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NECART RETURN & REFUND POLICY

This Return & Refund Policy (“Policy”) outlines the terms and conditions governing the return of products purchased from NECart, operated by SHF Ventures Pvt. Ltd., and the subsequent refund process. This Policy is designed to ensure a fair and transparent process for all our valued customers, in compliance with applicable Indian laws, including the Consumer Protection Act, 2019. This Policy shall be read in conjunction with NECart’s Terms of Service and Credit Policy.

1. PREAMBLE

NECart is committed to delivering high-quality products and ensuring customer satisfaction. We understand that occasionally, a product may not meet your expectations or may arrive in a condition that warrants a return. This Policy details the circumstances under which NECart will accept returns and process refunds or issue credit notes. By placing an order with NECart, you agree to be bound by the terms of this Policy.

2. DEFINITIONS

For the purpose of this Policy:

  • “Company” refers to SHF Ventures Pvt Ltd, operating under the brand name NECart.
  • “Customer” refers to any individual or entity purchasing products from the Company.
  • “Product(s)” refers to any item(s) sold by the Company through its platform.
  • “Delivery” refers to the successful handover of the Product(s) to the Customer or their authorised representative at the designated delivery address.
  • “Return” refers to the act of sending a Product back to the Company due to specific reasons outlined herein.
  • “Refund” refers to the reimbursement of the amount paid by the Customer for a returned Product.
  • “Credit Note” refers to a voucher or credit issued by the Company, equivalent to the value of the returned Product, which can be used for future purchases.

3. ELIGIBILITY FOR RETURNS

Returns are accepted only under the following specific conditions:

  • Product is damaged at delivery: If the Product received by the Customer is visibly damaged, broken, or tampered with at the time of delivery. The damage must be noted and reported immediately upon receipt.
  • Wrong product delivered: If the Product delivered is different from the item ordered by the Customer (e.g., incorrect size, colour, or entirely different item).
  • Quality issue verified at delivery: If the Product exhibits a verifiable quality issue or defect that renders it unfit for its intended use, as defined under Section 2(11) of the Consumer Protection Act, 2019, which defines “defect” as any fault, imperfection or shortcoming in the quality, quantity, potency, purity or standard. This issue must be identified and verified at the point of delivery.

It is imperative that the Customer inspects the Product thoroughly at the time of delivery and brings any discrepancies or issues to the attention of the delivery personnel immediately. Acceptance of the Product without immediate reporting of such issues may affect the eligibility for return. Once the Customer or their authorised representative accepts delivery without raising any issue at the time of delivery, the Product shall be deemed fully accepted. NECart shall not be liable for any claims raised thereafter except as permitted under this Policy.

4. NON-RETURNABLE CASES

Returns will not be accepted under the following circumstances:

  • Change of mind: If the Customer decides they no longer want the Product after placing the order or receiving it, without any defect or discrepancy.
  • Over-ordering by customer: If the Customer mistakenly orders more quantity than required or duplicates an order.
  • Storage mishandling after delivery: If the Product suffers damage, spoilage, or quality degradation due to improper storage, handling, or use by the Customer after successful delivery. This includes failure to follow storage instructions for perishable goods.
  • Minor variations: Slight variations in colour, design, or packaging that do not affect the core functionality or quality of the product.
  • Products without original packaging: If the Product is returned without its original packaging, tags, labels, and accessories, unless explicitly stated otherwise by the Company.

5. TIME WINDOW FOR REPORTING ISSUES

All eligible issues, as specified in Section 3, must be reported to NECart within 24 hours of delivery. This strict timeline is crucial for prompt investigation and resolution, especially considering the nature of many products offered by NECart. Failure to report an issue within this stipulated 24-hour window will result in the forfeiture of the right to return or claim a refund for that specific issue.

