RETURNS, REFUNDS AND CANCELLATION POLICY

1. GENERAL RETURN POLICY

1.1.Products purchased through Saudaking are intended for business and wholesale purposes and, unless expressly stated otherwise, are non-returnable, non-exchangeable and non-refundable merely because the User has changed its mind, no longer requires the Product, ordered an incorrect quantity or otherwise does not wish to retain the Product. The User is therefore responsible for carefully reviewing the Product, brand, variant, quantity, pack size, price and other Order details before placing an Order.

1.2.Returns, replacements or refunds shall be considered only in respect of Products or circumstances specifically covered under this Policy or where Cmunity is otherwise required to provide a remedy under Applicable Law. Eligibility for a return or refund shall be determined based on the nature of the issue, the evidence provided, the condition of the Product, the applicable reporting period and the outcome of Cmunity’s verification process.

1.3.Nothing in this Policy shall exclude or restrict any right or remedy that cannot lawfully be excluded or restricted under Applicable Law.

2. ELIGIBLE REASONS FOR RETURN OR REFUND

2.1.Subject to the conditions and timelines set out in this Policy, a Product may be eligible for return, replacement, refund or account adjustment where the User receives a Product that is materially different from the Product ordered, including an incorrect Product, incorrect brand, incorrect variant, incorrect pack size or materially incorrect quantity.

2.2.A return or refund may also be considered where the Product is received in a materially damaged, broken, leaking, defective or tampered condition, provided that the damage or defect is not caused by the User after delivery and the User complies with the applicable reporting and evidence requirements.

2.3.Where there is a shortage in the quantity delivered compared with the quantity specified in the Order or invoice, the User may raise a shortage claim in accordance with this Policy. Cmunity may verify the claim against its packing records, invoice, dispatch records, delivery records and other relevant information before approving an adjustment or refund.

2.4.Where a Product supplied through the Platform is expired at the time of delivery or is otherwise materially non-compliant with the applicable Product requirements, the User may raise a claim in accordance with this Policy. Claims relating to expiry or shelf-life shall be assessed having regard to the nature of the Product, the applicable batch information and the circumstances of the Order.

2.5.Certain Products or Product categories may be subject to additional or different return conditions because of their nature, shelf life, storage requirements, hygiene considerations, regulatory requirements, manufacturer restrictions or other commercial considerations. Any Product-specific return restrictions displayed on the Platform shall prevail over the general provisions of this Policy to the extent of any inconsistency.

3. REPORTING TIMELINE

3.1.The User should inspect the Products immediately upon delivery and report any visible damage, tampering, shortage, incorrect Product or other apparent discrepancy as soon as reasonably possible and, in any event, within 07 (seven) days of delivery, unless a different period is expressly specified on the Platform for the relevant Product or category.

3.2.Claims raised after the applicable reporting period may be rejected unless Cmunity determines otherwise or consideration of the claim is required under Applicable Law.

4. RETURN REQUEST PROCESS

4.1.A User seeking a return, replacement, refund or adjustment shall raise a return request through the Platform or through such customer support channel as may be designated by Cmunity from time to time. The User shall provide the Order number, Product details, quantity affected, reason for the claim and such other information as may reasonably be required.

4.2.Depending upon the nature of the claim, Cmunity may require the User to provide photographs, videos, invoice or tax invoice, Order details, delivery records, shipping labels, batch numbers, expiry information, packaging photographs, quantity information or other supporting documents or evidence. Where damage or tampering is alleged, the User may be required to provide photographs or an unboxing or delivery video showing the condition of the outer packaging and the affected Product.

4.3.The User shall provide complete, accurate and genuine information and evidence in support of the claim. Cmunity may reject a claim where the information or evidence provided is insufficient to establish the alleged issue, is inconsistent with the Order or delivery records, or indicates that the Product was damaged, altered, misused or otherwise compromised after delivery.

4.4.Cmunity may contact the User for additional information or clarification during the review process. The User shall reasonably cooperate with such requests and provide the requested information within the timeframe communicated by Cmunity.

