Refund and Exchange Policy

1. INTRODUCTION:

At Dhatu, we are committed to providing a seamless platform that connects Users directly with Farmers for purchasing fresh agricultural produce. As an intermediary, Dhatu does not directly handle or manage the products listed on our platform. All transactions, including order fulfilment, product quality, and post-purchase issues, are managed by the respective Farmers and Logistics Providers.

Given the perishable nature of agricultural products such as fruits, vegetables, and other farm produce, our Refund and Exchange Policy is subject to the terms set by the respective Farmers and the applicable local laws. Dhatu does not process refunds or exchanges directly, and all such requests must be handled between the User and the Farmer.

This policy outlines the conditions, eligibility, and procedures for refunds and exchanges to ensure a transparent and smooth experience for our Users.

2. ELIGIBILITY FOR REFUNDS AND EXCHANGES:

Since the products sold through Dhatu are perishable agricultural goods (such as fruits, vegetables, grains, and other farm produce), refunds and exchanges are subject to strict limitations. The following conditions determine whether a User may request a refund or exchange:

2.1. When a Refund or Exchange is NOT Eligible

Refunds or exchanges will not be provided in the following cases:

• Change of Mind: Once an order is placed and confirmed, cancellations or refunds due to a change of preference will not be entertained.
• Partial or Full Consumption: If the product has been opened, used, consumed, or partially utilized, it will not be eligible for a refund or exchange.
• Delayed Consumption: If the User does not consume or use the product within a reasonable timeframe and it spoils due to natural perishability, Dhatu or the Farmer will not be responsible.
• Storage Issues at User's End: If the product deteriorates due to improper storage (e.g., failure to refrigerate or exposure to heat), a refund or exchange will not be granted.
• Minor Aesthetic Differences: Natural agricultural variations in size, shape, or colour will not qualify as grounds for refund or exchange.
• Allergies or Unsuitability: Refunds will not be issued if the User experiences allergic reactions or finds the product unsuitable after purchase.

2.2. When a Refund or Exchange MAY be Eligible:

Users may request a refund or exchange under the following conditions, provided that they report the issue immediately upon delivery:

• Damaged or Spoiled Products at the Time of Delivery:
  • If the product arrives rotten, moldy, or visibly damaged, the User must report it within 2 hours of delivery.
  • The claim must be supported by clear photographs or videos taken at the time of unboxing.
  • If the damage occurs during shipping, the logistics provider will be responsible for resolution.
  • If the damage occurs before shipping, the respective Farmer is liable for replacement or refund.
• Incorrect or Missing Items:
  • If the delivered product differs from what was ordered (e.g., wrong quantity, type, or variety), the User must report the issue within 6 hours of delivery.
  • If the Farmer acknowledges the error, they may offer an exchange or refund at their discretion.
• Tampered Packaging:
  • If the seal or packaging appears broken or tampered with, the User should refuse to accept the order from the delivery agent.
  • If the tampering is discovered after acceptance, the User must report it within 2 hours, along with photographic evidence.

2.3. Responsibility of Farmers:

Since Dhatu is an intermediary platform, Farmers are solely responsible for:

• Ensuring the freshness and quality of their products before shipping.
• Addressing refund or exchange claims if the issue arises before shipping.
• Responding to User complaints and providing resolutions based on their farm policies.

Users must directly contact the respective Farmer for refund or exchange discussions. Dhatu does not interfere, mediate, or assume liability for any disputes related to product quality.

3. REFUND AND EXCHANGE REQUEST PROCESS:

To ensure a smooth and transparent refund or exchange process, Users must follow the steps outlined below when raising a claim:

3.1. Reporting an Issue:

If a User receives a product that qualifies for a refund or exchange (as per Clause 2.2), they must report the issue within the stipulated time frame:

• Damaged, Spoiled, or Tampered Products: Must be reported within 2 hours of delivery.
• Incorrect or Missing Items: Must be reported within 6 hours of delivery.

All claims must be accompanied by:

• Order details (Order ID, date, and product details).
• Clear photographs or videos of the product showing the issue (e.g., visible spoilage, damage, incorrect item).
• A brief explanation of the issue.

