Cancelling an Order or Part of an Order
Time Frame
If you change your mind after placing an order, you can cancel the order (or part of the order) within 07 (Seven) days of the order confirmation, or before it is shipped, whichever is earlier.
Fee
A cancellation fee of 2.5% will be applied on the amount paid by you while processing the refund. Any cashback earned on the order prior to the cancellation will be deducted from Housify credits. If the same cashback has been used completely or partially to place another order, the cashback amount will be deducted from the refund amount of the cancelled product.
How to Initiate a Cancellation Request?
1.Go to the My Orders section in your ‘My Account’
2.Click the ‘Cancel Item’ button against the Item you want to cancel.
3.If you checked out as a Guest User (i.e. you have not registered on Housify.com), please get in touch with our Customer Service team to initiate a cancellation.
4.Please go through our Refund Policy to understand the refund process and timelines.
Returning an Item
Time Frame
You can return an Item within 07 (Seven) days of the item being delivered to you. Return requests are not accepted after 07 (seven) days from the date of delivery.
What's eligible for Return or Replacement?
Defective - If the item delivered to you is defective. A defect is the unfortunate result of a flaw in manufacturing, which hinders the intended use of the product (e.g. imbalance, wooden joints opening, etc). Please note that natural characteristics of the material used, like appearance or texture (especially for solid wood products) are not defects.
Difference - If the item delivered to you is different (in dimension, shape, or color) from the item image on our website.
Not Functional - If the product delivered to you is dead on arrival, this could occur in items with batteries or requiring electrical sources (appliances, clocks, lights or bulbs). Please note that only replacements shall be offered.
What's NOT eligible for Return or Replacement?
Damaged or Missing - For any damage to the items delivered or incomplete products delivered or components missing, the claims are to be highlighted during the time of delivery itself. We won't be able to accept any return requests once the delivery is completed.
Installation Issues - Wall mounting installation services are not offered by Housify.com and therefore, return requests because of the customer’s inability to get the product wall-mounted will not be processed.
Relocation - After an item has been delivered to you in perfect condition, in the event of the subsequent dismantling of the item for relocation, reassembly, etc, please note that Housify will not be responsible for any damage to the product.
How to Initiate a Return Request?
Click Product Images
To raise a return request, you should click 2-3 clear photographs of the item in question. Below are the guidelines to follow while taking the photographs.
1-2 images should clearly show the entire product and 1-2 images zoomed-in on the damaged/defective area such that the relevant concern is visible.
The image file size should not exceed 5 MB
Raise A Return Request
Registered Users:
Login to Your Account > Go to the My Orders section in ‘My Account’.
Click on ‘Return This Product’ next to the product name that you want to return
Select the ‘Reason’ and upload the supporting images
Write your comments in the dialog box provided and submit the request
Evaluate and Pick-Up
Once we receive the images, Housify Resolution team will connect with you within 24 hours.
The return requests are evaluated by the Housify Resolution team in consultation with the merchant and a technician visit may be scheduled (if required). Please note that the resolution will be provided basis the technician’s evaluation report.
Return pick-up of product will be scheduled basis the evaluation of the technician and your subsequent interaction with our Customer Support representative.
Please retain the original packaging of the product, along with user manual, warranty slip and other accessories to ensure a successful pick-up.
A product scheduled for return pick-up will be picked up by the logistic partner of the Brand/Merchant from the original shipping address of the order, within 72 hours of initiation of the return pick-up request.
Refund Process
Mode Of Refund Payment
Once the item is cancelled, the refund is processed after the product has been picked up from the delivery location.
You can choose to get your refund either in the original mode of payment (Credit Card, Debit Card, Net Banking, Digital Wallets or UPI Account) or to your Housify Wallet.
If you have availed EMI option - incase of full refund the amout is credited to your original mode of payment. However, incase of partial refunds, the refund is initiated through NEFT transaction to your bank account so that the remaining EMI is not lapsed*.
Any cashback earned on the order prior to the cancellation will be deducted from Housify credits. If the same cashback has been used completely or partially to place another order, the cashback amount will be deducted from the refund amount of the cancelled product.
*There can be variations depending on the T&Cs of the financial service provider and time at which return is sought.
Refund Timelines
Housify Wallet - Within 24 Hours
The fastest way to get refunds is into your Housify Wallet. You can use 100% of refund credits in your Housify Wallet for your next purchase. The Housify Refund credits are valid for 3 years and are non-transferrable.
