At Noon, customers are provided with an option to return items purchased on the platform. Any order that is eligible for a return, and where the return request does not exceed fifteen (15) days from the date of delivery, shall be covered under this policy. For some cases described in the next sections of this policy, Noon also proactively compensates the Seller from the Seller Protection Fund managed by Noon.
Please refer to the Inventory Removal Policy article for more detailed information.
Seller Protection Policy
This policy has been created to compensate Sellers in scenarios where shipments are damaged either by customers or noon. Refer table below for grade-based payout model.
Saleable and put back in stock or returned-to-vendor
|B||Dead on arrival (for Smart devices) /Manufacturing defect||5%|
|C||Accessory Missing + Box with dents||15%|
|D||Accessory Missing + Product with dents||20%|
Logistics damages, product lost during return logistics
Exceptions to the Seller Protection Policy are tabulated below.
|Mis-shipment or Item Incorrectly Detailed||Item shipped by the seller is not as per the description on the platform, or in cases where the seller has shipped the wrong product|
|Missing Parts||The seller has not fulfilled the order in accordance with the details on the website (i.e. a missing freebie, accessory or a part)|
|Fake/Defective/Used/Expired Product Shipped||If fake products, defective products, used products and products post expiry date are shipped by the seller and returned by the buyer|
|Seller Fraud||If the seller is found violating any of the Noon’s seller policies, the seller’s claim amount will be put on hold|
|Manufacturing Defects||Dead on Arrival. Product partial or complete failure within fifteen (15) business days|
|Intact Product||In case the buyer has shipped back the product to the seller and it has been received in perfect condition|
Sellers hereby agree that under no circumstances shall Noon be liable or responsible for any damage or loss caused to items on account of terrorism, war, invasion or warlike operations, civil war, rebellion, detention by public or government authority, protest or strikes, riots, delay, detention or confiscation by customs or other authorities, war, invasion or warlike operations, damage or loss caused by any process of repairing, renovation, deterioration arising from wear and tear; moth; vermin; insects or mildew or any other gradually operating natural cause.
The seller protection fund safeguards sellers from losses incurred due to customer returns or courier return received in an unacceptable condition via compensation from the fund, thus ensuring that the sellers are not unfairly impacted. Furthermore, this policy has been designed to safeguard sellers’ interests and make Noon a secure medium to conduct business.
Frequently Asked Questions (‘FAQs’)
1. Will I be compensated if the customer or logistics partner has returned a damaged item, despite shipping a quality product?
Noon will proactively ensure that sellers are not impacted for any logistics damage cases by absorbing the full impact. In the event of damage, seller believes isn’t his mistake, the seller shall raise a claim through the “Dispute Mechanism” on Seller Lab. Upon pursuing the incident, Noon, at its sole discretion, shall compensate based on the parameters set thereunder, including but not limited to, category of goods, quality control (“QC”) status at the time of shipping and receiving the item back at the warehouse (with evidence of such receipt).
2. Will I be compensated if the customer has replaced the original item with a different item?
In cases when the contents of the returned shipment are missing, or when the returned items received by the seller are not the same items that were shipped by the seller, the seller can raise a claim through Dispute Mechanism on the Seller Lab.
If the seller suspects that the buyer is taking unfair advantage of the return policy, then the seller can intimate Noon on this issue so they can review the buyer’s claim and take necessary actions.
Upon pursuing the incident, Noon, at its sole discretion, shall compensate the seller based on the parameters set thereunder, including but not limited to, category of goods, QC status at the time of shipping and receiving the item back at the warehouse (with evidence of such receipt).
3. What is the turnaround time from customer return to receipt of items in the warehouse?
In addition to the regular sales promise, the item grading process for damaged returns will take up to seven (7) business days.
4. How does the “Seller Protection Mechanism” work at Noon?
All returned items go through a physical QC and a grade is assigned to the item by Noon, which determines the compensation under seller protection fund.
Returns Inbound Quality Control at Noon
Tabulated below are the basic quality control checks that are being performed on customer returns:
|Category||Inbound /Shipping quality check||Additional check in return quality check|
|Fashion||Size, color, brand name, packaging image & outer packing||Inside content (if opened by customer (condition of product (used /unused), tags|
|Health, Beauty, Sports & Outdoor||Color, brand name, model number, packaging image & outer packing||Inside content (if opened by customer (condition of product (used /unused), tags|
|Home , Kitchen, Toys, Kids, Baby, Automobiles, Books, Media & Other Categories||
Seal (if applicable), color, brand name, model number, packaging image & outer packing
|Inside content if opened by customer, working conditions (if complain about defective)|
|Electronics, Furniture & Home Appliances||Seal (if applicable), color, brand name, model number, image, box content details (against web description) & outer packing||Inside content if opened by customer, working conditions (if complain about defective)|
|Grocery||Expiry (if applicable), packing details (against web description & packaging image||
Expiry, condition of product (unused/used)
Additional Grades in case of Disputes
Tabulated below are the different grades that are getting assigned to the returned items along with their respective payout percentages:
Please be advised that the payouts are net of referral fees and any other applicable noon fees.
Click here to access Disputes & Claims Resolution Policy
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