Return Policy

This Return Policy ("Policy") governs the physical return of products purchased on the Vilarci platform (https://vilarci.in/), operated by Krishnendu Kar, Tamluk, Purba Medinipur — 721627, West Bengal, India.

Vilarci operates as an intermediary marketplace. Products are sold by independent verified third-party sellers. Therefore, return eligibility and the duration of the return window are set individually by each seller at the product level, within the boundaries defined by this Policy and the Consumer Protection Act, 2019.

This Policy governs the physical return of a product to the seller — the process of sending an item back. The monetary refund that follows an accepted return is governed by our separate Refund & Cancellation Policy, which you should read alongside this document.

Understanding the full return journey on Vilarci helps you act within the right timelines and ensures a smooth experience:

Each seller sets a return_days value per product. This is stored in Vilarci's database and displayed on every product listing page, at checkout, and in your order confirmation.

• Per product, not per order. Different items in the same order from the same seller may carry different return_days values. Always check per item, not per order.
• Countdown begins on Date of Delivery — the date the logistics partner marks the parcel as delivered — not from the order date, payment date, or dispatch date.
• The window set at time of purchase governs. If a seller later changes their return_days setting, previously placed orders are unaffected.
• Maximum is 30 days. No seller on Vilarci can offer a return window longer than 30 days from the date of delivery.
• Statutory rights are never waived. A return_days = 0 setting does not remove your rights under the Consumer Protection Act, 2019 in cases of fraud, non-delivery, defective goods, or material misrepresentation. Vilarci's Buyer Protection applies in all such cases.

When a seller sets return_days = 0, the product is marked "No Return" on the listing page. By purchasing, you acknowledge that physical returns are not accepted — except under Vilarci's Buyer Protection in these specific situations:

• The product was never delivered — non-delivery confirmed by the logistics partner after investigation.
• The product is materially different from the listing — wrong item, counterfeit product, or fundamentally different from the advertised specifications.
• The product is Dead on Arrival (DOA) — completely non-functional on first use — and video evidence is provided within 48 hours of delivery.
• The product is physically damaged upon delivery and photographic/video evidence is submitted within 48 hours of delivery.
• The seller or listing is confirmed fraudulent or materially misrepresents the product.

A return request is eligible when all of the following conditions are met:

• Within return_days window: The request is raised before the seller's return_days deadline, counted from the date of confirmed delivery.
• Accepted reason: The return reason falls under: item not as described, damaged or defective product, wrong item delivered, quality significantly below the listing, or item not functional (DOA).
• Item meets return conditions: The product is in the condition required by the seller — see Section 8 (Item Conditions) for the complete checklist.
• Evidence provided: Clear photographs or an unboxing video are submitted with the return request, particularly for damage or defect claims.
• Request raised via Platform: The return request is submitted through My Orders on vilarci.in. Requests made solely via WhatsApp, phone, or email do not create a valid record.

For a return to be accepted after seller verification and quality check, the item must typically meet the following conditions. Sellers may apply stricter requirements — always check the product-specific return terms on the listing.

Returns will not be accepted in the following situations:

• return_days window expired — the seller's return window for that product has passed since the date of delivery, except for Buyer Protection cases.
• return_days = 0 with no Buyer Protection trigger — the seller set no-return and the product is not damaged, defective, wrong, or undelivered.
• Item used, washed, or altered — showing clear signs of use, laundering, wear, repair attempts, or modification after delivery.
• Original packaging or tags missing — unless the seller explicitly waives this requirement for that product.
• Serial numbers or seals tampered with — stickers, IMEI labels, or authenticity holographs removed or altered.
• Missing accessories or components — items returned without all original accessories, cables, manuals, or parts.
• Digital goods or activated products — software keys, e-vouchers, subscription codes, or digital downloads once accessed or redeemed.
• Perishable goods — food, eatables, flowers, or plants (unless defective on arrival).
• Custom or personalised items — made-to-order, engraved, embroidered, or personalised specifically for the buyer, unless defective.
• Hygiene-sensitive items once opened — innerwear, swimwear, cosmetics with broken seals, earrings (non-sealed), and similar personal care items.
• Items damaged after delivery by the buyer — damage caused by misuse, accident, improper storage, or neglect after receipt.
• Fraudulent return attempts — returning a different or inferior product than what was originally shipped. Such attempts will result in account suspension and possible legal action.

