Return Policy
Return and exchange
Stepller offers a very flexible Return & Exchange policy. If your customer is not satisfied with the order, you can easily return/exchange the product using our app itself. However, there are a few basic rules to be eligible:
· Product has to be in original & unused state
· Request has to be raised within 7 days of delivery
· We accept the request if there is a mismatch in quality, size, color or design or in case an item is missing/wrong in a buy order
· Some items may or may not be available in return and exchange. Please read out the terms and condition carefully.
NOTE: We do not offer returns on bulk orders.
How to return items?
You can return the products purchased on the Platform within the specified return/exchange period provided on the product description page. To return a product, please follow the steps mentioned below:
a. If a product is eligible for return, the user will be able to initiate the return request under the ‘My Orders’ section.
b. Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.
c. After the ‘return request’ has been raised, Return ID will be generated by Stepller..
d. In case you purchase multiple products in a single order, return requests for individual items can also be raised.
e. Once a return request is raised, Stepller. Shall analyses the request and accordingly process the request internally. All return / exchange claims shall be subject to Stepller’s discretion.
f. If you have scheduled a pick – up for returning the product, please keep the items ready to be picked up by the delivery partners.
g. Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.
h. At the time of pick up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product.
i. Please note that the product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Stepller. by writing to [email protected] Such request may be accepted at Stepller’s sole discretion and subject to the new address being in serviceable area.
j. Further, on receipt of returned product, the product shall undergo a quality check. If the product returned in an acceptable condition, as determined by Stepller. at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund/exchange shall be initiated.
Can my order be exchanged?
All products which are returnable are eligible to be exchanged, subject to the return options mentioned hereinabove. However, there may be certain products which are not eligible for return but are eligible for exchange. Further, exchange is subject to stock availability and subject to your address being serviceable for exchange. In the event that a product for which only exchange is available as per the product description page, the user can opt for a ‘call me back’ option and the returns will be enabled for that user once it is found that the return has been initiated for genuine reasons on the sole discretion of Stepller.
The exchange request must be raised within the return window period specified on the product detail page.
In case of exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference amount and if the cost of the new product is less than the original product delivered, the difference amount will be refunded.
Further, once a product has been exchanged, there cannot be any more exchanges on the same order.
How to exchange items?
You can exchange the products purchased on the Platform within the specified exchange period, unless the product description page specifies that the product is not exchangeable. It is hereby clarified that exchange in this policy means exchange with the same product and not with a different product. To exchange a product, please follow the steps mentioned below:
Stepller offers a very flexible Return & Exchange policy. If your customer is not satisfied with the order, you can easily return/exchange the product using our app itself. However, there are a few basic rules to be eligible:
· Product has to be in original & unused state
· Request has to be raised within 7 days of delivery
· We accept the request if there is a mismatch in quality, size, color or design or in case an item is missing/wrong in a buy order
· Some items may or may not be available in return and exchange. Please read out the terms and condition carefully.
NOTE: We do not offer returns on bulk orders.
How to return items?
You can return the products purchased on the Platform within the specified return/exchange period provided on the product description page. To return a product, please follow the steps mentioned below:
a. If a product is eligible for return, the user will be able to initiate the return request under the ‘My Orders’ section.
b. Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform.
c. After the ‘return request’ has been raised, Return ID will be generated by Stepller..
d. In case you purchase multiple products in a single order, return requests for individual items can also be raised.
e. Once a return request is raised, Stepller. Shall analyses the request and accordingly process the request internally. All return / exchange claims shall be subject to Stepller’s discretion.
f. If you have scheduled a pick – up for returning the product, please keep the items ready to be picked up by the delivery partners.
g. Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.
h. At the time of pick up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product.
i. Please note that the product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Stepller. by writing to [email protected] Such request may be accepted at Stepller’s sole discretion and subject to the new address being in serviceable area.
j. Further, on receipt of returned product, the product shall undergo a quality check. If the product returned in an acceptable condition, as determined by Stepller. at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund/exchange shall be initiated.
Can my order be exchanged?
All products which are returnable are eligible to be exchanged, subject to the return options mentioned hereinabove. However, there may be certain products which are not eligible for return but are eligible for exchange. Further, exchange is subject to stock availability and subject to your address being serviceable for exchange. In the event that a product for which only exchange is available as per the product description page, the user can opt for a ‘call me back’ option and the returns will be enabled for that user once it is found that the return has been initiated for genuine reasons on the sole discretion of Stepller.
The exchange request must be raised within the return window period specified on the product detail page.
In case of exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference amount and if the cost of the new product is less than the original product delivered, the difference amount will be refunded.
