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Returns, Cancellation & Refund Policy

This Cancellation, Return and Refund Policy (“Policy”) governs the conditions under which orders placed on the MBC platform (“Platform”) may be cancelled, returned, or refunded. This Policy applies to customers, merchants/sellers (“Merchant”), resellers (where applicable), and is administered by DTDC 3PL (“Company”, “Kaarigo”, “MBC”).

By using the Platform, all parties agree to be bound by this Policy.

1. Order Cancellation

1.1. Customer-Initiated Cancellation

  • A reseller (on behalf of the customer) may cancel an order only until the time the pickup for the order has not been scheduled.

  • Once the pickup is scheduled and the same is updated on the Kaarigo Merchant Portal and the MBC Portal in parallel, the order shall no longer be eligible for cancellation by the customer.

1.2. Merchant-Initiated Cancellation

  • A Merchant may cancel an order if the ordered product is unavailable or cannot be fulfilled.

  • To ensure a seamless customer experience, Merchants are strongly advised to:

    • Maintain adequate inventory for all listed products;

    • Closely monitor fast-moving SKUs and replenish stock in a timely manner; and

    • Update the Order Management Module (OMM) on a daily basis to accurately reflect product availability or non-availability.

  • Repeated cancellations due to inventory issues may attract corrective actions as per Kaarigo policies.

2. Returns

2.1. Customer-Initiated Returns

  • A reseller (on behalf of their customer) may raise a return request only once per order.

  • Return requests must be raised after successful delivery of the product and strictly within the return window specified against the respective product listing on the Platform.

  • Return eligibility, timelines, and conditions shall vary by product and shall be clearly displayed on the product detail page.

2.2. Non-Delivery / Refusal at Delivery (RTO)

  • If the customer is unavailable at the time of delivery or refuses to accept the shipment, the order shall automatically be marked for Return to Origin (RTO) by DTDC 3PL.

  • The returned shipment shall be safely delivered back to the Merchant.

  • In such cases, the Merchant shall bear the applicable RTO charges.

  • Exception: For orders generated through digital platforms owned, empanelled, or operated under DTDC 3PL, the Merchant shall not be liable to bear RTO charges.

2.3. Post-Delivery Returns (Reverse Pickup)

  • If a customer accepts delivery but subsequently raises a return request due to issues such as damage, defect, or mismatch, DTDC 3PL shall arrange a reverse pickup.

  • To facilitate the process and before putting the reverse pick up process in motion, the reseller on behalf of his customer must register the return request along with valid videos and images of the damaged / defective / mismatch product deliver within 24 hours of delivery with the DTDC 3PL Support team.

  • All return requests shall be subject to a sanity and validation check by DTDC 3PL upon receipt of the return request.

  • Only upon successful validation shall the return request be approved.

Liability for Reverse Pickup Charges

  • If it is determined that the product dispatched by the Merchant was damaged, defective, or incorrect, the Merchant shall bear the reverse pickup charges.

  • In cases where an order placed by a Reseller and forwarded to a Merchant is returned, the Reseller shall bear the applicable RTO or return charges.

3. Transit Damage or Loss

  • If a product is found to be damaged or lost during forward or reverse transit, the liability shall lie with the concerned courier partner empanelled by DTDC 3PL.

  • Such cases shall be governed by the Claims and Settlement Policy detailed in Annexure – D, subject to:

    • The Merchant raising a claim within the prescribed timelines; and

    • Submission of complete and accurate documentation as required under the claims process.

4. Refunds

  • Refunds, where applicable, shall be initiated only after:

    • Successful validation of the return; and

    • Receipt of the returned product or confirmation of loss/damage, as applicable.

  • Refunds to the Reseller shall be processed in accordance with the Platform’s Payment Policy and credited to the original mode of payment, the wallet and/or as otherwise determined by the MBC platform.

  • Refund timelines may vary based on banks, payment gateways, and regulatory requirements.

  • Any refunds to the customers of the Reseller shall be handled in accordance with the policies and T&Cs of the reseller’s arrangement with his customers.

5. General Provisions

  • MBC reserves the right to reject return or refund requests that do not meet the conditions specified in this Policy.

  • This Policy shall be read in conjunction with the Payment Policy, Seller Agreement, Claims and Settlement Policy, and other applicable Platform policies.

  • MBC may amend or update this Policy from time to time, with changes being communicated through appropriate channels.