1. Purpose

This Buyer Protection Policy outlines the protections and remedies available to buyers purchasing goods and services through the Trincos platform in India.

The Policy is intended to promote trust, transparency and fair dealing between buyers, sellers and Trincos and shall be read together with the Trincos Terms and Conditions, Refund and Return Policy and other applicable policies.

This Policy operates subject to applicable Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, where applicable.

Nothing in this Policy limits, excludes or waives any mandatory rights or remedies available to consumers under applicable Indian law.

2. Buyer Protection Guarantee

Subject to the eligibility requirements and exclusions under this Policy, buyers may be eligible for protection where:

• goods are not delivered within the stated delivery period

• goods arrive damaged

• goods materially differ from their description, images, specifications or other representations made on the Trincos platform

• goods are counterfeit, spurious or unauthorised, where applicable

• the wrong goods are delivered

• material components of the goods are missing

• a transaction is affected by fraud or unauthorised activity.

Depending on the circumstances and applicable law, an approved claim may result in a refund, replacement, repair or other appropriate remedy.

3. Eligible Transactions

Buyer Protection applies to transactions where:

• the purchase is completed through the Trincos platform

• payment is processed through a payment method made available or authorised by Trincos

• the transaction is otherwise eligible under this Policy and the applicable product or service terms

• the buyer submits the claim within the applicable claim period, where a claim period applies

• the buyer provides reasonable cooperation and information necessary for Trincos to assess the claim.

3A. Claim Submission Period

Buyers should submit Buyer Protection claims as soon as reasonably possible after becoming aware of the relevant issue.

Trincos may request reasonable supporting documentation and may reject or limit a claim where unreasonable delay materially prejudices Trincos' ability to investigate or resolve the claim, subject always to any mandatory rights or limitation periods applicable under Indian law.

4. Item Not Received

Where goods are not delivered within the stated delivery period, and the seller or relevant delivery provider cannot establish delivery, the buyer may be eligible for a refund of the purchase price and applicable standard delivery charges, subject to the circumstances of the transaction and applicable law.

Trincos may request reasonable information or documentation concerning the delivery status before determining the claim.

5. Item Not as Described

Buyer Protection may apply where goods materially differ from their description, images, specifications or other material representations made on the Trincos platform.

Examples may include:

• incorrect goods

• counterfeit or spurious goods

• material components missing from the goods

• material undisclosed defects

• material differences between the goods delivered and the characteristics or specifications represented on the platform.

6. Damaged Item

Where goods arrive damaged, buyers should notify Trincos within the applicable claim period and provide reasonable supporting evidence, which may include photographs, videos, packaging photographs, delivery records or courier reports.

Depending on the circumstances, Trincos may require the goods to be returned or inspected before processing a refund, replacement or other remedy. 

7. Counterfeit & Prohibited Goods

Trincos prohibits the listing and sale of counterfeit, spurious, unauthorised or otherwise prohibited goods on the platform.

Where Trincos determines that a buyer has received counterfeit, spurious or prohibited goods, the buyer may be eligible for a refund or other appropriate remedy in accordance with this Policy and applicable law.

Trincos may suspend or restrict the relevant seller account and may refer suspected unlawful activity to appropriate authorities where required or permitted by law. 

8. Seller Standards

Sellers using the Trincos platform must:

• provide accurate and complete product listings

• accurately represent the characteristics, quality, quantity and specifications of goods offered for sale

• maintain adequate inventory information

• dispatch orders within the stated delivery period

• comply with applicable Indian laws and regulations relating to the sale of goods and services

• provide reasonable information and documentation requested by Trincos in connection with Buyer Protection claims

• cooperate with reasonable investigations concerning complaints, returns, refunds, counterfeit goods, fraud and other transaction-related issues.

Failure to comply with applicable requirements may result in listing restrictions, account restrictions, suspension or other action permitted under the Trincos Terms and Conditions.

9. Claims Procedure

Buyers may submit Buyer Protection claims through the customer support or claims mechanism made available by Trincos.

A claim should include accurate information regarding the transaction and the issue giving rise to the claim. Trincos may request supporting documents or other information reasonably necessary to assess the claim.

Fraudulent, materially misleading or unsupported claims may be rejected, subject to applicable law. 

10. Investigation Process

Trincos may investigate Buyer Protection claims and may request information or evidence reasonably necessary to assess the claim, including:

• order and payment information

• delivery and tracking information

• photographs or videos

• invoices or proof of purchase

• product authenticity documentation

• return tracking information

• courier or delivery reports

• communications between the buyer and seller

• other relevant evidence

Trincos will assess claims based on the information and evidence reasonably available to it and in accordance with this Policy, the applicable transaction terms and applicable law.

11. Refunds

Where a Buyer Protection claim is approved and a refund is determined to be appropriate, the refund will ordinarily include the amount paid for the affected goods and, where applicable, eligible delivery charges and taxes, subject to the circumstances of the transaction and applicable law.

