This Returns, Replacement & Refund Policy ("Policy") governs the return, replacement, refund, and cancellation of Products purchased through the Red Sales Platform. This Policy forms an integral part of the Red Sales Terms & Conditions and applies to all purchases made through the Platform. By placing an order, you acknowledge that you have read, understood, and agreed to this Policy.
Red Sales Distribution Pvt. Ltd. ("Red Sales", "Company", "we", "our", or "us") operates as a Business-to-Business (B2B) wholesale distributor and sells Products directly to verified business customers. Red Sales is not an online marketplace.
1. DEFINITIONS
1.1 Company
"Red Sales", "Company", "we", "our", or "us" means Red Sales Distribution Pvt. Ltd.
1.2 Platform
"Platform" means the Red Sales mobile application, website, software, and related digital services operated by Red Sales.
1.3 Customer
"Customer", "you", or "your" means any verified retailer, wholesaler, salon, beauty professional, pharmacy, clinic, distributor, commercial establishment, or other approved business entity purchasing Products from Red Sales.
1.4 Product
"Product" means any item sold by Red Sales through the Platform.
1.5 Return
"Return" means the process of returning an eligible Product to Red Sales for inspection and further resolution.
1.6 Replacement
"Replacement" means the supply of the same Product or an equivalent Product approved by Red Sales.
1.7 Refund
"Refund" means repayment of the amount paid for an approved Product in accordance with this Policy.
1.8 Business Day
"Business Day" means any day excluding Sundays and officially declared public holidays.
1.9 Brand Partner
"Brand Partner" means the manufacturer, importer, distributor, supplier, or authorized representative responsible for the Product.
1.10 Promotional Sale
"Promotional Sale" includes, but is not limited to, live sales, flash sales, trending sales, clearance sales, liquidation sales, festive sales, campaign offers, combo offers, special pricing events, and any other sale or promotional activity conducted by Red Sales.
1.11 Non-Branded Product
"Non-Branded Product" means any Product identified by Red Sales as generic, unbranded, OEM, white-label, locally manufactured, or otherwise sold without a recognized consumer brand.
2. APPLICABILITY
2.1 This Policy applies to all Products purchased directly from Red Sales through the Platform.
2.2 This Policy applies only to verified business customers registered with Red Sales.
2.3 This Policy applies only to deliveries made within India unless otherwise agreed in writing by Red Sales.
2.4 This Policy should be read together with the Red Sales Terms & Conditions, Privacy Policy, Shipping & Delivery Policy, Payment Policy, Wallet Policy, and any Product-specific policies published by Red Sales. In the event of any inconsistency, the Product-specific policy, manufacturer policy, or applicable law shall prevail to the extent of such inconsistency.
3. GENERAL RETURN CONDITIONS
3.1 Returns, replacements, and refunds shall be accepted only in accordance with this Policy.
3.2 Submission of a return request does not automatically entitle the Customer to a replacement or refund. Every request is subject to verification, quality inspection, and approval by Red Sales and, where applicable, the respective Brand Partner.
3.3 Unless otherwise specified, Products must be returned in substantially the same condition in which they were delivered, together with the original packaging, labels, seals, barcodes, accessories, bundled items, promotional items, and invoice.
3.4 Products that have been used, altered, improperly stored, damaged after delivery, repaired by an unauthorized person, or handled negligently shall not be eligible for return, replacement, or refund.
3.5 Replacement shall ordinarily be the primary remedy for approved claims. Refunds shall generally be processed only where:
- Replacement stock is unavailable;
- The Product has been discontinued;
- The Brand Partner authorizes a refund;
- Red Sales determines that a refund is the most appropriate resolution; or
- A refund is otherwise required under applicable law.
3.6 Red Sales reserves the right to reject any return request that does not comply with this Policy.
4. RETURN REQUEST PROCESS
4.1 Customers shall submit a return request through the Red Sales Platform or by contacting Red Sales Customer Support within the applicable return period.
