Return, Replacement and Refund Policy

 

This Annexure IV – Return, Replacement and Refund Policy (“Policy”) forms an integral part of the Agreement executed between AAAH (“Platform”) and the Seller and shall be read with and construed as part of the Agreement. In the event of any inconsistency between this Policy and the Agreement, the provisions of the Agreement shall prevail, unless the Agreement expressly provides otherwise. Nothing contained in this Policy shall restrict or exclude any right or remedy available to a Buyer under applicable law.

1. Purpose

This Policy sets out the terms and procedures governing cancellation, return, replacement, quantity discrepancy, quality-related claims, refund and payment adjustment in respect of Products purchased by a Buyer through the Online Store operated on the Platform.

The rights and obligations set out herein shall apply in addition to the Seller’s obligations under the Agreement, including its obligations relating to product quality, quantity, specifications, delivery, statutory compliance, warranties and customer claims.

2. Role of the Platform

AAAH operates the Website and Online Store as an online technology and marketplace platform facilitating transactions between Buyers and Sellers. Unless expressly agreed otherwise in writing, AAAH is not the manufacturer, owner, seller, distributor or supplier of the Products listed by the Seller.

The Seller shall remain solely responsible for the Products offered through its Online Store, including their quality, quantity, specifications, conformity, packaging, labelling, statutory compliance, warranties, guarantees, replacement and after-sales obligations.

AAAH shall, to the extent applicable, facilitate communication and coordination between the Buyer and the Seller in relation to return, replacement, refund and other customer claims.

3. Classification of Products

For the purpose of this Policy, Products may be classified into different categories based on their nature, weight, volume, quantity, handling requirements and other commercial or logistical considerations.

Category A Products shall mean bulk, heavy, construction or building-material Products, including but not limited to bricks, coarse aggregates/bajri, fine aggregates/sand, reinforcement steel and cement, and such other Products as may be designated as Category A by AAAH from time to time.

The return, replacement, refund and quantity-verification provisions applicable to Category A Products are specifically set out in this Annexure IV.

4. General Eligibility for Return, Replacement and Refund

• A Product shall be eligible for return, replacement, refund or payment adjustment only where the applicable conditions specified in this Policy are satisfied.
• The Seller shall be responsible for ensuring that Products supplied to the Buyer conform to the specifications, description, quality standards, quantity and other particulars displayed on the Online Store and/or agreed with the Buyer.
• No return, replacement, refund or payment adjustment shall be permitted merely on account of a change of mind or for reasons other than those expressly recognised under this Policy, except where otherwise required under applicable law or expressly agreed by the Seller.
• Nothing contained in this Policy shall prejudice the Buyer’s rights in respect of defective, unsafe, misrepresented or otherwise non-conforming Products where such rights are available under applicable law.

5. Inspection at the Time of Delivery

• The Buyer or the Buyer’s authorised representative shall make reasonable arrangements to receive and inspect the Products at the delivery location.
• In the case of Category A Products, the Buyer or its authorised representative shall be present at the delivery location and shall inspect the Products at the stage specified in this Policy before permitting unloading, wherever inspection before unloading is required.
• Where the Buyer fails to arrange for its representative to be present at the delivery location and the Products are consequently unloaded, the Buyer may thereafter raise only such quantity discrepancy claims as are expressly permitted under this Policy, subject always to applicable law.
• The Buyer shall examine the Products for apparent quality, quantity, measurement and other visible discrepancies and shall record any discrepancy on the delivery challan, receipt, invoice, delivery acknowledgement or other document issued at the time of delivery, wherever applicable.

6. Category A Products – Special Return and Refund Conditions

• Category A Products are generally bulk, heavy or high-volume construction materials for which return after unloading may result in substantial transportation, handling and logistical complications.
• Accordingly, except where otherwise required under applicable law, a Category A Product shall ordinarily not be eligible for return or refund after unloading where the claim relates to an apparent quality or volume discrepancy which could reasonably have been identified before unloading.
• Where the Buyer identifies a quality-related discrepancy before unloading, the Buyer shall not permit unloading of the affected material and shall immediately notify AAAH through the prescribed customer-care channel.
• Where the claim relates to a Product supplied in a measurable volume, such as sand, bajri or other aggregates, the relevant measurement or volume verification shall, wherever reasonably practicable, be carried out before unloading.
• Where the quantity of a Product is measured by number, including Products such as bricks, the Buyer may carry out counting at the time of unloading. Any shortage identified during such counting shall be recorded in the delivery receipt or other acknowledgement issued to the Seller/transporter and shall be reported to AAAH within the prescribed time.

