Phygicart Product Refund & Replacement Policy
At Phygicart E-Commerce Pvt. Ltd., customer satisfaction is our priority. Our refund and replacement policy ensures a smooth resolution for any concerns related to product quality, damage, or incorrect deliveries.
Eligibility for Refund/Replacement
- Damaged or Defective Products: Products delivered in a damaged or defective state.
- Wrong Product Delivered: If the delivered product does not match the order placed.
- Refundable Products Only: Refund or replacement is available only for products that qualify under the refund policy. Some products, such as offer sale items and textiles, are non-returnable.
Conditions for Refund/Replacement
- The request must be raised within 7 days from the date of delivery or pick-up.
- The orders up to 100 SV only eligible for refund.
- The product must be unused, unopened, and in its original packaging (for non-defective returns).
- The original invoice or receipt must be provided.
- The issue must be verified by our Customer Care team.
- Refund or replacement is subject to approval after verification.
Refund/Replacement Process
- Raise a Request:
- Online Purchases: Log in to your account on our website and submit a refund/replacement request under the "My Orders" section.
- Send an Email: After submitting the request online, email support@phygicart.com from your registered email ID, including all relevant request details.
- Verification:
- Our team will verify the claim through photos, videos, or physical inspection.
- Customers may need to provide photographs or videos for quicker verification of damaged or defective products.
- Approval & Processing:
- Once approved, refunds or replacements will be initiated within 7 working days.
- For replacements, a new product will be dispatched or made available for store pickup.
- Refund Disbursement:
- Refunds will be issued as a credit note for future purchases.
- SV from the previous order will be deducted in case of a refund.
- When using a credit note for a refund or replacement purchase, no SV will be adjusted in the new order.
- Refunds will be processed only to the registered name and account used during the purchase. (This applies only to privilege customers making direct purchases, not direct sellers.)
Exclusions
- Products damaged due to misuse, mishandling, or improper storage by the customer.
- Products without original packaging or invoice.
- Consumable products (e.g., food items) once opened, except in cases of defects or damage.
- Requests raised beyond the stipulated 07-day timeframe.
Special Policy for Store Pick-up Customers
- Customers using the store pick-up option must confirm their delivery status after placing an order or when the product arrives at the store.
- Refunds will not be processed for orders uncollected beyond 30 days from the product's arrival at the store.
Exceptions for Direct Sellers
- For Direct Sellers, refunds/replacements will only be processed after verifying compliance with the company’s direct selling policies.
- Commission or incentive adjustments may apply if the refund affects previously calculated earnings.
Effective Date & Transition Policy
- This refund and replacement policy is effective from April 1, 2025.
- All old refunds or replacement requests must be addressed within 31st August 2025.
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