1. INTRODUCTION

This Shipping, Delivery, Returns & Refund Policy ("Policy") outlines the terms and conditions for shipping, delivery, returns, refunds, and cancellations for products and services purchased through the FINDERNATE platform operated by FINDERNATE ECOM PRIVATE LIMITED. This Policy applies to all transactions conducted on our marketplace platform and should be read in conjunction with our Terms of Use and Privacy Policy.

IMPORTANT: FINDERNATE operates as a marketplace platform connecting buyers and sellers. Individual sellers are responsible for shipping their products. This Policy sets forth the general guidelines and requirements that sellers must follow, as well as the rights and obligations of buyers.

2. SHIPPING METHODS AND COVERAGE

2.1 Shipping Within India

Sellers on the FINDERNATE platform ship products to addresses within India. Shipping methods and carriers are determined by individual sellers and may include India Post, courier services (such as Blue Dart, Delhivery, DTDC, FedEx, etc.), or local delivery services. The availability of specific shipping methods may vary based on the seller, product type, size, weight, and delivery location.

2.2 International Shipping

International shipping availability depends on individual sellers. Some sellers may offer international shipping while others may ship only within India. International shipping, if available, will be subject to customs duties, taxes, and import regulations of the destination country, which are the responsibility of the buyer. Please check the product listing or contact the seller directly to confirm international shipping availability.

2.3 Shipping Costs

Shipping costs are determined by individual sellers and are displayed during the checkout process before you complete your purchase. Shipping costs may vary based on product weight, dimensions, delivery location, shipping method, and seller policies. Some sellers may offer free shipping for certain products or order values, as indicated in the product listing.

3. PROCESSING AND DELIVERY TIME

3.1 Order Processing Time

Order processing time refers to the time taken by the seller to prepare and ship your order after payment confirmation. Processing times vary by seller and product, typically ranging from 1-5 business days. The estimated processing time will be displayed on the product listing page. Processing time does not include shipping/delivery time.

3.2 Delivery Time

Delivery time refers to the time taken by the courier to deliver your order after it has been shipped by the seller. Estimated delivery times are provided by sellers and vary based on the shipping method and destination. Standard delivery within India typically takes 3-7 business days, while express delivery may take 1-3 business days. Delivery to remote or rural areas may take longer.

3.3 Total Estimated Time

The total estimated time for you to receive your order is the sum of the processing time and delivery time. For example, if processing takes 2 business days and delivery takes 5 business days, you can expect to receive your order in approximately 7 business days from the date of purchase.

3.4 Delays

While sellers strive to meet estimated delivery times, delays may occur due to factors beyond their control, including but not limited to: courier delays, natural disasters, strikes, festivals, public holidays, incorrect/incomplete shipping addresses, or other unforeseen circumstances. FINDERNATE and sellers are not liable for delays caused by such circumstances. If your order is significantly delayed, please contact the seller or FINDERNATE customer support at infofindernate@gmail.com.

4. TRACKING AND DELIVERY CONFIRMATION

4.1 Tracking Information

Once your order is shipped, you will receive a tracking number via email or SMS. You can use this tracking number to monitor your shipment's progress on the courier's website or through the FINDERNATE platform. Tracking information may take 24-48 hours to become active after shipment.

4.2 Delivery Confirmation

Upon delivery, the courier may require a signature or other proof of delivery. It is your responsibility to ensure that someone is available to receive the package at the specified delivery address. If you are unavailable, the courier may leave a delivery notice or attempt redelivery.

4.3 Unboxing Video Requirement

CRITICAL: To protect your rights and enable dispute resolution, buyers are strongly encouraged to record a clear, continuous unboxing video when receiving their package. The video should show the package in its received condition, the opening of the package, and the product inside. This video serves as crucial evidence in case of disputes regarding damaged, incorrect, or missing items. Without an unboxing video, it may be difficult to resolve disputes in your favor.

5. SHIPPING ADDRESS

You are responsible for providing a complete and accurate shipping address at the time of purchase. Please ensure that the address includes the recipient's name, complete street address, landmark (if applicable), city, state, PIN code, and contact phone number. FINDERNATE and sellers are not responsible for orders shipped to incorrect or incomplete addresses provided by the buyer. If an order is returned to the seller due to an incorrect address, you may be responsible for additional shipping costs for reshipment.