7. Quality-Related Claims

• A Buyer may raise a return, replacement or refund request where the Product supplied does not conform to the quality specifications, description, standards or specifications represented by the Seller on the Online Store or otherwise agreed with the Buyer.
• For Category A Products, the Buyer shall, wherever reasonably practicable, inspect the quality of the Product before unloading.
• The Buyer may request a sample inspection or testing of the material from any reasonably representative portion of the loaded vehicle where such inspection or testing is necessary to assess conformity with the applicable specifications.
• Where a quality discrepancy is identified before unloading, the Buyer shall:
  • not permit unloading of the affected Product;
  • contact the prescribed AAAH customer-care number/channel;
  • obtain a complaint/reference number;
  • provide details of the Order and Product;
  • provide photographs, videos, test reports or other supporting evidence, wherever available; and
  • clearly specify the alleged deviation from the specifications or description provided by the Seller.
• The Seller shall cooperate with AAAH in verifying the quality claim and shall provide all documents, specifications, test certificates and other information reasonably required for such verification.

8. Quantity and Measurement Discrepancies

• Where a Category A Product is supplied in numbers, any shortage shall be determined by comparing the quantity ordered with the quantity actually delivered and counted.
• Where a shortage in number is established, the applicable amount shall be adjusted against the Seller’s payable amount or otherwise refunded to the Buyer, as applicable. Such shortage shall not, by itself, entitle the Buyer to return the entire consignment unless otherwise required under applicable law or approved by AAAH/Seller.
• Where a Category A Product is supplied on the basis of volume or measurement, the Buyer shall verify the relevant volume or measurement before unloading, wherever reasonably practicable.
• Any apparent volume or measurement discrepancy identified before unloading shall be recorded and reported to AAAH before unloading is permitted.
• Except where otherwise required under applicable law, once the Product has been unloaded and the Buyer has accepted the delivery without recording any apparent discrepancy in quantity or measurement, no subsequent claim for an apparent shortage or measurement discrepancy shall ordinarily be entertained.

9. Delivery Receipt and Acceptance

• The Buyer shall ensure that the delivery receipt, challan or other delivery document accurately records any apparent shortage, damage, quality issue or other discrepancy identified at the time of delivery.
• Where no discrepancy is identified, the Buyer may acknowledge receipt of the material in the prescribed manner.
• Acceptance of delivery without recording an apparent discrepancy shall constitute acknowledgement of receipt of the stated quantity and apparent condition of the Products, subject to latent defects, concealed defects and rights available under applicable law.
• Where the Buyer or its representative is not available at the delivery location and the material is unloaded in accordance with the delivery arrangements, the Buyer shall, subject to this Policy, be entitled to raise a claim only in respect of quantity discrepancies that can reasonably be verified after unloading.

10. Reporting of Quantity Discrepancies After Unloading

• In the case of Products measured by number, where counting is necessarily carried out after unloading, any shortage identified shall be:
  • recorded in the delivery receipt or other document issued to the Seller/transporter;
  • reported to the Platform through the prescribed portal/channel within eight (8) hours of completion of unloading; and
  • supported by photographs, delivery documents or other evidence, wherever reasonably available.
• The Buyer shall also communicate the discrepancy to AAAH through the prescribed email/customer-care channel, providing the Order details, delivery receipt and other relevant information.
• Subject to verification, any established shortage shall be adjusted against the Seller’s payable amount or refunded/credited to the Buyer, as applicable.

11. Return Request Procedure – Category A Products

• Where a Category A Product is alleged to be defective or non-conforming on quality grounds, the Buyer shall not permit unloading of the affected Product, wherever the discrepancy is reasonably identifiable before unloading.
• The Buyer shall immediately contact AAAH’s customer-care channel and provide the complaint/reference number, Order details and supporting evidence.
• AAAH shall forward the complaint and available supporting material to the Seller for verification.
• The Seller shall respond to the return/replacement request within twenty-four (24) hours from receipt of the complaint from AAAH.
• Where the Seller accepts the quality-related return, the Seller shall arrange for the return/rejection of the affected Product and shall process the applicable refund or replacement in accordance with this Policy.
• Where the Seller disputes the claim, AAAH may facilitate communication between the Buyer and Seller and may seek reasonable supporting documents, photographs, videos, inspection reports or test results for determination of the claim.

