1.      DEFINITIONS

Product Return – product return is the
process of a customer taking previously purchased merchandise back to the
retailer.

Refund PolicyA refund policy is an agreement
between customers and the business regarding issuing refunds. It includes
information such as how the refunds are issued, whether through credit card,
debit card, or replacement and the process to be followed during a refund.

Full Refund – Full refund is the issuance of
the total order amount

 

Partial Refund –
Partial refund is the issuance of a partial amount of the order value. These
partial refunds are mainly made in the case when customer place multiple orders
and few items get unfulfilled.

1.      
RESPONSIBILITIES

 

The overall responsibility of ensuring this process is implemented from Quickee lies with Business Head
for performing related operational level activities as follows.

1.       CONDITIONS FOR A RETURN

      

Product

Condition

 

 

Merchandise

(Fashion)

 

Clothing, Apparel, Sunglasses, Shoes & Accessories Bags, Eyewear, Jewellery, Watches, Women’s Intimate Apparel & Men’s Innerwear Bags & Luggage, Fitness & Other Sports Equipment

1.       Return requests made within 7 days of receipt of the shipment if the product is eligible for returns will be taken into consideration.

 

2.       If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Quickee’s assessment in compliance with the vendor’s refund policies.

 

3.       The product must be unused, unworn, unwashed and without any defects. Fashion products that were only used to try out to see if they fit well will be considered as unworn.

4.       The product must include the original tags, user manual, warranty cards & other accessories which were included in the original packaging.

5.       Product shall be returned to Quickee in the Original and exact form including the manufacturer packaging.

non-returnable: All custom-made items, Fine Jewellery (gold, diamonds, gems etc.)

 

Food

Bakery, Beverages, Baking & Cooking, Cigars & Cigarettes, Dairy, Packaged Foods, Party Accessories, Snacks, Meat & Seafood, Fruits & Vegetables

1.       Returns are not accepted for cooked food items

 

2.       If the Ordered food, groceries do not meet the health and hygiene standards, customer should inform Quickee as soon as the food is unwrapped.  Photographic evidence is a must when posting the inquiry.

 

3.       If the food item received is expired, incorrect, or incomplete, a refund will be issued based on Quickee’s assessment.

 

   Note; Quickee will not hold liability for any of the health and hygiene standards which    are provided by the vendor, hence it is at the customers discretion to directly communicate with the Vendor (store the Edibles has been supplied) for any said inquiries.

 

 

Phones and Tablets

Phones, Tablets, Batteries & Chargers, Earphones & Headsets, Mobile & Tablet Accessories

If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Quickee’s assessment.

Note: We do not accept returns for any used items. For mobile phones, you may raise a return request directly with Quickee if the device is dead on arrival (i.e. does not switch on completely). If the mobile phone has already been activated, please contact the seller or the Brand warranty provider directly for information regarding the manufacturer’s warranty.

Mobile phone is considered activated once a SIM card has been inserted or when the phone has been connected to the internet via Wi-Fi.

 

Beauty & Health

Makeup, Fragnance, Moisturizers, Creams, Scrubs, Oils, Bath & Body Accessories, Personal Care & Health, Sexual Wellness, Shape wear, Food Supplements

Note: For product issues after usage or expiration of return policy period, please check if the item is covered under Seller or Brand Warranty. Refer to our warranty provider for information on the different warranty types and ways to contact the seller/manufacturer.

If the beauty & health item received is expired, incorrect, or incomplete, a refund will be issued based on Quickee’s assessment.

 

 non-returnable: All types of Beauty Services

 

Computing & Gaming

Laptops, Components, Processors, Projectors, Storage, Printers, Scanners, Headphones, Speakers, Consoles & PC / Video Games, Gaming Consoles & Accessories, Software CDs

 non-returnable: All software products that are labeled as non-returnable.

Note: For any software-related technical issues or installation issues, please contact the Brand Warranty provider directly for information regarding the manufacturer’s warranty.

 

TVs, Audios & Cameras

Televisions, Headphones, Speakers, Cameras, Drones, Lenses, Flashes, Filters Microphones, Video Glasses, Remote Controllers, Musical Instruments, Audio & Entertainment Equipment’s, Portable Players, Other Accessories

non-returnable: All software products that are labeled as non-returnable.

Note: For any software-related technical issues or installation issues, please contact the Brand Warranty provider directly for information regarding the manufacturer’s warranty.

 

Home & living

Bedding & Bath, Furniture & Lighting, Kitchen & Dining, Home Décor, Home Improvements, Household & Home Storage Supplies, Lawn & Garden,Other Accessories

Note: Defective quality issues or installation issues, please contact the Brand Warranty provider directly for information regarding the manufacturer’s warranty.

If the item received is damaged, defective, incorrect, or incomplete, a refund will be issued based on Quickee’s assessment.

 

Flowers and cakes

 

Returns are not accepted for floral fresh items.

 

If the Ordered fresh floral items do not match the description (Eg. Specified number of main flowers not included) in the Quickee.com site, Quickee will not hold liability. The customer is required to contact the brand service provider.

 

Note: There can be slight changes as to the description/product picture in the Quickee.com site, which Quickee will not hold liability.

