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Overview

Refund & Returns Policy (Welligo)

Effective Date: February 1, 2026

At Welligo, we operate primarily from Pithoragarh to bring you quality products. Because we offer Cash on Delivery (COD), our return process is strictly governed by the following terms to ensure business sustainability.

1. “No-Questions-Asked” Return Restriction

Unlike large marketplaces, Welligo does not offer a “no-questions-asked” return policy. Returns are only accepted if:

• The product is physically damaged upon arrival.
• The product is defective or non-functional.
• The wrong item was delivered.
• Note: Returns based on “change of mind” or “product not as expected” (despite matching descriptions) are not entertained.

2. Mandatory Unboxing Video Requirement

To protect Welligo against fraudulent claims, users must record a continuous unboxing video starting from the sealed package to the discovery of the defect.

• Claims without a clear, unedited unboxing video will be automatically rejected.
• Issues must be reported within 24 hours of delivery via [WhatsApp: 9456717288].

3. COD Refund Process (Bank Transfers Only)

Since the payment was made in cash to a third-party courier, Welligo does not provide “Cash Refunds.”

• Refunds will only be processed via Bank Transfer (NEFT/IMPS) or UPI.
• The user must provide a cancelled cheque or bank details matching the name on the order.
• Refunds will be initiated only after the product reaches our Pithoragarh warehouse and passes a quality check.

4. Non-Returnable Categories

For hygiene and logistical reasons, the following items are strictly Non-Returnable:

• Consumables, Food items, or Health supplements.
• Innerwear or Personal care products.
• Items sold during “Flash Sales” or under “Clearance.”
• Any item missing the original packaging, tags, or MRP labels.

5. Return Shipping & Restocking Fees

• Defective/Wrong Items: Welligo will bear the return shipping cost.
• Discretionary Returns: If Welligo agrees to a return as a goodwill gesture, the Reverse Shipping Cost and a 10% Restocking Fee will be deducted from the refund amount.

6. Doorstep Refusal Policy (COD Abuse)

Refusing a COD order at the doorstep without a valid reason (e.g., damaged outer box) causes significant logistical loss to Welligo.

• Users who refuse more than two (2) COD orders will be permanently blacklisted from the Welligo platform.
• Welligo reserves the right to charge a “Shipping Recovery Fee” on future orders for such users.

7. Limitation of Liability

Welligo’s maximum liability for any order is limited to the invoice value of the product purchased. We are not liable for any indirect losses or emotional distress claims arising from delayed deliveries or product issues.

8. Finality of Decision

The decision of Welligo’s Quality Control (QC) team regarding the state of a returned product and eligibility for a refund shall be final and binding.

9. Order Cancellation Policy (Strict Seller Protection)

To minimize logistical losses and RTO (Return to Origin) costs for Welligo’s Pithoragarh operations, the following cancellation terms apply:

• Cancellation Window: Orders can only be cancelled within 2 hours of placement or until they are marked as “Dispatched,” whichever is earlier. Once an order is processed for shipping, cancellation is not permitted.
• Verification Call: For all COD orders, Welligo reserves the right to perform a verification call/message. If the user is unreachable or cannot confirm the order within 24 hours, Welligo may unilaterally cancel the order to prevent potential loss.
• Unilateral Cancellation by Welligo: We reserve the absolute right to cancel any order without prior notice due to:
  • Inaccurate or incomplete delivery address.
  • Suspected fraudulent activity or history of COD abuse (multiple past doorstep refusals).
  • Product unavailability or stock discrepancies.
• No Cancellation Charges for Users: Welligo does not charge a “cancellation fee” for user-initiated cancellations within the valid window.
• Doorstep Refusal Penalty: While users may refuse a package at the door, doing so without a valid “damaged package” claim will lead to the suspension of the COD facility for that user’s future orders. 

10. Shipping & Delivery Policy (Logistics Management)

As a business operated from the hilly regions of Pithoragarh, Uttarakhand, Welligo has unique logistical considerations. By placing an order, you agree to the following delivery terms:

• Order Processing Time: All orders are processed within 1–3 business days. Orders placed on Sundays or public holidays will be processed on the next working day.
• Estimated Delivery Timelines:
  • Local (Pithoragarh): 2–4 business days.
  • Local (Uttarakhand): 5–7 business days
  • Rest of India: 8–12 business days, depending on the distance and accessibility.
• Mountainous Terrain & Natural Delays: Due to the geographical location of our warehouse, delivery may be occasionally delayed by up to an additional 3–5 days due to landslides, heavy rainfall, or blockages in hilly transit routes. Welligo shall not be liable for any losses arising from such environmental delays.
• Shipping Charges: Shipping fees are calculated based on the weight and destination. These will be clearly displayed at the final checkout stage before you confirm your order.
• Tracking: Once dispatched, a tracking link will be sent via SMS/WhatsApp. It is the user’s responsibility to track the package and be available for delivery.
• Non-Serviceable Areas: If your pin code is not serviceable by our courier partners, we will notify you and cancel the order within 48 hours.
• Force Majeure: Welligo is not responsible for delivery failures caused by “Acts of God” (earthquakes, floods), strikes, or government-imposed restrictions. 

11. COD Abuse & Shipping Recovery Clause

To protect our small business from the high costs of Return-to-Origin (RTO), Welligo implements a strict policy against the misuse of the Cash on Delivery facility:

• Definition of COD Abuse: This includes, but is not limited to, providing a fake address, refusing a package at the doorstep for reasons other than damage, or placing multiple orders with the intent to only keep one.
• Blacklisting Policy: Any user who refuses a verified COD order at the time of delivery will have their COD privilege permanently revoked. Future orders from such accounts will only be processed if Welligo moves to a “Pre-paid Only” model.
• Shipping Recovery Fee: Welligo reserves the right to recover the two-way shipping costs (Forward + Reverse) incurred on an abused COD order. We may block the user’s phone number and device ID from the Welligo App and Website until the logistical loss is compensated.
• Pre-dispatch Verification: For users with a history of high returns or those ordering from “high-risk” zones, Welligo may require a nominal “Shipping Commitment Fee” via UPI before the order is dispatched. This fee is non-refundable if the order is refused at the doorstep.
• Legal Action for Fraud: In cases of bulk fake orders or systematic harassment of our delivery partners, Welligo Enterprise (OPC) Pvt Ltd reserves the right to report the user to the Cyber Cell and initiate recovery proceedings under the jurisdiction of Pithoragarh, Uttarakhand.

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