Return & Exchange Policy

Effective Date: 15 August 2026 | Last Updated: 15 August 2026

1. Introduction

This Return & Exchange Policy explains the circumstances and process under which customers may request a return, replacement, exchange or refund for products purchased through the MINLAP marketplace.

MINLAP operates as a marketplace connecting customers with participating vendors.

Because products may be supplied by different vendors and may belong to different product categories, return and exchange eligibility can vary depending on the product, vendor, condition of the product and applicable law.

This policy should be read together with the MINLAP:

• Terms of Service;
• Privacy Policy;
• Payment Policy; and
• Shipping Policy.

2. Important Return Principle

MINLAP does not provide an unconditional return or exchange merely because a customer has changed their mind, unless a particular product or vendor expressly provides such an option.

However, nothing in this policy is intended to remove, restrict or waive any consumer right or remedy that cannot legally be excluded under applicable Indian law.

Where a product is defective, damaged, incorrect, materially different from what was ordered, missing or otherwise covered by applicable consumer protections, MINLAP will assess the customer's request according to the circumstances and applicable law.

3. Who Can Request a Return or Exchange?

A return, exchange, replacement or refund request may generally be submitted by the customer who placed the order through MINLAP.

The request should relate to a genuine issue with the relevant order or product.

MINLAP may request reasonable information to verify:

• The order;
• The customer;
• The product;
• The reported issue;
• The condition of the product;
• The delivery.

4. Eligible Reasons for Return, Replacement or Exchange

Subject to product-specific terms and applicable law, a customer may request a return, replacement or refund where the product is:

4.1 Damaged

The product was damaged during transportation or was delivered in a materially damaged condition.

4.2 Incorrect

The customer received a product different from the product ordered.

4.3 Missing

One or more products or components included in the order are missing.

4.4 Materially Different

The product received is materially different from its description, specification or representation on MINLAP.

4.5 Defective

The product has a genuine manufacturing or functional defect that is covered by the applicable product/vendor warranty or consumer protection requirements.

4.6 Quality Issue

The customer receives a product with a genuine quality issue that is reasonably supported by evidence and is eligible under the applicable product policy or law.

4.7 Other Legally Applicable Grounds

MINLAP will consider other grounds where a return, replacement or refund is required under applicable law.

5. Change-of-Mind Returns

MINLAP generally does not accept returns solely because a customer:

• Changed their mind;
• Ordered the wrong product;
• No longer wants the product;
• Found the product cheaper elsewhere;
• Selected the wrong size or variant where no size/variant exchange is offered;
• Does not like the colour or appearance where the product matches the listing.

However, if a particular product or vendor explicitly offers a change-of-mind return or exchange, the terms displayed for that product will apply.

6. Product-Specific Return Conditions

Some products may have different return or exchange requirements because of their:

• Nature;
• Size;
• Perishability;
• Hygiene considerations;
• Fragility;
• Customization;
• Regulatory restrictions;
• Vendor warranty;
• Manufacturer policy.

Where product-specific return terms are displayed before purchase, those terms will apply to the relevant product, subject to applicable law.

7. Return Request Time

Customers should inspect their order as soon as reasonably possible after delivery.

For damaged, incorrect, missing or materially different products, customers should preferably submit a request within 24 hours of delivery.

For defective products covered by a manufacturer or vendor warranty, the applicable warranty period may apply.

The 24-hour reporting period is intended to help MINLAP investigate delivery-related issues promptly.

It does not override any statutory right, warranty, guarantee or remedy that cannot legally be restricted.

8. How to Submit a Return or Exchange Request

Where the feature is available, customers may submit a request through the MINLAP application or website.

Recommended process:

1. Open My Orders.
2. Select the relevant order.
3. Select the affected product.
4. Select Return / Exchange / Replacement where available.
5. Select the reason for the request.
6. Provide the required description.
7. Upload photographs or other supporting evidence where requested.
8. Submit the request.
9. Wait for the request to be reviewed.

If the in-app return feature is unavailable, customers may contact MINLAP support.
Phone: +91 8353944900
Email: support@minlap.com

9. Evidence Requirements

To help MINLAP and the vendor investigate the issue, customers may be asked to provide:

• Photographs of the product;
• Photographs of the packaging;
• Photographs of labels/barcodes;
• Videos;
• Unboxing video, where available;
• Order details;
• Description of the problem;
• Delivery information;
• Other reasonable evidence.

