Can I trust buying on Oyela?
Return Refund Policy: (Updated on 01-12-2023)
All orders placed via Oyela are eligible for a return refund. 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?
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?
How long does the return-refund 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 and process your compensation. We can generate a pickup for you if possible using our courier partner or 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?
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 –
Order Delivery Confirmation Policy
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
Order Cancellation Policy
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 of ordering 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 details:
Once you have uploaded the shipping details, we will release your funds within 48-72 hours 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.