4.2 A return request should include, where applicable:
- Order Number;
- Invoice Number;
- Product Name;
- Quantity;
- Reason for return;
- Clear photographs or videos showing the issue;
- Images of the shipping package;
- Batch number;
- Manufacturing or expiry details, where visible; and
- Any additional information reasonably requested by Red Sales.
4.3 Upon receiving a request, Red Sales may approve the request, request additional information, arrange pickup of the Product, provide return instructions, or reject the request with reasons.
4.4 Approval of a return request or pickup does not constitute approval of a replacement or refund. The final decision shall be made only after completion of the quality inspection process.
5. RETURN ELIGIBILITY
Subject to verification and quality inspection, Products may be eligible for return, replacement, or refund where:
- The Product was damaged during transit;
- The Product is leaking or broken upon delivery;
- An incorrect Product or quantity was delivered;
- The Product seal was tampered with before delivery;
- The Product has a verified manufacturing defect;
- The Product received is materially different from the Product ordered;
- The Product is subject to an approved manufacturer recall; or
- Red Sales otherwise determines that the return request is justified.
Red Sales reserves the right to request additional documents or evidence before approving any return request.
6. RETURNS WITHIN SEVEN (7) DAYS OF DELIVERY
6.1 Eligibility
Customers may request a return within seven (7) calendar days from the date of delivery for eligible reasons specified in this Policy.
6.2 Product Condition
To qualify for return, the Product should:
- Be unused;
- Be in its original packaging;
- Have all original labels, seals, and barcodes intact;
- Include all accessories, bundled Products, promotional items, and complimentary items supplied with the order, where applicable.
Red Sales reserves the right to reject any Product that appears to have been used, altered, damaged after delivery, or improperly stored.
6.3 Verification
All returned Products shall undergo quality inspection before any replacement or refund is approved.
6.4 Resolution
Where a claim is approved, Red Sales may, at its sole discretion, replace the Product, supply an equivalent Product, issue a refund where replacement is unavailable, or provide any other appropriate resolution permitted under applicable law.
7. RETURNS AFTER SEVEN (7) DAYS OF DELIVERY
7.1 Brand Policy
Return, replacement, repair, or warranty requests received after seven (7) calendar days from the date of delivery shall generally be governed by the warranty or after-sales policy of the respective Brand Partner.
7.2 Brand Coordination
Where applicable, Red Sales may assist Customers by coordinating with the respective Brand Partner. However, the final decision regarding replacement, repair, warranty, or refund shall rest solely with the Brand Partner.
7.3 Documentation
Customers may be required to provide the original invoice, Product photographs, batch number, manufacturing and expiry details (where applicable), a Brand complaint reference number (if available), and any additional information reasonably requested by Red Sales or the Brand Partner.
7.4 Out-of-Warranty Products
Products that are no longer covered under the applicable return or warranty period shall not be eligible for return, replacement, or refund unless otherwise approved by Red Sales or required under applicable law.
8. NON-RETURNABLE PRODUCTS
Unless otherwise approved by Red Sales or required under applicable law, the following Products shall not be eligible for return, replacement, or refund:
- Opened or used cosmetic, skincare, haircare, beauty, wellness, or personal care Products;
- Consumable FMCG Products after delivery;
- Products damaged due to improper storage, misuse, negligence, or unauthorized handling after delivery;
- Products with missing labels, barcodes, seals, accessories, or original packaging;
- Products returned after the applicable return period;
- Products specifically marked as "Non-Returnable", "Final Sale", or similar;
- Customized, made-to-order, or special-order Products;
- Complimentary Products, free samples, promotional gifts, or free items supplied with an order;
- Clearance or liquidation stock, unless otherwise expressly stated.
8.1 Promotional Sales
Products purchased during any Promotional Sale, including but not limited to live sales, flash sales, trending sales, festive sales, clearance sales, liquidation sales, special pricing events, combo offers, limited-time offers, mega sale events, or any other promotional campaign conducted by Red Sales, shall not be eligible for return, replacement, or refund solely due to change of mind, customer preference, incorrect Product selection, price difference, promotional pricing, a better offer becoming available later, or any reason not attributable to Red Sales.
