VidCo

Returns & Refunds Policy

VidCo — Cancellations, returns, replacements and refunds

Effective date: 2 August 2026 Last updated: 2 August 2026

Operated by: RAPIDSELL SOLUTION PRIVATE LIMITED

1. Overview

This Returns & Refunds Policy explains how cancellations, returns, replacements and refunds work on the VidCo platform, including the VidCo mobile applications (customer, merchant and delivery-partner apps) and any associated websites (collectively, the "Platform"). It forms part of the Terms of Service. Because VidCo is a marketplace, individual Merchants are the sellers of the products; return eligibility may vary by product category and is described at or before checkout.

2. Order Cancellations

• You may cancel an Order free of charge before it is dispatched, subject to the cancellation window shown for the Order.
• Once an Order has been dispatched, it generally cannot be cancelled; you may instead request a return after delivery where the product is eligible.
• Merchants may cancel an Order where a product is out of stock, mispriced, or cannot be fulfilled; in such cases any amount paid is refunded in full.
• Return Reasons Matrix

3. Eligibility for Returns

To be eligible for a return, unless a longer period is stated for the product:

• the return must be requested within the return window shown for the product (for example, within a stated number of days from delivery);
• the item must be unused, in its original condition, with all tags, labels, accessories, free items and original packaging intact; and
• you must provide proof of purchase and, where requested, images of the item.
• Open Box Delivery

If customer accepts Open Box Delivery:

• visible damage should be reported immediately

• later claims for visible damage may be rejected

4. Damaged, Defective, Wrong or Missing Items

If you receive an item that is damaged, defective, not as described, expired, or different from what you ordered, or if items are missing from your Order, please report it promptly (ideally within 48 hours of delivery) with supporting images. Eligible cases qualify for a free replacement or a full refund, including any delivery charges paid, at your option where available.

• Video Evidence, customers to record:

package opening

damaged goods

missing accessories

videos help investigation but are not always mandatory.

5. Non-Returnable Items

Certain items are non-returnable for reasons of hygiene, safety, perishability or legal restriction, except where they are damaged, defective or wrongly delivered. These may include, depending on the product:

• perishable goods such as fresh food, groceries, bakery and flowers;
• personal-care, hygiene, innerwear and cosmetic items where the seal is broken;
• made-to-order, customised or personalised products;
• digital products, services and vouchers once delivered or redeemed; and
• items expressly marked "non-returnable" on the product page.
• Return Windows by Category

Category Return Window

Fashion 7 days

Footwear 7 days

Baby Products 7 days

Electronics 7 days replacement only unless defective

Grocery Non-returnable (except quality issues)

Beauty Non-returnable (if opened)

Customized Products Non-returnable

Digital Products Non-refundable

6. How to Initiate a Return

1. Go to your Orders in the app and select the item you wish to return or replace.
2. Choose the reason for the return and, where prompted, upload supporting images.
3. Submit the request. You will receive updates on approval and pickup.

Return requests are subject to review and approval based on the eligibility conditions above.

7. Return Pickup and Inspection

Where a return is approved, the item will be picked up from your delivery address or you may be asked to hand it to the Delivery Partner. After the item is received, it will be inspected to confirm it meets the return conditions. If the item does not meet the conditions, the return may be declined and the item returned to you.

8. Refunds

Once a return is approved (or a cancellation is processed), refunds are issued as follows:

Actual credit timelines depend on your bank or payment provider. Delivery charges are refunded only where the return is due to a damaged, defective, wrong or mis-described item, or a Merchant cancellation.

9. Replacements and Exchanges

Where a replacement or exchange is available and selected, it is subject to stock availability. If a replacement cannot be provided, a refund will be issued instead.

10. Digital Products and Services

Digital products, subscriptions and services are generally non-refundable once delivered, activated or redeemed, except where required by applicable law or where the product is faulty or not as described.

11. Roles and Responsibilities

Merchants are responsible for honouring this Policy for their products. VidCo facilitates the returns and refunds process and may, at its discretion and to protect Buyers, mediate disputes and process refunds from amounts held on the Merchant's behalf.

12. Grievances

If you are not satisfied with the handling of a return or refund, contact us at support@vidco.in, or escalate to our Grievance Officer at grievance@vidco.in. We will address complaints within the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

Note: This document is a good-faith drafting template prepared for the VidCo product. It should be reviewed and adapted by qualified legal counsel to reflect the final registered entity, commercial terms and applicable law before publication.