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How can the customers track the return/replacement requests?

Customers can track the request for returning and replacements by logging with the registered mobile number, email ID or social ID (Facebook or google+) on website/App and select ‘My Order’ Section.

Items not eligible for returns:

  • Inner-wear
  • Lingerie
  • Swimwear
  • Socks and Stockings
  • Other Products as may be specified by V-mart from time to time and mentioned in the product section

The above-mentioned list of items is strictly indicative and not exhaustive. V-Mart reserves the right to determine whether any products sold on www.vmartretail.com is returnable or not. For better clarity in this regard, please refer to the product description section displayed on the website and app.

What is V-mart’s Shipping Policy?

We are committed to deliver an awesome shopping experience. To ensure 'Anxiety Free Shipping', we bring together the essential elements of shipments such as packaging, timely delivery, order status updates and support from our trusted logistics partners.

Timely delivery of the order is our utmost priority. However, the actual delivery of merchandise depends upon the availability of the product, the accuracy of the shipping address, etc. Each order is usually processed within 48 hours and we update you at every step, i.e. when the order is placed, processed, shipped, and delivered. If you have any questions during the process, feel free to reach our customer support.

Does V-mart offer Free Shipping?

For all purchases of Rs.1,000* or more, we will deliver the order to your doorstep free of cost. A shipping charge of Rs. 49 will be applicable to all orders valuing under Rs. 1,000.

If the order is cancelled, lost or un-delivered to the location mentioned at the time of placing the order, we will refund the entire order value including any shipping charges, if paid online.

If you choose to return an order successfully delivered to you, the order shipping charges will not be refunded. For a few customer accounts, whose return behaviour violate our fair usage policy, a delivery charge of Rs.49 will be levied on all orders, irrespective of order value. (Kindly refer to Section 3.1 for details)

*Order value is calculated after applying discounts, VAT/GST or any other applicable charges.

V-Mart Policy - Returns, Exchange, and Refunds

To ensure ultimate customer experience, we offer a ‘15 Days Free Return / Exchange Service’.

Return/Exchange Procedure

To initiate a Return or Exchange, the customer has to follow the simple steps below:

  • Login with your registered email ID or social ID (Facebook or google+) on www.vmartretail.com
  • Select My Order Section and drop down the list.
  • Click on Order Details against the order you wish to return partially or fully.
  • Click Return against the product you wish to return.

Customers can exercise any of the three options to return the purchased merchandise.

1. Pick-up of merchandise by our Logistics Partner

  • Once the return request has been placed, our reverse-logistics partner will visit your premises for pickup of item(s) to be returned.
  • The refund process is initiated once the quality check of the returned product is done at our store/warehouse. Please note that return & refund shall be considered as successful only after completion of the quality check i.e. ascertaining that returned products are not damaged as per conditions mentioned in Section 3.3 of this policy.
  • Online refunPick-up of merchandise by our Logistics Partnerd equivalent to the sale value of the merchandise will be processed within 10 days of successful returns. (Refer 3.4 )
  • Shipping charges will not be refunded.

2. Self-ship the Product to V-Mart

  • While we have made a reasonable effort to ensure seamless delivery and pick-ups across multiple locations in India, currently, we have a select list of areas where deliveries and collection can be undertaken by the logistics partners. In the events where logistics partner is unable to pick-up the purchased product from you, you can self-ship the product to the return desk of the store from which the delivery is done to you.
  • Upon self-shipping the product to the mentioned V-Mart location, you are required to scan the original courier/postal receipt to customercare@vmartretail.com for further processing. For the successfully received deliveries, we will credit a sum of Rs. 50 store credits to your V-Mart wallet. The aforesaid credit is subject to the returned products passing the quality check at V-Mart returns desk.

3. Drop at Store Option

  • We offer ‘Drop at Store’ facility to our valued customers in cities where our stores are located. We will also provide 25 reward points which will be credited in V-Mart wallet to customers who drop the return at our store.
  • You can check the list of our stores and contact details from the website store locator Link here.

Circumstances when the merchandise can be returned?

The items eligible and qualified for return can be returned if it fulfills one or more of the following conditions:

  • Merchandise was delivered in a physically damaged condition
  • Merchandise is different from what was ordered
  • Merchandise is different from its description on the product detail page on www.vmartretail.com
  • The product does not fit or is different from the size ordered

What are the circumstances when the merchandise cannot be returned?

Return/ Refund for purchased Products shall not be entertained by V-mart if:

  • Product is ineligible to be returned and is marked as Non-Returnable
  • Product has been washed or Tags showing brand name/prices on the PDP page/material as well as accompanying accessories have been damaged or discarded by the customer
  • Returned product(s) carry stains, sweat, detergent, or body odour
  • The serial number or barcode of the product, as applicable, does not match our records
  • Products to be returned must be accompanied by the accessories, gifts or other items originally bundled with such Product

We will have the right exercisable at our sole discretion, to refuse to accept the return of such product or process refund in form of store credits after deducting the amount payable in respect of such gift items.

Refund Mode:

Payment Mode by Customer

Refund Mode

Time needed for refund

Credit Card/ Debit Card

Original Payment Mode

7-10 days

Cash on Delivery

Store Credits Only

7-10 days

Wallet

Original Payment Mode

7-10 days

Offers, Discounts & Coupons

If you are unable to apply any offer, discount and coupon then contact our customer care executive at 9027057057

customercare@vmartretail.com

Customer Care

In case of any complaint, please be assured that our representatives will get back and work to resolve the issue within the following deadlines:

  • Order Related Queries

    Our executive will get back to you within 2 working days.
  • Courier Related Queries

    Our executive will get back to you within 2 working days.
  • V-mart Wallet Related Queries

    Our executive will get back to you within 2 working days.
  • Return/ Refund Related Queries

    Our executive will get back to your query within 2 working days. But, the refund process will take its due time. Refer our Refund Policy: (link https://www.vmartretail.com/policies.html#returns)

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