At Cholo, we aim to ensure a smooth shopping experience. We understand that sometimes things might not go as planned, and you may need to return a product. This policy outlines how returns and refunds are handled in our marketplace.
1. Eligibility for Return
You may request a return if the product falls under any of the following conditions:
1.1 Damaged or Defective: If the product arrives damaged or is not functioning properly (e.g., broken or defective upon arrival).
1.2 Incorrect Product: If the product delivered does not match the product you ordered (e.g., wrong size, color, or model).
1.3 Incomplete Order: If parts or accessories are missing from the delivered product (e.g., a missing charger or manual).
1.4 Conditions Not Covered:
- Change of Mind: Returns due to a change of mind or “no longer needed” will generally not be accepted, except for selected products where this is specifically allowed.
- Non-Returnable Items: Certain items (e.g., perishable goods, personal hygiene products, or customized items) are non-returnable unless they arrive damaged or incorrect. You can view the full list of non-returnable items [here](insert link).
2. Conditions for Return
To qualify for a return, the following conditions must be met:
2.1 Time Frame: Return requests must be submitted within 7 days of receiving the product. Returns after this period will not be accepted unless covered under a warranty.
2.2 Product Condition: The product must be returned in its original condition, unused, and with all tags, labels, and packaging intact. If the product shows signs of use, we reserve the right to refuse the return.
2.3 Packaging: The product must be returned in its original packaging, including all accessories, user manuals, warranties, and any other items that came with the product.
2.4 Special Products: Products like electronics or fashion items may have specific return requirements (e.g., unbroken seals or labels for fashion items). Ensure you check the product-specific conditions during the return request process.
3. How to Submit a Return Request
To make the return process easy, follow these steps:
3.1 Via the App: Log in to your Cholo account on the app, go to your order history, select the product you want to return, and fill out the return request form with the reason for the return.
3.2 Pack the Item: Securely pack the item in its original packaging, along with any accessories, manuals, and tags.
3.3 Return Shipping:
- For customers in Dhaka and other major cities, Cholo offers free pick-up
- For customers outside these areas, you may need to drop off the package at the nearest Cholo hub or send it via a third-party courier service.
3.4 Return Confirmation: Once your return request is processed, we will notify you and arrange for the pick-up or provide the return instructions.
4. Refund Process
Once we receive your returned item, we will inspect it to ensure it meets the conditions for return. If the return is approved, you will be eligible for a refund. Refunds are issued as follows:
4.1 Refund Options: You can choose one of the following refund methods:
- Cholo Credits: Refunds can be issued as Cholo Credits, which can be used for future purchases on our platform.
- Original Payment Method: For customers who paid via online payment methods, refunds can be credited back to the original method of payment.
4.2 Refund Timeline: Refunds will be processed within 7-15 business days after we have confirmed that the returned item meets the return conditions. The exact timeline may vary depending on your chosen refund method and your financial institution’s processing time.4.3 Partial Refunds: In certain cases, such as damaged packaging or missing accessories, we may approve a partial refund. This will be communicated to you during the return process.
5. Items Not Eligible for Return
Certain products cannot be returned unless they arrive damaged or defective:
- Perishable Goods: Food, beverages, and similar items.
- Personal Care Items: Items like makeup, skincare, or undergarments that have been opened or used.
- Customized Products: Any item that has been personalized, customized, or specially ordered for you.
Check the product page for specific return policies related to your item. The list of non-returnable items is available [here](insert link).
6. Exchange Policy
At this time, Cholo does not offer direct exchanges. If you need a different size or model, please return the item and place a new order.
7. Warranty Claims
If your product develops a fault after the return window has passed, it may be covered by the manufacturer’s warranty. For warranty claims:
- Contact the Manufacturer: Refer to the warranty card or contact the brand directly for repair or replacement.
- Cholo Assistance: For help with warranty claims, you can reach out to our customer support for guidance.
8. Dispute Resolution
If you are unhappy with the outcome of your return request or refund, please contact our customer support team. We are committed to resolving disputes quickly and fairly. In cases where disputes cannot be resolved, they will be referred to arbitration in accordance with local laws.
9. Contact Us
For further assistance with returns or refunds, you can:
- Call us: [Insert Cholo Customer Support Number]
- Email: [Insert Cholo Customer Support Email]
- Visit: [Insert Cholo Website or Help Page]
Final Notes
Cholo reserves the right to update or modify this Return and Refund Policy at any time. Any changes will be communicated through the platform, and continued use of the service implies acceptance of the updated terms.