Refund Policy
1. Refund and Replacement Eligibility
1.1. RMV Pets is committed to providing quality products to our Merchants. RMV Pets exclusively offers replacements for products that have manufacturing defects, are damaged (excluding damage caused during delivery), are incorrect in terms of product or quantity, exhibit quality issues, or have expired shelf-life. RMV Pets does not offer returns or refunds under any circumstances, except where a replacement is not feasible or possible. In such cases, refunds may be considered solely at RMV’s discretion, and only for products falling within the aforementioned categories.
RMV Pets is committed to providing quality products to our Merchants. We offer replacements for defective or damaged products subject to the terms outlined below.
1.2. Merchants shall inspect all delivered products immediately upon delivery. Any claim for replacement or report of issues must be communicated in writing within a period of 7 calendar days from the date of delivery (“Inspection Period”).
1.3. Claims for the following issues must be reported within the Inspection Period:
• Manufacturing defects
• Damaged products (not caused during delivery)
• Incorrect products or quantities
• Quality issues that render the product unfit for sale
• Products with expired dates.
1.4. Claims for the following will not be accepted:
• Normal wear and tear
• Damage caused by improper handling or storage by the Merchant
• Products that have been used, altered, tampered with, or resold by the Merchant
• Products with tags or packaging removed or damaged by the Merchant
• Damage occurring during delivery by a delivery partner/agent booked or assigned by the Merchant
2. Replacement Process
2.1. For eligible claims, RMV Pets primarily offers product replacements rather than monetary refunds. In exceptional cases where and when replacement is not feasible from RMV’s side, only then refunds shall be considered only for the products as described in Clause 1.1.
2.2. To request a replacement, Merchants must:
• Contact our customer service team at business@rmv.co.in or 9831363689.
• Provide order number, product details, and a description of the issue
• Submit clear photographs of the defective/damaged products when requested
• Return the original products if required by RMV Pets
2.3. Once a replacement request is approved, RMV Pets will arrange for pickup of defective products (if required) and delivery of replacement products at no additional cost to the Merchant.
2.4. Replacement products will be dispatched within 7 working days of claim approval, subject to product availability.
3. Monetary Refund Policy
3.1. Only in exceptional cases where replacement is not feasible or practical, RMV Pets may offer monetary refunds solely at its discretion.
3.2. Monetary refunds will be processed through the original payment method subject to the terms laid down in Clause 3.1:
• For standard payments: Refunds will be processed within 7-10 working days
• For EMI payments: Refunds will be processed as per the terms outlined in Section 4 below
3.3. Refund amounts will not include shipping charges, except in cases where products are found to be defective, damaged (excluding damage caused during delivery), incorrect in terms of product or quantity, have quality issues, or have expired dates, as elaborated in Clause 1.3.
4. EMI Refunds
4.1. For purchases made using EMI options through Razorpay, refunds will be processed in accordance with the policies of the respective banking partner.
4.2. For full refunds on EMI purchases:
• The refund will be processed to the same card used for payment
• The bank will adjust the EMI schedule or cancel remaining EMIs as per their policies
• Any interest or processing fees already charged may not be refundable as per bank policies
• The Merchant may be liable for cancellation charges as determined by the bank
4.3. For partial refunds on EMI purchases:
• The refund amount will be adjusted against the principal amount as per bank policies
• The EMI schedule may continue with adjusted amounts
• RMV Pets is not responsible for any interest charges or GST on interest that may have been applied by the bank
4.4. Processing time for EMI refunds typically takes 7-10 working days but may vary depending on the banking partner's policies.
5. Bulk Order Returns and Replacements
5.1. For bulk orders (exceeding [specific quantity or value]), special return and replacement terms may apply.
5.2. Merchants must notify RMV Pets of any issues with bulk orders within the Inspection Period.
5.3. For bulk orders, RMV Pets may conduct an inspection before approving replacements or refunds.
5.4. Partial replacements or refunds may be offered for bulk orders where only a portion of the products is found to be defective.
6. Contact Information for Refund and Replacement Requests
For any refund or replacement requests, Merchants can contact RMV Pets through the following channels:
• Email: business@rmv.co.in
• Phone: 9831363689
• Operating Hours: 10AM to 7PM (Monday to Friday)
10AM to 4PM (Saturday)
• Address: CG80, Salt Lake City, Sector-II, Bidhannagar, Kolkata-700091, West Bengal.
RMV Pets will respond to all requests within 2 working days.
Conclusion
This Returns and Refunds Policy has been designed to establish clear guidelines for business relationships between RMV Pets and its Merchants. By implementing these policies, RMV Pets aims to provide transparent and fair trading terms while ensuring compliance with Indian consumer protection laws and Razorpay's requirements for EMI payment options.
These policies are subject to periodic review and updates to ensure continued compliance with applicable laws and business practices. Merchants are encouraged to review these policies regularly when placing orders with RMV Pets.