1. Purpose

This Return & Refund Policy governs returns, cancellations, exchanges, refunds and related remedies for purchases made through the Trincos eCommerce Platform.

This Policy is intended to provide clear and transparent information regarding the circumstances in which buyers may cancel orders, return products, obtain refunds or receive other remedies.

This Policy shall be read together with the Trincos Terms and Conditions, Buyer Protection 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 or excludes any mandatory consumer rights or remedies available under applicable Indian law.

2. Cancellation of Orders 

Buyers may request cancellation of an order before the order has been dispatched or otherwise fulfilled, subject to the applicable product, seller and transaction terms.

Where an order has already been dispatched, delivered or otherwise fulfilled, cancellation may no longer be available and the buyer may instead be required to follow the applicable return or refund process.

Nothing in this Section limits any cancellation, return, refund or other remedy available to a consumer under applicable Indian law.

3. Return Eligibility

Products may be eligible for return where:

• the buyer has a return or other remedy available under applicable law

• the product is defective, damaged or faulty

• the product materially differs from its description, images, specifications or other representations made on the Platform

• the wrong product was delivered

• material components or accessories are missing

• the product is counterfeit, spurious or otherwise unauthorised

• the product or transaction otherwise qualifies for return under the applicable product, seller or transaction terms

Unless otherwise required by law, returned products should be accompanied by reasonable proof of purchase and, where reasonably available, original packaging, accessories and documentation.

Return eligibility may vary depending on the nature of the product, the reason for the return and applicable law.

4. Defective or Non‑Conforming Goods

Where goods are defective, deficient, spurious, materially different from their advertised or agreed characteristics or features, or otherwise fail to conform to applicable requirements, the buyer may be entitled to a return, refund, replacement, repair or other appropriate remedy, subject to applicable law.

Where the return arises from a defective, damaged, incorrect or materially non-conforming product, Trincos or the relevant seller will bear applicable return shipping costs where required by law or the applicable transaction terms.

5. Remedies for defective goods or Non-Conforming Goods

Where goods are defective, damaged, incorrect, materially not as described or otherwise non-conforming, Trincos or the seller may, depending on the circumstances and applicable law, provide a repair, replacement, refund, price adjustment or other appropriate remedy.

The remedy available may depend on the nature and severity of the issue, the availability of replacement or repair, the condition of the goods and the requirements of applicable law.

Nothing in this Section limits any mandatory remedy available to consumers under applicable Indian law.

6. Repair or Replacement

Where appropriate and permitted by applicable law, Trincos or the seller may offer repair or replacement before issuing a refund.

Any repair or replacement will be undertaken within a reasonable period and without causing unreasonable inconvenience to the buyer.

Where repair or replacement is unavailable, unsuccessful or otherwise inappropriate, the buyer may be eligible for a refund or other remedy in accordance with applicable law and the circumstances of the transaction.

7. Refund Entitlements

Where a refund is approved, the refund may include, as applicable:

• the purchase price

• applicable taxes

• eligible delivery or shipping charges, where required by law or the applicable transaction terms.

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

Refunds may be processed after the returned product is received or reasonable proof of return is provided, where applicable.

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

8. Partial Refunds Deductions

A partial refund may be provided where the returned product has diminished in value due to use, damage, missing components, accessories or documentation, or other circumstances attributable to the buyer and not attributable to a defect, delivery error or seller fault.

Any deduction from a refund will be reasonable and proportionate to the reduction in value of the product and will be applied in accordance with applicable law.

No deduction will be made where prohibited by applicable law or where the condition of the product resulted from circumstances for which the buyer is not responsible.

Products returned due to a defect, damage during delivery, incorrect delivery, counterfeit goods or seller error will not be subject to deductions merely because they have been reasonably inspected or handled to identify the relevant issue.

9. Refund Processing Time

Approved refunds will be initiated within a reasonable period after the applicable refund conditions have been satisfied, including receipt and inspection of returned goods where applicable.

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

Where applicable law prescribes a specific refund timeline, Trincos will comply with the applicable statutory requirement.

10. Return Shipping Costs

Return shipping costs will ordinarily be borne by Trincos or the seller where the return is due to:

• a defective or damaged product

• an incorrect product being delivered

• a material difference between the product and its description or specifications seller error or any other circumstance where applicable law or the applicable transaction terms require Trincos or the seller to bear the cost.

