Delivery & Shipping Policy

In using the online Market Place Service, you explicitly agree and acknowledge that:

  1. Paytm, through its Site also makes available a variety of branded products/ services offered by its Merchant partners. Purchase of such products will be subject to the terms of offer for sale and such other additional terms, if any, as specified by the Merchant partner.
  2. Paytm may offer delivery services for some of the products on the Website as per the company’s policy, which may be changed by Paytm without any notice to you.
  3. Paytm is not a warrantor of the products/ services being offered on Paytm by various Merchants. You understand that any issue or disputes regarding the warranty, guarantee, quality, and service will be addressed either by the manufacturer/ service provider or the Merchant and you agree to handle such issues and disputes directly between you and the Merchant/ Manufacturer. All the Products are governed by the terms of warranties provided by the respective manufacturer/ brands. However, in case any product is covered under seller (Merchant) warranty, it shall be specifically mentioned under the product details. You acknowledge that Paytm gives no guarantee, either express or implied, regarding the Product bought by you or for the use or availability of online Market Place Service.
  4. The price of products offered on the Website is including MRP, Retail Price, Sell Price, Discounted Price is offered by our Merchant partner. Paytm may at its discretion offer marketing promotion benefits by way of gift coupons, cash back, free gifts etc. on all or some of the products from time to time.Paytm is not liable for any manufacturing defect, faulty product received, warranty claims, after sales service for any of the products purchased on the platform. Paytm is not linked with any warranty, guarantee, post sale claims, genuineness of products or brand as it is just a platform that facilitates sales for its Merchant partners. Paytm will make best efforts to assist customers in issue resolution including refund or arranging replacement but it will not bear the risk from legal claims for any misrepresentation or selling of wrong product.
  5. The Website makes available general third party information such as, product catalogues, lists of authorized dealers and reports on news, entertainment, technology and features, advertisements, images and photographs of the products and other data from external sources (“Third Party Content”). Similar Third Party Content would also be available to you on the email received by you from Paytm. The provision of Third Party Content is for general informational purposes only. You acknowledge that the Third Party Content provided to you is obtained from sources believed to be reliable. Paytm does not provide any guarantee with respect to any the Third Party Content and Paytm shall not be held liable for any loss suffered by you based on your reliance on or use of such data.
  6. Cancellation
    • Cancellation by Paytm: There may be certain orders that Paytm Merchant partners are unable to accept and service and these may need to be cancelled. Some situations that may result in your order being cancelled include, non-availability of the product or quantities ordered by you, non- availability of the delivery service in the address to which product is required to be shipped, inaccuracies or errors in pricing information specified by our Merchant partners, or problems identified by Paytm’s credit and fraud avoidance department. Paytm may also require additional verifications or information before accepting any order. Paytm will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card or bank account has been charged, the said amount will be reversed back in your credit card / bank account. A promo code, once used shall not be refunded in case of cancellation of order either by Customer or Paytm.
    • Cancellation by the User: In case of requests for order cancellations, Paytm reserves the right to accept or reject requests for order cancellations for any reason whatsoever. As part of usual business practice, if Paytm receives a cancellation notice and the order has not been processed/ approved by Paytm, Paytm shall cancel the order and refund the entire amount to you instantly. Paytm will not be able to cancel orders that have already been processed. Paytm has the full right to decide whether an order has been processed or not. You agree not to dispute the decision made by Paytm and accept Paytm’s decision regarding the cancellation. In cases where it is not possible to cancel orders since they have already been shipped refund shall be made subject to the returns process post return request is raised and you would get replacement or refund once the original item is back with the Merchant partner in good sale-able condition.
  7. Paytm reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by Paytm as per certain criteria. Any Paytm Promo Code used for placing the ‘Bulk Order’ will not be refunded as per this cancellation policy. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:
    • Products ordered are not for self-consumption but for commercial resale
    • Multiple orders placed for same product at the same address
    • Bulk quantity of the same product ordered
    • Invalid address given in order details
    • Any malpractice used to place the order
  8. Delivery of the Product: Your shipping address, pin code will be verified with the database of Paytm before you proceed to pay for your purchase. In the event your order is not serviceable by our delivery partners or the Merchant or the area is not covered, we would request you to provide us with an alternate shipping address which we expect to have on our partner/Merchant’s delivery list. In case there is any dispute regarding the shipment of the product or services for the area not covered by Paytm, in such cases Paytm will not be responsible for the non-delivery of the product. Paytm doesn’t deliver items internationally. However, you can make purchases on the Site from anywhere in the world but at the same time ensuring the shipping address is within India.In case you book multiple orders for the Products and Services in one transaction, Paytm would endeavor to ship all Products together. However, this may not always be possible due to some product characteristics or logistics’ issues. If you purchase multiple Products in single transaction, then all the Products would be dispatched to a single shipping address given by you. If you wish to ship Products to different addresses, then you should book the orders separately based on the delivery addresses.
