopClues only.
• Discount/Cashback is not applicable for Cash on delivery transactions.
• Discount/Cashback is not applicable in case of partial payments. In case, for any transaction if a customer uses ShopClues Gift cards no discount will be applied.
• This offer is not applicable on mode of payments else than ICICI Net banking.
• Shipping will be charged wherever applicable.
• ShopClues holds the right to cancel or change any offer at its discretion.
• Any fraudulent activities, including creating duplicate accounts, aliasing, placing multiple orders or violating the terms and conditions will lead to order cancellation.

About the offer:
ICICI Pockets: Additional 10% off instant discount

How to avail the offer:

• Download the ICICI pockets App and create an account.
• Generate your 16 digit Visa powered card number and your CVV number.
• On ShopClues use 16 digit Visa powered card number and your CVV number as generated through ICICI pockets.
• Use option Visa Credit card on the payment page and place your order to avail the offer.

Terms and conditions:

• Under the offer all transactions carried out using ICICI Pockets Visa powered virtual card number are eligible to get an additional discount of 10% in the form of instant discount on ShopClues.
• This offer is applicable only on ShopClues.
• The offer is applicable from 05th Oct, 2015 to 10th Oct, 2015.
• No promo code is required. The customers only have to use ICICI Pockets Card number to be eligible for the discount.
• Maximum discount amount per transaction is Rs. 300.
• No Minimum transaction amount to avail this offer.
• In case of cancellation of order, the customer would not be able to avail the offer.
• The discount will be calculated on the final cart amount.
• This discount is not applicable on coins and bars, gift cards and precious jewelry items.
• Offer is applicable for purchases made from all sellers on ShopClues only.
• Discount is not applicable for Cash on delivery transactions.
• Discount is not applicable in case of partial payments. In case, for any transaction if a customer uses ShopClues Gift cards no discount will be applied.
• This offer is not applicable on mode of payments else than ICICI Pockets Card number.
• Shipping will be charged wherever applicable.
• ShopClues holds the right to cancel or change any offer at its discretion.
• Any fraudulent activities, including creating duplicate accounts, aliasing, placing multiple orders or violating the terms and conditions will lead to order cancellation.

Eligibility

• As a part of ‘Bigger than the Biggest Thank You Sale’ from 5th October 2015, to 10th October 2015, ShopClues is giving away Upto 1 Lakh Free CluesBucks to all the customers registered on or before 28th September, 2015
• ShopClues reserves the right to select eligible customers and the CluesBucks allocated to them.
• Award of CluesBucks is valid only once for each eligible customer. In case of fraudulent activity by the customer including to, but not limited to creating duplicate accounts, aliasing, placing multiple orders or violating the Terms and Conditions, ShopClues reserves the right to withdraw the CluesBucks accruable to the customer at its sole discretion.

Redemption

• This offer is redeemable in the form of CluesBucks only. Instant Cashback is not applicable on this Sale.
• CluesBucks cannot be exchanged for Cash. To know more about CluesBucks, click here
• CluesBucks will be credited to the customer’s ‘My CluesBucks’ section on ShopClues, by 5th October, 2015
• TDS/Gift Tax is applicable on individual customers in case the quantum of CluesBucks awarded to the individual exceeds 10,000.
• CluesBucks can be redeemed sitewide including all platforms (mobile and desktop).
• You can use your Free CluesBucks at the payment page.

Payment Mode

• Only Prepaid Order will be accepted on Jaw Dropping Deals, and The 49 Store. COD will not be available.
• If Customer selects even one item from Jaw Dropping Deals or The 49 Store, the entire order will be eligible for Prepaid only.

Cancellation

• We at Shopclues.com assert our intentions to delight and excite our customers by enhancing their online shopping experience. Hence, we look forward to extend our extensive support at all times to guarantee quality of products bought at our website.

General Terms and Conditions

• This offer is non-transferable to any other customer.
• ShopClues is not responsible for, or liable for, any actions, claims, demands, losses, damages, costs, charges and expenses that a customer may suffer, sustain or incur due to the offer.
• ShopClues reserves the right at any time, without prior notice to add, alter, modify, change or vary all or any of these Terms and Conditions or to replace it as a whole or in part, the above offer by another offer, whether similar to above or not, or to withdraw it altogether.
• In the event of any inconsistency between these Terms & Conditions and any brochures, marketing or promotional materials relating to the promotion, these Terms & Conditions shall be abiding.
• All decisions by ShopClues regarding selection of the eligible customers shall be final and binding. No correspondence/grievances will be entertained in this connection.
• Any disputes arising out of this offer shall be subject to the exclusive jurisdiction of competent courts in the city of Gurgaon (India).

FAQs

What is ‘Bigger than the Biggest Thank You Sale’?

• Bigger than the Biggest Thank You Sale is an initiative to celebrate our 1 Crore Customers with ShopClues.com, under which, all registered customers will be receiving CluesBucks into their ShopClues account. Things to look out for,
• Upto 1 Lakh Free CluesBucks in your ShopClues account
• Jaw Dropping Deals, The 49 Store & Fixed Price Store
• Dates: 5th October, 2015 to 10th October, 2015.
• Venue: ShopClues Mobile & Desktop

What are CluesBucks?

• CluesBucks are store credits/loyalty points that can be redeemed at ShopClues, while making a purchase.
• 1 CluesBuck is equal to 1 Re

How will I be notified once CluesBucks are credited in my account?

• You will be notified via Email, ShopClues Mobile App & SMS
• Also check your CluesBucks balance by logging into your ShopClues account. In case you forgot your password, please use the ‘Forgot Password’ at the Login page.

For any further information please write in to us at support@shopclues.com