Cancellation & Return Policy

1. Overview

This policy covers cancellations, returns, and refunds for orders placed in the Samplr store. Product samples dispatched as part of a sampling campaign are governed by separate campaign terms and are generally non-returnable.

Nothing in this policy limits or excludes your statutory rights under the Consumer Protection Act 2019, the Consumer Protection (E-Commerce) Rules 2020, or any other applicable Indian law. You retain the right to approach the appropriate Consumer Disputes Redressal Commission at any time.

2. Order Cancellations

You may request a cancellation of a store order under the following conditions:

• • Cancellations are accepted any time before a Dispatch Confirmation is sent, provided the order has not yet been packed or dispatched.
• • If the order has already been dispatched, it cannot be cancelled. You may initiate a return after delivery instead.
• • Cancellations on COD orders can be requested by contacting support before dispatch.

To cancel an order, log in to your account and navigate to Order History, or email hello@samplr.in with your order number. If payment was made, a full refund will be processed within 3–5 business days to your original payment method.

3. Returns — Eligibility

We accept returns within 7 days of delivery in the following cases:

• • The product received is damaged or defective.
• • You received a wrong product (different from what you ordered).
• • The product is expired at the time of delivery.

For returns to be eligible, the product must be:

• • In its original packaging with all tags, labels, accessories, and documentation intact
• • Accompanied by a valid Return Authorisation (RA) number issued by Samplr (see Section 4)
• • Supported by proof of purchase (order number or invoice)

After the 7-day window, no return requests will be accepted, except as required by applicable law.

4. How to Initiate a Return

1. Step 1 — Submit your request: Email hello@samplr.in within 7 days of delivery with your order number, a clear photograph of the product and outer packaging, and a brief description of the issue.
2. Step 2 — Receive your RA number: If eligible, we will issue a Return Authorisation (RA) number and return instructions, including a scheduled pickup date or return address.
3. Step 3 — Pack the product: Securely repack the product in its original packaging. Write or affix the RA number on the outside of the package.
4. Step 4 — Hand over for pickup: Our reverse logistics partner will collect the package from your address at no cost to you.
5. Step 5 — Confirmation: Once received and inspected, you will be notified of the outcome and, if approved, your refund will be processed.

Returns submitted without a valid RA number may be refused.

5. Non-Returnable Items

The following categories are not eligible for return for hygiene and safety reasons:

• • Food and beverages (once unsealed or partially consumed)
• • Personal care and beauty products (once opened)
• • Health and wellness supplements (once unsealed)
• • Innerwear and lingerie
• • Customised or personalised products
• • Products explicitly marked as "non-returnable" or "final sale" on the product listing at time of purchase
• • Digital products or gift cards once accessed or redeemed

Exceptions apply if the item arrives damaged, defective, expired, or incorrect — in which case returns are accepted regardless of category.

6. Return Shipping

For all approved returns (damaged, defective, wrong, or expired products), we will arrange a reverse pickup at no cost to you. Please ensure the product is securely repacked in its original packaging before handover to the courier.

7. Refunds

Once the returned product is received and inspected, we will notify you of the outcome:

• • Approved: Refund processed within 5–7 business days to the original payment method. Additional 3–5 days may be required for the refund to reflect in your bank statement, depending on your bank or payment provider.
• • Partial refund: A partial refund may be issued where the returned product shows signs of use or damage (other than damage in transit), or has missing accessories, tags, or documentation.
• • Rejected: If the return does not meet eligibility conditions, the product will be returned to you and no refund will be issued. You will be notified with reasons.

Refund timelines by payment method:

• • Credit/Debit Card: 5–7 business days after refund initiation
• • UPI: 2–3 business days
• • Net Banking: 5–7 business days
• • COD orders: Refund via NEFT/IMPS to your bank account, or as Samplr store credit (your choice). Bank transfer refunds may take 5–7 business days. You will be asked to provide bank details after approval.

Original shipping charges are non-refundable unless the return is due to a defective, damaged, or incorrect product.

8. Sampling Campaign Assignments

Sample assignments made as part of a brand campaign are non-cancellable and non-returnable once matched and dispatched. These are provided free of charge and constitute the core exchange of the Samplr sampling programme. If you encounter a quality issue with a sample, you can report it in your feedback submission.

9. Campaign Fees (for Brands)

Campaign fees paid by brands are non-refundable once samplers have been matched and samples dispatched. If a campaign is cancelled before matching begins, a partial or full refund may be available at Samplr's discretion. Please contact support with your campaign ID for assistance.

10. Abuse of Returns

Samplr reserves the right to restrict or suspend the returns facility for users who abuse the process. Abuse may include returning used or deliberately damaged products, returning items different from what was received, or providing false reasons for return. Any restriction will be communicated to you with reasons, and you may appeal by contacting support. This clause does not affect your statutory rights under the Consumer Protection Act 2019.

11. Governing Law

This policy is governed by the laws of India. Any dispute arising under this policy shall be subject to the jurisdiction of the courts at Kolkata, West Bengal. This does not affect your right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act 2019.

12. Contact

For all cancellation, return, and refund queries, email us at hello@samplr.in or use the Contact page. Include your order number or campaign ID for faster resolution.