Original Mode Of Payment
Once the refund is initiated, the refund amount gets credited to your selected mode of payment in 7-10 business days. The refund timeline for various modes is provided below.
REFUND MODE ---> TIMELINE
Credit Card/Debit Card/Net Banking/UPI Account --> 4-5 Business Days
Offline (NEFT) --> 7-10 Business Days
Housify Wallet (Refund Credits) --> Within 24 Hours
Warranty Policy
Warranty Claims
You can claim for replacement or return of the items that come under the warranty as offered by various brands on Housify.com. The warranty is eligible for all types of manufacturing defect in the product. To know the warranty period and warranty terms, please refer to the warranty description on the product page on Housify.com.
What's Covered?
Repair or return of the item during the warranty period, subject to the review, verification, and confirmation of the manufacturing defect by the Resolution team in consultation with the merchant.
Repair or return of the item shall happen only at the shipping address provided at the time of purchase.
Repair or return of the item will be honoured only in cases of no alteration or modification in the originally purchased product.
What's Not Covered?
Damages due to usage of the product beyond its intended use.
Damage in the product resulting due to improper installation or assembly by a third party brand or seller (not associated with Housify), improper and irregular maintenance of the furniture, inappropriate storage ways, water or moisture damage, discolouration due to direct exposure to sunlight, etc.
Breakages in glass or mirror, torn-off stitches, and marks in the products after acknowledgement of the proper open delivery of the product.
Cancelling a Home Service
Time Frame
You may choose to cancel a confirmed home service till the time service is scheduled by the brand.
Fee
A cancellation fee of 2.5% will be applied on the amount paid by you while processing the refund.
How to Initiate a Cancellation Request?
Go to the My Orders section in your ‘My Account’
Click the ‘Cancel Item’ button against the Item you want to cancel.
Please go through our Refund Policy to understand the refund process and timelines.
Reschedule a Home Service
Time Frame
You may choose to reschedule a confirmed home service 24 hours prior to the date on which service is scheduled.
Hicare Home Service:
Call 080-46809272 or reach out to info@hicare.in to reschedule
Pecopp Home Service:
Call 72089 93333 or reach out to info@pecopp.com to reschedule
Replacement of an order or part of an order
If a defect is established within the given replacement time frame, a replacement of the same model will be provided. If no defect is confirmed or if the issue is not diagnosed within 7 days of delivery or Installation whichever is earlier, you will be directed to a brand service centre to resolve any issues.
The Brand reserves the right to test, inspect and fix the appliance before approving any replacement.
Number of days quoted for the replacement of the product by the brand is subject to government/ legal restrictions.
Time Frame
You can get replacement of the product within 07 (Seven) days from the day the product is delivered. Replacement requests are not accepted after 07 (seven) days from the date of delivery.
The Brand may facilitate scheduling a technician visit to your location. Based on the technician's evaluation report, resolution will be provided.
The Offering
A cancellation fee of 2.5% of the product value will be applicable on the amount paid by you while processing the refund (if applicable). Any cashback earned on the order placed, will be deducted from Housify credits on cancellation of the product which was ordered. If the cashback earned on the order which is getting cancelled is partially or fully used, the cashback amount used for placing another order will be deducted from the refund amount of the cancelled order
Replacing An Item
What's Eligible For Replacement?
Damaged - If the item delivered to you is in a damaged or broken condition, the product shall be replaced by the Seller/Brand on concern being raised to the customer support.
Defective/ Missing parts/ Non-Functional - If the item delivered to you is defective, has components missing, or is inoperative on arrival and the product is not performing its intended purpose, in these cases the Brand reserves the right to test, inspect and fix the appliance before approving any replacement.
Difference - If the item delivered to you is different (in dimension, shape, or colour) from the item image and description on our website, the product shall be replaced by the Seller/Brand on the concern being raised to the customer support.
MARKETPLACE POLICY - DIRECTSHIP
For the purpose of this Marketplace Policy (hereinafter referred to as this "Policy"), wherever the context so requires, "you" and "your" shall relate to any natural or legal person who has agreed to become a merchant / seller on housify.com (the "Website"). The word "Customer" shall mean a buyer who places an order on the Website, and the terms "Housify" "we", "us" and "our" shall meanHousify Limited (Formerly known as Housify Private Limited), a company incorporated underCompanies Act, 1956 with registered office at “Housify House, MJ House, CTS 40B, Opp.Cipla R&D Centre, Next Udhe House, LBS Marg, Vikhroli West, Mumbai, MH 400083. )”
We at Housify give customer satisfaction the highest priority and expect our merchants to support us in delighting our users and customers. As a merchant, whilst selling on the Website, you are expected to deliver prompt and efficient service to ensure that the Customer's experience of shopping on the Website is a delightful one. We are also committed to ensuring that all DirectShip merchants are treated in a fair and non-discriminatory manner and accordingly, in addition to the terms and conditions detailed in our E-Commerce Services Agreement, we have the following expectations from you:
1. Order Fulfilment and Timely Shipments
1.1 You are expected to process orders received from the Customers through the Website in a timely manner and provide the same to the Customers within the stipulated timelines (as agreed at the time of your registration as a merchant on the Website, and as displayed on your login page
"Merchant Dashboard")
failing which the order shall be cancelled for non-fulfilment).