6. FAILED DELIVERY ATTEMPTS

If the courier is unable to deliver your order due to unavailability of the recipient, incorrect address, or other reasons, they will typically make 2-3 delivery attempts. After failed attempts, the package may be returned to the seller. In such cases, the seller may contact you to arrange redelivery, which may involve additional shipping charges. If you refuse delivery or fail to collect the package, you may not be eligible for a refund, and the seller may deduct shipping costs and restocking fees.

7. DAMAGED OR LOST SHIPMENTS

7.1 Damaged During Transit

If your package arrives damaged, do not accept the delivery or note the damage on the delivery receipt. Immediately contact the seller and FINDERNATE customer support with photos/videos of the damaged package and product. The seller will work with the courier to file a claim and arrange for a replacement or refund. Your unboxing video (if available) will be crucial evidence for processing such claims.

7.2 Lost in Transit

If your order is marked as shipped but does not arrive within the estimated delivery time and tracking shows no movement, please contact the seller and FINDERNATE customer support. The seller will investigate with the courier and may file a claim for a lost package. If the package is confirmed lost, the seller will provide a replacement or refund as per their policy and our platform guidelines.

8. SELLER SHIPPING RESPONSIBILITIES

Sellers on the FINDERNATE platform are required to:

• Pack items securely to prevent damage during transit
• Ship orders within the stated processing time
• Provide valid tracking numbers for all shipments
• Record a clear boxing video showing the product being packaged, which must include visible product details, packaging materials, and sealing of the package
• Use reliable shipping carriers and methods
• Insure high-value shipments where appropriate
• Respond promptly to buyer inquiries regarding shipping and delivery

9. RETURN ELIGIBILITY

9.1 General Return Window

Most products sold on FINDERNATE are eligible for returns within 7 days from the date of delivery, unless otherwise specified by the seller. The return window may vary by product category and seller policy. Please check the product listing for specific return information before making a purchase.

9.2 Conditions for Returns

To be eligible for a return, the following conditions must be met:

• Return request must be initiated within the specified return window (typically 7 days from delivery)
• Product must be unused, unwashed, and in the same condition as received
• Product must be in its original packaging with all tags, labels, and accessories intact
• Product must not show any signs of use, wear, or damage caused by the buyer
• Buyer must provide a clear unboxing video showing the package receipt and opening (MANDATORY for dispute resolution)
• Original invoice or proof of purchase must be included with the return

10. VALID REASONS FOR RETURNS

Returns are accepted for the following reasons:

• Product received is defective, damaged, or faulty
• Wrong product delivered (different from what was ordered)
• Product received is materially different from the listing description
• Missing parts or accessories that were supposed to be included
• Product quality does not match the description or images in the listing
• Change of mind or buyer's remorse (subject to seller's individual policy; some sellers may not accept returns for this reason)

Note: Returns due to defects, damage, or incorrect products are generally accepted by all sellers. However, returns due to change of mind or personal preference may not be accepted by all sellers and may be subject to restocking fees.

11. NON-RETURNABLE ITEMS

The following items are generally not eligible for return unless they are defective or not as described:

• Perishable goods (food items, flowers, etc.)
• Personal care and hygiene products (once opened or used)
• Intimate or sanitary goods
• Customized or personalized products made to order
• Digital products or downloadable content
• Gift cards or vouchers
• Software or media that has been opened or activated
• Products specifically marked as non-returnable in the listing
• Services (once delivered or performed)

12. HOW TO INITIATE A RETURN

12.1 Step-by-Step Return Process

To initiate a return, follow these steps:

1. Log in to your FINDERNATE account and go to "My Orders"
2. Select the order containing the item you wish to return
3. Click on "Return Item" and select the reason for return
4. Upload your unboxing video and any additional photos showing the issue
5. Provide detailed comments explaining the reason for return
6. Submit your return request
7. Wait for the seller's approval (typically within 1-2 business days)

12.2 Return Shipping

Once your return is approved, you will receive instructions for shipping the item back to the seller. Return shipping costs may be borne by the buyer or seller depending on the reason for return:

• If the product is defective, damaged, or incorrect: Seller bears return shipping costs
• If the return is due to change of mind or personal preference: Buyer typically bears return shipping costs

Package the item securely in its original packaging (if available) and ship it to the address provided. Use a trackable shipping method and retain the tracking number as proof of return shipment.

12.3 Return Inspection

Upon receiving the returned item, the seller will inspect it to ensure it meets the return eligibility criteria. The inspection typically takes 2-3 business days. If the returned item is found to be ineligible (e.g., used, damaged by buyer, or missing parts), the seller may reject the return and return the item to you at your expense, or deduct appropriate charges from your refund.

