RETURN POLICY

1. About syyla ’s business model:

Market Place model:

syyla works on a pure market place model. This means that syyla does not stock or hold inventory of goods sold by the sellers through our website, and sellers themselves are selling the products directly to the buyers against their orders. This has ensured that our buyers get the latest products, design and fashion. The inspection, packing and dispatch of the ordered product is done by the seller themselves and syyla has specific contract with sellers to ensure that they exercise due diligence to ensure that 100% buyer satisfaction is delivered in line with the syyla business policy.

(b) All purchase orders placed by the buyers at the websites go to the sellers, who by themselves inspect, packs and dispatch the item to the buyer’s given shipping address. Based on the location of the buyer, the seller ships the buyer’s order to them through our Courier Partners / reputed courier service.

2. Before taking delivery of an ordered item:

Before accepting shipment of any product, kindly ensure that the product's packaging is not damaged or tampered. If you observe that the package is damaged or tampered, we request you to refuse to accept delivery and inform syyla at the earliest, least within 24hours of the refusal to accept shipment. Report this concern by clicking on “cancellations & returns” option under “My Shopping” in your “My page” within the stipulated period. We will look at it immediately and get back to you.

3.Acceptance of Ordered Item shipment on arrival:

By agreeing to the terms of use of the website, you are also agreeing that you will accept delivery of all orders made by you or your authorized representative acting on your behalf at our website, and will not reject or refuse to accept an order placed by you or on your behalf at the time of delivery, unless it arrives in a damaged condition or in tampered packaging. Appropriate charges to compensate for the loss incurred to the seller/ syyla shall be collected from the buyer’s who refuse to accept their ordered items for reasons other “items arrived in damaged condition or in tampered packaging”.

4.Cancellations:

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.

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

5. 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.

6. 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.

7. Return and Product replacement:

The process:

(a)You are expressly requested to notify the receipt of a damaged/liable for the failure to replace the order. Defective product/service within 48-hours of delivery to Seller. If you fail to do so within 48-hours, syyla shall not be held liable for the failure to replace the order.

(b)syyla works on a pure market place model. This means that syyla does not stock or hold inventory of goods sold by the sellers through our website, and sellers themselves are selling the products directly to the buyers against their orders. You expressly acknowledge that the Vendor will be solely responsible to you for any claims that you may have in relation to such defective product/ service and syyla shall not in any manner be held liable for the same.

©syyla will disburse your funds to the seller but never pass along your payment information. Sellers who dispatch the orders will also handle all of their customer service. The return process and replacement of the product may be restricted by syyla depending on the nature and category of the product.

(d)Unless due to Your negligence, in the event the Vendor fails to complete a sale of a product or a service when presented by You with a valid gift Voucher or otherwise, You acknowledge that the vendor will be solely liable to reimburse such amount as has already been paid by you for the purchase of such order. Further, you agree that syyla will not be held liable for failure of the Vendor to make available any product or service therein.

(e)Upon receiving your complaint, syyla shall verify the authenticity and the nature of the complaint and if syyla is convinced that the complaint is genuine, syyla will inform the relevant seller of such complaint and request them to make a replacement. Seller shall get in touch with you within 3 working days to resolve the issue, failing which you can raise the issue before “syyla 100% Buyer protection”.

(f)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. 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 mediates buyer-seller disputes on a case-by-case basis by our“Credit & Fraud Avoidance Department” under our Legal team.

(g)If a dispute arises between you and a seller, and the seller fails to address your query in three business days, the syyla 100% Buyer protection Guarantee is available to you. For more information, go to“syyla 100% buyer protection”.

(h)However, in the event of frivolous and baseless complaints regarding the quality and content of the products, syyla reserves the right to take necessary legal actions against you and you will be solely liable for all costs incurred by syyla in this regard.

8. How and when to return an item

(a)syyla has a simple return policy under which you can return a product received in a damaged or defective condition. In case of categories like Apparel and Footwear, the return policy is also applicable if the product does not fit you due to a size mismatch.

(b)syyla has a 48 hours return policy which means that you can request a return within 48 hours of receiving the product by you.

(c)In order to return any products sold through the Website, You are required to comply with the below mentioned conditions, viz:

1. Please notify the receipt of a damaged/ defective product/service within 48-hours of delivery of the same syyla. If you are unable to do so within 48-hours, syyla shall not be held liable for the failure.

