Refund, Return & Shipping Policy

This Refund, Return & Shipping Policy (“Policy”) is established by HT Business Group, the legal entity managing and operating the multi-vendor e-commerce platform Shopnaka, accessible at https://shopnaka.com. This comprehensive Policy outlines the terms, conditions, rights, and obligations associated with the processing of orders, product deliveries, returns, cancellations, and refund requests made through the Platform. It is formulated in compliance with applicable Indian laws, including the Consumer Protection Act, 2019 and aligns with international best practices for global trade and e-commerce.

1. Scope and Applicability

This Policy applies to all transactions, shipments, and post-sale processes relating to both physical and digital products listed for sale on Shopnaka, whether sold by HT Business Group or independent third-party vendors registered on the Platform. It is binding on:

• Registered buyers who purchase goods or services from Shopnaka.
• Registered vendors and sellers listing products on the Platform.
• All national and international orders placed through Shopnaka.

Where a product page contains specific shipping, return, or refund terms, such product-specific terms shall take precedence over the general terms stated in this Policy.

2. Shipping Policy

a. Shipping Coverage:

Shopnaka facilitates shipping to domestic (within India) and international destinations using reputed and compliant logistics service providers. All shipping activities are coordinated based on the buyer’s delivery address and the seller’s warehouse or dispatch location.

b. Processing Time:

• All orders are subject to a 1–3 business day processing period before dispatch.
• During peak seasons, holidays, or sales campaigns, processing times may extend slightly due to increased order volumes.

c. Estimated Delivery Timelines:

• Domestic deliveries typically take 3–7 business days post-dispatch.
• International deliveries may require 7–21 business days, depending on customs clearance, international postal routes, and destination country regulations.

d. Shipping Costs:

• Shipping charges are calculated dynamically at checkout, based on package weight, volume, and shipping destination.
• Shopnaka may offer free shipping on select products or promotional campaigns, which will be clearly displayed at the time of purchase.
• For international shipments, customs duties, VAT, or import taxes (if any) shall be borne by the recipient unless otherwise stated.

e. Tracking and Notifications:

• Buyers will receive shipment tracking details via email and/or their Shopnaka account dashboard upon dispatch.
• It is the buyer’s responsibility to monitor tracking updates and ensure availability at the delivery address.

f. Delivery Exceptions and Delays:

Shopnaka shall not be liable for delays caused by:

• Force Majeure events (natural disasters, war, strikes)
• Customs inspections or import restrictions
• Inaccurate delivery details provided by the buyer
• Delays or failures by shipping carriers

3. Return Policy

a. General Return Guidelines:

• Returns are only accepted for products where return eligibility is explicitly mentioned on the product detail page.
• Buyers must initiate return requests strictly within the return window specified for the respective product.

b. Return Window:

• Return periods vary based on product category and vendor, ranging typically between 3 to 15 calendar days from the date of delivery.

c. Return Conditions:

Returned items must:

• Be in original, unused, and resalable condition.
• Include all original packaging, labels, accessories, manuals, and invoices.
• Be returned using a secure, trackable shipping method as advised by Shopnaka.

Returns will not be accepted for:

• Items that show signs of damage, tampering, or use
• Products returned without authorization or return reference

d. Non-Returnable Products:

• Digital/downloadable products (e.g., software keys, eBooks)
• Personalized or made-to-order items
• Health & hygiene-sensitive goods (e.g., opened cosmetics, supplements)
• Perishable goods (e.g., food items, plants)
• Clearance, “final sale,” or “non-returnable” marked items

e. Return Process:

1. Login to your Shopnaka account.
2. Go to “My Orders” > Select the item > Click on “Request Return.”
3. Upload images (if applicable), provide reasons, and await vendor/support review.
4. Once approved, follow the return instructions provided via email.

4. Refund Policy

a. Refund Eligibility:

Refunds are issued for:

• Approved returned items passing quality inspections
• Orders cancelled before dispatch
• Orders undelivered due to vendor error or non-availability
• In the event of duplicate or unauthorized payments (subject to investigation)

b. Refund Processing Time:

• Once eligibility is confirmed, refunds are processed within 7–10 business days.
• Refunds are credited to the original payment method (e.g., bank card via Stripe).
• Refund processing time may vary based on financial institution policies.

c. Refund Rejections:

Refunds will not be issued where:

• Returned items do not meet return conditions
• Return requests are raised beyond the specified window
• Cancellation requests are made after dispatch

5. Order Cancellation Policy

• Buyers may cancel an order only before it is marked as ‘shipped’.
• Cancellation can be requested via the “My Orders” section or customer support.
• Once shipped, the order cannot be cancelled and must go through the return process if applicable.
• A full refund will be provided for cancelled orders (if cancelled in time).

6. Vendor-Specific Policies

As Shopnaka operates as a multi-vendor marketplace, the platform supports vendor-specific shipping and return policies. These may include:

• Different return durations
• Customized restocking fees
• Varying shipping timelines based on vendor warehouse location

It is the buyer’s responsibility to review the individual product listing for such vendor-specific terms prior to purchase. Shopnaka mediates but does not assume liability for vendor policies unless there is a proven breach of Platform Terms.

7. Abuse & Fraud Protection

To prevent misuse of return/refund policies:

• Shopnaka reserves the right to reject refund/return requests flagged as abusive, excessive, or fraudulent.
• Users suspected of return policy abuse may be warned, suspended, or blacklisted from further transactions on Shopnaka.

8. Grievance Redressal Mechanism

In case of unresolved disputes or complaints relating to returns, cancellations, or refunds, users may escalate the matter by contacting:

Grievance Officer: Legal Compliance Officer
Email: legal@shopnaka.com
Registered Office: HT Business Group, Ahmedabad, Gujarat, India
Response Time: Within 15 working days from the date of complaint submission

9. Legal Jurisdiction

All transactions, disputes, and claims arising out of or in connection with this Policy shall be governed and interpreted in accordance with the laws of India. Any legal proceedings shall be exclusively subject to the jurisdiction of competent courts located in Ahmedabad, Gujarat, India.

10. Contact Information

For customer service queries, support regarding refunds, or any other shipping/return inquiries, you may contact:

Customer Support Email: biz@shopnaka.com
Legal & Compliance Email: legal@shopnaka.com