Refund, Return & Cancellation Policy

This Refund, Return & Cancellation Policy ("Policy") governs all commercial transactions conducted between Department of Agriculture, Govt. of Nagaland (Platform Owner) and the Buyer on the Nagaland Nagaland Tea Marketplace platform at nagaland.teamarketplace.in.

This Policy is formulated in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and the Tea Act, 1953. By placing an order or making a payment on the Platform, you agree to be bound by this Policy.

1. Cancellation Policy

• Order Cancellation by Buyer: You can cancel an order after it has been placed and before it has been dispatched by the Seller. Cancellation requests must be submitted on the Platform.
• Cancellation by Platform Owner: The Platform Owner reserves the right to cancel any order at its sole discretion due to unavailability of the product, pricing errors, or identification of a fraudulent transaction. Any amount paid for a cancelled order shall be refunded as per Clause 4 of this Policy.

2. Return Policy

Eligibility for Returns: A return shall be entertained only under the following conditions:

• The product delivered is demonstrably defective or damaged upon receipt.
• The product delivered is different from the product ordered (wrong shipment).
• The product was not delivered despite confirmation of payment (non-delivery).

Non-Returnable Items: Products shall be strictly non-returnable in the following cases:

• Where the product shows signs of degradation or contamination;
• Where the product has been used, altered, or tampered with by the Buyer;
• Where the product is not returned in its original packaging, including all original tags, labels, and accessories.

Return Initiation and Timeline:

• The Buyer must initiate a return request within 24 hours from the date of delivery. Any request made beyond this period shall not be entertained.
• Return requests must be initiated through the Platform's designated return portal.
• Photographic or videographic evidence clearly depicting the defect, damage, or discrepancy is required. Failure to provide such evidence may result in rejection of the return request.

Return Shipment and Inspection:

• For approved returns due to defective products or wrong shipments, the Seller shall bear the cost of return shipping. For all other valid returns, the Buyer shall bear the shipping costs.
• Products may be returned to the seller's registered address as shown on the product invoice.
• Upon receipt, the Platform Owner shall conduct a thorough inspection within 7 business days. The Buyer will be notified of the approval or rejection of the return thereafter.

3. Refund Policy

• Refund Processing: Upon approval of a return, the refund shall be processed within 14 business days, credited to the Buyer's original method of payment.
• Full Refund: For defective products, wrong shipments, or non-delivery — a full refund of product value including any shipping charges paid by the Buyer shall be issued.
• Partial Refund: For partial returns or other exceptional circumstances approved by the Platform Owner, a prorated refund may be issued after deducting applicable shipping fees, processing charges, and statutory levies.
• Alternative Refund Method: Where the original payment was made more than 6 months prior, or if a refund to the original payment source is not technically feasible, the refund shall be processed via cheque issued in the name of the Buyer.
• Non-Refundable Charges: Fees paid for statutory filings or government levies shall not be refunded once the application or service has been processed.

4. Governing Law and Dispute Resolution

This Policy shall be governed by the laws of India. Any dispute shall be subject to the exclusive jurisdiction of the competent courts in Kohima, Nagaland, India.

Failing a satisfactory resolution, the Buyer may approach the appropriate Consumer Disputes Redressal Forum.

5. Limitation of Liability

The liability of the Platform Owner in respect of any claim arising out of a transaction governed by this Policy shall be strictly limited to the value of the product or service purchased by the Buyer. The Platform Owner shall not be liable for any indirect, incidental, special, or consequential damages.

6. Force Majeure

The Platform Owner shall not be held liable for any delay, failure in performance, or non-delivery of products resulting from acts or events beyond its reasonable control, including acts of God, war, civil unrest, strikes, governmental orders, epidemics, pandemics, or failure of public utilities.

7. Amendments

The Platform Owner reserves the right to amend this Policy at any time without prior notice. Any such changes shall be effective immediately upon being posted on the Platform.