Customers are encouraged to retain the original packaging until the return or replacement request has been resolved.

10. Damaged Products

If a product appears damaged at the time of delivery, customers should:

• Take photographs of the damaged product;
• Photograph the outer packaging;
• Photograph shipping labels where available;
• Report the issue promptly;
• Keep the product and packaging safely stored.

MINLAP may coordinate with the vendor and delivery partner to investigate the issue.

Where the damage is confirmed and a remedy is appropriate, MINLAP may provide:

• Replacement;
• Exchange;
• Refund; or
• Another appropriate remedy.

11. Incorrect Product

If the customer receives a product different from the product ordered, the customer should report the issue promptly.

Where verified, MINLAP may arrange:

• Collection of the incorrect product;
• Delivery of the correct product;
• Replacement;
• Exchange; or
• Refund where appropriate.

12. Missing Products or Components

If an item or component is missing from an order, the customer should report the issue promptly.

MINLAP may verify:

• Order information;
• Vendor packing information;
• Product quantity;
• Delivery records;
• Available delivery evidence.

If the missing item is confirmed, MINLAP may provide a replacement, refund or other appropriate remedy.

13. Defective Products

A product may qualify for a defect-related remedy where it has a genuine defect covered by:

• Applicable product warranty;
• Vendor warranty;
• Manufacturer warranty;
• Applicable consumer law.

MINLAP may request evidence demonstrating the reported defect.

Where a manufacturer's or vendor's warranty applies, the customer may be directed to the applicable warranty process where appropriate.

14. Product Quality Complaints

Customers may report a genuine product-quality concern.

MINLAP may request photographs, videos or other reasonable information to understand the complaint.

The outcome may depend on:

• Nature of the product;
• Vendor;
• Product specifications;
• Applicable warranty;
• Evidence provided;
• Applicable law.

15. Exchange Policy

An exchange may be available where:

• The product is eligible for exchange;
• The relevant vendor supports exchange;
• Replacement inventory is available;
• The issue meets the applicable eligibility conditions.

An exchange is not guaranteed merely because a customer requests one.

Where exchange is unavailable but a refund is appropriate, MINLAP may process a refund instead.

16. Replacement

Where an eligible product issue is confirmed, MINLAP may provide a replacement.

Replacement depends on availability.

If the same product is unavailable, MINLAP may offer an appropriate alternative remedy, which may include a refund where applicable.

17. Return Pickup

Where a physical return is required, MINLAP or its delivery partner may arrange pickup from the customer's delivery address.

Pickup availability may depend on:

• Location;
• Vendor;
• Product;
• Delivery partner;
• Product size;
• Operational circumstances.

Customers must reasonably cooperate with the pickup process.

18. Customer Responsibilities During Return

Customers must:

• Keep the product safely stored;
• Avoid unnecessary use after reporting an issue;
• Preserve original packaging where reasonably possible;
• Provide accurate information;
• Make the product available for pickup where required;
• Provide requested evidence;
• Not intentionally damage or alter the product after receiving it.

19. Condition of Returned Products

Where a return is approved, the product may need to be returned in an appropriate condition.

Depending on the product and reason for return, this may include:

• Original product;
• Accessories;
• Manuals;
• Packaging;
• Tags;
• Warranty documents;
• Other components supplied with the product.

However, a customer will not be denied a legally available remedy merely because packaging or a component is unavailable where applicable law provides otherwise.

20. Non-Eligible Situations

Subject to applicable law, a return or exchange request may generally be rejected where the issue is caused by:

• Customer misuse;
• Accidental damage after delivery;
• Improper installation where the customer was responsible for installation;
• Unauthorized modification;
• Normal wear and tear;
• Failure to follow product instructions;
• Customer-provided incorrect delivery information;
• Customer refusal to accept a correctly delivered order;
• Change of mind where no such return option is provided;
• Cosmetic preferences where the product materially matches its listing;
• Damage occurring after successful delivery due to customer handling.

The specific circumstances will be reviewed before a request is rejected.

21. Perishable and Sensitive Products

Certain products may have limited or no return eligibility because of their nature.

