CLOUDMART

RETURN AND REFUND POLICY

Effective Date: 04-10-2025

Platform: www.cloudmartindia.com | Contact: support@cloudmartindia.com

1. General Policy Overview

This Return and Refund Policy ("Policy") applies to all purchases made on Cloud Mart (www.cloudmartindia.com), operated by Cloud Mart, in accordance with the Consumer Protection (E-Commerce) Rules, 2020, Consumer Protection Act, 2019, and other applicable laws of India.

Cloud Mart operates as a marketplace facilitating transactions between third-party Sellers and Customers. Returns, refunds, and replacements are governed by this Policy and the respective Seller's policies where applicable, provided Seller policies do not offer less protection than this Policy.

 

2. Eligibility for Returns

A product is eligible for return only if ALL of the following conditions are satisfied:

1.       A return request is raised within 7 calendar days from the date of delivery (specific product categories may have different windows — refer to the product page).

2.       The product is unused, unwashed, uninstalled, and in its original condition with all original packaging, tags, labels, manuals, accessories, and freebies intact.

3.       The mandatory evidence (photos and/or video) as specified in Section 3A is submitted at the time of raising the return request.

4.       The item does not fall under the non-returnable categories listed below.

 

2.1 Non-Returnable Categories

The following product categories are NOT eligible for return unless the item is defective, damaged, or incorrect:

•         Perishable or consumable items (food, beverages, edible supplements)

•         Cosmetics, skincare, and personal care products (once opened/used)

•         Intimate or hygiene-related products (innerwear, lingerie, personal hygiene items)

•         Software, digital products, e-books, or subscription-based services

•         Custom-made, personalized, or made-to-order goods

•         Gift cards, vouchers, or prepaid instruments

•         Hazardous materials or items that cannot be safely returned via courier

•         Perishable agricultural produce

 

3. Mandatory Evidence Requirements

 

3A. Evidence Matrix - What You Must Submit

The table below specifies the mandatory evidence required for each return scenario. Evidence must be submitted at the time of raising the return request through the Seller Portal or support email.

 

Return Scenario	Photo Evidence	Video Evidence	Other Documents
Damaged / Defective Product	MANDATORY: Clear photos of damage from all angles, including packaging	MANDATORY: Unboxing video showing damage	Order invoice; courier delivery receipt
Wrong Item Received	MANDATORY: Photos of item received vs. item ordered (label/tag visible)	MANDATORY: Unboxing video clearly showing wrong product	Order confirmation screenshot
Item Not Received (missing in package)	MANDATORY: Photos of sealed / opened package showing contents	MANDATORY: Unboxing video of the entire package	Delivery confirmation; courier tracking screenshot
Counterfeit / Not as Described	MANDATORY: Side-by-side photos (product vs. listing image)	MANDATORY: Video showing brand/label discrepancy	Product listing screenshot at time of purchase
Change of Mind / Size / Colour	Photos of unused product in original packaging (recommended)	Not required	None required
Expired Product Delivered	MANDATORY: Clear photo of expiry date label	MANDATORY: Video showing expiry date and product packaging	Order invoice with delivery date

 

3B. Video Evidence - Detailed Requirements

Unboxing videos are a PRIMARY requirement for damage, wrong item, and missing item claims. Videos must meet the following standards to be accepted:

5.       The video must be recorded in a single, uncut, continuous shot from the moment the sealed package is picked up until all contents are fully displayed.

6.       The video must clearly show: (a) the outer packaging and any courier seals/labels, (b) the process of opening the package, (c) all items/contents inside, and (d) the defect, damage, or discrepancy being claimed.

7.       The order label / AWB number on the outer packaging must be legible in the video.

8.       Videos must be in MP4, MOV, or AVI format, minimum 480p resolution, and not exceed 500 MB.

9.       Videos recorded after the package has already been opened or after the alleged issue was discovered will NOT be accepted.

10.   Edited, spliced, or filtered videos will result in automatic rejection and may be flagged as fraudulent.

 

3C. Photo Evidence - Detailed Requirements

Photos submitted as evidence must meet the following standards:

11.   Photos must be clear, well-lit, and in focus. Blurry or dark photos will not be accepted.

12.   For damage claims: minimum 4 photos required — front, back, sides, and a close-up of the specific damage.

13.   For wrong item claims: photos must show the item received alongside the product label/tag, clearly showing the discrepancy from what was ordered.

14.   For expired products: the expiry date label must be legible and in sharp focus.

15.   Photos must be original (not screenshots of photos) and in JPG or PNG format.

16.   The order invoice or packing slip must be visible in at least one photo.

 

3D. Submission of Evidence

Evidence must be submitted through one of the following channels within the return window:

•         Cloud Mart Seller/Buyer Portal — Return Request Form (preferred; supports direct upload)

•         Email to support@cloudmartindia.com with subject: "Return Request — [Order ID]" and all files attached

Accepted file formats: JPG, PNG, MP4, MOV, AVI. Maximum total upload size per return request: 1 GB.

