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o    How much time does it take to replace an order?

§  We initiate the replacement or refund within 2 working days of receiving the product at our center.

§  The replacement may get delayed or declined if the product received by us is not as per your claim or in case of missing Order ID on the package.

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o    Which documents do I need to attach for the return/ replacement process?Documents are required during the Reverse Pickup of any product, after placing a return/replacement request.

  §  Reverse Pickup by UGSTORE:

  §  Mention the Order Number on the package before handing over the packet to the Pickup executive.

§  The receipt from the courier company must be kept as a proof for tracking purposes.

§  UGSTORE shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.

§  Self-Shipment:

§  Mention the Order Number on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company.

§  Share a scanned copy of the courier receipt with us, as a proof for dispatching the parcel, addressed to us.

§  In case, you do not get a confirmation from us on receipt of the returned product, please track the shipment with the courier service provider.

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o    Do I need to pay the courier company to send my product back?No, you don't need to pay anything to the courier representative if we arrange the pickup of your product. If you are using a courier service to ship your product back to our given address, you need to bear the courier cost at that time. However, the same will be reimbursed by us in form of UGSBucks. The courier charges eligible for reimbursement are up to Rs.300.

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o    Can I track the status of Reverse Pickup?You will receive an email from us, within 24-48 Hours of Pickup, with the tracking details. You can also track the package via login to 'My Account' > 'My Returns'.

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o    What do I do if my area does not have a reverse pick up service?If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In case of Self-Shipment, UGSTORE will reimburse your courier charges (upto Rs. 300) in form of UGSGIFT card. Please take care of the following-

§  Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative

§  Send a scanned copy of the courier receipt to our address

§  Track your Return Shipment on the Courier Company's Website

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o     When do you initiate Pickup for Returns?Once your request to return an order is approved, a pickup will be initiated. You will receive an email from us, with information on the packaging, return address and required documentation. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit. 
Please take care of the following points, while packing your product for Pickup

§  Product should not be used/altered/ tampered

§  Keep original price tag & packing slip intact

§  Mention Order Number on the box

§  Do not seal the box

§  Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive

§  Keep the Courier Company's receipt for tracking purposes

Please Note - UGSTORE shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.

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o    What is the best time to place Return/ Replacement request?Return/Replace request of the Product(s) should be initiated within 10 days of Order Delivery for Wrong/ Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:

§  Damaged Product

§  Empty Parcel

§  Missing Item

To file a return/replacement request, please reach out to UGSTORE' Customer/CHAT Support

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o    Which categories are not eligible for returns/ replacement?Categories that not eligible for Returns/ Replacement are:

§  Healthcare Products

§  Customized Products

§  Undergarments, Lingerie, Swimsuits, Underarm pads, Socks, etc.

§  Perishables including Flowers, Edibles, etc.

§  E-learning & Music CDs/ DVDs

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o    Under what conditions can I return/ replace my product?Returns/Replacement are accepted under the following cases -

§  Wrong Product – Wrong color/ size/ style,

§  Wrong item ordered/ delivered

§  Unsatisfactory Product – Inauthentic/ Low Quality/ Expired

§  Defective Product - Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)

§  Damaged Product – Physical damage/ Tampered product or packaging

§  Wrong Quantity – Missing Products/ Parts

§  No Invoice/Warranty Received – Available on Electronics only

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o    Under what conditions returns/ replacement request will not be accepted?Returns/ Replacement requests will not accepted under following cases –

§  If Products are Altered/ Used

§  If Product is Returned without Original Packaging (price tags, labels & accessories)

§  If Serial Number is tampered

§  For Defective product that is covered under Seller/Manufacturer's Warranty or Reported after 10 days of the Delivery

§  For Damaged/Missing product that is reported after 2 days of the delivery

§  For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page