13. REFUND PROCESS

13.1 Refund Initiation

Once the seller approves your return and receives the returned item in acceptable condition, the refund process will be initiated. Refunds are typically processed within 5-7 business days after the seller receives and inspects the returned product.

13.2 Refund Methods

Refunds will be credited to your original payment method:

• Credit/Debit Card: Refunds to cards typically take 5-10 business days to appear in your account, depending on your bank
• UPI/Net Banking: Refunds typically take 3-5 business days
• Wallet: Refunds to digital wallets are typically instant or within 24 hours
• FINDERNATE Wallet Credit: You may choose to receive your refund as wallet credit, which can be used for future purchases on the platform

13.3 Refund Amount

The refund amount typically includes the product price and applicable taxes. Shipping charges are refunded only if the return is due to seller error (wrong product, defective item, etc.). If the return is due to buyer's change of mind, shipping charges are generally non-refundable. Additionally, the following deductions may apply:

• Return shipping costs (if borne by the buyer)
• Restocking fees (typically 10-20% for change of mind returns, as per seller policy)
• Any applicable payment gateway charges

13.4 Partial Refunds

In some cases, partial refunds may be issued:

• Items showing signs of use or wear
• Items returned without original packaging or missing accessories
• Items returned after an extended period beyond the standard return window
• Items with minor damage caused during return shipping due to inadequate packaging

14. ESCROW-RELATED RETURNS AND REFUNDS

14.1 Escrow Protection

For transactions using FINDERNATE's escrow service through Razorpay, your payment is held securely until you confirm receipt and satisfaction with the product. This provides additional protection for both buyers and sellers.

14.2 Refunds from Escrow

If you file a dispute and it is resolved in your favor, the funds held in escrow will be refunded to your original payment method. The refund from escrow typically takes 3-7 business days after the dispute is resolved.

14.3 Dispute-Based Refunds

If a return is initiated through the dispute resolution process (as outlined in our Terms of Use), the refund will be processed based on the outcome of the dispute investigation. FINDERNATE administrators will review evidence including boxing videos, unboxing videos, tracking information, and photos before making a decision. Refunds approved through dispute resolution are typically processed within 5-7 business days after the dispute decision.

15. ORDER CANCELLATIONS

15.1 Buyer-Initiated Cancellations

You may cancel your order before it is shipped by the seller. To cancel an order, go to "My Orders" and click "Cancel Order." If the order has not yet been processed or shipped, the cancellation will be approved and a full refund will be issued to your original payment method within 5-7 business days.

If the order has already been shipped, you cannot cancel it directly. In such cases, you will need to wait for delivery and then initiate a return if desired.

15.2 Seller-Initiated Cancellations

Sellers may cancel orders in certain circumstances, such as:

• Product is out of stock
• Pricing error or technical issue
• Shipping address is unserviceable
• Suspicious or fraudulent order

If a seller cancels your order, you will receive a full refund to your original payment method within 5-7 business days. You will be notified of the cancellation via email or SMS.

16. EXCHANGES

Product exchanges (e.g., size or color exchanges) are subject to seller availability and policy. Not all sellers offer direct exchanges. If you wish to exchange a product, please contact the seller directly or initiate a return and place a new order for the desired item. FINDERNATE does not facilitate direct product exchanges at the platform level, but sellers may accommodate exchange requests on a case-by-case basis.

17. CUSTOMER SUPPORT

If you have any questions or issues regarding shipping, delivery, returns, or refunds, please contact us:

Our customer support team is committed to resolving your concerns promptly and ensuring a positive shopping experience on FINDERNATE.

18. POLICY UPDATES

FINDERNATE reserves the right to modify or update this Shipping, Delivery, Returns & Refund Policy at any time. Changes will be effective immediately upon posting on our platform. Your continued use of the platform after such changes constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

19. COMPLIANCE WITH INDIAN CONSUMER PROTECTION LAWS

This Policy is designed to comply with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. As a consumer in India, you have statutory rights that cannot be excluded or limited by this Policy. Nothing in this Policy affects your statutory rights under Indian law, including your right to file complaints with consumer forums or seek redressal through appropriate legal channels.

20. ACKNOWLEDGMENT

By making a purchase on FINDERNATE, you acknowledge that you have read, understood, and agree to this Shipping, Delivery, Returns & Refund Policy. If you do not agree with any part of this Policy, please do not make purchases on our platform.