"At Alagrand we want to make sure that all our buyers have a safe and amazing shopping experience each time they shop through Buyer Protection Policy can help if you buy a Marketplace Item using our website and it doesn't turn up, or it's not as it was described."

When are you eligible for Buyer Protection?

In order to be eligible for a refund through Buyer Protection, you'll need to meet the following criteria:

  • You purchased the item via Website or Alagrand Android/iOS Application only.
  • You've ordered the item and has not being delivered to you.
  • If you're claiming an item is not as described, you've returned the item with original packaging to the mentioned address in materially the same, or similar, condition as when it was received by you.
  • Your dispute meets the criteria in the 'What's Protected' section below.

What's protected?

Below is the described situation in which the status of refund is explained. We will replace/refund any order within 10 days of delivery, with free return shipping if you receive a product which falls under below situations:

Situation Description
Non-Delivery You may be eligible for a refund if you arrange shipping with and the item doesn't arrive within the time indicated by us (or, if not indicated, a reasonable time). However, if the item is tracked and shows that it was signed for, we'll consider the item delivered, meaning that we're not responsible for refund into that case.
Not as Described You may be eligible for a refund if your item doesn't materially match the listing description of what you've purchased. There are a number of cases where you may be eligible for a refund:
  • Different item : Ex. If you order a large t-shirt and a small t-shirt is being found.
  • Item's condition misrepresented : Ex. If you order a pair of shoes described as "new" But receive shoes scuffed with the soles worn through.
  • Item missing parts or features : Ex. If you order a dress described as coming with Accessories but you only receive the dress.
  • The item is fake, unsafe or otherwise illegal : Ex. If the item is counterfeit or is non-compliant with product Safety standards. Note: If an item is counterfeit, unsafe or Illegal, we may require that you return this to Alagrand for disposal or detention through appropriate authorities.
  • Number of items is wrong : Ex. If you order three dresses but only receive two.
  • Item Damaged : Ex. While delivering to you the item is damaged or defective.
  • Empty box : If you receive empty box.

Note: All return requests have to be initiated by the buyer within 3 days of receipt of their parcel. No return requests will be entertained post that and the funds will be remitted to the seller.

There are certain scenarios where it is difficult for us to support returns:

  • Return request is made outside the specified time frame
  • Product is damaged because of use or Product is not in the same condition as you received it
  • Specific categories like innerwear, lingerie, socks and clothing freebies
  • Any consumable item which has been used or installed
  • Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
  • Made-to-order / custom jewelry
  • In case of International Product Deliver once the item is shipped we won't be able to cancel or refund the amount.
  • Fragile items, Hygiene related item