DoorsKart.in (uPVC B2B Platform)

Effective date: 22 September 2025

This Refund & Returns Policy explains how returns, refunds, cancellations, and replacements are handled on DoorsKart.in — a B2B marketplace for uPVC windows, doors and related building products. This policy applies to transactions between registered businesses (Buyers) and Sellers/Vendors operating on the DoorsKart platform. DoorsKart acts as the marketplace operator and facilitates communication and dispute resolution between Buyers and Sellers.

Note: I wasn’t able to check local laws or recent regulatory changes while preparing this text. Please have your legal counsel review and adapt this policy to ensure compliance with applicable laws (tax, commercial, and contract laws) in your operating jurisdictions.

1. Summary (Quick view)

Custom / made-to-order products: Non-returnable unless defective or incorrectly supplied.
Standard stocked items: May be returned within 7 days of delivery (inspection required) subject to vendor approval and restocking fees.
Damaged / defective on arrival: Report within 48 hours of delivery with photos — eligible for replacement or full refund.
Cancellations: Allowed before manufacture/shipping; once manufacturing has started or goods are dispatched, cancellation may be denied or charged.
Refund processing: Refunds processed to the original payment method within 14 business days after the vendor confirms the return and DoorsKart completes inspection/conciliation.

2. Definitions

Buyer: Registered business purchasing goods on DoorsKart.
Seller / Vendor: Business selling products via DoorsKart (managed through the Dokan/multi-vendor system).
Delivery date: Date on the shipping document or the date Buyer acknowledges receipt.
RMA: Return Merchandise Authorization — the formal approval and identifier for a return request.

3. Eligibility for Returns

3.1 Eligible

Items that are damaged in transit.
Items that are defective or materially not as described.
Items incorrectly shipped (wrong model, color, quantity).
Standard stocked items returned within the Buyer’s agreed return window (default: 7 days from delivery) provided they are unused and in original packaging.

3.2 Not eligible

Custom-made, cut-to-size, or specially manufactured uPVC profiles, windows, doors, or components (unless they are defective or the Seller shipped the wrong specification).
Items showing signs of installation, misuse, or modification.
Consumables that have been opened or used (unless defective).
Returns where the Buyer did not follow the RMA process below.

4. How to Request a Return / Report a Problem

Log into your DoorsKart account and navigate to Orders → View Order → Request Return / Report Issue.
Choose the affected item(s), describe the issue, and upload clear photos/videos (required for damaged/defective claims).
The Seller will respond within 48–72 hours with acceptance, replacement, or rejection and issue an RMA number if accepted.
If Seller does not respond within the stated time, Buyers may escalate to DoorsKart Support for mediation.

Important: For damaged or defective items, report within 48 hours of delivery. For general returns, submit the request within 7 days unless a different Seller return window is published on the product page.

5. Return Shipping & Cost Allocation

If the return is due to a Seller error (wrong item, defective, or damaged in transit): Seller covers return shipping and any freight charges for replacement, or DoorsKart will arrange collection.
If the return is for Buyer convenience (change of mind on stocked goods): Buyer is responsible for return shipping, and the Seller may apply a restocking fee (commonly up to 15% — specify your platform fee here).
For bulky or heavy items (large windows, doors, glass), returns require pre-approval and may incur higher transportation fees. In many B2B scenarios Buyers are encouraged to inspect goods at the time of unloading; photographic proof is helpful.

6. Inspection, Replacement & Refunds

Once the Seller receives the returned goods or the Buyer uploads required proof for damaged goods, the Seller has 7 business days to inspect and confirm next steps.
Replacement: If approved, replacement shipments will be dispatched within the timeframe agreed between Buyer and Seller.
Refunds: If a refund is approved, DoorsKart will process refunds to the original payment method within 14 business days of Seller confirmation. Time for funds to reach the Buyer depends on the payment provider/bank.
Partial refunds may apply where only part of an order is returned or where the returned item shows signs of use (reasonable wear).

7. Custom Orders, Fabrication & Lead Times

Custom / fabricated products are non-returnable except when:
- The product is materially defective, or
- The Seller shipped a product different from the Buyer’s confirmed specifications.
Cancellations for custom orders: allowed only before fabrication begins. Once fabrication starts, the order may not be canceled, or cancellation may be subject to charges that cover materials and labour.

8. Cancellation Policy

Buyers may cancel orders prior to dispatch. Contact Seller and DoorsKart Support immediately.
If Seller has already dispatched or begun fabrication, cancellation may be refused or subject to fees.
Pre-paid shipping and non-refundable manufacturing costs may be deducted from refunds.

9. Warranty, Liability & Remedies

Sellers must comply with any manufacturer warranties they advertise. Sellers are required to clearly display warranty terms on product pages.
DoorsKart is a marketplace facilitator and does not assume vendor warranty obligations — Sellers remain responsible for meeting warranty, return, and replacement commitments.
DoorsKart may assist in mediation, but remedy decisions affecting payment may ultimately require Seller agreement unless otherwise required by law.

10. Dispute Resolution & Escalation

If Buyer and Seller cannot reach an agreement within 7 business days, either party may escalate to DoorsKart Support for review.
DoorsKart may ask for documentation (order details, shipping docs, photos, inspection reports) to mediate.
If mediation fails, parties retain their legal rights. For cross-border disputes or regulatory compliance questions, consult legal counsel.

11. Taxes, Restocking Fees & Deductions

Refunds will be adjusted for any non-refundable taxes, duties, or fees as required by applicable law.
Restocking fees (if applicable) will be clearly stated and deducted before refund.
Any shipping, handling, or insurance charges that were non-refundable may be deducted from the refund amount.

12. How Refunds Are Issued

Standard: Refunds are issued to the original payment method (bank transfer, credit card, payment gateway).
If the original payment method is unavailable, DoorsKart may issue a bank transfer or platform credit with Buyer consent.
Allow additional processing time for banks and payment providers to complete the transfer.

13. Seller Obligations (Vendor Guidelines)

Sellers are required to:

Accurately describe product specifications, lead times, and return windows on product pages.
Respond to return requests within 48–72 hours.
Honor RMA-approved returns and process refunds/replacements promptly.
Cooperate with DoorsKart during disputes and provide inspection results and shipping documentation.

Failure to comply may lead to platform actions including temporary suspension, removal of selling privileges, or financial penalties per DoorsKart terms.

14. Exceptions & Special Cases

Bulk/Large orders, project-based purchases, and site-customized deliveries may be governed by separate commercial terms and project contracts — in such cases, the contract overrides this general policy.
For government, institutional, or trade-grade orders, the Buyer should request an explicit returns agreement before purchase.

15. Contact & Support

To initiate a return or request support:

Log into your DoorsKart account → Orders → View Order → Request Return / Report Issue
Or contact DoorsKart Support via the support center on the website (include support email/phone here).

Provide: Order number, product SKU, quantity, description of issue, and photos/videos for damaged or defective claims.

16. Changes to this Policy

DoorsKart may update this policy from time to time. We will post any changes on this page with an updated “Effective date.” Continued use of the platform after updates constitutes acceptance of the revised terms.

Short FAQ

How long do I have to return an item? Typically 7 days from delivery for stocked goods; 48 hours to report damage.
Can I return custom-made products? No — unless defective or incorrectly supplied by the Seller.
Who pays return shipping? Seller pays for Seller errors or damaged goods. Buyer pays for convenience returns.
How long for a refund? Refunds are processed within 14 business days after seller confirmation.