This restriction shall not apply where an incorrect Product was delivered, the Product was damaged during transit, the Product has a verified manufacturing defect reported within the applicable return period, or a replacement or refund is otherwise required under applicable law.
8.2 Non-Branded Products
Products identified by Red Sales as generic, unbranded, OEM, white-label, locally manufactured, or Non-Branded Products shall not be eligible for return, replacement, or refund after successful delivery. However, this restriction shall not apply where the Product delivered is different from the Product ordered, the Product was damaged during transit, the Product has a verified manufacturing defect reported within the applicable return period, or a replacement or refund is otherwise required under applicable law.
9. QUALITY INSPECTION
9.1 Inspection Process
All approved return requests shall be subject to inspection by Red Sales and, where applicable, the respective Brand Partner.
9.2 Purpose of Inspection
Quality inspection may include verification of Product condition, original packaging, seal integrity, Product authenticity, batch number, manufacturing or expiry details, signs of use, physical damage, and reported defect.
9.3 Approval
Approval of a return request or pickup shall not constitute approval of a replacement or refund. The final decision shall be made only after completion of the quality inspection.
9.4 Rejection
A return request may be rejected if the Product has been used, tampered with, altered or repaired, improperly stored, damaged after delivery, does not match the Product originally supplied, or does not satisfy this Policy.
9.5 Final Decision
The findings of the quality inspection conducted by Red Sales shall be final and binding, subject to applicable law.
10. REPLACEMENT POLICY
10.1 Primary Resolution
Where a return request is approved, Red Sales shall ordinarily provide a replacement before considering a refund.
10.2 Availability
Replacement shall be subject to Product availability. Where the same Product is unavailable, Red Sales may, at its sole discretion, provide an equivalent Product, issue a refund in accordance with this Policy, or offer another appropriate resolution.
10.3 Replacement Timeline
Approved replacements are generally processed within two (2) Business Days after successful completion of the quality inspection. Actual delivery timelines may vary depending upon Product availability and delivery location.
10.4 Replacement Limitation
Replacement Products shall be covered by the same manufacturer warranty, if any, applicable to the original Product.
11. REFUND POLICY
11.1 Refund Eligibility
Refunds shall generally be issued only where replacement stock is unavailable, the Product has been discontinued, the Brand Partner authorizes a refund, Red Sales determines that a refund is appropriate, or a refund is otherwise required under applicable law.
11.2 Refund Method
Approved refunds may be credited to the original payment method, the Red Sales Wallet, or any other payment method determined by Red Sales in accordance with applicable law.
11.3 Refund Processing
Refunds are generally initiated within two (2) Business Days after successful completion of the quality inspection or approval of the refund request. Actual credit timelines depend upon banks, payment gateways, or financial institutions.
11.4 Non-Refundable Charges
Unless the refund is due to an error attributable to Red Sales, the following may not be refundable: shipping charges, delivery charges, Cash on Delivery charges, convenience fees, payment processing charges, and other service charges, where applicable.
11.5 Currency
All refunds shall be processed in Indian Rupees (INR).
12. ORDER CANCELLATION
12.1 Customer Cancellation
Customers may request cancellation of an order only before the order enters the processing, packing, or dispatch stage. Once an order has been processed, packed, or handed over to a logistics partner, cancellation requests may not be accepted.
12.2 Cancellation by Red Sales
Red Sales reserves the right to cancel any order before dispatch for reasons including, but not limited to, Product unavailability, inventory shortages, pricing errors, payment failure, suspected fraudulent activity, duplicate orders, regulatory or legal restrictions, incorrect Customer information, operational constraints, or Force Majeure Events.
12.3 Refund on Cancellation
Where payment has been received for a cancelled order, Red Sales shall process the applicable refund in accordance with this Policy.