No return pickup is scheduled until the seller has approved the request. This protects both parties from invalid returns.

• If the seller does not respond within 72 hours, Vilarci escalates automatically. Where evidence clearly supports the buyer, Vilarci may approve the return on the seller's behalf.
• If Vilarci rules in the buyer's favour after mediation, the return pickup cost and refund are borne by the seller.
• Sellers who repeatedly reject valid return requests face penalties, rating impacts, and possible suspension from the Platform.

After a return request is approved, Vilarci arranges the physical collection of the product from your delivery address through two modes:

• Pickup is scheduled within 24–48 hours of return approval. You will receive the pickup date and an estimated time window via WhatsApp and the Platform.
• Be available at the pickup address. If you are not available during the scheduled window, the agent will make one additional attempt. A second missed pickup may result in the return request being cancelled.
• Pickup address must match the original delivery address. If you have moved or wish a pickup from a different address, contact Vilarci support before the pickup is scheduled.
• Obtain a pickup confirmation receipt from the logistics agent at the time of handover. This is your proof that the item was collected and will protect you if the item is lost in transit.
• If the item is lost by the logistics partner during return transit, Vilarci will initiate a refund without requiring the item to reach the seller — upon confirmation from the logistics partner.

Proper packaging protects the product during return transit and helps ensure the quality check passes. Follow these guidelines when packing your return:

• Use the original packaging wherever possible — the manufacturer's box, bubble wrap, foam inserts, or polybag that the product arrived in.
• If the original packaging is damaged or unavailable, use a similarly sturdy box or courier-grade packaging that prevents the product from shifting or being crushed during transit.
• Do not cover or remove original labels, barcodes, or serial stickers on the product or its box — only add your return label on the outer courier packaging.
• Include all accessories, manuals, warranty cards, and freebies that came with the product inside the parcel.
• Attach the Return Request ID slip (printable or hand-written) inside the package or on the outside. This helps the seller identify your return immediately upon receipt.
• Seal the package securely with tape before handing it to the pickup agent.
• For fragile or high-value items, add extra cushioning (bubble wrap, newspaper, foam) around the product before placing it in the outer box.

Once the returned item reaches the seller's warehouse, it undergoes a Quality Check (QC) within 1–2 business days of receipt. The QC verifies that the returned item matches what was sent and that the return reason is legitimate.

• The seller must complete and report QC results within 2 business days of item receipt. Failure to report within this window triggers an automatic Vilarci review.
• If Vilarci determines the seller's QC rejection is unjustified (e.g., seller claims damage caused by buyer without evidence), Vilarci may override the rejection and initiate the refund.
• Buyers who repeatedly return items that fail QC may have their return privileges restricted or accounts reviewed for misuse.

Once a return passes the quality check, Vilarci initiates a refund to your original payment method within 2 business days. For detailed information on refund timelines, credit to different payment methods, and how to handle delayed refunds, please refer to our Refund & Cancellation Policy.

• Refunds are credited to the original payment method used at checkout — UPI, card, net banking, wallet, or bank account (for COD orders).
• The refund amount includes the full product price and original shipping charges (where the return is due to seller fault). Change-of-mind returns may not include original shipping charges.
• Vilarci sends a refund initiation notification via the Platform and WhatsApp once the refund is triggered. The notification includes the refund amount and expected credit date.
• If the return is for a partial order (one item in a multi-item order), only the returned item's price (and applicable shipping portion) is refunded.

