Reliance Brands Limited, having its registered addressed at at 5th Floor, Court House, Lokmanya
Tilak Marg, Dhobi
Talao, Maharashtra, Mumbai 400002, India (“Reliance”, “we”, “us” or
“our”) is managing
and operating mobile application/website www.potterybarn.in, under the brand name Pottery Barn and
Kids (collectively referred to as the “Pottery Barn Platform”), through which it inter alia
sale of Furniture, Cushion and Decor, Kitchen and Dining, Backpack, Bedding, Baby Gear, Bath,
Lighting, Mirror and
Arts, Rugs, Decor and other products (“Products”) to the users of the Pottery Barn Platform
or “Users” or “you” or “your”).
We aim to provide the best customer experience to our Users beginning from placing an order to
initiating a return. While transacting on the Pottery Barn Platform, you can expect a hassle-free
experience in returning the Product that you have ordered and can rely on us as your preferred
This cancellation, return and refund policy (“Policy”), together with the Terms sets
out our procedures and policies in accepting Product cancellation, return and refund thereof.
1. APPLICABILITY OF POLICY
1.1 By agreeing to use the Pottery Barn Platform and/or initiating a request for purchase
of Product(s) on the Pottery Barn Platform, you agree to be bound by the terms contained in this
Policy without modification. If you do not agree to the terms contained in this Policy, you are
advised not to transact on the Pottery Barn Platform.
1.2 Please note that we may from time to time change the terms of the Policy that govern
your return, refund or cancellation of an order for Products on the Pottery Barn Platform. Every
time you wish to use the Pottery Barn Platform, please check the Policy to ensure you understand the
terms and conditions that apply at that time.
2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS
2.1 Cancellation of Products
- (a) You can cancel orders for Products partially or fully prior to issuing and
processing of the invoice in relation to such Products by us. Orders cannot be cancelled once
the invoice has been processed and issued.
- (b) In case you change your mind in relation to a particular order of the Products,
you may cancel the placed purchase order, by referencing the unique tracking identity number
(which enables the User in tracking the status of delivery of the purchased Products) received
by you from us and requesting us to process a cancellation by sending an email
to [email protected].
- (c) On receipt of the cancellation request prior to issuing and processing of the
invoice we shall cancel the order and initiate the refund for the Products within 5 (five)
business day from the receipt of the cancellation request from you. The amount shall be refunded
to you through the same mode of payment used by you for the purchase which can be used for
subsequent purchases. All refunds shall be subject to applicable policies and charges of the
User’s bank/ financial institution.
2.2 Return of Products
- (a) At the time of raising a request for return or cancelling the Products on the
Pottery Barn Platform, you may seek refund for the Non-Compliant Product. Such refund will be
made to the you only in the even the payment has been received by us for the Product.
- (b) Please be informed that when you opt to cancel or return the Products, upon our
verification and assessment of the Products and the documents relating thereto, the refund
amount for such Products which are eligible for return as per the terms of this Policy, will be
processed within a period of 7-10 (seven to ten) business day from the date of us verifying the
defect or the non-compliance in the Product. Your refund will be processed only when the
conditions as may be stipulated by us are fulfilled, such as the Product being returned in
original condition, along with the price tag intact including original packaging of the product,
the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake
of abundant clarity, it is clarified that we shall not make any refund in respect of a Product
that is deemed ineligible for a refund based on our verification and assessment. The refund
amount will be credited to the original payment mode opted by you, as may be chosen by you. You
acknowledge that after initiation of refund, it may take additional time for your refund to
reflect in your account which is subject to your financial institution or payment solution
provider terms and conditions.
- (c) We do not make any cash refunds. The amount will be refunded to you within 7 - 10
(seven to ten) working days depending upon the mode of payment chosen by you. Sometimes banks or
financial intermediaries take a longer time to process the refund request. However, if the
refund does not happen by the date advised, you may contact us, and we will gladly help you.
- (d) Refund to be made to the User shall not include any amount paid towards shipping
charges or any other such charges applicable from time to time. However, in the event a Product
has been delivered with a defect or damage (for reasons attributable to, and accepted by us
after due verification at its sole discretion) we may refund the shipping charges to you. You
will be provided with a refund if you have received a non-returnable Product in a damaged or
defective condition subject to verification and examination of the damage or defect of the
Product by us.
- (e) We reserve the right to reject a refund request for a Product if it does not
satisfy the quality conditions specified under this Policy on our assessment pursuant to its
return. We may in such cases notify you and send the returned Product back without initiating a
3. Customer Support
Any queries or concerns relating to the return, refund and cancellation may be
directed by you to our customer support team who can be contacted at:
Email: [email protected]