Effective Date:2025-10-29
Applies To: All buyers and vendors transacting on wholesellers.shreemati.com
Entity Operating Portal: www.shreemati.com (Trade Name – Shreemati E Shopee)
1. Policy Intent & Scope
This Policy governs cancellations, returns, replacements, and refunds for wholesale (B2B) transactions made on wholesellers.shreemati.com.
It is incorporated by reference into the Wholesale Terms & Conditions, Vendor Agreement, and Shipping Policy.
Because wholesale trade involves bulk quantities and negotiated pricing, consumer-grade return privileges do not apply.
2. Definitions
- Buyer: A registered wholesale purchaser with valid GSTIN or trade license.
- Vendor: A verified seller listing products on wholesellers.shreemati.com.
- Platform: www.shreemati.com operating the sub-domain wholesellers.shreemati.com.
- Dispatch Date: Date the order leaves the Vendor or Platform warehouse.
- Delivery Date: Date shown as “delivered” by the logistics partner.
3. Cancellations
3.1 By Buyer (before dispatch)
- Cancellations are allowed only before dispatch and within 24 hours of order confirmation.
- Cancellation requests must be emailed to shreemati.care@gmail.com with Order ID.
- Approved cancellations receive a full refund minus 1.5 % payment-gateway fee (if charged).
3.2 By Vendor or Platform
- Orders may be cancelled due to stock unavailability, pricing errors, or KYC/GST issues.
- In such cases, the Buyer receives a 100 % refund of any payment collected.
3.3 Post-Dispatch Cancellations
- Once goods are dispatched, cancellation is not permitted.
- Refusal to accept delivery without valid reason may attract a restocking fee of 10 % plus freight.
4. Return & Replacement Eligibility
Because B2B transactions are bulk and commercial, returns are accepted only under specific conditions:
| Reason | Reporting Window | Proof Required | Responsibility |
|---|---|---|---|
| Transit Damage / Broken Seals | Within 48 hours of delivery | Photos + video unboxing | Vendor (if poor packing) / Logistics partner |
| Defective or Non-functional Goods | Within 7 days | Product images + invoice | Vendor |
| Wrong SKU / Quantity Sent | Within 3 days | Delivery Note copy | Vendor |
| Expired or Tampered Stock | Within 7 days | Batch label photo | Vendor |
| Buyer Error (ordered wrong item) | Not eligible | – | Buyer |
Late or incomplete requests will be declined automatically.
5. Return Procedure
- Initiation: Submit request via “My Orders → Return Request” or email shreemati.care@gmail.com
- Verification: Platform reviews eligibility within 2 business days.
- Reverse Pickup: If approved, reverse pickup arranged within 3–5 days; Buyer must pack goods securely.
- Inspection: Vendor inspects returned items within 5 days of receipt.
- Resolution: Replacement or refund processed per Section 6.
6. Refund & Replacement Process
- Replacement: Default option for valid defects, shipped at Vendor’s cost.
- Refund: If replacement unavailable, refund is issued to Buyer’s original payment method within 10–15 working days after inspection approval.
- Refunds cover only product value + GST; freight and incidental costs are excluded unless return is Platform/Vendor fault.
- Platform may deduct applicable TDS/TCS adjustments before payout.
7. Non-Returnable / Final-Sale Categories
The following are not eligible for return or cancellation unless proven defective on arrival:
- Custom-made or made-to-order goods
- Perishables / food / cosmetics
- Clearance or liquidation stock
- Items sold under “no-return” offers
- Digital downloads, gift cards, software licenses
8. Inspection and Quality Verification
- Returned goods must be in original packaging, unused, unwashed, and with all tags intact.
- Any tampering or missing accessories will void refund eligibility.
- Platform’s inspection report shall be final and binding on both Buyer and Vendor.
9. Shipping Charges on Returns
| Scenario | Return Freight Paid By |
|---|---|
| Defective / Wrong Product sent | Vendor |
| Damage due to Courier handling | Logistics partner (if insured) |
| Buyer remorse or wrong order | Buyer |
| Partial order return (not fault of Vendor) | Buyer |
10. Warranty Claims
- Vendors shall honor manufacturer warranties.
- Buyer must contact Vendor or authorized service center.
- Platform assists in coordination but holds no independent warranty liability.
11. Financial Adjustments & Penalties
- Vendors with > 5 % unjustified return ratio may face temporary suspension.
- Platform may debit Vendor settlements for refunds, penalties, or courier charges arising from Vendor error.
- Buyers repeatedly filing false or unsupported claims may be blacklisted.
12. Force Majeure
No party shall be liable for failure to perform obligations due to events beyond control—natural disasters, transport strikes, or regulatory restrictions. Obligations resume once conditions normalize.
13. Dispute Resolution & Jurisdiction
- Parties must first attempt resolution through the Platform’s Grievance Officer within 15 days.
- If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act 1996, venue – Indore (M.P.).
- Courts at Indore (M.P.) and Kolkata (W.B.) hold exclusive jurisdiction.
14. Amendments
The Platform may update this Policy to comply with statutory or operational changes. Updated versions will be published on the website with a new effective date.
15. Contact / Grievance Officer
Email: shreemati.care@gmail.com
Subject: “Wholesale Return & Refund Policy – wholesellers.shreemati.com”
Complaints acknowledged within 48 hours and resolved within 15 working day