This Refund, Return and Replacement Policy (“Policy”) governs all purchases made on the Naar Platform operated by DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED (“Company”, “Naar”, “Platform”, “We”, “Us”, “Our”).

This Policy applies to all buyers, sellers, creators, merchants, and other users engaging in commerce through the Platform.

By purchasing products through the Naar Platform, users acknowledge and agree to the terms outlined in this Policy.

1. PLATFORM NATURE

Naar operates as a social commerce marketplace platform that enables independent sellers, brands, creators, and merchants to list, promote, and sell products directly to customers through the Naar Platform.

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED provides the technology infrastructure and digital marketplace that facilitates transactions between buyers and sellers.

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED:

• Does not manufacture, produce, or modify products listed on the platform
• Does not maintain or control inventory for products sold by independent sellers
• Does not act as the seller of record unless explicitly stated on the product listing

Accordingly, the contract of sale is entered into directly between the buyer and the seller, and the seller is responsible for fulfilling the order, product quality, and product accuracy.

Naar may assist in payment processing, logistics coordination, and dispute resolution, but it does not assume ownership or responsibility for the products listed by sellers.

2. RETURN, REFUND & REPLACEMENT ELIGIBILITY

Not all products listed or sold on the Naar Platform are eligible for return, refund, or replacement.

Eligibility for return, refund, or replacement depends on several factors including:

• Product category
• Seller-specific policies
• Conditions displayed on the product listing page
• Applicable return window

Products will only be eligible for return, refund, or replacement if the product listing explicitly states that the item is eligible under the applicable return policy.

If a product is marked “Non-Returnable” on the product listing page, the product cannot be returned unless:

• The product is defective
• The product was damaged during delivery
• The wrong item was delivered

Customers must raise a return or replacement request within the applicable return window to be eligible for processing.

3. STANDARD RETURN WINDOW

Unless otherwise specified on the product listing page, eligible products must be returned or replacement requests must be initiated within three (3) days from the date of delivery of the product.

The return window begins from the delivery confirmation date recorded by the logistics partner, courier service, or delivery service provider.

Customers must initiate return or replacement requests through the Naar Platform or through official customer support channels within the applicable return window.

Requests submitted after the expiration of the applicable return window may not be accepted, unless otherwise required under applicable law.

In certain product categories such as food items, perishable goods, hygiene-sensitive products, or time-sensitive consumables, a shorter return window may apply, as specified in the category-specific return policy.

All return or replacement requests are subject to verification and inspection by the seller or logistics partner before approval.

4. GENERAL RETURN CONDITIONS

A return, replacement, or refund request may be approved if the product meets the applicable return eligibility requirements and falls under the permitted return reasons as defined in this Policy or on the product listing page.

Common valid reasons for return may include:

• Product was damaged during delivery
• Product is defective or not functioning properly
• Wrong product was delivered
• Missing accessories, components, or parts
• Product is significantly different from the description, specifications, or images displayed on the product listing page

In certain cases, customers may be required to provide photographic or video evidence of the product condition to support the return or replacement request.

To qualify for return, the product must meet the following conditions:

• Product must be unused and in its original condition
• Original packaging must be intact and undamaged
• All accessories, manuals, warranty cards, and included components must be returned
• Original tags, labels, and seals must remain attached and untampered
• Invoice, order confirmation, or proof of purchase must be provided

Products that do not meet these conditions, or products that show signs of use, alteration, damage caused by the customer, or missing components, may not qualify for return, replacement, or refund.

All return requests are subject to verification and inspection by the seller or logistics partner before approval.

5. RETURN REJECTION CONDITIONS

Return or replacement requests may be rejected if the returned product does not meet the eligibility conditions.

