Return & Refund Policy

This Return & Refund Policy governs the handling of product returns, replacements, and refunds on the Electapros platform. As a seller, you are required to comply with this policy to ensure a fair and transparent experience for customers.

Electapros operates a customer-first return model. Sellers who fail to comply with return obligations are subject to financial penalties, account restrictions, or suspension.

A return request is eligible under the following conditions:

• → Return is initiated within 7 days of delivery (electronics & electrical products).
• → Product is in unused, uninstalled condition with original packaging intact.
• → Product is defective, damaged in transit, or not as described.
• → Wrong product was delivered (model, variant, or brand mismatch).
• → Product is missing accessories or components listed at time of purchase.

The following items are not eligible for return:

• → Products that have been installed, used, or tampered with.
• → Items without original packaging or missing serial numbers.
• → Products damaged due to misuse, electrical surge, or negligence by the customer.
• → Consumable products (wires, cables, fuses) once opened.
• → Custom-ordered or made-to-order electrical components.
• → Products returned beyond the 7-day return window.

The standard return process follows these steps:

Upon receiving a returned product, the seller must conduct a thorough inspection:

• → Check product serial number matches the original order.
• → Verify product condition — look for damage, usage marks, or tampering.
• → Ensure all accessories, manuals, and packaging components are present.
• → Document inspection with photographs for platform audit trail.
• → Submit inspection report via Seller Hub within 48 hours of receipt.

Failure to submit inspection report within 48 hours results in automatic refund approval in favour of the customer.

Refunds are governed by the following rules:

• → Full refund: Defective, damaged, or wrong product confirmed by inspection.
• → Partial refund: Product returned in acceptable but not original condition.
• → No refund: Product found to be in normal working condition post-inspection.
• → Reverse logistics cost: Borne by seller if return is due to seller error.
• → Payment gateway charges: Non-refundable and deducted from seller settlement.

Refund amounts are deducted from the seller's pending settlement or charged to the seller account if no settlement is pending.

Customers may request a replacement instead of a refund where applicable. Replacement conditions:

• → Same product (same model, variant, and colour) must be available in inventory.
• → Replacement is dispatched only after the original product is received and inspected.
• → Seller bears shipping costs for replacements due to seller-side errors.
• → Customer bears shipping costs for replacements due to change of mind.
• → Replacement products carry the same warranty as original purchases.

Sellers bear financial liability for returns arising from:

• → Dispatch of defective or non-functional products.
• → Wrong product shipment (incorrect model, variant, or brand).
• → Poor packaging resulting in transit damage.
• → False product descriptions, misleading images, or incorrect specifications.
• → Non-compliance with return inspection timelines.

Sellers with a return rate exceeding 10% in a rolling 30-day period may face additional scrutiny, fee penalties, or listing restrictions.

If a seller disputes a return request, the dispute must be raised within 48 hours of the return approval notification. Electapros will act as a neutral mediator and review:

• → Original order details and product description.
• → Customer-submitted photos and return reason.
• → Seller inspection report and photographic evidence.
• → Platform order logs and communication history.

Electapros's decision on disputes is final and binding on both parties.

To minimize return rates, sellers must adhere to these packaging standards:

• → Electrical products must be bubble-wrapped and secured in corrugated boxes.
• → All components, accessories, and documentation must be included.
• → Fragile items must be clearly marked and double-packaged.
• → Tamper-evident seals must be applied where applicable.
• → Product serial number must be visible or documented on the packaging.

For return-related queries or disputes, reach us through: