CANCELLATIONS, RETURNS AND REFUND

(a)Cancellation by syyla:

There may be certain orders that syyla is unable to accept and must cancel. syyla reserves the right, at syyla's sole discretion, to refuse or cancel any order for any reason whatsoever. Some situations that may result in your order being cancelled include, without limitation, non-availability of the product or quantities ordered by you, non- availability of the service, inaccuracies or errors in pricing information, or problems identified by syyla's credit and fraud avoidance department. syyla may also require additional verification or information before accepting any order. syyla will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your credit card account.

(b)Cancellation by the buyer:

(i) In case of requests for order cancellations, syyla reserves the right to accept or reject requests for order cancellations for any reason whatsoever.

(ii) Note here that, as a part of our customer oriented business policy to ensure 100% customer satisfaction, as soon as an order is placed by you at our website, those orders are passed on immediately to the sellers along with specific dispatch and shipping instructions received from you. To effect the shortest delivery time of your ordered products, syyla constantly follows up with the sellers to expedite the process and to ensure the timely dispatch of your order by them. As part of usual business practice, if syyla receives a cancellation notice and the order has not been processed by the seller/ approved by syyla, syyla shall cancel the order and refund the entire amount to you within a reasonable period of time as detailed in our Refund policy.

(iii) syyla will not be able to cancel orders that have already been processed and approved by syyla and where the ordered products have been dispatched by the seller. syyla has the full right to decide whether an order has been processed or not. You agree not to dispute the decision made by syyla and accept syyla’s decision regarding the cancellation of order placed by the buyer.

(iv)syyla reserves the right to cancel any orders that classify as 'Bulk Order' as determined by syyla as per certain criteria. Any syyla Reward Point or “Free Gift Vouchers” used for placing the 'Bulk Order' will not be refunded as per this cancellation policy. An order can be classified as 'Bulk Order' if it meets with the below mentioned criteria, which may not be exhaustive, viz:

Products ordered are not for self-consumption

Multiple orders placed for same product at the same address

Bulk quantity of the same product ordered

Invalid address given in the order details

Any malpractice used to place the order

How to cancel your order:

You can cancel your order any time before the shipping/ dispatch of your product by the seller or the order being processed and approved by syyla. If you decide to cancel a placed order, just click on “returns and cancellations” under “My Shopping” at your “My Page” and fill in the “cancellation request form” accordingly. Subject to conditions, syyla will cancel it and initiate your refund.

Time duration of cancellation:

We take 1-2 business days to cancel your order and initiate the issue of syyla refund vouchers as applicable. You will be intimated once the cancellation is complete.

RETURNS:

We encourage buyers to review the listings before making their purchase decisions. In case a buyer orders a wrong item, the buyer shall not be entitled to any return/refund. More details provided in the “return policy” in Terms Of Use.

Replacement is the action or process of replacing something in place of another. A buyer can request for replacement whenever s/he is not happy with an item, the reasons for which could be damaged shipping, defective item, item(s) missing, wrong item shipped and the like. Return request has to be raised by the buyer for this.

A buyer needs to raise the return request within 3 days of delivery. Once the buyer has raised a return request by contacting us, the following course of actions are open:

1. Replace after shipment being returned to seller

2. Refund after shipment being returned to seller

3. Refund without shipment being returned to the seller: at the discretion of the seller

4. Replace without shipment being returned to the seller : at the discretion of the seller

In case a seller doesn’t close the return and or refund request within 3 working days from the date of receiving intimation about the request, the return request shall be settled in favor of the buyer; subject to the condition that the seller receives back from the buyer the unused original item/ items that have been shipped in full. Further, for a return to be made by the buyer to the seller, can only be initiated on the following grounds by the buyer:

a. Item damaged during Shipping

b. Item was defective

c. Item dead on arrival

d. Item(s) missing

e. Wrong item sent

f.  Used item sent

g. Counterfeit item

h. Partial item sent

i.  Replacement: wrong size than the size ordered [for clothing & footwear only]

Brand's policy shall apply for specific branded product. For sellers who sell branded products, which are bound by brand policies of repair, exchange, refunds and cancellations thereby binding the customer with the same.

Refund/ exchange/ replacement is not allowed for inner garments and personal hygiene products for health reasons. IF size ordered is the size shipped, and if the size chart uploaded by the seller in the website is correct in terms of measurement, then ordered item by the buyer is not eligible for exchange/ replacement.

