Returns & Refunds Policy

1. Scope

This Returns & Refunds Policy applies to all goods purchased on the West Velocity marketplace operated by Poonthottathil Gardenz Fresh LLP ("PGF LLP", LLPIN AAZ-5387). It is published in compliance with Rule 5 and Rule 6 of the Consumer Protection (E-Commerce) Rules, 2020, and the Consumer Protection Act, 2019.

Where a seller publishes a more generous return policy on a specific listing, the more generous terms apply. Where a seller publishes a more restrictive policy, the minimum standards in this Policy still apply for damaged, defective, or mis-described goods.

2. Return window

• Standard consumer goods: 7 days from delivery to initiate a return.
• Industrial & B2B goods (cutting tools, marking equipment, electrical hardware, machinery parts): 7 days from delivery for damaged/defective items; non-defective returns are at the seller's discretion and may attract a restocking fee.
• Made-to-order, customised, or printed items: not returnable except where defective or materially mis-described.
• Perishable goods: 24 hours from delivery for damaged/spoiled items, with photographic evidence.

The return-eligibility window for each item is shown on the product page before checkout.

3. Eligible conditions

For a return to be accepted, the item must be:

• In its original condition and packaging, unused (or used only to a degree consistent with inspection);
• Complete with all accessories, manuals, certificates, free gifts, and original tags;
• Accompanied by the original tax invoice or order confirmation;
• Returned within the eligible window stated on the product page.

4. Non-returnable items

The following items cannot be returned for change of mind, except where damaged, defective, or materially mis-described:

• Made-to-order, customised, engraved, printed, or laser-marked items;
• Perishable goods after 24 hours from delivery;
• Hygiene-sensitive items (intimate wear, opened cosmetics, opened consumables);
• Software licences, downloadable products, gift cards, and digital content once accessed;
• Hazardous materials, chemicals, gases, or batteries that have been opened;
• Items that have been installed, altered, or damaged by the buyer.

5. How to initiate a return

1. Sign in to your account and go to My Orders → Order Details → Request Return.
2. Select the item, choose a reason, and upload photos/video where requested.
3. Submit the request. You will receive a return reference and instructions within 24 hours.
4. Pack the item as described in §6 and either schedule pickup or drop at the designated carrier (where applicable).

If you cannot use the in-app flow, email returns@west-velocity.com with your order ID, item details, reason, and supporting photos.

6. Pickup, packaging & return shipping

• For damaged, defective, or wrong-item deliveries, return shipping is free and arranged by the seller or PGF LLP.
• For change-of-mind returns (where allowed), the buyer pays return shipping unless the seller has waived it.
• Pack the item in its original carton or equivalent protective packaging. Industrial parts must be padded to prevent transit damage.
• Include the return reference slip or order invoice inside the package.
• Use the carrier scheduled by us. Returns shipped via uncoordinated carriers may not be accepted or refunded.

7. Refund methods & timelines

• Refunds are processed to the original payment method used at checkout (UPI, card, net banking, wallet).
• Cash-on-Delivery (COD) refunds are processed to a bank account or UPI ID you nominate.
• The refund is initiated within 2 business days of us receiving and inspecting the returned item, subject to it meeting the eligible-condition checks in §3.
• Once initiated, the amount typically reflects in your account within:
  • UPI / wallet — instant to 24 hours
  • Net banking — 2–5 business days
  • Credit / debit card — 5–10 business days (subject to issuer)
  • Bank transfer (COD) — 3–7 business days
• Refunds include the product price and any applicable taxes. Forward shipping is refunded only where the return arose from seller / platform fault.
• You will receive an email/SMS at each step (refund initiated, refund completed).

8. Replacement & exchange

For eligible returns, you may choose a replacement of the same item (subject to availability) instead of a refund. If the replacement is not available within 7 days, a full refund will be processed automatically.

9. Damaged, defective or mis-described items

• If a delivered item is damaged, defective, or materially different from the listing, you are entitled to a full refund or replacement at no cost to you.
• Report within 48 hours of delivery via the in-app return flow with supporting photos/video.
• For high-value or industrial goods, an inspection report may be requested.
• The seller is responsible for reimbursement of return shipping in such cases.
• Repeated reports of defects against a seller will trigger account review and may lead to delisting under the Seller Terms.

10. Partial refunds & deductions

A partial refund may be issued where:

• The item is returned with missing accessories, manuals, or original packaging;
• The item shows signs of use beyond inspection;
• A restocking fee (typically 5–15%) was disclosed on the product page for industrial or non-stock items.

Any deduction will be itemised in the refund email.

11. Disputes & escalation

If a return / refund is denied or not resolved within 7 days, escalate to our Grievance Officer. The Grievance Officer will mediate between you and the seller and issue a binding decision within 15 days in line with the IT Rules 2021 and the Consumer Protection (E-Commerce) Rules, 2020.

If you remain dissatisfied, you may approach:

• The National Consumer Helpline (1915 / consumerhelpline.gov.in);
• The Consumer Disputes Redressal Commission (District / State / National) of competent jurisdiction;
• The Grievance Appellate Committee at gac.gov.in for grievances arising under the IT Rules 2021.

12. Contact

• Returns email: returns@west-velocity.com
• Grievance Officer: Mr. Shabeer Mohammed Poonthottathil — grievance@west-velocity.com
• Phone (India): +91 95261 51069
• Address: PGF LLP, Room No. 6/477Q, Rahmath Nagar, Edayur Post, Malappuram, Kerala 676552, India

By placing an order on the Platform, you confirm that you have read, understood, and accept this Returns & Refunds Policy.