1.2. Providing a hassle-free shopping experience to the Customer is of utmost priority, and we wouldlike to reiterate that adherence to pre-agreed timelines for shipping of products is of essence to our relationship with you. If the products are not delivered to the Customer within the stipulatedtimelines the order may be cancelled, and we may be required to process a refund of the amount paid by the Customer for the same.
1.3. In spite of cancellation of an order due to non-fulfilment of the same, or delay in shipment of the product on your part, we shall be entitled to charge our fee to you in respect of such cancelled order,in consideration for the services provided by us to facilitate such order, and such fee may, at our sole discretion, be adjusted against subsequent remittances, or independently claimed from you
1.4. Any failure to adhere to the timelines for fulfilment of an order or timely shipment of the product ordered by the Customer will be considered to be non-performance of your obligations, and repeated non-performance may lead to temporary or permanent suspension of your selling privileges on the Website
1.5. In addition to the above, you shall be liable to indemnify us and the other indemnified parties (as defined in the E-Commerce Services Agreement) in accordance with the E-Commerce Services Agreement, for any cancellation due to non-fulfilment of an order.
2.Merchant Remittances
2.1. Payments for orders that have been fulfiled shall be remitted to your account, after receipt of funds through the payment gateways, as per applicable laws and within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T” shall mean the date on which the product is successfully delivered to the Customer).
2.2. Remittances are usually processed twice a week, i.e., on Monday and Thursday of every week. In the event a Monday or Thursday is a bank holiday or any public holiday, the remittances shall be processed on the next working day.
2.3. All remittances shall be processed after applying / off setting all adjustments due from your account. If you have any queries with respect to the amounts being remitted to your account, please contact our Payments Team.
2.4. The remittance to Modular Merchants shall be undertaken in tranches as per the remittance cycle mentioned below, within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T”shall mean as defined below):
Tranche ---> Status "T") ---> Project Value(less services fees of the Service Provider) Remittance to Modular Merchant
1 --> Before commencement of manufacturing of Modular Furniture--> 50%
2 --> Completion of Delivery of the modular furniture by uploading of POD --> 35%
3 --> Completion of installation of the modular furniture 15% -->
3. Know Your Customer ("KYC") mandate
3.1. You will be required to complete the KYC procedure for verification of your identity and of the bank account you provided to us for receiving remittances as outlined above, as required by the bank andas per our iternal requirements. Failure to comply with this requirement will result in remittancesbeing frozen, until the required documents are submitted and validated by us.
3.2. You may provide any of the following documents for the KYC procedure:
3.2.1. GST registration certificate (Business name to be same as on registration certificate);
3.2.2. PAN card;
3.2.3. Cancelled cheque with the name of the Company printed on it;
3.2.4. Declaration (in case of sole proprietorship).
3.3. The documents submitted by you should correspond to and should validate the details provided by you on the Merchant Dashboard.
4. Item Quality, Customer Complaints, and Refunds
4.1. In addition to the covenants and warranties provided by you under the E-Commerce Services Agreement, you should ensure that the items being sold to the Customers are of high quality and in good working condition, and are not Unsuitable Products. For the purpose of this policy, the term “Unsuitable Product” means a product (a) that is defective, damaged, or lacking required label(s) as required under the Legal Metrology Act, 2009 and the rules and regulations thereunder, (b) that does not conform to the standards and the quality control checklist shared by us, or (c) that we determine to be unsuitable and unfit to be sold on the Website.
4.2. As per applicable laws, post sales, delivery of goods to the Customer and Customer satisfaction will be your (seller) responsibility. In the event a Customer reaches out to our Customer Support Team and informs us that an item has not been received, then our Customer Support Team may require you to furnish the proof of delivery ("PoD") within 5 (five) days of such intimation. As agreed at the time of your registration on the Website, and as per applicable laws, our Customer Support Team may assist you with ensuring customer satisfaction and resolving complaints received from the Customers, with respect to products sold by you on the Website.