If your order contains multiple items and you wish to return only some of them:

• You can raise a return request for individual items within a multi-item order. Each item's return request is evaluated independently against that item's own return_days setting.
• Items that have different return_days values (set by their respective sellers) must each be returned within their own applicable window.
• The refund for a partial return covers only the items returned — the rest of the order is unaffected.
• Shipping costs for a partial return are calculated proportionally or as agreed with the seller at the time of return approval.
• If a combo or bundled product is being returned partially (e.g., returning one item from a set), the seller's policy on bundles will govern whether a partial return is accepted. Where a seller does not accept partial bundle returns, the entire bundle must be returned together.

If you receive a product that is physically damaged upon delivery or has a manufacturing defect, you may return it regardless of the seller's return_days setting, subject to these conditions:

• Visible damage on arrival: Report and raise a return request within 48 hours of delivery. Submit an unboxing video or photographs clearly showing damaged packaging and the damaged product inside. This is critical — damage claims reported after 48 hours may not be accepted.
• Manufacturing defect during use: Report within the seller's return_days window from delivery. Include a video demonstrating the defect — e.g., showing the product failing to function as advertised.
• Dead on Arrival (DOA): Product completely non-functional on first use. Report within 48 hours with video evidence. DOA items are covered by Buyer Protection regardless of return_days = 0.
• Return shipping is covered by the seller or Vilarci in all confirmed damage or defect cases.

If the delivered item does not match your order — wrong size, colour, model, or a completely different product — you are entitled to return it regardless of return_days.

• Raise via My Orders → Request Return → "Wrong Item Received" within 48 hours of delivery.
• Provide photographs comparing the delivered item against your order confirmation. Include the order ID in the photo where possible.
• The seller will arrange return pickup at their cost and either dispatch the correct item or issue a full refund including original shipping.
• If the seller disputes the claim, Vilarci mediates. Verified wrong-item cases are resolved in the buyer's favour, with all costs borne by the seller.
• Do not use the wrong item — using it may make return verification more difficult.

For products that carry a manufacturer's warranty where a defect is discovered after the return_days window has closed:

• Refer to the manufacturer's warranty card included in the package for authorised service centre contact information and warranty claim procedures.
• Vilarci is not responsible for post-window warranty servicing — warranty obligations lie with the manufacturer.
• If you need assistance locating the authorised service centre for your product's brand, contact Vilarci support and we will help where possible.
• Dead on Arrival (DOA) — product non-functional on first use — is covered under Buyer Protection within 48 hours of delivery, regardless of the warranty card's instructions or return_days value. Always report DOA immediately.

• Vilarci is an intermediary marketplace. Its role in returns is to facilitate the process — accepting requests, coordinating pickup, mediating disputes, and triggering refunds after QC. Vilarci is not the primary seller and is not liable for product quality beyond what this Policy describes.
• Vilarci is not liable for damage to the returned item during transit that results from inadequate packaging by the buyer. Buyers are responsible for packing returns securely.
• Where Vilarci rules a return valid but the seller disputes the QC, Vilarci may advance the refund and recover the amount from the seller's next payout independently.
• Vilarci is not responsible for delays in the return pickup process caused by logistics partner constraints, force majeure, or incorrect address provided by the buyer.
• In no event shall Vilarci's liability in connection with any single return claim exceed the amount paid by the buyer for the product in dispute.

Vilarci reserves the right to update this Return Policy at any time. Material changes will be communicated via a Platform announcement and registered email at least 7 days before taking effect. Minor clarifications will be updated without individual notification.

The version of this Policy governing a specific order is the one in effect at the time of purchase — not at the time the return request is raised. Continued use of the Platform after any change constitutes acceptance of the revised Policy.

For all return-related matters, first use the self-service tool in your account: My Orders → Request Return. If further assistance is needed — for escalations, delayed pickups, or QC disputes — contact our Grievance Officer below with your Order ID and Return Request ID.