For voluntary returns based solely on buyer preference, including change of mind or incorrect selection, the buyer may be responsible for return shipping costs where this was clearly disclosed before purchase and is permitted by applicable law.

11. Non‑Returnable Products

Subject to applicable law, certain products may not be eligible for return, including:

• personalised or custom-made products

• perishable goods

• opened or used hygiene or personal-care products where return is not reasonably possible for health or safety reasons

• digital content after download, activation or use, where permitted by applicable law and disclosed before purchase

• unsealed audio, video or software products where applicable and

• products that have been inseparably mixed with other goods after delivery.

These exclusions do not apply where applicable law requires a return, refund or other remedy because the product is defective, damaged, unsafe, counterfeit, spurious, materially misrepresented or otherwise non-conforming.

12. Marketplace Transactions

Where products are sold by third-party sellers through the Trincos Platform:

• sellers are responsible for complying with applicable laws and the terms applicable to their listings

• sellers remain responsible for the quality, legality, authenticity and accuracy of the products they offer, subject to the applicable marketplace model and law

• Trincos may facilitate returns, refunds and dispute resolution in accordance with its policies

• Trincos may issue refunds under its Buyer Protection Policy where applicable and may recover amounts from sellers in accordance with the applicable seller agreement

• sellers remain responsible for applicable consumer protection, product safety, tax and other regulatory obligations relating to their products.

13. International Orders

Cross-border purchases may involve customs procedures, import duties, taxes, currency conversion charges, additional delivery requirements and longer return or refund processing times.

Duties, taxes, customs charges and other fees may not be refundable where they are imposed by a governmental authority or third party and are not recoverable by Trincos, unless otherwise required by applicable law.

Buyers are responsible for complying with applicable import requirements, customs procedures and other laws applicable to cross-border purchases.

14. Failed Deliveries

If delivery fails because the buyer provided an incorrect or incomplete delivery address, failed to collect the shipment, repeatedly failed to accept delivery, or refused delivery without a valid reason, Trincos or the seller may deduct reasonable and actually incurred shipping, storage, customs or other delivery-related costs from any refund, where permitted by applicable law and where such costs were disclosed or otherwise applicable to the transaction.

No deduction will be made where the failed delivery resulted from seller error, carrier error, an incorrect address caused by Trincos or the seller, or other circumstances for which the buyer is not responsible.

15. Fraudulent or Abusive Returns

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

This may include:

• submitting false claims

• intentionally damaging products

• returning a different product from the one purchased

• repeated abuse of return or refund procedures

• other fraudulent or materially misleading conduct.

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

16. Buyer Protection

Buyers may be eligible for additional remedies under the Trincos Buyer Protection Policy where goods are not received, materially differ from their description, are damaged, counterfeit, spurious or otherwise qualify under that Policy.

Buyer Protection claims are subject to applicable eligibility requirements, verification and investigation.

Trincos may request reasonable supporting evidence, including photographs, communications, tracking information, invoices, authenticity documentation, expert reports or other information reasonably necessary to assess a claim.

In the event of any inconsistency between this Policy and the Buyer Protection Policy, the terms of the Buyer Protection Policy will apply to claims specifically covered by that Policy, subject to applicable law.

17. Dispute Resolution and Electronic Acceptance

In the event of a return, refund or related dispute, Trincos may review order records, payment information, delivery records, communications and other relevant evidence and may request supporting documentation from the buyer or seller.

Nothing in this Policy limits any statutory consumer rights or remedies available under applicable Indian law.

Where a buyer accepts this Policy electronically as part of the purchase process, such electronic acceptance will constitute acceptance of the Policy to the extent permitted under applicable Indian law.

18. Limitation of Liability and AML/FINTRAC Reporting

Nothing in this Policy excludes or limits liability, rights or remedies that cannot lawfully be excluded or limited under applicable Indian law.

Subject to the foregoing, to the maximum extent permitted by applicable law, Trincos' liability arising directly under this Policy shall be limited to the amount paid by the buyer for the affected product or transaction.

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

19. Policy Updates

Trincos may update 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 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 Return & Refund 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.