At CityMall, customer satisfaction is our top priority. We are committed to delivering a seamless shopping experience and ensuring that every product you receive meets your expectations. We strongly recommend that you inspect your package immediately upon delivery to confirm that the items are in good condition and as per your requirements.
By purchasing products through the CityMall platform, you agree to be bound by this Return and Refund Policy and the applicable Terms and Conditions ("Terms"), which constitute a legally binding contract between you and Rashanbox Retail Private Limited ("Citymall" or "we") under Section 8 of the Indian Contract Act, 1872, read with Section 10A of the Information Technology Act, 2000.
This Policy forms an integral part of the Company's Terms of Use and governs all return, replacement, and refund requests made through the CityMall mobile application or any other digital interface operated by the Company. Customers are advised to carefully review this Policy before placing an order.
If you wish to return a product, please raise a refund or return request through the CityMall mobile application within the applicable return period. Our team will guide you through the process and arrange for the pickup of the product from your address.
Once the returned product is received and successfully verified, the refund will be processed, and you will be notified accordingly. Please note that the refund transfer may take up to 07 business days from the date of approval or pickup, depending on your bank or payment service provider.
By accessing, browsing, or making a purchase on the platform, you acknowledge that you have read, understood, and agreed to comply with the terms set out herein.
Products purchased through CityMall are eligible for return solely as indicated on the applicable product detail page. Each product shall be expressly designated as either "Returnable" or "Non-Returnable" on its product detail page within the CityMall application. In the absence of any such designation, the product shall be deemed Non-Returnable by default.
Each returnable product is subject to a category-specific return window, as expressly indicated on the applicable product detail page within the CityMall application. In the absence of any stated return period on the product detail page, the product shall be deemed Non-Returnable by default.
A return request will be accepted only if:
Customers can initiate a return or refund request through the CityMall application by following these steps:
Orders → All Orders → Select Order → Return
Customers must provide accurate return reasons and upload relevant images for verification.
Returns will be processed only after a thorough verification of the returned product by CityMall's quality control team. The product must not show any signs of damage caused while in the customer's possession and must match the exact item that was originally shipped. Additionally, the product must be returned in its original condition, along with all accessories, tags, user manuals, warranty cards, and original packaging materials.
Any return found to be incomplete, altered, used, or damaged due to customer handling may be rejected, and CityMall reserves the right to refuse the refund or replacement in such cases.
CityMall will make a reasonable number of attempts to collect the return shipment from the customer's address. If the pickup fails due to customer unavailability, incorrect address details, or refusal to hand over the product, the return request may be cancelled.
Refund timelines are subject to the processing schedules of banks and payment partners.
CityMall shall not be liable for delays or failure in processing returns or refunds due to events beyond its reasonable control, including but not limited to natural disasters, strikes, government restrictions, logistics disruptions, or technical failures.
Products expressly designated as "Non-Returnable" on the CityMall platform, or bearing no return designation, shall not be eligible for return under any ordinary circumstances. Notwithstanding the foregoing, in the event that such a product is delivered in a damaged, defective, or incorrect condition, CityMall reserves the right, at its sole discretion, to offer a refund upon completion of a verification process deemed necessary by CityMall.
To be eligible for such consideration, the Customer must report the issue within three (3) days from the date of delivery by submitting a request through the CityMall application, accompanied by clear photographic evidence of the product, its packaging, and the identified defect or discrepancy. Failure to report within the prescribed timeframe, or failure to furnish adequate supporting evidence, shall render the Customer ineligible for a refund, and CityMall reserves the right to reject such request accordingly.
CityMall reserves the right to warn, suspend, or block customer accounts that misuse the return policy through excessive returns, cancellations, or refusal of deliveries.
Any provisions of this Return and Refund Policy which, by their nature, are intended to survive the completion of a transaction, termination of a user's account, or cessation of use of the CityMall platform shall continue to remain in effect. This includes, without limitation, clauses relating to dispute resolution, governing law and misuse of the return policy. The completion, cancellation, or termination of an order shall not affect any rights, obligations, or liabilities that have accrued prior to such completion, cancellation, or termination.
The Company reserves the right to amend, modify, or update this Policy at any time by publishing the revised version on the platform, and your continued use of the services after such updates shall be deemed as acceptance of the modified Policy.
For any queries related to returns or refunds, customers may contact CityMall's support team via in-app support or email at support@citymall.live