  9. Return Policy
    • In the event you receive a damaged / defective product or a product that does not comply with the specifications as per your original order, you are required to get in touch with the customer service team.
    • Upon receiving your complaint, Paytm shall verify the authenticity and the nature of the complaint. If Paytm is convinced that the complaint is genuine, Paytm will inform the relevant Merchant of such complaint and request for a replacement. However, in the event of frivolous and unjustified complaints regarding the quality and content of the products, Paytm reserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by Paytm in this regard. You expressly acknowledge that the Merchant selling the defective product/ service will be solely responsible to you for any claims that you may have in relation to such defective product/ service and Paytm shall not in any manner be held liable for the same.
    • Before accepting shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered. If you observe that the package is damaged or tampered, request you to refuse to accept delivery and inform Paytm at the earliest. The return process of the product may be restricted by Paytm depending on the nature and category of the product.
    • In order to return any products sold through the Website, you are required to comply with the below mentioned conditions, viz:
      • For non damaged/ non defective product/service, you shall be allowed to return the product within the time frame displayed on website at the time of purchase.
      • Please notify Paytm of receipt of a damaged/ defective product/service within 48-hours of delivery to you. If you are unable to do so within 48-hours, Paytm/Merchant/manufacturer/service provider shall not be held liable for the failure to replace the order;
      • Paytm will arrange pick-up of the damaged/defective product through its own logistics partner. In the event Paytm is unable to do so, Paytm will notify you regarding the same and you will be required to dispatch the product using a reputed courier in your respective area within one (1) day from receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with Paytm;
      • Products should be returned in their original packaging along with the original price tags, labels, barcodes, user manual, warranty card and invoices etc.;
      • It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit;
      • The returned products are subject to verification and checks by Paytm in order to determine the legitimacy of the complaint/ return.
      • In the event the return of a product is duly accepted by Paytm, the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, will be refunded to you. Refund will be processed based on the mode of payment and Paytm will credit your refunds directly into Paytm Wallet account. Refunds will be subject to the following:
        • Orders paid online will be refunded instantly through the Paytm Wallet
        • For Cash on Delivery payments also the amount will be refunded into your Paytm Wallet.
        • You can trigger a request in your Paytm Wallet to transfer the money from your Paytm Wallet to the Bank. It will take 3-21 days for the money to show in your bank account depending on your Bank’s policy.
      • A promo code, once used shall not be refunded in case of cancellation of order either by customer or Paytm.
    • Paytm offers hassle-free returns to simplify returns for buyers and sellers. The cost of return shipping for an item that is not as described is the seller’s responsibility. You also authorize Paytm to place the return shipping label costs on your invoice, subject to your automatic payment method on file.
  10. Use of Information: We may share your telephone numbers with our service providers (such as billing or collections companies) who we have contracted with to assist us in pursuing our rights or performing our obligations under the User Agreement, our policies, or any other agreement we may have with you. These service providers may also contact you using autodialed or prerecorded messages calls and/or SMS or other text messages, only as authorized by us to carry out the purposes we have identified above, and not for their own purposes.
  11. By accepting the terms and conditions the you accept that Paytm may send the alerts to the mobile phone number/ email provided by you while registering for the Service or to any such number replaced and informed by you.
  12. Content: While We try to offer reliable data, We cannot promise that the catalogs will always be accurate and up-to-date, and you agree that you will not hold our catalog providers or us responsible for inaccuracies in the catalogs. The catalog may include copyrighted, trademarked or other proprietary materials. You agree not to remove any copyright, proprietary or identification markings included within the catalogs or create any derivative works based on catalog content.
  13. Limitation of liability and waiver: Notwithstanding anything to the contrary contained herein, neither One97 nor its affiliated companies, subsidiaries, officers, directors, employees or Merchants or any related party shall have any liability to you or to any third party for any indirect, incidental, special or consequential damages or any loss of revenue or profits arising under or relating to these terms, the site or the offerings, even if any of said parties had been advised of, knew of, or should have known of the possibility of such damages. To the maximum extent permitted by law, our maximum aggregate liability to you for any causes whatsoever, and regardless of the form of action (whether liability arises due to negligence or other tort, breach of contract, violation of statute, misrepresentation or for any other reason), will at all times be limited to INR one hundred (INR 100). To the maximum extent permitted by law, you waive, release, discharge and hold harmless One97, its affiliated and subsidiary companies, and each of their directors, officers, employees, and agents, from any and all claims, losses, damages, liabilities, expenses and causes of action arising out of your use of the online Market Place Service.
  14. Jurisdiction and dispute resolution: These terms shall be governed by, and construed in accordance with, the laws of India, without reference to principles of conflicts of law. The parties agree that the courts of New Delhi shall have exclusive jurisdiction over any dispute arising from or relating to these Terms, the Platform/Network or the Site. You expressly consent to the personal jurisdiction of said courts and waive any objection to such personal jurisdiction based on forums non convenience or any other basis.