This section sets out the guidelines, terms, and conditions under which customers may request a refund for the products purchased from Vendors via the Fitneter mobile application and website (collectively, the "Platform"), operated by Fitneter Technology Private Limited ("we," "us," or "our").
Fitneter is a technology platform connecting you with independent local Bicycle, Fitness & sports stores ("Vendors"). We facilitate the transaction and billing, but the physical products are sold and delivered by the Vendors. Therefore, return and refund eligibility varies depending on the specific product and the Vendor's individual policy, which is displayed on the product page.
To be eligible for a return or refund, the item must be:
Since the transaction occurred on our App, Fitneter acts as the First Point of Contact for disputes.
Go to the "My Orders" section in the App, select the order, and click "Return/Refund." You must upload clear images of the damaged/defective product.
We forward your claim to the Vendor. The Vendor may Approve (accept the return) or Reject (dispute the claim, e.g., if they claim the product was sent in good condition).
In case of a dispute, Fitneter will mediate fairly. If the Vendor is found to be at fault (selling fake/damaged goods), we will enforce a refund. If the Customer is found to have damaged the item, the claim will be rejected.
If approved, the Vendor (or their delivery partner) will pick up the item. The item will be inspected at the shop to ensure it is unused.
Once the Vendor confirms receipt of the returned item and passes the quality check, Fitneter will initiate the refund.
If you have not received a refund within the expected timeframe, please check your bank account again. If the issue persists, contact us at mail.fitneter@gmail.com.
We reserve the right to cancel any order for reasons including: Out of Stock, Pricing Error, Unserviceable Location, or Fraud (suspicious bulk transactions). If your order is cancelled by us/Vendor, the full amount will be reversed to your account.
Based on the "Vendor Return & Refund Obligations" Draft. This section constitutes a binding agreement between Fitneter Technology Private Limited ("Company") and the Vendor ("You").
As a Vendor on the Fitneter Marketplace, You agree to accept returns from Customers under the following "Standard Return Scenarios": Defective/Damaged Product, Wrong Item Delivered, Missing Parts, or Counterfeit/Fake (subject to verification).
You agree to honor the Platform's standard 7-Day Return Window. Any valid claim raised by a Customer within 7 days of delivery must be processed by You.
Fitneter acts as the payment collection agent. If a refund is approved for a Customer due to Vendor fault (Defect/Wrong Item), You authorize Fitneter to recover the refund amount via a "Chargeback."
Reverse Pickup — You are responsible for arranging the reverse pickup of the defective item from the Customer's location, and you agree to bear 100% of the reverse logistics cost for defective/wrong items.
If You believe a return claim is fraudulent (e.g., Customer damaged the cycle after riding it), You may contest the claim by providing evidence to Fitneter, such as CCTV footage of packing, images of the item before dispatch, or proof of rigorous quality check (QC).
Fitneter will review the evidence from both sides. You agree that Fitneter's decision regarding the refund is final. If We decide in favor of the Customer based on the evidence, We will process the refund and initiate the Chargeback, and You generally cannot appeal further.
You are NOT obligated to accept returns if the Customer simply changed their mind, unless You have voluntarily enabled a "No-Questions-Asked" return policy for Your store. If You accept such a return, You may deduct a "Restocking Fee" (e.g., delivery costs) from the refund, provided this was communicated in Your store policy.
Items such as customized jerseys or personal safety gear (e.g., groin guards, mouthguards) are generally Non-Returnable unless defective. You must mark these clearly in your product listing.
Fitneter monitors your "Return Rate." If Your return rate exceeds 5% of Your total orders (due to defects/wrong items), Your account will be flagged. Penalties may include increased commission rates, temporary suspension of Your store visibility, or permanent delisting from the Platform.