5. VERIFICATION AND INSPECTION

5.1.All return, replacement and refund requests shall be subject to verification by Cmunity. Verification may include review of photographs, videos, invoices, Order information, inventory records, packing records, batch information, delivery records, proof of delivery, logistics records and other relevant information.

5.2.Where reasonably necessary, Cmunity may arrange for the affected Product to be collected and returned to its warehouse or designated facility for physical inspection. Collection of a Product shall not, by itself, constitute acceptance or approval of the User’s claim.

5.3.Upon receipt of the returned Product, Cmunity may inspect the Product to determine whether it corresponds with the claim raised by the User and satisfies the applicable return conditions. Cmunity may reject the claim where the returned Product does not correspond with the Product originally supplied, where the alleged issue cannot be verified, or where the Product has been altered, damaged, used, opened, tampered with or otherwise handled contrary to the applicable return requirements.

5.4.Where the User is required to return a Product, the Product shall generally be returned in the condition in which it was received, together with its original packaging, labels, seals, accessories, documentation and other materials supplied with it, to the extent applicable. The User shall not intentionally damage, alter, misuse, repack or tamper with a Product for the purpose of making or supporting a return claim.

6. DELIVERY-TIME DISCREPANCIES

6.1.The User is advised to inspect the shipment at the time of delivery. Where the outer packaging is visibly damaged, opened, tampered with or otherwise compromised, the User should immediately record the issue with the delivery personnel and notify Cmunity through the applicable support channel.

6.2.Where a visible shortage, damaged Product, incorrect Product or other apparent discrepancy is identified at delivery, the User should record the discrepancy through the applicable proof-of-delivery mechanism and provide supporting evidence. Failure to record or report an apparent issue within the prescribed period may affect the eligibility of the claim, subject to Applicable Law.

7. APPROVAL OF RETURN/REFUND REQUEST

7.1.After reviewing the return request and supporting information, Cmunity may approve, partially approve or reject the claim. The decision may be based on the information provided by the User, the condition of the Product, Order and delivery records, inspection results, Product-specific conditions and other relevant circumstances.

7.2.Where only a portion of the Order is affected, Cmunity may approve a return, replacement, refund or adjustment only in respect of the affected Product or quantity. Approval of a claim relating to one Product shall not automatically entitle the User to return unrelated Products forming part of the same Order.

7.3.Where a claim is rejected because the User has failed to provide sufficient information or evidence, Cmunity may, at its discretion, permit the User to provide additional information or raise a further request within such period as may be communicated by Cmunity.

8. REASONS FOR REJECTION

8.1.Cmunity reserves the right to reject a request for return, replacement, refund, credit or other resolution where the relevant Product or claim does not satisfy the eligibility requirements prescribed under this Policy. A claim may be rejected where it is submitted after the applicable reporting or claim period; the User fails to provide the information, photographs, videos, invoices, batch details, packaging details or other evidence reasonably required to assess the claim; the Product delivered corresponds with the Product, quantity and specifications forming part of the Order; the Product returned does not correspond with the Product supplied by Cmunity; the Product has been used, opened, altered, modified, repackaged, damaged, mishandled or tampered with after delivery; the User has failed to retain or return the original packaging, labels, seals, accessories or other materials where required; the alleged damage, defect, shortage or discrepancy cannot be reasonably verified; or the claim is inconsistent with Cmunity’s Order records, invoice, inventory records, packing records, dispatch records, batch records, delivery records, proof of delivery or other information available to Cmunity. A claim may also be rejected where the User has failed to comply with any other applicable condition, procedure or requirement prescribed under this Policy.

