FAQs

Shopping

Why are there different prices for the same product? Is it legal?

Purakart is an online marketplace platform that enables independent sellers to sell their products to buyers. The prices are solely decided by the sellers, and Purakart does not interfere in the same. There could be a possibility that the same product is sold by different sellers at different prices. Purakart rightfully fulfils all legal compliances of onboarding multiple sellers on its forum as it is a marketplace platform.

I saw the product at Rs. 1000 but post clicking on the product, there are multiple prices and the size which I want is being sold for Rs. 1600. Why is there a change in price in the product description page?

Purakart is an online marketplace, and multiple sellers could be selling a particular style at different prices as may be set by each such seller respectively. The product price on the listing page of the platform, may not always reflect the lowest price for that particular style. This is because the seller whose price is displayed on the list page is selected based on the application of a number of parameters and price is only one such parameter. However, once you land on the product display page on the platform for a specific style, you will have access to the price offered by all sellers on the platform for the relevant style.

What does the term pre-order mean?

At times, we're able to give you the chance to buy a much-wanted product before it is available in the market. This is when we list the product for pre-order—so you can pre-booked and pay for it in advance. The product will be shipped by the brand/seller/brand soon after the official launch.

Can I cancel a pre ordered item?

You can cancel your order until the seller process it. To cancel your order, visit Order History in the My Account section. However, please check for specific terms and conditions at the time of pre-ordering.

I saw the product at Rs. 1000 but post clicking on the product, there are multiple prices and the size which I want is being sold for Rs. 1200. Why is there a change in price in the product description page?

Purakart is an online marketplace, and multiple sellers could be selling a particular style at different prices as may be set by each such seller respectively. The product price on the listing page of the platform, may not always reflect the lowest price for that particular style. This is because the seller whose price is displayed on the list page is selected based on the application of a number of parameters and price is only one such parameter. However, once you land on the product display page on the platform for a specific style, you will have access to the price offered by all sellers on the platform for the relevant style.

How do I know if a product will fit me?

Please refer to the size guide provided; you can view size specifications and select the right product for you.

Can you notify me once a product is back in stock?

As the inventory is refreshed at intervals, we would suggest that you add the product you want to purchase to your wish list and check in on it from time to time.

What are the modes of delivery available?

We offer 3 delivery modes:
Standard Delivery: Delivered in 3-6 business days.
Express Delivery: Delivered in 1-2 business days.

The delivery options available to you will depend on your PIN code, as well as the product you choose to buy and the brand/brand/seller's policies.

How do I find out if Purakart delivers to my location?

When you enter your PIN code while placing your order, we will instantly be able to tell you if we can deliver to your location.

How do I find out about delivery charges?

Delivery charges, where applicable, will be added to your total at Checkout.

My shipping address and billing address may be different. Will that be a problem?

Not at all. You can choose to have separate shipping and billing addresses. Our team will deliver the order to your shipping address.

Will all brand/seller on Purakart ship to the area I live in?

Whether a brand/seller can ship to your area or not depends on the brand/seller’s capability to service your area through self or partner logistics networks, and legal restrictions, if any. Brand/sellers may choose to not service certain areas based on their business policies or discretion.

Why does the delivery time vary from brand/seller to brand/seller?

The delivery time depends upon the availability of the product purchased, and the handling time for the brand/seller and logistics partner.

Do you deliver internationally?

We don’t deliver internationally at the moment. Right now, you can place your orders from anywhere in the world as long as the shipping address is in India.

Can I request different items from my bag to be delivered separately?

Unfortunately, at the moment we can’t ship different products in the same bag to separate addresses. We hope we can make this happen for you soon.

My schedule is fully booked. Can I choose a specific date and time for delivery?

We always show you the estimated delivery date for all the items in your shopping bag. We advise you to place your order keeping in mind when they will be delivered, and if that works for you. Unfortunately, you can’t choose a specific date and time for delivery on Purakart right now. But soon, maybe.

Can I choose a specific date and time to collect a Purakart order from the store?

We offer a 7-day window within which to collect the product from the store; this starts from the date the product has been made available in-store.

Why is the cash on delivery payment option not available at my location?

The Cash on Delivery payment option is only available if the logistics partner delivering to your location offers the option. You can check if this payment option is available to you at Checkout. Please note that logistics companies also place limits on the amount you can pay through cash on delivery based on the destination, and your order could have exceeded this limit.

How do I place an order?

To place an order, please follow these steps:
1. Select the product you want to buy and check availability and delivery options at your preferred PIN code. If you are buying clothes or shoes please select the desired size.
2. Add products to your bag and then click on the Buy Now button.
3. If this is the first time you are shopping with us, add a delivery address; if you've shopped with us before, select a saved address.
4. Use a preferred payment mode and confirm the order.