Reports can be made through:

• The in-app complaint submission feature
• Direct contact with the Farmer (contact details available on the app)
• Email to Dhatu's support team (for assistance in reaching out to the Farmer or logistics provider)

3.2. Review and Resolution:

Once a claim is raised, the process for resolution is as follows:

• Initial Review by Dhatu (If Required):
  • Dhatu may verify whether the complaint is valid based on the provided evidence.
  • If the issue relates to product quality, the claim will be forwarded to the respective Farmer.
  • If the issue relates to shipping damage, the claim will be forwarded to the logistics provider.
• Farmer's or Logistics Provider's Response:
  • The Farmer will review the complaint and decide whether to provide a replacement or refund.
  • If the issue is due to transit damage, the logistics provider will determine the resolution process.
  • If the complaint is disputed, the Farmer or logistics provider may request additional evidence before making a decision.
• Resolution Timeline:
  • Farmers or logistics providers must respond to claims within 48 hours of receiving the complaint.
  • If a refund or exchange is approved, the process will be initiated within 5-7 business days.

3.3. Refund Process:

If a refund is approved, the following conditions apply:

• Mode of Refund: Refunds will be processed via the same payment method used for purchase (bank transfer, digital wallets, or UPI).
• Processing Time: Once approved, refunds will be initiated within 5-7 business days. The actual crediting time depends on the payment service provider.
• Non-Refundable Charges: Shipping fees, handling charges, and service fees (if applicable) are non-refundable.

3.4. Exchange Process:

If an exchange is approved, the Farmer will provide a replacement product under the following conditions:

• The replacement will be of equal value and quality to the original order.
• The replacement will be scheduled for delivery as per the next available shipping slot.
• If the same product is out of stock, the Farmer may offer an alternative product of similar value or issue a refund.

3.5. Dispute Resolution:

If a dispute arises regarding a refund or exchange:

• Users must first attempt to resolve the issue directly with the Farmer or logistics provider.
• If the dispute remains unresolved, Users may escalate the matter by contacting Dhatu for mediation.
• Dhatu's role is limited to facilitating communication; it does not guarantee resolution or enforce refunds/exchanges.

By placing an order through Dhatu, the User acknowledges and accepts these refund and exchange terms.

4. NON-REFUNDABLE AND NON-EXCHANGEABLE ITEMS:

Given the perishable nature of the goods listed on Dhatu, certain products are strictly non-refundable and non-exchangeable under the following conditions:

4.1. Perishable Goods Once Opened or Used:

• Fruits, vegetables, dairy, grains, and other perishable items that have been opened, used, or partially consumed after delivery will not be eligible for a refund or exchange.
• Any claim raised where the product has been altered, repackaged, or stored improperly post-delivery will be automatically rejected.
• Users are responsible for inspecting the items immediately upon delivery before consuming or storing them.

4.2. Delayed Collection or Improper Storage by the User:

• If the User fails to collect the delivery on time, leading to spoilage or deterioration, the order will not be eligible for a refund or replacement.
• Dhatu, the Farmer, and the logistics provider will not be responsible for the impact of improper storage on the quality of the product after it has been delivered.

4.3. Incorrect Orders Placed by the User:

• If a User places an order for the wrong item, quantity, or delivery date, they cannot claim a refund or exchange unless the order is cancelled as per Clause 8 (Order Cancellations & Address Changes).
• Refunds/exchanges will not be provided for mistakes made during the ordering process unless it is due to a technical issue on Dhatu's platform.

4.4. Minor Variations in Appearance, Size, or Weight:

• The appearance, weight, or size of agricultural products may vary slightly due to natural factors, harvesting conditions, and seasonal availability.
• Claims based on minor differences from product images or descriptions will not be considered valid grounds for a refund or exchange.

4.5. Products Marked as 'Final Sale' or Discounted Items:

• Certain products, including those listed under clearance sales, discounted rates, or special seasonal offers, may be marked as non-refundable or non-exchangeable at the time of purchase.
• If such an indication is made on the product listing, no refund or exchange requests will be entertained.

