Return & Refund Policy

This Return & Refund Policy explains how returns work on SmarketHub for both purchased items and rented items, how refunds are calculated and paid out, and how we help resolve disputes between customers and vendors. It applies platform-wide, in addition to any terms shown on an individual listing. If something on a listing conflicts with this policy, please contact support before completing your order so we can clarify it upfront.

Items bought (not rented) through SmarketHub can be returned within 7 to 14 days of delivery, counted from the date the order is marked delivered in your Order History. To be eligible for a return, an item generally must be:

• Unused, unworn or otherwise in the same condition you received it.
• In its original packaging, with tags, manuals and all included accessories.
• Accompanied by proof of purchase (your SmarketHub order ID).

To start a return, go to Orders in your account, select the item, and choose Return Item. Certain items — such as perishables, personal care or hygiene products, customized or made-to-order items, and digital goods — cannot be returned unless they arrive damaged or defective, as is standard practice for these categories.

For rentals, the return does not start automatically — once your rental period ends, you need to initiate it yourself from Orders in your account by selecting the active rental and choosing Initiate Return. This schedules a pickup through our logistics partner, Shiprocket, who will collect the item from your address.

A rental return typically moves through the following stages, which you can track from your Order History:

• Return Initiated — pickup requested via Shiprocket.
• Picked Up — the item has been collected from you.
• Received — the item has reached the vendor.
• Verified — the vendor has inspected the item's condition.
• Refunded — your security deposit (less any applicable deductions) is released.

Please have the item packed and ready by the time your rental period ends. Continuing to hold a rented item after the agreed period, or repeatedly failing to be available for pickup, may result in additional rental charges for the extra time.

Most rentals include a refundable security deposit, shown at checkout and on your order summary. Once a returned item is received and inspected by the vendor, one of two things happens:

• If the item is returned in the condition it was rented in (normal wear and tear excepted), the full deposit is refunded.
• If the vendor reports damage, missing accessories, or excessive wear, deductions may be made from the deposit to cover repair or replacement — up to the full deposit amount, but never more than the deposit you paid.

Any deduction is based on the assessment and evidence (e.g. photos) provided by the vendor when they mark the return as verified. If you disagree with a deduction, contact our support team with your order ID — see Section 7 below.

If an item arrives damaged, defective or different from what was listed, this is treated separately from a standard return and does not count against the return window above. Document the issue with clear photos and report it through the app as soon as possible — ideally within 48 hours of delivery. Our support team will review the evidence and coordinate a replacement, repair or full refund with the vendor.

All payments on SmarketHub are processed through Razorpay, and all refunds are issued back to your original payment method through Razorpay — we do not hold or transfer refund amounts directly. Once a return or deposit refund is finalized (i.e. the item has been verified by the vendor, or a purchase return has been approved), the refund is initiated within 1–2 business days and typically reflects in your account within 5 to 7 business days, depending on your bank or card issuer.

SmarketHub is a marketplace connecting customers and vendors — we are not a party to the underlying rental or sale agreement, but we do actively help resolve disagreements about returns, damage assessments and refunds. If you believe a deduction, rejected return or refund amount is incorrect:

1. Contact us through the Contact page or support@samprino.com with your order ID and a description of the issue.
2. Include any supporting evidence — photos, messages with the vendor, or delivery/pickup records.
3. Our support team will review the case with both parties and aim to respond within 2–3 business days.

Where a dispute cannot be resolved between the customer and vendor directly, SmarketHub's decision on the return, deduction or refund amount — made in good faith based on the evidence provided — is treated as final.

We may update this Return & Refund Policy from time to time to reflect changes in our process or applicable law. We'll post the revised version here with an updated "last updated" date. Changes apply to orders placed after the update; orders already in progress remain governed by the policy in effect at the time of purchase or booking.

Questions about a return, deposit deduction or refund? Reach us at support@samprino.com or through our Contact page.