TRUST DEAL POLICY

Updated on 15-Nov-2020

 

INTRODUCTION

Trust Deal policy is applicable for both Buyers and Sellers as resolution to comply with following benefits:

Genuine Products | Easy Cancellation and Return| Replace/Exchange or Refund.

Trust Deal policy is applicable for both Buyers and Sellers as resolution to comply with following benefits:

Genuine Products | Easy Cancellation and Return| Replace/Exchange or Refund.

  1.  Genuine Products

All sellers listed with us is required to enter into a legal agreement to sell only new and genuine items. We carefully approve only those sellers who can be reliable to sell you high quality product(s)/Service(s) at best prices. We don’t allow sale of duplicates, knock-offs, refurbished goods unless stated, used items on our website.

  1.  Easy Cancellation and Return

2.1 Easy Cancellation

You can Easily Cancel your order any time before processing the delivery, except the Goods which are made and prepared as per your specification or which have been personalized or exclusively custom-made item. In this regard, just raise a cancellation request as a reply to the order receipt mail.

      Following are the five rules for order cancellation: 

  1. Cash on Delivery Orders can be cancelled at any time before processing shipment (Normally within 1 hour, all confirmed orders will be forwarded to sellers for processing the shipment).
  2. Paid Orders can be cancelled before processing shipment, full amount will be refunded to customer account (Normally within 1hour, all confirmed orders will be forwarded to sellers for processing the shipment).
  3. Order cancel request raised after the above stipulated time (shipment processed and out for delivery), order will be cancelled and we will charge the reasonable packing/shipping charges.
  4. After order confirmation, if the item has to be changed variants, it can be done within 1 hour (before the order processed) by replying to our order confirmation mail (change will be depending upon the availability).
  5. For customized products, the option of cancellation is not applicable upon receipt of your advance payment.

Note: You will receive a cancellation confirmation mail from SWISH.QA, which should be used for your future enquiries regarding the cancellation.

 2.2  Easy Return

Our 3 Days Easy Return policy makes it very easy to return an item, except the Goods which are made and prepared as per your specification or which have been personalized or exclusively custom-made item and items complied with below table. In this regard, just raise a return or replace request as a reply to the delivery confirmation mail. Please return your item in its original packaging with all tags.

What will be covered under Easy Return:

 

 Error from Seller/TROLI.QA

  • Item is physically damaged/defective
  • Varies from the description
  • Wrong item delivered
  • Wrong color
  • Wrong style
  • Wrong size
  • Wrong quantity
  • Missing parts/accessories

All Items can be returned for replacement,

Except: Vehicles

 

Note: Refer the detailed list given below in T&C

 

  • Customer Not satisfied with the item

All Items can be returned for replacement,

Except: Baby Care; Beauty & personal Care; Car care & fresheners; Consumables; Customized items; Confectionery, Fresh Flowers, All Mobile & Electronics; Electronic smart watches; Grocery and Food; Gift Voucher; Furniture, Handkerchiefs; Health, wellness & medicine; Household essentials; Inner wear & sleepwear; Lingerie Products, Nutrition & supplements; Perfumes & fragrances; Pet Supplies; Precious jewelry; Socks; Vehicles, Adhesive & Sealings, Janitorial and Sanitation supply, Sports, Fitness and Outdoors, PC Components, Movies, Music, Books, Video Games, Mobile Accessories, software, Musical Instruments, Products in Clearance/Offer Sale

 Note: Refer the detailed list given below in T&C

 

Definition of Damages, Defects: There is a difference between damages and defects. Damages occur in handling product; defects occur at the factory. To place the measurement needed for continuous improvement in the appropriate place and to serve you better, we need to record the damage or defect properly. When product leaves our distribution centre there are no apparent physical damages.

Damage Attributes: broken, torn, crushed, cracked, bent, or dented. This can occur in two ways:

  1. By the freight carrier, meaning, if the box arrives physically damaged, we know the carrier had a hand in this damage. We call this Freight damage.
  2. Damage that is concealed, meaning, the box arrived physically undamaged, but when the box was opened, the product inside was damaged. We call this Concealed damage.

Defect: Is an imperfection in any aspect of the physical attributes of the product, caused by poor execution at the factory

Please note, items that are damaged as a result of wear and tear are not considered to be faulty.

  1. Replace/Exchange or Refund

The item once sold will be replaced/exchanged/refunded only for specific reasons as applicable in above table.  Accordingly, if any product falls under the eligible criteria as per above table for replace/exchange/refund, you have to inform us by written mail within 24 hours of your receipt of the product. On receipt of your mail, an acknowledgement mail will be sent to you that your mail has been registered with TROLI.QA with the replace/exchange/refund process. Replace/Exchange/Refund is possible only if we receive the product from you in original/good condition with its original packing, with all the tags, labels attached, inclusive of all original spare parts, accessories and documentation such as manuals and without any damages. Once your item has been returned to us it will be verified by our Quality Control Team and the result will be mailed to you within 48 working hours from the receipt of the Product.

By Replace, we mean replacing an item offered as an alternative to, and represented as being equivalent to, an originally specified item whichever you choose as per the availability of the product with us with the same brand and value. 