8.2.Cmunity may also reject, restrict, suspend or otherwise limit any return, replacement or refund claim where it reasonably determines that the claim is fraudulent, misleading, abusive, repetitive, excessive, manipulated or otherwise made in an attempt to obtain an unjustified refund, replacement, credit or other financial or commercial benefit. This may include, without limitation, repeated claims relating to the same or similar Products, submission of false, altered or misleading photographs, videos or documents, deliberate damage or tampering with Products or packaging, returning a different Product from the one supplied, misuse of the return process, raising claims for Products that were not actually delivered by Cmunity, or any other conduct indicating an attempt to misuse the return or refund mechanism.

8.3.Where Cmunity identifies a pattern of fraudulent, abusive or commercially unreasonable return activity associated with a User or Account, Cmunity may, subject to Applicable Law, take such action as it reasonably considers appropriate to protect its business and the integrity of the Platform. Such action may include rejecting the relevant claim, limiting or withdrawing the User’s eligibility for future returns or promotional benefits, requiring additional verification or evidence for future claims, cancelling pending Orders, restricting access to certain Platform features, suspending or terminating the User’s Account, recovering any amount or benefit obtained through an invalid or fraudulent claim, and taking such other action as may be available to Cmunity under the Terms, this Policy or Applicable Law.

8.4.Any rejection or restriction of a claim under this Clause shall be based on the information and circumstances reasonably available to Cmunity at the time of assessment. Where Cmunity requires additional information or clarification before making a determination, the User shall reasonably cooperate and provide such information within the timeframe communicated by Cmunity.

9. REPLACEMENT

9.1.Where Cmunity approves a return or replacement claim following the applicable verification process, and the relevant Product is available in Cmunity’s inventory, Cmunity may, at its discretion, provide the User with a replacement of the same Product, brand, variant, pack size and quantity as the Product originally supplied, subject to availability and Applicable Law. Where the exact Product is unavailable but a substantially equivalent Product is reasonably available, Cmunity may, with the User’s agreement where required, offer such alternative Product as a replacement. The User shall not be entitled to demand a particular substitute Product where the originally ordered Product is unavailable.

9.2.Replacement shall be subject to the applicable Product-specific conditions, inventory availability, serviceability of the User’s delivery location and Cmunity’s operational capacity. Cmunity does not guarantee that an approved replacement will be delivered within the same timeline as the original Order. The replacement shall be processed and delivered within a reasonable period having regard to Product availability, logistics arrangements and other applicable circumstances.

9.3.Where replacement is not reasonably possible, including due to non-availability of the Product, discontinuation of the Product, inventory constraints, supplier restrictions, change in Product specifications, serviceability issues or other operational reasons, Cmunity may, at its discretion and subject to Applicable Law, provide an eligible refund, credit note, account adjustment or such other appropriate resolution. The User shall not be entitled to claim any additional compensation merely because an identical replacement is unavailable.

9.4.Where Cmunity approves a replacement, the User shall reasonably cooperate with the collection or return of the affected Product and shall make the Product available in the condition and manner specified by Cmunity. Where applicable, the User shall retain the original packaging, labels, seals, accessories, invoices and other accompanying materials until completion of the replacement process. Cmunity may withhold or cancel the replacement where the User fails to return the affected Product within the prescribed period or where inspection establishes that the Product returned does not correspond with the approved claim.

9.5.The replacement Product shall be subject to the same delivery and acknowledgement procedures applicable to an original Order. Cmunity may use its employees, delivery personnel, logistics providers, transporters or other third-party service providers for collection and delivery of replacement Products. Subject to Applicable Law, Cmunity shall not be responsible for delays or failures attributable solely to such third-party service providers.

9.6.Where the replacement Product is delivered to the User, the User shall inspect the replacement Product and promptly notify Cmunity of any visible damage, shortage, incorrect Product or other apparent discrepancy in accordance with this Policy. Any subsequent claim relating to the replacement Product shall be assessed independently under the applicable provisions of this Policy.

9.7.Approval of a replacement claim shall constitute a resolution only in respect of the specific Product and issue identified in the approved claim and shall not create any general right to replacement of other Products forming part of the same Order or any future Order. Cmunity’s approval of a particular replacement request shall also not be construed as an admission of liability beyond the specific resolution provided under this Policy.

