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                                                         Refund Policy

 

RO Megamart is dedicated to ensuring customer satisfaction and transparency in our refund process. Refunds, in accordance with the guidelines outlined below, will adhere to the following procedures:

Pre-paid Order Refunds:

·       For pre-paid orders, refunds will be processed through the payment gateway or any other online banking/electronic funds transfer system approved by the Reserve Bank of India. The refunded amount will reflect in the same account from which the customer initially paid the transaction amount.

Pickup Charges:

·       Customers purchasing products will not incur charges for pickup. RO Megamart is committed to providing a hassle-free return process, and no deductions will be made on refunds confirmed to the customer.

 

Refunds / Returns shall NOT be allowed in the following cases:

 

Exceeding Specified Time Frame:

·       Return requests must be initiated within the specified time frame of 24 (Twenty-Four) hours, as detailed above. Requests made outside this timeframe will not be accommodated.

Missing Price Tags, Labels, Original Packing, Freebies, and Accessories:

·       Products must be returned with all original components intact, including price tags, labels, original packaging, freebies, and accessories. Returns are not allowed if any of these items are missing.

Customer-Induced Damage:

·       Products damaged by the customer, as determined at the sole discretion of RO Megamart, will not be eligible for refunds/returns.

Used Products:

·       Products that have been used by the customer are not eligible for return. Please ensure that the product remains in its original condition.

Combo/Sets Return Policy:

·       Products sold as combos/sets cannot be returned as individual items. The return policy applies to the entire combo/set.

 

ORDER TRACKING___

Order Placement Guide at RO Megamart

Ordering at RO Megamart is designed to be a seamless and straightforward process. For a smooth experience, please follow these steps when placing your first order:

Browse and Select:

·       Explore our diverse range of products and simply select the items you wish to purchase.

Shipping Address:

·       Enter your accurate shipping address during the checkout process. This ensures a timely and precise delivery of your selected items.

Payment Information:

·       Securely enter your payment information to complete the transaction. We utilize industry-standard security measures to protect your financial details.

Assistance Available:

·       Should you require any assistance during the order placement process, feel free to give us a call. Our dedicated team is ready to help and can take your order over the phone.

Phone Ordering:

·       To place an order via phone, contact us at 18008898529. Our customer service is available Monday to Saturday, from 10:00 AM to 6:30 PM. We are here to assist you and ensure a hassle-free ordering experience.

How will my order be delivered to me?

We take pride in delivering your orders with utmost care and efficiency. Here's how your order will be handled:

Courier Delivery:

·       Your order will be dispatched using reputable courier services, ensuring a secure and reliable delivery to your doorstep.

Timely Delivery:

·       For regular orders, our standard delivery process ensures that your items reach you in a timely manner. However, please note that bulk orders and heavy items may be shipped through surface transport, which may take a minimum of 5 to 10 days for delivery. The exact timeframe depends on your address and the quantity of the order.

Tracking Information:

·       Once your order is dispatched, you will receive tracking information to monitor the status of your delivery. This feature allows you to stay informed about the progress of your shipment.

Bulk Order Considerations:

·       In the case of bulk orders or heavy items, the delivery duration may vary. Our team is dedicated to ensuring that these shipments reach you efficiently, with a focus on the safety of the products.

How will I know if order is placed successfully?

Your peace of mind is our priority. After successfully placing your order, you will receive a confirmation via email and text message from RO Megamart.in. This comprehensive communication will contain all pertinent details regarding your order. To further streamline your experience, you can also access your order details through:

Email Confirmation:

·       An email will be sent to you, confirming the successful placement of your order. This email will serve as a comprehensive record, encompassing all relevant information.

Text Message Notification:

·       Simultaneously, you will receive a text message notification providing key details of your order.

Order History (For Registered Users):

·       For added convenience, registered users can view their order details by logging into their account and navigating to "My Account > Order History."

What is the standard delivery time?

At RO Megamart, we prioritize delivering your orders promptly. Our standard delivery time typically ranges from 2 to 5 days. However, please note that delivery times may vary for certain products based on their availability and the size of the order.

2-5 Days Standard Delivery:

·       For the majority of our products, our standard delivery timeframe is between 2 to 5 days. This ensures a swift and efficient delivery process.

Why is standard delivery time different for some products?

The delivery time for our products is contingent upon several key factors that contribute to the overall fulfillment process. At RO Megamart, we prioritize transparency in communicating these parameters:

Stock Availability:

·       The foremost determinant is the availability of stock. Products readily available in our inventory can be dispatched promptly, ensuring a shorter delivery time.

Size of the Order:

·       The quantity and size of the items in an order can impact the delivery time. Larger or bulk orders may require additional processing and handling time.

