LELEKART Return, Replacement and Commission Policy for Vendors/Sellers

1. General Overview

At LELEKART, we aim to build a customer-friendly ecosystem that fosters trust and reliability. This policy outlines the responsibilities and processes for vendors/sellers concerning product returns and replacements.

• Vendors are expected to adhere to this policy to ensure a seamless experience for customers.
• Returns and replacements should be handled promptly and efficiently to maintain customer satisfaction and trust in the platform.

2. Return Policy

Returns are applicable under the following circumstances:

• Damage in Product: If the product is damaged during transit or otherwise.
• Mismatch with Quality Description: If the product does not meet the described quality standards.
• Mismatch with Image: If the delivered product differs from the images displayed on the website.

Key Points for Vendors:

• Delivery Charges for Returns: The delivery charges for returned products will be borne by the vendor/seller.
• Return Process:
  • The customer will initiate the return through the website, WhatsApp, or email.
  • The vendor will be notified immediately and is required to acknowledge the return request within 24 hours.
  • Returned products must be inspected by the vendor, and feedback must be provided to the LELEKART admin regarding the product's condition.
• Unboxing Verification: The delivery personnel will unbox the product upon delivery to check for visible damage or discrepancies, reducing the likelihood of unnecessary returns.

3. Replacement Policy

Replacements are applicable under the following circumstances:

• Size Mismatch: If the size differs from what the customer ordered.
• Color Mismatch: If the product color does not match the order.
• Defective or Damaged Product: If the product is found to be defective or damaged.
• Incorrect Item Delivered: If a different product is delivered.

Key Points for Vendors:

• Delivery Charges for Replacements:
  • For the first replacement request of a product, the delivery charge will be borne by the LELEKART admin.
  • For any subsequent replacement requests for the same product, the delivery charges will be paid by the customer.
• Replacement Process:
  • The customer can initiate a replacement request through the website, WhatsApp, or email.
  • Vendors are required to process and dispatch the replacement product within 2 business days after receiving the replacement request.
• Non-Replacement Products: Certain products are excluded from the replacement policy:
  • Perishable goods (e.g., food and flowers)
  • Personal care products (e.g., cosmetics, toiletries)
  • Intimate apparel

4. Communication & Confirmation

• Vendors are expected to maintain clear communication with the LELEKART admin and customers to ensure efficient resolution of returns and replacements.
• All returns and replacement requests will be tracked and managed through the LELEKART platform.

5. Rates and Commissions

At LELEKART, we ensure transparency and fairness in our rates and commissions to foster long-term trust with our valued vendors:

• Commission Structure: For each product, the commission is set at 15% or INR 1000, whichever is lower, ensuring that you retain a competitive edge without any hidden costs or discrepancies.
• Delivery Charges: Delivery charges are extra and calculated based on the location, offering a fair and region-specific approach.
• Payment Timeline: Vendors can expect prompt payments, with settlements completed within a maximum of 15 days. For faster transactions, payments may be processed in as little as 1 day upon completing all settlements.

6. Vendor Responsibilities

• Ensure accurate product descriptions, images, and specifications to minimize discrepancies.
• Respond promptly to return and replacement requests to maintain a high service standard.
• Accept and inspect returned products in a timely manner, providing feedback to the LELEKART admin.
• Adhere to the guidelines outlined in this policy to support LELEKART's mission of providing an exceptional customer experience.