TRAVELSYNK CUSTOMER RETURN, REFUND & REPLACEMENT POLICY
Effective Date: 18.09.2026
Last Updated: 18.09.2026
Platform: TravelSynk
Legal Entity: Vectron Venturex Private Limited
Website: www.travelsynk.com
1. Purpose of this Policy
TravelSynk is committed to providing customers with a transparent, fair and convenient shopping experience.
This Return, Refund & Replacement Policy ("Policy") explains:
- when a product can be returned;
- when replacement is available;
- when refund is available;
- how customers can raise a return request;
- applicable timelines;
- product-condition requirements;
- category-specific restrictions;
- responsibility of sellers;
- circumstances in which a return may be rejected; and
- how TravelSynk will handle disputes and grievances.
This Policy applies to purchases made through the TravelSynk platform unless a product listing specifically provides different or additional terms that are permitted under applicable law.
2. Important Principle
TravelSynk operates as a marketplace platform connecting customers with independent sellers/brands.
Accordingly, the seller is primarily responsible for:
- product quality;
- accuracy of product description;
- authenticity;
- correct quantity;
- correct size/variant;
- packaging;
- warranty, where applicable;
- fulfilment; and
- compliance with applicable laws relating to the product.
However, TravelSynk will facilitate the return, replacement, refund and grievance process through the platform and will take appropriate action against sellers who fail to meet their obligations.
TravelSynk will not use its marketplace status to deny a customer's statutory rights.
3. When Can a Customer Request a Return?
A customer may request a return/replacement/refund where applicable if the product:
A. Is damaged during delivery
Examples:
- broken product;
- torn product;
- crushed packaging resulting in product damage;
- leakage;
- physical damage.
B. Is defective
The product does not function or perform substantially as represented, subject to applicable warranty terms.
C. Is materially different from the product ordered
For example:
- wrong product;
- wrong colour;
- wrong size;
- wrong model;
- wrong quantity;
- wrong variant.
D. Does not match the material description
Where the product received materially differs from its advertised characteristics or agreed specifications.
E. Is missing components/accessories
Where components specifically promised/listed as part of the product are absent.
F. Other legally recognised grounds
Nothing in this Policy is intended to restrict a customer's rights available under applicable Indian law.
4. Change-of-Mind Returns
Change-of-mind/choice-based returns will be available only where the particular product listing expressly states that such return is available.
For example, you may permit:
Apparel → size/fit return
Luggage → unused return
but restrict or exclude returns for:
food → generally non-returnable
opened personal-care products → generally non-returnable
The applicable return eligibility will be clearly displayed on the individual product page.
5. Product-Specific Return Period
Each product listing shall specify the applicable return window, such as:
7 Days / 10 Days / 14 Days / No Return
depending upon:
- product category;
- seller's policy;
- nature of the product;
- hygiene considerations;
- perishability;
- warranty;
- manufacturer restrictions; and
- applicable law.
6. Condition of Products for Return
Where a return is permitted, the customer must ensure that the product is:
- unused;
- unwashed;
- undamaged;
- unaltered;
- complete with accessories;
- accompanied by original packaging where reasonably applicable;
- accompanied by tags/labels where applicable;
- accompanied by manuals/warranty cards where applicable; and
- accompanied by original invoice/order information where required for verification.
However:
A customer will not lose a legitimate defect/damage claim merely because the original outer packaging has been discarded, where the law or circumstances otherwise support the claim.
7. Product Categories with Special Return Rules
A. APPAREL
Eligible products may be returned within the return period stated on the product page if:
- unused;
- unwashed;
- unworn beyond reasonable inspection;
- original tags remain attached; and
- product is in saleable condition.
Size-related returns
Where the product listing permits size exchange/return, customers may request the applicable remedy within the stated period.
Used, washed, altered or damaged garments may not qualify for a change-of-mind/size return, subject to statutory rights for defective or misrepresented goods.
B. FOOTWEAR
Return may be permitted where stated on the product page.
The footwear should generally:
- not have been worn outdoors;
- remain undamaged;
- have original packaging where applicable.
Customers should preferably try footwear indoors on a clean surface.
C. LUGGAGE & BAGS
For unused/change-of-mind returns:
- wheels should not show usage damage;
- zippers and handles should remain undamaged;
- product should not have been used for travel;
- protective coverings, tags and accessories should be retained where applicable.
D. ELECTRONICS & TRAVEL GADGETS
Returns/replacements available for:
- defective product;
- DOA ("dead on arrival");
- wrong product;
- missing components;
- material description mismatch;
- transit damage.