10. REFUNDS

10.1.Where Cmunity approves a refund pursuant to an eligible return, cancellation, shortage, damage, defect, incorrect Product, non-conformity or other claim recognised under this Policy, Cmunity shall refund or otherwise adjust the amount attributable to the affected Product or quantity, subject to the terms of this Policy and Applicable Law. Where only a part of an Order is affected, the refund shall ordinarily be limited to the amount attributable to the affected Product or quantity and shall not extend to Products or quantities that were correctly supplied and accepted by the User. The amount of any refund may also take into account applicable taxes, discounts, promotional benefits, credits or other adjustments forming part of the original transaction.

10.2.The manner in which an approved refund is provided may depend upon the payment method used for the relevant Order, the nature of the transaction and Cmunity’s applicable commercial arrangements. Subject to Applicable Law, Cmunity may process the refund to the original payment method used by the User, the bank account or UPI ID verified by Cmunity, or through account credit, credit note or such other lawful mechanism as may be communicated to the User. Cmunity may require additional verification or information before processing a refund to a bank account, UPI ID or other payment instrument that differs from the original payment method.

10.3.Where the User has purchased Products under an approved credit, credit-line, deferred-payment or other post-paid arrangement, any amount determined to be refundable may, at Cmunity’s discretion and subject to the applicable commercial terms, first be adjusted against any outstanding, overdue or otherwise payable amounts owed by the User to Cmunity. Where the refund amount exceeds the User’s outstanding dues, the remaining balance may be refunded or credited to the User in accordance with this Policy and Applicable Law. The User shall not be entitled to demand a separate cash or bank refund where adjustment against outstanding dues is permissible under the applicable commercial arrangement.

10.4.Cmunity shall endeavour to initiate an approved refund within 30 (thirty) days from completion of the applicable verification process and final approval of the refund, unless a different timeline is specified for a particular Product, payment method, transaction or promotional scheme. The refund timeline shall commence only after Cmunity has completed the relevant verification and determined that the User is eligible for a refund. Where additional information, Product inspection, collection, documentation or verification is pending due to circumstances attributable to the User, the applicable refund timeline may be extended until such requirements are completed.

10.5.Once Cmunity has initiated a refund, the time required for the refunded amount to actually appear in the User’s bank account, card account, UPI account, wallet or other payment instrument may depend upon the relevant bank, payment gateway, card network, UPI provider, financial institution or other third-party payment service provider. Cmunity shall not be responsible for delays occurring after the refund has been successfully initiated by Cmunity where such delay is attributable solely to the relevant payment service provider, bank, financial institution or payment network. The User may be required to contact the relevant payment service provider where the refund has been successfully processed by Cmunity but has not been credited within the applicable processing period.

10.6.Where Cmunity provides a refund by way of account credit, credit note or other commercial adjustment, such credit may be applied against future Orders, outstanding invoices or other amounts payable by the User, in accordance with the terms communicated by Cmunity. Unless otherwise expressly stated by Cmunity or required under Applicable Law, such credit shall not be transferable, assignable or redeemable for cash independently of the applicable transaction.

10.7.Where an Order was placed using a discount, coupon, promotional offer, cashback, credit or other commercial incentive, the refund amount may be adjusted to account for the benefit actually availed by the User, in accordance with the applicable promotional terms. A refund shall not ordinarily result in the User receiving a monetary benefit greater than the amount actually paid or otherwise payable by the User in respect of the eligible Product or affected portion of the Order.

10.8.Where an Order is cancelled by Cmunity before fulfilment and payment has already been received, Cmunity shall process the amount refundable to the User in accordance with this Policy and Applicable Law. Where an Order is cancelled or remains undelivered due to circumstances attributable to the User, including refusal to accept delivery, an incorrect or incomplete delivery address or failure to provide necessary access, Cmunity may deduct applicable delivery, return, handling or other charges to the extent permitted under Applicable Law before processing any eligible refund.

