Cancellation, Refund, and GSG Guarantee Rules and Policies

Please read the GSG User Agreement, Gaon Se Gaon Buyer Agreement, and Gaon Se Gaon Partnership Agreement as preliminary carefully as preliminary requirement  to understand the Cancellation, Refund, and GSG Guarantee Rules and Policies.

GSG may change this policy anytime, by posting the changes on this page, along with date and time. The changes become effective from the time of posting on this page on the website.

Once a Seller receives an order from Buyer as per specifications and terms stated on www.gaonsegaon.com , (hereinafter referred to as gaonsegaon.com  or  “Wesbite”),  it becomes a binding contract, and the Seller is contractually bound as per relevant law to deliver the goods and services as per order within timelines stated on Website.  GSG may use its rules and policies and applicable laws to ensure timely delivery of goods in good and working condition.  

Once a Buyer has purchased and paid for a specific item as listed on www.gaonsegaon.com , it is a binding contract to purchase the goods and the purchase order cannot be cancelled nor refund sought as long as the Seller delivers the ordered goods as per specifications stated on the website, in good condition within timelines and prices stated on the Website. 

To ensure that contracts are honoured, the Buyers and Sellers on  www.gaonsegaon.com are covered by GSG Guarantee Rules and Policies.

GSG Guarantee Rules and Policies (GSG Guarantee).

Irrespective of the type of claim, the maximum claim value to be raised GSG Guarantee and/or through www.gaonsegaon.com will be equal to the gross value of goods or services including cost of freight or service delivery as stated by the Seller on the Website for relevant Sale/Purchase transaction.

Buyers and Sellers are covered by GSG Guarantee as follows :-

1.)    When is a Buyer entitled to Cancellation and/or Refund in full including freight charges or service delivery charges ?

 

a)      If the Buyer does not receive the goods or services , i.e.  goods or services are  not delivered to the Buyer within contracted time lines.

How does the cancellation/refund process under GSG work in this case ? :-

 

  • Buyer raises a claim by writing to customersupport@gaonsegaon.com with Keywords “Item Not Received” in the heading of the email claiming goods or services not delivered, and seeking full refund.
  • Buyers can raise this claim of “Item Not Received” within 7 calendar days of the contracted delivery time having expired, but not before. A copy of the claim goes to the Seller, and the claim status also gets highlighted on the respective Seller’s Section on the Website.
  • gaonsegaon.com informs the Seller about the “Item Not Received” claim, and gives the Seller  7 (seven)  calendar days to make good the delivery of goods or services, or challenge the claim along with relevant proof of delivery verifiable by third party, e.g. Courier Receipt.  No response from Seller automatically entitles the Buyer to refund in full on 8th (eighth) calendar day after raising the claim.
  • In case Seller challenges the Buyer’s claim (only with relevant proof of delivery verifiable by third party, e.g. courier receipt), and claims delivery of goods or services along with relevant proof, then gaonsegaon.com rechecks with Buyer about Seller’s claim of delivery, and settles the matter between Buyer and Seller and the Claim based on available proof of delivery.

 

2.)    What happens if Seller has dispatched the Goods, and/or initiated delivery of services, but the Buyer has not received the goods/services within ordered time lines  and has raised a “Item Not Received” Claim as described above ?

  • Soon as Buyer raises Item Not Received Claim, gaonsegaon.com, a copy of the claim goes to the Seller Inbox and also reflected on the Website . The Seller  is immediately required to stop the goods in transit or stop the service delivery already initiated. Seller not having seen the “Item Not Received” Claim on email will not be treated as an excuse for any actions by the Seller.
  • The Seller is obliged to raise a specific written request through www.gaonsegaon.com   to the Buyer seeking time extension for delivery of goods or services.
  • If the Buyer provides delivery extension, then the new delivery timeline as approved by the Buyer becomes the delivery deadline.
  • If the Buyer declines the delivery time extension, then the Buyer is entitled to refusal of delivery, and is entitled to order cancellation and refund in full including freight or delivery charges as applicable in the claim of “Item not Received” as described under Point 1 above. Further the  Seller is obliged to bring back the goods in transit or services under process of delivery to his own premises at his own cost.

 

3.)    What happens if the Buyer  receives goods or services within the stated timelines or extended timelines (as approved by the Buyer or as applicable in Case of Point 1), but the goods or services are either  not as per specifications stated on www.gaonsegaon.com, or the item received is broken/not working ?