Examples may include products that are:

• Perishable;
• Time-sensitive;
• Hygienically sensitive;
• Customized;
• Made specifically for a customer;
• Subject to applicable regulatory restrictions.

Where such restrictions apply, they should be communicated to the customer before purchase where reasonably required.

Nothing in this section limits mandatory statutory rights.

22. Customized Products

Products customized, personalized or made specifically according to customer instructions may generally not be eligible for change-of-mind returns.

However, if the customized product is defective, damaged, incorrect or otherwise covered by an applicable legal remedy, the customer may contact MINLAP for resolution.

23. Refund Instead of Exchange

MINLAP may issue a refund instead of an exchange where:

• Replacement stock is unavailable;
• The product has been discontinued;
• The vendor cannot provide a replacement;
• Exchange is not operationally possible;
• A refund is otherwise appropriate;
• Applicable law requires a refund.

24. Refund Processing

Once a refund is approved, it will be processed according to the MINLAP Payment Policy.

Where technically and legally possible, the refund will generally be made to the original payment method.

The actual time for the refunded amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, UPI provider or other financial institution.

25. Partial Refunds

In certain circumstances, a partial refund may be appropriate.

For example, this may apply where:

• Only part of an order is affected;
• A specific component is missing;
• The applicable remedy is a partial price adjustment;
• Applicable law or vendor terms provide for a partial refund.

The applicable amount will be determined based on the circumstances of the case.

26. Return Shipping Costs

Where the product is returned because of an issue attributable to the vendor, product or delivery process, MINLAP may arrange or bear the applicable return logistics cost where appropriate.

Where a return is requested for a reason that does not qualify for a free return, any applicable charges will be communicated where reasonably required before proceeding.

Nothing in this provision limits a consumer's statutory rights.

27. Repeated or Fraudulent Return Claims

MINLAP may investigate unusual patterns of return, replacement or refund requests.

Examples of potentially abusive behaviour may include:

• False damage claims;
• False missing-item claims;
• Repeated fraudulent refunds;
• Returning a different product;
• Deliberate product damage;
• Manipulation of return evidence;
• Abuse of promotional/refund systems.

Where fraud or abuse is reasonably established, MINLAP may restrict account functionality or take other appropriate action, subject to applicable law.

28. Return Review Process

After a return or exchange request is submitted, MINLAP may review:

• Order information;
• Product information;
• Vendor information;
• Customer-provided evidence;
• Delivery information;
• Packaging information;
• Available photographs/videos;
• Applicable product policy;
• Applicable warranty;
• Applicable law.

Additional information may be requested before a final decision.

29. Approval Does Not Always Mean Immediate Refund

Approval of a return request may mean that:

• A replacement will be arranged;
• A product will be collected;
• A vendor review is required;
• A refund will be initiated after collection;
• Another remedy will be provided.

Where a physical return is required, the refund may be processed after the returned product is received and verified, where appropriate and legally permissible.

30. Return Pickup Failure

If an approved return pickup cannot be completed because the customer is unavailable or the product is not ready for collection, MINLAP may attempt another pickup where operationally possible.

Repeated unsuccessful pickup attempts may result in the return request being reviewed again.

This does not affect statutory rights where applicable.

31. Exchange Delivery

Where an exchange is approved, the replacement product may be delivered after:

• Return approval;
• Product availability;
• Required pickup;
• Vendor confirmation;
• Other applicable operational requirements.

Estimated delivery times may vary.

32. Product Warranty

Some products may carry a manufacturer or vendor warranty.

Warranty terms may specify:

• Warranty period;
• Covered defects;
• Exclusions;
• Service procedure;
• Authorized service locations;
• Replacement conditions.

Where a warranty applies, customers may be required to follow the manufacturer's or vendor's warranty process.

MINLAP may assist with coordination where appropriate.

33. Marketplace Vendor Responsibility

Because MINLAP operates a marketplace, the relevant vendor may be involved in reviewing product-related claims.

Vendors may be responsible for:

• Product quality;
• Product specifications;
• Product warranty;
• Product replacement availability;
• Product-related documentation.

MINLAP may coordinate between the customer and vendor to facilitate resolution.

34. Delivery Partner Responsibility

Where damage appears to have occurred during transportation, MINLAP may coordinate with the relevant delivery partner to investigate.