12. Supplier/Seller Verification

• The Seller shall verify every return, replacement, refund and payment-adjustment claim relating to Products supplied by it.
• AAAH may forward to the Seller the Buyer’s complaint together with photographs, videos, delivery documents, test reports and other supporting material provided by the Buyer.
• The Seller shall not unreasonably delay or reject a genuine claim where the Product is established to be defective, materially non-conforming or deficient in quantity.
• The Seller shall cooperate with AAAH in resolving customer complaints within the timelines prescribed under this Policy.
• AAAH’s role in facilitating a return, replacement, refund or customer complaint shall not make AAAH the seller or manufacturer of the Product and shall not relieve the Seller of its contractual or statutory obligations.

13. Replacement Policy

• Where a quality-related return is accepted and the Buyer elects for replacement instead of refund, the Seller shall, subject to availability and applicable law, arrange replacement of the affected Product.
• In the case of a Category A Product, the Seller shall take prompt action to arrange replacement and, subject to availability and logistical feasibility, shall endeavour to supply the replacement material within twenty-four (24) hours from confirmation of the approved replacement request.
• If the replacement Product is not available within the required period, the Buyer may be offered a refund or such alternative remedy as may be mutually agreed, subject to applicable law.
• The replacement Product shall conform to the specifications, quality and quantity originally ordered.

14. Refund Policy

• Where a refund is approved, the refund shall be processed in accordance with this Policy, the Agreement and the applicable commercial terms.
• Where a Category A Product is returned before unloading on account of an accepted quality-related claim, the Seller shall be responsible for the applicable refund of the Product value, subject to the terms of this Policy.
• No deduction shall ordinarily be made from the Buyer’s refund towards transportation charges, manpower charges, handling charges or similar costs merely because the material is returned pursuant to an approved quality-related claim attributable to the Seller, except where such deduction is expressly permitted under the Agreement, agreed with the Buyer, or required by applicable law.
• Upon acceptance of an eligible refund claim, the applicable refund shall be processed within seventy-two (72) hours, subject to the applicable payment gateway, banking system and other third-party processing timelines.
• Where a delay in processing occurs solely due to the payment gateway, banking institution or other third-party service provider, AAAH shall not be responsible for the delay beyond its reasonable control.

15. Return Transportation

• Where the return is attributable to a quality defect, material non-conformity or other default of the Seller, the Seller shall bear the reasonable cost of return transportation and associated logistics, subject to verification and applicable law.
• Where a return is permitted for any other reason, responsibility for transportation and associated costs shall be determined in accordance with the Agreement, the applicable commercial terms and this Policy.
• The Seller shall not deduct return transportation or other charges from an approved refund where such deduction is prohibited under this Policy or applicable law.

16. Order Cancellation

• A Buyer may request cancellation of an Order before the Seller has commenced loading of the Products, subject to the terms applicable to the relevant Product and Order.
• Once loading of the Products has commenced, cancellation of the Order shall ordinarily not be permitted, except where the Seller agrees to such cancellation or where cancellation is required under applicable law.
• Where the Buyer requests cancellation after loading has commenced and the Seller agrees to the cancellation, an amount equivalent to 5% of the applicable Order value may be deducted towards transportation/logistical costs, subject to the actual commercial terms of the Order and applicable law.
• No cancellation charge shall be imposed where the cancellation arises due to the Seller’s failure, default, material misrepresentation, non-availability of the Product, or other circumstance attributable to the Seller.

17. No Duplicate Claims

A Buyer shall not be entitled to obtain a duplicate benefit in respect of the same claim. Where a Buyer receives a replacement Product, payment adjustment or refund for a particular deficiency, the Buyer shall not be entitled to claim a second refund, replacement or adjustment for the same deficiency, except where required under applicable law.

18. False, Fraudulent or Abusive Claims

Where AAAH reasonably determines that a return, replacement or refund request appears to be fraudulent, materially misleading, repetitive or abusive, AAAH may seek additional information or evidence and may suspend processing of the claim pending verification.