 

  • The Buyer raises a Claim by writing to customersupport@gaonsegaon.com with keywords “Item Not as Per Specifications” , or “Item Broken/Not Working” in the heading of the email along with brief description of the problem.
  • The Buyer is entitled to raise this claim within 72 (seventy two)  hours of the item being received for goods and within 3 (three) hours of the service having been received. Once a Buyer has raised this type of claim, he obviously cannot raise “Item Not Received” claim. A copy of the claim goes to the Seller, and the claim status also gets highlighted on the respective Seller’s Section on the Website.
  • gaonsegaon.com informs the Seller about the “Item Not Received” claim, and gives the Seller  7 (seven)  calendar days to contact the Buyer, and resolve the matter directly with the Buyer, with the help of resolution team from www.gaonsegaon.com either by giving replacement, or repairing the goods with new parts, or meeting the deficiency in case of services.
  • The matter is resolved once Buyer confirms to Seller and www.gaonsegaon.com that the Claim has been settled to his satisfaction or Buyer does not respond to Seller’s efforts to resolve the issue with the product or services
  • In case Seller is unable to resolve the matter, then Seller is obliged to take back the goods from customer premises , and bring them back to his premises at his own cost, i.e. cost of re-shipment or cost of service delivery is to be borne by the Seller.
  • In case of repairs, the cost of repairs with good new parts, and their shipment cost if any is to be borne by the Seller.
  • In case of replacement or return, the /Buyer is required to cooperate with return of goods, even though cost of re-shipment is to be borne by the Seller.
  • Buyer is entitled to full refund including cost of shipment if Seller is unable to make god the goods or services as per specifications and in working condition.

Additional FAQs  to GSG Guarantee Scheme :-

   1.      Can an extension apply for delivery timelines ?

The delivery timelines as stated by the Seller on www.gaonsegaon.com form part  of the binding contract between the Buyer and the Seller.  Non-delivery of the goods or services within stated timelines implies contract not fulfilled, and entitles the Buyer to raise “Item Not Received Claim” as described earlier.

However, during the contracted delivery time, due to unexpected reasons if a Seller feels that he needs delivery extension, then he must raise a specific written request to the Buyer through www.gaonsegaon.com before initiating dispatch or service delivery, and seek necessary delivery time line extension in writing. Buyer has sole discretion to provide or refuse this delivery extension. In case delivery extension is provided by the Buyer, then the new delivery time line becomes the delivery deadline, whereas if Buyer refuses to provide delivery time extension, then the original contracted delivery deadline holds good.

  2.     Can a Buyer seek Cancellation and Refund of an order during the contracted delivery timeline ?

Generally NO. Once a Buyer has purchased and paid for a specific item as listed on www.gaonsegaon.com , it is a binding contract to purchase the goods and the purchase order cannot be cancelled nor refund sought as long as the Seller delivers the ordered goods as per specifications stated on the website, in good condition within timelines and prices stated on the Website. 

However, before the Seller has dispatched the goods or  initiated delivery of services, the Buyer has the option of raising a “Cancellation and Refund” Request to the Seller through www.gaonsegaon.com . Only if the Seller agrees to cancellation and refund in writing to the Buyer and accepts this request on www.gaonsegaon.com , will the request be accepted and approved for refund by www.gaonsegaon.com . Only this type of refund maybe in full or partial as accepted by the Seller.

  3.     What if the Seller does not deliver the goods or services as contracted ?

Once a Seller receives an order from Buyer as per specifications and terms stated on www.gaonsegaon.com , (hereinafter referred to as gaonsegaon.com  or  “Wesbite”),  it becomes a binding contract, and the Seller is contractually bound as per relevant law to deliver the goods and services as per order within timelines stated on Website. 

Non-delivery of goods or services amounts to breach of contract, and Seller will have to bear following costs and/or penalties :-

  • No payment will be made to the Seller for that transaction and Buyer will be entitled to refund in full.
  • Seller will be charged for Listing fees, and Final Sales Value Fees or Sales Commission for that item by GSG irrespective whether the Listing Fees or Final Sales Value Fees were waived off under any promotion scheme or not, and same will be deducted from any dues to Seller.
  • Seller will need to bear the cost of payment gateway or payment processing fees applicable for that sale/item, and same will be deducted from any dues to Seller.
  • GSG will have right to disallow relisting of that item.
  • In case of repeat of such breaches, GSG will have right to disallow that Seller from listing it goods or services on the Website for a period to be decided by GSG.
  • GSG may use its rules and policies and applicable laws to ensure timely delivery of goods in good and working condition.