For the purpose of this Marketplace Policy (hereinafter referred to as this “Policy”), wherever the context so requires, “you” and “your” shall relate to any natural or legal person who has agreed to become a merchant / seller on the homerugscollection.com (the “Website”). The word “Customer” shall mean a buyer who places an order on the Website, and the terms “Home Rugs Collection” “we”, “us” and “our” shall mean Indian Matting Company, a company incorporated under Companies Act, 1956 with registered office at HIG II 65 JAMUNIPUR COLONY , BHADOHI – 221401 UTTAR PRADESH , INDIA .

We at HRC give customer satisfaction the highest priority, and expect our merchants to support us in delighting our users and Customers. As a merchant, whilst selling on homerugscollection.com (the “Website”), you are expected to deliver prompt and efficient service to ensure that the Customer’s experience of shopping on the Website is a delightful one. In addition to the terms and conditions detailed in our E-Commerce Services Agreement, we have the following expectations from you:

  1. Order Fulfilment and Timely Shipments
    1. You are expected to process orders received from the Customers through the Website in a timely manner and within the stipulated timelines (as agreed at the time of your registration as a merchant on the Website, and as displayed on your login page (“STORE MANAGER”) failing which the order shall be cancelled for non-fulfillment.
    2. Pursuant to applicable laws, post sales and delivery of the products to the Customers, customer satisfaction will be your responsibility. To this end, as per applicable laws, our Customer Support Team may assist you with ensuring customer satisfaction and resolving complaints received from Customers, with respect to products sold by you on the Website. We would also be happy to assist you with logistics, warehousing, and order fulfilment, and thus you have been tagged as a “Non DirecShip” merchant with the Website.
    3. Providing a hassle-free shopping experience to the Customer is of utmost priority, and we would like to reiterate that adherence to pre-agreed timelines for shipping of products is of essence to our relationship with you. If the products are not delivered to our designated hubs within the stipulated timelines the order may be cancelled and we may be required to process a refund of the amount paid by the Customer for the same.
    4. You shall be responsible for all costs incurred to ship the products to our designated hubs (including costs of freight and transit insurance). Further you shall be responsible for payment of all duties, custom duty, taxes and other charges.
    5. In spite of cancellation of an order due to non-fulfillment of the same, or delay in shipment of the product on your part, we shall be entitled to charge our fee to you in respect of such cancelled order, in consideration for the services provided by us to facilitate such order, and such fee may, at our sole discretion, be adjusted against subsequent remittances, or independently claimed from you.
    6. Any failure to adhere to the timelines for fulfillment of an order or timely shipment of the product ordered by the Customer will be considered to be non-performance of your obligations, and repeated non-performance may lead to temporary or permanent suspension of your selling privileges on the Website.
    7. In addition to the above, you shall be liable to indemnify us and the other Indemnified Parties (as defined in the E-Commerce Services Agreement) in accordance with the E-Commerce Services Agreement, for any cancellation due to non-fulfillment, or non-fulfillment of an order.
  2. Merchant Remittance
    1. Remittances are usually processed twice a week, i.e., on Monday and Thursday of every week. In the event a Monday or Thursday is a bank holiday or any public holiday, the remittances shall be processed on the next working day and accordingly the timelines for payment as mentioned in Clause 2.4 shall stand increased.
    2. All remittances shall be processed after applying / off setting all adjustments due from your account. If you have any queries with respect to the amounts being remitted to your account, please contact our Payments Team.
    3. In the event our logistics team informs us that the product has not been received by the Customer, we shall ensure that the product is returned to you and shall coordinate with your team for the same.
    4. Intimation of completion of a transaction hereunder shall be deemed to be on the following dates:
      1. In case of receipt of consideration on order placement, the date of delivery of the product.
      2. In case of receipt of consideration on delivery of the product, the date on which the consideration is successfully credited to our Nodal Bank Account.
    5. We shall have the right to determine whether a product is eligible for enlisting under the delivery versus payment model as a mode of payment, at our own discretion.
    6. We have the right to determine the terms and conditions for the delivery versus payment model as a mode of payment, at our own discretion.
    7. Payments for orders that have been fulfilled shall be remitted, as per the below mentioned timelines:-
      1. In case of receipt of consideration On Order Placement:

Payments for orders that have been fulfilled, shall be remitted to your account, post receipt of funds through the payment gateways, as per applicable laws and within the T+3 timeline prescribed by the Reserve Bank of India (wherein “T” shall mean the date on which the product is successfully delivered to the Customer).

  1. In case of receipt of consideration on Delivery of the Product (“Delivery versus payment model”), under the following modes: (i) Mode of payment being Cash and collected by us on delivery of the product; (ii) Mode of payment being Cash and collected by our Logistics Partners on delivery of the product; or (iii) Mode of payment being through MPOS machine: 

Payments for orders that have been fulfilled, shall be remitted to your account, post receipt of funds in our designated Nodal Bank account, as per applicable laws and within the timeline of T+ 3 as prescribed by the Reserve Bank of India (wherein “T” shall mean the date on which the consideration is successfully credited to our Nodal Bank Account).