By purchasing through Dhatu, Users acknowledge and agree to these non-refundable and non-exchangeable terms.

5. EXCEPTIONS TO REFUND AND EXCHANGE POLICY:

While Dhatu primarily acts as an intermediary connecting Users with Farmers and logistics providers, certain exceptional cases may qualify for a refund or exchange. These exceptions apply only under specific circumstances and are subject to verification.

5.1. Wrong Product Delivered:

• If the User receives a product different from what was ordered (e.g., a different fruit, vegetable, or grain), they must report the issue within 6 hours of delivery.
• The Farmer responsible for the order will either arrange for an exchange or process a refund, depending on product availability.
• The product must remain unused and in its original condition when reported.

5.2. Products Unfit for Consumption Upon Arrival:

A refund or exchange may be granted if:

• The product is completely spoiled at the time of delivery (e.g., rotting, emitting foul odour, or showing signs of mold).
• The product is infested with pests or insects at the time of delivery.
• The package is severely damaged, leading to contamination.

Required Proof:
Users must provide clear images or videos within 2 hours of receiving the product. If approved, the Farmer or logistics provider will process a refund or replacement.

5.3. Technical Errors in Pricing or Orders:

• If an order is placed at an incorrect price due to a system error (e.g., an item worth ₹500 mistakenly listed at ₹50), Dhatu reserves the right to cancel the order and issue a full refund.
• If a User is charged twice for the same order, the extra payment will be refunded.
• Any payment gateway failure or system-related issue that results in an incorrect order status may be reviewed and rectified.

5.4. Failure of Delivery Due to Logistics Partner:

A refund or reshipment will be considered if:

• The logistics partner fails to deliver the order due to operational issues beyond the User's control.
• The package is marked as delivered but was never received by the User (subject to verification).

In such cases, the logistics provider will be responsible for either:

• Reattempting delivery at no additional cost, or
• Issuing a refund, if re-delivery is not possible.

5.5. Government or Regulatory Interventions:

• If an order cannot be delivered due to government-imposed restrictions, lockdowns, or regulations, the order may be cancelled and refunded at Dhatu's discretion.
• Refunds will be processed based on the severity of restrictions and the perishable nature of the goods.

By using Dhatu, Users acknowledge that these exceptions apply only under verified circumstances, and all refund/exchange approvals are subject to final decision by the Farmer or logistics provider.

6. REFUND PROCESSING & TIMELINES:

Refunds, when applicable under the Exceptions to Refund and Exchange Policy, will be processed based on the following terms and conditions. Users must note that Dhatu acts solely as an intermediary and does not directly process refunds. All refunds are subject to verification and approval by the concerned Farmer and/or logistics provider.

6.1. Refund Eligibility Verification:

• Upon receiving a refund request, Dhatu will verify the claim by:
  • Checking submitted images/videos of the product (if applicable).
  • Cross-checking the delivery records with the logistics provider.
  • Reviewing the transaction and order details.
• If the claim is valid, the Farmer or logistics provider will approve the refund.
• If rejected, the User will be informed along with the reason for rejection.

6.2. Refund Methods:

Refunds will be issued using the same payment method as the original transaction, or through an alternative mode where applicable:

• For online payments (UPI, net banking, credit/debit cards, wallets): Refund will be processed to the original payment source.
• For cash-on-delivery (COD) orders: Refunds, if approved, will be provided as Dhatu wallet credits or a direct bank transfer, based on the User's preference.
• For partial refunds (e.g., for certain items within a bulk order), only the amount corresponding to the defective/damaged items will be refunded.

6.3. Refund Timelines:

• Online payment refunds: Processed within 5-7 business days after approval.
• COD refunds (if applicable): Processed within 7-10 business days after approval.
• Dhatu wallet credits (if offered): Credited within 24 hours of refund approval.

6.4. Deductions & Adjustments:

• If a refund is approved, any applicable service fees, logistics costs, or processing charges may be deducted before the final amount is refunded.
• Refunds will not be issued if the User fails to comply with the reporting timeframes and verification process outlined in this policy.

6.5. No Cash Refund Policy:

• Dhatu does not issue cash refunds under any circumstances.
• All refunds will be processed electronically through the original payment mode or as Dhatu wallet credits where applicable.

