POLICIES AT VASTRA
At Vastra, we’re dedicated to giving our customers a fair, rewarding and enjoyable shopping experience. Take a look at our store policies detailed below to learn more, and reach out today with any questions.
While this Return Policy states the general terms and conditions, in relation to return of products purchased on the Platform, the detailed terms and conditions in relation to delivery, return and pick up for Products may be specified by respective Vendors. You are requested to carefully read and understand the Vendor specific terms and conditions of return as provided against the respective Products on the Platform.
1. GENERAL CONDITIONS OF RETURN
1.1 The terms and conditions of return are specific to each Product on the Platform and such specific terms, including the option of returns, exchanges, replacement and refunds offered may be displayed by the respective Vendors along with the description of the Product on the Platform. The description of Product may also be accompanied with the shelf life, packaging details, details where delivery and/or pick-up is available, window within which the return may be initiated, and the terms of guarantee, warranty and/ or insurance, as applicable.
1.2 In the absence of any specific description regarding the return of a Product purchased by a Customer on the Platform, the terms and conditions of this Return Policy shall apply to the Customer as well as the Vendor.
1.3 In case of any conflict between the terms of this Return Policy and terms of return specified by the respective Vendor in relation to a Product, the specific terms of return specified by the Vendor shall prevail.
2. ELIGIBILITY TO INITIATE RETURNS
2.1 Except as stated in Clause 2.2 below, the Products purchased from the Platform cannot be returned and the payments made on the Platform shall be non-refundable, unless Product description states to the contrary.:
2.2 Subject to full payment made against such Product and return being initiated within the specified timelines, a Customer may initiate return of Products purchased on the Platform on the following grounds:
(a) wrong Product has been delivered to the Customer, and return is initiated within 24 (twenty four) hours of delivery;
(b) the Product has been delivered in a damaged condition due to improper packing and/ or tagging/ labelling (for example, a fragile product was not marked as “Fragile” or a perishable product was not marked as “Perishable”), and return is initiated within 24 (twenty four) hours of delivery;
(c) the Product (if manufactured) has a manufacturing defect, and the return is initiated within 30 (thirty) days of delivery; and/ or
(d) the Product is not as per the description given on the Platform by the Vendor, and the return is initiated within 24 (twenty four) hours of delivery.
2.3 The Customer shall take photographs or videos of the Product before initiating a request for return under any of the grounds specified under Clause 2.2. The photographic evidence may be required at any time by our Us, Our logistics team, the pick up agent or the Vendor to verify the claims of the Customer; and absence of such photographic evidence may require Us to cancel Your return, replacement or refund request.
2.4 If return is initiated by a Customer on one of the grounds mentioned above, then, the Vendor shall arrange for a pick-up of the Product from the Customer, either itself, or through a third party person.
2.5 Notwithstanding anything else contained in this Return Policy, no perishable Products shall be returned, however, the Vendor may offer refund in case such Product is expired when delivered or if return is initiated on the grounds mentioned in Clause 2.2 (a), (b) or (d) above,
3. PICK UP AND RETURN OF PRODUCTS
3.1 The pick-up and processing of return shall be done by the respective Vendor in accordance to the Product description against the specific Products listed on the Platform, and in the absence of such terms, in accordance with this Clause 3.
3.2 Pick-up and return/ refund shall be processed only for such Products which are eligible for return pursuant to Clause 2 of this Return Policy. The Customer may initiate a return of eligible Products within 10 (ten) days by
3.3 Once, return/ refund has been initiated by a Customer, We will inform the same to the Vendor immediately and the Vendor shall arrange for a pick-up of the same within 15 (fifteen) days, either itself or through a third party person.
3.4 After pick-up, for further processing of return/ refund, the Product may be checked in the following manner:
(a) whether there is any difference in the Product delivered and returned;
(b) whether there is any difference in the condition or wear and tear in the Product from when it was delivered;
(c) whether any additional damage has been caused to the Product while in the possession of the Customer;
(d) whether the packaging of the Product is intact or tampered with.
3.5 The pick-up may be aborted by the pick-up executive in the event it is determined at the time of pick-up that the Product is not- returnable, has been used by the Customer, has been damaged by the Customer, any one or more parts of the Product are missing, the Product has no price tag/ warranty card, instruction manual and/ or any other document that was delivered along with the Product.
The purchase of products on the Platform shall be non-refundable, unless specifically stated.
In case a Product has been returned successfully on the ground that a wrong Product was delivered or the Product was delivered in a damaged condition, then, in lieu of such returned Product, within a reasonable time, another Product with similar specifications shall be delivered by the Vendor to the Customer at no additional cost to the Customer, subject to availability of such Product with the Vendor.
In the event the Vendor is unable to replace a Product validly returned by a Customer, then such Customer shall receive a refund of the Purchase Price and the refund amount would be reflected in the Customer’s original payment account within 10 (ten) working days. In the event the payment was completed via cash on delivery, the refund amount would be transferred to the bank account as provided by the Customer to Our logistics team.
In the event a Product is not eligible for return, then no replacement, return or refund shall be provided against such Product, either by Us or by the Vendor.
In case You have any queries or require any assistance with respect to initiating returns, please reach out to our customer care at
SHIPPING DURING THE SPREAD OF COVID-19
Prioritizing high-priority items in our operations network
As COVID-19 has spread, we've seen an increase in people shopping online. To serve our customers while also helping to ensure the safety of our associates, we’ve adjusted our logistics, transportation, supply chain, purchasing, and third-party seller processes to prioritize delivering items that are a higher priority for our customers. This will result in some of our delivery promises being longer than usual.
We request you to kindly cooperate with us and stand hand-in-hand with the Government's decision to contain the spread of Coronavirus in the country.
Although we are accepting orders for all items, the lower-priority items will be shipped to you as soon as we are in a position to do so.
Please also note that we are facing a certain amount of delays due to individual state-level and city-level lockdowns imposed by the governing body in-charge, due to which delivery timelines have been heavily impacted.
These changes are in effect from 18th March 2020, and we will update when we resume normal operations. We will follow all Centre and State Government guidance on this. We continue to work with concerned government authorities to ensure on-ground support that will enable us to offer a more expanded selection to fulfil customer needs.
We recognize these are hard decisions that may impact some of our sellers’ business - we appreciate their understanding and continue to work for ways to enable small businesses to meet customer requirements during this time.
Vastra and our network of partners are helping communities around the world and in India to deliver much-needed supplies directly to the doorsteps of people who need them. We will remain focused on providing this vital service to people in India, especially to those most vulnerable, like the elderly or those without access.
For any other assistance, reach out to us at firstname.lastname@example.org or contact us at +919929462176.
STANDARD SHIPPING POLICY
We currently deliver across India to all metros and certain non-metro cities.
We have tied up with a reliable logistics partner that ensures reliable delivery of non-perishable items across cities. For perishable goods, we have a dedicated logistics team that will pick your products from the vendor and hand-deliver it to you (This service is currently available only in select cities for select products).
We try our very best to ensure that there are no delays in shipments, but sometimes it's beyond our control.