Refunds & Cancellations

If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details.

Can items be returned after the time period mentioned in the seller’s Returns Policy?

No, sellers will not be able to accept returns after the time period mentioned in the seller’s Returns Policy.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

How do returns work?

You can raise a request to return your items with these simple steps:

  1. Log into your Walkteddy account
  2. Go to My Orders
  3. Click on ‘Return’ against the item you wish to return or exchange
  4. Fill in the details and raise a return request

Once you raise a request, you’ll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the ‘My Orders’ section of your Walkteddy account.

I see the ‘Cancel’ button but I can’t click on it. Why?

A greyed out and disabled ‘Cancel’ button can mean any one of the following:

  1. The item has been delivered already

OR

  1. The item is non-refundable (e.g. Gift Card)

How long does it take to cancel an order?

Cancellation of item(s) in an order happens immediately if the order hasn’t been shipped yet by the seller. If your order has been shipped, it will be cancelled as soon as the courier service confirms that the shipment is being returned to the seller.

What is the Buyer Protection policy?

The Buyer Protection policy mediates buyer-seller disputes. In case a seller declines your request for a return of an item and you are not convinced with the reason given, you can write to us at support@walkteddy.com for Buyer Protection. You can dispute the resolution that the seller has shared for your issue until 45 days from the date of delivery and concern is looked into by us on a case-to-case basis.

What should I do if I have an issue with my product after the return period?

You can get in touch with the brand or an authorized service centre of the brand to claim the warranty for your product (wherever applicable).

What are the checks done for an item that I’m returning?

You can get in touch with the brand or an authorized service centre of the brand to claim the warranty for your product (wherever applicable).

How can I return or exchange an item?

To return/exchange your order, follow these simple steps:

  1. Go to My Orders
  2. Choose the item you wish to return or exchange
  3. Fill in the details
  4. Choose Request Return.

When is a return of an item not possible?

Sellers cannot accept returns of item(s) in the following cases:

  1. When an item is damaged because of use or when it is not in the same condition as you received it
    2. When any consumable item has been used or installed
    3. When anything is missing from the package you’ve received including price tags, labels, original packing, freebies & accessories
    4. When non-returnable items are involved such as innerwear. lingerie etc.
    5. When items are tampered with or have missing serial numbers

How will I get my refund for returning an item I paid for with Cash on Delivery?

For your Cash on Delivery order, you can choose the below refund modes in case you return the item:
1. PhonePe Wallet
2. NEFT – Update your bank account details when you choose this option

How can I know the status of my refund?

You can visit ‘My Orders’ to know the status of your refund.

For orders cancelled before shipping, refunds are processed immediately. If the order has been shipped, refund will be processed as soon as the courier service provider confirms the return of the item(s).

What are the modes of refund available after cancellation?

The different refund modes available are:

  1. PhonePe Wallet – available for orders with select sellers. You will get this option for eligible orders during cancellation
  2. Back to source – available for orders with all sellers. The amount is refunded to the payment mode that was originally used to pay for the order
  3. NEFT transfer – available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible

When are refunds given?

Refunds are given when:

– The seller cannot provide a replacement
– A dispute has been ruled in your favour in-line with Buyer Protection
– Sellers allow refunds on select categories under certain conditions

Please check the seller’s Returns Policy on the product page for more details.

I ordered a wrong item. Can I return it?

The sellers’ return policies don’t support the return of item(s) ordered wrongly. You can refer the respective seller’s Returns policy on the product page.

What should I do if I find the package open or tampered on delivery?

You can request for the item to be replaced by visiting ‘My Orders’. Use the ‘Return’ option & fill out the details of the issue so that we can help you.