REFUND & RETURN POLICY
This Refund and Return Policy(Policy) will be effective from [5th February, 2025](Effective Date).
This Refund & Return Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of JQR Sports, a consumer-facing retail brand engaged in the online sale of shoes, offering a wide range of sneakers for men and women. JQR Sports is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of refund and return requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.
WHEREAS
A. JQR Sports (the “Company”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns and refunds;
B. The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;
C. In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Return Policy to serve as a standardized framework for evaluating and processing Return requests and non-cash refund claims in the form of promotional codes or credit notes;
D. This Policy applies to all customers purchasing products from the JQR Sports website, or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product return and refund, reverse shipping procedures, and grievance escalation.
NOW THEREFORE, JQR Sports hereby adopts this Refund & Return Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.
1. DEFINITIONS AND INTERPRETATION
1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:
a) “Act” Shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments or rules issued thereunder, which govern the rights and obligations of consumers and sellers in India.
b) “Customer” Shall mean any individual or entity that has purchased or placed an order for products offered by JQR Sports through its official website, or any other authorized sales channel.
c) “Discount” shall mean sale of products at a discount which shall be offered to a consumer at website.
d) “Refund Mode” shall mean the process of refunding the applicable amount either to the original payment instrument or method used by the Customer to make the purchase or, where expressly communicated by the Company, by way of store credit or a promotional code, in accordance with this Policy.
e) “Return Request” Shall mean a formal request initiated by the customer within the prescribed timeline to return an eligible product, subject to compliance with the conditions of this Policy.
f) “Reverse Shipping” shall mean the process of sending the Product back to JQR Sports by the Customer, arranged and borne entirely by JQR Sports, through a reliable courier or delivery service designated or approved by JQR Sports
g) “Eligible Product” shall mean a Product that qualifies for return under this Policy in accordance with the table set out in Section 4(b) and which, upon receipt by the Company, successfully passes the Company’s quality check. Except in cases of return on account of a manufacturing defect, the Product must be returned in pristine, unused, unwashed and undamaged condition, with the original packaging, labels, and tags intact, failing which the return and refund request shall not be accepted or processed.
h) “Maximum Retail Price (MRP), Normal Conditions” shall mean the maximum price inclusive of all applicable taxes, at which a Product is offered for sale, prior to application of any discounts, offers, or promotions. Any discount, if applicable, shall be applied on the MRP and the final payable price shall be the discounted price displayed at the time of purchase.
i) “Grievance Redressal Officer” or “GRO” Shall mean the designated officer appointed by the Company for addressing and resolving consumer complaints, in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.
j) “Products” or “Product” shall mean all kinds of footwear and fashion accessories, including casual, running, sports and other categories of shoes, and accessories such as socks, caps, bags, and any other merchandise, whether existing or introduced in the future, offered for sale by the Company on its official website or platform.
2. Interpretation
a) In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
b) Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
c) References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
d) Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings
e) Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
f) The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
g) All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.
2. PURPOSE
a) The purpose of this Refund & Return Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product returns and refunds. This Policy is designed to ensure that customers of JQR Sports (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for Refund. The Policy is further aimed at aligning JQR Sports’ return and refund practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.
b) This Policy reflects JQR Sports’ structured approach toward post-purchase grievances by balancing consumer protection with operational feasibility. It clearly defines the circumstances under which returns and claims may be initiated, restricting eligibility to cases of defective, damaged, missing, incorrectly delivered, or mismatched-size products, subject to strict timelines and documentation requirements. The Policy places procedural responsibility on the customer to duly intimate the Company within the prescribed period and to facilitate reverse logistics in compliance with specified conditions. Further, it demarcates the scope of manufacturing defect claims separately from routine returns and mandates preservation of original packaging and proof of purchase. Refunds are processed only upon verification and are issued through the original mode of payment within a stipulated period. Through these conditions, JQR Sports seeks to ensure a transparent, standardized, and commercially sustainable mechanism for handling post-sale disputes.
c) In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & return mechanisms.
3. PROCESSING TIMELINE
a) All customer orders shall be processed within twenty-four (24) to seventy-two (72) hours from receipt of the order and successful payment verification, excluding Saturdays, Sundays, and public holidays, unless a different processing timeline is expressly communicated on the Company’s website home page or in the order confirmation email sent to the Customer.
b) Processing time shall include order verification, quality checks, packaging, and preparation for dispatch, and shall be separate and distinct from shipping, delivery, transit, or return timelines under this Policy.
