Returns, Exchange & Refunds Policy

1. Overview

At DaaS, we want you to love every purchase. If for any reason you are not satisfied with an item you received, this policy explains your options for returns, exchanges, and refunds.

Because DaaS is a marketplace with multiple independent Sellers, return eligibility may vary by product category and the Seller's individual return policy as stated on the product listing page. Where a Seller's policy is more generous than this general policy, the Seller's policy takes precedence. Where it is more restrictive, this general policy serves as the minimum standard guaranteed by DaaS.

All returns and refunds are governed by the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

2. Return Eligibility

An item is eligible for return if all of the following conditions are met:

• The return request is raised within the applicable return window (see Section 3).
• The item is unused, unworn, unwashed, and in its original condition.
• All original tags, labels, accessories, manuals, and packaging are intact and included.
• The item is not listed under Non-Returnable Items (see Section 8).
• The item is not damaged due to misuse, negligence, or accidental damage by the buyer.
• A valid reason for return is provided (defective, wrong item, not as described, damaged in transit, or change of mind where applicable).

DaaS reserves the right to reject a return request if the returned item does not meet the above conditions upon inspection.

3. Return Window

The return window begins from the date of delivery as recorded by our logistics partner. If you believe the delivery date was recorded incorrectly, contact us within the return window with evidence (e.g., photo with timestamp).

4. How to Initiate a Return

1. Log in to your DaaS account and go to My Orders.
2. Select the order and the specific item you wish to return.
3. Click "Return / Exchange" and select your reason from the menu. Upload photos of the item if the return is due to damage, defect, or wrong item received.
4. Choose your preferred resolution: Refund or Exchange(if exchange is available for that item).
5. Select your pickup date and time slot, or choose to self-ship if a pickup partner is not available in your area.
6. Once your request is submitted, you will receive a confirmation with the Return ID and next steps via email and SMS.

Important: Ensure all original packaging, tags, accessories, and invoices are packed along with the return. Items returned without original packaging may be rejected at the quality check stage.

5. Pickup & Self-Ship

5.1 Free Doorstep Pickup

For most serviceable pincodes, DaaS arranges a free doorstep pickup through our logistics partners. You can select a convenient date (within 2–4 business days of the return request) and a 4-hour time slot. Our delivery agent will collect the item from your address and provide a pickup receipt. Retain this receipt as proof of return.

5.2 Self-Ship

If doorstep pickup is not available in your area, you will be asked to self-ship the item to the Seller's address provided in the return instructions. Use a trackable courier service and retain the tracking number and dispatch receipt. Self-ship courier costs are reimbursed up to ₹100 for standard returns and up to ₹200 for heavy or bulky items, credited to your DaaS Wallet within 5 business days of our receiving the return. Reimbursement is not applicable if the return is due to a change of mind.

6. Quality Check & Inspection

All returned items undergo a quality inspection at our fulfilment centre or the Seller's warehouse before a refund or exchange is processed. This process typically takes 2–4 business days after we receive the item.

During the inspection, we verify that:

• The returned item matches the product ordered (same SKU, colour, size).
• The item is in the same condition as described in your return request.
• All accessories, manuals, and original packaging components are present.
• The item has not been used, damaged, or tampered with beyond what was declared.

If the item passes inspection, your refund or exchange will be processed within the timelines specified in Section 9.

If the item fails inspection (e.g., signs of use not declared, missing components, or damage inconsistent with the reported reason), the return will be rejected and the item will be reshipped to you. You will be notified with the reason for rejection. You may appeal the decision within 7 days by contacting our support team.

7. Exchange Policy

DaaS offers exchanges for eligible items where the Seller supports it. You may exchange an item for:

• A different size of the same product (e.g., S to M for clothing).
• A different colour of the same product, subject to availability.
• The same product as a replacement if the original was defective or damaged.

Exchanges are subject to stock availability. If your requested size/colour is unavailable, a full refund will be processed instead. The exchange item will be dispatched within 3–5 business days after the original item has been picked up and inspected.

Exchanges are currently limited to one exchange per order item. A second change of mind on the exchanged item will only be eligible for a refund, not a further exchange.

8. Non-Returnable Items

The following items are not eligible for return or exchange, unless they are delivered in a damaged, defective, or materially different condition:

• Grocery, food, and perishable items.
• Digital goods, software licences, app subscriptions, and e-gift cards.
• Personalised, engraved, or custom-made products.
• Innerwear, lingerie, swimwear, and socks (for hygiene reasons).
• Earrings and nose pins (for hygiene reasons).
• Opened beauty, skincare, or personal care products.
• Hazardous, flammable, or dangerous goods.
• Newspapers, magazines, and single-issue publications.
• Items explicitly marked as "Non-Returnable" on the product listing page at the time of purchase.

For defective or damaged items in any of the above categories, please contact us within 48 hours of delivery with photos and we will assess on a case-by-case basis.

9. Refund Process & Timelines

Once a return is approved following quality inspection, we initiate the refund to your original payment method. Estimated processing timelines:

For COD orders, you will need to provide your bank account details (account number and IFSC code) in the return form for an NEFT refund, or choose an instant DaaS Wallet credit.

Instant Refund: For eligible orders and payment methods, DaaS may offer an Instant Refund to your DaaS Wallet (usable on your next purchase) even before the returned item has been received, as a gesture of goodwill. This is at DaaS's sole discretion and based on your account history.

If your refund is not received within the stated period, please check with your bank first, then contact us at support@dassdotcom.com with your Return ID.

10. Damaged, Defective, or Wrong Item Received

If you receive an item that is damaged in transit, defective, or materially different from what was described in the product listing, please take the following steps:

1. Document the issue: Take clear photos and/or a short video of the item and packaging immediately upon delivery, before opening the outer packaging if possible.
2. Do not use the item: Using a defective item may affect your eligibility for a full refund or exchange.
3. Raise a complaint within 48 hours of delivery through My Orders → "Report a Problem" or by contacting our support team directly.
4. Upload the photos/video as evidence when submitting your return or complaint request.

For verified cases of damaged, defective, or wrong items, DaaS will cover return shipping costs in full and process a complete refund or replacement at no charge to you, including any original shipping fees paid.

If an item is received in a sealed box that turns out to be empty or to contain a different product (commonly reported as "empty box" fraud), please report it immediately to support@dassdotcom.com. We investigate all such reports and will process verified claims within 7 business days.

11. Contact Us

Our support team is here to help with any questions about returns, exchanges, or refunds:

• Email: support@dassdotcom.com
• Phone: Toll Free (123) 456-7890 (Mon – Sun, 9 AM – 8 PM IST)
• Live Chat: Available on the Platform during working hours.
• Grievance Escalation: grievance@dassdotcom.com
• Consumer Forum: You may also raise a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or file on the Government's INGRAM portal at ingram.nic.in.

We aim to resolve all return and refund queries within 48 hours of receipt, with full resolution within 15 business days from the date the return request was accepted.