Further, once a product has been exchanged, there cannot be any more exchanges on the same order.
How to exchange items?
You can exchange the products purchased on the Platform within the specified exchange period, unless the product description page specifies that the product is not exchangeable. It is hereby clarified that exchange in this policy means exchange with the same product and not with a different product. To exchange a product, please follow the steps mentioned below:
a. If a product is eligible for exchange, the option shall be available against the product under ‘My Orders’ section.
b.Create a ‘exchange request’ under the ‘My Orders’ section on the Platform and follow the screens that are prompted.
c. In case you purchase multiple products in a single order, exchange requests for individual item can also be raised.
d. After exchange request has been raised, Exchange Id will be generated.
e. Keep the items ready for exchange pick up. Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.
f. Once the original product is handed over to the delivery agent, the exchanged product will be delivered to you separately.
g. At the time of pick up, the delivery agent may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such quality check, the product shall not be exchanged, and no refund shall be made against such product.
h. The product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Stepller. by writing to [email protected] Such request may be accepted or rejected at Stepller’s sole discretion and subject to the new address being in serviceable area.
i. Further, on receipt of returned product, the product shall undergo a quality check. If the product is in an acceptable condition, as determined by Stepller. at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund shall be initiated.
What are the return and exchange guidelines?
Prior to creating a return or exchange requests on the platform, you shall ensure that, the product which is being return either for returning the product or for exchanging the product:
d. After exchange request has been raised, Exchange Id will be generated.
e. Keep the items ready for exchange pick up. Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.
f. Once the original product is handed over to the delivery agent, the exchanged product will be delivered to you separately.
g. At the time of pick up, the delivery agent may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such quality check, the product shall not be exchanged, and no refund shall be made against such product.
h. The product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Stepller. by writing to [email protected] Such request may be accepted or rejected at Stepller’s sole discretion and subject to the new address being in serviceable area.
i. Further, on receipt of returned product, the product shall undergo a quality check. If the product is in an acceptable condition, as determined by Stepller. at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund shall be initiated.
What are the return and exchange guidelines?
Prior to creating a return or exchange requests on the platform, you shall ensure that, the product which is being return either for returning the product or for exchanging the product:
a. must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards and other accessories intact;
b. must not be damaged in your possession;
c. Must be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
d. must not be used or altered;
e. must be the same product that was delivered to you; and
f. must be returned within the return window specified against a product on the product detail page.
Further, IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned product should match the records of Stepller.. Any additional conditions provided in the product details against each product shall be applicable as well.
Further:
b. must not be damaged in your possession;
c. Must be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
d. must not be used or altered;
e. must be the same product that was delivered to you; and
f. must be returned within the return window specified against a product on the product detail page.
Further, IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned product should match the records of Stepller.. Any additional conditions provided in the product details against each product shall be applicable as well.
Further:
a. Your address and the item that you wish to return must be eligible for return.
b. If the return is not eligible for pickup, a return option will not be available
c. Once the return is received, you will be provided with a refund or exchange, as requested.
d. If you intend to return an electronic device that stores any personal information, you must remove/deleted all such personal information from the device prior to returning. Stepller. shall not be liable in any manner whatsoever for any use of such information. Such electronic device should be formatted, and screen lock should be disabled.
e. No return, exchange shall be accepted if warranty card, if any, is missing while return, or exchange of product.
b. If the return is not eligible for pickup, a return option will not be available
c. Once the return is received, you will be provided with a refund or exchange, as requested.
d. If you intend to return an electronic device that stores any personal information, you must remove/deleted all such personal information from the device prior to returning. Stepller. shall not be liable in any manner whatsoever for any use of such information. Such electronic device should be formatted, and screen lock should be disabled.
e. No return, exchange shall be accepted if warranty card, if any, is missing while return, or exchange of product.
The products available on the Platform are usually returnable within 7 days of delivery. However, specific details in relation to each product are mentioned in the product description. Further, a product which has been returned/exchanged cannot be returned/exchanged again.
How will I get my refund?
How will I get my refund?
a. Refund will be credited to the same source of payment from which payment was received, after deducting the cost of return (where applicable), once returned is received.
b. If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product.
c. In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.
d. If you have made the payment through your bank account, the refund will be credited to the same bank account from which payment was received after deducting the cost of return (where applicable), once the return is received.
e. If you have made the payment as cash on delivery, you will be asked to provide us with your bank account details and the refund amount will be credited to the bank account details provided by you. Stepller. shall not be liable to you in case incorrect bank account details have been provided by you.
f. In case of any discrepancies regarding receipt of refund amount, Stepller. may request for additional information such as bank statement or any other relevant document.
