BOONCART – RETURN & REFUND POLICY  

General Return Eligibility and Conditions  

Returns, replacements, or refunds are permitted only under specific circumstances. A return request may be initiated if the product delivered to the Customer is received in a physically damaged condition, is defective, incomplete, missing essential items, or does not conform to the description or images displayed on the Platform. Customers must carefully assess the condition of the product upon delivery.  

All claims must be reported to Booncart within Twenty-Four (24) hours of product delivery. Claims raised after this period may not be eligible for review, unless otherwise required by applicable law or expressly permitted at Booncart’s discretion. Customers must submit appropriate evidence supporting their claim, including but not limited to a clear, uninterrupted unboxing video, photographs of damage or defects, packaging images, courier delivery slips, or any other documentary proof reasonably requested by Booncart.  

The unboxing video requirement is mandatory to safeguard both Booncart and Vendors from fraudulent or unsubstantiated claims. Requests lacking sufficient proof may be declined, and Booncart’s decision after reviewing the evidence shall be final and binding.  

In cases where a return is approved and the product is received back at Booncart’s facility, the vendor fails to accept or inspect the returned goods. If the vendor fails to accept or respond to the return within 30 days, Booncart reserves the right to dispose of or destroy the returned goods and will levy applicable disposal and handling charges to the vendor.  

Categories Not Eligible for Returns  

Certain product categories are inherently non-returnable. Products such as personal-care items, cosmetics, intimate wear, consumables, perishable goods, customized items, and items marked explicitly as “non-returnable” are not eligible for return, except where they are delivered in a defective or damaged condition.  

Preorders and customized or made-to-order goods are also non-cancellable and non-refundable, unless the product delivered is defective, significantly delayed beyond the promised delivery period, or materially inconsistent with the approved specifications. Minor variations in color, texture, or finish that arise from customization processes shall not constitute grounds for return.  

Refund timelines:  

Where refunds are approved in accordance with this policy, the following timelines shall apply:  

Wallet Refunds: Credited within few hours from the time the refund is processed by Booncart.   

Bank Account Refunds (via NEFT / IMPS / RTGS): Credited within 7-10 working days, subject to the Customer’s bank processing cycles.  

UPI Refunds: Credited instantly or within 72 hours, depending on the issuing bank and UPI network response time.  

Payment Gateway Processing Delays: Booncart shall not be liable for delays arising from third-party payment gateways, banking partners, or system outages. Such delays are outside Booncart’s reasonable control, and Customers are encouraged to contact their issuing bank for status updates if the refund is not reflected within the stipulated period.  

Product Condition for Return Approval  

Returned products must be handed over in their original condition, with all tags, labels, user manuals, warranty cards, accessories, freebies, and original packaging intact. Products that show signs of use, physical tampering, or damage not attributable to transit or manufacturing defects may be rejected.  

Customers are responsible for ensuring that the product is packed securely during return pickup to avoid further damage to transit. Booncart and its logistics partners may decline pickup of severely damaged or incomplete return shipments.  

Automatic Rejection Scenarios:  

Return requests shall be automatically rejected in the following situations, without further review, as they fail to meet mandatory return prerequisites:  

No unboxing video is provided, or the video is unclear, interrupted, edited, or fails to show the package being opened from the start.  

Product shows signs of use, including wear, stains, scratches, installation marks, or any usage beyond basic inspection.  

Damage caused by the Customer, including mishandling, improper installation, exposure to liquids, heat, or physical impact after delivery.  

Missing accessories or components due to Customer’s handling, including missing charges, cables, manuals, warranty cards, free gifts, or packaging elements.  

Product exchanged with a different item, counterfeit product returned, or serial numbers tampered with.  

Return filed after the permitted time, window, except where mandated by applicable law.  

Booncart’s evaluation of these conditions shall be final and binding.   

Refund and Replacement Process  

Once Booncart receives the Customer’s return request, our team will validate the evidence submitted. If the claim meets the eligibility criteria, a return pickup will be scheduled. Refunds will be initiated only after the returned product passes quality inspection at the Vendor’s or Booncart’s facility.  

Refunds are typically processed to the original payment method used at checkout, unless otherwise specified. Refund timelines may vary depending on the payment instrument, bank processing times, and external payment gateways. Booncart shall not be responsible for delays caused by third-party financial institutions.  

In applicable cases, Booncart may offer replacement instead of refund, subject to availability and category-specific rules.  

RTO (Return-to-Origin) and Failed Delivery Refund Handling  

If an order is returned to the origin due to Customer unavailability, incorrect address, refusal to accept the order, or unreachable contact details, such orders will be marked as RTO. For prepaid orders, Booncart reserves the right to deduct two-way shipping charges, handling fees, payment gateway charges, and other operational costs before issuing a refund.  

Where the RTO occurs due to courier failure or other reasons not attributable to the Customer, a full refund shall be provided without deductions.  

Repeated RTO behavior may lead to restrictions on placing Cash-on-Delivery (COD) orders, as part of Booncart’s fraud-prevention measures.  

COD Order Confirmation 

To prevent fraudulent or fake Cash-on-Delivery (COD) orders, Booncart may require separate confirmation for COD orders placed through the Platform. Confirmation may be obtained through a phone call, WhatsApp message, SMS, or any other communication method used by Booncart. 