Shipping Address:

·       The geographical location of the shipping address plays a crucial role. Deliveries to certain regions may take longer due to logistical considerations.

Size of the Product:

·       The physical dimensions of the product contribute to the delivery timeline. Larger or heavier items may necessitate special handling and, consequently, a longer delivery duration.

Make-to-Order Products:

·       Products that are crafted or customized based on customer specifications ("Make-to-Order") may require additional time for production before being dispatched.

Will I be informed once my order is processed?

Ensuring you stay informed every step of the way is paramount to us at RO Megamart. Following the confirmation and processing of your order, you will receive a comprehensive shipment notification through both E-mail and SMS. This notification will furnish you with details regarding the estimated date of delivery.

Shipment Notification:

·       A notification will be dispatched to your registered E-mail and mobile number, confirming the processing of your order. This communication serves as an assurance of the progress made in preparing your shipment.

Estimated Delivery Date:

·       The notification will include the estimated date of delivery, providing you with clear expectations regarding when to anticipate the arrival of your order.

Online Order Tracking:

·       To further enhance your experience, you can conveniently track your order online. The tracking feature allows you to monitor the status and progress of your shipment.

I got a confirmation call for my order. Why is that?

You receive a confirmation call for your order to verify if there isn't any change with your order or if there is problem with the order.

Do you take orders over phone?

Yes. We do take orders over phone. You may contact us on 18008898529 to book your order. Call Timings: 10:00 AM - 6:30 PM (Monday to Saturday).

 

How do I check the status of my order?

Our order status is updated to you via E-mails and SMS at every step. Once your order is placed you would receive an SMS and an email with your order details. Once your order is dispatched you receive an SMS with your tracking details. Please check your spam and old SMS-es for the status of your order, if you don't see any updates. In case of any unforeseen events which delay your order you would receive a special update from our end.

Why have I not received my order yet?

Due to unforeseen circumstances, https://moonwaterindia.com/it is possible that your order might get delayed. We will send you an E-mail/SMS informing you about the delay along with the new expected delivery date. Visit the MY ORDERS page in your account and click on TRACK ORDER to get real time status of your order.

 

Can I place a bulk order for an item(s)?

Yes we accept bulk orders, please place an order and we will call you on the number provided by you.

 

Can I add an item to my order after I have placed my order?

Unfortunately no, however you can simply place another order.

 

I tried placing order using my credit card but it isn't working. Can you help me place an order?

Yes if your debit/credit card isn't working we can always take your order over phone. Do call us on 18008898529. Call Timings: 10:00 AM - 6:30 PM (Monday to Saturday).

 

I tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to the money deducted from the card?

 

Please check your bank/credit card account to first ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details. If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment chosen by you. The expected timelines are as below:

 

·     Net Banking 5-7 business days

·     Debit Card 5-7 business days

·     Credit Card 7-21 business days

 

I am placing an order for someone. Will they receive the price tags and invoice?

Yes. Because of the prevalent regulations we send the invoice along with the product. Tags are also left intact so that a product can be returned if they faces any problem with it.

 

What is the difference between shipping and delivery?

Shipping refers to packing and dispatching of your order. While placing an order, you will find a shipping timeline on the products displayed on the website (e.g. dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-3 days depending on the address specified for the order.

 

Which courier company will deliver my order? Is it possible to choose my preferred delivery partner?

For a smooth delivery of your orders, we have tied up with a number of trustworthy delivery partners. Once your order is dispatched, you will be informed about the shipping details via E- mail/SMS. Unfortunately, we do not offer the option to choose your preferred delivery partner. However, we will inform you when such services are rolled out in future.

 

What should I do if I find my package opened or tampered with upon delivery?

 

·       At RO Megamart, our commitment is to ensure a flawless shopping experience for you. In the unlikely event that you receive a package that is open or appears tampered with, we advise you not to accept it. Your satisfaction is our priority, and we have established a simple process to address such concerns:

Do Not Accept the Package:

·       If you observe any signs of tampering or the package appears to be open, kindly refrain from accepting it.

Report the Concern:

·       Immediately report the issue by calling our dedicated customer support at 18008898529. Our team is equipped to handle such concerns promptly.

Immediate Investigation:

·       Upon receiving your report, our team will initiate an immediate investigation into the matter. We take the security of your packages seriously.

Timely Communication:

·       We understand the importance of resolving such concerns swiftly. Rest assured, we will communicate with you promptly to address the issue and find a resolution.

Why did I receive a partial order?

·     We are sorry you had to experience this but please check if your order contains items with different delivery time. Items with different delivery times are shipped to you separately. Do not worry; your order is on its way to you!

