Refund policy
We, at Trateng Greens Private Limited (“Company” or “we” or “our”), set forth this standard replacement and refund policy (“Policy”) applicable to all our customers (“Customer/s” or “you” or “your/s”) who wish to purchase any products listed (“Product/s”) on our website (https://agapisikkim.com/) (“Website”) or online through any other platforms where the Company’s Products are listed (“Online Channels”). This Policy must be read in consonance with the Company’s Shipping Policy, Terms of Use, and Privacy Policy. This Policy governs the replacement and refund procedures of the Company. We believe in following a transparent replacement and refund mechanism and this Policy sets forth the process followed by the Company. This Policy shall be applicable for the products purchased through the Company’s Website and Online Channels.
1. Replacement Policy
1.1. All Products available on the Website and Online Channels are replaceable, unless specified otherwise in the description of the Product on the Website and Online Channels provided such Product is not listed under the sale section on the Website and Online Channels.
1.2. The Products shall be replaced only if they meet the below-mentioned criteria:
1.2.1. if the Products received are in a damaged/defective state;
1.2.2. if the Products received by the customer are expired on the date of delivery of the Products; and
1.2.3. any other criteria that may be decided by the Company from time to time;
1.2.4. if the Customer shares atleast 4 pictures of the Product, the front image of the product along with the name of the Product and back image of the Product;
1.2.5. if the Products have been packed in their original packaging, unless it was torn or spoiled or damaged in any manner.
1.3. A return and replacement shall not be provided if any of the following criteria are met:
1.3.1. if the Customer has used and/or damaged the ordered Product/s;
1.3.2. if the Customer has altered the Product in any shape or form;
1.3.3. if the request for replacement has been generated after the permissible time period as mentioned in Clause 1.5 of this Policy;
1.3.4. if the photo(s)/video(s) shared by the Customer as a verification proof have been tampered with or inconsistent with the Product/s ordered; and
1.3.5. if the packaging, labels or stickers are missing;
1.3.6. products that have been opened, or tampered with in any way.
1.3.7. any other criteria that may be decided by the Company from time to time.
1.4. To process the replacement of a Product, a Customer must communicate such request on any of the modes as prescribed below:-
Email: sales@agapisikkim.com
1.5. Any Customer can initiate a replacement request by contacting the Company on the above- mentioned Email ID within 48 (forty-eight) hours of the delivery of the Product/s or such time period as may be mentioned in the Product description on the Website and Online Channels.
1.6. In the event of damaged Products, the Customer is required to send the photo(s)/video(s) of the Product/s as per Clause 1.2.4, to be returned along with the Product’s receipt generated at the time of order.
1.7. Upon initiating a request to process a replacement, the Customer will be contacted by the Company’s executive for further verification. Once the Company’s executive is satisfied with the verification and/or clarification of the customer, they shall confirm such request for replacement by the Customer.
1.8. In order to replace the Product, the Company may, at its discretion shall arrange for the Product to be picked up from the Customer’s location to the Company at the address mentioned in Clause 4.1 of this Policy.
1.9. The Customer must return the Product/s for replacement in the original packaging along with any gift/samples/freebies that the Customer must have received with the original Product.
1.10. On receipt of the Product at the registered warehouse of the Company, the Company’s executive shall initiate a process for a replacement.
1.11. When the Customer initiates a request for replacement, the Company shall initiate the replacement on receipt of the Product to the registered warehouse of the Company. The cost of shipping the replaced Product will be borne by the Company.
1.12. Bulk orders cannot be replaced or returned. However, in case the Product received is damaged, then in such cases the Customer can reach out to us as per Clause 1. Further, please note that determining whether a bulk order or part of a bulk order qualifies for return or replacement shall solely be at the discretion of the Company.
2. Refund Policy
2.1. No monetary refunds (cash or bank transfer) or store credits shall be provided by the Company except for otherwise provided in Clause 2.2 and Clause 3.1.
2.2. The Company shall initiate a monetary refund of returned Product/s only in select cases at the discretion of the Company. These circumstances include the following:
2.2.1. Overcharging: If you have been charged an incorrect amount for your purchase, a monetary refund will be initiated. The refunded amount will be credited back to the original source of payment.
2.2.2. Change in Price: In cases where the price of a product changes after you have placed an order but before it has been dispatched, a refund will be processed for the difference in price. This refund will also be credited back to the original source of payment.
2.2.3. Discrepancy: If you receive a product that is significantly different from what you ordered, or is damaged, you may be eligible for either a refund or a replacement, depending on your preference. The monetary refund, if applicable, will be credited to the original source of payment, while a replacement product will be shipped to you.
2.3. In the event of monetary refund, the money shall be refunded in the original source of payment whereas in the event of cash on delivery, the refund shall be processed in the bank account or UPI account as requested by the Customer.
2.4. Cancellation of orders is strictly prohibited under all circumstances, without any exceptions. Once an order has been placed and confirmed, it cannot be canceled, whether it has been dispatched or not.
2.5. Any Product purchased in pursuance of an ongoing offer or purchased via any gift card shall not be refunded; however, the Product will be replaced in accordance with the Policy.
3. Out of stock Products
3.1. If an item you have ordered is found to be out of stock, we will contact you within 2 business days of placing the order to inform you of the unavailability. At that time, you will have the option to:
3.1.1. Replace the out-of-stock Product with a similar product of equivalent value.
3.1.2. Modify your order accordingly by adding or removing Product(s).
3.1.3. Cancel the out-of-stock Product and proceed with the remaining order.
3.2. If we do not receive a response within 2 business days after contacting you, we reserve the right to process the rest of your order and issue a refund for the unavailable Product(s)
4. Company Details
4.1. For replacement of any product, please courier the Product on the following address:
Trateng Greens Private Limited, Ground Floor, Comfort Inn Building, Gairi Gaon, Tadong, East Sikkim 737102, Email ID: info@agapisikkim.com
4.2. This Policy is subject to change without prior notice. The Company shall have the final discretion for accepting the replacement and refund requests. The customer is hence recommended to read this Policy from time to time, on the Platform, to be abreast with any such changes.