Shipping & Return Policy

How shipping and returns work on our platform

We are an online business-to-business marketplace that connects Buyers with independent Sellers. We are not the seller, manufacturer, courier, or logistics provider of any product listed on the platform, and do not stock, pack, ship, or collect any goods. Shipping is arranged directly between the Buyer and the Seller, and the Seller fulfils any return or replacement.

Returns follow one standard set by our platform: every Seller listing on our platform is subject to the same 7-day return and replacement window described in this Policy. A Seller may offer a longer window or more generous terms in writing, but may not offer a shorter one or exclude the cases covered below.

Shipping

Each Seller ships its own goods, using a courier, transporter, or freight partner of its choice. The following are agreed between the Buyer and the Seller before the order is confirmed:

• dispatch time and expected delivery timeline;
• shipping, freight, packaging, and insurance charges (these are not included in the listed product price unless the Seller says so);
• serviceable locations — many Sellers ship pan-India, but coverage differs from Seller to Seller;
• mode of transport and the carrier used;
• tracking details, which the Seller should share once the goods are dispatched; and
• GST invoice and e-way bill, where applicable.

Delivery timelines shown on a listing or quoted in an enquiry are estimates given by the Seller. They are not guaranteed by us and may change with order size, location, and carrier availability.

Receiving your order

We recommend that Buyers inspect the consignment at the time of delivery and, before signing for it:

• check that the packaging is intact and the quantity matches the invoice;
• note any visible damage or shortage on the delivery receipt or the carrier's challan; and
• take photographs or a short video of any damage, including the outer packaging and the shipping label.

Raising a transit damage claim is usually only possible if it is recorded at the time of delivery, so please keep this evidence.

Returns and replacements

A Buyer may request a return or replacement within 7 days of the date of delivery if:

• the goods received are damaged or defective;
• the goods are materially different from the specification, quantity, or sample agreed in the order; or
• the wrong product was delivered.

In these cases the Seller bears the cost of return pick-up and of delivering the replacement. Where the Buyer prefers it and the Seller agrees, a credit note or refund may be given instead of a replacement.

Goods that cannot be returned

A return will not be accepted for:

• custom-made, made-to-order, or specially cut or printed goods, where they match the agreed specification;
• goods that have been used, altered, installed, or damaged after delivery by the Buyer;
• goods returned without their original packaging, accessories, or documents, where these were supplied; and
• perishable goods, and goods that cannot be returned for reasons of safety or hygiene.

A Seller must clearly mark any product it believes falls in these groups on the listing or quotation.

How to raise a return or replacement

• Within 7 days of delivery, contact the Seller using the details on the order, invoice, or enquiry, and share the order or invoice number, photographs or video of the problem, and a short description.
• The Seller should acknowledge the request within 2 business days and confirm the return, replacement, or refund within 5 business days of receiving the evidence.
• Keep the goods and their original packaging unused until the Seller has confirmed the return.
• If the Seller does not respond in time, or refuses a request that falls within this Policy, write to the Grievance Officer (details below) and we will follow up with the Seller.

Where a refund is approved, the Seller pays it to the Buyer through the same payment method used for the order, ordinarily within 7–14 business days of receiving the returned goods. We do not collect or hold payment for goods, so we do not issue refunds for them.

Payments made to us

Refunds and cancellations for paid Services bought from us directly — such as seller memberships, premium listings, and lead packages — are covered separately in our Refund & Cancellation Policy and are not affected by this Policy.

Our role

We are not a party to the transaction between a Buyer and a Seller, and do not guarantee shipping times or the condition of goods in transit, and are not responsible for loss, delay, or damage during shipping. Sellers are required to honour the return standard in this Policy, and we may act against a Seller's account under the Terms and Conditions if it does not. Please read this Policy together with the Delivery Policy and the Terms and Conditions.

If a Seller fails to respond, refuses a return that falls within this Policy, misrepresents a product, or you suspect fraud, report it to the Grievance Officer.

Grievance Officer

Contact Person:

Ankit Pal

Email:

support@eb2bmart.com

Phone:

+91 84486 00358

Address:

Unit No. 457, Aggarwal Metro Height, Plot No. E-5, Netaji Subhash Place, Pitampura, Delhi, 110034

Changes to this policy

We may update this Policy from time to time. The updated Policy takes effect upon being posted on our website.

Contact us

For any questions about this Policy, reach out to us: