Last Updated: 12/12/2025

This Policy is issued in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020 and forms an integral part of the HMS TRADE Terms of Use.

For any product or service, the policy displayed on the respective product page shall prevail over this general policy.

1. ROLE OF HMS TRADE (LEGAL CLARITY)

HMS TRADE operates as an e-commerce marketplace facilitating transactions between Buyers and independent third-party Sellers and, in limited cases, as a Seller itself.

Except where HMS TRADE is explicitly identified as the Seller:

  • HMS TRADE does not own or control inventory

  • HMS TRADE does not manufacture products

  • Return, replacement, and refund obligations are primarily the responsibility of the respective Seller

This Policy is published to ensure transparency and consumer awareness as required under applicable law.

CANCELLATION POLICY

2. CANCELLATION BY CUSTOMER

  • Customers may cancel an order any time before dispatch.

  • Orders cannot be cancelled once dispatched or marked “Out for Delivery”.

  • Customers may reject the product at the time of delivery, subject to eligibility under this Policy.

Cancellation time windows and applicable fees (if any) shown on the product page or order confirmation page shall be final.

3. CANCELLATION BY SELLER / HMS TRADE

HMS TRADE or the Seller reserves the right to cancel orders in cases including but not limited to:

  • Product unavailability

  • Pricing or listing errors

  • Suspected fraudulent or high-risk transactions

  • Bulk or abnormal quantity orders

  • Operational or logistical constraints

  • Force majeure events

In such cases, no cancellation charges shall be levied, and prepaid amounts shall be refunded in accordance with this Policy.

RETURNS POLICY

Returns are a facility provided by Sellers under this Policy.
Not all products are eligible for return.

The Returns Policy is divided into four (4) parts, in line with Flipkart-style structure.

PART 1 – CATEGORY-WISE RETURN WINDOW & ACTIONS

Standard Category Table (Default)

CategoryReturn WindowResolution TypeKey Conditions
Fashion & Lifestyle2 DaysRefund / ReplacementUnused, tags intact
Electronics & Gadgets2 DaysReplacement OnlyManufacturing defect
Home & Kitchen2 DaysRefund / ReplacementOriginal packaging
Large Appliances & Furniture2 DaysReplacement / ServiceInstallation required
Books & Stationery2 DaysReplacement OnlyWrong/damaged only
Toys, Sports & Fitness2 DaysReplacement OnlyDefect/wrong item
Beauty & Personal CareNo ReturnNot ApplicableHygiene reasons
Digital Products & ServicesNo ReturnNot ApplicableOnce delivered
Gift Cards / VouchersNo ReturnNot ApplicableOnce issued

Some products may be marked Non-Returnable.
In such cases, the product page policy shall prevail.

PART 2 – VENDOR-SPECIFIC OVERRIDE TABLE (CRITICAL)

Certain Sellers may offer different return conditions.
Where applicable, Seller-specific rules override the standard table.

Vendor Override Table (Illustrative Format)

Seller TypeReturn WindowResolutionNotes
HMS TRADE (Self-Fulfilled)2 DaysRefund / ReplacementAs per Platform policy
Authorized Brand SellerBrand PolicyReplacement / RepairBrand warranty applies
Digital Service ProviderNo ReturnNot ApplicableLicense/service based
Clearance / Discount SellerNo Return / Replacement OnlyAs statedFinal sale items

The Seller name, return window, and resolution displayed on the product page shall be legally binding.

PART 3 – OPEN-BOX DELIVERY POLICY

For eligible products, HMS TRADE or the Seller may offer Open-Box Delivery.

Open-Box Delivery Rules

  • The product must be inspected in the presence of the delivery partner

  • Customers must verify:

    • Correct product

    • Physical condition

    • Accessories

Important Legal Effect

  • If the customer accepts the Open-Box Delivery, it shall be deemed confirmation that:

    • The correct product was delivered

    • The product was free from visible physical damage

After acceptance:

  • No return requests shall be entertained for physical damage or wrong product

  • Only manufacturing defects, if applicable, may be addressed as per category rules

PART 4 – RETURN PICK-UP & VERIFICATION

At the time of return pick-up, the product must meet all conditions below:

Verification CheckRequirement
Correct ProductModel / Serial / IMEI must match
Complete PackageAccessories, manuals, freebies
Unused ConditionNo stains, usage marks
Undamaged ProductNo dents, cracks, scratches
Original PackagingBox intact

Failure to meet any condition may result in return rejection.

4. DAMAGED, DEFECTIVE OR WRONG PRODUCT

Returns or replacements may be accepted if:

  • Product is damaged during transit

  • Wrong product/accessories delivered

  • Product is defective on arrival (DOA)

Such issues must be reported within the applicable return window, along with supporting evidence if requested.

5. REFUND POLICY

Refund Method

  • Refunds shall be processed to the original payment method

  • COD refunds shall be processed via bank transfer or electronic means

Refund Timeline

  • Refunds shall be initiated after inspection approval

  • Actual credit time depends on banks/payment gateways

6. MISUSE & ABUSE OF RETURNS (CONSUMER LAW COMPLIANT)

HMS TRADE reserves the right to:

  • Restrict return privileges

  • Disable COD

  • Suspend or terminate accounts

in cases of excessive returns, false claims, or fraudulent activity, in accordance with applicable law.

7. COMPLIANCE WITH CONSUMER PROTECTION (E-COMMERCE) RULES, 2020

This Policy ensures:

  • Clear disclosure of return/refund terms

  • Seller identification on product pages

  • No unfair trade practices

  • Transparent grievance redressal

Nothing in this Policy limits a consumer’s statutory rights under applicable law.

8. MODIFICATION OF POLICY

HMS TRADE reserves the right to modify this Policy at any time.
Updated terms shall be effective immediately upon publication.

9. GOVERNING LAW & JURISDICTION

This Policy shall be governed by the laws of India.
Courts located in Karnataka shall have exclusive jurisdiction.