Returns and Refunds Policy

1. Who is Roperro?

ROPERRO PRIVATE LIMITED, a company incorporated under the laws of India, having its corporate office at B-47, SECTOR 57, NOIDA-201301 India (“ROPERRO”) is a retail company which offers various retail solutions, including, through its website www.Roperro.com , and its mobile and tablet applications (“Platforms”), various online lifestyle, fashion and electronics solutions, which inter alia facilitate the sale and purchase of bags, SLGs, clothes, fashion accessories and fashion merchandise (“Products”) by users of the Platforms (“Users”).

2. What is this Cancellation, Return and Refund Policy?

2.1. In keeping with ROPERRO’s goal of ensuring User satisfaction, this cancellation, return and refund Policy (“Cancellation, Return and Refund Policy”), together with the terms of use at www.Roperro.com/help/termsAndCondition, sets out ROPERRO’s procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.

2.2. Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If you do not agree to the terms contained in this Cancellation, Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3. Terms of cancellation

3.1. Cancellation before dispatch.

3.1.1. A User is permitted to fully or partially cancel orders prior to its dispatch from ROPERRO.

3.1.2. Upon successfully placing an order on the Platforms and after ROPERRO has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products.

3.1.3. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting ROPERRO to process a cancellation by sending an email to customercare@roperro.com.

3.1.4. Refund. In all events of cancellation prior to the dispatch of the purchased Products, ROPERRO shall initiate refunds within 2 (two) business days from the date on which it received the request from the User.

3.1.5. In case of cash on delivery, the refund will reflect in the User’s bank account and/or the User’s ROPERRO Wallet (as defined in the Fees and Payments Policy) within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which ROPERRO initiates the refund. All refunds, except for refund to ROPERRO Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.

3.1.6. In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.

3.2. Cancellation after dispatch. We do not accept post-dispatch cancellation of orders.

4. Terms of Return and Refund

4.1. The category-wise details are set out below which shall apply, subject to the other Terms and Conditions of this Cancellation, Return and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return information.

Product Category Return Period
BAGS Leather bags, PU bags, cloth bags, travel bags etc 7 days from the date of delivery – as long as the product is unused and the price tags are intact. Only condition under which a return is acceptable : Closure issues (magnet/lock/zip); broken hardware; If the material is torn/has a hole/stitching issues
ACCESSORIES Small leather goods, charms, straps, belts, wallets, pouches etc 7 days from the date of delivery – as long as the product is unused and the price tags are intact. Only condition under which a return is acceptable : Closure issues (magnet/lock/zip); broken hardware; If the material is torn/has a hole/stitching issues
ARKAR (Apparel) Jackets, Dresses, Co-ord sets, Tops and T-shirts 7 days from the date of delivery – as long as the product is unused and the price tags are intact. Only condition under which a return is acceptable : Size is an issue (excluding custom designed items); Closure issues (magnet/lock/zip); If the material is torn/has a hole/stitching issues

4.2. ROPERRO shall not accept return or refund requests raised for any of the following Products, except in accordance with paragraph 4.7 (“Non-returnable Products”):

4.2.1. Customised products

4.2.2. Products that are scratched /dirty

4.2.3. Beyond the no. of days permitted for return

4.5.4. Gift vouchers issued by ROPERRO, if any;

4.5.5. Products purchased during clearance sale

4.6. If the User is dissatisfied with the purchased Product received from ROPERRO, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by ROPERRO after due verification at its sole discretion) or in case of late delivery (except in case of force majeure including COVID-19), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than: (a) 7 (seven) days from the date on which he/she received the delivery of the Product.

4.7. Subject to the terms of this Cancellation, Return and Refund Policy, ROPERRO offers Users an easy return / refund policy. ROPERRO also accepts partial returns wherein User can raise a return request for one or all Products except in case of Bundled Packages (as defined hereinafter). The process for initiating the process for raising a return / refund / exchange request is:

4.7.1. Please login with your credentials and visit the My Account section.

4.7.2. Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. Kindly email an image of the Product and the invoice for our reference.

