Return, Replacement & Refund Policy

Purpose

This policy establishes the minimum return, replacement, refund and reverse-logistics standards applicable to vendors/resellers listing products on the AddNeo E-Commerce Platform. It is designed using the structure and operational principles observed in AddNeo’s publicly available reseller return policy, while being independently adapted for AddNeo. The product-specific policy displayed on the AddNeo product page shall prevail where it provides a different or more specific return window.

Important: This document is an AddNeo policy draft and is not a reproduction of AddNeo’s terms. Vendors should ensure that product-specific exclusions, statutory consumer rights, warranty obligations and applicable Indian laws are reviewed before publication.

1. Scope and Applicability

• This policy applies to all vendors/resellers selling products through AddNeo unless a product category, brand warranty or written vendor agreement specifies otherwise.
• Each product listing must clearly display the applicable return window and available action: refund, replacement and/or exchange.
• The policy applicable to the product page/order at the time of purchase will govern the customer’s request, subject to applicable law.
• AddNeo may require additional validation, photographs, videos, serial-number checks, delivery records or inspection reports before approving a return.

2. Standard Category-wise Return Matrix

3. Eligible Reasons for Return / Replacement

• Product received damaged in transit.
• Product is defective or does not function as represented, subject to applicable warranty/service procedures.
• Wrong product, variant, size, colour, model or quantity supplied.
• Product/accessory/component is missing from the delivered package.
• Product does not materially match the description/specifications displayed on the AddNeo listing.
• Any additional return reason expressly offered on the product page.

4. Return Conditions and Pickup Inspection

A return may be rejected at pickup or after inspection if the applicable conditions are not met. Depending on the product, AddNeo/vendor may verify the following:

• Correct product: name, brand, model, SKU, serial number/IMEI, barcode or other identifier matches the order.
• Complete product: all accessories, manuals, cables, chargers, parts, freebies and combo items are included.
• Unused condition: no signs of use, washing, stains, odour, alteration or tampering where a new/unused return is required.
• Undamaged condition: no new scratches, dents, tears, cracks, broken seals or physical damage attributable to the customer.
• Original packaging: original box/packaging, labels, tags and warranty/quality seals are retained where applicable.
• For phones, laptops and tablets, the customer must remove screen locks/accounts and erase personal data before return. Apple devices must have activation/iCloud lock disabled where applicable.

5. Vendor Responsibilities

• Vendors must accurately describe products, specifications, warranty terms and the applicable return window.
• Vendors must pack products adequately to minimize transit damage and must dispatch the correct product and quantity.
• Vendors must maintain batch/serial/IMEI records where applicable and cooperate with AddNeo during return investigations.
• Vendors must respond to AddNeo return/dispute requests within the turnaround time prescribed by the platform.
• If a vendor cannot provide an approved replacement within a reasonable period, AddNeo may process a refund to the customer, subject to the order terms.
• Where an accessory alone is missing or defective, the vendor may provide the replacement accessory or an appropriate refund/credit as determined by AddNeo and applicable order terms.

6. Refund Rules

• Where a refund is approved, it will generally be initiated after the returned product is received and validated, unless a faster refund is specifically offered for the order.
• The refund amount will normally correspond to the amount paid for the returned product, subject to applicable deductions/adjustments expressly disclosed at checkout or required by law.
• If a replacement is unavailable, AddNeo may process a refund instead of replacement.
• Refund timelines may vary by payment method, banking partner and payment gateway.

7. Open-Box / Delivery-time Issues

• Where open-box delivery is offered, the customer should inspect the package/product for visible damage, wrong product or missing major components before accepting delivery.
• If the product is visibly damaged or materially different at delivery, the customer may be required to refuse delivery or report the issue through AddNeo’s prescribed process.
• Acceptance of an open-box product does not remove rights for latent/manufacturing defects or other claims that are otherwise covered by the applicable product policy or law.

8. Non-Returnable Products

Certain products may be marked non-returnable because of hygiene, safety, perishability, personalization, digital delivery, consumable nature or other legitimate reasons. Such items may still be eligible for claims involving damaged, defective, expired, missing or wrong products where permitted by the product listing and applicable law. Vendors must clearly identify non-returnable status on the product page.

9. Return Request Procedure

10. Fraud, Abuse and Policy Violations

• AddNeo may investigate suspicious or repeated return patterns, product substitution, serial-number mismatch, tampering, counterfeit claims or other suspected abuse.
• Where evidence indicates fraud, misuse or policy violation, AddNeo may reject the request, suspend related seller/customer privileges or take other action permitted by the platform terms and applicable law.
• Vendors must not deliberately misrepresent product condition or manipulate return evidence.

11. Product-specific Policy Prevails

The return/replacement/refund policy shown on the specific AddNeo product page or order confirmation shall prevail over this general vendor policy where it provides a category-specific rule. Any variation should be clearly disclosed to customers before purchase.

12. Policy Changes

AddNeo may modify this policy from time to time to reflect changes in products, logistics, technology, vendor agreements or applicable law. Updated terms will apply prospectively unless otherwise required.

13. Vendor Acknowledgement

By listing or selling products on AddNeo, the vendor acknowledges responsibility for complying with this policy, the applicable product-page return terms, warranty obligations, platform terms and applicable Indian consumer and e-commerce laws.

Reference & Policy Basis

This policy has been independently prepared for the AddNeo E-Commerce Platform to establish clear and consistent standards for vendors regarding customer returns, replacements, refunds, reverse logistics, product condition and seller responsibilities. It is intended to be read together with the AddNeo Vendor Agreement, product listing terms, order terms, warranty terms and applicable laws and regulations.

In case of any conflict, the specific return terms displayed on the relevant AddNeo product page/order confirmation and the applicable vendor agreement shall govern, subject to applicable law.

AddNeo Vendor Declaration

The Vendor confirms that all products listed on AddNeo are genuine, accurately described, properly packaged, legally saleable and supported by the return/replacement/warranty commitments declared on the product listing. The Vendor agrees to cooperate with AddNeo in resolving customer complaints, inspections, reverse pickups, replacements and refunds within the prescribed timelines.