Refunds:

Refunds are granted for all successfully cancelled orders by buyer, seller and syyla.

Refund shall be granted to the buyer in event of:

a.An order being cancelled by the buyer before the order has been processed by syyla and/ or seller

b. An order has been cancelled by the seller if the ordered item is Out of Stock

c. An order can be cancelled by syyla if it is found that the said payment mode used has been from dubious source

d. On orders that have been successfully returned to the seller and the seller has recommended refund to the buyer

e. An order that has been lost in transit during shipping; where in the shipping partner cannot locate the item shipped for any reason whatsoever

f. An order that has been cancelled by admin as the buyer has refused to accept due to the package being open at the time of delivery

g. An disputed order wherein the dispute has been resolved in favour of the buyer

h. An order wherein the buyer has raised a claim of refund under syyla 100% buyer protection cover and has been resolved in favour of the buyer by syyla or any legal body

i. An order cancelled by the fact that seller has not shipped the ordered item within the time frame stipulated for the same

j. An order cancelled by syyla for reasons like system security breach or any technical glitches

k. An ordered item that has been granted return to the seller as the seller cannot provide exchange or replacement for the item

l. An order that has been cancelled by the payment gateway and disputed via charge back. ( details given below)

A charge-back (CB) may be issued from the PG/bank in the following situations:

1. item-not-received CB -- it means a buyer hasn’t received the item. A refund will be created in accordance with the dispute policies;

2.Unauthorized CB -- it means a buyer hasn’t done this particular transaction. Refund will be created in accordance with the dispute policies. Sellers expressly agree that issuing correct and complete invoices is the sole and primary responsibility of sellers. Furthermore, sellers shall ensure that invoices state ‘Powered by syyla’ and failing to do so, sellers will be liable for charge backs (as applicable); and

3. item not as described -- it means the received item is not what the buyer expected. A dispute will be decided in accordance with the dispute policies.

Points to be noted:

1. A seller can always accept a returned item from buyer irrespective of the policy.

2. If a seller disagrees to a return request, the buyer can file a dispute under “syyla 100% Buyer Protection Program”. A buyer needs to raise the replacement request within 3 days of the date of delivery of products. Once a buyer raises a return request (say, by contacting us ), the following steps shall be followed:

1.The buyer shall be asked the ‘reason for return”. Among others, the following may be the reasons:

a. Shipping was damaged

b. Item was defective

c. Item dead on arrival

d. Item(s) missing

e. Wrong item sent

f. Used item sent

g. Counterfeit item

h. Partial item sent

i. replacement: wrong size than the size ordered [for clothing & footwear only]

2. An intimation shall be provided to the seller seeking either ‘approval’ or ‘rejection’ of the return request.

3. In case the seller accepts the return request, the buyer shall be required to return the product to the seller and only after return of the product, the seller shall be obliged to provide a replacement product to the buyer.

4. In case the seller rejects the return request, the buyer can choose to raise a dispute by writing to resolution@syyla.com

5. In case the seller doesn’t have the product at all, the seller can provide a refund to the buyer and the buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.

6. In case a seller doesn’t close the return and or refund request within 3 working days from the date of receiving intimation about the request, the return request shall be settled in favor of the buyer; subject to the condition that the seller receives back from the buyer the unused original item/ items that have been shipped in full.

7. All shipping charges, IPG charges, and other return charges shall be borne and incurred by the seller.

Buyer Complaint Resolution Mechanism

“syyla 100% Buyer Protection” covers buyers who are unable to successfully resolve their dispute with the seller, or are not satisfied with the resolution provided by the seller. Once buyer receives a product and raises a complaint with regard to the receipt of partial /damaged/ defective / wrong/Used/ counterfeit product etc., then syyla will resolve buyer’s complaint resolution mechanism.

syyla 100% Buyer Protection stands for whom for what, when and why? It stands for the full satisfaction of the buyer who wish to fulfill their need through e-com via syyla website.

syyla 100% Buyer Protection seeks to help Buyers who have an issue with a product as the Seller is unable to provide resolution and the Buyer is unconvinced. It covers buyers who are unable to successfully resolve their dispute with the seller, or are not satisfied with the resolution provided by the seller.

In case the seller declines a replacement request and you are unconvinced with the reason provided, you can write to us to at resolution@syyla.com . You can file a dispute within 30 days from the date of delivery. syyla looks at each dispute on a case-by-case basis and tries to be fair to both parties. Buyers and Sellers are subject to final consent from syyla for settling the dispute.