By placing an order through Dhatu, the User agrees to the refund processing timelines, verification process, and applicable deductions as outlined above.

7. EXCHANGE POLICY:

Since Dhatu facilitates the sale of perishable goods such as fruits, vegetables, and other farm produce, exchanges are subject to strict conditions. Dhatu itself does not handle exchanges—all exchanges, if applicable, are the responsibility of the Farmer supplying the product.

7.1. Eligibility for Exchange:

An exchange may be permitted only in the following cases:

• The User received the wrong product (e.g., different fruit or vegetable than what was ordered).
• The product was delivered in a spoiled or unusable condition (e.g., completely rotten, pest-infested, or moldy at the time of delivery).
• The packaging was severely damaged upon arrival, leading to contamination or loss of quality.

7.2. Non-Exchangeable Cases:

The following will not qualify for an exchange:

• Partially used or consumed products (e.g., if a portion of fruits or vegetables has been used, peeled, chopped, or cooked).
• Products stored improperly by the User after delivery, leading to spoilage.
• Changes in personal preference (e.g., User does not like the taste, texture, or appearance of the product).
• Delays in reporting issues beyond the allowed timeframe.

7.3. Exchange Request Procedure:

To initiate an exchange, the User must:

• Report the issue within 6 hours of delivery via the Dhatu app or customer support.
• Provide clear images or videos showing the problem (e.g., incorrect item, damaged goods).
• Wait for verification by the Farmer, who will decide whether an exchange is possible.

If approved, the Farmer will arrange for:

• A replacement of the product (subject to availability), OR
• A refund if an exchange is not feasible.

7.4. Timeline for Exchange Fulfilment:

• If an exchange is approved, the new product will be shipped within 2-3 business days (depending on availability).
• If the product is out of stock, the User will be notified, and a refund may be issued instead.

7.5. Logistics & Costs for Exchange:

• If the exchange is due to an error by the Farmer or logistics provider, the Farmer/logistics partner will bear the cost of re-shipping the product.
• If the exchange is requested for any other reason, the User may have to bear the logistics charges, if applicable.

7.6. Final Decision on Exchange:

• The decision to approve or reject an exchange request rests solely with the Farmer supplying the product.
• Dhatu is not liable for any disputes between the User and the Farmer regarding exchanges.
• If a dispute arises, the User and Farmer must resolve it directly, with Dhatu offering only a mediation role if required.

By using Dhatu's services, the User acknowledges and agrees that all exchanges are subject to the Farmer's approval, product availability, and verification process as per this policy.

8. PROCESS FOR RETURNING PRODUCTS:

Since Dhatu acts as an intermediary platform connecting Users with Farmers, the return process is managed directly by the Farmer supplying the product. Dhatu does not accept returns on behalf of Farmers or handle logistics for product returns.

8.1. Conditions for Returning a Product:

A product may be eligible for return only if the following conditions are met:

• The product arrived in a severely damaged or unusable condition (e.g., completely spoiled, infested, or rotting at the time of delivery).
• The User received a product that was not ordered (e.g., wrong fruit or vegetable, incorrect weight or quantity).
• The packaging was tampered with or severely damaged before reaching the User.

8.2. Non-Returnable Cases:

The following cases are not eligible for returns:

• Perishable goods that have been partially used, peeled, cut, or stored improperly by the User after delivery.
• Minor variations in size, shape, or color of fruits and vegetables due to natural agricultural differences.
• Taste, texture, or ripeness preferences, as these factors can vary naturally.
• Late reporting of an issue beyond the specified return window.

8.3. Return Request Procedure:

To request a return, the User must follow these steps:

• Initiate a request within 6 hours of delivery through the Dhatu app or customer support.
• Provide clear images or videos showing the issue (e.g., incorrect item, spoiled produce, damaged packaging).
• Wait for verification by the respective Farmer.
• If the request is approved, the Farmer will provide further instructions on returning the product.