When will I get my refund?
Following are the processing timelines after the product is received by us or when the seller notifies us of the receipt of the products.
Refund Method
Refund Time Frame
Credit Card, Debit Card, Net Banking, UPI Linked Bank Account
3-7 Business Days
Cash on Delivery (Refund to Bank Account in the event that the conditions for Instant Refund mentioned below are not met)
3-7 Business Days after updating the bank account details
Stepller. Balance
3-7 Business Days
Instant Refund:
Stepller offers instant refund whereby the refund will get within 4 (four) hours of the product being picked up and marked by the delivery partners as successfully picked up (“Instant Refund”). The refund will be reflected to the bank account within 3 -7 Business Days. The following are the conditions which are required to be met for the return to be eligible for an Instant Refund:
a. Instant Refunds are only available for cash on delivery orders.
b. If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product.
c. In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.
d. If you have made the payment through your bank account, the refund will be credited to the same bank account from which payment was received after deducting the cost of return (where applicable), once the return is received.
e. If you have made the payment as cash on delivery, you will be asked to provide us with your bank account details and the refund amount will be credited to the bank account details provided by you. Stepller. shall not be liable to you in case incorrect bank account details have been provided by you.
f. In case of any discrepancies regarding receipt of refund amount, Stepller. may request for additional information such as bank statement or any other relevant document.
When will I get my refund?
Following are the processing timelines after the product is received by us or when the seller notifies us of the receipt of the products.
Refund Method
Refund Time Frame
Credit Card, Debit Card, Net Banking, UPI Linked Bank Account
3-7 Business Days
Cash on Delivery (Refund to Bank Account in the event that the conditions for Instant Refund mentioned below are not met)
3-7 Business Days after updating the bank account details
Stepller. Balance
3-7 Business Days
Instant Refund:
Stepller offers instant refund whereby the refund will get within 4 (four) hours of the product being picked up and marked by the delivery partners as successfully picked up (“Instant Refund”). The refund will be reflected to the bank account within 3 -7 Business Days. The following are the conditions which are required to be met for the return to be eligible for an Instant Refund:
a. Instant Refunds are only available for cash on delivery orders.
b. The product which is being returned should have successfully undergone a quality check by the delivery partners and should have been marked as successfully picked up for return on the systems of Stepller. Stepller reserves the right to not accept the return in the event the product is damaged, incorrect or for such other reasons as Stepller. deems fit.
c. In the event where the delivery partner is unable to mark the product as successfully picked up in the systems of Stepller as a result of technical issues, Stepller. shall not be liable to process the Instant Refund.
d. Further, Stepller shall not be held liable for not processing the Instant Refund for reasons attributable to the delivery partner, which include instances as, product being marked canceled instead of picked up, tracking details not available for the product picked up, etc. In such instances, Stepller may not be able to process the Instant Refund.
e. Instant Refunds will not be processed in case of instances whereby the systems of Stepller cannot generate a refund without manual intervention, i.e., it is not a system generated refund. Manual intervention is typically required in the following instances:
i.In the event the refund request is raised for a missing product or a product that was not delivered to the customer.
iv.In the event that the delivery partner is unable to update accurate details in the systems of Stepller regarding the product that has been picked up including tracking details for the product.
v.In the event the customer has opted for self-shipment, for any reason, and not routed the return via the delivery agents assigned by Stepller In the event that the customer has mistakenly returned additional products along with the products for which the return was initiated.
f. Instant Refunds are not available for customers who have purchased products from Resellers on the Stepller platform. Stepller may not be able to process Instant Refunds in the event of unavailability of services due to any reason including technical issues and downtime, which may include: (a) downtime in the bank servers which will hamper Stepller’s ability to process the refunds, (b) downtime in the Stepller platform or communication channel which disrupts the ability of the delivery partner to update the status of the pickup, or (c) other technical reasons which disrupts the process of return and refunds, as may be applicable.
g. Instant Refunds will not be processed if the bank details or UPI ID is not provided or is inaccurate.
Stepller reserves the right in its sole discretion to refuse Instant Refund for reasons including but not limited to: (i) any fraud or malpractice mitted by the user and detected by Stepller at any point of time, (ii) for any other reason that Stepller. may deem fit.
Miscellaneous
Please note that all the customer claims and requests for return/refund shall be subject to Stepller’s satisfaction.
Stepller reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes.
For any further queries regarding return, exchange or refund, please reach out to customer support at [email protected]