6. RETURN PROCESS

To initiate a return, the Customer must adhere to the following process:

  • Report the issue: Contact NECart’s customer service team via email at support@necart.in or phone at 7099076365 within the 24-hour time window.
  • Share proof: The Customer must provide clear and unambiguous proof of the issue, which includes high-resolution photos and/or videos of the damaged product, wrong product, or quality issue. This evidence is vital for NECart’s internal assessment and verification.
  • Approval by NECart team: All return requests are subject to mandatory approval by the NECart team. Upon receipt of the report and supporting proof, the NECart team will review the case. An executive may be dispatched for physical verification if deemed necessary. Only after the NECart team’s explicit approval will the return process proceed.
  • Product collection: Once approved, NECart will arrange for the collection of the Product from the original delivery address. The Customer must ensure the Product is ready for collection in its original packaging.

7. INSPECTION AND VERIFICATION

Upon receiving the returned Product, NECart reserves the right to conduct a thorough inspection and verification process. This inspection will confirm the reported issue and ensure that the Product meets the conditions for return as outlined in this Policy. Any discrepancy found during this inspection, such as additional damage not reported or evidence of mishandling by the Customer, may lead to the rejection of the return request and subsequent refund.

8. CONDITION OF RETURNED GOODS

For a return to be valid, the Product must be returned in the exact condition in which it was received, along with all original packaging, labels, tags, accessories, and any complimentary items. Products that show signs of use, alteration, or damage not attributable to the initial defect or delivery issue, or are not in a resalable condition, will not be eligible for return or refund. This ensures the integrity of our inventory and fairness in the return process.

9. REFUND METHOD AND TIMELINES

Upon successful verification and approval of a return:

Credit note preferred: NECart prefers to issue a Credit Note for the value of the returned Product, which can be utilized by the Customer for future purchases on the NECart platform. . NECart reserves the right to investigate and restrict or reject return requests from Customers exhibiting repeated or suspicious return patterns, misuse of the return policy, or unverifiable claims. In cases where only a portion of the delivered Products is disputed, returns or refunds shall be limited strictly to the affected items. The remaining accepted Products shall be considered final and payable. Credit Notes:

  • Shall be adjusted against future purchases only
  • Shall not be encashable unless legally required
  • May carry a validity period as defined by NECart
  • Refunds (if applicable): If a Credit Note is not suitable, or if mandated by law, a refund will be processed. Refunds will be processed within 5-7 working days from the date of approval of the return. The refund will be credited back to the original payment method used during the purchase. The actual time for the refund to reflect in the Customer’s account may vary depending on the bank or payment gateway.

10. PERISHABLE GOODS CLAUSE

Due to the inherent nature of frozen and perishable items, strict adherence to the timelines and conditions outlined in this Policy is required. Any delay in reporting issues or non-compliance with storage instructions for such items will severely impact the eligibility for return or refund. NECart cannot be held responsible for the spoilage or degradation of perishable goods if the issues are not reported within the 24-hour window, or if the goods were mishandled post-delivery.

11. CANCELLATION POLICY

Customers may cancel an order before it has been dispatched for delivery. Once an order has been dispatched, it cannot be cancelled, and the return policy as outlined above will apply if the customer wishes to return the product. To cancel an order, please contact our customer service immediately

12. LIMITATION OF LIABILITY

NECart’s liability for any claim arising out of the purchase, use, or return of any Product shall be limited to the purchase price of the Product in question. NECart shall not be liable for any indirect, incidental, special, or consequential damages arising from the use or inability to use the Products, or from any breach of this Policy.

13. AMENDMENTS TO POLICY

NECart reserves the right to modify, amend, or update this Return & Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the NECart website at www.necart.in. Customers are encouraged to review this Policy periodically to stay informed of any updates. Continued use of the NECart service after any such changes constitutes acceptance of the revised Policy.

14. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Guwahati, Assam.

15. CONTACT INFORMATION

For any queries, concerns, or to initiate a return request, please contact our customer service team:
Email: support@necart.in
Phone: 7099076365
Website: www.necart.in
This policy is effective from 01.04.2026.

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