CANCELLATION, RETURN AND REFUND POLICY
The GAP Stores (“GAP”/ “Store”) are managed and operated by Reliance Retail Limited, a company incorporated under the laws of India, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai – 400 002, Maharashtra, India (“Reliance”, “we”, “us” or “our”). Reliance is manages and operates the websites GAP.in and the corresponding mobile and tablet applications thereof (collectively referred to as the “Platform(s)”), through which it, inter alia, offers a diverse range of fashion and lifestyle products listed on the Platform from time to time (“Product(s)”), to the users of the Platform (“User(s)” or “you” or “your”). Capitalized terms used but not defined shall have the meanings ascribed to such terms in the Terms of Use .
We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return on the Platform. While transacting on the Platform, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.
The Terms of Use published on the Platform are incorporated herein by reference. This cancellation, return, and refund policy (“Policy”), together with the Terms of Use, sets out Reliance’s procedures and policies in accepting: (a) cancellation, (b) Product return once the Product is delivered to the User, and (c) refund thereof. Any cancellation or refund of Products by you is subject to the terms and conditions set out under this Policy.
1. APPLICABILITY OF POLICY
1.1. By agreeing to use the Platform and/or initiating a request for purchase of Product(s) on any of the Platforms, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Platform and forthwith leave and stop using the Platform.
1.2. Reliance reserves the right to alter and enforce this Policy at any time without prior notice to the User. Please note that we may, from time to time, update the terms of this Policy governing the return, refund, or cancellation of an order for Products on the Platform. Any changes to this Policy will generally apply prospectively and will not have a retrospective effect, unless otherwise specified. If the Policy changes for a Product purchased by a User under the previous Policy, the original Policy will continue to apply to that specific Product. For any order placed after the Policy, the revised Policy will be applicable. Hence, it is recommended that you review this Policy each you use the Platform to purchase Products to ensure you understand the terms and conditions applicable at the time of placing your order. Reliance, at its sole discretion, will notify Users of any changes to the Policy by posting a notice on the homepage of the Platform.
2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS
2.1. CANCELLATION OF PRODUCTS:
2.1.1. You may cancel your order for Products either partially or fully, prior to the packing and invoicing of the Products.
2.1.2. After successfully placing an order for Products on the Platform and once Reliance has handed over the Product(s) to its logistic partner, if you change your mind regarding the order (including instances of tampered/torn/opened Product packages at the time of delivery of Product), you may refuse to accept the shipment of such order of Products when our Logistic Partner attempts the delivery at your address. For assistance, you can always reach out to us at customerservice@ril.com or via the “Contact Us” section on the Platform.
2.1.3. On receipt of the cancellation request prior to Products being packed and invoice being generated, we shall cancel the order of Products and initiate the refund for the Products within 10 business days from the receipt of the cancellation request from you. The amount shall be refunded to you through the same mode of payment used by you for the purchase of the Product unless the payment method selected was cash on delivery, in such case no refund shall be applicable.
2.1.4. The User is not allowed to cancel the order for Products after the Products have been packed and invoice has been generated in relation thereof. If any User sends an email to us requesting cancellation of the order of Products after the Products have been packed and invoice has been generated in relation thereof, we cannot guarantee such order cancellation in case the Product is already packed and invoiced by the time we check and respond to User’s email. In such cases, the User may choose to refuse to accept the delivery of the order of Products when our Logistic Partner attempts the delivery at User’s address and let unwanted order of Products be returned to us by our Logistic Partner. If, at the time of delivery of order of Products by our Logistic Partner, the User notices or is aware that the Product package is either tampered and/or torn and/or open, then the User may reject the shipment of such order of Products when our Logistic Partner attempts the delivery at the User’s address and intimate the concern by emailing us at customerservice@ril.com or contacting us via the “Contact Us” section on the Platform.
