Returns and Exchanges
Customers have the right to return any purchased items without defining the reason within 14 (fourteen) calendar days from the moment of receiving those items from the Seller or the Seller's representatives. The items can be returned if their consumer properties, factory labels, and ready-for-sale condition are preserved.
* To return the items, Customers must submit the copy of proof of purchase and fill in the return request form.
Policy on Returns and Exchanges
1-Pack all the items in the original packing. Items bought as sets must be returned in sets.
2-Fill in the return request form attached to the order.
3-Attach a copy of the sales check, specify the method of refund (a postal order or a transfer to the bank account).
4-After you have sent the parcel, please inform us of that by sending an email to sales@SultanSelect.com.
Eligibility of Items for Return or Exchange
Rules on returning and exchanging Items with discovered defects:
Customers are entitled to notify the Seller of any discovered defects and demand to rectify them within 30 (thirty) calendar days from the moment of the receiving the Items from the Seller or the Seller's representatives. The only exception are defects caused by improper handling of the Items by the Customer.
Customers have the right to refuse to take Items and ask for a money refund. In this case the Items must be returned to the Seller, and their consumer properties, factory labels, and ready-for-sale condition are preserved.
To return the Items, you must submit the copy of proof of purchase and fill in the return request form.
Our return and refund policy is described above. According to TX law, Vendor Stores are legally required to post their refund policy. If a Vendor Store does not post any return policy, the law requires the Vendor Store to accept returns within 14 days of purchase.
1. How do I file a return request?You can file a return request from your ShopClues account. Use the following steps: Sign In -> My Orders -> Request Return
You can place a Return request within 10 days of order delivery. However, in case of Damaged/Missing Product, the Return request should be filed within 2 days of delivery.
Return request will be reviewed by ShopClues.
If required, request will be shared with the merchant for his/her approval.
After approval, pickup of the product will be arranged through our courier partners.
If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by ShopClues.
After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective merchant
2. Under what conditions can I return/ replace my product?
Returns/Replacement are accepted under the following cases -
Wrong Product – Wrong color/ size/ style
Wrong item ordered/ delivered
Unsatisfactory Product – Inauthentic/ Low Quality/ Expired
Defective Product - Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
Damaged Product – Physical damage/ Tampered product or packaging
Wrong Quantity – Missing Products/ Parts
No Invoice/Warranty Received – Available on Electronics only
3. Under what conditions returns/ replacement request will not be accepted?
Returns/ Replacement requests will not accepted under following cases –
If Products are Altered/ Used
If Product is Returned without Original Packaging (price tags, labels & accessories)
If Serial Number is tampered
For Defective product that is covered under Seller/Manufacturer's Warranty or Reported after 10 days of the Delivery
For Damaged/Missing product that is reported after 2 days of the delivery
For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions
4. Which categories are not eligible for returns/ replacement?
Categories not eligible for returns are as follows :
Item's that cant be returned:
Nursing covers, diapers and nappies, soothers and teether, feeding related products, baby wipes
Make up, skin care, hair care and personal care products
Seeds and Live plants
Grocery and Gourmet
Lingerie and innerwear, socks and stockings
Music, Software and Gaming
Sports & Health
Nutrition and health care, Gym gloves, Gym vests, Gym supports and elderly care
*Any product that is labeled as non-returnable on its product detail page cannot be returned.
5. What is the best time to place Return/ Replacement request?
Return/Replacement request of the Product(s) should be initiated within 10 days of Order Delivery for Wrong/ Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:
Return request, refer to My Accounts, My Orders listing section and click on Return button on selected order once order is delivered to you.
6. When do you initiate Pickup for Returns?
Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.
Please take care of the following points, while packing your product for Pickup -
Product should not be used/altered/ tampered
Keep original price tag & packing slip intact
Mention Order Number on the box
Do not seal the box
Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
Keep the Courier Company's receipt for tracking purposes
Please Note - ShopClues shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.
7. What do I do if my area does not have a reverse pick up service?
If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In case of Self-Shipment, ShopClues will reimburse your courier charges (upto Rs. 300) in form of CluesBucks. Please take care of the following-
Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
Upload the courier receipt in My returns section or attach it on confirmation email received after return filing
Track your Return Shipment on the Courier Company's Website
8. How do I track the status of my Return request?
Check the status of your Return at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view return details.
Every request received at ShopClues is assigned a ticket number, for which an acknowledgement mail is sent to your registered email address. Please use your registered email ID and phone number for any further communication.
After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund.
9. Can I track the status of Reverse Pickup?
You can track the return current status via login to 'My Account' > 'My Returns'. Click on particular return Id to check details.
10. How to claim Return/ Replacement for products under Seller/ Manufacturer’s Warranty?
You can Claim for product’s warranty by calling or visiting the nearest Service Centre of the product's Brand.
For any issues, please contact us at https://www.shopclues.com/customer-support-1.html. We would take your queries forward to the respective seller
*Some products are non-replaceable or non-returnable. Please check our Terms & Conditions page before making a purchase.
11. Do I need to pay the courier company to send my product back?
No, you don't need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you). Courier charges will be reimbursed by us in form of CluesBucks. The courier charges eligible for reimbursement are up to Rs.300. For availing reimbursement of courier charges, upload the courier receipt in ‘My Returns’ section or attach it in the confirmation email received after filing the return.
12. How will I know that my Returned product has reached you?
You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company's website. You can also track the status of your return request at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view the returned order details.
13. How much time does it take to replace an order?
We initiate the replacement or refund within 2 working days once we receive the product at our end.