10.9.Cmunity shall not be required to process multiple refunds in respect of the same Product, Order or claim. Where a replacement, credit, refund or other resolution has already been provided in respect of a particular claim, the User shall not be entitled to seek an additional refund or other monetary benefit for the same issue, except where required under Applicable Law.

10.10.All refunds shall be subject to the User satisfying the applicable eligibility, verification and documentation requirements under this Policy. Cmunity may withhold or defer processing of a refund where the relevant claim is under investigation, the returned Product has not been received where physical inspection is required, additional information is pending, or Cmunity reasonably suspects fraud, misuse or other irregularity, subject to Applicable Law.

11. DELIVERY AND OTHER CHARGES

11.1.Where a return, replacement or refund is approved on account of an incorrect Product supplied by Cmunity, a material shortage, material damage attributable to Cmunity, a verified fulfilment error or any other issue demonstrably attributable to Cmunity, Cmunity shall determine, having regard to the circumstances of the particular claim, whether and to what extent any delivery, handling, return or other charges associated with the affected Product or Order are refundable or otherwise adjustable. Where Cmunity determines that such charges are refundable, the applicable amount shall be included in the refund or adjustment processed in accordance with this Policy and Applicable Law.

11.2.For the avoidance of doubt, Cmunity shall not be responsible for reimbursing delivery, return, handling or other charges where the relevant return, cancellation, failed delivery or other issue arises due to circumstances attributable to the User. Such circumstances may include, without limitation, providing an incorrect, incomplete or inaccurate delivery address or contact details, refusal to accept the Order, failure of the User or its authorised representative to be available to receive the Order, failure to provide access to the delivery premises, failure to comply with applicable delivery instructions, repeated unsuccessful delivery attempts due to the User, cancellation after the Order has entered the fulfilment or dispatch process, or any other act or omission attributable to the User.

11.3.Where an Order is returned to Cmunity or its fulfilment facility due to circumstances attributable to the User, including a failed delivery, refusal to accept delivery or an incorrect delivery address, Cmunity may deduct or recover reasonable applicable costs incurred in connection with the original delivery, additional delivery attempts, transportation, return-to-origin, handling, warehousing or other related services from any amount otherwise refundable to the User, to the extent permitted under Applicable Law.

11.4.Where an Order cannot be successfully delivered due to any circumstance attributable to the User, including where the User has provided an incorrect, incomplete or inaccurate delivery address or contact details, the delivery premises are inaccessible, the User or its authorised representative is unavailable to receive the Order, the User or recipient refuses or fails to accept the Order, the User fails to provide an OTP, signature or other required delivery confirmation, the User fails to provide necessary access or delivery instructions, or any other act or omission on the part of the User prevents successful delivery, Cmunity may, at its discretion, make one or more additional delivery attempts or return the Products to its warehouse, fulfilment centre or other designated facility.

11.5.Where an Order remains undelivered following the applicable delivery attempts, Cmunity may cancel the Order and treat the shipment as an undelivered or return-to-origin shipment. In such circumstances, Cmunity may recover or deduct applicable delivery, re-delivery, return-to-origin, transportation, handling, warehousing or other reasonable charges incurred in connection with the failed delivery, to the extent permitted under Applicable Law and the applicable commercial terms.

11.6.Where any amount is refundable in respect of an undelivered Order, the amount of such refund shall be determined after taking into account the reason for the failed delivery, the status of the Order, any applicable delivery or return charges, the payment already received and any other amounts legitimately payable by the User. No refund shall be due to the extent that the applicable amount is lawfully recoverable or adjustable against charges or outstanding amounts attributable to the User.

11.7.Cmunity shall not be responsible for any delay, loss, deterioration or other consequence arising solely from the User’s failure to accept or receive an Order or from circumstances attributable to the User, subject always to Applicable Law. Where the Products are perishable, temperature-sensitive or otherwise subject to specific storage requirements, the User acknowledges that failed delivery may affect the condition or subsequent eligibility of such Products for return or refund.