2.2.1. Subject to the category-wise terms as set forth under Annexure A to this Policy, you may initiate the request for return of the Product if: (i) the Product is damaged; (b) both the Product and shipping package have been damaged; (iii) the Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory are missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the Platform; or (vii) you are dissatisfied with the quality of purchased Product due to size issue, fit issue, colour issue, manufacturing defects, shrinkage in fabric, colour bleeding (each referred to as “Non-Compliant Product”). For the Products purchased on the Platform, you shall initiate such requests for return of Products in accordance with the terms set forth under Annexure A to this Policy (“Return Period”);
2.2.2. While raising a request for return on the Platform, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Products being returned comply with the conditions set out under this Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odor.
2.2.3. You shall keep the Products in its unused, original condition, along with the original invoice/sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy. In case we find that the returned Products does not meet the criteria mentioned under this Policy, we reserve the right to reject the return of Products and refuse refunds in relation thereof.
2.2.4. If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly, post verification, accept or reject the request for return of the Products. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Products received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit. You agree that our decision in relation thereof is final and binding on you.
2.2.5. Your return will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers, if applicable), along with the price tag intact including original packaging of the Product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage or defect to the Products having occurred post-delivery of the Products while in your possession, etc.
2.2.6. You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Products (defined below), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you or a third party or any depreciation in the value for other reasons will not deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
Reliance shall not accept return or refund requests raised for certain category of Products, including but not limited to the following Products, except in accordance with paragraph 2.2.10. below (“Non-Returnable Products”):
2.2.7.
b. Inner wear;
c. Idols and coins;
d. Decor & Gifting;
e. Some products in Night & Loungewear;
f. Clothing Accessories like Gloves & Masks, Handkerchiefs;[RM12]
Additionally, you should always check the Products display page on the Platform for the return and exchange policy applicable to those specific Products. You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions:
2.2.8.
(i) The Product has not been worn, washed, cleaned or tampered with by you.
(ii) The price tag/bar code, brand tags, original packaging material including brand boxes and protective coverage, accompanying accessories are intact and not altered, damaged or discarded by you.
(iii) The serial number/IMEI number/bar code of the Product, as applicable, should match with Reliance’s records.
(iv) The accessories delivered with the Product (if any) are returned along with the Product, in an undamaged, unaltered conditions.
(v) The Product is not altered, unless proven vendor defect.
(vi) Return is being initiated against the order under which it was bought and from same account and the serial number/bar code of the Product matches our records.
(vii) The gifts accompanying the purchased Product have been returned, or upon being returned, do not show signs of being used, washed, or defect.
(viii) There is no foul odour, perfume, stains, dents, scratches, tears or any form of damage or defect on the Product.
(ix) The Product(s) if bought as a set should be exchanged as the complete set.
(x) Products returned should be unused, undamaged, unwashed and in a saleable condition.
(xi) We are satisfied that the Product has not been rendered defective, damaged or unusable.
(xii) User has not breached any terms of this Policy.
2.2.9. We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product or is not in a sellable condition as it does not satisfy the conditions mentioned in paragraph 2.2.8 above, Reliance shall have the right, exercisable at its sole discretion, to: (i) refuse to accept the return of such Product; and/or (ii) either (a) refuse to process any refund in relation thereof; or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
2.2.10. Subject to User satisfying the conditions mentioned in paragraph 2.2.8 and 2.2.9 above, the User can only return Non-Returnable Products if there are defects and deficiencies in the Products (attributable to and accepted by Reliance after due verification at its sole discretion) such as damaged-in-transit Products; or if incorrect Products were shipped to the User; or if there are missing components of the Products; or empty sealed packages of the Product delivered, and not for any other reasons. The User shall initiate a request for returning such Non-Returnable Products on the Platform not later than 5 days from the date of delivery of such Products.
2.2.11. Subject to the terms of this Policy, Reliance also accepts partial returns wherein User can raise a return request for one or all Products except in case of Bundled Packages (defined below).
2.2.12. The process for initiating the process for raising a return/refund/exchange request is as follows:
(i) Please login with your credentials and visit the “My Account” section of the Platform.
(ii) Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a return ID. Kindly email an image of the Product and the invoice for our reference or upload it on the Platform as per the instruction provided.
