1. Purpose

This Refund and Return Policy describes the conditions under which buyers may request returns, replacements, or refunds for purchases made on SowSaathi. Because agricultural produce is often perishable, special timelines and conditions apply.

2. Scope

This Policy applies to eligible transactions completed through the SowSaathi platform. For products sold by third‑party sellers, this Policy sets minimum standards which all sellers must meet. Sellers may offer more flexible terms but not stricter ones than those defined here.

3. Eligibility for Returns

A purchase may be eligible for return or replacement if:

A return request is raised within the allowed time window after delivery (for example, within 24–48 hours for perishable goods, as shown at checkout).

The buyer provides clear evidence (such as photos) showing a valid issue.

The product received is:

Incorrect (wrong variety, grade, or item).

Damaged or spoilt at the time of delivery.

Significantly different from the description or agreed quality.

Short in quantity compared to the invoice.

The platform or seller may ask for additional details or evidence to process the request.

4. Non‑Returnable Items

Returns are generally not accepted for:

Products reported beyond the specified return window.

Items damaged due to improper storage or handling by the buyer.

Products clearly described as lower grade or discounted because of quality issues, where the condition matches the description.

Custom orders, made‑to‑order arrangements, or contract farming commitments (unless there is a clear breach of agreed specifications).

Products that have been significantly consumed or used.

Exceptions may be made in cases of fraud, misrepresentation, or as required by law.

5. Return Request Process

To request a return or refund, the buyer should:

Go to the order details page within the platform.

Initiate a “Return/Refund Request” within the allowed time.

Provide a description of the problem and upload clear photographs or videos of the issue.

Cooperate with any additional verification steps requested by the platform or seller.

SowSaathi or the seller will review the request within a reasonable time (for example, within 24–72 hours) and communicate approval, rejection, or request for more information.

6. Return Shipping and Pickup

If the issue is confirmed to be due to seller error (wrong item, poor quality, shortage), the seller will generally bear reasonable return or replacement costs, where physical return is feasible.

In cases where returning perishable goods is not practical, photographic evidence and other documentation may be used for resolution without physical return.

Where the buyer requests a return for reasons not related to quality or seller error (if such returns are permitted), the buyer may be required to bear shipping or handling charges.

Any specific conditions for pickup and return will be communicated at the time of processing the request.

7. Refunds

If a refund is approved:

The refund amount and applicable components (product cost, taxes, logistics charges) will be specified.

Refunds will usually be processed to the original payment method used for the order.

Processing times may vary depending on the payment provider, but the platform will initiate the refund within a reasonable period after approval (for example, within 5–7 business days).

Partial refunds may be issued in cases such as quantity shortages or partial quality issues where only part of the order is affected.

Platform service fees or convenience fees may be non‑refundable in certain scenarios, especially where the issue is not caused by the platform or seller, subject to applicable law.

8. Replacements

Instead of a refund, the buyer may request or the seller may offer a replacement where:

Replacement stock is available.

The issue relates to quality, damage, or incorrect product.

Replacements will be shipped as per the agreed timelines, and any additional conditions will be clarified during the resolution process.

9. Disputes and Escalation

If the buyer disagrees with the initial decision on a return or refund request:

The buyer may escalate the issue through the platform support or grievance channel, referencing the order ID and all relevant evidence.

SowSaathi may review chat history, order records, and all submitted material to make a final platform‑level decision.

If a dispute cannot be resolved through the platform process, the matter may be handled through arbitration or legal mechanisms as defined in the Terms and Conditions.

10. Platform Role

SowSaathi’s role is to provide the tools and framework for sellers and buyers to manage returns and refunds, and to enforce minimum standards and transparency. While we may mediate disputes, the primary responsibility for product quality and fulfillment lies with the seller, except where otherwise required by law.

11. Changes to this Policy

SowSaathi may update this Refund and Return Policy from time to time. Updated versions will be posted on the platform with a revised “Last Updated” date. Material changes may be communicated via email or in‑app notifications. Continued use of the platform after such updates indicates acceptance of the revised Policy.