11.8.Where the User is required to return a Product as part of an approved return claim, Cmunity shall determine the manner in which the return is to be completed. Cmunity may arrange collection through its delivery or logistics partners or may require the User to return the Product through a designated channel. Any return collection or transportation arranged by Cmunity shall be subject to the applicable return conditions and the nature of the claim. The User shall not independently incur material return or transportation expenses on the assumption that the same will be reimbursed by Cmunity unless such reimbursement has been expressly authorised by Cmunity.

11.9.Any delivery, return, handling or other charges payable or refundable under this Clause shall be determined on the basis of the actual circumstances of the relevant transaction, the applicable commercial terms and the nature of the claim. Cmunity may require reasonable supporting information before approving reimbursement of any such charge and shall not be liable for costs incurred by the User without Cmunity’s prior approval, except where reimbursement is mandatorily required under Applicable Law.

12. ORDER CANCELLATION

12.1.A User may request cancellation of an Order through the Platform or designated customer support channel. Cancellation shall be permitted only where the Order has not reached a stage at which cancellation is operationally impracticable, as determined by Cmunity.

12.2.Once an Order has been dispatched, handed over for delivery or otherwise entered the fulfilment process, cancellation may not be possible. In such circumstances, the User may be required to accept delivery and raise a return request only if the Product is otherwise eligible for return under this Policy.

12.3.Cmunity may cancel an Order, in whole or in part, where Products are unavailable, there is a material pricing or catalogue error, the User fails verification requirements, payment cannot be confirmed, the delivery location is not serviceable, the Order appears fraudulent or suspicious, the User has breached the Terms or this Policy, or fulfilment is otherwise prevented by circumstances beyond Cmunity’s reasonable control. Where Cmunity cancels an Order after payment has been received and a refund is due, Cmunity shall process the applicable refund in accordance with this Policy and Applicable Law.

13. PRODUCT-SPECIFIC EXCLUSIONS

13.1.Certain Products may be expressly marked as “Non-Returnable”, “Non-Exchangeable” or subject to specific return conditions on the Platform. Such Products shall not ordinarily be eligible for return except in cases of verified damage, defect, expiry, incorrect delivery, shortage or other circumstances expressly specified by Cmunity or required under Applicable Law.

13.2.Products that are perishable, temperature-sensitive, hygiene-sensitive, consumable, opened, used, altered, repackaged or otherwise unsuitable for resale may be subject to stricter return requirements.

13.3.The User shall be responsible for ensuring that Products are stored and handled in accordance with the manufacturer’s instructions and Applicable Law after delivery. Cmunity shall not be responsible for deterioration, damage, spoilage or other issues arising from improper storage, handling or use by the User.

14. FRAUDULENT OR ABUSIVE CLAIMS

14.1.Cmunity reserves the right to investigate any return, replacement or refund request that appears fraudulent, suspicious, manipulated or abusive. This may include repeated claims for the same Product, submission of false or altered evidence, return of a different Product, deliberate damage or tampering, misuse of return procedures or any attempt to obtain an unjustified refund or replacement.

14.2.Where Cmunity reasonably determines that an User has engaged in fraudulent or abusive return activity, it may reject the relevant claim, restrict future return privileges, suspend or terminate the User’s Account, cancel pending Orders, recover amounts wrongfully refunded or take such other action as may be available under the Terms and Applicable Law.

15. CONTACT AND CUSTOMER SUPPORT

For any cancellation, return, replacement, refund or Order-related query, the User may contact Cmunity through the customer support channels made available on the Platform.

15.1.Cmunity Innovations Private Limited

15.2.Brand: Saudaking

15.3.Customer Support Email: support@saudaking.com

15.4.Customer Support Number: 8929753927

15.5.Registered Office: 12th Floor, Imperia Mindspace, Golf Course Ext Rd, Sector 62, Gurgaon, Haryana, 122001

15.6.Grievance Officer: Ravinder

15.7.Grievance Email: Ravinder@saudaking.com