(iii) At the time of creation of the return/refund request, the refund shall be processed through the same mode of payment used to purchase the Products. If the User originally opted for cash on delivery as the payment method, the User, the User must provide their bank account details before the refund can be processed Notwithstanding anything to the contrary, if the original mode of payment was via a Gift Card, the refund shall only be issued in the form of a Gift Card, and no alternative will be provided.
(iv) The Products will be picked up within the timelines intimated by Reliance.
(v) Reliance will initiate the refund or replacement process only if the Products are received in accordance with this Policy.
(vi) On certain select days as specified by Reliance separate policies may be applicable.
2.2.13. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Reliance to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package. It is hereby clarified that if the Bundled Package consists of any Non-Returnable Product along with other Products, the User shall return all other Products except the Non-Returnable Products.
2.2.14. Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you and delivering it to Reliance. While Reliance has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, Reliance has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where Reliance is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to Reliance’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return. Upon self-shipping the Product to Reliance’s warehouse, the User shall be required to scan and email the courier/postal receipt to customerservice@ril.com for Reliance’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at Reliance’s returns desk/warehouse. For all above-mentioned self-shipment of Products, the User shall be fully responsible for any service deficiencies including but not limited to delays, lost in transit, damage, etc. to the Products due to any negligence or default of the courier partner chosen by User for self-shipment and we shall not be held responsible or liable for the same in any manner whatsoever.
2.2.15. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 2.2.13 above and Reliance does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to Reliance to prove his/her claim of return of Products through self-shipment to Reliance. It is specifically clarified that any refunds shall be processed by Reliance only upon it receiving the returned Products in sellable condition and concluding required quality checks including the conditions mentioned under paragraph 2.2.8 and 2.2.9 above. User shall be solely responsible for any defect, damage and/or deficiencies including delays, lost in transit, etc. to the Product caused in transit while self-shipping the Product to Reliance.
2.2.16. If any User has excessive returns in their account, we may charge a standard convenience fee for future orders placed by such User. Such convenience fee charged shall be shown to the User before placing any order of Products on checkout page of the Product as a separate charge and such convenience fee charged is non-refundable. For Users with high returns and unaccepted shipments of order, Reliance may at its discretion disable cash on delivery payment option for such Users and you agree that our decision in relation thereof is final and binding on you. Reliance also reserves the right to disable User accounts if we determine that the User has willfully violated the terms of this Policy including other policies of the Platform and has exceptionally high returns.
3. REFUNDS
3.1. At the time of raising a request for return or cancelling the Products on any of the Platforms, you may seek refund for the Non-Compliant Product. Such refund will be made to the you only in the event the payment has been received by us for the Products returned or cancelled.
3.2. Please be informed that when you opt to cancel or return the Products, upon our receiving, verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7 - 10 business days from the date of us receiving the Products and verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us in this Policy are fulfilled, such as the Product being returned in original saleable condition without any defect or damage, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein and all the conditions mentioned under paragraph 2.2.8 and 2.2.9 above being satisfied. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. You agree that our decision in relation hereof is final and binding on you.
3.3. Refunds shall be processed by Reliance through the same mode of payment used to purchase the Products. If the User originally opted for cash on delivery as the payment method, the User must provide their bank account details before the refund can be processed. Notwithstanding anything to the contrary, if the original mode of payment was via a Gift Card, the refund shall only be issued in the form of a Gift Card, and no alternative will be provided.
3.4. We do not make any cash refunds. The amount will be refunded to you within 7-10 business days of us approving the refund subject to the terms of this Policy, depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
3.5. Refund to be made to the User shall not include any amount paid by the User towards shipping charges or any other such charges including Convenience Fee, which are applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at our sole discretion) we may refund the shipping charges to you provided that you claim refund of such shipping charges (including convenience fee) within 7 (seven) days of receiving the refund for remaining amounts. Subject to paragraph 2.2.10 above, you will be provided with a refund if you have received a Non-Returnable Product in damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
3.6. Reliance shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s account on the Platform, registered mobile number and registered email address. Reliance disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund due to any technical reason beyond the control of Reliance.
3.7. We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and Reliance shall not be liable for returning back the Products and shall not take any liability of the same. You agree that our assessment and decision in relation there is final and binding on you.