4. SCOPE OF THE ELIGIBILITY FOR RETURN
a) The Customers may request a return of eligible products purchased from JQR Sports strictly in accordance with the terms and conditions set forth herein. A return request shall be considered valid only upon strict compliance with the eligibility criteria, timelines, and documentation requirements prescribed under this Policy. The Company reserves the absolute right to inspect the returned product and to approve or reject the return request at its sole discretion depending upon the condition of the product and adherence to the prescribed return procedure.
b) A product shall be eligible for return only if all the following conditions are satisfied:
| Criterion | Requirement |
| Eligible Grounds For Return |
Returns shall be accepted only in cases of (i) Products with a verified manufacturing defect; (ii) Products damaged during transit; (iii) Missing Products from an order; (iv) Incorrect Product delivery, including delivery of an incorrect size, colour, or variant. |
| Condition of product | The product must be unused. Used footwear shall not be eligible for return under any circumstances. |
| Purpose of Exchange | Exchanges will be accepted only for size-related concerns within the same product or defective products that are barred in clause 5. No other requests (such as style preference, color choice, or change of mind) shall be entertained. |
| Timeframe for Exchange Request | The customer must initiate the exchange request within 36 hours from the time of delivery of the product, by writing to the designated email ID or through the platform’s exchange request portal (if available). |
| Proof of Delivery & Packaging | The customer may be requested to share an unboxing video or photographs for validation in case of product damage or defect. |
| Packaging & Accompaniment | The product must be returned in its original packaging along with all original tags, labels, and accessories intact. |
| Partial Return | In the case of multiple items in a single order, the Customer may return only the item(s) eligible under this Policy. |
| Non-Returnable | Conditions falling under the clause 5. |
| Reverse Shipping Responsibility | The company will arrange reverse shipping once the company approves the exchange/refund request. The customer must cooperate in handing over the product within its original packaging with all original tags, labels, seals, invoices, and accessories intact. |
| Original Invoice | A copy of the original invoice or order confirmation must be included in the return parcel. |
c) Any product failing to meet the above eligibility conditions shall be deemed ineligible for return, and such return request shall stand rejected. In such cases, no refund shall be processed, and the Company shall not be liable for any loss, damage, or deterioration of the product after rejection of the return request.
5. NON-ELIGIBILITY FOR RETURN
a) JQR Sports is committed to maintaining high standards of quality and customer satisfaction in all product purchases. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for return and refund. Customers are advised to review the following exclusions carefully before placing or initiating any return request.
b) A return or refund shall not be permitted under the following conditions:
(i) Any counterfeit or non-genuine products.
(ii) Used or worn products: Used, worn, or altered Products: Any Product that shows visible signs of use, wear, washing, soiling, alteration, or tampering shall be strictly non-returnable and non-refundable. For the avoidance of doubt, used footwear shall not be eligible for return under any circumstances, except in cases of a manufacturing defect identified and reported within the prescribed warranty period of one (1) month from the date of delivery.
(iii) Missing original packaging and accessories: Products returned without original packaging, tags, labels, seals, or accompanying accessories shall be deemed non-returnable and ineligible for refund.
(iv) Return/Exchange request initiated after the timeline: Any return request raised beyond 15 days from the date of delivery shall automatically be rejected and no refund shall be issued.
(v) Incomplete or Improper Documentation: Failure to provide mandatory proof, including order number, images of the product (top, bottom, and side views), and valid invoice, shall render the return request invalid.
(vi) Customer-caused damage: Products damaged due to improper use, accidental damage, cutting, tearing, staining, exposure to water or chemicals, or negligent handling by the Customer shall not qualify for return, replacement, or refund.
(vii) Invalid manufacturing defect claims: Products claimed as defective but not meeting the eligibility criteria for manufacturing defects, or returned without original packaging or invoice, shall not be eligible for any remedy under this Policy.
(viii) Unauthorised sellers: Any Product purchased from online platforms or physical retailers not expressly authorised by the Company shall not be eligible for return, replacement, or refund.