4.3. On failing to receive the PoD from you within a reasonable time, we will be compelled to record the order as not having been fulfiled, and you will receive a notification on the Merchant Dashboard intimating you of such record. In such event, the Customer will be entitled to a refund of the amount paid by him/her for the relevant product. You hereby agree to cooperate with us in order to resolve, to the Customer s satisfaction, all cases of items that may have been shipped but not received.
4.4. You agree to accept all products that are sold by you on the Website and shipped, that may nothave been delivered successfully to the Customer and are returned to you by your delivery partners. In such event also, the Customer will be entitled to a refund of the amount paid by him/her for the relevant product.
4.5. Repeated complaints from Customers with regard to the same product or type of product may result in discontinuation of the listing of that particular product or type of product on the Website, and disciplinary action against you including temporary or permanent suspension of your selling privileges on the Website.
4.6. In the event the Customers are provided with refunds for products purchased from you, we shall,at our sole discretion, be entitled to set off the amounts payable to us (including our commission/ remittance charge) against subsequent remittances to you, or independently claim the same from you.
4.7. As per applicable laws, you will be solely responsible for any warranties or guarantees for the products being sold by you on the Website.
5. Merchant Returns and Debit
For information on Merchant Returns and Debit, kindly refer the
housify.com Marketplace PolicyRecovery.
6. Terms of Packaging
6.1. We may provide packaging materials for safety/transportation purpose only, containing logos,words, trademarks, and other intellectual property owned by us, to you, so that the order items can be packaged and shipped to the Customer in a consistent manner.
6.2. Nothing contained in this policy or in any other agreement entered by you with us shall deem to grant any rights to you, in any intellectual property owned by us. You hereby agree to use the packaging material that may be provided by us (if any), in order to pack and ship the items safely ordered by a Customer through our Website. It is hereby clarified that you shall not use the Pepperfry packaging material on any products that are not being sold on the Website.
6.3. All terms relating to intellectual property, as detailed in our E-Commerce Services Agreement,shall apply to you as if reproduced herein.
In the event your DirectShip privilege is revoked, or terminated, you shall return all remaining, unused packaging material to us, or destroy all remaining stock of packaging material, if the same were provided by Housify to you, to the satisfaction of Housify.
MARKETPLACE POLICY – NON-DIRECTSHIP
For the purpose of this Marketplace Policy (hereinafter referred to as this "Policy"), wherever the context so requires, "you" and "your" shall relate to any natural or legal person who has agreed to become a merchant / seller on housify.com (the "Website"). The word "Customer" shall mean a buyer who places an order on the Website, and the terms "Housify" "we", "us" and "our" shall meanHousify Limited (Formerly known as Housify Private Limited), a company incorporated underCompanies Act, 1956 with registered office at “Housify House, MJ House, CTS 40B, Opp.Cipla R&D Centre, Next Udhe House, LBS Marg, Vikhroli West, Mumbai, MH 400083. )”
We at Housify give customer satisfaction the highest priority and expect our merchants to support us in delighting our users and customers. As a merchant, whilst selling on the Website, you are expected to deliver prompt and efficient service to ensure that the Customer's experience of shopping on the Website is a delightful one. We are also committed to ensuring that all DirectShip merchants are treated in a fair and non-discriminatory manner and accordingly, in addition to the terms and conditions detailed in our E-Commerce Services Agreement, we have the following expectations from you:
1. Order Fulfilment and Timely Shipments
1.1 You are expected to process orders received from the Customers through the Website in a timely manner and provide the same to the Customers within the stipulated timelines (as agreed at the time of your registration as a merchant on the Website, and as displayed on your login page
"Merchant Dashboard")
failing which the order shall be cancelled for non-fulfilment).
1.2. Providing a hassle-free shopping experience to the Customer is of utmost priority, and we wouldlike to reiterate that adherence to pre-agreed timelines for shipping of products is of essence to our relationship with you. If the products are not delivered to the Customer within the stipulatedtimelines the order may be cancelled, and we may be required to process a refund of the amount paid by the Customer for the same.