Nothing in this Clause shall restrict any lawful claim of a Buyer where the Buyer is otherwise entitled to a remedy under applicable law.

19. Records and Evidence

The Buyer, Seller and AAAH shall retain, to the extent reasonably practicable, relevant Order records, invoices, delivery challans, photographs, videos, inspection reports, test reports, communications and other documents relating to a return, replacement, refund or quantity/quality dispute.

Such records may be relied upon for verification, reconciliation and resolution of any dispute relating to the Order.

20. Platform’s Role in Dispute Facilitation

AAAH may facilitate communication and resolution between the Buyer and Seller in relation to any return, replacement, refund, quality, quantity or delivery-related complaint.

Any action taken by AAAH to facilitate customer satisfaction or resolve a complaint shall not constitute an admission by AAAH of liability or ownership of the Product.

Where AAAH incurs reasonable costs or expenses in resolving a claim attributable to the Seller, including legal, administrative, inspection, logistics or other reasonable costs, AAAH shall be entitled to recover such costs from the Seller in accordance with the Agreement.

21. Limitation of Liability

AAAH’s liability in relation to any return, replacement, refund, cancellation or customer claim shall remain subject to the limitation of liability, indemnity and other applicable provisions of the Agreement.

Nothing in this Policy shall exclude or limit any liability which cannot lawfully be excluded or limited under applicable law.

22. Amendment of Policy

AAAH may amend, modify or update this Policy from time to time in accordance with the Agreement, including to reflect changes in applicable law, technology, operational requirements, product categories, logistics arrangements or marketplace practices.

Any material amendment affecting the Seller’s obligations shall be communicated or made available to the Seller in accordance with the applicable provisions of the Agreement.

23. Governing Agreement and Dispute Resolution

Any dispute arising out of or in connection with this Policy shall be governed by the Agreement and shall be subject to the governing law and dispute-resolution mechanism, including arbitration, specified in the Agreement.

24. Prevailing Terms

Except to the extent expressly modified by this Annexure IV, all other terms and conditions of the Agreement shall remain unchanged and shall continue to be valid, binding and enforceable.

---

Category A Products

Sr No	Product	Basis of Claim	Return Eligibility	Replacement / Refund / Adjustment
1	Bricks	Quality: Claim to be raised before unloading. Quantity: Shortage in number may be identified by counting at the time of unloading.	Yes, for an approved quality-related claim raised before unloading. No return for shortage in quantity.	Quality: Replacement or refund, as applicable, after verification and return of the affected material. Quantity: Proportionate payment/cost adjustment for the verified shortage only.
2	Coarse Aggregates (Bajri)	Quality: Claim to be raised before unloading. Volume: Volume/measurement discrepancy must be identified and recorded before unloading.	Yes, only for an approved quality-related claim raised before unloading. No return for volume variation.	Quality: Replacement or refund, as applicable, after verification and return of the affected material. Volume: Proportionate payment/cost adjustment for the verified variation in volume only. No replacement or refund on account of volume variation.
3	Fine Aggregates (Sand)	Quality: Claim to be raised before unloading. Volume: Volume/measurement discrepancy must be identified and recorded before unloading.	Yes, only for an approved quality-related claim raised before unloading. No return for volume variation.	Quality: Replacement or refund, as applicable, after verification and return of the affected material. Volume: Proportionate payment/cost adjustment for the verified variation in volume only. No replacement or refund on account of volume variation.
4	Reinforcement Steel	Quality: Claim to be raised before unloading. Quantity/measurement: Any apparent shortage or discrepancy shall be verified in accordance with the applicable measurement basis.	Yes, only for an approved quality-related claim raised before unloading. No return merely on account of quantity/measurement variation.	Quality: Replacement or refund, as applicable, after verification and return of the affected material. Quantity/measurement: Proportionate payment/cost adjustment for the verified shortage/variation only, wherever applicable.
5	Cement	Quality: Claim to be raised before unloading. Quantity: Shortage, where applicable, shall be verified against the ordered quantity and delivery quantity.	Yes, only for an approved quality-related claim raised before unloading. No return merely on account of quantity shortage.	Quality: Replacement or refund, as applicable, after verification and return of the affected material. Quantity: Proportionate payment/cost adjustment for the verified shortage only.
6	Other Volume-Measured Category A Products	Quality: Claim to be raised before unloading. Volume: Volume/measurement discrepancy must be identified before unloading.	Yes, only for an approved quality-related claim raised before unloading. No return for volume variation.	Quality: Replacement or refund, as applicable, after verification and return of the affected material. Volume: Proportionate payment/cost adjustment for the verified volume variation only. No replacement or refund on account of volume variation.

