At Ostaagar,
we strive to ensure
a transparent and efficient procurement process.
As a B2B marketplace dealing in wholesale quantities,
our refund policy differs from retail standards
to align with factory production
and bulk logistics operations.
1. Eligibility for Refund
Refunds are processed only
under the following specific conditions:
-
Inventory Unavailability:
If a factory is unable to fulfill
a confirmed and paid order
due to sudden stock depletion.
-
Approved Claims:
Refunds resulting from approved
"Inventory Claims"
involving manufacturing defects
or significant transit damage.
-
Order Cancellation:
Cancellations initiated by the buyer
while the order remains
in "Pending" status
before quality check and dispatch.
-
Payment Failures:
Refunds related to double deductions,
failed payment confirmations,
or technical checkout errors.
2. Refund Process & Return Order Creation
📋 Mandatory Return Order Creation Rule:
To raise any claim or refund, buyers must create an official Return Order Request inside the Ostaagar Customer App within the 3-day (72-hour) return window. Seller payout is paused or put on hold strictly if and only if an official return order is created. If no return order is created within the window, delivery is deemed accepted and payout is automatically cleared to the seller without hold.
-
Verification:
Once an official return order request is created,
our support and verification team
conducts mandatory validation
and physical inspection where applicable.
This process generally takes
2–3 business days.
-
Processing:
Approved refunds are initiated immediately
after successful verification.
-
Credit Timeline:
Refund amounts are generally credited
within 5–7 business days,
depending on banking networks
and payment gateway processing times.
3. Refund Methods
-
Online Payments:
Refunds for payments made through
UPI,
Credit Cards,
Debit Cards,
Wallets,
or Netbanking
are credited back
to the original payment source.
-
Cash on Delivery (COD):
For approved COD refunds,
buyers must provide
valid bank account information
or UPI details.
Cash refunds are not supported.
4. Refund Calculation & Quality Guarantee
-
Seller Quality & Defect Guarantee (100% Full Refund):
If an order is returned due to Damaged/Defective Items, Wrong Item or Incorrect Size delivered, Missing Pieces/Incomplete Bundle, or Colour and Pattern Mismatch differing from the product listing, buyers are entitled to a 100% full refund (including inventory cost and logistics). Ostaagar enforces a strict quality control rule where a mandatory flat penalty of ₹200 is levied directly on the responsible partner.
-
Full Non-Fulfillment Refund:
Includes Inventory Subtotal,
GST,
and Logistics Fee.
Applicable when Ostaagar
or the Factory Partner
cannot fulfill the order.
-
Partial Refund:
Applicable for situations
where only a portion
of the consignment
is defective,
damaged,
or missing.
-
Logistics Deductions:
If a refund request arises
from buyer-side delivery refusal
without valid transit damage evidence,
logistics charges may be deducted
from the refundable amount.
5. Non-Refundable & Fraudulent Return Scenarios
-
Intentional / Wrong Item Returned by Customer (Strict Rule — No Full Refund):
If a buyer intentionally, falsely, or fraudulently returns a wrong item, swapped garment, counterfeit item, used product, or empty package differing from the verified shipment, FULL PRODUCT VALUE WILL NOT BE REFUNDED. Upon warehouse unboxing inspection, Ostaagar reserves the strict right to deduct up to 100% of the consignment value, charge two-way logistics, deny refund disbursement, and suspend the buyer account under platform anti-fraud standards.
-
Change of Mind:
Refunds are not available
for "change of mind"
on dispatched wholesale
or bulk orders.
-
Used Items:
Products removed
from original factory packaging,
partially used,
modified,
or resold by the buyer
are not eligible for refunds.
-
Late Reporting:
Claims submitted
after the 48-hour damage reporting window
or the 7-day manufacturing defect period
are not eligible for refund processing.
6. GST & Taxation
In accordance with Indian Tax Laws,
Ostaagar issues an official Credit Note
for every approved refund.
This document adjusts the applicable GST liability
and should be used by buyers
for Input Tax Credit (ITC) reconciliation.
7. Contact for Refund Queries
For questions related to refunds,
claim verification,
or refund status updates,
please contact:
Email:
support@ostaagar.com
Please include your
Consignment ID
while contacting support
for faster assistance.