How do I find/add/remove products on my ‘wishlist’ through the website?

Hello. You can 'Wishlist' a product on the Web by following these simple steps:
1. Go on the Purakart.com.
2. Open the 'product page' of your favourite product.
3. You will see a heart icon such as this on the top right-hand side of the page.
4. Click on the heart icon and the product gets automatically saved in your 'Wishlist'.
5. Go back on the 'Homepage'.
6. Click on 'My Bag' below and you will find this 'Wishlist' icon on the top right-hand side of the page.
7. Click on the icon and you can now 'Add to Bag' or 'Remove' products of your choice.

Offers & Promotions

How do I find the best deals on Purakart?

We run sales and special promotions across the year. Click here to register and get the best deals on Purakart.

Are there any offers for new customers?

We run sales and special promotions across the year. Click here to register and get the best deals on Purakart.

Do I get any loyalty points for shopping on the Purakart?

We do not have a loyalty programmed at the moment.

How do I redeem a coupon?

Select a product.
2. Enter your PIN code to check for available delivery options.
3. Add the products to your bag and click Buy Now.
4. At Checkout, review your order and select your address.
5. Apply your coupon in the appropriate slot, found on the right on the Payment page.
6. Note your order number and await delivery.

Why am I unable to redeem my coupon?

If you cannot redeem your coupon, please check the terms and conditions provided in the email/on the physical voucher. Certain coupons might not be applicable on certain products/brands/sellers in your bag. Contact us if you need help.

Payments

What are the payments modes available on Purakart?

We support the following payment options at Purakart:

Cash On Delivery (available in selected pin codes)
Credit Card
Debit Card
Net banking
Wallet
UPI

How does the COD payment option work?

While making your purchase, select the Cash on Delivery payment option; you can then pay in cash when our logistics partner delivers your order to you. Please note that this option is only available at select PIN codes.

Purakart's Cash on Delivery option allows you to pay order value at the time of delivery for all orders between Rs. 199 and Rs. 49999. Your existing limits will be revised once; there is a delivery or order rejected against your account, from the new limit implementation logic, if required. To pay for any order using Cash on Delivery (COD) mode of payment, please select the 'Cash on Delivery' option on the payment page. Cash on Delivery option is available only in selected pin codes. However the COD limit may differ from customer to customer depending upon the order rejection percentage from a particular customers registered email id. For avoidance of doubt, 'Order Rejection Percentage' shall mean any undelivered orders which are returned from the address provided by the customer even, after three successful delivery attempts. In event of COD limit breach, your order will be cancelled and you will have to place a new order using Pre-payment options.

Further, the COD limit for any user may get decreased to Rs. 24,999, Rs.1500, Rs.0 basis on order rejection percentage and can be reset to Rs.49,999 basis on Order acceptance percentage and number of prepaid orders placed, post limit decrease.

Why can't I see the COD option on my payment page?

If you do not see a COD option on your payment page, this may be due to one of the following reasons:

Your order value may be less than Rs. 199 or over Rs. 49,999.
Our courier partners may not support the Cash on Delivery option for your delivery address.
You may have placed another order using the COD option which is pending delivery. If the amount of this order when added to your current order exceeds Rs. 49,999, then the COD option will be disabled temporarily.

I got charged for my order, but I haven’t received an order confirmation mail or SMS. What should I do?

On rare occasions, there is a system delay in sending confirmation mails or SMSs. If you do not receive a confirmation from us within 10-15 minutes of placing the order, please Contact us

What is COD limit?

Purakart reserves the right to determine the COD limit for every customer and/or orders. The COD limit includes any undelivered, unpaid orders and any new orders being placed.

I received a message that says payment is pending. What does this mean?

This means that Purakart did not receive a payment confirmation from your bank. In such cases, we try to re-confirm the payment with your bank. If your amount has already been deducted, your order will be confirmed shortly. In case we are not able to confirm your payment, amount will be reversed in your account or card automatically. The amount refunded with reflect in your account within 3-4 working days.

I got a message saying Payment has time out.

Payment Timeouts happen in case we're unable to get a confirmation of the payment from your bank. In such cases, any amount deducted from your bank account or card is automatically refunded. The amount refunded with reflect in your account within 3-4 working days.

How safe is it to use your debit/credit card or make an online payment on Purakart?

All credit/debit card payments on Purakart are processed through secure and trusted payment gateways managed by leading banks. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Purakart are processed in an extremely secure environment.

What steps does Purakart take to prevent card fraud?

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:

When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents.

The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

What is an EMI payment option?

The EMI or Equated Monthly Installment payment option allows you to pay for your orders in easy monthly installments provided you have a card from a partner bank.