(ix) Clearance, discounted, or promotional sale items: Products marked as “Final Sale,” “Non-Returnable,” or part of a clearance/ discounted/ promotional offer at the time of purchase shall not qualify for exchange.
(x) Circumvention of Policy: Any attempt to initiate a return after the return window has closed, or to return a used Product, or to seek a return or refund under any circumstances other than a verified manufacturing defect identified within the one (1) month warranty period, shall be rejected.
Any product received by the Company in violation of the above conditions shall be rejected. No refund shall be issued in such cases, and the product shall be returned to the customer at the customer’s own cost and risk.
c) Wrong Item Delivered:
(i) Where a customer receives an item that differs in size, color, design, or type from the product ordered, the customer must notify JQR Sports within 15 days of receipt of the product. Upon verification, the Company shall arrange for return and provide a replacement or refund in accordance with this Policy, subject to stock availability.
6. PROCESS OF RETURN, STEP BY STEP
a) JQR Sports enables customers to initiate returns and manufacturing defect claims through a structured procedure, subject to the eligibility conditions under this Policy. Customers must strictly follow the steps detailed below:
| Step | Action | Description |
| 1 | Order Delivered | Order is successfully delivered to the customer as per defined TAT. The 15-day return window starts from the delivery date.Within 15 days of delivery, the customer must email customercare@jqrsports.com. The email must include: (a) clear reason for return or claim; (b) photographs of the footwear (top, bottom, and side views); (c) order number; and (d) copy of invoice.Return request is generally approved within 24 hours subject to the rest of the conditions set forth in this policy. |
| 2 | Customer Initiates Return | Customer logs in to My Account → My Orders, selects the order and clicks Request Return. Customer selects return reason (size issue, damaged, wrong item, etc.) and return type (Refund / Replacement). JQR Sports will inspect/review the request based on the information provided and determine whether it falls within the scope of return or manufacturing defect claim under this Policy |
| 3 | Return Eligibility Check (System) | System validates return window eligibility, item returnability, payment mode, and fraud/repeat return checks (if enabled). Request is auto-approved or rejected, and the customer is notified. |
| 4 | Return Pickup / Drop-off Scheduling | If approved, reverse pickup is scheduled with a logistics partner or drop-off instructions are shared. System generates Return ID / Reverse AWB, pickup date & time slot, and sends SMS/Email notification. The pickup is generally scheduled in 2 to 4 days. |
| 5 | Product Handover to Courier | Customer hands over the product to the courier. Courier scans the package and status updates to Picked Up (subject to completion of a verification). |
| 6 | Reverse Logistics Flow | Product moves from Customer → Pickup Hub → Sorting Center → Return Warehouse/Seller Location. Tracking status updates as In Transit and Reached Warehouse. |
| 7 | Warehouse Receipt & QC | Product is received at the warehouse against the Return ID. Quality Check (QC) is performed for product condition, original packaging, accessories, tags and to verify eligibility under the Return Policy. The QC is generally conducted within 1 to 2 days. |
| 8 | Refund / Replacement Processing | If QC passes, refund is initiated to original payment mode / wallet / store credit, or replacement order is created. If QC fails, refund is rejected and customer is notified. A refund is processed within 3 to 5 working days of upon conclusion of the steps set forth in this policy. |
| 9 | Closure & Communication | Return case is marked Closed. Customer receives refund confirmation with reference ID or replacement tracking details as applicable. |
b) Additional Provisions:
(i) Used footwear shall not be eligible for return or refund under any circumstances, except where a manufacturing defect is identified, verified, and reported within the prescribed warranty period of one (1) month from the date of delivery.
(ii) Return shipping shall be arranged and borne by the Company, unless expressly stated otherwise for a specific product or category.
(iii) Where a Customer has ordered multiple Products under a single order and wishes to return only one or some of such Products, the Customer may do so, subject to compliance with the same step-by-step return procedure and eligibility conditions under this Policy.
(iv) If a returned Product fails the Company’s inspection or quality check, or is otherwise found to be non-compliant with this Policy, no refund shall be issued, and the Product shall be returned to the Customer at the Customer’s expense.
(v) Any return or claim request raised beyond seven (15) days from the date of delivery shall be treated as invalid, save and except manufacturing defect claims raised within the one (1) month warranty period, subject to verification by the Company.