 

 

Sports & Travel

Clothing, Apparel, Shoes & Sunglasses Bags & Luggage, Sport Watches, Team & Racket Sports, Dance & Gymnastics, Exercise & Fitness, Sports Nutrition & Supplements, Outdoor Equipment, Fitness & Other Sports Equipment

non-returnable: All types of Beauty Services

 

Baby, Toys & Kids

Clothing, Apparel, Sunglasses, Shoes & Accessories Toys & Games, Baby Care & Hygiene, Baby Gear, Diapers & Potties, Feeding & Nursing

non-returnable: All types of Baby, Toys & Kids

Grocer’s Shop

Bakery, Beverages, Baking & Cooking, Cigars & Cigarettes, Dairy, Packaged Foods, Party Accessories, Snacks, Meat & Seafood, Fruits & Vegetables

If the grocery item received is expired, incorrect, or incomplete, a refund will be issued based on Quickee’s assessment.

non-returnable: All types of Grocer’s Shop

 

Auto mobile and spare parts

Automotive & Motorcycles Accessories and Others

If the item is incorrect, or incomplete, a refund will be issued based on Quickee’s assessment.

non-returnable: All types of Auto mobile and spare parts

 

Other categories

Books & Stationery

non-returnable: All types of books & stationary

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Payment Method

Refund option

Refund lead time

Debit/ Credit Card

Payment reversal through the WebEx portal

5-6 working days

Bank deposit

Cash transfer to the bank account provided

3 working days

 

8.       CANCELLATION SCENARIOS

 

                    i.            Product return – The product should be eligible for a return

                  ii.            Order cancellation by the Customer

                iii.            Order cancellation by the Vendor

                 iv.            Order Cancellation by Quickee

 

 

9.       REFUND PROCESS

 

a.        FULL REFUND

S/N

Activities

Responsibility

Remarks

1

Refund request

Customer

Refund request will be made by the customer due along with the reason.

2

Initiate the refund request

Call Center

Refund request is to be made based on the refund eligibility of the product.

3

Request the approval for the refund requires from the operations manager through an official mode of communication.

Accounts department

Quickee DGM, Marketing and business development DGM and the Finance manager should be copied in the email.

4

Grant approval through an official mode of communication.

 

 

5

Inform the Accounts department on the refund request via an official method of communication.

Call Center

Communication should include,

·         Order ID

·         Customer name

·         Refund amount

·         Order Date

·         Cancellation Reason

·         Payment method

6 (a)

Insert the order details of the refund request on the report/log that is being maintained for refund requests

Accounts department

Refund request log should include the following details,

·         Refund request date

·         Order ID

·         Customer name

·         Refund amount

·         Order Date

·         Cancellation Reason

·         Payment method

6 (a) i.

Acknowledge the receipt of refund request

Accounts department

 

6 (a) ii.

Debit/Credit Payments

6 (a) iii.

Check the status of the Order of the refund request and confirm the mode of payment (Debit/Credit Card payment)

 

 

 

Accounts department

Debit/Credit card payment refund requests will be made through payment reversal in the WEBXPAY payment gateway portal.

6 (a) iv.

Log in to WEBXPAY

Accounts Department

 

6 (b)

Validate the payment reference number, Order details, Customer Name in Shopify & details on the refund request against the details in the Webex portal

 

Accounts Department

 

6 (b) i.

Proceed the refund by inserting the refund amount and the reason to refund.

Accounts Department

 

6 (b) ii.

Bank Deposits

6 (b) iii.

Check the status of the Order of the refund request and confirm the mode of payment (Bank deposit)

Accounts Department

 

6 (b) iv.

Communicate the refund request to finance department along with the order details mentioning that the refund is to be done via a bank deposit

Accounts Department

Communication should include a screenshot of the status of the order.

6 (b) v.

Check the status of the refund requesting order

Finance Manager

 

7

Grant approval if there is no any dispute in the order status.

Finance Manager

 

8

Process the refund request

ITX Accounts team

 

9

Send the communication to the call center on the issuance of refund with evidence of the payment reversal.

Accounts Department

 

10

Log the details on the report/Excel that is being maintained on refund issuances.

Accounts department

Refund log should include the following details,

·         Refund date

·         Order ID

·         Customer name

·         Refund amount

·         Order Date

·         Cancellation Reason

·         Payment method

·         Refund reference Number

 

 

 

S/N

Activities

Responsibility

Remarks

1

Refund request

Customer

Refund request will be made by the customer due along with the reason.

2

Initiate the refund request

Call Center

Refund request is to be made based on the refund eligibility of the product.

3

Inform the Accounts department on the refund request via an official method of communication.

Call Center

Communication should include,

·         Order ID

·         Customer name

·         Refund amount

·         Full or partial refund

·         Order Date

·         Cancellation Reason

·         Payment method

4

Insert the order details of the refund request on the report/log that is being maintained for refund requests

 

Refund request log should include the following details,

·         Refund request date

·         Order ID

·         Customer name

·         Full or partial refund

·         Refund amount

·         Order Date

·         Cancellation Reason

·         Payment method

5

Acknowledge the receipt of refund request

Accounts department

 

6

Coordinate with the rider on refund.

Accounts department

 

7

Check & validate the amount to be partially refunded

Accounts department

 

8

Issue the refunding amount to the rider

Accounts department

 

9

Collect the refund amount

Rider

 

10

Issue the refund amount to the customer while delivering the rest of the ordered items

Rider

 

11

Log the details on the report/Excel that is being maintained on refund issuances.

Accounts department

Refund log should include the following details,

·         Refund date

·         Order ID

·         Customer name

·         Full or partial refund

·         Refund amount

·         Order Date

·         Cancellation Reason

·         Payment method

·         Refund reference Number