2. Products should be unused;

3. syyla will notify on how to ship the product back to the seller and you will be required to dispatch the product using a reputed courier in your respective area within one (1) day from the receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with syyla; and are unless otherwise specified, refunded in the form of syyla vouchers.

4. It's important that the product is to be send back in its original packaging, along with the original manufacturer price tags, labels,bar codes, user manual, warranty card and invoices, other original tags, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered(including any free or complimentary items).

5. It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit.

6. The returned products are subject to verification and checks by the seller in order to determine the legitimacy of the complaint/ return.

Note:

All the items sold at our website are by sellers themselves, and no stock of goods is kept with syyla.

syyla seller policy stipulates specifically that the Sellers should ensure that stock is on hand for delivery. But now and then the availability of a listed item will change by the time an order is placed. If a seller is unable to deliver, they should refund you promptly so that you can place a new order. Please note that occasionally a stock-out may happen in spite of our strict policy guidelines to the sellers to keep them to a minimum.

9. In event of a return request being accepted by the seller, possible solutions are:

(a)Replacement

If you have received an item in a 'Damaged' or 'Defective' condition or it is 'Not as Described' by the Seller, you may request a replacement at no extra cost. Return Policy is Seller specific and their terms may differ. Please check the respective Seller's policy before initiating a return for a replacement. Replacement is subject to availability of stock with the Seller. Subject to the seller’s approval of the replacement request, if the product is out of stock, you will receive a full refund for the value paid by you for the product.

(b)Exchange

(i)If you are not satisfied with the fitting of the Clothing and Footwear item delivered, you can request an exchange in a different size at no extra cost to you. Be sure to check the Seller's Return Policy when buying or before initiating a return for exchange. Exchange is subject to availability of stock with the Seller. If the product is out of stock, you will receive a full refund inform of syyla refund voucher for the same amount within 48 hours of the seller receiving your returned goods and approving the returns.

(ii) We allow exchange on items such as Apparel and Footwear, where a trial is required to determine if the fit is right. 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.

Subject to the seller’s approval of the exchange request, you can exchange an item for the same product in the size of your choice. We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Product(s) need to be unused, unaltered, unsoiled, original condition with their original tags including but not limited product bar code, price tag etc; and packaging intact. When returning the product to the seller, please include all price tags, labels, original packing and invoice along with the product.

10. (a)Exchange/Alternate Product is not given for the following:

In the interests of hygiene, the seller at syyla may refuse returns where it's obvious that the item has been worn, washed or soiled

Returns shall not be accepted for inner wear and lingerie due to intimate nature of products and hygiene.

Products that are sold as sets/combos cannot be exchanged as individual items.

In case the size requested is out of stock, syyla refund voucher of the same amount is issued, using which you can order any other product from syyla.

Returns shall not be accepted for made to order products like customized mattress & carpets, customized furniture, customized jewellery etc.

CD/DVDs are not eligible for refund, only replacement will be given in such cases.

(b) Returns for Replacement/ Exchange/ Refunds under certain scenarios will NOT be accepted as given below:

1.Request for return is made after 48 hours of receiving the product by you,

2.Product is used or is not in its original condition as you received it.

3.Products that are returned without its original packaging, free accessories.

4.Product was damaged after use/opening.

5.Incidental damage due to malfunctioning of the product.

6.Products like inner wear, lingerie, socks, freebies, bullion, mobile accessories etc. do not qualify for replacement, exchanges or refund.

7.Any consumable item which has been used or installed.

8.Product with tampered or missing serial number/IMEI number/UPC number.

9.Missing manufacturer tag especially in case of apparel and footwear.

10.Any damage/defect which is not covered under the manufacturer's warranty.

11.Defective products which are covered under the manufacturer's warranty.

12.Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories

13.Made-to-order / custom jewellery.

14.Fragile items, hygiene related items.

15.For clothing and foot wear, In the interest of hygiene, the seller may refuse returns where it’s obvious that the item has been worn,washed or soiled.

16. Products which were sold as combos/sets, are not eligible for return/replacement as individual items.

17.Seal open branded electronic items cannot be returned in case of not being happy with the product as they can’t be resold.

18. In case of branded electronic items, the particular brands’ return,repair and replacement policy will apply.

19.Baby breast pads & shields, Diapers, Soothers etc.

20.Sports, Fitness and Outdoor products including Treadmills, Exercise bikes, Home gyms, Massage machines etc.

