This document explains how returns, refunds, and associated costs are handled between Ornamart and its sellers. Please read this carefully — understanding these terms will help you manage your business on the platform effectively.
1. Why Ornamart Handles Customer Refunds
As an e-commerce platform, Ornamart is the entity the customer transacts with. When a customer pays, they pay Ornamart (via Razorpay). When a refund is due, the customer expects Ornamart to issue it — they do not deal directly with your bank account.
Under RBI-linked guidelines and the Consumer Protection (E-Commerce) Rules, Ornamart must process all eligible refunds to customers within a reasonable timeframe, typically 7–14 business days from approval.
This means:
Ornamart pays the customer the refund amount directly (via Razorpay, wallet, etc.).
Ornamart then recovers the applicable costs from you via a deduction from your payout/settlement.
You are never asked to transfer money back to Ornamart by a separate bank transfer. All adjustments happen through your payout.
2. When a Refund or Return Is Triggered
A refund or return is initiated only in the following cases (as per our Return, Refund & Exchange Policy):
- Item damaged or broken on delivery
- Wrong item, colour, or quantity delivered
- Item materially not matching the listing description or images
- Item lost in transit
Refunds are not issued for change of mind, size/colour preference, or personal dislike. This protects you from frivolous returns.
3. What Costs the Seller Bears
When a valid return or refund is approved, the following costs are deducted from your payout:
3.1 Product Value
The full refund amount paid to the customer is treated as a seller loss. This is the price the customer paid for the product.
3.2 Forward Shipping
The shipping cost charged for delivering the item to the customer is also deducted from your payout.
Note on delivery charges: Ornamart may add a service margin to the delivery charge during cost calculations. This margin is Ornamart's fee for managing shipping logistics and is not refunded or deducted from your payout in refund scenarios — it is Ornamart's cost to manage.
3.3 Reverse Shipping
If the item needs to be returned to you (reverse pickup), Ornamart arranges and initially funds the reverse shipping through our courier partner. This cost is then deducted from your payout.
You have a choice:
Option A — Get the item back
Ornamart arranges reverse pickup. Reverse shipping cost is deducted from your payout.
Option B — Let the customer keep the item
No reverse shipping cost. Only the product value (and forward shipping) is deducted. This is often the better option for low-value items.
Ornamart will communicate with you to confirm your preference before arranging a reverse pickup.
4. Summary of Cost Responsibility
| Cost | Who Bears It |
|---|
| Product value (refund amount) |
Seller — deducted from payout |
| Forward shipping cost |
Seller — deducted from payout |
| Reverse shipping cost (if item returned) |
Seller — deducted from payout |
| Customer-facing refund payment (via Razorpay) |
Ornamart pays first, then recovers from seller payout |
5. What Ornamart Bears (Not Deducted from Seller)
The following costs are Ornamart's responsibility and are not deducted from your payout:
- Goodwill refunds / credits: If Ornamart refunds or credits a customer due to a logistics delay or app error on our side, and the product itself is fine, that cost is borne entirely by Ornamart.
- Platform-run promo cashbacks / coupons: Any discount or coupon funded by Ornamart (not by you) is 100% Ornamart's cost. If you did not offer the discount, you do not bear it.
- Forward shipping subsidies: If Ornamart runs a "free shipping" campaign and covers part of the forward freight beyond what you already pay, that additional subsidy is Ornamart's cost.
6. How Deductions Appear in Your Payout
All deductions are reflected in your settlement statement. You will see:
- Order value credited
- Ornamart platform fee / commission deducted
- Shipping charges deducted
- Any refund-related deductions (product value, forward shipping, reverse shipping) clearly itemised
You will receive a notification when a refund deduction is applied to your account.
7. Dispute Process
If you believe a refund deduction was applied incorrectly:
- Contact Ornamart support at support@ornamart.in within 7 days of the deduction.
- Provide the order ID and your reason for disputing the deduction.
- Ornamart will review and respond within 5 business days.
8. Tips to Minimise Returns
- Use accurate, high-quality photos that represent the actual product.
- Write clear descriptions including material, dimensions, and any variations.
- Package items securely to prevent transit damage.
- Fulfil orders with the correct item, colour, and quantity as ordered.
- Keep your listings updated — remove out-of-stock items promptly.
9. Contact Us