Returns & Refunds Policy

1. Platform Nature

Naar operates as a social commerce marketplace platform that enables independent sellers, brands, creators, and merchants to list, promote, and sell products directly to customers through the Naar Platform.

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED provides the technology infrastructure and digital marketplace that facilitates transactions between buyers and sellers. DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED:

• Does not manufacture, produce, or modify products listed on the platform
• Does not maintain or control inventory for products sold by independent sellers
• Does not act as the seller of record unless explicitly stated on the product listing

Accordingly, the contract of sale is entered into directly between the buyer and the seller, and the seller is responsible for fulfilling the order, product quality, and product accuracy. Naar may assist in payment processing, logistics coordination, and dispute resolution, but it does not assume ownership or responsibility for the products listed by sellers.

2. Return, Refund & Replacement Eligibility

Not all products listed or sold on the Naar Platform are eligible for return, refund, or replacement. Eligibility depends on several factors including:

• Product category
• Seller-specific policies
• Conditions displayed on the product listing page
• Applicable return window

Products will only be eligible for return, refund, or replacement if the product listing explicitly states that the item is eligible under the applicable return policy.

If a product is marked “Non-Returnable” on the product listing page, the product cannot be returned unless:

• The product is defective
• The product was damaged during delivery
• The wrong item was delivered

Customers must raise a return or replacement request within the applicable return window to be eligible for processing.

3. Standard Return Window

Unless otherwise specified on the product listing page, eligible products must be returned or replacement requests must be initiated within three (3) days from the date of delivery of the product.

The return window begins from the delivery confirmation date recorded by the logistics partner, courier service, or delivery service provider. Customers must initiate return or replacement requests through the Naar Platform or through official customer support channels within the applicable return window.

Requests submitted after the expiration of the applicable return window may not be accepted, unless otherwise required under applicable law. In certain product categories such as food items, perishable goods, hygiene-sensitive products, or time-sensitive consumables, a shorter return window may apply, as specified in the category-specific return policy.

All return or replacement requests are subject to verification and inspection by the seller or logistics partner before approval.

4. General Return Conditions

A return, replacement, or refund request may be approved if the product meets the applicable return eligibility requirements and falls under the permitted return reasons as defined in this Policy or on the product listing page.

Common valid reasons for return may include:

• Product was damaged during delivery
• Product is defective or not functioning properly
• Wrong product was delivered
• Missing accessories, components, or parts
• Product is significantly different from the description, specifications, or images displayed on the product listing page

In certain cases, customers may be required to provide photographic or video evidence of the product condition to support the return or replacement request.

To qualify for return, the product must meet the following conditions:

• Product must be unused and in its original condition
• Original packaging must be intact and undamaged
• All accessories, manuals, warranty cards, and included components must be returned
• Original tags, labels, and seals must remain attached and untampered
• Invoice, order confirmation, or proof of purchase must be provided

Products that do not meet these conditions, or products that show signs of use, alteration, damage caused by the customer, or missing components, may not qualify for return, replacement, or refund.

5. Return Rejection Conditions

Return or replacement requests may be rejected if the returned product does not meet the eligibility conditions. Return requests may be declined if:

• The product has been used, worn, washed, or altered
• The product has been damaged due to customer misuse or negligence
• Serial numbers, barcodes, or identification labels are missing
• The product is returned without original packaging or accessories
• Product packaging has been tampered with or replaced
• The return request was submitted after the applicable return window

Naar reserves the right to conduct inspection and verification before approving any return, replacement, or refund request. Returned products that fail inspection may be sent back to the customer or rejected from the return process.

6. Category-Wise Return & Replacement Policy

Return eligibility varies depending on the product category, seller policy, and the information displayed on the product listing page at the time of purchase. Unless otherwise specified, the applicable return window begins from the date of delivery.

7. Non-Returnable Items

Certain products may not be eligible for return, refund, or replacement due to hygiene, safety, customization, or regulatory reasons, including:

• Perishable food items and consumable products
• Personal hygiene and personal care products once opened
• Innerwear, intimate apparel, and hygiene-sensitive items
• Customized or personalized products made specifically for a customer
• Digital downloads, digital services, or digital subscriptions
• Products explicitly marked as “Non-Returnable” on the product listing page

Returns for such products may only be accepted if the product is defective, was damaged during delivery, or the wrong product was delivered.