Return requests may be declined if:

• The product has been used, worn, washed, or altered
• The product has been damaged due to customer misuse or negligence
• Serial numbers, barcodes, or identification labels are missing
• The product is returned without original packaging or accessories
• Product packaging has been tampered with or replaced
• The return request was submitted after the applicable return window

Naar reserves the right to conduct inspection and verification before approving any return, replacement, or refund request.

Returned products that fail inspection may be sent back to the customer or rejected from the return process.

6. CATEGORY-WISE RETURN & REPLACEMENT POLICY

Return eligibility varies depending on the product category, seller policy, and the information displayed on the product listing page at the time of purchase.

Unless otherwise specified on the product listing page, the applicable return window begins from the date of delivery of the product.

Not all products sold on the Naar Platform are eligible for return, refund, or replacement.

6.1 Fashion & Apparel

Includes:

• Clothing
• Footwear
• Accessories
• Bags
• Watches
• Sunglasses
• Non-precious jewelry

Return Window:
3 Days Return / Exchange

Eligible Actions:

• Refund
• Size Exchange
• Replacement

Conditions:

• Product must be unused and in its original condition
• Original tags and labels must remain intact
• Original packaging must be returned

Returns may be rejected if:

• Product has been worn or washed
• Makeup, perfume, or deodorant stains are present
• Hygiene seals are removed or tampered with

6.2 Electronics (Consumer Electronics)

Includes:

• Mobile phones
• Laptops
• Tablets
• Smart watches
• Headphones
• Cameras
• Computer accessories
• Other portable electronic devices

Return Window:
3 Days Replacement Only

Eligible Actions:

• Technical troubleshooting support
• Replacement

If the reported issue cannot be confirmed, customers may be directed to the authorized brand service center for further diagnosis or warranty support.

Only one replacement request may be permitted per order.

Returned products must match the serial number, IMEI number, or product identification of the originally shipped item. Returns may be rejected if the product identity does not match the shipped product.

Refunds may be issued only if a replacement is not available.

6.3 Home & Kitchen Products (Small Appliances)

Includes:

• Mixer grinders
• Induction cooktops
• Electric kettles
• Air fryers
• Microwave ovens
• Coffee machines
• Toasters
• Blenders
• Small kitchen appliances
• Home décor items
• Household tools
• Storage and organization products

Return Window:
3 Days

Eligible Actions:

• Replacement
• Refund

Products must be returned in unused condition with original packaging, accessories, and documentation.

Returns may be rejected if the product:

• Shows signs of use
• Is returned without original packaging or accessories
• Is damaged due to customer misuse or negligence

6.4 Large Appliances

Includes:

• Refrigerators
• Washing machines
• Air conditioners
• Dishwashers
• Televisions above 32 inches
• Water purifiers
• Large kitchen appliances

Return Window:
3 Days Replacement Only

Eligible Actions:

• Replacement for defective or damaged products

Conditions:

• Product must be unused and in original packaging
• All accessories, manuals, and warranty cards must be returned
• Installation must not be completed unless the defect is verified

In certain cases, a brand-authorized technician inspection may be required to verify the reported defect before approving a replacement.

Returned products must match the serial number or product identification of the originally shipped item.

Refunds may be issued only if a replacement is not available.

6.5 Beauty & Personal Care

Includes:

• Cosmetics
• Skincare products
• Grooming products
• Haircare products
• Perfumes and fragrances

Return Window:
2–3 Days

Eligible Actions:

• Refund
• Replacement for damaged items

Products are non-returnable if:

• Product packaging has been opened
• Hygiene seals are broken or removed
• Product has been used or partially consumed

Exceptions apply if:

• Product is expired
• Wrong product was delivered
• Packaging was damaged during delivery

6.6 Food & Grocery

Includes:

• Packaged foods
• Snacks
• Beverages
• Organic products
• Ready-to-eat items

Return Window:
24–48 Hours

Eligible Action:

• Refund only

Returns are accepted only if:

• Product is expired
• Packaging is damaged or tampered with
• Wrong item was delivered

Food products cannot be returned due to taste preference, personal dislike, or change of mind.