A COD order may be processed for dispatch only after the required confirmation is successfully completed. If the Customer does not confirm the order or cannot be reached for confirmation, Booncart reserves the right to hold or cancel the COD order. 

Repeated failure to confirm COD orders or repeated cancellation/refusal of COD orders may result in restrictions on the Customer’s ability to place future COD orders. 

High-Value Items and Verification Protocol  

For certain high-value categories, Booncart may adopt additional verification measures to prevent misuse. Delivery agents may request OTP confirmation, signature verification, or government-issued ID proof at the time of delivery. Claims for missing items or damages in such categories will be evaluated strictly based on complete unboxing evidence, courier logs, and internal tracking data.  

To safeguard the platform from abuse, Booncart also enforces a strict fraud prevention policy. If a Customer is found to be repeatedly submitting false claims, misrepresenting the condition of products, providing manipulated or incomplete evidence, or engaging in any behavior indicative of fraudulent intent, Booncart reserves the right to restrict or blacklist the Customer’s account. In such cases, Booncart may also disable related contact numbers, addresses, or payment instruments, initiate recovery of losses caused by such misconduct, and report the matter to relevant authorities wherever necessary. Booncart’s determination, based on internal investigation and the evidence available, shall be final and binding.  

Exceptions and Special Cases  

Products that develop functional issues after the return window shall be covered, if applicable, under the manufacturer’s warranty, and Customers must seek assistance directly from authorized service centers. Booncart does not assume responsibility for warranty obligations in the Commission Model unless explicitly stated or required under law.  

For hygiene-sensitive or regulated product categories, Booncart may apply category-specific rules based on safety and compliance requirements.  

Finality of Booncart’s Decision  

Booncart’s assessment of the evidence, product condition, courier reports, and platform logs shall be treated as final and binding in determining return eligibility. Vendors acknowledge that Booncart’s decisions are taken to maintain customer trust and platform integrity and agree not to dispute such determinations except as permitted under applicable law.  

Customer Support and Grievance Handling  

Customers may reach out to [email protected] for assistance with returns or refunds within the stipulated reporting period. Booncart aims to address complaints with diligence and transparency and may coordinate with logistics partners or Vendors where necessary to resolve concerns. All grievances will be handled in accordance with applicable legal requirements and internal escalation procedures.  

Eligible Returns  

You may request a return within 24 hours of delivery only in the following cases:  

Missing Product(s): One or more items from your order were not delivered.  

Damaged Product(s): The item(s) received are damaged, defective, or broken.  

Exchange Product(s): An incorrect product, color, size, or variant was shipped compared to what was ordered. Exchange is subject to product availability.  

Damaged Item(s) in a Kit: If any individual item or component within a kit is found to be damaged or defective, the Customer must provide a clear and uninterrupted unboxing video as proof. Upon verification and approval of the claim, Booncart may provide a refund or compensation for the affected item based on the value of the damaged item in relation to the overall kit value. The approved amount may be credited either to the Customer’s Booncart Wallet or refunded to the Customer’s original/source account, as applicable. 

Process for Returns  

Contact our Customer Support team via email/phone within the return window.  

Provide order details, reason for return, and product photos (if damaged/defective).  

Our team will confirm eligibility and share return instructions.  

Pack the product securely and send it to the address provided.  

Non-Returnable Items  

Orders placed incorrectly by the customer.  

Products returned without valid proof.  

Items are damaged due to mishandling or improper use.  

Any reason other than “missing” or “damaged.”  

Personalized or customized items, except where they fall under the eligible return categories above.  

Payment Path  

Refund Method  

Depending on the nature of the claim, payment method, and applicable circumstances, approved refunds may be processed either to the Customer’s Booncart Wallet or to the original/source account or payment method used for the transaction. For Cash on Delivery (COD) orders, refunds may be processed to the Customer’s registered bank account or UPI ID after successful verification. 

Refund Timelines  

Prepaid orders: refund initiated within [7–15 business days] after pickup & QC verification.  

COD orders: refund initiated within 7–15 business days] of successful verification.  

The bank/UPI/wallet processing time may take an additional [3–7 business days] depending on the provider.  

Refund Path for Exchange Orders  

If an exchange request is approved and replacement stock is available, no refund is issued — the replacement is shipped.  

Important Notes  

All return requests must be raised within 24 hours of delivery through your Booncart account or by contacting our customer support team.  

Requests submitted without proper proof will be rejected.  

Booncart reserves the right to decline any return request that does not meet the conditions outlined in this policy.  

Refunds and replacements are not applicable beyond the eligible return conditions mentioned above.  

This Return & Refund Policy (“Policy”) is issued by Booncart Private Limited (“Booncart”, “we”, “our”, or “us”). It governs the conditions under which customers may request returns, replacements, or refunds for products purchased through our online marketplace, www.booncart.com (“Platform”). This Policy forms an integral part of the Terms & Conditions and applies to all purchases made by customers (“Customer”, “you”, “your”), as well as to all sellers (“Vendors”) who list products on the Platform. By purchasing or listing products on the Platform, the Customer and the Vendor acknowledge and agree to the terms set forth herein.  

Booncart operates as a dual-model marketplace, comprising the Commission Model, where third-party Vendors sell directly to Customers, and the Trade Model, where Booncart itself may undertake the sale. Regardless of the model, this Policy aims to balance customer protection, platform integrity, and fair treatment of Vendors.