12.4 Cancellation Charges
Where cancellation results from incorrect Customer information, refusal to accept delivery, repeated failed delivery attempts, or any Customer-related reason, Red Sales reserves the right to recover reasonable shipping, handling, administrative, or logistics charges, where permitted by applicable law.
13. RETURN SHIPPING
13.1 Approved Returns
Where a return request is approved due to an error attributable to Red Sales, the Company shall ordinarily arrange pickup of the Product or provide appropriate return shipping instructions at no additional cost to the Customer.
13.2 Customer-Initiated Returns
Where a return request arises from reasons attributable to the Customer and is otherwise accepted by Red Sales, the Customer may be responsible for the applicable return shipping, packing, insurance, or logistics charges.
13.3 Pickup Availability
Return pickup services may not be available at all locations. Where pickup is unavailable, Customers shall securely pack and dispatch the Product in accordance with the instructions provided by Red Sales.
13.4 Risk During Return Transit
Until the returned Product is received and acknowledged by Red Sales or its authorized logistics partner, the Customer shall remain responsible for the Product. Customers are advised to use secure packaging to prevent damage during transit.
14. FRAUDULENT OR INVALID CLAIMS
14.1 Verification
Red Sales reserves the right to investigate any return, replacement, refund, or warranty claim before granting approval.
14.2 Fraudulent Claims
A claim may be rejected where Red Sales reasonably determines that false or misleading information has been provided, photographs or videos have been manipulated, the Product has been intentionally damaged, the Product returned is different from the Product supplied, the Product has been used beyond reasonable inspection, multiple abusive return requests have been made, or fraudulent or dishonest conduct is suspected.
14.3 Action by Red Sales
Where fraudulent activity or abuse of this Policy is identified, Red Sales may, without prejudice to any other rights available under law, reject the claim, recover any losses incurred, suspend or terminate the Customer's account, cancel pending orders, restrict future purchases, reverse promotional benefits or Wallet credits, and initiate appropriate legal proceedings.
15. LIMITATION OF LIABILITY
15.1 General
To the fullest extent permitted by applicable law, Red Sales shall not be liable for any indirect, incidental, consequential, special, or punitive losses arising from any return, replacement, refund, warranty claim, or Product-related dispute.
15.2 Maximum Liability
The total liability of Red Sales under this Policy shall not exceed the amount actually paid by the Customer for the Product giving rise to the claim, except where a higher liability is required under applicable law.
16. POLICY CHANGES
Red Sales reserves the right to amend, modify, update, suspend, or replace this Policy at any time. The revised Policy shall become effective upon publication on the Platform unless otherwise specified. Customers are encouraged to review this Policy periodically. Continued use of the Platform after publication of any revised Policy constitutes acceptance of the updated Policy.
17. CONTACT INFORMATION
Red Sales Distribution Pvt. Ltd.
Thane, Maharashtra – 421302, India
Email: info@redsales.in
Phone: +91 93227 87899
Website: www.redsales.in
18. MISCELLANEOUS
18.1 Governing Law
This Policy shall be governed by and construed in accordance with the laws of the Republic of India.
18.2 Jurisdiction
Subject to applicable law, any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts at Mumbai, Maharashtra.
18.3 Severability
If any provision of this Policy is held to be invalid, unlawful, or unenforceable, the remaining provisions shall continue to remain valid and enforceable.
18.4 No Waiver
Failure by Red Sales to enforce any provision of this Policy shall not constitute a waiver of its rights.
18.5 Entire Policy
This Returns, Replacement & Refund Policy, together with the Red Sales Terms & Conditions and other applicable policies published by Red Sales, constitutes the complete policy governing returns, replacements, refunds, and cancellations.
18.6 Language
This Policy is prepared in the English language. In the event of any inconsistency between translated versions and the English version, the English version shall prevail.
© 2026 Red Sales Distribution Pvt. Ltd. All Rights Reserved.
By purchasing Products through the Red Sales Platform, you acknowledge that you have read, understood, and agreed to this Returns, Replacement & Refund Policy.