Return Policy

SONI PUSTAK CANCELLATION, RETURN AND REFUND POLICY

1. GENERAL

1.1. Soni Pustak Bhandar, having its registered office at Dr. Satish Chandra Ghosh Market, Subhash Chowk, Main Road, Madhepura, Bihar - 852113, India (“Soni Pustak Bhandar”, “we”, “us” or “our”) is managing and operating the website www.sonipustak.in (collectively referred to as “SONI PUSTAK”, “Website”, “App”), which inter alia facilitate the sale and purchase of products and services listed and sold (“Product(s)”) on the Website. The term “User” or “Users” or “you” or “ your” means any individual which uses, accesses or, browses the Website and/or purchases the Products on the Website.

1.2. We aim to provide the best User experience to our Users beginning from placing an order to initiating a cancellation/return/refund. While transacting on SONI PUSTAK, you can expect a hassle-free experience in returning, cancelling the Products that you have ordered/booked and can rely on us as your preferred shopping destination.

1.3. The ‘Terms and Conditions’ published on SONI PUSTAK shall be read by reference here. This cancellation, return, and refund policy (“Policy”), together with the Terms and Conditions sets out Soni Pustak Bhandar’s procedures and policies in accepting: (a) cancellation, (b) return, and (c) refund thereof. Any cancellation or refund of Products by you are subject to the terms and conditions set out under this Policy.

2. APPLICABILITY OF POLICY

2.1. By using SONI PUSTAK and/or initiating a request for purchase of Product(s) on the SONI PUSTAK, you agree to be bound by the terms contained in this Policy. If you do not agree to the terms contained in this Policy, you are advised not to transact on SONI PUSTAK. Please note that, we may from time to time change the terms of the Policy. Every time you wish to use SONI PUSTAK, please check the Policy to ensure you understand the terms and conditions that apply at that time.

3. TERMS OF CANCELLATION

3.1. Except as set out in Clause 3.4, you can cancel the order any time prior to the dispatch of the Product. The order cannot be cancelled once the dispatch has been initiated. However, once the Products have been dispatched, and you wish to cancel the order, please reach out to the Customer Support and request for order cancellation. We will put our best effort to avoid attempting a delivery. However, in case the delivery is attempted, you may reject the delivery.

3.2. The request for cancellation of the order can be made by cancelling the order from ‘My Order’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Soni Pustak Bhandar to you from time to time.

3.3. On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process for prepaid orders will be initiated within 24 hours of confirmation of cancellation.

3.4 Orders for Products listed under quick and local shops cannot be cancelled once the order is accepted. Local shops orders in the categories of flowers, cakes, gifts, plants, sweets, ice-cream and other perishables cannot be cancelled once placed, and no refund will be provided if the order is rejected or refused at the time of delivery.

4. TERMS OF RETURN AND REFUND

4.1. You may initiate return of Products within the timelines and as per the terms stipulated under Annexures (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Soni Pustak Bhandar will not process return if you have placed the order for a wrong Product model, colour or incorrect Product.

4.2. All our packages come with tamper proof packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.

4.3. You may register a complaint or request for return through SONI PUSTAK. To register a compliant or initiate return, please go to ‘Orders’ section and select ‘Support Ticket’ tab and then create a new ticket. You may select the option from the drop down menu to log the complaint or contact us via e-mail/ call/ chat with us. To initiate return, you are required to select ‘log a complaint’ and provide the necessary details about the shipment and order, provide the details of the issue, if any, and request for return. For quality purposes, we may also require you to provide images of the Product sought to be returned. The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, you may contact the customer care.

4.4. If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request with the customer support in this regard on SONI PUSTAK. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us; or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images/video maximum upto 60 seconds or 2MB of the damaged or defective Product received, Product packaging images, and/or our personnel to schedule a visit to assess the damage or defect in the Product. Further, to the assessment of the damage or the concern reported in the return request, Soni Pustak Bhandar may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.

4.5. In an unlikely event, if your order on SONI PUSTAK is marked as delivered and you have not received the order, please contact SONI PUSTAK customer support within 24 hours from the delivery of your order.

4.6 Please be informed that when you opt to return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy will be processed within a period of 1(one) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by Soni Pustak Bhandar are fulfilled. For prepaid order, the refund amount will be credited to the original payment mode. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

4.7. Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your Wallet. We do not make any cash refunds.

4.8. The amount claimed as refund will be refunded to you within 15(fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.

4.9 Any product which is marked as "Non-Returnable" on the product detail page will be treated as non-returnable and the return policy mentioned on the product's detail page will override the category level return policy mentioned in this Policy.

5. CUSTOMER SUPPORT TEAM

For any feedback, concern or query, you may please reach out to us on the below contact details:

Call us at: +91 933 497 0804

Annexure I – Scheduled Orders and Quick Orders- List of Returnable Products

You may return the Product if there is a size issue, fit issue, if the product is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered basis the Product description displayed on SONI PUSTAK. We will accept the return if the Product is in its original condition along with brand outer box, is unused/unwashed, the Product is not altered, MRP tags attached, bar code is intact, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. Further, there should not be any strong odour /foul smell/perfume/stain on the Product. Additionally in case of electronics, return will only be processed if the Product is not found to be activated and may be subjected to verification as per this policy.

Annexure II – Scheduled Order and Quick Order- List of Non-Returnable Product Categories

Products under the categories detailed below are non-returnable due to consumable nature of the Product. In an unlikely event of you receiving a damaged product or if the product delivered is different from what was ordered basis the product description displayed on SONI PUSTAK or if your order on SONI PUSTAK is marked as delivered and you have not received the order, you may contact SONI PUSTAK customer support for resolution within 24 hours of the delivery.

Annexure III – Local Shops Order

All products listed under ‘Local Shops’ tab on SONI PUSTAK are non-returnable. In an unlikely event of you receiving a damaged product or if the product delivered is different from what was ordered basis the product description displayed on SONI PUSTAK or if your order on SONI PUSTAK is marked as delivered and you have not received the order, you may contact SONI PUSTAK customer support for resolution within 24 hours of the delivery.