REFUND/ RETURN/ EXCHANGE – Rajasthan Royals

REFUND/ RETURN/ EXCHANGE

REFUND/ RETURN / EXCHANGE

  1. In case a User wishes to cancel the Order placed by the User on the RR Merchandise Platform, the User may place a cancellation request (“Cancellation Request”), by accessing the “Refund/Return/Cancellation” section on the RR Merchandise Platform and following the procedure for cancellation of Order as prescribed thereunder.
  2. The Licensee undertakes to process the refund (“Refund”), if applicable, within 3 (three) to 5 (five) Business Days from the date of receipt of the Cancellation Request of the User. The details of the Refund shall be duly updated on the RR Merchandise Platform once such refund has been processed at Licensee’s end. However, RMPL provides that RMPL shall in no manner be liable for the additional time required by the Licensee, Razorpay and the User’s bank account to reflect such refund of the Purchase Consideration to the User’s account.
  3. In case a User wishes to return the Order placed by the User on the RR Merchandise Platform, the User may place a return request (“Return Request”), by accessing the “Refund/Return/Cancellation” section on the RR Merchandise Platform and following the procedure for return of Order as prescribed thereunder.
  4. A User may be placing a Return Request within a period of Fifteen (15) days from the date of delivery of the product to the User (“Return Period”). The return shall be accepted only if the Merchandise delivered pursuant to the Order placed by the User are damaged, defective or different from the description as provided in the product detail (“Returned Products”). It is hereby clarified that in such event that the User places a Return Request on the expiry of the Return Period, the User would not be entitled to receive a refund of the Purchase Consideration charged from the User.
  5. The Licensee undertakes to process the Refund, if applicable, within 3 (three) to 5 (five) Business Days from the date of receipt of the Returned Products of the User. The details of the Refund shall be duly updated on the RR Merchandise Platform once such refund has been processed at the Licensee’s end. However, RMPL provides that RMPL shall in no manner be liable for the additional time required by Razorpay and the Licensee, User’s bank account to reflect such refund of the Purchase Consideration to the User’s account.
  6. No products will be accepted for return if the User has damaged the product, or there is a change in the quality, quantity and other features and characteristics of the product or the User is not attempting to return the exact product ordered by such User.
  7. User Queries and User Complaint
  8. The User may raise any complaints, queries and concerns (“User Complaint”) regarding the fulfilment of the Order, quality of the Merchandise, pricing of the Merchandise, payment details and such other compliant or grievance arising in connection with the User’s utilization of services on the RR Merchandise Platform.
  9. Such User Compliant may be raised by way of raising a complaint with the customer care executives of the RR Merchandise Platform (“Customer Care Executive”) and record a grievance through writing to RMPL at merchandise.support@rajasthanroyals.com. The User hereby agrees that any toll, data charges or additional call charges arising from raising a telephonic/email grievance will be borne by the User.
  10. Additionally, the User may through accessing the “Help” section on the RR Merchandise Platform raise a User Compliant which shall be responded to by the Customer Care Executives of the RR Merchandise Platform. The User hereby understands that in order to address the Query raised the relevant Customer Care Executive may require the User to provide supporting details (including but not limited to details of payment of the Purchase Consideration, details of communication of the User with the Licensee, details of the Order placed and such other details as may be required by the customer service representative) in order to appropriately the User Complaint raised by the User.
  11. RMPL undertakes that all User Complaints’ raised by the User(s) shall be appropriately resolved (including the resolution of any follow up queries to the User Complaint raised by any User) within a period not exceeding 3 (three) Business Days.
  12. In the event the User is dissatisfied with the response provided by the relevant Customer Care Executive (including but not limited to any delay in the resolution of the User Complaint, provision of inadequate response) or any additional issues faced by the User regarding the conduct of the relevant Customer Care Executive and issues regarding the nature of response provided to the User Complaint, the User may contact the following grievance redressal representative (“Grievance Redressal Representative”):

Name: Royal Multisport Private Limited

Designation: Merchandise & Operations team

Email Address: merchandise.support@rajasthanroyals.com

The Grievance Redressal Representative hereby agrees that the grievances raised by the User(s) shall be duly acknowledged within 2 (two) Business Days of the receipt of such User grievance and the Grievance Redressal Representative shall undertake to redress all grievances raised by the User(s) within a period of 30 (thirty) days from the receipt of User grievance.