Contents 16 sections
This Refund and Return Policy (“Policy”) explains when a buyer may request a refund or return for an order placed through the Dada Udyogini website, application or related services (collectively, the “Platform”). Please read this Policy together with the Platform’s Terms and Conditions and any product-specific terms displayed at the time of purchase.
1.Scope and Important Information
This Policy applies to refund and returns requests for purchases made through the Platform. A “refund” means repayment of all or part of the amount paid for an order. A “return” means the physical collection and movement of an item from the buyer back through the designated delivery partner.
Dada Udyogini does not currently offer exchanges or replacements as a standard Platform process. Nothing in this Policy is intended to exclude or limit any right or remedy that a buyer may have under applicable law, including applicable consumer-protection, product-safety or other mandatory legal requirements. Where applicable law provides a higher or non-waivable protection, that law will prevail.
2.Definitions
- “Buyer” means a person who places an order through the Platform.
- “Seller” means the person or business offering the product through the Platform.
- “Platform Fee” means the fee stated at checkout, currently calculated at 2% of the product value, together with applicable taxes on that fee.
- “Refund-only case” means an approved refund for which the item does not need to be returned.
- “Return-linked case” means an approved return for which the refund is initiated after the delivery partner picks up the item.
- “Return/Refund Window” means seven (7) days from completion of delivery, subject always to applicable law.
- “Business Day” means a day other than a Sunday or public holiday on which relevant banking services are generally available.
3.When a Refund May Be Available
Subject to verification, approval and applicable law, a buyer may request a refund in the following circumstances:
3.1Cancellation by the Buyer Before Dispatch
Where the buyer cancels an order before dispatch, the buyer may receive a refund of the amount paid, excluding the Platform Fee and applicable tax charged on that fee, subject to applicable law and the checkout disclosures.
3.2Cancellation by the Seller or Platform
Where an order is cancelled by the seller or the Platform, the refund will generally be processed for the amount paid, excluding the Platform Fee and applicable tax charged on that fee, subject to applicable law. This fee treatment must be reviewed and approved by Dada Udyogini before publication, particularly where the buyer is not responsible for the cancellation.
3.3Order Not Delivered or Lost in Transit
If an order is not delivered or is confirmed to have been lost in transit, the buyer may raise a support ticket. After verification and approval, the refund will generally cover the amount paid excluding the Platform Fee and applicable tax charged on that fee, subject to applicable law.
3.4Wrong, Damaged, Defective or Partly Missing Item
If the item delivered is wrong, damaged, defective or partly missing, the buyer may raise a ticket within the Return/Refund Window. Where a return is required, the refund will be initiated after the delivery partner collects the item. If the entire item is missing and there is no item to return, the case may be handled as a refund-only case.
3.5Item Not as Described or Incorrect Variant
If the item materially differs from the product listing, including the description, material, size, colour or variant ordered, the buyer may raise a ticket within the Return/Refund Window. If approved, the item must be made available for pickup where a return is required.
3.6Duplicate or Failed Payment
If a payment is debited more than once for the same transaction, or payment is debited but the order/payment transaction fails, the buyer may be eligible for a refund of the full amount debited, including the Platform Fee and tax charged on that fee, after verification.
3.7Incorrect Price or Tax Charged
If the buyer believes an incorrect price or tax was charged, the buyer should raise a support ticket with the order and payment details. After verification, any refund due will be processed in accordance with applicable law and the approved resolution.
3.8Change of Mind
Refunds or returns are not ordinarily offered merely because a buyer changes their mind, no longer wants the item, or ordered the wrong item, unless required by applicable law or expressly stated otherwise for the relevant product.
4.Refund Amount and Charges
- For approved cases other than duplicate or failed payments, the refund amount is generally the amount paid for the product, delivery charge and applicable product taxes, excluding the Platform Fee and tax charged on that fee, subject to applicable law.
- For a verified duplicate or failed payment, the full amount debited for the relevant transaction, including the Platform Fee and tax charged on it, will be refunded.
- Refund calculations will be made to the exact amount payable. No handling fee or return-shipping fee will be charged to the buyer for an approved return under this Policy.
- A credit note or other legally required refund document may be generated for the amount refunded.
- Any treatment of taxes, invoices or credit notes will be carried out in accordance with applicable tax law.
5.Return Eligibility and Conditions
A return request must ordinarily be raised through the Platform within seven (7) days after delivery is complete. The buyer should:
- Submit the request through the Platform’s ticket/support process and identify the order and item concerned.
- Provide clear and accurate information about the issue and any supporting photographs or video reasonably requested by support.
- Keep the item, accessories, tags, seals and original packaging available for collection, where applicable.
- Return the item in its original packaging and in the condition required for verification.
- A return may be declined where verification reasonably establishes that the item was damaged by the buyer, has been used beyond what is reasonably necessary to inspect it, or has broken tags or seals, subject to applicable law and the nature of the product. These conditions do not restrict any mandatory rights the buyer may have for defective, unsafe, misdescribed or otherwise legally non-compliant goods.
6.How to Request a Refund or Return
- Open the relevant order in the Platform and raise a refund or return ticket through the available support/ticket process.
