Last updated: 23 June 2025

This Returns, Exchange & Refund Policy explains your options for returning, exchanging, or getting a refund for items bought on GoodsPlane (operated by Spabi Exim (OPC) Private Limited), and the terms that apply.

Scope

This policy applies to products bought on GoodsPlane’s website and mobile app, and to the return/exchange options shown on each product’s detail page. Third-party sites or seller policies that link to GoodsPlane are not covered by this policy.

Returnability & Options

• Each product page shows whether the product is returnable, exchangeable, or non-returnable. Follow the product page rules.
• Some products offer an All-issue return option (available for selected items for a premium). This allows returns for any eligible reason within the specified window.
• Other products offer a Wrong/Defect only return option — returns are allowed only if the item is wrong, defective, damaged or incomplete due to the seller’s fault.

Cost of Return

• If you purchased the All-issue return option and the item is eligible, return shipping is free.
• If you used Wrong/Defect return and the fault lies with the supplier (wrong product, wrong size, damaged, missing parts, incomplete delivery, etc.), return shipping is free.
• Returns may be chargeable where the fault does not lie with the supplier or the product is ineligible under the product page rules.

Exchanges

• Exchange availability is shown in “My Orders” after delivery. Exchanges are subject to stock, serviceability, seller rating and other platform metrics.
• Exchanges mean swap for the same product (same model/variant). If the replacement costs more, you pay the difference; if less, the balance will be refunded.
• If the requested exchange item is unavailable, the request may convert to a return at GoodsPlane’s discretion.
• Once a unit has been exchanged, it cannot be exchanged again.

How to Initiate a Return or Exchange

1. Open My Orders on the GoodsPlane app/website and locate the item.
2. Create a return or exchange request and follow the on-screen instructions.
3. A Return ID / Exchange ID will be generated for tracking.
4. For pickup returns, keep the item in original packaging with tags, warranty card (if any), and accessories.
5. Delivery partners may perform a quality check at pickup. If the item fails the check, the return/exchange may be denied and no refund issued.

Smartphone-Specific Terms

• Manufacturing or technical issues are handled by the device brand’s authorized service center under the brand warranty.
• Dead on Arrival (DOA): you must obtain a DOA certificate from the brand’s authorized service center and share an uncut, clear unboxing video. Both are required to process a replacement.
• Physical damage on delivery: replacements require a clear unboxing video showing the damage at the time of opening.
• Smartphones are generally not eligible for returns/refunds — only replacements per this policy and brand rules. Replacement requests must be raised within 7 days of delivery.

Condition Requirements

Before returning/exchanging, ensure the product:

• Is unused, unwashed and undamaged;
• Includes original packaging, tags, warranty card and accessories;
• Has no tampered seals, altered parts, or missing identifiers (IMEI, serial number, bar code where applicable);
• Is returned within the product’s specified return/exchange window.

Electronic Devices

If returning electronics that store personal data, remove or factory-reset the device and disable screen locks. GoodsPlane is not liable for personal data left on returned devices.

Refunds — Method & Timing

Refunds are issued to the original payment source after the returned product is received and accepted, subject to applicable deductions (e.g., return shipping where applicable).

Instant Refund

Where eligible (generally COD orders that pass pickup quality checks), an Instant Refund may be triggered within 4 hours of successful pickup confirmation. The bank posting time remains 3–7 business days; GoodsPlane Balance posts within 2 business days.

Instant Refund conditions and exclusions include but are not limited to:

• Available mainly for COD orders and where pickup is logged correctly;
• Not available for reseller purchases or where manual intervention is required;
• Not applicable if pickup is not correctly reflected in GoodsPlane systems or if bank/technical downtime prevents processing;
• GoodsPlane may refuse Instant Refunds where fraud or policy abuse is detected.

General

• Refunds are limited to the amount you paid after applicable deductions. Offers/discounts on returned items may be forfeited.
• All claims are evaluated under GoodsPlane’s policies and at GoodsPlane’s discretion.
• GoodsPlane reserves the right to amend this policy; it’s your responsibility to review updates.

Contact

If you have questions about returns, exchanges or refunds, contact GoodsPlane customer support via the support channels on the app or website.