4.7.3. At the time of creation of this return / refund request, the User shall specify the preferred mode of refund i.e. either the User’s bank/card or ROPERRO Wallet, if the User had used the cash on delivery mode of payment.

4.7.4. The Products will be picked up by ROPERRO within 48 hours if the product is damaged or has a manufacturing defect and customer has contacted the customer care within 48 hours of receipt. In case it is informed post 2 days, the customer will have to courier the product they desire returning to company warehouse.

4.7.5. ROPERRO will initiate the refund or replacement process only if the Products are received in accordance with the Cancellation, Return and Refund Policy. Roperro shall initiate the process of refund if upon conducting quality checks, the company is satisfied that the product being returned entitles the customer to a refund. It is further clarified that Roperro shall not be required to make any refund or return the product that it deems ineligible for a return or refund based on such quality checks.

4.7.6. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. ROPERRO reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, ROPERRO will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Platform.

4.7.7. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for ROPERRO to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package. It is hereby clarified that if the Bundled Package consists of any Non-returnable Product along with other Products, the User shall return all other Products except the Non-returnable Products.

4.8. Return of or refund for purchased Products shall not be entertained by ROPERRO if:

4.8.1. The Product has been used for reasons apart from checking fit and comfort. If ROPERRO is satisfied that the Product has been used for reasons apart from checking fit and comfort, ROPERRO shall reserve the right to reject the return of the Product;

4.8.2. The Product has been washed;

4.8.3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;

4.8.4. The serial number/IMEI number/bar code of the Product, as applicable, does not match ROPERRO’s records;

4.8.5. The accessories delivered with the Product are not returned along with the Product, in an undamaged condition;

4.8.6. There are any dents, scratches, tears or any other damage to the Products or any part thereof;

4.8.7. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;

4.8.8. ROPERRO is satisfied that the Product has been rendered defective or unusable; or

4.8.9.. if the User in any way breaches the Cancellation, Return and Refund Policy

4.9. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, ROPERRO shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

4.10. Roperro shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that ROPERRO shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

4.11. It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by ROPERRO after due verification at its sole discretion).

4.12. ROPERRO shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. ROPERRO disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

4.13. If the request for refund is undisputed by ROPERRO, the refund should reflect in the User’s bank account /card and/or the User’s ROPERRO Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which ROPERRO initiates the refund.

4.14. Refunds shall be processed by ROPERRO through its normal banking channels except in cases where a User had utilised his/her ROPERRO Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her ROPERRO Wallet for payment towards the purchased Products, ROPERRO shall process all refunds only into such User’s ROPERRO Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, ROPERRO shall process all refunds into either the User’s ROPERRO Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to ROPERRO at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, ROPERRO shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) ROPERRO deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s ROPERRO Wallet, it cannot be further transferred to any other bank account or encashed, and would continue to remain in the User’s ROPERRO Wallet until exhausted for shopping on the Platforms. For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using balances in his/her ROPERRO Wallet, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Cancellation, Return and Refund Policy being met, then ROPERRO may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s ROPERRO Wallet and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only to such User’s ROPERRO Wallet.

4.15. Return of purchased Products are facilitated through ROPERRO’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by ROPERRO, ROPERRO’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to ROPERRO. While ROPERRO has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, ROPERRO has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where ROPERRO is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to ROPERRO’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return.. Upon self-shipping the Product to ROPERRO’s warehouse, the User shall be required to scan the courier/postal receipt to customercare@roperro.com for ROPERRO’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at ROPERRO’s returns desk/warehouse.

4.16. In the event where the User claims to have self-shipped the Product in accordance with the process set out above and ROPERRO does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to ROPERRO to prove his/her claim of return of Products through self-shipment to ROPERRO. It is specifically clarified that any refunds shall be processed by ROPERRO only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.

5. Grievance Redressal

Any grievances relating to the Cancellation, Return and Refund Policy may be directed by you to the grievance officer of ROPERRO who can be contacted at grievance.officer@roperro.com.