Return windows, eligibility conditions, logistics procedures, and refund outcomes for marketplace products purchased on Gletra.
Updated June 19, 2026 6 min read Official Gletra Policy
Gletra offers a buyer-friendly return policy for eligible physical products purchased through our multi-vendor marketplace. This Return Policy defines the timeframes, conditions, and procedures for returning products to sellers and receiving refunds or replacements.
Return eligibility depends on product category, seller-specific terms, and the reason for return. Gletra platform minimum standards always apply—sellers cannot offer return terms less favourable than those described here. Where a seller offers extended return windows or free return shipping, those enhanced terms are displayed on the product page and take precedence.
Returns are processed through Gletra's integrated logistics network or seller-arranged pickup depending on the seller's fulfilment configuration. All returns require initiation through the Gletra platform to maintain eligibility for Gletra Customer Protection and refund processing.
This policy applies to marketplace product orders only. Home service bookings are governed by our Cancellation Policy and Refund Policy. Digital goods, services, and Gletra Wallet transactions are not subject to physical return procedures.
Return Window by Category
Return Window by Category
Return windows begin on the date of delivery confirmation recorded by our logistics partner or OTP-verified delivery.
Product Category
Return Window
Notes
General merchandise
7 days
Platform default for most categories
Electronics and appliances
15 days
Must include all accessories and packaging
Fashion and footwear
15 days
Tags attached, unworn condition required
Books and media (physical)
7 days
Shrink wrap intact for sealed items
Furniture and large items
7 days
Seller-arranged pickup required
Beauty and personal care
7 days
Unopened and sealed only
Extended return windows displayed on product pages override category defaults. Holiday season promotions may offer 30-day returns as indicated at checkout.
Return Eligibility Conditions
Return Eligibility Conditions
To qualify for a return, products must meet all of the following conditions unless the return reason is seller fault such as defective, damaged, or wrong item received.
Product is in unused, resalable condition with no signs of wear, damage, or alteration
Original packaging, tags, labels, and all included accessories are intact and included
Proof of purchase available through My Orders or order confirmation email
Return initiated within the applicable return window via the Gletra platform
Product is not listed in Non-Returnable Categories below
For defective or damaged items, return conditions are relaxed—you may return products showing manufacturing defects or transit damage even if packaging has been opened, provided you report the issue within 48 hours of delivery with photographic evidence.
Non-Returnable Categories
Non-Returnable Categories
The following product categories cannot be returned except when defective, not as described, or required by mandatory consumer protection law.
Undergarments, swimwear, and socks for hygiene reasons
Opened cosmetics, skincare, and personal care products
Custom-made, personalised, or engraved items made to your specifications
Digital downloads, software licence keys, and e-gift cards
Perishable goods including fresh food, flowers, and plants
Hazardous materials, chemicals, and flammable products
Prescription medications and medical devices requiring regulatory handling
Items marked "Final Sale" or "Non-Returnable" on the product page at time of purchase
Return Process Step by Step
Return Process Step by Step
Follow these steps to initiate and complete a return on Gletra.
Log in to Gletra and navigate to My Orders
Select the delivered order and tap "Return Item" or "Report Issue"
Choose the return reason from the provided list and upload required photographs
Await return authorisation—typically within 24 hours for standard returns
Pack the item securely in original packaging with the return label provided
Schedule pickup through Gletra logistics or drop off at the designated courier point
Track return shipment status in My Orders until the seller confirms receipt
Refund processed within 3–5 business days after seller inspection and approval
Return authorisation numbers must be affixed to the outside of the return package. Returns shipped without valid authorisation may be rejected by the seller.
Return Shipping Cost Allocation
Return Shipping Cost Allocation
Who pays for return shipping depends on the reason for return.
Return Reason
Return Shipping Paid By
Original Shipping Refunded
Defective or damaged product
Seller or Gletra
Yes
Wrong item shipped
Seller or Gletra
Yes
Not as described (seller fault)
Seller or Gletra
Yes
Change of mind
Buyer (unless free returns promoted)
No
Size or fit issue (fashion)
Buyer (unless free returns promoted)
No
Gletra Customer Protection covers return shipping for all qualifying seller-fault returns regardless of product page terms. Free return promotions displayed at checkout apply to change-of-mind returns for eligible categories.
Replacements and Exchanges
Replacements and Exchanges
Where available, you may request a replacement instead of a refund for defective or wrong items. Select "Replace" during the return initiation flow. Replacements ship after the seller receives and inspects the returned item, or immediately for advance replacement eligible orders.
Size and colour exchanges for fashion items are subject to seller inventory availability. Exchange requests follow the same return window and condition requirements. Price differences for exchanged items are charged or refunded accordingly.
Multi-Vendor Order Returns
Multi-Vendor Order Returns
Each item in a multi-vendor order is returned independently to its respective seller. Return labels, pickup schedules, and refund processing occur separately per seller. You may have multiple concurrent return shipments for a single checkout order.
Seller Return Inspection
Seller Return Inspection
Sellers have 3 business days after receiving a returned item to inspect and confirm refund eligibility. If a seller rejects a return claiming the item was returned in unacceptable condition, Gletra mediates using photographic evidence submitted at return initiation. Buyers should photograph items before packing and retain shipping receipts until refund confirmation.
International and Remote Area Returns
International and Remote Area Returns
Returns from remote or non-serviceable pin codes may require drop-off at the nearest Gletra partner courier location. Additional transit time of 3–5 business days applies. Return shipping cost allocation rules remain the same regardless of delivery location.
Return Fraud Prevention
Return Fraud Prevention
Gletra monitors return patterns for abuse including wardrobing, empty box returns, and serial returners exceeding category norms. Accounts engaged in return fraud face restrictions on return privileges, wallet holds, and potential permanent suspension. Evidence of return fraud may be shared with law enforcement.
Frequently Asked Questions
Most products have a 7-day return window from delivery confirmation. Electronics, fashion, and footwear typically have 15-day windows. The exact return window for your purchase is displayed on the product page and in My Orders. Holiday promotions may extend windows to 30 days.
For defective, damaged, or wrong items, Gletra or the seller covers return shipping. For change-of-mind returns, the buyer typically pays return shipping unless the product page or checkout displayed a free returns promotion. Return shipping costs are shown before you confirm the return request.
For change-of-mind returns, products must be unused with tags attached and original packaging intact. For defective or damaged items, opened packaging is acceptable provided you report the issue within 48 hours of delivery with photographs documenting the defect or damage.
Sellers have 3 business days to inspect returned items. Once approved, refunds process within 3–5 business days to your original payment method or instantly to Gletra Wallet if selected. Total timeline from return pickup to refund is typically 7–12 business days.
Yes, where the seller offers exchange inventory. Select "Replace" or "Exchange" during return initiation. Size and colour exchanges are available for fashion items subject to stock availability. Defective items are typically replaced rather than refunded at the buyer's choice.
If a seller rejects your return, Gletra's dispute team reviews photographic evidence from both parties. File an appeal through the Dispute Center within 48 hours of rejection. If Gletra determines the return was valid, the refund is processed and the seller's rejection is overturned.
Legal Notice
This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.