How do I know if my order is eligible for an EMI?

If your order is eligible for an EMI purchase, you will see the EMI option, along with a table of EMI providers and their corresponding rates and tenures offered, on the product page. The payment option is available only above a minimum order value which varies from bank to bank. For given order value, only the eligible banks will be displayed under the issuing bank list on the EMI payment page.

How do I make payment using EMI (Credit Card) option?

Add the desired products to your Purakart shopping bag, proceed to checkout, select delivery address and proceed to payment. On payment page, select EMI (Credit Card) under payment options and follow these simple steps:

Select your Credit Card issuing bank you wish to pay from
Select the repayment duration (3, 6, 9, 12, 18 or 24 months). The interest rate, monthly EMI and total interest paid will be displayed.
Enter your Credit Card details
Click ‘Pay Now’.

The order will be confirmed and shipped on successful payment.

Why is sum total of EMI’s more than the order value?

The issuing bank charges interest per EMI transaction. The interest rates are decided by the bank and are displayed at the time of completing the transaction. There is no processing or convenience fees charged on any EMI transactions.

What happens if bank rejects EMI conversion?

Customer needs to pay full amount of transaction to the bank, since EMI facility is at sole discretion of the issuing bank, please contact your card issuing bank.

Why is the transaction amount not converted into EMI in 7 working days?

Conversion of transaction into EMI is at the sole discretion of card issuing bank and can also be rejected in unfortunate circumstances. In case the paid amount is not converted to EMI within 7 days then contact your card issuing bank.

How do I know if the EMI Payment process was successful?

As soon as you make your purchase on Purakart, you will see the full amount charged to your card. It will take the bank a few days the time frame depends from bank to bank to convert this into an EMI.
From your next billing cycle, you will be charged the EMI amount and your credit limit will be reduced by the outstanding amount. For example, if you have made a three-month EMI purchase of RS 25,000 and your credit limit is RS 1,00,000, then your bank will block your credit limit by RS 25,000 and thus your available credit limit after the purchase will only be RS 75,000. As and when you pay your EMI every month, your credit limit will be released accordingly. For any further queries, please contact your bank.

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment still fails, you can use the Cash on Delivery (COD) payment option, if available on the payment page to place your order. If your payment is debited from your account after a payment failure, it will be credited back within 7-10 days, after we receive a confirmation from the bank.

What steps I have to follow to use UPI on Purakart site?

Once you select the product of your interest and progress on to the payment page, select UPI as payment option.
Enter your registered UPI ID.
Verify your UPI ID and proceed to pay now.
You will receive a notification for the chosen UPI app.
Open UPI app and check for the payment request from Purakart.
Authorise your payment request and enter mobile pin or one-time-password. It's simpler, faster, and still as safe.

What happen if I enter wrong UPI-PIN during a transaction?

Your UPI app will prompt you to re-enter the correct UPI-PIN. The maximum number of tries allowed, depends on your bank. Please check with your bank for details.

What happens if I forget my UPI pin?

You will need to re-generate new PIN using your debit card details last six digit of debit card & Expiry date in your UPI app.

Why is my UPI transaction failing?

UPI transaction can fail due to multiple reasons most likely due to connectivity issues to the banking system, incorrect Payment Address entered or wrong UPI PIN entry. If your transaction fails, please try again with different payment method available on Purakart site.

I have paid for my UPI Transaction but not received anything. Why is that?

Once you complete a transaction, you should see a success status on your UPI app like BHIM, PhonePe etc. and receive an SMS from your bank. In some cases due to operator issues it can take longer time. In case you have not received your confirmation within an hour please contact our customer support.

What if my account is debited but the UPI transaction does not go through?

UPI provides real time reversals for declines and amount would be usually transferred back to your account immediately, if you haven’t received the refund, please contact your UPI service provider.

Can I put a stop payment request for fund transferred by UPI?

No, once the payment is initiated, it cannot be stopped.

Will you ever auto-deduct payments from my account for UPI?

We will not auto deduct payments from your account.

My UPI transaction has failed but my bank account has been debited.

In case of failures money will be refunded back to your account. Sometimes this takes longer than intended. If you do not receive the refund within 48 hours, please contact your UPI service provider.

I have changed my mobile number in my phone. Do I need to set up UPI ID again?

On the Purakart site you have to enter your registered VPA ID. In case VPA ID has mobile number, it should be same as the mobile number given during setting up UPI App. If the mobile number has changed, set up UPI again through the corresponding UPI APP. Use the newly created UPI ID for transaction, old UPI ID will become invalid. You can remove your saved UPI IDs through my account section.

How do I delete my UPI ID?

Go to Manage Payments in my Accounts on tatacliq.com or app and select your UPI Account. Tap on remove to deregister your UPI ID.