7. OBLIGATIONS OF THE CUSTOMER
a) In order to initiate and successfully complete a valid return, claim, or refund request under this Policy, the Customer shall mandatorily comply with the obligations set forth herein. These obligations are essential to enable JQR Sports to verify, process, and resolve post-sale requests in a fair, hygienic, and operationally efficient manner.
b) The Customer shall ensure that any product being returned to JQR Sports for the purpose of return is:
(i) Unused and in intact condition, except in cases of verified manufacturing defect claims;
(ii) Free from damage, stains, wear and tear, or any form of tampering caused after delivery;
(iii) Accompanied by original packaging, price tags, labels, and all accessories, as applicable; and
(iv) Securely packed to prevent any damage during return transit.
c) JQR Sports reserves the right to reject any return or claim request if the returned product fails to meet the above conditions. In such cases, no refund shall be issued, and the product shall be returned to the Customer at the Customer’s sole cost and risk.
d) Reverse Shipping Responsibility: The Company shall arrange and bear the cost of return shipping of the Product from the Customer to the designated address of JQR Sports, through a courier or logistics service designated or approved by the Company. The Customer shall cooperate with the return process and ensure that the Product is securely packed at the time of handover. JQR Sports shall not be responsible for any loss or damage arising due to inadequate or improper packaging by the Customer, or for any delay attributable to the Customer’s failure to comply with return instructions. Risk in the Product shall pass to JQR Sports only upon successful receipt of the returned Product at its designated facility.
8. RETURN AND REFUND LIMITATIONS
a) JQR Sports follows a conditional and verification-based return and refund framework. All return and refund requests are subject to strict compliance with the eligibility criteria, timelines, and documentation requirements prescribed under this Policy. This Clause sets out the limitations applicable to all return, claim, and refund transactions.
b) Refunds shall be issued only after the company receives and verifies the returned product by JQR Sports. The Company shall not be liable to process any refund unless the returned product fully complies with the Return Conditions and Claim Policy specified herein.
c) All approved refunds shall be processed within 5 to 10 working days from the date of receipt and successful inspection of the returned Product.
d) Refunds shall be issued either through the original payment method used at the time of purchase or, at the Company’s discretion or as expressly communicated to the Customer, in the form of store credit or a promotional code.
e) Store credit or promotional codes, where issued, shall be non-transferable, non-redeemable for cash, and subject to the terms and validity period communicated at the time of issuance.
f) JQR Sports expressly reserves the right to reject any return or claim request where the returned product:
(i) Does not fall within the permissible grounds for return or claim as specified in this Policy;
(ii) Is found to be used, in cases where used products are barred from return;
(iii) Is returned without original packaging, tags, labels, or invoice; or
(iv) Does not comply with the prescribed return conditions.
In such cases, no refund shall be issued, and the product shall be returned to the Customer at the Customer’s own expense.
e) All courier and reverse shipping charges associated with the return of the product shall be borne by the Company in accordance with this Policy.
9. PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)
a) JQR Sports is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product return and refund is resolved efficiently.
b) The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:
c)
| Name: | Rakesh Pandey |
| Designation: | Sales Coordinator |
| Email: | grievance.officer@jqrsports.in |
| Office Hours: | 10:00 AM to 6:30 PM |
| Postal Address: | Plot No 179(I), Sector-16, HSIIDC, Bahadurgarh, Jhajjar, Haryana, India, 124507 |
d) Customers who are dissatisfied with any aspect of the return or refund process, implementation of this Policy, or the customer support services may submit a written grievance to the Company by email at [customercare@jqrsports.com]
e) The written grievance must include:
i. Full name of the customer
ii. Order ID and product details
iii. Nature of the complaint or issue faced
iv. Copies of relevant communication, if any
v. Contact information for further communication
f) The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 30 (thirty) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.
f) If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.
10. GOVERNING LAW & JURISDICTION
a) This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.
b) The courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the return process, or any transactions between the customer and JQR Sports.
11. AMENDMENT TO THE POLICY
a) The JQR Sports reserves the right to modify, revise, suspend, or withdraw this Refund & Return Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of JQR Sports and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.
b) Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, JQR Sports may, at its discretion, notify customers via email or other means of communication registered with the Company.
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Now Therefore, This Refund & Return Policy is effective as of 5th February,2026 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the JQR Sports website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.
…End of the Policy