21.Pet Supplies of all kinds.

22.Health & Personal care products like body supporters,Incontinence products like adult diapers, sexual well being products etc.

23.All Beauty products like cosmetics, perfumes, deodorants, fashion accessories, fragrances, nail polish etc.

24.Remote-controlled toys and their accessories.

25.Any free/complimentary items received along with the main order.

26.For clothing and footwear, in case the size requested is out of stock with the seller, 100% Buyer protection will issue syyla voucher of the same amount, using which you can order any other product from syyla.

27.Product is damaged due to misuse or Incidental damage due to malfunctioning of product.

Go to “My Page” and click  “ Returns& Cancellations” under “my shopping”

Fill up the product return form and add the order information as required.Select an option from the Reason for return menu.You can add any additional information in the Comments box.

Click   Submit for Approval .

For complaints regarding products received by the buyer for any reason whatsoever, for replacement/ exchange, or to raise the issue of buyer not accepting an ordered product on account of the product's packaging being in damaged or tampered condition on arrival, the buyer should log on to “My Page” and click  “ Returns& Cancellations” under “my shopping” and submit the request within 48 hours of the receipt of the order/refusal to accept the order on account of tampered or damaged product packing on arrival, to avail the benefit of prompt replacement/exchange/ refund.

*After the seller reviews your return request and approves, you will receive an update with the “return label” and instructions on how to return your item. You will also be issued an “Return Authorization Number” that has been issued for processing this product return,along with the mailing address of the seller to which you shall be returning the products. A specific “Return Label” would be generated for your product return to the seller. You can either print or write and paste the “return label” on your package and you can legibly and in bold letters write the seller's return address and“Return Authorization Number” on a piece of paper and paste it onto the return package.

Note:Replacement is subject to availability of stock with our sellers. In case a replacement cannot be made by them, we will initiate a full refund for the transaction. In case size requested by you is out of stock ( for clothing and footwear), within 48 hours of the receipt of the returned item by the seller, syyla refund vouchers for the same amount will be issued to you, using which you can order any other product from syyla.

12.Full Refund:

(a)On receipt of the returned product, the seller will evaluate your claim and, in the event the return of a product is duly accepted by the seller, the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, will be refunded to you in form of syyla refund vouchers.

(b)As per the 48 hours return policy, if you wish to return or exchange a product, you must intimate syyla within 48 hours of you receiving the product. As per our returns policy, category-wise details for return/refund are as follows:

(c)However,if any manufacturing defect or damage is reported to us after 24 hours, we would need a DOA( Dead On Arrival) certificate/replacement certificate from the respective Brand's authorized service center to initiate the refund process. Without the DOA certificate/replacement certificate we will not be able to process the replacement or refund.

(d)Subject to the approval of the same, Refund will be processed based on the mode of payment and syyla or the approved payment gateway will credit your refunds directly into Your debit/credit card or online accounts or provide you with a cheque in this regard. Refunds will be subject to the following:

(e)Refund in form of syyla refund vouchers will be done within 48 hours of the receipt of the returned product by the seller.

Orders paid online will be refunded within 7-21 working days through the online account or via cheque, depending on the then current circumstances as determined by syyla;

If the product can be repaired by the service center, syyla would direct the seller to get the same repaired and send it back to you.

A Free Gift Voucher, once used shall not be refunded in case of cancellation of order either by customer or syyla.

(f)If you do not receive a response within three business days from the seller, you can submit a   claim under “100% Buyer Protection” ( clickable link with e-mail to resolution@syyla.com. matter to be escalated to urgent status and email generated to managers )

13. Product Return Shipping:

(a)You will be required to courier the product to the seller. Please ensure that the product is in original and unused condition, complete with the original price tags, labels, original packing and invoice.Replacements are subject to availability of stock with our Sellers. In case a replacement is not available, we will initiate full refund as detailed in refund policy.

(b)After the seller reviews your return request and approves, you will receive an e-mail with the “return label” and instructions on how to return your item. You will also be issued a “Return Authorization Number” that has been issued for processing this product return, along with the mailing address of the seller to which you shall be returning the products. A “Return Label” would be generated for your product return to the seller. You can either print or write and paste the “return label” on your package and you can legibly and in bold letters write the seller's return address and“Return Authorization Number” on a piece of paper and paste it onto the return package.

(c)In case, you return the product via courier we advise you to use are reputed courier company which allows online consignment tracking.