4.1. You may initiate the request for exchange of the Product if the Product delivered is of different fit and/or size than the fit and/or size of Product that was ordered on the Platform or if the fit and/or size of the Product order does not fit the User and User wants to try a different (either larger or smaller) fit and/or size of the same Products (“Exchangeable Product”). You shall initiate such requests for an exchange of Exchangeable Product within such timelines mentioned in the Product detail page (“Exchange Period”).
4.2. You shall keep the Exchangeable Products in unused, original and sellable condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful exchange product pick-up and the Exchangeable Product should satisfy the conditions mentioned under paragraph (f) below. We would accept the request for exchange of such Product subject to our verification and assessment in accordance with the terms of this Policy. You agree that our decision in relation hereof is final and binding on you.
4.3. If you have received any Product which is subject to exchange in terms of this Policy, we suggest you to immediately register a request in this regard on the Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for exchange. For such verification, we may request you to send us images of the damage or defects on the Exchangeable Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the exchange request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
4.4. Subject to paragraph 4.6. below, your exchange will be processed only when the conditions as may be stipulated by us are fulfilled at the time of exchange of such Products, such as the Product being returned for exchange in original and sellable condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the Exchangeable Product, the brand outer packaging of the Exchangeable Product and all accessories therein, no damage having occurred to the Exchangeable Product while in your possession etc., availability of stock in same brand for same or different fit and/or size.
4.5. You agree that we will not accept the exchange of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product, (ii) if the Product belongs to Non-Returnable Product category (for instance, personalised Products that are not suitable for return based on their nature), (iii) if you fail to request exchange/register a complaint in relation to Exchangeable Product within the Exchange Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you or a third party or any depreciation in the value for other reasons will not redeem such Product as Exchangeable Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding on you.
4.6. You can exchange the Product(s) purchased from us provided the Product(s) satisfy below mandatory conditions:
(i) The Product has not been worn, washed, cleaned or tampered with by you.
(ii) The price tag /bar code, brand tags, original packaging material, including brand boxes and protective coverage accompanying accessories is intact and not altered, damaged or discarded by you.
(iii) The serial number/IMEI number/bar code of the Product, as applicable, must match Reliance’s records.
(iv) The accessories delivered with the are returned along with the Product, in an undamaged or unaltered condition.
(v) The Product is not altered, unless proven vendor defect.
(vi) Exchange is being initiated against the order under which it was bought and from same account and the serial number/ bar code of the Product matches our records.
(vii) The gifts accompanying the purchased Product must be returned, or upon being returned, show signs of being used, washed, damaged or defect.
(viii) There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.
(ix) The Product(s) if bought as a set should be exchanged as the complete set.
(x) Products returned for exchange should be in unused, undamaged, unwashed and in a saleable condition.
(xi) We are satisfied that the Product has not been rendered defective or unusable.
(xii) User has not breached any terms of this Policy.
4.7. We reserve the right to reject the exchange request for a Product if it does not satisfy the aforementioned conditions Exchange of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for exchange of Product and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you..
5. CUSTOMER SUPPORT
Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at:
Contact Details:
By E-mail: customerservice@ril.com
By Phone: 1800 102 7382 / 1800 891 0001
ANNEXURE A
The category-wise details are set out below which shall apply, subject to the other terms and conditions set out in this Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted. Since the table below is an indicative list, we recommend that you also check the Products display page for Product specific return/ exchange information while placing order of Product on the Platform for exact policy applicable on the Product.
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Return Period
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FASHION AND LIFESTYLE PRODUCTS |
Apparel, accessories, footwear, etc.
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7 days Returnable
Some Products may have different return/exchange policies, please check Product details page for exact return/exchange policy applicable to the Product while placing order of Products on the Platform. |
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WINTERWEAR |
Jackets & Blazers, Jackets & Coats, Shrugs, Jackets, Mufflers, Shawls & Wraps, Shrugs & Boleros, Sweaters & Cardigans, Sweatshirt & Hoodies, Sweatshirts & Jackets |
7 days Returnable
Some Products may have different return/exchange policies, please check Product details page for exact return/exchange policy applicable to the Product while placing order of Products on the Platform. |