In keeping with SWL and Buckaroo’s goal of ensuring user satisfaction, this return and refund policy (“Return and refund policy”), together with the terms of use, sets out the procedures and policies in accepting product returns, once a product has been delivered to a user after purchase from the platforms. Any return of products by users shall be governed by and subject to the terms and conditions set out under this return and refund policy.

Users are required to peruse and understand the terms of return and refund policy. If you do not agree to the terms contained in this return and refund policy, you are advised not to accept the terms of use and may forthwith leave and stop using platforms. The terms contained in this return and refund policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of product(s) on the platforms.

How to return:

For seamless returns, we advise to always open any packages received while recording the unboxing for reference.

1. Log into your account
2. Go to Account > Orders>Paid Orders> Order Detail Page
3. To initiate a return or exchange, take a screenshot of these order details and please email us at customercare.nagrik@gmail.com and over WhatsApp to +91 9112282284 and and a clear reason for return or exchange.
4. Return Request should be initiated within 24 Hours from the Delivery Time on which She/he Received the Delivery of the product.
5. After a return request has been successfully submitted, customers are required to dispatch the product to the original shipping address within 7 days. Upon receipt, the product will undergo a quality check (QC). Once the item meets the required return conditions, the refund process will be initiated in accordance with our policy.

6. Customers are required to securely package the product to prevent any tampering during transit and to ensure it is delivered safely without damage.

   For all returns and exchanges, the Company will bear return shipping charges up to a maximum of ₹150. Customers are responsible for arranging and dispatching the return shipment themselves.

   If a customer opts for the Company to arrange the return pickup, the applicable courier charges, along with GST, will be levied. In such cases, the Company will subsidize up to ₹150 of the total cost, and any remaining amount (Courier Charges + GST – ₹150) will be deducted from the applicable refund amount.

7. If a customer receives a product in a damaged, defective, or broken condition, they will be eligible for a complimentary return pickup. Upon receipt and successful inspection of the returned item, no deductions will be made from the total refund amount.
   To process such claims, a clear unboxing video is mandatory and must adhere to the following guidelines:

   
   1. The video must be continuous, unedited, and recorded in a single take.

   2. A complete 360-degree view of the package and unboxing process must be clearly captured.

   3.The shipping label must be clearly visible, and the video must be recorded in high-definition (HD) quality.

   4. The packaging must not appear tampered with prior to opening.

   
   Failure to provide the required video evidence in accordance with the above guidelines may result in the claim being declined.

8. All merchandise must be unworn, unused and in the same condition as it was received.
9. If a user purchased products that form a part of package of other products, or if the products form a part of a promotional package (collectively, the “Bundled Package”), the user shall be required to return all the products that form a part of the Bundled Package for SWL to process refunds. For example, if the user had purchased a pair of shoes and a pair of laces as 1 (one) product in promotional package, the user will be required to return all the goods and will not be permitted to return either only of the goods from the bundled package.
10. In case you have purchased the product which has a free gift/offer associated with it and you wish to return the main product, then you will have to return the free product as well.
11. The Return/Refund process will take 15 working days.
12. The Payment of the Return Package will be refunded only by transfer into your Bank Account.
13. All the Products must be returned in the original condition they were received in along with any bills and labels.
14. Return Request Timeline:
    Return or exchange requests must be initiated within 7 days of delivery. No requests will be accepted beyond this period under any circumstances or exceptions.
    For example: If your order is delivered on the 5th of the month, you must raise your return request by the 11th. Any request made after this date will not be entertained.

Return or refund for purchased products shall not be entertained by SWL and Buckaroo if:

• The product has been already used
• The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the user;
• The serial number/bar code of the product, as applicable, is already discarded or does not match SWL’s records;
• There are any scratches, tears or any other damage to the products or any part thereof;
• Disputes registered after 24hrs of Delivery may not be entertained by sellers.

EXCHANGE POLICY

SWL’s exchange policy gives you an option to exchange products purchased on Buckaroo, for any reason, within 24 hours. We only make sure that you don’t use the product and preserve its original condition along with the price tags and the original packaging.

• If you choose to exchange the product for reason of mismatch of size or receipt of a defective item, you will be provided with replacement of the product, free of cost. However, all exchanges are subject to stock availability.
• If you choose to exchange the product the exchange will be delivered once we received the original product.
• Please note that we are only able to offer size exchanges. If you wish to exchange your product, then you must return it to obtain refund and purchase the new product separately.
• All the products to be exchanged must be unused and in their original condition with all original tags and packaging intact.
• Under exchange policy, only size exchanges are allowed, based on the availability of the products. For some products the price may differ due to size, in that case user should give extra price as per size mention in the product page.

WHO PAYS FOR THE DELIVERY CHARGES FOR RETURNING OF PRODUCTS?

When you’re returning a product that was damaged/defective or due to an error on the seller’s part, you will be compensated for return courier charges. You will be paid flat money whatever the courier rates are, and that courier money will be refunded into your Bank Account. Please pack well when you are returning the product so that it reaches the seller in good condition.

In other cases, Return Charges will be borne by the customer.

The amount you paid for the product plus any shipping charges paid at the time of order will be directly refunded back to your bank account within 15 working days of refund.