Orders

When will my order arrive?

Your order will be delivered on or before the estimated delivery date. You may track your order through the Order History section in My Account. You may also track your order through our logistics partners website using the Airway Bill - AWB number provided to you once the product has been shipped.

I want to know where is my package is. How can I track my order?

You can track your order through the Order History section in the My Account section whenever you like. Simply select the order you want to track and check its status.

How can i modify an order that I have already placed?

Unfortunately, you can’t modify an order once it has been placed. However, we understand that you may change your mind. You can cancel an order after you’ve placed it. Make sure you do this before the seller has processed it and place a new order with the correct address. To cancel all or part of your order, visit Order History in the My Account section, select the appropriate order and cancel the products you don’t want anymore.

Can I change the delivery address after I have placed my order?

Yes, you can. However, it must be changed before your order is confirmed. Please note that you will only be able to change the address if our logistics partners can deliver to the revised address.

Is my order confirmed? Where can I find confirmation details?

You’ll get an email and SMS once the seller confirms your order. The email will give you details about your order, including the Order ID, and the information on the products ordered.

All these order statuses are confusing. What do they mean?

Order Confirmed: This means your order has been confirmed and approved by the seller.
Order Placed/Processing: Your order is being processed by the seller and will be shipped right after.
Shipping Commenced: Your order is ready to be shipped to its destination.
In Transit: Your order is on its way – you will get it soon.
Shipment delivered: Your order was delivered to you.
Ready for Pick-up: Your order is ready to be picked up from the store.

Picked-Up: This means that you’ve picked up your order from the store.
Not Picked Up: Looks like you haven’t picked your order up from the store yet.

How quickly can I get my order delivered?

Your order will be delivered on or before the estimated delivery date.

Why is the status on the logistics company website different from status shown in my orders?

The information in Order History is accurate and up to date. Our system is updated in real time; however, on rare occasions, updates from our logistics partner may be delayed. We will always send you an email and SMS notification when there is an update regarding your order.

What if my package is opened /tampered with?

If you feel that your package has been opened/tampered with, please don't accept delivery.

Manage Your Account

Do I need a Purakart account to be able to shop?

Yes. You need an account to be able to shop on Purakart. However, as a member you can enjoy a truly personalized experience without the hassle of entering your details every time you shop from our site. Sign up is very easy, you can shop by simply entering your email ID and mobile no.

How can I create an account?

You can create your account on Purakart by entering and verifying your mobile number. Click on "Create New Account" after that and fill up the form to create your Purakart account.

How do I login on Purakart? I used to login with email, Google/Facebook login.

For older users of Purakart who used to login with email/Google/Facebook, enter your mobile number and OTP, then choose your method of login under "Already have an account?". Once you have entered the details, you will be logged in to your account. Next time onwards, you can use your mobile and OTP for easy login.

Why am I asked for password after entering OTP while trying to login?

Purakart’ s security policy sometimes requires you to enter your password if you have not logged in with OTP for a very long time. This is done to ensure that no one else can access your account after you have discarded your mobile number and it is assigned to someone else as per government policy.

Can I still login with password on Purakart?

You can login with mobile number and password. This works if your mobile number is verified on your account. To login with mobile and password, enter your mobile number and "Continue". On the OTP page, you will find the option to login with password. However, it is highly recommended that you login with OTP for convenience and security.

What if I don't receive an OTP due to poor network connectivity?

If you are not receiving an OTP use the "Login with password" option to login to your Purakart account.

I forgot my password. How do I reset it?

Click on Forgot your Password? Enter your registered email ID or phone number and click Reset Password.

What is an alternate mobile number? Why does Purakart ask for it?

Alternate Mobile Number is another mobile number that can be used to gain access to your account if you loose your login mobile number, for example if you lose your mobile or you just decided to change your number. In such a case, you can enter your login mobile number and alternate mobile number, the OTP will be sent to the alternate mobile number and you will be able to login to your account and change your password and your login mobile number.

Do I need to provide email to create an account on Purakart?

Providing an email is not mandatory to create an account on Purakart. However, we still recommend adding your email to your account as it will allow you to easily reset your password if you need to.

I have given my mobile number in my last order? Can I use that number to log in to Purakart?

Mobile numbers given along with shipping address cannot be used to log in on Purakart. To use a number for login on Purakart, you need to add your number to your profile and verify it with OTP. This can be done under profile section in Account.

What happens if my mobile number is given to someone else by the telecom operator? Is my Purakart account still safe?

Yes, your Purakart account is safe. The other person cannot access your account as he will need to enter your account password. Purakart systems can smartly detect such SIM handovers and ask the user to enter password additionally in such cases. The new user, however, will be able to create a new account with that number.