- Describe the issue and select the affected item(s). Partial returns may be requested for selected items in an order.
- Upload clear supporting evidence, if requested. This may include photographs of the item, packaging and shipping label, and a short video for damage, defect or missing contents.
- Dada Udyogini support will review the ticket and may ask for additional information in the ticket chat.
- If the request is approved and a return is required, a pickup will be arranged through the designated delivery partner. The buyer must make the item available for pickup.
- For refund-only cases, the refund is processed after the issue is verified and the request is approved. For return-linked cases, the refund is initiated after pickup, subject to approval and system processing.
7.Verification and Decisions
The support team may verify the order, delivery status, product listing, photographs or video, packaging, item/variant received and any prior ticket relating to the same item. Support may refer a case to an authorised person for further review. Dada Udyogini may reject a request where the information provided does not substantiate the claim, subject to applicable law.
If a request is rejected, the buyer will be informed of the decision and the recorded reason through the ticket or Platform notification. The buyer may raise a new ticket or request a review by providing additional information. Any review process under this Policy does not limit statutory remedies available to the buyer.
8.Pickup, Return Shipping and Transit
Where a return is approved, the Platform or its designated delivery partner will arrange pickup as communicated through the Platform. The buyer should hand over the correct item in its original packaging. The delivery partner may check the item at pickup against the order details.
No return-shipping charge will be imposed on the buyer for an approved return under this Policy. The cost will be allocated between Dada Udyogini and the delivery partner, as applicable under their arrangements. The seller will not be charged for a refund under the current Platform process.
If an item is lost or damaged during return transit and the delivery partner is found responsible, the delivery partner’s compensation responsibility is currently capped at ₹2,000 per item, with any excess borne by the Platform. This allocation is an internal arrangement between the Platform and delivery partner and does not reduce any mandatory rights the buyer may have under applicable law.
9.Refund Method and Processing Time
Refunds will ordinarily be made to the original payment method used for the order. The Platform currently uses Razorpay as its payment gateway. Depending on whether the payment remains with the gateway or has already been settled to the Platform, the refund may be processed through the gateway or by the Platform’s accounts team.
After a refund is approved and initiated, the expected time for the amount to appear in the buyer’s account is generally five (5) to seven (7) days. Actual timing may vary depending on the payment provider, bank or original payment method. The buyer will be provided with the available refund status and bank/payment reference ID. If the refund does not appear within the indicated period, the buyer should contact support with the order details and reference ID.
Once a refund has been submitted to the payment provider or bank, it may not be possible for the Platform to cancel it. If a refund fails or is rejected by the bank, the Platform will contact the buyer through the available support channel to determine the appropriate next steps.
10.Platform Fee and Seller Settlement
The Platform Fee is currently 2% of the product value and is generally non-refundable except in duplicate or failed payment cases, subject to applicable law. Sellers are ordinarily settled seven (7) days after delivery is complete. Under the current process, the seller does not bear the cost of an approved refund; the Platform or delivery partner bears the cost as applicable. Seller settlement and tax accounting will be handled in accordance with applicable law and the relevant seller terms.
11.Products Requiring Special Treatment
For food, perishable, hygiene-sensitive, sealed or other regulated products, eligibility may depend on the product type, applicable law, safety requirements and the facts of the case. The Platform should display any product-specific restrictions before purchase. Nothing in this Policy prevents a buyer from reporting a product that is unsafe, expired, tampered with, contaminated, materially misdescribed or otherwise non-compliant with applicable law. Dada Udyogini should confirm and publish any product-specific rules before applying them to buyers.
12.Notifications and Records
Ticket and refund updates may be communicated through in-app notifications or the ticket interface. The Platform may retain order details, ticket information, supporting evidence, communications, verification notes, decisions, pickup/delivery events, refund amounts and payment reference IDs for operational, audit, dispute-resolution and legal-compliance purposes, in accordance with applicable law and the Platform’s privacy policy.
13.Misuse and Inaccurate Claims
Buyers must provide truthful information and must not submit fabricated, altered or misleading evidence. Where there is reasonable evidence of misuse or fraud, Dada Udyogini may investigate and take proportionate action permitted by applicable law and the Platform’s Terms and Conditions. Any such action will not remove rights that cannot lawfully be excluded.
14.Limitation and Applicable Law
This Policy is governed by the laws of India. It must be read subject to applicable Indian law, including consumer-protection and e-commerce requirements. Nothing in this Policy excludes liability or remedies that cannot legally be excluded, or prevents a buyer from approaching a competent consumer commission, regulator or other lawful forum.
15.Policy Updates
Dada Udyogini may update this Policy from time to time. The version published on the Platform will state its effective date. Changes will apply prospectively unless applicable law requires otherwise. Buyers should review the Policy before placing an order.
16.Contact and Support
For refund or return assistance, please raise a ticket through the Dada Udyogini Platform.
Support email: support@dadaudyogini.com
Registered entity name: Dada Udyogini
Registered office address: Chondhe Complex, Survey Gate No. 499, Mulshi Road, Bhugaon, Pirangut, Pune, Maharashtra-412115.