Before the dispatch/delivery of the product:

If your order is not dispatched within  4  business days, after the promised shipping date, 100% Buyer protection guarantees refund of the money you have paid for the product and gives you full flexibility to cancel your order. Immediate refund will be in the form of syyla Refund Voucher for the same amount which you can use for shopping. Cash refund shall be made as and when requested by the buyer.

After the dispatch/delivery of the product:

If the order is not delivered within  15 days after the order is dispatched, 100% Buyer protection guarantees FULL refund of the money you have paid for the product. Your payment will be held with 100% Buyer protection till the time product is delivered and you are completely satisfied with the product quality. If no request for replacement/exchange is made by you within 48 hours of the receipt of the product, we concur that you are satisfied with the purchase made.

Seller’s payment is released only when you confirm the product has been received by you in good condition. In case we do not hear back from you within  48 hours of product delivery, we feel it would be fair to assume that you are satisfied with the product quality, size, physical condition & specification of the product, and will release the payment to the seller.

In case you are not satisfied with the product delivered and inform syyla 100% Buyer protection within 48 hours of delivery, syyla 100% Buyer protection will resolve your complaint end-to-end within 30 days from the day the complaint is raised. If syyla 100% Buyer protection is not able to give a resolution within 30 days, syyla 100% Buyer protection will automatically refund syyla 100% of the money you had paid for the product.

When a complaint is raised for a delivered product, the seller is paid only after the issue is resolved and you are satisfied with the resolution.

What does syyla 100% Buyer protection cover?

You have paid for the product but didn't receive it.

You have received a damaged/defective product or a product that does not comply with the specifications as per your original order.

You have received a product with which you're not satisfied because of fit/size.

How do you receive your refund through syyla 100% Buyer protection?

syyla 100% Buyer protection shall refund payment by providing you syyla Refund Vouchers for equivalent amount as your order. If you choose not use that, the refund shall be issued in form of cheque or bank transfer depending on the mode of payment used at the time of placing the order.

syyla 100% Buyer protection Coverage Details

Type of Product	Issue	Policy#
All	Physical Damage	Exchange/Refund as per your request
All	Wrong product sent	Exchange/Refund as per your request
All	Fully different from description on syyla	Exchange/Refund as per your request
Only Electronics	Faulty or defective	Exchange/Refund/service as per your request and the brand policy**
Only Clothing & Footwear	Size/Fit change/faulty	Alternate size or Refund as per your request*** (Not applicable for Electronics)

* Electronic products list: include Televisions, Lap tops, desk top computers, mobile phones etc i.e. basically those items that have an LED/LCD/PLASMA screen and function on basis of electronic circuits. Electronic Products does not include Air conditioners, Home and Kitchen appliances etc.

** Brand's policy shall apply for specific branded product. For sellers who sell branded products, which are bound by brand policies of repair, exchange, refunds and cancellations thereby binding the customer with the same.

*** Refund/ exchange/ replacement is not allowed for inner garments and personal hygiene products for health reasons. IF size ordered is the size shipped, and if the size chart uploaded by the seller in the website is correct in terms of measurement, then ordered item by the buyer is not eligible for exchange/ replacement.

Replacement Guarantee Policy

The Replacement Guarantee seeks to assist buyers who have been defrauded by sellers on the Website. If at the time of delivery and/or within specified days from the date of delivery of the product(s) any defect is found, then the buyer of the product(s) can ask for replacement of the product(s) from the seller.

If syyla has suspicion or knowledge that some users are involved in any activity that is intended to provide information or claims that are false, misleading, or not genuine, then syyla may, while reserving its rights to initiate civil and/or criminal proceedings against users and at its sole discretion, suspend, block, restrict, or cancel the right of the users to use the Website and/or disqualify users from availing themselves of any protection through this program.

syyla reserves its right to initiate civil and/or criminal proceedings against a user who files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, syyla may, at its sole discretion, suspend, block, restrict, or cancel the display name (and its related display names) of such a seller and/or disqualify that seller and any related sellers from availing themselves of protection through this program. Any person who, knowingly and with intent to injure, defrauds, deceives, or files a fraudulent complaint containing false, incomplete, or misleading information may be guilty of a criminal offence and will be prosecuted to the fullest extent of the law. For qualified sellers, refer to Cancellations and Returns Policy for more details.