Returns, Exchanges, Instant Return & Open Box Delivery Policies

Returns, Exchanges & Refunds Policy
Last updated: [28-10-2025]

This Returns, Exchanges & Refunds Policy (“Policy”) applies to products purchased on the Platform via www.IERADA.com or the mobile application under the brand name “IERADA” (together, the “Platform”), which are offered by various sellers via the Platform. Returns, refund and exchange policy gives you an option to return, or  exchange items purchased on the Platform, within the specified return/exchange period. By purchasing on the Platform, you agree to the terms of this Policy and any other applicable policies of the Platform.

1. Returns

When purchasing a product via the Platform, you may view on the product description page whether the item is returnable or non-returnable.

• Products marked as “non-returnable” cannot be returned.
• Products marked as “returnable” may be returned in accordance with the product description and this Policy.

The Platform may decline a return at its sole discretion in the following circumstances (without limitation):

• if you did not follow the return initiation process set out in this Policy or in communications provided to you;
• if you return a shipment containing the wrong product, extra item(s) or missing item(s);
• if you engage in bad faith or fraudulent behavior; or
• if you abuse the Platform or its policies (for example by repeatedly making excessive returns, showing a high claim rate, refusing shipments, or otherwise engaging in suspicious activity).
  In such events, IERADA may refuse your return request or refund.

a. Return Options

Certain products on the Platform will carry one of the following return-options (subject to eligibility and the product description page):

• “All-returns option”: You may return the purchased product for any reason (subject to conditions) if you opted for this specific option when purchasing.
• “Wrong/Defect item return option”: You may return the product only if the defect lies with the seller (e.g., wrong product delivered, damaged, incomplete) and you did not opt for the all-returns option.

If the product description page does not specify either of the above options, then only the standard return option as indicated on the product page will apply.

i. All-returns option

If you have opted for the all-returns option and the product is eligible for return under this Policy:

• you may return the product free of cost, regardless of the reason (provided other conditions are met).
• Note: This option is available only for selected products; not all items listed on the Platform will carry this option.

ii. Wrong/Defect item return option

If you did not opt for the all-returns option, you may return a product free of cost only if the fault lies with the seller, such as:

• Wrong product delivered (e.g., incorrect size, color or completely different product)
• Product is dirty, stained, broken, torn
• Product is incomplete or part missing; quantity shortfall

Before arranging the pickup, the Platform will verify whether:

• The returned product remains merchantable; and
• if applicable, the product’s performance has degraded due to a seller’s fault.

2. Exchange

If a product is eligible for exchange, you may request an exchange subject to the exchange eligibility criteria set out on the order page and below.

• Exchange is only available for the same product as originally purchased (not a different product).
• Eligibility for exchange depends on: stock availability, address being serviceable, seller rating, catalogue quality metrics, and other factors at the sole discretion of the Platform.
• The reason for exchange must be eligible; the Platform will not permit an exchange if the reason is merely “I no longer like the product” or “I am no longer interested”.
• Exchange requests must be raised within the return/exchange window shown on the product detail page.
• Once an exchange is completed for a given order item, no further exchanges will be possible for that item.
• If the replacement product’s price is higher than the original, you must pay the difference; if lower, the difference will be refunded.
• If the Platform/seller cannot fulfil the exchange (e.g., stock not available), the request will be converted into a return request, subject to this Policy.

3. How to Return a Product

To return a product:

1. If eligible, initiate the return request via the “My Orders” section of the Platform.
2. Follow the instructions displayed on-screen. A Return ID will be generated by IERADA.
3. For multi-item orders, you may raise separate return requests for each item.
4. Keep the product ready for pickup by the delivery partner (if applicable).
5. Ensure the product is packed in the original manufacturer’s packaging, with all tags intact, unused, and accompanied by any warranty cards, if applicable.
6. At pickup, our delivery partner may conduct a quality check; if the product fails such check and returned criteria , the return will be rejected and no refund will be issued.
7. The pickup shall be from the same address to which delivery was made.
8. Upon receipt of the returned product, the Platform will inspect the product; if it is found acceptable (in the sole discretion of IERADA), a refund will be initiated. If not acceptable, the product may be re-shipped to you at your cost, and no refund will be made.

4. How to Exchange a Product

To exchange a product:

1. If eligible, initiate the exchange request via the “My Orders” section. A unique Exchange ID will be generated.
2. Ready the product for pickup, ensuring original packaging, tags, warranty card (if any) are intact and the product is unused.
3. At the time of pickup, a quality check may be performed by the delivery agent; in case of any failure may result in the exchange being rejected.
4. The product will be picked up from the same delivery address and the replaced product will be sent to you (either with the same courier or separately at the Platform’s discretion).

5. General Conditions for Return and Exchange

Before initiating a return or exchange, you must ensure that:

• the product is in its original condition, with all packaging, tags, warranty cards, accessories intact;
• the product has not been damaged in your possession;
• the product is unused, unwashed, unsoiled, without stains or tampered seals;
• the product is the same item as originally delivered;
• the return/exchange is initiated within the return/exchange window shown on the product detail page.
  Additionally:
• The IMEI/name/image/brand/serial number/bar code of the product must match with the IERADA Platform’s records.
• Your address and the item must be eligible for return/pick-up.
• If a product involves personal information stored on an electronic device, you must remove/delete all such information (screen-lock disabled, device formatted) prior to returning; IERADA shall not be liable for any such data.
• No return/exchange shall be accepted if warranty card is missing, where applicable.
• Unless specified otherwise on the product page, typical return/exchange window is 7 days from delivery.
• Once a product has been returned or exchanged, that item cannot be returned or exchanged again.