 

·     The expected date and time of delivery will be communicated to you before the dispatch of your order. Under rare circumstances, if we are unable to fulfill your order, we will refund you the full payment made towards that particular product, at the earliest.

 

The status on the tracking website shows delivery was attempted but I was not there to receive. Is it possible to get the delivery now?

 

The courier companies usually make more than one attempt to deliver your order. In case you do not receive your order, please get in touch with us.

 

 

PAYMENT OPTIONS

What are the modes of payment for purchasing on Ro Megamart.in? What payment methods do you accept?

Accepted Payment Methods at Ro Megamart:

Ensuring convenience and flexibility in your payment options is a priority at Ro Megamart. We accept the following secure modes of payment to facilitate your purchases:

Debit Card:

·       We welcome payments made using Debit Cards for a seamless and secure transaction experience.

Credit Cards:

·       Credit Cards are accepted, offering you the flexibility to make purchases with ease.

Net Banking:

·       Utilize the Net Banking services of all major banks to complete your transactions securely.

UPI Payment:

·       Experience the convenience of making payments through UPI for a quick and hassle-free checkout process.

NEFT:

·       We also accept payments via NEFT, providing you with an additional avenue for secure transactions.

 

How do I pay using a credit/debit card?

We accept payments made by credit/debit cards issued in India.

Credit cards:

·     We accept payments made using Visa, MasterCard and American Express credit cards.

 

·     To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D secure password.

Debit cards:

·     We accept payments made using Visa, MasterCard and Maestro debit cards.

 

·     To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.

Is it safe to use my credit/debit card on RO Megamart?

Security of Credit/Debit Card Transactions at RO Megamart:

At RO Megamart, your safety is paramount, and we employ the highest standards of transaction security to ensure your peace of mind during online transactions. Here's how we prioritize the security of your credit/debit card information:

Secure Transaction Environment:

·       Your online transactions on RO Megamart are conducted in a secure environment, featuring the highest levels of transaction security available on the internet.

Payment Gateway:

·       RO Megamart utilizes Pay U as a trusted payment gateway. This ensures the safeguarding of your card information, which is transmitted securely to the respective banks for payment processing.

Leading Banks' Secure Payment Gateways:

·       All credit card and debit card payments on RO Megamart are processed through secure and trusted payment gateways managed by leading banks.

3D Secure Password Service:

·       To further enhance security, banks implement the 3D secure password service for online transactions. This adds an extra layer of security through identity verification.

 

What steps does RO Megamart take to prevent card fraud?

Fraud Prevention Measures at RO Megamart:

At RO Megamart, safeguarding your transactions against fraud is a top priority. We have implemented robust measures in collaboration with our online payments partners to ensure the utmost security:

Continuous Transaction Monitoring:

·       Our systems, along with our online payments partners, conduct continuous monitoring of transactions. Suspicious activities are promptly identified, and potentially fraudulent transactions are flagged for manual verification by our vigilant team.

Manual Verification Process:

·       In cases where suspicion arises, our team conducts manual verification to ensure the legitimacy of the transaction. This additional layer of scrutiny is essential to maintaining the highest standards of security.

Transaction Hold in Rare Cases:

·       In the rarest instances where our team cannot conclusively rule out the possibility of fraud, the transaction is temporarily placed on hold. Customers are then kindly requested to provide identity documents for further verification.

Customer Cooperation:

We acknowledge that this additional verification step may inconvenience customers, and we appreciate your cooperation in providing the necessary identity documents. This collaborative effort ensures a safe and secure environment for all online transactions.

 

My transaction failed but the money was deducted from my account. What should I do?

·     We regret the inconvenience caused. Please send us a mail on contact@romegamart.com and call on 18008898529 with your transaction details and we will look into it immediately.

 

·     If your money has not reached us, it will surely be refunded back to your account.

 

What should I do if my payment fails?

In case of a payment failure, please retry ensuring that information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking), your internet connection is not disrupted in the process. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. All you need is to call us through at +91 18008898529. Call Timings: 10:00 AM - 6:30 PM (Monday to Saturday).

 

Can I use my bank's Internet Banking feature to make a payment?

Yes. RO Megamart offers you the convenience of using your bank's Internet Banking service to make a payment towards your order. With this you can directly transfer funds from your bank account, while conducting a highly secure transaction. We accept payment through Internet Banking from almost all banks.

 

REFUND

I've still not received the refund to my bank account. Why?

 

Refund Status Inquiry at RO Megamart:

 

At RO Megamart, we understand the importance of a timely refund process and appreciate your patience. If you find yourself in a situation where the refund to your bank account is pending, please consider the following:

 

Confirmation of Refund Initiation:

·       If you have received a confirmation mail/message from us acknowledging your refund request, rest assured that we have initiated the process.