How can i change my mobile number that I use to login on Purakart?

You can log in to your account and change it from your Profile > Edit Profile.

I do not have my old mobile number. How can I log into my account and change mobile number?

You can update your account details by going to Account Recovery. For that, you will need to enter your old mobile number and go to the OTP page. You will find an option "Get Help" there to recover your account.

Why is my account locked?

Purakart locks accounts for a specified time period or permanently in case there are too many failed login attempts to your account. This is for the security of your account. You should be able to gain access back to your account by resetting your password or call customer care for further help.

Is my personal information kept private?

Yes. We take data protection seriously, and your information will be stored securely on our servers, using the highest standard of protection, and it will only be selectively shared with partners that abide by applicable data protection legislation. To know more about data protection please read our Privacy Policy in full.

How can I change the password for my Purakart account?

To change the password for your Purakart account, follow these simple steps:
1. Log in to your Purakart account
2. Go to My Account › My Profile › Change password
3. Enter your old password
4. Enter your new password
5. Choose Save Changes

Shipping & Delivery

My order is late. What should I do?

Our team works hard to make sure your order reaches you on time, or sooner. However, sometimes bad weather, flight delays, political disruption and other unprecedented issues can delay an order. You can track your order under Order History in the My Account section. We’ll keep you posted about any delays by SMS or email.

I missed my delivery. What happen now?

We’ll send you a notification if you aren’t around for the delivery, so that you can get in touch with us right away. Together we will sort out a delivery time that works for us both. If it doesn’t work out the first time, we’ll try delivering it up to three times to make sure your package is in your hands soon. We know just how important it is to you.

The order status says Delivered. But I have not received my order

We only update the delivery status when an order has successfully been delivered. If you haven’t received the delivery, please raise a complaint with us using support on the website or the My Account section on website.

Can I choose a specific date and time for delivery?

Unfortunately, you can’t choose a specific date and time for delivery on Purakart right now. But soon, maybe.

When will I get my order if it says out for delivery?

When the order status reads Out for Delivery, it means that we’re trying to get it delivered to you on the same day. We’ll also keep you posted via SMS.

Will I be charged a shipping fee?

Purakart charges a nominal shipping fee on certain brands/products, and the fee amount will be highlighted at the time of making the payment.

What should I do if my order is confirmed but has not been shipped yet?

Our brand partners usually ship the product within 2 business days once the order is placed, so that it reaches you in time. In case your order hasn't been shipped within this time, please raise a complaint with us using Purakart care link on the website or the My Account section on website.

Can I accept the shipment after opening and checking the contents inside?

This is not possible as per our policy. However, once you accept the order, you can return it or get in touch with us in case you have any concerns.

My order has reached the nearest delivery hub, but is not it out for delivery yet. Why?

You can rest assured that our logistics partner will make sure that your order reaches you by the delivery date. You'll receive an SMS once your shipment is out for delivery.

Why can’t I track my order even though it has been shipped?

Our logistics partners usually take up to 24-48 hours to activate the tracking code for an order once it's shipped. Please check back in a while.

How will my order be delivered?

All orders are shipped by brands/sellers, through logistics companies, who will deliver your order to your doorstep. If you have opted for the QUiQ Pik option, you can also collect your order from the store.

I paid for express delivery. But my order did not reach in the promised time. Now what?

We will refund the charges, if applied, to your back account.

Can products from different brand s/seller to be delivered together?

No. Our brand/seller partners may be located in different locations. Since we want your order to reach you at the earliest, we ship them separately.

What happens if my order remains undelivered?

We will attempt delivery multiple times. If your order remains undelivered, we will initiate a refund.

I got a call from logistics partner asking me to collect my order. What should I do?

This happens only in cases where the PIN code is out of the delivery network area. Please do collect your order if you can. If this isn't possible, the order will be cancelled and we will initiate a full refund.

Will the logistics partner call me before delivering my order?

Yes. However you will receive an SMS alerting you that your order is out for delivery. You can also track your order under My Account section on website.

I was asked to pay an excess amount by the logistics company. What should I do?

If you are being asked to pay more than the COD amount on your invoice, please don't accept the order. We will investigate the matter and either deliver your order again, or issue a full refund.

Do I get option to check the content of package before accepting the delivery?

Sorry, but we don’t have open delivery option. Please Contact us in case you face any issue after accepting the package

Can I pay by card upon delivery?

Yes you can, as long as this facility is provided by our logistics partner at your PIN code.

Cancellation

How can I cancel my order?

