Return and Refund Policy

Last updated: February 22, 2026

This Return and Refund Policy (“Policy”) describes the terms governing returns and refunds for products purchased through the Rourkela Market website (https://www.rourkelamarket.com) and mobile application (collectively, the “Platform”).

Rourkela Market is owned and operated by Spicesdolly E-Commerce Private Limited (“Company”, “we”, “our”, or “us”). The Platform functions solely as an online marketplace that connects independent local vendors in Rourkela, Odisha, with buyers.

We do not sell products directly and do not own, stock, distribute, or control the products listed by vendors.

1. Nature of the Platform

Rourkela Market operates as an intermediary marketplace under applicable Indian laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

• Vendors independently list and sell products.
• Buyers purchase products directly from vendors.
• Payments, delivery, returns, and refunds are handled directly between buyers and vendors.

We do not:

• Process or hold customer payments
• Manage delivery logistics
• Accept returned goods
• Issue refunds on behalf of vendors

2. Vendor Return & Refund Policies

Each vendor on the Platform is solely responsible for:

• Providing a clear and transparent return and refund policy in their product listing or online shop.
• Honoring their stated return terms.
• Processing refunds directly to buyers.
• Managing return logistics (self-delivery, in-store return, pickup, etc.).
• Ensuring compliance with applicable Indian consumer protection laws.

Vendor policies may include conditions such as:

• Return request timeframe (e.g., 7 days from delivery)
• Product condition requirements (unused, sealed, original packaging)
• Proof of purchase requirement
• Non-returnable categories (e.g., perishable goods, customized products, hygiene-sensitive items)

Buyers are strongly advised to review the specific vendor’s return terms before making a purchase.

3. Buyer Responsibilities

If you wish to request a return or refund, you must:

1. Contact the vendor directly using the contact information provided in the vendor’s listing or store profile.
2. Follow the vendor’s stated return procedure.
3. Provide proof of purchase (order confirmation, invoice, receipt, etc.).
4. Return the product in accordance with vendor instructions.
5. Coordinate directly with the vendor regarding refund timelines and payment method.

Rourkela Market does not initiate or approve returns.

4. Payments & Refund Processing

All payments are arranged directly between buyers and vendors using mutually agreed methods such as:

• Cash
• UPI
• Bank transfer
• Other mutually agreed payment modes

Since Rourkela Market does not process payments:

• Refunds are issued solely by the vendor.
• Refund timelines depend on the vendor’s policy.
• Buyers must follow up directly with the vendor regarding refund status.

Platform Commission

If the Platform earns a commission (typically 3–5%) from vendor transactions:

• The commission is a service fee charged to the vendor.
• This commission is non-refundable.
• It is separate from the vendor’s obligation to refund the buyer.

5. Subscription Fees (Vendors)

Any subscription fees or listing charges paid by vendors to use the Platform are non-refundable unless explicitly stated in a separate written agreement between the vendor and the Company.

6. Platform Non-Liability

Rourkela Market is not responsible for:

• Product quality issues
• Damaged goods
• Delivery delays
• Misrepresentation by vendors
• Refund denials by vendors
• Return disputes

However, we may assist by:

• Providing vendor contact details
• Facilitating communication between buyer and vendor when required under applicable law

We do not guarantee dispute outcomes.

7. Dispute Resolution

Buyers and vendors must first attempt to resolve disputes directly.

If unresolved, buyers may contact our Grievance Officer:

Email: support@rourkelamarket.com

We may facilitate communication as required under the Consumer Protection (E-Commerce) Rules, 2020, but we are not responsible for final dispute resolution.

Any disputes involving the Company shall be governed by the laws of India. Courts located in Rourkela, Odisha shall have exclusive jurisdiction.

8. Consumer Rights

Nothing in this Policy limits your statutory rights under:

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Applicable Indian laws

Vendors are required to honor applicable consumer protection obligations.

9. Policy Updates

We may update this Return and Refund Policy from time to time.

Updates will be posted on this page with a revised “Last Updated” date. Continued use of the Platform after changes are posted constitutes acceptance of the updated Policy.

10. Contact Information

For general platform-related inquiries or assistance contacting a vendor:

Spicesdolly E-Commerce Private Limited
Plot No. 11, Mahanadi Vihar
Nayabazar S.O, Cuttack Sadar
Cuttack – 753004
Odisha, India

Email: support@rourkelamarket.com
Website: https://www.rourkelamarket.com/contact-us