Where manufacturer warranty applies, customers may be directed to the manufacturer/service centre depending upon the warranty terms.
Tampered serial numbers or signs of misuse may result in rejection of a claim after investigation.
E. FOOD & BEVERAGES
Non-returnable
except where applicable for:
- damaged delivery;
- leakage;
- wrong product;
- missing product;
- expired product;
- materially incorrect product;
- contamination or other legitimate quality/safety issue.
F. HEALTH, PERSONAL CARE & HYGIENE PRODUCTS
Non-returnable
except where applicable for:
- wrong product;
- damaged product;
- defective product;
- expired product;
- materially misrepresented product
should remain eligible for appropriate resolution.
G. PERSONALIZED / CUSTOMIZED PRODUCTS
Products specifically customized or personalized according to customer instructions will not be eligible for change-of-mind return.
However, remedies for defective, damaged, incorrect or materially misrepresented products will be eligible.
H. PRODUCTS WITH MANUFACTURER WARRANTY
Where a manufacturer warranty is provided:
The warranty shall be governed by the applicable manufacturer's warranty terms.
TravelSynk may facilitate communication or service support where appropriate.
Warranty does not eliminate applicable consumer rights relating to defective, incorrect or misrepresented products.
8. Non-Returnable Products
The following may generally be designated as non-returnable for change-of-mind reasons:
- opened food and beverages;
- perishable products;
- opened personal-care/hygiene products;
- customized/personalized products;
- products specifically identified as non-returnable on the product page;
- products where return is restricted due to applicable health, safety or regulatory requirements.
But:
"Non-returnable" does NOT mean "no remedy whatsoever."
A non-returnable product may still qualify replacement/refund or other remedy where it is:
- defective;
- damaged;
- wrong;
- materially different from what was advertised;
- expired where applicable; or
- otherwise covered by applicable consumer law.
9. Return Request Procedure
Customer should:
Step 1
Log into their TravelSynk account.
Step 2
Go to:
My Orders → Select Order → Return/Replacement/Issue
Step 3
Select the reason.
Examples:
- Damaged
- Defective
- Wrong product
- Wrong size
- Wrong colour/variant
- Missing item/accessory
- Product not as described
- Other eligible reason
Step 4
Upload photographs/videos where requested.
For example:
- product photographs;
- packaging photographs;
- shipping label;
- visible damage;
- serial number where applicable.
Step 5
Submit the request.
Step 6
TravelSynk/seller reviews the request and communicates the applicable resolution.
10. Evidence and Verification
TravelSynk may request reasonable information to investigate a return claim.
This may include:
- photographs;
- video;
- packaging images;
- serial number;
- batch number;
- invoice;
- delivery information;
- product condition;
- other relevant evidence.
Important wording:
11. Open-Box / High-Value Products
For selected high-value products, TravelSynk may use additional verification procedures.
For example:
- serial number verification;
- tamper verification;
- delivery OTP;
- package-condition verification;
- additional documentation.
The exact procedure may vary by product.
12. Return Pickup
Where an approved return is eligible for pickup:
TravelSynk or its logistics partner will arrange pickup from the customer's delivery address, subject to service availability.
The customer must make the product available for collection in accordance with the approved return instructions.
13. Return Shipping Charges
Where the issue is attributable to the seller/product:
For example:
- defective;
- damaged;
- wrong product;
- incorrect quantity;
- material mismatch;
Applicable return logistics cost will shown on product page.
14. Refunds
Once a return is approved and the product is received/verified where required, the refund will be initiated to the original payment method or another permitted method, as applicable.
The actual time for the money to appear may depend upon:
- bank;
- card issuer;
- UPI provider;
- payment gateway;
- wallet;
- COD refund process.
15. Cash-on-Delivery Orders
For COD orders, TravelSynk may request the customer's verified:
- bank account;
- UPI;
- or other permitted refund details
for processing refunds TravelSynk will never ask customers to disclose OTPs, PINs, passwords or card CVV for processing a refund.
16. Replacement
Where replacement is available and approved:
Option 1
Same product / same variant.
Option 2
Same product in another available size/variant, where the applicable policy permits it.
If replacement stock is unavailable, TravelSynk may process the applicable refund.
17. Exchange
Exchange will only be available where expressly stated on the product listing.
For example:
Apparel
Size exchange may be available.
Electronics
Exchange may be restricted to defective/wrong-product circumstances.
Food
Generally no exchange.
18. Cancellation Before Dispatch
Customers may request cancellation before the order has been dispatched, subject to the order status and applicable product restrictions.
If cancellation is successfully processed before dispatch, the applicable amount will be refunded.