1.3. In spite of cancellation of an order due to non-fulfilment of the same, or delay in shipment of the product on your part, we shall be entitled to charge our fee to you in respect of such cancelled order,in consideration for the services provided by us to facilitate such order, and such fee may, at our sole discretion, be adjusted against subsequent remittances, or independently claimed from you
1.4. Any failure to adhere to the timelines for fulfilment of an order or timely shipment of the product ordered by the Customer will be considered to be non-performance of your obligations, and repeated non-performance may lead to temporary or permanent suspension of your selling privileges on the Website
1.5. In addition to the above, you shall be liable to indemnify us and the other indemnified parties (as defined in the E-Commerce Services Agreement) in accordance with the E-Commerce Services Agreement, for any cancellation due to non-fulfilment of an order.
2.Merchant Remittances
2.1. Payments for orders that have been fulfiled shall be remitted to your account, after receipt of funds through the payment gateways, as per applicable laws and within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T” shall mean the date on which the product is successfully delivered to the Customer).
2.2. Remittances are usually processed twice a week, i.e., on Monday and Thursday of every week. In the event a Monday or Thursday is a bank holiday or any public holiday, the remittances shall be processed on the next working day.
2.3. All remittances shall be processed after applying / off setting all adjustments due from your account. If you have any queries with respect to the amounts being remitted to your account, please contact our Payments Team.
2.4. The remittance to Modular Merchants shall be undertaken in tranches as per the remittance cycle mentioned below, within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T”shall mean as defined below):
Tranche ---> Status "T") ---> Project Value(less services fees of the Service Provider) Remittance to Modular Merchant
1 --> Before commencement of manufacturing of Modular Furniture--> 50%
2 --> Completion of Delivery of the modular furniture by uploading of POD --> 35%
3 --> Completion of installation of the modular furniture 15% -->
3. Know Your Customer ("KYC") mandate
3.1. You will be required to complete the KYC procedure for verification of your identity and of the bank account you provided to us for receiving remittances as outlined above, as required by the bank andas per our iternal requirements. Failure to comply with this requirement will result in remittancesbeing frozen, until the required documents are submitted and validated by us.
3.2. You may provide any of the following documents for the KYC procedure:
3.2.1. GST registration certificate (Business name to be same as on registration certificate);
3.2.2. PAN card;
3.2.3. Cancelled cheque with the name of the Company printed on it;
3.2.4. Declaration (in case of sole proprietorship).
3.3. The documents submitted by you should correspond to and should validate the details provided by you on the Merchant Dashboard.
4. Item Quality, Customer Complaints, and Refunds
4.1. In addition to the covenants and warranties provided by you under the E-Commerce Services Agreement, you should ensure that the items being sold to the Customers are of high quality and in good working condition, and are not Unsuitable Products. For the purpose of this policy, the term “Unsuitable Product” means a product (a) that is defective, damaged, or lacking required label(s) as required under the Legal Metrology Act, 2009 and the rules and regulations thereunder, (b) that does not conform to the standards and the quality control checklist shared by us, or (c) that we determine to be unsuitable and unfit to be sold on the Website.
4.2. As per applicable laws, post sales, delivery of goods to the Customer and Customer satisfaction will be your (seller) responsibility. In the event a Customer reaches out to our Customer Support Team and informs us that an item has not been received, then our Customer Support Team may require you to furnish the proof of delivery ("PoD") within 5 (five) days of such intimation. As agreed at the time of your registration on the Website, and as per applicable laws, our Customer Support Team may assist you with ensuring customer satisfaction and resolving complaints received from the Customers, with respect to products sold by you on the Website.
4.3. On failing to receive the PoD from you within a reasonable time, we will be compelled to record the order as not having been fulfiled, and you will receive a notification on the Merchant Dashboard intimating you of such record. In such event, the Customer will be entitled to a refund of the amount paid by him/her for the relevant product. You hereby agree to cooperate with us in order to resolve, to the Customer s satisfaction, all cases of items that may have been shipped but not received.
4.4. You agree to accept all products that are sold by you on the Website and shipped, that may nothave been delivered successfully to the Customer and are returned to you by your delivery partners. In such event also, the Customer will be entitled to a refund of the amount paid by him/her for the relevant product.
4.5. Repeated complaints from Customers with regard to the same product or type of product may result in discontinuation of the listing of that particular product or type of product on the Website, and disciplinary action against you including temporary or permanent suspension of your selling privileges on the Website.
4.6. In the event the Customers are provided with refunds for products purchased from you, we shall,at our sole discretion, be entitled to set off the amounts payable to us (including our commission/ remittance charge) against subsequent remittances to you, or independently claim the same from you.
4.7. As per applicable laws, you will be solely responsible for any warranties or guarantees for the products being sold by you on the Website.