 

4. Return Process

17.   Initiate your return via the Cloud Mart platform or by emailing support@cloudmartindia.com within the applicable return window.

18.   Provide your Order ID, reason for return, and ALL mandatory evidence as per the Evidence Matrix in Section 3A.

19.   Our support team will review your request and evidence within 2 business days and communicate the outcome.

20.   Approved returns: A reverse pickup will be scheduled through our logistics partner within 2 business days, or you will be instructed to self-ship to the provided address (with reimbursement of standard courier cost for Seller-fault returns).

21.   All returned items are subject to physical inspection by the Seller or an authorised service partner before the refund or replacement is processed.

22.   If the returned item does not match the claim (e.g., a different item returned, or item found to be in used condition despite claim), the return will be rejected and the item will be shipped back to the customer at their cost.

 

 

5. Refunds

23.   Once the returned item is received and passes inspection, you will be notified within 2 business days regarding approval or rejection of your refund.

24.   Approved refunds will be processed within 7–10 business days from the date of inspection completion.

25.   Refunds will be credited to the original payment method used during purchase.

26.   For Cash on Delivery (COD) orders, refunds will be transferred to your verified bank account within 7–10 business days after KYC/bank account verification.

27.   Please allow an additional 3–5 business days for the amount to reflect in your account, depending on your bank or payment provider.

28.   Cloud Mart will issue a refund confirmation email/SMS once the refund is initiated.

 

5.1 Partial Refunds

Partial refunds may be issued in the following circumstances:

•         Only part of a multi-item order is returned

•         The returned item shows signs of use or missing accessories (proportional deduction may apply)

•         The original shipping charge will not be refunded unless the return is due to Seller error or a defective/damaged product

 

6. Replacement and Exchange

29.   Replacements are available only if the exact same item (same SKU, size, colour) is in stock at the time of the approved return.

30.   Exchanges are permitted for the same product in cases of: manufacturing defects, damage during transit, or incorrect items received.

31.   Size or colour exchanges due to customer preference are subject to stock availability and the Seller's exchange policy.

32.   If a replacement is unavailable, a full refund will be issued as per Section 5 above.

33.   Replacement dispatches will occur within 3–5 business days of return inspection completion.

 

7. Shipping and Return Costs

•         If the return is due to Seller error, a defective product, transit damage, or an incorrect item, the Seller or Cloud Mart will bear all reverse logistics costs.

•         If the return is initiated for personal reasons (change of mind, size preference, colour mismatch), the Customer is responsible for return shipping costs.

•         In personal-reason returns, the original forward shipping charge (if any) will not be refunded.

•         For self-ship returns (Seller-fault), Cloud Mart will reimburse the courier cost up to INR 150 per shipment upon submission of a courier receipt.

 

8. Exceptions and Disclaimers

•         Products returned in used, damaged, tampered, or altered condition will not be eligible for refund or replacement, and the item will be returned to the Customer.

•         In cases of suspected return policy misuse, fraudulent claims, or repeated abuse, Cloud Mart reserves the right to deny returns, suspend the Customer account, and/or initiate legal proceedings.

•         Falsification of evidence (edited videos, manipulated photos) will be treated as fraud and reported to relevant authorities.

•         For products fulfilled directly by third-party Sellers, specific return timelines and terms may vary and will be displayed on the respective product page. Such terms cannot offer less protection than this Policy.

•         Cloud Mart is not liable for damage caused by improper installation, misuse, or normal wear and tear by the Customer.

 

9. Privacy and Evidence Data

Evidence submitted for return claims (photos and videos) will be used solely for the purpose of validating the return request. Cloud Mart will retain this data for a period of 90 days post-claim resolution for audit purposes, after which it will be securely deleted. This data will not be shared with third parties except where required by law or to resolve disputes with the Seller.

 

10. Grievance Redressal

If you have any unresolved issues regarding your return or refund, you may contact our designated Grievance Officer, appointed in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

 

Name: Rakesh KM

Email: rakesh@cloudmartindia.com

Address: Assessment No. 1190/1124/A, 2nd Floor, Bank Colony, VV Puram, Gauribidanur, Chikkaballapur, Karnataka — 561208

Response Time: Acknowledgement within 24 hours; Resolution within 15 working days from receipt of complaint.

 

 

11. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Bengaluru, Karnataka, India.

 

12. Amendments to This Policy

Cloud Mart reserves the right to amend this Policy at any time. Customers will be notified of material changes via email or a notice on the platform at least 7 days before the changes take effect. Continued use of the platform after the effective date constitutes acceptance of the revised Policy.