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Return & Cancellation Policy

WTR HUB Return Policy

The terms and conditions of our Return Policy are provided below: 

Applicability of Return Policy 

We always encourage our customers to raise as many queries (be it with respect to size, colour, quantity, delivery, etc.) before placing the order. We pride on the fact that out of thousands of order we have fulfilled only about .01% have been returned.

2 Day Information Policy

Any issue related to the product (such as size/defect, etc.) or for items no longer needed should, the customer is required to inform us within 2 days of receipt of the item. The return policy will be applicable only if this requirement is met. Return policy is applicable only for items shipped by us and not for self-picked from us.

To keep the transaction transparent we use courier services with proper tracking facility to ensure that the parcels are delivered on time and to know the exact delivery date.

For items self-picked (including agents) from us, we do'not accept returns for any reason (s) as we allow our customers and their agents to check the item (s) thoroughly at the time of delivering the item (s)

Items Shipped by WTR damaged During Transit/Defective Items 

We perform stringent quality checks on each item before dispatching to avoid any inconvenience to our customers. In random cases, we also take images of the product sent by us.

However, in a very rare of the cases, where the item shipped by us is damaged during transit or a defective product is shipped, we will provide a free replacement of the product if the issue is communicated to us within 24 hours of the receipt of the item.

If the product is no longer required, we will process complete refund of the “Cost of the Item including Shipping Charges”. We might ask for images of the defect/damage and check if it is caused by usage or during transit before processing refund.

If we request for a return of the item, the return shipping charges will be borne by us.

Delayed Delivery

For orders delivered after the maximum delivery date given at the time of placing the order, customer can return the parcel (if no longer needed).

In such a case, we will process complete refund of the “Cost of the item including Shipping Charges” paid by the customer (both to and from). However, the item shouldn't have been used, washed or damaged. The customer will be liable for damage to the item (if any) during the return transit.

Customers are advised to properly pack the item(s) while returning them as the amount of refund (whether full/partial) will depend on the condition of the item(s) returned.

Order Cancellation/Refusal to Accept Parcel by Customer and Refund

An order can be cancelled only till the time it has been shipped. Order once shipped cannot be cancelled. For shipped parcels, the customer is required to accept the parcel at the time of delivery and reship the parcel back to us at their own expenses. The refund will be processed only after we have received our item back and has been inspected by our team.

Customer Liability

The return shipping charges will have to be paid by the customer and we will also adjust the shipping expenses and refund processing charges that will have to paid by us to our courier partners and transaction processing partner.

We will process complete refund of the “Cost of the Item” if the item is found to be in “Saleable Condition”, that is, the returned item is received by us in its original condition. The item shouldn't have been used, washed or damaged. The customer will be liable for damage to the item (if any) during the return transit.

Customers are advised to properly pack the item(s) while returning them as the amount of refund (whether full/partial) will depend on the condition of the item(s) returned.

In case you refuse to accept the parcel at the time of delivery, you will have to bear both to and return charges that we need to pay to our courier partners in addition to the refund processing charges. Details provided below.

Do I have to Pay any Charges If I Cancel An Order for Which Payment has been Made (but Has Not been Shipped) by Me Using Debit Card/Credit Card/Internet Banking/E-Wallets/UPI?

If you request cancellation after placing the order which is yet to be shipped and you have made the payment using any of the above means, we will be deducting the cancellation charges which is 2.5% of the order value (cost +shipping charges) including GST. However, if you have made the payment to our bank account, you will not be charged any cancellation fees.

Why do You Deduct Cancellation Charges if the Order Has been Cancelled by Me?

When you make payment through Credit Card/Debit Card/Internet Banking/E-Wallets etc., the transaction is processed by our online transaction processing partner (Payumoney) which charges us a flat commission for every transaction irrespective of whether the order is processed or not. However, if we have to cancel an order because of non-availability of stock or any reason for which we are responsible, than you will not be charged any cancellation fees.

Items No Longer Needed and Refund

Customer Liability

In case of “Item No Longer Needed”, the return shipping charges will have to be paid by the customer and we will also adjust the shipping expenses paid by us.

We will process complete refund of the “Cost of the Item” if the costume is found to be in “Saleable Condition”, that is, the returned item is received by us in the original condition. The item shouldn't have been used, washed or damaged. The customer will be liable for damage to the item (if any) during the return transit.

Customers are advised to properly pack the item(s) while returning the item as the amount of refund (whether full/partial) will depend on the condition of the item(s) returned.

Incorrect/Incomplete Address Orders

Customers should place orders with complete details (like road (gali), pocket, floor, etc.) as applicable while placing the order. For orders with incorrect/incomplete addresses, we will issue the refund of the “Cost of the Item” only after we have received our parcel back from the courier company. This process can take upto a month as RTO (Return to Origin) parcels take more than the normal delivery time. WTR also reserves the right to cancel any order if the address is found to be incomplete before sending the shipment.

Customer Liability

Shipping charges paid by the customer will not be refunded.

Lost Packages

In a very few circumstances, where the parcel shipped is lost during transit, we will issue complete refund of the ““Cost of the Item including Shipping Charges”.

Reshipment and Timelines

We advise our customers, to use a reliable courier service with proper tracking facility while returning the item back to us. Customers will be responsible for the delivery of the item during transit. Therefore, proper packing is necessary. If the returned item is found to be damaged, lost, used or washed, the refund may not be approved or may be partially approved depending on the condition of the item.

The item should be returned within 10 days of raising the return request. For Instance, if the order is delivered on 7th August 2017, the customer should inform us by the end of 9th August 2017 about his/her willingness to return the item on any grounds (which may be size, or no longer needed item, etc.) for the applicability of return policy. The returned item should be delivered back to us by end of 19th August 2017. In case of any delay beyond the 10 day return delivery window, WTR will not be responsible for processing the refund of any amount.

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