  1. Know Your Customer (“KYC”) mandate
    1. You will be required to complete the KYC procedure for verification of your identity and of the bank account you provided to us for receiving remittances as outlined above, as required by the bank and as per our internal requirements. Failure to comply with this requirement will result in remittances being frozen, until the required documents are submitted and validated by us.
    2. You may provide any of the following documents for the KYC procedure:
      1. GST registration certificate (Business name to be same as on registration certificate);
      2. PAN card;
      3. Cancelled cheque with the name of the Company printed on it;
      4. Declaration (in case of sole proprietorship).
    3. The documents submitted by you should correspond to, and should validate the details provided by you on the Merchant Dashboard.
  2. Item Quality, Customer Complaints, and Refunds
    1. In addition to the covenants and warranties provided by you under the E-Commerce Services Agreement, you should ensure that the items being sold to Customers are of high quality and in good working condition, and are not Unsuitable Products. For the purpose of this policy, the term “Unsuitable Product” means a product (a) that is defective, damaged, or lacking required label(s) as required under the Legal Metrology Act, 2009 and the rules and regulations thereunder, (b) that does not conform to the standards and the quality control checklist shared by us, or (c) that we determine to be unsuitable and unfit to be sold on the Website.
    2. Repeated complaints from Customers with regard to the same product or type of product may result in discontinuation of the listing of that particular product or type of product on the Website, and disciplinary action against you including temporary or permanent suspension of your selling privileges on the Website.
    3. You hereby agree to accept delivery of products:
      1. That are not delivered successfully or returned by Customers as being defective or incomplete or incorrect products;
      2. In respect of which the orders are cancelled by Customers prior to it being shipped out from any of our designated hubs.
      3. that reach the shipping addresses for delivery but for which customers fail to make complete payment under the Delivery versus payment model.
    4. If the amount that is required to be refunded to the Customer is less than INR 1,000 (Rupees One thousand only) (for products under the Engagement and Utility Categories) and less than INR 5,000 (Rupees Five thousand only) (for products under the Furniture Category), we may not insist on the Customer returning the relevant product to you (in consultation with your team). However, if the amount required to be refunded to the Customer is higher than as mentioned herein, we may arrange for the product to be picked up by one of our courier partners or our own logistics network, and returned to our hub, which may then be subsequently returned to you. We do not guarantee the return of such products, and further disclaim all responsibilities and liabilities for any product that has not been returned by the Customer. However, this shall not prevent you from independently pursuing a return claim against the Customer.
    5. In the event the Customers are provided with refunds for products purchased from you, we shall, at our sole discretion, be entitled to set off the amounts payable to us (including our commission/remittance charge) against subsequent remittances to you, or independently claim the same from you.
    6. As per applicable laws, you will be solely responsible for any warranties or guarantees for the products being sold by you on the Website.
  3. Merchant Returns and Debit
    1. In the event the product shipped by you is not accepted by our teams at the designated hubs:
Reason for RefundRecovery for the Product Cancelled
Shipping FeeMarketing FeePlatform FeeGoods and Services Tax
Quality Check FailNoYesYesYes*
Damage Product ReceivedNoYesYesYes*
Incorrect Product ReceivedNoYesYesYes*
Out of StockNoYesYesYes*
Timeline MissNoYesYesYes*
  1.  
  2. *Goods and Services tax applicable for Fees recovered
  3. All the products received at our designated hubs but not accepted (due to issues with quality or otherwise) will be returned to you.
  4. In the event the product shipped by you is received and accepted by our teams at the designated hubs, but not delivered to Customers:
Reason for RefundRecovery for the Product Cancelled
Shipping FeeMarketing FeePlatform FeeReverse Shipping FeeGoods and Services Tax
Customer Timeline CrossedYesNoNoYes**Yes*
Damage ProductYesYesNoNoYes*
  1.  
  2. Goods and Services tax applicable for Fees recovered
  3. Reverse shipping fee will be equal to shipping fee
  4. Products that are cancelled and not delivered to the Customer, due to defaults on your part with respect to meeting the prescribed timelines will be returned to you within 3 (three) months of notification from us. For damaged products, we may reach out to your team to discuss whether the products may be disposed of at our discretion (and you may not be required to refund the amounts remitted to your account for such products). In the event products are returned to you, we will be entitled to request reversal of the amounts remitted to your account, for such products (in order to process the refunds due to the Customer).
  5. Customer Cancellations when product is accepted by our teams at the designated hubs, and delivered to Customers:
Reason for RefundRecovery for the Product Cancelled
Cost of Goods SoldShipping FeeMarketing FeePlatform FeeReverse Shipping FeeGoods and Services Tax
Defective ProductYesYesNoNoYes**Yes*
Incorrect ProductYesYesNoNoYes**Yes*
Incomplete ProductYesYesNoNoYes**Yes*
Damaged ProductNoYesYesNoNoYes*
  1. *Goods and Services tax applicable for Fees recovered
    ** Reverse shipping fee will be equal to shipping fee
  2. Products that are cancelled due to being defective, incorrect, or incomplete will be returned to you within 3 (three) months of notification from us. For damaged products, we may reach out to your team to discuss whether the products may be disposed of at our discretion (and you may not be required to refund the amounts remitted to your account for such products). In the event products are returned to you, we will be entitled to request reversal of the amounts remitted to your account, for such products (in order to process the refunds due to the Customer).