You can cancel your order before it has been processed by the brand/seller. We'll refund the full amount you've paid for such a cancellation. Here's how to cancel your order:

Log in to your account and go to My Account
Select the appropriate order from Recent Orders
Click on ‘Cancel Order’ for the items you want to cancel, individually
Select the reason and confirm the cancellation

Once you're done, we'll send you an acknowledgement of the cancellation. Remember, you won’t be able to cancel an order after it has been processed by the brand/seller.

When can I cancel my order?

Make sure you cancel your order before it has been processed by the brand/seller. That's the only way we can refund the full amount you've spent.

Can I cancel only part of my order?

Yes you can. You can individually cancel products in your bag before your order is processed by the brand/seller. Go to Order History in the My Account section to cancel products.

Why do I see a disabled cancel link?

That means the products from your order have already been shipped and you can't make any cancellations now.

How will I get my refund when I cancel an order?

Once your order has been cancelled, it will take 3-4 business days for your refund to be processed and the amount to be transferred back to the source account. In the case of certain public sector banks, it can take up to 10-15 working days.

Will I get the complete refund for the order I have cancelled?

Yes. We'll refund the entire amount for a cancelled order.

What should I do if I don’t get my refund in the promised time?

We work quickly to make sure your refund gets to you on time. On the off-chance that it's been delayed, please raise a complaint with us using Purakart care link on the website or the My Account section on website.

This is not what I ordered. How do I replace it?

If your order or a part of it does not match the product description, we'll look into it right away. You can initiate a return request though My Orders in the My Account section.

Why my order cancelled by Purakart?

Sometimes our sellers cancel orders for various reasons – the product could be out-of-stock, of unacceptable quality, etc. Once an order has been cancelled, the refund will be processed immediately. In all it will take 3-4 business days for your refund to be processed and the amount to be transferred back to the source account. In the case of certain public sector banks, it can take up to 10-15 working days.

Returns & Refunds

What is Purakart's Return and Exchange Policy? How does it work?

You can return products purchased from Purakart within the specified return/exchange period (check product details page for the same), except for our non-returnable products and high-value products which can only be returned for limited number of days.

Create a 'Return Request' under “My Orders” section of Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode
We offer pick-up facility in selected locations basis our courier serviceability.
If reverse pick-up option is not available at your location you can self-ship the product to us

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact. Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.

Self-ship: In case your area pincode is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk. Please pack the product and ensure product is unused, unwashed and all the tags are intact .Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns desk closest to you. We have listed out the addresses of the Returns desk in another section on this page.

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on Website/Msite.

How can I initiate a return?

Go to Order History and select the items you want to return.
Click on the Return option below the item.
Select your reason for returning the item and confirm your return request.

You will have to share your order number the one from your confirmation email or SMS with us, along with the reason for your return. Note that in some cases, we might not find the reason for returns acceptable because of seller policies; in such cases, we will call and advice you on next steps.

What is the time period within which I can return a product?

You can return any products that are eligible for returns within 15 days of delivery. Please do note there are some items that are not returnable or exchangeable.

When are returns not possible?

Returns are not possible in cases where the brand/seller has mandated a no return policy, or for hygiene reasons. Also, we cannot accept returns after return timeline has lapsed.
If you’ve shopped on Purakart, here are some products we can’t take back at all:

Innerwear, lingerie, socks, clothing freebies and swimsuits, for hygiene reasons
Perfumes, personal and beauty care products, as mandated by the seller
Products that have already been used or installed, as mandated by the seller
Products that have been tampered with or are missing serial numbers, as mandated by the seller
Personalized/engraved items, as mandated by the seller.

For complete details please refer to our Returns Policy here .

How should I pack my product for the return?

Enclose the products, in original condition and packaging, along with the original box, as part of the return package. Remember, we can’t offer refunds for products if their tags labels or seals have been tampered with – so be extra careful. Also, in case of self-couriered returns, email us proof of dispatch the slip/air waybill provided by the logistics company at pod@purakart.com. To find out all you need to know about returns, refer to our Returns Policy

Can I get a replacement for the product I have ordered?

Unfortunately, we can’t replace products that you’ve already ordered. Instead, you can request a return and place a separate order for the new products you want to order.

Can I return a part of my order?

Yes you can. Just select the products you want to return and initiate the return right away. You should know that we can’t accept returns of incomplete product combos for example: Buy one get one free combos, free gifts, etc

When I am returning a product, do I have to return the free gift that I got with it as well?

Yes. Any freebies/gifts that you received will need to be returned along with the original product.

The free gift I have received is damaged/defective. What should I do?

Please get in touch with us and we will resolve it for you. Please raise a complaint with us using Purakart care link on the website.

What is the pick-up process for the return of a product?

Once you’ve made a return request with us, a pick-up will be arranged in 3 working days, in the case of apparel and accessories. In the case of electronics products, a pick-up will be initiated after the return request has been approved.

