FAQs’ on Returns Policy (applicable to sellers)

This Returns Policy (“Policy”) will be applicable to the sellers (“you”) whose shipments are returned by the buyer(s) (“Reverse Shipment”) to Hiveloop Logistics Private Limited (“HLPL”/ “we”) on or after 23 March 2019. This Policy will have applicability only to such shipment that is picked for delivery by HLPL from the you or any of your representatives. The reference to the term ‘seller’ shall mean to include the users that have listed their products for sale on the website (www.badavyapar.com) and mobile application (“Platform”) and the term ‘buyer(s)’ shall mean the person or individual who has purchased the products offered for sale by the seller using the Platform.

I. What are the case when this Policy will not be applicable?

This Policy will have applicability only to such shipment that is picked for delivery by HLPL from the you or any of your representatives. In case of any delay in delivery of Reverse Shipment due to any force majeure event or reasons beyond our reasonable control, the timelines mentioned in this Policy shall stand extended. We will endeavor to update and send communication to you along with the timelines for delivery of the Reverse Shipment in case of any force majeure event or for reasons beyond our reasonable control.

II. What happens after HLPL has received the Reverse Shipment from the buyer(s)?

  1. Upon receipt of the Reverse Shipment by HLPL from the buyer, Reverse Shipment shall be delivered to you by our field executive (at the location from where the shipment was picked up for delivery to the buyer), in the same condition in which it is received by us from the third-party logistics service providers. It is hereby clarified that we shall not be responsible or liable to re-package the Reverse Shipments and the same shall be delivered to you on an ‘as is’ basis.

  2. We will endeavour to make the first attempt to deliver the Reverse Shipment to you within twenty-two (22) days from the date of receipt of Reverse Shipment from the buyer. For any delay in making the first attempt to deliver the Reverse Shipment beyond the said timeline due to reasons solely attributable to us, we shall communicate such delay to you within reasonable time. However, despite reasonable efforts if we are unable to deliver the Reverse Shipment to you within the timeline mentioned above, we will communicate the same to you and liquidate the Reverse Shipment and bear all costs for the same. In this regard, we will not recover or adjust the cost of such Reverse Shipment from you and you agree that you shall not be entitled to receive any money or amount that we may receive from liquidation of such Reverse Shipment.

  3. At the time of delivery of the Reverse Shipment to you or any of your representatives, our field executive may require you to acknowledge the delivery of the same by signing on the proof of delivery document (“POD”). You are advised to accede to the request of our field executive and carefully sign on the POD and clearly call out the damage or tampering to the packaging, if any and immediately report the same to us within seventy-two (72) hours from the receipt of delivery of Reverse Shipment by choosing the ‘Disputes’ option on the Returns Page on the Platform.

At the time of receiving the Reverse Shipment, please keep in mind the following:

III. Can I refuse to accept the delivery of the Reverse Shipment? What can I do if I have any issues or concerns with respect to the Reverse Shipment?

You are bound to accept the delivery of Reverse Shipment. However, if you refuse to accept delivery of the Reverse Shipment, we shall make a maximum of one (1) more attempt to deliver the Reverse Shipment to you within reasonable time. Our returns team will contact you to arrange for delivery of the Reverse Shipment. However, if despite reasonable efforts from our end to deliver the Reverse Shipment to you, you refuse to take delivery of the Reverse Shipment, you agree and acknowledge that we shall be entitled to move the Reverse Shipment to our liquidation hub and liquidate or dispose off such Reverse Shipment in any manner as we may deem fit in our sole discretion. We shall deduct and adjust the value of the Reverse Shipment (that has already been transferred to you for the said Reverse Shipment) from your sale proceeds that are collected by us on your behalf from the Buyer(s) or any other amounts that we are required to pay you. We shall not entertain any claims brought by you with respect to such unaccepted / refused Reverse Shipment and you agree that you shall not be entitled to receive any money or amount that we may receive from liquidation of such Reverse Shipment.

If in your opinion, the Reverse Shipment received by you is damaged, pilferage and/ or tampered with or in case of any other concerns, you are requested to accept delivery of the Reverse Shipment and notify the same to us by raising a dispute through the Returns Page on Platform within seventy-two (72) hours from receipt of delivery of the Reverse Shipment to you, failing which the Reverse Shipment shall be deemed as accepted by you without any damage or fault. We will endeavor to resolve your issue/ concerns as set out in FAQ No.5.

IV. What happens if my delivery location is closed or I /my representative is unavailable to take delivery of the Reverse Shipment?

If we are unable to deliver the Reverse Shipment due to your or your representative’s unavailability or the delivery location to be closed, our field executive shall make a maximum of two (2) more attempts to deliver the Reverse Shipment to the designated delivery location. We will endeavour to attempt delivery within the next forty-eight (48) hours from the last delivery attempt. Our returns team will contact you to arrange for delivery of the Reverse Shipment. However, if despite our reasonable efforts, we are unable to deliver the Reverse Shipment in the third attempt, the Reverse Shipment will be transferred to our liquidation hub for liquidation. We shall deduct and adjust the value of the Reverse Shipment (that has already been transferred to you for the said Reverse Shipment) from your sale proceeds that are collected by us on your behalf from the Buyer(s) or any other amounts that we are required to pay you. We shall not assume any liability to pay any amount to you upon liquidation of such Reverse Shipment or entertain any claims with respect to such Reverse Shipment. You agree that you shall not be entitled to receive any money or amount that we may receive from liquidation of such Reverse Shipment.

V. What happens after I have raised my complaint or issue on the Platform?

Upon receipt of your complaint or issue on the Platform, our returns dispute team will get in touch with you to resolve your concerns or disputes in accordance with our return policies as may be amended from time to time. You agree to co-operate with us while investigating into the claim or dispute raised by you and provide us photographs and/or videos of Reverse Shipment (internal and outer box), and such other documents or information which we may require to investigate into the issue or concern raised by you. You further agree that our decision with respect to the investigation shall be final and binding on you.