Refunds will ordinarily be processed to the original payment method unless otherwise required or permitted by applicable law or the relevant payment service provider.

The time required for the refund to be credited may vary depending on the payment method, payment service provider, bank, card issuer or other financial institution.

Nothing in this Policy limits any refund or other remedy that may be required under applicable Indian consumer protection law.

12. Return Requirements

Trincos may require goods to be returned before a refund, replacement or other remedy is processed where reasonably necessary to assess the claim.

Trincos may waive the return requirement where return of the goods is impracticable, unsafe, disproportionate, or otherwise inappropriate, including where the goods are suspected to be counterfeit, prohibited or materially defective, subject to applicable law.

12A. Buyer Responsibilities

Buyer Protection may be reduced or denied, subject to applicable law, where the loss or damage resulted primarily from:

• misuse or improper use of the goods

• negligence by the buyer

• unauthorised modification or alteration

• intentional damage

• failure to follow applicable product instructions or safety requirements

• fraudulent or materially misleading conduct by the buyer
  
  

13. Exclusions

Subject to mandatory consumer rights under applicable law, Buyer Protection may not apply to:

• claims submitted outside an applicable claim period where the delay materially prejudices the investigation

• transactions conducted entirely outside the Trincos platform

• incorrect delivery addresses or other delivery information provided by the buyer

• damage caused by the buyer after delivery

• misuse, unauthorised modification or alteration of the goods

• claims arising primarily from the buyer's fraudulent or materially misleading conduct

• circumstances expressly excluded under the applicable product, service or transaction terms

Nothing in these exclusions limits any mandatory consumer rights or remedies available under Indian law.

14. Digital Products

Buyer Protection for digital products, software, subscriptions, downloadable content or electronically supplied services may differ from protection applicable to physical goods.

Where permitted by applicable law and disclosed to the buyer before purchase, refund or cancellation rights may be limited after the digital product has been downloaded, activated, accessed or used.

Nothing in this section limits mandatory consumer rights or remedies available under applicable law.

15. International Transactions

International purchases may involve customs duties, import taxes, currency conversion charges, intermediary fees, delivery delays or other charges.

Unless otherwise stated at the time of purchase, the buyer is responsible for applicable customs duties, import taxes and other charges imposed in connection with the importation of goods into the destination country.

Buyers and sellers participating in international transactions are responsible for complying with applicable customs, import, export, taxation, foreign exchange and other legal requirements.

16. Statutory Consumer Rights

Nothing in this Policy limits or excludes any rights, remedies or protections available to consumers under applicable Indian law, including the Consumer Protection Act, 2019 and applicable rules and regulations.

Where a mandatory legal right or remedy provides greater protection than the protection described in this Policy, the mandatory legal requirement will prevail.

17. Fraud Prevention

Trincos may reject fraudulent, abusive or materially misleading Buyer Protection claims and may restrict or suspend accounts in accordance with the Trincos Terms and Conditions.

Trincos may temporarily withhold or delay seller payments or settlements where reasonably necessary to investigate a Buyer Protection claim, suspected fraud, chargeback, counterfeit goods, product safety concern or other transaction-related risk, subject to applicable law and the applicable seller terms.

Where required or permitted by law, Trincos may report suspected unlawful activity to the appropriate authorities.

17A. Consumer Complaints and Grievance Redressal

Buyers may submit complaints through the grievance redressal mechanism made available by Trincos.

Trincos will provide an appropriate mechanism for consumers to submit complaints and, where required by applicable law, will provide a complaint or ticket number through which the status of the complaint may be tracked.

Complaints will be handled in accordance with applicable Indian law and Trincos' applicable grievance redressal procedures.

Grievance Officer: 

Email: 

Address: 

18. Limitation of Liability

To the maximum extent permitted by applicable law, Trincos' liability under this Buyer Protection Policy shall be limited to the amount paid by the buyer for the affected transaction.

Trincos shall not be liable for indirect, incidental or consequential losses arising from a transaction, except to the extent such limitation or exclusion is prohibited under applicable law.

Nothing in this Policy limits or excludes any liability, right or remedy that cannot lawfully be limited or excluded under Indian law.

19. Policy Updates

Trincos may amend this Policy from time to time to reflect changes in applicable law, regulatory requirements, business practices or operational requirements.

Updated versions will be published on the Trincos platform with the revised effective date.

Unless otherwise required by applicable law, changes will apply prospectively and will not affect rights or obligations relating to transactions completed before the revised Policy becomes effective. 

20. Governing Law and Jurisdiction

This Buyer Protection Policy shall be governed by and construed in accordance with the laws of India.

Subject to applicable law and any mandatory consumer dispute resolution mechanisms or rights available to consumers, the courts at [Chennai, Tamil Nadu] shall have jurisdiction over matters arising out of or in connection with this Policy.