Processing Time with Financial Organizations:

·       Financial organizations occasionally require additional time to process refund requests. We are actively following up with them to ensure the prompt completion of the transaction.

Refund Date Commitment:

·       If the refund hasn't been processed by the agreed-upon date, as communicated to you, we sincerely apologize for any inconvenience caused.

Contact Us for Assistance:

·       Your satisfaction is our priority. If the refund is delayed beyond the promised date, please feel free to contact us. Our team is dedicated to assisting you and ensuring the resolution of any concerns you may have.

 

 

When are Refunds provided?

 

Refund Processing at RO Megamart:

 

Ensuring a seamless and secure online shopping experience is our commitment at RO Megamart. Here's an overview of our refund process:

 

Initiation of Refund Process:

·       We prioritize a hassle-free experience for our customers. Once we receive the necessary details, we promptly initiate the refund process.

Quality Check for Damaged Products:

·       For damaged products that are returned to our warehouse, a thorough quality check is conducted. This step ensures that the returned items meet our quality standards.

Swift Refund Initiation:

·       Upon successful completion of the quality check, we swiftly initiate the refund process. This ensures that your money is returned to you promptly.

 

I paid the amount upfront while purchasing product from RO Megamart, how do I get the refund?

Your payment is secured. In case of prepaid orders (paid through credit card/debit card/net banking), the amount is refunded in the same account as you had made payment from within 7-10 working days.

 

What are the details you require to process NEFT refund?

Once you agree for NEFT refund, you will receive an email from RO Megamart customer support team asking for.

 

·     Bank Name

·     Account Number

·     Account Holder's name

·     IFSC code

·     Location of the Bank

 

We initiate refund process as soon as we receive the details from you and it takes 7-10 working days for the money to be credited to your account.

 

Can I ask for NEFT refund if I paid through Credit Card/Debit Card/Net banking?

No, in case you paid via credit card/debit card/net banking, the amount will be refunded in the same account as you had made payment from.

How long will it take to refund?

It takes 7-10 working days for the money to be credited to your account.

CUSTOMER RETURN POLICY

At RO Megamart, our commitment to customer satisfaction is paramount. We strive to provide you with the best products and service. In the event that you receive a product meeting any of the following criteria, we want to ensure a smooth return/exchange process. Please contact us promptly by calling 18008898529.

Used/Altered/Defective Product:

·       If you receive a product that has been used, altered, or is defective, we are committed to facilitating a return/exchange to ensure your satisfaction.

Branded Product Seal Opened:

·       In the case of receiving a branded product with the seal opened, we understand the importance of product integrity. Please contact us, and we will address the issue promptly.

Missing Items:

·       If your order arrives with an empty packet or some items are missing, we apologize for any inconvenience caused. Contact us to initiate a return/exchange for the complete and accurate product.

Non-Eligibility for Return/Exchange:

 RO Megamart, we value transparency and wish to provide clarity on instances where return/exchange may not be applicable. Customers are not eligible for return/exchange under the following circumstances:

·       "No Longer Needed" Items: Return/exchange requests for items deemed "No Longer Needed" by the customer will not be accepted. Please carefully consider your purchase before making it.

·       Handling of Industrial Products: If a customer attempts to handle an industrial product, rendering it unusable and causing any tear or damage, the item is not eligible for return/exchange. We encourage customers to exercise caution and seek assistance if needed.

·       Made-to-Order Products: Products crafted or customized based on customer specifications ("Made-to-Order") are not eligible for return/exchange. These products are tailored to individual preferences and cannot be returned once produced.

 

Return/Exchange Guidelines for RO Megamart:

 RO Megamart, we aim to provide our customers with a seamless and satisfactory shopping experience. To facilitate efficient handling of any concerns, we have established the following guidelines for product return/exchange:

 

Timely Reporting:

·       Customers are required to inform the RO Megamart Customer Care team of any product concerns within 48 hours of receiving the product. This ensures a prompt response and resolution.

Video Documentation for Opening Packages:

·       In cases of an empty package, quantity discrepancies, or any other issues, customers are requested to share a video with our Customer Care team while opening the package. This helps us understand and address the concern more effectively.

Photographic Documentation:

·       When sharing photographs of the product, customers are encouraged to provide four-angle images for a comprehensive view. Videography is highly appreciated as it aids in a thorough assessment of the reported issue.

Industrial Goods Return Criteria:

·       Returns for industrial goods will only be accepted in cases of incorrect shipments, defects, or damage. This policy ensures that returns are processed for valid reasons related to product quality.

Refund Processing Time:

·       RO Megamart is committed to expediting the customer refund process. Refunds will be processed within 7 (seven) working days from the date of the request made to the Customer Care team. We appreciate your patience during this period.