8.4. Return Shipping & Pickup:

• In cases where the Farmer agrees to accept a return, the User may need to self-ship the product back or coordinate with the logistics provider.
• If the return is due to the Farmer's error, the Farmer or logistics provider will bear the return shipping costs.
• If the return is due to the User's preference, the User may be required to pay return shipping charges (if applicable).

8.5. Resolution for Approved Returns:

Once a return request is approved, the User may receive:

• A replacement product (if available), OR
• A refund as per the refund policy, OR
• Dhatu wallet credits (if applicable).

8.6. Dhatu's Limited Role in Returns:

• Dhatu does not process returns directly and is not responsible for product quality, delays, or disputes.
• The decision to approve or reject a return rests solely with the Farmer supplying the product.
• Dhatu may facilitate communication but will not be held liable for any return-related disputes.

By using the Dhatu platform, the User agrees to abide by the return conditions, process, and limitations set by the respective Farmer and understands that all perishable goods are subject to strict return policies due to their nature.

9. REFUND POLICY:

Since Dhatu operates as an intermediary platform connecting Users with Farmers, all refund requests are subject to approval by the respective Farmer supplying the product. Dhatu does not process refunds directly but may facilitate communication between Users and Farmers to ensure a fair resolution.

9.1. Eligibility for Refunds:

A refund will be considered only in the following cases:

• The product was not delivered due to a failure on the part of the Farmer or the logistics provider.
• The product was severely damaged or spoiled at the time of delivery, making it unfit for consumption.
• The wrong product was delivered, and no suitable replacement is available.
• The order was cancelled before the Farmer dispatched the product.

9.2. Non-Refundable Cases:

Refunds will not be provided in the following situations:

• If the User failed to collect the order at the time of delivery, leading to spoilage or loss.
• If the User initiates a refund request after the stipulated time frame (typically within 6 hours of delivery).
• If the product was partially used, peeled, cut, or improperly stored by the User after delivery.
• If the User refuses delivery based on subjective factors such as taste, texture, size, or ripeness variations.
• If the issue is related to delays caused by unforeseen circumstances, such as weather, strikes, or logistical disruptions.

9.3. Refund Request Process:

To request a refund, the User must follow these steps:

• Initiate the refund request within 6 hours of delivery via the Dhatu app or customer support.
• Submit clear evidence (photos/videos) to support the claim (e.g., damaged product, incorrect item).
• Wait for verification by the respective Farmer.
• Once the Farmer approves the refund, the process will be initiated.

9.4. Refund Processing & Timeline:

• Once approved, refunds will be processed within 7-10 business days via the original payment method or alternative options.
• In some cases, Users may be offered a replacement or Dhatu wallet credits instead of a monetary refund.
• If the payment was made via cash-on-delivery (COD), refunds (if applicable) may be processed through bank transfers or UPI payments.

9.5. Dhatu's Limited Liability in Refunds:

• Dhatu is not liable for refund decisions made by Farmers or logistics partners.
• If a dispute arises regarding a refund, Dhatu may mediate but will not be held responsible for the final resolution.
• Users acknowledge that by purchasing perishable goods, they accept the risk of natural variations in agricultural products.

By using Dhatu's platform, the User agrees to comply with the refund policy set by the respective Farmer and understands that perishable goods have strict refund limitations due to their nature.

10. FORCE MAJEURE CLAUSE:

Dhatu shall not be held liable for any failure or delay in performance, including but not limited to, order fulfilment, shipping, refunds, or exchanges, due to circumstances beyond its reasonable control. This includes but is not limited to:

• Natural disasters such as earthquakes, floods, hurricanes, or pandemics.
• Government actions, regulatory changes, trade restrictions, embargoes, or new legal requirements.
• Labor strikes, protests, or industrial disruptions affecting transportation or logistics.
• Technical failures, cyber-attacks, system downtime, or disruptions in internet services.
• Supply chain disruptions, including farm production failures due to pest infestations, adverse weather conditions, or other agricultural crises.
• Acts of third parties, including failure or negligence of logistics partners, farmers, or other intermediaries.

In such cases, Dhatu reserves the right to suspend, delay, or cancel affected orders, without liability or obligation to compensate Users for inconvenience or losses. Users will be notified of any such delays, and reasonable efforts will be made to resume normal operations as soon as possible.