25. Specific Procedure for Category A Products

• Quality Claim: Where the Buyer identifies a quality issue before unloading, the Buyer shall stop unloading and immediately raise a complaint with AAAH.
• Complaint: The Buyer shall provide the Order number, Product details, nature of the alleged quality issue and photographs/videos or other evidence, wherever available.
• Verification: AAAH shall communicate the complaint to the Seller for verification. The Seller shall respond within twenty-four (24) hours of receipt of the complaint from AAAH.
• Return: Where the quality claim is accepted or otherwise established to be valid, the material may be returned in accordance with the instructions communicated by AAAH/Seller.
• Refund: Where the Buyer opts for refund and the claim is approved, the applicable refund shall be processed within seventy-two (72) hours after approval, subject to applicable payment-processing timelines.
• Replacement: Where the Buyer opts for replacement, the Seller shall, subject to availability and logistical feasibility, arrange the replacement material within twenty-four (24) hours after confirmation of the approved replacement request.
• Quantity by Number: In respect of Products such as bricks, any shortage identified during counting after unloading shall be recorded in the delivery receipt and reported to AAAH within eight (8) hours. Subject to verification, the corresponding amount shall be adjusted/refunded to the Buyer.
• Quantity by Volume: In respect of Products such as sand, bajri and other volume-based materials, the Buyer shall, wherever reasonably practicable, verify the relevant volume or measurement before unloading. Any discrepancy identified shall be recorded and reported before unloading.
• Acceptance: Where the Buyer or its representative has inspected the material and accepted the delivery without recording any apparent discrepancy, no subsequent claim for an apparent quality, quantity or measurement discrepancy shall ordinarily be entertained, subject to latent defects and rights available under applicable law.

26. Seller’s Obligation in Approved Return Cases

Where a Category A Product is returned pursuant to an approved quality-related claim attributable to the Seller:

• the Seller shall accept the return in accordance with the applicable return instructions;
• the Seller shall not impose or deduct transportation, manpower or handling charges from the Buyer’s approved refund, except where expressly permitted under the Agreement, applicable law or agreed commercial terms;
• the Seller shall process the applicable refund within the prescribed timeline;
• where replacement is requested, the Seller shall arrange replacement within the prescribed timeline, subject to availability and logistical feasibility; and
• the Seller shall cooperate fully with AAAH in resolving the customer’s complaint.

27. Cancellation of Category A Orders

• Cancellation requests received before loading commences may be processed in accordance with the applicable Order terms.
• Once loading of the material has commenced, cancellation shall ordinarily not be permitted.
• Where the Seller agrees to cancellation after loading has commenced, 5% of the applicable Order value may be deducted towards transportation/logistical costs, subject to the applicable commercial terms.
• The cancellation charge shall not apply where cancellation results from the Seller’s default, non-availability of Products, material misrepresentation, failure to meet the agreed specifications or any other circumstance attributable to the Seller.

28. Customer Responsibility

The Buyer shall:

• ensure that the Buyer or its authorised representative is available at the delivery location;
• inspect the Products at the stage required under this Policy;
• record any apparent discrepancy on the delivery document;
• avoid unloading material where a quality or volume discrepancy is identified before unloading;
• report quantity discrepancies within the prescribed timelines; and
• provide reasonable cooperation, documents and evidence required for verification of any return, replacement or refund claim.

Failure by the Buyer to comply with the inspection and reporting requirements may affect the Buyer’s entitlement to a return, refund or adjustment to the extent permitted by applicable law.

29. General

This Category A Product Policy shall be read together with the main Agreement and the other Annexures thereto. In case of any conflict, the Agreement shall prevail unless it expressly provides that this Annexure shall prevail.

The rights and remedies under this Policy are subject to applicable law and shall not be interpreted to exclude any mandatory statutory right or remedy available to a Buyer, Seller or other person.