6.7 Handmade & Artisan Products

Includes:

• Handmade crafts
• Custom artistic goods
• Artisan and handcrafted products

Return Window:
3–5 Days

Eligible Actions:

• Replacement
• Refund (case-by-case basis)

Due to the nature of handmade products, minor variations in color, texture, pattern, or finish may occur and shall not be considered defects.

6.8 Digital Products

Includes:

• Digital downloads
• Online courses
• Digital subscriptions

Return Window:
Non-Returnable

Digital products cannot be returned once they have been accessed, downloaded, activated, or consumed.

Refunds may be issued only in the following cases:

• Duplicate transactions
• Technical delivery failure preventing access to the product

6.9 Customized Products

Includes:

• Personalized products
• Custom printed goods
• Made-to-order items

Return Window:
Non-Returnable

Customized products cannot be returned due to the personalized nature of the item.

Exceptions apply only in the following cases:

• Manufacturing defect
• Incorrect customization delivered
• Product damaged during delivery

Return, refund, or replacement requests under this section are subject to verification and inspection by the seller or logistics partner.

Naar reserves the right to approve, reject, or investigate return requests based on the applicable policy, product condition, and supporting evidence.

7. NON-RETURNABLE ITEMS

Certain products listed on the Naar Platform may not be eligible for return, refund, or replacement due to hygiene, safety, customization, or regulatory reasons.

Products that are generally not eligible for return or replacement include, but are not limited to:

• Perishable food items and consumable products
• Personal hygiene and personal care products once opened
• Innerwear, intimate apparel, and hygiene-sensitive items
• Customized or personalized products made specifically for a customer
• Digital downloads, digital services, or digital subscriptions
• Products explicitly marked as “Non-Returnable” on the product listing page

Returns for such products may only be accepted if:

• The product is defective at the time of delivery
• The product was damaged during delivery
• The wrong product was delivered to the customer

Products marked as “Non-Returnable” on the product listing page shall not be eligible for return or replacement unless the product is defective, damaged during delivery, or incorrect.

Naar reserves the right to review and verify such requests before approving any return or refund.

8. REFUND PROCESS

Once a return request has been approved and the returned product has been received, inspected, and verified, the refund process will be initiated.

Refunds are typically processed within 3–11 business days from the date the returned product passes inspection.

Refunds will be issued to the original payment method used for the purchase unless otherwise agreed or where the refund is credited to the Naar Wallet.

Estimated refund timelines may vary depending on the payment method used.

Estimated Refund Timelines:

• UPI – Instant to 3 business days
• Credit / Debit Card – 5 to 11 business days
• Net Banking – 5 to 11 business days
• Naar Wallet – Within 24 to 48 hours

Actual refund credit timelines may vary depend on the customer’s bank, payment provider, or financial institution.

9. PICKUP & INSPECTION

Returned or replacement products may undergo verification and inspection before a return, replacement, or refund request is approved.

Inspection may be conducted by the seller, logistics partner, or authorized service personnel.

The inspection process may include:

• Physical inspection of the product condition
• Serial number or product identification verification
• Verification of packaging, accessories, manuals, and included components
• Confirmation that the returned product matches the originally shipped product

In certain cases, customers may be required to provide photographic or video evidence of the product condition before the return request is approved.

Where applicable, customers must cooperate with the pickup process and provide the product in its original condition along with all packaging and accessories.

Refunds or replacements will normally be processed only after the returned product has been received and verified by the seller or logistics partner, unless the Platform determines that a return is not required.

If the returned product:

• Fails inspection
• Is found to be used, damaged, altered, or tampered with
• Does not match the originally shipped product
• Is returned with missing components, accessories, or packaging

the return or replacement request may be rejected.

In such cases, the product may be returned to the customer or the claim may be closed in accordance with the Platform's policies.

