Return Policy
? Seshta Mart Return & Refund Policy
This policy governs the terms and conditions for returning products purchased on the Seshta Mart marketplace, operated by Sesta Fusion Foods & Beverages (OPC) Private Limited.
1. General Principles & Marketplace Role
Marketplace Facilitation: Seshta Mart acts as a facilitator. All returns, refunds, and exchanges are governed by this policy, but the primary responsibility for the product's quality and accepting the return rests with the individual Seller (Vendor) who sold the item.
Final Decision: Seshta Mart reserves the right to make the final decision on all return and refund requests to ensure a fair resolution for both the Buyer and the Seller.
2. Eligibility for Returns (Return Window & Conditions)
| Product Category | Return Window | Conditions for Acceptance |
| Non-Perishable Groceries (Rice, Pulses, Masalas, Supplements) | 7 Days from the date of delivery. | Product must be unused, unopened, and in its original condition with all tags and packaging intact. |
| Personal Care & Health Care (Non-sealed items) | No Return/Exchange. | Due to hygiene reasons, returns are typically not accepted once opened, unless the item is damaged or expired upon arrival. |
| Perishable Goods (Fresh Food, if applicable) | No Return. | Returns are generally not permitted for items with short shelf lives, except in cases of damage or expiry at the time of delivery. Must be reported within 24 hours. |
| Processed Foods (Sealed items) | 7 Days from the date of delivery. | Product must be unopened, factory-sealed, and undamaged. |
| Defective/Damaged/Wrong Item | 48 Hours from the date of delivery. | Accepted only if reported with clear photographic evidence of the damage/defect upon opening the package. |
3. Grounds for Return (Why a Return is Accepted)
A product is eligible for return if it meets one of the following criteria:
The product delivered is physically damaged or defective.
The product is expired or nearing expiration (less than 30 days remaining) at the time of delivery.
The product is different from what was ordered (wrong item or wrong size/variant).
The product is missing parts or accessories clearly advertised by the Seller.
4. The Return Process (How to Initiate a Return)
Request: The Buyer must initiate the return request through the Seshta Mart Platform (App/Website) within the specified return window.
Evidence: The Buyer must provide supporting evidence, typically clear photographs or video proof of the defect, damage, or wrong item.
Seller Review: The request and evidence are forwarded to the respective Seller. The Seller has [e.g., 48 hours] to approve or reject the return based on the documented evidence.
Reverse Pickup: If the return is approved by the Seller, the Platform (or the Seller's designated logistics partner) will arrange a reverse pickup of the item.
The item will be verified by the pickup agent to ensure it meets the return conditions.
Quality Check (QC): Once the item is received by the Seller, a final Quality Check will be performed.
5. Refunds and Resolution
Refunds are processed only after the Seller completes the QC verification and confirms the returned item meets the original return condition.
Refund Mode: Refunds will be credited to the original payment method (bank account, card, etc.) used during the purchase.
Processing Time: The refund process typically takes [e.g., 5 to 7] working days after the Seller confirms receipt and successful QC of the returned item.
Shipping Fees: Original shipping charges are generally non-refundable, unless the return is a result of a Seller error (e.g., wrong or defective product).
6. Cancellation Policy
Before Dispatch: Orders can be cancelled by the Buyer at any time before they are marked as "Shipped" or "Dispatched" by the Seller. A full refund will be processed promptly.
After Dispatch: Once an order is shipped, it cannot be cancelled. The Buyer must follow the return policy upon delivery.
7. Grievance and Disputes
If a dispute arises between the Buyer and the Seller regarding the quality or return eligibility, Seshta Mart will mediate the dispute and our decision will be final and binding.
Please contact the Seshta Mart Grievance Officer immediately if a Seller fails to comply with this policy.
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