Can I cancel my return request and choose to keep the product?

Yes it is possible. To cancel your return request, please visit 'My Account' section.

How do I track the status of a product I have returned?

Once the return request is approved, you will receive a SMS notification that contains the airway bill number. You can use it to track your return on our logistics partner's website

I have received my order, but I can’t see an option to initiate returns. What should I do?

It may take our logistics partner some time to update the delivery status online. Please allow 48 hours for the delivery status to be updated. You can then place your return request.

Why has my return request been rejected?

It's unfortunate, but the reason for making the return does not comply with our policy.

This is not what I ordered. How do I replace it?

If your order or a part of it does not match the product description, we'll look into it right away. You can initiate a return request through Order History in the My Account section.

What is the mode of payment for returns?

All refunds are credited back to the account/card used to place the original order in case of prepaid orders. If you have placed a COD order, we will transfer the money via NEFT to your bank account.

What details do you need to wire-transfer to the refunded amount?

Please send the details below to Refunds@tatacliq.com.

Name
Bank Name
Branch Name
Account Number
IFSC Code

Refunds cannot be processed to third-party accounts. This means that the name on your Purakart account and your bank account must match. So make sure you give us the right bank account details.

How will I know that my refund has been initiated?

You’ll never have to ask. We’ll send you an SMS and email confirming the initiation of your refund. Your refund should reach you within 3-4 working days.

I still haven’t got my refund. Why?

If we’ve sent you a confirmation on the approval of your refund, you will definitely get your refund. However, in rare cases, we face technical difficulties that can delay refund transfers. If the wait seems too long, Contact us for support.

Will the shipping charges get refunded to me in case I cancel my order?

If an order is cancelled/lost in transit/undeliverable, we shall refund the full amount [inclusive of shipping charges] to you in case of prepaid orders.

Will the shipping charges get refunded to me in case I return my order?

If the order has been returned unfortunately we will not be able to refund the shipping charges to you.

General Questions

I have not received an invoice for my order. What should I do?

You will receive a copy of your invoice with your order. You can also visit My Orders in the My Account section to find a copy of your invoice.

How do I find invoices for past orders?

Visit My Orders in the My Account section and then scroll to choose the order for which you'd like the invoice. Click on the 'Request Invoice' option. Your invoice will be emailed to you.

How do I know if my Purakart product is genuine?

We have tie-ups with brands and authorized re-sellers to ensure that the products that are shipped to you are authentic.

What is GST?

GST is a single tax on the supply of goods and services that is levied on every value addition ie., through production and services, and is added to a product's sale price. GST has to borne/paid for by the ultimate consumer of the product or service. If your order is fulfilled on or after July 1st 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.

Will I get full refund? Or do you deduct taxes?

We offer a full refund. If you return a product, the applicable GST will also be refunded. However, Shipping charges, if applicable, will be deducted from your total refund when you return a product.

I want to become a seller on Purakart. Who do I get in touch with?

That's good to hear. Please write us to at sellersupport@purakart.com.

I am not happy with the resolution provided by Purakart care. What can I do?

We always strive to resolve issues for the best possible outcome, however, if you're not happy, please write to us at csmanagement@purakart.com with complaint id/ticket number in subject line.

Try and Buy

What is Try and Buy Service?

This service entitles you to try-out your purchases at the time of delivery, pay only for what you like and return the rest on-the-spot. Try and Buy service is a paid service, available on selected products and in 10 Cities, you can enter pin code on product page to check service availability. Soon this service will be started in other cities as well. Try and Buy is only available on orders containing <=3 items in cart. To avail this service min. order value should be Rs.1199 and above. To avail the service, please ensure that you tick the 'Try and Buy' box on check-out page and choose delivery address where you are comfortable trying product. Terms of service may differ for a new customer.

Try and buy will not be available during big sale days; We will re-offer the service, post such events.

How can I avail Try and Buy on my order?

To avail Try and Buy facility on the order, please follow below steps:

Choose the fashion products you love and add it to bag.
At check-out page, tick the box to avail ‘Try and Buy’.
Scroll down on check-out page to see Try and Buy applicability at item level.
Place your order like you normally do, using Prepaid payment options

How will refund of Try and Buy orders be processed?

Refund will be processed, once product reaches Warehouse, a message will be sent immediately to your registered contact number and money will reflect within 7-10 days in the source account. However, Try and Buy charges (if any) is non-refundable.

Will I get a Cash on Delivery payment option for Try and buy order?

Yes, only for those customers who are placing their first order from our Purakart app or for all those orders where there are no other convenience fees applicable.

What if I can’t try the product instantly, will you make another attempt to deliver?