By Exchange, we mean if the replacement option is not available, we will recommend customer to choose any other item(s) available with us with same value or the customer can pay the difference amount, if any.

By Refund, we mean if the replacement/exchange option is not available, we will refund to the customer to his/her bank account or will provide store credit as per customer choice.  Your refund will be processed immediately and credited to your account within 5 to 7 working days from the date of approval. Please allow up to 14 working days before contacting us if you haven't received your refund. Depending on your bank/credit card company, it may take additional 2-5 business days after processing for the credited amount to show in your account. For credit card or debit card purchases, refunds will be credited to the original credit card or debit card account. If we are unable to process your refund due to an expired credit card of you, we will notify you by email and arrange for an alternative account to refund. For Cash on Delivery (COD) purchases, refunds will be managed through TROLI.QA Customer Service Team.

Notes:

Discount/Offer Price used for product purchase will not be considered for the replace/exchange/refund processing. It means, we will do the account reconciliation on the actual amount spent by the customer for the particular product’s purchase.

If the product return reason is ‘Customer Not satisfied with the item’ Replacement/Exchange/Refund will be excluding shipping and packing charges.

Terms & Conditions for Replacement/Return/Exchange/Refund:

  • Returns/replacements/exchange/refund will be accepted for only those items which are found to be eligible in above table.
  • Replacements will depend on the availability of the item. In case the replacement item is out of stock, we will arrange exchange/refund.
  • Items that you return should not be used, washed, altered/tampered or soiled. All original packing, labels, tags, leaflets, manuals, warranty/guarantee cards, freebies, accessories such as belts, locks, straps, etc. should be intact. The courier will not accept your item in absence of these.
  • If you wish to return an electronic device, that contains any personal information, please ensure that you have removed all such personal information from the device prior to return it. TROLI.QA shall not be liable in any manner for any misuse or usage of such information. Items with locks/passwords should be returned unlocked/disabled.
  • Electronic items: We require a document from the brand/OEM’s service Centre confirming that the delivered item was defective. We will carry out a quality check to validate the complaint before processing any request for replacement/exchange/refund.
  • Some items are bound by the brand’s specific policies regarding repair, exchange and returns. These policies will be binding on the customer.
  • Automobile Products (two-wheelers, four-wheelers and Commercial Vehicles) cannot be cancelled or returned.
  • Clearance or Offer sale products are not able to return unless it is coming under the criteria ‘Error from Seller/TROLI.QA’. In this regard, replace option is available depend upon the stock availability. If not, exchange/refund is available with the actual amount spent by the customer for the particular product’s purchase.
  • Discount/Offer Sale Price used for product purchase will not be considered for the replace/exchange/refund processing. It means, we will do the account reconciliation on the actual amount spent by the customer for the particular product’s purchase.
  • If the product return reason is ‘Customer Not satisfied with the item’ Replacement/Exchange/Refund will be excluding shipping and packing charges.
  • Items that are damaged as a result of wear and tear are not considered to be faulty.
  • TROLI.QA Gift vouchers cannot be return or refundable
  • Items sold as sets/combos cannot be exchanged or returned individually.
  • Returns/replacements/exchange/refund will be initiated after the pick-up of product.
  • The following items are non-returnable unless it is not under ‘Error from Seller/TROLI.QA’: Mobile's Insurance & Warranty, Vitamins & Minerals, Proteins & Sports Nutrition, Books, Paints, Cement, Ayurveda & Organic Products, Family Nutrition, Pharmacy Products, Health & Safety Utilities, Hospital & Medical Equipment, Alternative Health Therapies, E-Cigarette & E-Shisha, Sexual Wellness, Respiratory Care, Supports & Rehabilitation, Beauty & Personal Care, Food, Household Essentials, Fragrances, Precious Jewelry, Lingerie Accessories, Software, Gaming Title, DTH Services, Gift cards, Janitor Supplies, Oil & Additives, Car Care & Fresheners, Pet Supplies, Gift Sets, Perfume, Deodorants, Inner wear, Socks, Educational Devices, Extended Warranty & Insurance, Diapers, Gaming Consoles, Cartridges & Toners, Memory Cards, Graphic card, Processor, RAM, Motherboard.
  • The following items are only eligible for Replacement: Mobile Phones, Tablets, Wearable and Smartwatches, Power banks, Camera Lenses, Camcorders, Digital Cameras, DSLRs, Laptop Batteries, Internal Hard drives, Computer Components, External Hard Disks, Movies, Music, TV Shows, Projectors, Tyres & Alloys, Bean Bags, Shelves, Home Security Products, Headphones & Earphones, Iron, Personal Care Appliances, Printers & Scanners, Air Conditioner(s), Binoculars & Telescopes, Laptops, Monitors, Televisions, Home Theater Systems, Air Coolers, Refrigerator, Washing Machines & Dryers.

 

 

THESE STANDARD TERMS OF TRUST DEAL ("TRUST DEAL POLICY") IS AN ELECTRONIC RECORD IN THE FORM OF AN ELECTRONIC CONTRACT.  THESE DOES NOT REQUIRE ANY PHYSICAL, ELECTRONIC OR DIGITAL SIGNATURE.