The customer should provide photographs and other available evidence to help establish the condition of the package at delivery.

35. Cancellation Before Delivery

If an order can be cancelled before fulfilment or dispatch, the customer may be eligible for a refund depending on the order status and applicable policy.

Once an order has progressed beyond a stage where cancellation is operationally possible, the customer may need to use the applicable return process instead.

36. Return of Promotional Products

If a product purchased using a coupon, discount or promotional offer is returned, the refund or replacement will be calculated according to the applicable promotion and transaction terms.

Promotional discounts generally do not become cash credits unless expressly stated.

37. Multiple-Item Orders

If multiple products are included in an order, a return request may apply to:

• One product;
• Multiple products; or
• The entire order,

depending on the reason for the request and applicable product/vendor policy.

Customers should clearly identify the affected item when submitting a request.

38. Wrong Size or Variant

Where MINLAP or a particular vendor provides size/variant exchange, the applicable product-specific exchange conditions will be displayed or communicated.

If no size/variant exchange option is offered, a customer may not automatically return a correctly supplied product solely because the selected size or variant was incorrect.

This provision remains subject to applicable consumer rights.

39. Colour and Appearance Variations

Minor differences between product photographs and the delivered product may occur because of:

• Lighting;
• Camera conditions;
• Screen settings;
• Manufacturing variations;
• Packaging updates.

Minor variations that do not materially change the product may not qualify for return.

Material differences may be reviewed under the applicable return process.

40. Decision on Return or Exchange

MINLAP will assess each request based on the available information and applicable policy.

Possible outcomes include:

• Return approved;
• Exchange approved;
• Replacement approved;
• Refund approved;
• Partial refund;
• Additional evidence requested;
• Request declined with an explanation where appropriate.

MINLAP will endeavour to communicate the outcome to the customer through available channels.

41. Customer Grievance

If you disagree with a return or exchange decision, you may contact MINLAP support.

Customer Support
Phone: +91 8353944900
Email: support@minlap.com

You may provide:

• Order ID;
• Return request ID;
• Reason for disagreement;
• Supporting evidence.

MINLAP will review the matter and respond as appropriate.

42. Grievance Officer

For unresolved grievances, customers may contact:
Roshan Kumar
Grievance Officer
Roxonic Private Limited
Brand: MINLAP
Phone: +91 8353944900
Email: support@minlap.com

MINLAP will endeavour to acknowledge and address grievances within the timelines prescribed by applicable law.

43. Fraud and Abuse

MINLAP reserves the right to investigate suspected fraudulent or abusive return activity.

Where fraud is reasonably established, MINLAP may take appropriate action, which may include:

• Rejecting fraudulent claims;
• Restricting promotional benefits;
• Restricting account functionality;
• Suspending an account;
• Recovering amounts improperly obtained;
• Reporting unlawful conduct to appropriate authorities where required or permitted.

Any action will be subject to applicable law.

44. Changes to This Policy

MINLAP may update this Return & Exchange Policy from time to time to reflect:

• Changes in products;
• Changes in vendor arrangements;
• Operational changes;
• Changes in return procedures;
• Changes in applicable law;
• Regulatory requirements.

The latest version will be published on the MINLAP website.

The Last Updated date at the top of this policy indicates the latest revision.

45. Applicable Law

This Return & Exchange Policy is governed by applicable laws of India.

MINLAP will comply with applicable consumer protection requirements, including mandatory rights and remedies applicable to customers.

Nothing in this policy is intended to unlawfully exclude, limit or waive any statutory consumer protection.

46. Contact Us

For return, exchange, replacement or refund assistance:

Roxonic Private Limited
Brand: MINLAP
CIN: U62090JH2025PTC025912
Phone: +91 8353944900
Email: support@minlap.com

Grievance Officer
Roshan Kumar
Email: support@minlap.com
Phone: +91 8353944900

47. Summary for Customers

Before placing an order on MINLAP:

• Check the product description and specifications.
• Check the available size/variant.
• Check any product-specific return conditions.
• Confirm your delivery address.
• Review the final price before payment.

After receiving your order:

• Inspect the product promptly.
• Check for damage or missing items.
• Report incorrect or damaged products as soon as possible.
• Keep packaging and supporting evidence where reasonably possible.
• Do not use or modify a product after discovering a potential defect unless necessary.