We request you to choose the delivery address where you are comfortable trying. However, in case you are not available to try product at the time of delivery, we will make 2 more attempts to deliver your order. Please specify to the representative when you would next be available to accept the shipment; we will try our best to make our next attempt as per your reschedule request. If you don’t want to or can’t avail, Try and Buy service at the time of delivery, then you can keep the packet and avail return & exchange policy under which, you can return / exchange (Exchange is possible only, if area pin code is serviceable) under that policy.

Will return & exchange policy be available on Try and Buy orders?

Yes, you can avail return & exchange policy even, if you have accepted the Try and Buy order. Return & exchange policy rules will apply

Will I get a chance to choose delivery date and time for Try and Buy orders?

While we don’t allow you to choose exact delivery date & time at the time of check-out, we will give an estimate on date of delivery at the time of placing the order. On the day of delivery, we will send you an ‘out for delivery’ message in the morning and our delivery associate will call you 30-45 minutes before coming to deliver the shipment.

Alterations

How does the alteration work?

Purakart is offering this alteration service to you “free of cost” as a limited time offering. After a Purakart product is delivered to you, you can choose to get your product altered by raising a request. While requesting for alteration, you choose a convenient pick-up slot as per your availability. Our tailor partner will arrive to pick up the product at the time scheduled by you and take your measurements. After altering the product at the workshop, the tailor partner will bring the altered product back to your doorstep

When can I place an alteration request?

After an item has been delivered to you, you can request for an alteration within thirty (30) days of receipt of the same.

How will my measurements be taken?

Purakart’s tailor partner will come to pick up the product. At the time of pickup, the tailor will take the measurements.

Can I schedule the pickup of the product for alteration?

Yes, you can schedule the pickup of the product as per your convenience.

Do I have to pay for the alteration service?

Alteration is a free service offering by Purakart for the products bought by you on Purakart, it is a part of a limited time offering.

How many days would alteration take?

Once the product is picked up from you, the product will be altered and delivered within 3 days. If you are unable to accept delivery of the product, our tailor partner will get in touch with you to attempt re-delivery.

Can I give products bought elsewhere to be altered?

No, only products bought on Purakart are eligible for alteration.

Do I need to have the original brand tags for requesting for an alteration?

No, brand tags are not necessary for requesting for an alteration. However, do understand that once you have placed an alteration request and alterations are made, the product shall be non-returnable.

Do I need to be available at the time of pickup and delivery?

Yes. You should be available at the time of pickup as measurements will be taken by our tailor partner at the time of pick-up. You can schedule the pickup as per your availability and convenience. Delivery of the altered product can be accepted by you or someone else on your behalf.

Till when can I place the alteration request?

Alteration request can be placed till thirty (30) days after delivery.

I am not seeing the option to place the alteration request?

This alteration service is currently available in certain areas and for specific products. We're constantly adding more areas and products.

Which styles are supported for alteration?

We currently support alteration for Jeans, Trousers, Kurtas and Kurtis.

Can I place a return or exchange request after the product has been altered?

Return or exchange request, cannot be placed once a product has been altered.

If I am unhappy with the alteration done, what is the resolution?

You can contact Purakart’s customer support for resolution.

Can I place a re-alteration request after the altered product is delivered?

Request for re-alteration cannot be placed after delivery of the altered product.

GST

I am being charged GST amount on my order. What is GST?

GST is a single tax on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product's sale price. GST has to borne/paid by the ultimate consumer of the product or service. If your order is fulfilled on or after July 1st 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.

How is the GST amount decided?

Following rules will govern whether or not additional GST will be applicable on the products purchased by you:

1) GST applicability:

(a) For a product,

(i) if the fulfillment is done on or after July 1st, 2017 and

(ii) if the order is placed before 15th November, 2019, and,

(iii) total discount percentage is more than 19% of MRP,

then GST may be collected from customer in addition to product price, post discounts. The discounts include those resulting from special offers such as Buy 1 Get 1 and similar offers.

(b) For a product, if the order is placed on or after 15th November 2019, the discounted prices displayed on Purakart platform shall be inclusive of all taxes, including GST.

2) GST amount: If applicable, the amount of GST collected from customer depends on category, for example

(i) Apparel/Clothing: Max 12%

(ii) Footwear: Max 18%

(iii) Home Furnishing: Max. 28%

(iv) Accessories/Other Categories: Max 28%

3) On and from 15th November, 2019, the discounted prices displayed on the Purakart platform shall be inclusive of all taxes.

If I return/cancel the purchased product will the GST/VAT amount charged be refunded?

Yes. If you return the product the applicable GST/VAT amount will also be refunded into the source account selected at the time of return initiation. However no refunds of GST/VAT shall be made in relation to platform handling fee collected from the consumer under Purakart shipping policy.

FAQ's