Can I trust buying on Oyela?
Return Refund/Exchange Policy: (Updated on 20-02-2023 11:30 AM)
Orders secured with Oyela shield are eligible for a return refund/exchange. Buyers have 2 days after delivery to inform us if the item has been misrepresented by raising a dispute in your order.
Once you raise the dispute, share supporting evidence here within the next 48 hours. If we do not receive any supporting evidence within 48 hours then the issue will be deemed resolved and we will close the issue in the system.
What is covered & evidence is required?
Different Item received: Opening video mandatory
Missing Items: Opening video mandatory
Wrong Color: Necessary Photos & Videos
Brand Issue: Necessary Photos & Videos
Damage/defective issue: Necessary Photos & Videos
Size Issue claim: Necessary Photos & Videos
How to make a proper opening video?
The opening video should be taken in one go, to start before opening the package, with shipping label visible, and include checking all sides of the package.
What’s NOT covered?
Changed mind: If the item is just not your style or does not fit you (but the size is as per what mentioned by the seller), we unfortunately cannot accept a return. You can always re-list the item on Oyela
Product quality issue: If you don’t like the quality of fabric or stitching (but you have received the same item which was mentioned by the seller), we unfortunately cannot accept the request. You can always contact seller for the issue or re-list the item on Oyela
Offline Transactions: We do not cover any trades or transactions completed outside Oyela platform
Taking another product: If the seller informs you that the item is not available with them and to take another item at the same/different price. In this case it is better to cancel the order of the product which is not available and place a new order of the item which you want.
How long does the return-refund/exchange process take?
Once an issue has been submitted, we will work with both parties to verify and facilitate the compensation (if any).
In order to speed up the process, we ask that both parties provide clear evidence of their claim. Aside from the opening video, we may require full pictures or video of the item received, the image of the defective area, product measurement images or any relevant evidence as per requirement.
If we find that the issue is genuine, our team will reach out to you to facilitate the return of the item back to the seller and process your compensation. We will share the return address with you to return the parcel back and you need to courier the package and share the tracking details with us within the next 5 days. Compensation will be issued after you have couriered the parcel.
How to raise a dispute or apply for return refund/exchange?
If you wish to raise a return-refund request, please report to us by raising an issue from the app or website within 2 days of delivery. To raise a issue follow following steps –
Go to Track Orders & Rate section in your my account page.
Select the relevant order.
Tap on Raise issue
Select Problems/Order Inquiry.
Add images that clearly depict the issue and include a description.
Tap Submit.
Applicable for orders received on or after 09.02.2023 12:00 AM
All orders will be assumed to be successfully delivered to customer if no issue is raised by the buyer within 30 days of getting shipping details. We request all buyers to raise issue with Oyela if you have not received your order within 30 days of dispatch.
If any issue is raised on or after 31 days of dispatch then it will not be entertained.
Applicable for orders received on or after 15.06.2023 12:00 AM
Except for orders of Hand Made products, if the order is not shipped within 15 days of the ordering, then the order will be automatically cancelled on 16th day and the full paid amount will be refunded to the customer. Hence we advice sellers to add shipping details within 10-13 days order unless you sell Hand Made Products.
Exception: Hand Made products sometime take longer hence we allow them 30 days time. If any Hand Made item is not shipped within 30 days of the ordering, then it will be automatically cancelled and the full paid amount will be refunded to the customer.
When your item sells, the buyer pays first through Oyela’s secure payment gateway. Once the payment is confirmed, you will be sent the order details and customer’s address via email to put on your parcel. Once you ship the orders, you need to upload the tracking details in Oyela for the buyer to track the order.
To add tracking detail:
Go to Manage Your Sales section in your profile.
Select the relevant order.
Tap on Add Shipping Details
You can select your delivery partner and enter relevant details
Tap submit. The buyer receives the email with tracking details.
Once you have uploaded the shipping details, we will release your funds within 48-72hours in the Bank Account/ UPI ID details that you have entered.
If a buyer reports a problem with their order, we will ask them to raise an issue by uploading details and photos to review their request. You will also be notified via email, text and phone call in case of such issues. The Oyela team then carefully reviews the case and offers a resolution.
Oyela reserves the right to cancel any order if found inappropriate or fraudulent. Also, in such cases order will be cancelled without any refund.
Inappropriate behaviour includes but not limited to unethical transaction, moral misconduct, using abusive words, within Oyela community.