Return And Refund Policy
1. Who is John Pablo?
John Pablo, a company incorporated under the laws of India, having its registered office at Plot No.16, Near FDCM Bhavan, Hingna Road Nagpur-440036, Maharashtra, India. JOHN PABLO is a retail company which offers various retail solutions, through the website www.johnpablo.co.in and respective mobile and tablet applications on various online fashionable lifestyle, trendy cloths and accessories.
2. What is this Return and Refund Policy?
3. Terms of Return and Refund
1.Fashion And Lifestyle Products
Any apparel, accessories, cosmetics, footwear, sunglasses, certain fashion jewellery, etc.
7 days from the date of delivery – as long as the product is unused and the price tags are intact
Innerwear: Briefs and Panties, lingerie sets, socks and stockings
3.1. If the User is dissatisfied with the purchased Product received from JOHN PABLO, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by JOHN PABLO after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than (a) 7 (seven) days from the date on which he/she received the delivery of the Product, in case of clothing item,(b) 10 (ten) days from the date on which he/she received the delivery of the Product, in case of non-clothing Products. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. JOHN PABLO reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.
3.2. A User is permitted to fully or partially cancel orders prior to its dispatch from JOHN PABLO. Upon successfully placing an order on the Platforms and after JOHN PABLO has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting JOHN PABLO to process a cancellation by sending an email to
firstname.lastname@example.org. In all events of cancellation, prior to the dispatch of the purchased Products, JOHNPABLOshall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s JOHN PABLO Wallet (as defined in the Fees and Payments Policy) within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which JOHN PABLO initiates the refund. All refunds, except for refund to JOHNPABLO Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.
3.3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package” ), the User shall be required to return all the Products that form a part of the Bundled Package for JOHN PABLO to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package.
3.4. Return of or refund for purchased Products shall not be entertained by JOHN PABLO if:
3.4.1. The Product has been used for reasons apart from checking fit and comfort. If JOHN PABLO is satisfied that the Product has been used for reasons apart from checking fit and comfort, JOHN PABLO shall reserve the right to reject the return of the Product.
3.4.2. The Product has been washed
3.4.3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User
3.4.4. The serial number/IMEI number/bar code of the Product, as applicable, does not match JOHN PABLO records
3.4.5. The accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition
3.4.6. There are any dents, scratches, tears or any other damage to the Products or any part thereof
3.4.7. In the case of electronics, if the Products sought to be returned are not sealed in the poly jiffy bag provided by JOHN PABLO
3.4.8. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect
3.4.9. JOHN PABLO is satisfied that the Product has been rendered defective or unusable.
3.5. JOHN PABLO shall not accept return or refund requests raised for any of the following Products:
3.5.1. Lingerie, innerwear, and swimwear
3.5.3. Deodorants and perfumes
3.5.4. Fashion jewelry
3.5.5. Socks and stockings
3.5.6. Gift vouchers issued by JOHN PABLO, if any and
3.5.7. Such other Products as may be specified by JOHN PABLO from time to time.
3.6. JOHN PABLO shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the JOHN PABLO shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
3.7. It is hereby clarified that in the case of electronics, notwithstanding anything to the contrary and subject to Clause 3.6 above, Products may be returned only in case of defects or deficiencies in the Product, and not for any other reason.
3.8. It is hereby clarified that in the case of toys, notwithstanding anything to the contrary and subject to Clause 3.6 above (a) Users cannot return certain Products which are specified as ‘non-returnable’ on the relevant Product pages of the Platforms, and (b) Products may be returned only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason.
3.9. It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by JOHN PABLO after due verification at its sole discretion).
3.10. JOHN PABLO shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. JOHN PABLO disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.
3.11. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, JOHN PABLO shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.
3.12. JOHN PABLO shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by JOHN PABLO, the refund should reflect in the User’s bank account and/or the User’s JOHN PABLO Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which JOHN PABLO initiates the refund.
3.13. Refunds shall be processed by JOHN PABLO through its normal banking channels except in cases where a User had utilised his/her JOHN PABLO Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her JOHN PABLO Wallet for payment towards the purchased Products, JOHN PABLO shall process all refunds only into the User’s creditJOHN PABLO Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, JOHN PABLO shall process all refunds into either the User’s JOHN PABLO Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to JOHN PABLO at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, JOHN PABLO shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) JOHN PABLO deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s JOHN PABLO Wallet, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s JOHN PABLO Wallet until exhausted for shopping on the Platforms.
For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using balances in his/her JOHN PABLO Wallet, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then JOHN PABLO may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s JOHN PABLOWallet and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only to such User’s JOHN PABLO Wallet.
3.14. Return of purchased Products are facilitated through JOHN PABLO reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by JOHN PABLO reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to JOHN PABLO. While JOHN PABLO has made reasonable endeavors to ensure delivery and pick-ups across multiple locations in India, currently, JOHN PABLO has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where JOHN PABLO is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to JOHN PABLO warehouse. Upon self-shipping the Product to JOHN PABLO warehouse, the User shall be required to scan the courier/postal receipt to JOHN PABLO
email@example.com for JOHN PABLO’S records. The aforesaid return by self-shipping the Products is subject to the returned products passing quality check at JOHN PABLO returns desk/warehouse. The address of JOHN PABLO returns desk is:
Returns Manager – JOHN PABLO
JOHN PABLO (Ecommerce)
Plot No.16,Near FDCM Bhavan,
Hingna Road Nagpur – 440036
3.15. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 3.9 above and JOHN PABLO does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to JOHN PABLO to prove his/her claim of return of Products through self-shipment to JOHN PABLO. It is specifically clarified that any refunds or exchange shall be processed by JOHN PABLO only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.