8. Refund Process

Once a return request has been approved and the returned product has been received, inspected, and verified, the refund process will be initiated — typically within 3–11 business days from the date the returned product passes inspection.

Refunds are issued to the original payment method unless otherwise agreed or credited to the Naar Wallet.

• UPI— Instant to 3 business days
• Credit / Debit Card— 5 to 11 business days
• Net Banking— 5 to 11 business days
• Naar Wallet— Within 24 to 48 hours

Actual refund credit timelines may vary depending on the customer’s bank, payment provider, or financial institution.

9. Pickup & Inspection

Returned or replacement products may undergo verification and inspection by the seller, logistics partner, or authorized service personnel, which may include physical inspection, serial number verification, and confirmation that the returned product matches the originally shipped item.

Customers may be required to provide photographic or video evidence, and must cooperate with the pickup process, providing the product in its original condition with all packaging and accessories.

If the returned product fails inspection, is found used, damaged, altered, or tampered with, does not match the originally shipped product, or is missing components, the return or replacement request may be rejected.

10. Seller Responsibilities

Sellers must ensure accurate and truthful product descriptions, authentic and genuine products, proper packaging and secure shipment, and compliance with all applicable consumer protection and product regulations. Sellers must respond to customer complaints, replacement requests, and return requests in a timely manner.

Repeated violations of platform policies may result in listing removal, financial penalties, temporary suspension, or permanent removal from the Naar Platform.

11. Fraud Prevention

Naar actively monitors transactions, return requests, and refund activities for suspicious, abusive, or fraudulent behavior, and reserves the right to limit excessive requests, investigate suspicious claims, require additional verification, or reject requests that appear fraudulent or abusive.

Examples of potential abuse include serial or excessive return behavior, product swapping, false damage claims, repeated refund disputes, suspicious order patterns, and use of multiple accounts to bypass platform policies.

Where suspicious activity is detected, Naar may hold or review requests, escalate to fraud review or payments investigation teams, or suspend or restrict access to the Platform.

12. Refund Reversal & Recovery Rights

Naar reserves the right to reverse, recover, or adjust refunds issued due to system errors, fraudulent activity, chargebacks, duplicate refunds, or where the returned product fails inspection or does not match the originally shipped product.

Naar may recover the refunded amount from the customer’s Naar Wallet or future transactions, initiate recovery through payment providers, or suspend accounts involved in refund abuse or fraudulent activity.

13. Legal Protection Clauses

Product Listing Policy Prevails— Eligibility is determined by the policy displayed on the product listing page at the time of purchase; in case of conflict, the product listing page prevails.

Seller Responsibility— Sellers are solely responsible for product quality, descriptions, warranties, and order fulfillment.

Inspection & Verification— All returned products are subject to inspection before approval.

Return Abuse Protection— Naar may limit, suspend, or reject requests suspected of abuse.

Platform Liability Limitation— DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED shall not be liable for claims arising from product defects, manufacturing faults, seller misrepresentation, or misuse, unless sold directly by the Platform.

14. Payment Gateway Liability

Payments are processed through third-party payment gateway providers. DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED does not control these systems and is not responsible for payment failures, transaction delays, technical errors, or banking issues. Refund timelines may depend on the customer’s bank or payment provider.

15. Consumer Protection Compliance

The Naar Platform operates in compliance with applicable Indian consumer protection laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Customers retain all statutory rights and remedies available under applicable law, and may raise complaints through Platform support channels or approach appropriate consumer dispute redressal forums. Nothing in this Policy limits, waives, or restricts any legal rights available to consumers.

16. Dispute Resolution & Arbitration

Disputes shall first be addressed amicably through Platform customer support. If unresolved, the matter shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, conducted by a single arbitrator, seated in Chennai, Tamil Nadu, India, in the English language.

Courts in Chennai, Tamil Nadu, India shall have exclusive jurisdiction over matters not subject to arbitration.

17. Force Majeure

Naar shall not be liable for failure or delay caused by events beyond its reasonable control, including natural disasters, government actions, logistics disruptions, internet outages, or payment system failures. Services may be temporarily suspended during such events.

18. Policy Modifications

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED reserves the right to update, modify, or revise this Policy at its discretion. Updates will be published on the Naar Platform and take effect upon publication. Continued use of the Platform after changes constitutes acceptance of the updated Policy.

19. Contact

For any queries, complaints, or requests related to returns, refunds, or replacements, customers may contact:

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED
Customer Support: support@naar.io
Website: www.naar.io