10. SELLER RESPONSIBILITIES

Sellers listing products on the Naar Platform are responsible for ensuring that all product listings comply with applicable laws and platform policies.

Sellers must ensure:

• Accurate and truthful product descriptions
• Authentic and genuine products
• Proper product packaging and secure shipment
• Compliance with all applicable consumer protection and product regulations

Sellers must also respond to customer complaints, replacement requests, and return requests in a timely manner.

Repeated violations of platform policies may result in actions including:

• Product listing removal
• Financial penalties
• Temporary suspension of seller privileges
• Permanent removal from the Naar Platform

11. FRAUD PREVENTION

To maintain marketplace integrity and protect both buyers and sellers, Naar actively monitors transactions, return requests, and refund activities for suspicious, abusive, or fraudulent behavior.

Naar reserves the right to:

• Limit excessive return or refund requests
• Investigate suspicious claims, refund disputes, or unusual transaction patterns
• Require additional verification or supporting evidence for return or refund requests
• Reject return, replacement, or refund requests that appear fraudulent or abusive

Examples of potential abuse may include, but are not limited to:

• Serial or excessive return behavior
• Returning a product different from the one originally shipped (product swapping)
• False claims of damage, defect, or missing items without sufficient evidence
• Repeated refund disputes from the same customer account
• Suspicious order patterns, including multiple high-value orders followed by refund requests
• Use of multiple accounts, masked identities, or other attempts to bypass platform policies

Naar may also monitor indicators such as unusual order activity, repeated delivery refusals, abnormal refund patterns, or other high-risk transaction behaviors as part of its fraud prevention measures.

Where suspicious activity is detected, Naar reserves the right to:

• Temporarily hold or review return or refund requests
• Escalate the case to the Platform’s fraud review or payments investigation teams
• Suspend or permanently restrict access to the Platform
• Take additional action as permitted under applicable laws and platform policies.

Accounts involved in confirmed fraudulent activity may be suspended, terminated, or restricted from future transactions on the Platform.

12. REFUND REVERSAL & RECOVERY RIGHTS

In order to prevent financial loss, system misuse, or fraudulent activity, Naar reserves the right to reverse, recover, or adjust refunds issued under certain circumstances.

Refund reversals or recoveries may occur in situations including, but not limited to:

• Refunds issued due to system errors or technical failures
• Refunds obtained through fraudulent activity, misrepresentation, or abuse of platform policies
• Chargebacks or payment reversals initiated through banks, card networks, or financial institutions after a refund has already been processed
• Duplicate refunds issued due to payment processing errors
• Situations where the returned product fails inspection or does not match the originally shipped product

Where applicable, Naar reserves the right to:

• Recover the refunded amount from the customer’s Naar Wallet or future transactions
• Initiate recovery through payment providers or financial institutions
• Suspend or restrict accounts involved in refund abuse or fraudulent activity
• Take further action as permitted under applicable laws and platform policies

This clause is intended to protect the Platform, sellers, and payment partners from refund fraud, duplicate refunds, and chargeback abuse.

13. LEGAL PROTECTION CLAUSES

To ensure fair use of the platform and protect all parties involved, the following legal provisions apply.

Product Listing Policy Prevails

The eligibility of any product for return, refund, or replacement shall be determined based on the policy displayed on the product listing page at the time of purchase.

In case of any conflict between this Policy and the product listing page, the product listing page policy shall prevail.

Seller Responsibility

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED operates the Naar Platform as a technology intermediary connecting buyers and independent sellers.

Sellers are solely responsible for:

• Product quality
• Product descriptions
• Product warranties
• Order fulfillment and shipping

Inspection & Verification

All returned products are subject to inspection and verification by the seller or logistics partner before approval of returns or refunds.

Return Abuse Protection

Naar reserves the right to limit, suspend, or reject return requests in cases where the return policy is suspected to be abused.