11. LIABILITY:

11.1. Limited Liability of Dhatu:

Dhatu operates as a digital intermediary connecting Users with Farmers and Logistics Providers. Dhatu does not manufacture, produce, store, or handle any of the goods listed on the platform. Accordingly, Dhatu's liability is strictly limited in the following ways:

• No Liability for Product Quality & Condition:
  • The responsibility for the quality, freshness, and condition of the perishable goods rests solely with the Farmers who list their products on the platform.
  • Dhatu does not inspect, package, or verify the goods before delivery. Any concerns regarding product quality must be addressed directly with the respective Farmer.
• No Liability for Shipping & Delivery Issues:

  Logistics and delivery services are managed by third-party logistics partners. Dhatu does not assume responsibility for any:

  • Late, failed, or misdelivered shipments.
  • Damage or spoilage occurring during transit.
  • Mishandling of goods by delivery personnel.

  Any disputes related to shipping delays, delivery failures, or damage during transit must be raised with the respective logistics provider, whose details will be available in the order summary.

• No Liability for Misuse of the Platform:
  • Users are responsible for their own decisions and transactions on the Dhatu platform. Dhatu does not guarantee the authenticity, accuracy, or reliability of information provided by Farmers.
  • Users must conduct due diligence before purchasing from any Farmer listed on the platform.
• Exclusion of Indirect & Consequential Damages:

  Dhatu shall not be liable for any indirect, incidental, or consequential damages, including but not limited to:

  • Loss of profits, income, or business opportunities.
  • Health-related issues arising from product consumption.
  • Financial losses due to product returns, exchanges, or rejections.

11.2. User Acknowledgement & Agreement:

By using the Dhatu platform, Users acknowledge and accept that:

• Dhatu serves only as a platform and does not bear any responsibility for the quality, condition, or delivery of products.
• Any disputes regarding product quality must be resolved directly with the Farmer.
• Any disputes regarding shipment delays or damages must be raised directly with the Logistics Provider.
• Dhatu's liability, if any, shall be strictly limited to the amount paid by the User for the disputed order, and only in cases where Dhatu is directly at fault due to technical or operational failures.

This limitation of liability clause is an essential part of the Terms and Conditions and applies to the fullest extent permitted under applicable laws.

12. CONTACTING DHATU FOR SHIPPING ISSUES

12.1. General Shipping Inquiries:

If Users face any issues related to the shipping, delivery, or transit of their orders, they may reach out to Dhatu for assistance. While Dhatu is not directly responsible for shipping, it will facilitate communication between Users and the respective Logistics Providers or Farmers to help resolve concerns.

Users can contact Dhatu through:

• Email: info@microbitech.com
• Phone: 9606989707
• Help Center: FAQs and self-service options available on the platform

12.2. Reporting a Shipping Issue:

For faster resolution, Users must provide:

• Order ID & Transaction Details
• Date & Time of Purchase
• Farmer & Product Details
• Delivery Partner Information (if available)
• Description of the Issue (e.g., delay, damage, non-delivery)
• Photographs or Proof of Damage (if applicable)

12.3. Handling of Shipping Complaints:

• If an order is delayed or lost, Dhatu will assist in escalating the matter to the Logistics Partner for tracking and resolution.
• If an order is damaged during transit, Users must contact the respective Logistics Provider directly. Dhatu will provide necessary contact details but does not assume liability for damaged goods.
• If the product arrives in poor condition (such as rotten or spoiled perishable items), the complaint must be addressed directly to the Farmer, as they are responsible for product quality and storage conditions before shipping.

12.4. Timeframe for Raising Complaints:

Users must report any shipping-related issues within 24 hours of delivery for timely resolution. Complaints raised after this period may not be considered, especially for perishable goods.

12.5. Dhatu's Role in Resolving Shipping Disputes:

Dhatu acts only as a facilitator and will make reasonable efforts to mediate issues between Users, Farmers, and Logistics Providers. However, Dhatu is not responsible for refunds, replacements, or compensation for shipping-related problems unless explicitly stated in a separate policy.