5. Merchant Returns and Debit
For information on Merchant Returns and Debit, kindly refer the
housify.com Marketplace PolicyRecovery.
6. Terms of Packaging
6.1. We may provide packaging materials for safety/transportation purpose only, containing logos,words, trademarks, and other intellectual property owned by us, to you, so that the order items can be packaged and shipped to the Customer in a consistent manner.
6.2. Nothing contained in this policy or in any other agreement entered by you with us shall deem to grant any rights to you, in any intellectual property owned by us. You hereby agree to use the packaging material that may be provided by us (if any), in order to pack and ship the items safely ordered by a Customer through our Website. It is hereby clarified that you shall not use the Pepperfry packaging material on any products that are not being sold on the Website.
6.3. All terms relating to intellectual property, as detailed in our E-Commerce Services Agreement,shall apply to you as if reproduced herein.
In the event your DirectShip privilege is revoked, or terminated, you shall return all remaining, unused packaging material to us, or destroy all remaining stock of packaging material, if the same were provided by Housify to you, to the satisfaction of Housify.
MARKETPLACE POLICY – MANAGED DIRECTSHIP
For the purpose of this Marketplace Policy (hereinafter referred to as this "Policy"), wherever the context so requires, "you" and "your" shall relate to any natural or legal person who has agreed to become a merchant / seller on the pepperfry.com (the "Website"). The word "Customer" shall mean a buyer who places an order on the Website, and the terms "Pepperfry" "we", "us" and "our" shall mean Pepperfry Limited (Formerly known as Pepperfry Private Limited), a Company incorporated under Companies Act, 1956 with registered office at " Pepperfry House, MJ House, CTS 40B, Opp.Cipla R&D Centre, Next Udhe House, LBS Marg, Vikhroli West, Mumbai, MH 400083".
We at Pepperfry give customer satisfaction the highest priority and expect our Merchants to support us in delighting our Users and Customers. As a Merchant, whilst selling on pepperfry.com ("the Website")
you are expected to deliver prompt and efficient service to ensure that the Customer's experience of shopping on the Website is a delightful one. We are also committed to ensuring that all Managed DirectShip Merchants are treated in a fair and non-discriminatory manner and accordingly, in addition to the terms and conditions detailed in our E-Commerce Services Agreement, we have the following expectations from you:
1. Order Fulfilment and Timely Shipments
1.1. You are expected to process orders received from the Customers through the Website in a timely manner and within the stipulated timelines as agreed at the time of your registration as a Merchant on the Website, and as displayed on your login page ("Merchant Dashboard"), failing which the order shall be cancelled for non-fulfilment.
1.2. Pursuant to applicable laws, post-sales and delivery of the products to the Customers, Customer satisfaction will be your responsibility. To this end, as per applicable laws, our Customer Support Team may assist you with ensuring customer satisfaction and resolving complaints received from Customers, with respect to products sold by you on the Website. We would also be happy to assist you with logistics, warehousing, and order fulfilment, and thus you have been tagged as a “Managed Directship” Merchant with the Website. In this model, we ensure that our third-party logistics partners directly pick up the product from your premises and deliver the product to the customer. Our role is limited to assigning and managing our third-party logistics partners, who in turn ensure the delivery of your product without us having the opportunity to perform quality check on the product.
1.3. Providing a hassle-free shopping experience to the Customer is of utmost priority, and we would like to reiterate that adherence to pre-agreed timelines for shipping of products is of essence to our relationship with you. If the products are not handed over to our designated logistic partners within the stipulated timelines, the order may be cancelled, and we may be required to process a refund of the amount paid by the Customer for the same.
1.4. Inspite of cancellation of an order due to non-fulfilment of the same, or delay in shipment of the product on your part, we shall be entitled to charge our fee to you in respect of such cancelled order, in consideration for the services provided by us to facilitate such order, and such fee may, at our sole discretion, be adjusted against subsequent remittances, or independently claimed from you.
1.5. Any failure to adhere to the timelines for fulfilment of an order or timely shipment of the product ordered by the Customer will be considered to be non-performance of your obligations, and repeated non-performance may lead to temporary or permanent suspension of your selling privileges on the Website.
1.6. In addition to the above, you shall be liable to indemnify us and the other Indemnified Parties (as defined in the E-Commerce Services Agreement) in accordance with the E-Commerce Services Agreement , for any cancellation due to non-fulfilment, or non-fulfilment of an order.