Platform Liability Limitation

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED shall not be liable for claims arising from product defects, manufacturing faults, seller misrepresentation, or product misuse, unless the product is sold directly by the Platform.

14. PAYMENT GATEWAY LIABILITY

Payments made on the Naar Platform are processed through third-party payment gateway providers.

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED does not control or operate these payment systems and shall not be responsible for:

• Payment failures
• Transaction delays
• Technical errors
• Banking or financial institution processing issues

Any payment-related issues must be resolved in accordance with the policies of the respective payment gateway provider or bank. Refund timelines may also depend on the processing policies of the customer’s bank or payment service provider.

15. CONSUMER PROTECTION COMPLIANCE

The Naar Platform operates in compliance with the applicable provisions of Indian consumer protection laws, including but not limited to:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• Other applicable laws, regulations, and governmental guidelines governing e-commerce transactions in India.

Naar functions as a marketplace platform that connects buyers and independent sellers and facilitates transactions through the Platform.

Sellers listing products on the Platform are responsible for ensuring that their products, product descriptions, warranties, pricing, and representations comply with all applicable laws and regulatory requirements.

Customers purchasing products through the Naar Platform retain all statutory rights and remedies available under applicable consumer protection laws.

Customers may raise complaints through the Platform’s customer support channels or internal dispute resolution process, and may also approach the appropriate consumer dispute redressal forums or authorities as permitted under applicable law.

Naar may cooperate with regulatory authorities, law enforcement agencies, or consumer protection bodies in connection with complaints, investigations, or enforcement actions related to transactions conducted through the Platform.

Nothing in this Policy shall be interpreted as limiting, waiving, or restricting any legal rights available to consumers under applicable law.

16. DISPUTE RESOLUTION & ARBITRATION

In the event of any dispute, complaint, or claim arising out of or relating to purchases made through the Naar Platform, the parties shall first attempt to resolve the matter amicably through the Platform’s customer support channels or dispute resolution process.

Customers are encouraged to contact Naar Customer Support and provide all relevant information, including order details, transaction identifiers, and supporting documentation, to facilitate resolution.

Where necessary, the matter may be reviewed internally by the relevant operational teams, including customer support, payments, fraud review, logistics, or seller support teams, in order to investigate the issue and determine an appropriate resolution.

If the dispute involves payment transactions, refunds, or chargebacks, the matter may also be escalated for payment investigation in accordance with applicable banking and payment network guidelines.

If the dispute cannot be resolved amicably through the Platform’s internal dispute resolution process, it shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996.

• The arbitration shall be conducted by a single arbitrator appointed in accordance with applicable law.
• The seat and venue of arbitration shall be Chennai, Tamil Nadu, India.
• The arbitration proceedings shall be conducted in the English language.

Subject to the arbitration provisions above, courts located in Chennai, Tamil Nadu, India shall have exclusive jurisdiction over matters not subject to arbitration or for enforcement of arbitration awards.

17. FORCE MAJEURE

Naar shall not be liable for any failure or delay in performing its obligations where such delay is caused by events beyond its reasonable control.

Such events may include but are not limited to:

• Natural disasters
• Government actions or regulatory restrictions
• Logistics disruptions
• Internet outages or technical failures
• Payment system failures

During such events, Naar may temporarily suspend services or delay processing requests until normal operations resume.

18. POLICY MODIFICATIONS

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED reserves the right to update, modify, or revise this Policy at its discretion from time to time.

Any updates or modifications to this Policy will be published on the Naar Platform and will become effective upon publication, unless otherwise specified.

Users are encouraged to review this Policy periodically to stay informed about any updates.

Continued use of the Platform after the publication of changes constitutes acceptance of the updated Policy.

19. CONTACT

For any queries, complaints, or requests related to returns, refunds, or replacements, customers may contact:

DIGINAAR SOCIAL COMMERCE PRIVATE LIMITED

Customer Support: support@naar.io
Website: www.naar.io