6. Refunds

a. Method

• Refunds will be credited to the same payment source as the original purchase, after deduction of any applicable return cost (if any).
• You will receive only the amount you actually paid for the purchase, after any applicable deductions or forfeitures of promotions/discounts.
• If you chose Cash on Delivery (COD), you may opt to receive refund to your bank account or as IERADA wallet/money Balance. If opting bank account, you must provide accurate bank details for bank transfer and IERADA is not liable for any errors in your provided bank details.
• IERADA may require additional information (e.g., bank statement, cheque’s copy and passbook) to process discrepancies.

b. Timeline

• For credit card, debit card, net-banking, UPI-linked bank account: refund will typically reflect in 3–7 business days.
• For COD (refund to bank account): also 4–7 business days after submission of bank account details.
• For IERADA Balance: typically up to 1-2 business days.
• Instant Refund: For COD orders, the refund may be triggered within 4 hours of pickup being marked successful (subject to conditions). The refund may still take 3–7 business days to reflect (or up to 2 business days for IERADA Balance).
  Conditions for Instant Refund include:
  • COD order;
  • Product successfully picked up and quality-checked;
  • Delivery partner/agent’s systems correctly updated with 100% satisfaction;
  • No manual intervention required (e.g., missing product, self-shipment, additional items returned);
  • Bank/UPI details provided and should be accurate;
  • No fraud or malpractice by user, as determined by IERADA.

Instant Return

Customer's instant return services in e-commerce platforms are specialized solutions that allow customers to quickly and conveniently return purchased products immediately after delivery or soon after receiving them. 

Key Features

- *Quick Initiation:* Customers can trigger the return process almost instantly via the app or website interface, typically within minutes or hours of delivery with minimum charges at the time of placing order.

- *Simplified Procedures:* Minimal documentation or approval steps, often requiring just a return reason and basic product check.

- *Fast Pickup/Drop-off:* IERADA offers instant courier pickup from the customer’s location.

- *Immediate Refunds* IERADA process refunds as soon as the returned product is picked up or scanned, sometimes even before it reaches the warehouse.

Benefits for Customers

- *Convenience:* Reduces wait times and hassle associated with traditional returns.

- *Trust and Loyalty:* Enhances customer confidence in shopping, knowing that issues can be quickly resolved.

- *Reduced Friction:* Easier management of wrong, damaged, or unsatisfactory products maximizes satisfaction.

Platform Implementation

Many e-commerce platforms integrate instant return services into their order management systems, partner with courier networks for rapid logistics, and use automation to speed up approvals and refunds.

For buyers, these services significantly improve after-sales experience, leading to higher retention and positive reviews.

Open Box Delivery (OBD)

IERADA offers Open Box Delivery (OBD) to his customers on the high value items and premium products under the mentioned criteria where the delivery agent opens the product package in front of the customer at the time of delivery.
This allows the customer to:

• Inspect the product’s physical condition.
• Verify that it is the correct item.
• Confirm that accessories or parts are included.

Only after the customer is satisfied, they accept the delivery. If not, they can return it immediately without raising a return request later.

Open Box Delivery Process – Step by Step

Step 1: Order Placement

• Customer places an order on the e-commerce platform.
• Product is tagged as eligible for Open Box Delivery (usually for high-value items like mobiles, electronics, or appliances).

Step 2: Warehouse Dispatch

• Product is packed securely and shipped from the warehouse or seller.
• The delivery label includes a tag: “Open Box Delivery – Customer verification required.”

Step 3: Out for Delivery

• Delivery agent is assigned the order with instructions for Open Box procedure.
• Agent carries a delivery app with “OBD verification checklist”.

Step 4: Delivery at Customer Location

• Agent arrives at the customer’s address.
• Before handing over the package, the agent informs the customer:
  “This is an Open Box Delivery. Please check your product before accepting.”

Step 5: Opening and Inspection

• The customer opens the sealed package in the presence of the delivery agent.
• Customer checks:
  • Product name/model/variant
  • Physical condition (no damage)
  • Accessories (charger, cables, manuals, etc.)
  • Working condition (basic power-on test, if applicable)

Step 6: Customer Decision

After inspection, two possibilities:

✅ If Satisfied:

• Customer confirms acceptance in the delivery app.
• Agent marks the order as “Delivered – OBD Accepted.”
• Customer signs or gives OTP confirmation.

❌ If Not Satisfied:

• Customer reports issue (wrong product, damaged item, missing parts).
• Agent marks it as “Return at Delivery – OBD Rejected.”
• Product is taken back immediately.

Step 7: Post-Delivery Process

• For accepted deliveries, payment (COD or prepaid) is completed.
• For rejected deliveries, refund/return process is initiated automatically.
• System updates inventory and notifies the seller.

System Flow for eCommerce Platform

7. Miscellaneous

• All return/refund/exchange claims are subject to IERADA’s sole discretion.
• IERADA reserves the right to amend, modify, update or remove any portion of this Policy at any time, without prior written notice. It is your responsibility to review this Policy periodically.
• For any queries, you may contact IERADA’s customer support at legal@IERADA.com