19. Cancellation After Dispatch
Once an order has been dispatched, cancellation may not always be technically possible.
Where cancellation cannot be stopped, the customer may be required to follow the applicable return/refusal process.
20. Failed Delivery / Customer Refusal
Repeated refusal to accept valid orders may affect future COD availability or other account privileges, particularly where there is a pattern of misuse.
21. Return Fraud / Misuse
TravelSynk reserves the right to investigate suspected abuse of the return system.
Examples may include:
- returning a different product;
- returning used/damaged goods after use;
- removing serial numbers;
- repeated false damage claims;
- returning missing components;
- product substitution;
- fraudulent claims;
- manipulation of return evidence.
Where investigation establishes misuse, TravelSynk may:
- reject the particular claim where legally permissible;
- suspend or restrict certain account features;
- restrict COD/return privileges where justified;
- take appropriate action against fraudulent activity.
Any action will be subject to applicable law.
22. Product Inspection
For certain categories or claims, the seller, TravelSynk or logistics partner may inspect the returned product.
Inspection may consider:
- product identity;
- serial number;
- physical condition;
- usage;
- missing accessories;
- tampering;
- packaging;
- damage;
- conformity with the reported reason.
23. Seller Responsibility
Every TravelSynk seller is required to comply with:
- applicable laws;
- product standards;
- accurate product descriptions;
- pricing requirements;
- packaging requirements;
- warranty obligations;
- return/refund obligations applicable to their products;
- applicable tax and regulatory requirements.
TravelSynk may take contractual or platform-level action against sellers who repeatedly fail to comply.
24. TravelSynk's Right to Investigate
TravelSynk may investigate return, refund and replacement requests to prevent fraud and ensure fair treatment of both customers and sellers.
Investigation may include:
- order records;
- delivery records;
- photographs;
- product information;
- seller records;
- logistics records;
- serial numbers;
- customer claim history.
TravelSynk will seek to resolve genuine claims fairly and in accordance with applicable law.
25. Products Sold by Different Sellers
A single TravelSynk order may contain products supplied by multiple sellers.
Return eligibility may therefore differ between products in the same order.
For example:
Product
Seller
Return
Trolley
Seller A
7 days
Apparel
Seller B
10 days
Snacks
Seller C
Non-returnable except eligible issues
The applicable terms displayed against each product shall govern, subject to applicable law.
26. Kits and Bundles
For a bundle consisting of multiple products:
Option A — Individual seller bundle
The bundle may have one return policy.
Option B — TravelSynk-generated bundle
Each individual product may be governed by its respective return eligibility unless the bundle is expressly designated as a single non-separable product. Please check product page.
27. Trip Prep Recommendations
TravelSynk's Trip Prep recommendations are recommendations and not guarantees.
For example:
"TravelSynk recommends carrying a jacket."
does not mean TravelSynk guarantees that the customer's personal circumstances require a jacket.
Similarly, weather or destination information used in Trip Prep should be presented as informational/recommendation input and not as a guarantee of future weather conditions.
28. Product Recommendation Does Not Replace Customer Judgment
Customers remain responsible for considering their individual requirements, preferences and circumstances.
TravelSynk's recommendations are intended to assist customers in travel preparation and product discovery.
29. Refund for Undelivered Orders
Where an order is successfully cancelled or determined to be undelivered and a refund is due, TravelSynk will initiate the applicable refund in accordance with the payment method and applicable law.
30. Duplicate / Incorrect Refund
If a technical error results in an incorrect duplicate refund or excess refund, TravelSynk reserves the right to contact the customer and seek correction/recovery in accordance with applicable law.
31. No Waiver of Statutory Rights
Nothing contained in this Policy is intended to:
- exclude;
- restrict;
- waive; or
- override
any right or remedy available to a consumer under applicable Indian law.
Where applicable law provides a greater consumer right than this Policy, the applicable law shall prevail.
32. Grievance Redressal
TravelSynk shall maintain a grievance redressal mechanism as required under applicable law.
Grievance Officer
Name: [●]
Designation: Grievance Officer
Email: [●]
Phone: [●]
Address: [Registered Office Address]
Customers may contact the Grievance Officer regarding unresolved complaints relating to orders, returns, refunds, products or services.
33. Policy Changes
TravelSynk may update this Policy from time to time to reflect:
- changes in applicable law;
- changes in marketplace operations;
- new categories;
- changes in logistics;
- changes in payment systems;
- customer experience improvements.
The latest version will be published on the TravelSynk website.
34. Contact
For return/refund assistance:
TravelSynk Customer Support
Email: [support@travelsynk.com]
Phone/WhatsApp: [●]
Website: [●]