2. Merchant Remittances
2.1. Remittances are usually processed twice a week, i.e., on Monday and Thursday of every week. In the event a Monday or Thursday is a bank holiday or any public holiday, the remittances shall be processed on the next working day
2.2. All remittances shall be processed after applying / off-setting all adjustments due from your account. Incase of any queries with respect to the amounts being remitted to your Account, you may contact our Payments Team.
2.3. In the event our logistics team informs us that the product has not been received by the Customer, we shall ensure that the product is returned to you and shall coordinate with your team for the same.
2.4. Payments for orders that have been fulfiled shall be remitted to your account, after receipt of funds through the payment gateways, as per applicable laws and within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T” shall mean the date on which the product is successfully delivered to the Customer).
2.5. The remittance to Modular Merchants shall be undertaken in tranches as per the remittance cycle mentioned below, within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T” shall mean as defined below):
Project Value (less services fees of the Service Provider) Remittance to Modular Merchant
Tranche---> Status (“T”)
1--> Before commencement of manufacturing of Modular Furniture--> 50%
2--> Completion of Delivery of the modular furniture by uploading of POD--> 35%
3--> Completion of installation of the modular furniture--> 15%
3. Know Your Customer ("KYC") mandate
3.1. You will be required to complete the KYC procedure for verification of your identity and of the bank account provided by you to us for receiving remittances as outlined above, as required by the bank and as per our internal requirements. Failure to comply with this requirement will result in remittances being frozen, until the required documents are submitted and validated b
3.2. You may provide any of the following documents for the KYC procedure:
3.2.1. GST registration certificate (Business name to be same as on registration certificate);
3.2.2. PAN card;
3.2.3. Cancelled cheque with the name of the Company printed on it;
3.2.4. Declaration (in case of sole proprietorship).
3.3. The documents submitted by you should correspond to,and should validate the details provided by you on the Merchant Dashboard.
4. Item Quality, Customer Complaints, and Refunds
4.1. In addition to the covenants and warranties provided by you under the E-Commerce Services Agreement, you should ensure that the items being sold to Customers are of high quality and in good working condition, and are not Unsuitable Products. For the purpose of this Policy, the term “Unsuitable Product” means a product (a) that is defective, damaged, or lacking required label(s) as required under the Legal Metrology Act, 2009 and the rules and regulations thereunder, (b) that does not conform to the standards and the quality control checklist shared by us, or (c) that we determine to be unsuitable and unfit to be sold on the Website.
4.2. Repeated complaints from Customers with regard to the same product or type of product may result in discontinuation of the listing of that particular product or type of product on the Website, and disciplinary action against you including temporary or permanent suspension of your selling privileges on the Website.
4.3. You hereby agree to accept delivery of products:
4.3.1 That are not delivered successfully or returned by Customers as being defective or incomplete or incorrect or damaged or not as expected products;
4.3.2 In respect of which the orders are cancelled by Customers prior to it being delivered to the customers
4.4. In the event the Customers are provided with refunds for products purchased from you, we shall, at our sole discretion, be entitled to set-off the amounts payable to us (including our commission / remittance charge) against subsequent remittances to you, or independently claim the same from you.
4.5. As per applicable laws, you will be solely responsible for any warranties or guarantees for the products being sold by you on the Website.
5. Merchant Returns and Debit
For information on Merchant Returns and Debit, kindly refer the housify.com Marketplace Policy – Recovery.
HOUSIFY.COM PRIORITY MERCHANT POLICY
In order to recognize the efforts of merchants who have performed extremely well on Housify and delivered large sales turnover, Housify is proud to announce the ‘Priority Merchant Program’. The program aims to reward eligible merchants with an Early Remittance Benefit for their sales on Housify and make credit lines available to enhance their sales turnover on Housify.com through the Performance Booster Program, and/or provide Housify assured Tag.
The Priority Merchant Program membership is FREE to all qualified merchants. The ‘Priority Merchant’ status is given basis quarterly evaluation of merchants on the below criteria. The Merchants who qualify all the below criteria during a quarter, are recognized as ‘Priority Merchants’:
1.The Merchant should have registered for the fulfillment support services Housify.com
2.The Merchant should maintain an average stock of Rs. 5 lakhs with Housify.com
3.The average refund ratio of the products of such Merchant should be less than 15%
The benefit of the program are as follows:
Early Remittance: In an event of a transaction on www.hosify.com, the remittance is transferred to the bank account registered by the priority merchants in the immediately following remittance cycle when the Pepperfry Logistics team / merchant confirms shipment of the item(s) to the customer address. However, during high demand, in an event of a transaction on the www.housify.com, the remittance maybe transferred to the bank account registered by the priority merchants in the immediately following remittance cycle when the order is confirmed on www.pepperfry.com. This will mean that the pay-outs can happen much earlier and would not be dependent on the delivery confirmation from the customer.
Performance Booster Benefit:
Under the performance booster benefit, any priority merchant may approach Housify, at its sole discretion, to avail performance booster benefit in the form of lines of credit, which shall only be used to increase the stock of its products listed on www.pepperfrycom. Thus, facilitating in elimination of “Out of Stock” of products of the priority merchants listed on www.pepperfry.com. Pursuant to the priority merchant approaching to avail parameters, to the priority merchant and on the terms and conditions as Pepperfry may deem fit. The Priority Merchants agree, acknowledge and confirm that, in the event Pepperfry agrees to provide such line of credit to the priority merchant, then Pepperfry shall, inter alia, have an irrevocable right to adjust such line of credit against the future remittance to the priority merchant. This benefit is available to the priority merchants with effect from May 2, 2019. The Priority Merchant may approach their relevant category manager for availing this benefit.
Housify Assured Tag (“Tag”): Under this, any priority merchant may approach Housify, at its sole discretion, to avail Pepperfry Assured Tag for its products listed on www.pepperfrycom. Pursuant to the priority merchant approaching to avail Pepperfry Assured Tag, Pepperfry may give the tag to the priority merchant on the terms and conditions as Pepperfry may deem fit considering the parameters like quality, warranty etc.,
The Priority Merchant Program eligibility is reviewed every quarter, members of the program must:
1. Comply with all the laws of India
2. Qualify under all the above-mentioned criteria during the quarter
3.Comply with E – Commerce Service Agreement and all marketplace policies as mentioned on the website of Housify
Other Terms
1. Housify may, at its sole discretion, review and modify the aforementioned criteria to attain the status of priority merchant, from time to time
2. Housify reserves its right to modify or withdraw, fully or partially, the benefits offered to any or all merchants without any notice
3. Housify also reserves the right to waive, fully or partially, the above-mentioned benefits for certain priority merchants
4. If a customer claims refundofanitemforwhichtheprioritymerchanthasalreadyreceivedtheearly remittance, and the customer’s claim is approved, the customer’s payment will be debited from the subsequent remittance cycle
5. The early remittance benefit shall not be applicable on orders placed under Cash on Delivery as the mode of payment
6. The early remittance benefit shall be provided to the merchant as soon as the merchant attains the status of Priority Merchant, whereas, the performance booster benefit is an optional benefit available only when the priority merchant decides to claim it, at its sole discretion and Pepperfry agrees to provide it, at its sole discretion
Merchant Assured Remittance Program
Under the Merchant’s Assurance program the Company shall remit to the merchants an amount as assurance towards safe keeping of the inventory of the merchants kept in the warehouses and the amount shall be calculated on the basis of the method given below.
Eligibility
The Merchant Assurance Program membership is FREE to all qualified merchants. The Merchants who qualify all the below criteria are eligible to qualify under this program:
1. Investment in Plant and Machinery or Equipment < ₹50 Cr and Annual turnover < ₹250 Cr as per the last audited accounts
2. Active merchants with annual sales through Pepperfry platform of at least ₹ 10 lacs
3. Merchants with active inwards in previous month
Amount to be remitted towards safe keeping of the inventory
1. The Company will remit amount upto to 50% of the inventory GRN value and shall be computed as per the method feasible for the Company in compliance with the applicable laws
2. The amount remitted shall be adjusted against the amounts collected pursuant to sale on the Pepperfry platform and the Merchant would receive the net amount after deduction of the assurance amount
Other Terms
1. Housify may, at its sole discretion, review and modify the criteria listed above, from time to time
2. Housify reserves its right to modify or withdraw, fully or partially, the Program to any or all Merchants without any notice
3. Merchants shall comply with all applicable laws and the terms and conditions of the E – Commerce Service Agreement and all marketplace policies as mentioned on the website of Housify
4. In the event any Merchant (a) intends to terminate the E-Commerce Services Agreement entered into with Pepperfry; or (b) ceases to avail the warehousing and logistics services from Housify; or (c) intends to remove inventory from the warehouses of Housify for any reason other than sale to a consumer through Housify platform, then prior to such termination or removal / release of the inventory of such Merchants from the warehouses of Housify, any outstanding amount received by the Merchant from Pepperfry pursuant to this Merchant’s Assurance program shall be refunded by the Merchant to Housify