Shoptoli Terms of Use
This document is an electronic record in terms of the Information Technology Act, 2000 and rules made thereunder, as applicable, and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.
This document is published in accordance with the provisions of Rule 3 (1) of the Information Technology (Intermediaries Guidelines) Rules, 2011 that require publishing the rules and regulations, privacy policy, and Terms of Use for access or usage of the domain name [shoptoli.in] (“Website”), including the related mobile site and mobile application (hereinafter referred to as the “Platform”).
The Platform is owned by Shoptoli Private Limited, a company incorporated under the Companies Act, 2013, with its registered office at Roop Tower, Nimtard, Purulia,West Bangal-723101 (hereinafter referred to as “Shoptoli”).
Your use of the Platform, services, and tools are governed by the following terms and conditions (“Terms of Use”) as applicable to the Platform including the applicable policies which are incorporated herein by way of reference. If you transact on the Platform, you shall be subject to the policies that are applicable to the Platform for such transactions. By mere use of the Platform, you shall be contracting with Shoptoli Private Limited, and these terms and conditions, including the policies, constitute your binding obligations with Shoptoli.
For the purpose of these Terms of Use, wherever the context so requires:
- “You” or “User” shall mean any natural or legal person who has agreed to become a buyer on the Platform by providing registration data while registering on the Platform as a registered user using the computer systems.
- Shoptoli allows the User to browse the Platform or make purchases without registering on the Platform.
- The terms “We”, “Us”, “Our” shall mean Shoptoli Private Limited.
ACCESSING, BROWSING OR OTHERWISE USING THE SITE INDICATES YOUR AGREEMENT TO ALL THE TERMS AND CONDITIONS UNDER THESE TERMS OF USE. PLEASE READ THE TERMS OF USE CAREFULLY BEFORE PROCEEDING.
By impliedly or expressly accepting these Terms of Use, you also accept and agree to be bound by Shoptoli’s policies (including but not limited to the Privacy Policy available on the Platform), as amended from time to time.
Membership Eligibility
Transactions on the Platform are available only to persons who can form legally binding contracts under the Indian Contract Act, 1872. Persons who are “incompetent to contract” within the meaning of the Indian Contract Act, 1872, including un-discharged insolvents, are not eligible to use the Platform.
If you are a minor (i.e., under the age of 18 years), you may use the Platform or access content on the Platform only under the supervision and prior consent of a parent or legal guardian.
As a minor, if you wish to transact on the Platform, such transactions must be carried out by your legal guardian or parents. Shoptoli reserves the right to terminate your membership and/or refuse to provide you with access to the Platform if it comes to our notice, or if it is discovered, that you are under the age of 18 years and transacting on the Platform.
Your Account and Registration Obligations
- If you use the Platform, you shall be responsible for maintaining the confidentiality of your Display Name and Password, and for all activities that occur under your account.
- You agree that if you provide any information that is untrue, inaccurate, not current, or incomplete, or if Shoptoli has reasonable grounds to suspect that such information is untrue, inaccurate, not current, or incomplete, or not in accordance with these Terms of Use, Shoptoli shall have the right to indefinitely suspend, terminate, or block access to your membership on the Platform.
- Your mobile phone number and/or email address shall be treated as your primary identifier on the Platform. It is your responsibility to keep this information updated at all times. You agree to promptly notify us if your mobile phone number or email address changes, by updating the same on the Platform through one-time password verification.
- Shoptoli shall not be liable or responsible for any consequences of the use or misuse of your account information, including where you have failed to update your revised mobile phone number and/or email address on the Platform.
- If you share or allow others to have access to your account (by creating sub-profiles or otherwise), they may be able to view and access your account information. You shall be solely responsible for all activities carried out under your account and any consequences arising therefrom.
- You must maintain the confidentiality of your account information and shall be responsible for all activities under your account. Sharing your login details (username and password) with any other person shall be considered a breach of these Terms of Use.
- You agree to:
a) ensure that you log out of your account at the end of each session; and
b) immediately notify Shoptoli of any unauthorized use of your account. - If there is reason to believe that there may be a security breach or misuse of your account, Shoptoli may require you to change your password or may suspend your account temporarily, without any liability, for such period as deemed appropriate.
Communications
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvaWhen you use the Platform or send emails or other data, information, or communication to us, you agree and understand that you are communicating with us through electronic records. You consent to receive communications via electronic records from us periodically and as and when required. We may communicate with you by email, SMS, notifications, or by such other mode of communication, electronic or otherwise.
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Platform for Transaction and Communication
The Platform enables Buyers and Sellers to transact with each other on the Platform. Shoptoli is not and cannot be a party to, or control in any manner, any transaction between the Platform’s Users.
Henceforward:
Commercial/Contractual Terms
- All commercial/contractual terms are offered by and agreed to solely between Buyers and Sellers.
- These terms include, without limitation: price, shipping costs, payment methods, payment terms, date/period/mode of delivery, warranties related to products/services, and after-sales services.
- Shoptoli does not determine, control, or advise on such terms between Buyers and Sellers.
- All discounts, offers (including exchange offers) are provided by the Seller/Brand and not by Shoptoli.
Order Placement & Cancellation
- Placement of an order by a Buyer with a Seller on the Platform shall be treated as an offer to buy the product(s). It shall not be considered as Seller’s acceptance of the offer.
- The Seller retains the right to cancel any order at its sole discretion. The Buyer shall be intimated of such cancellation through email/SMS.
- Any amount paid by the Buyer for a cancelled order shall be refunded.
- The Seller may cancel orders where the quantity exceeds typical individual consumption. This applies to both single large orders and multiple orders for the same product.
- Determination of what constitutes “typical consumption” shall be at the Seller’s sole discretion and may vary from Buyer to Buyer.
No Warranties/Representations by Shoptoli
- Shoptoli does not make any representation or warranty regarding product specifics (such as quality, value, salability, etc.) of products or services listed on the Platform.
- Shoptoli does not implicitly or explicitly support or endorse the sale or purchase of any products or services on the Platform.
- Shoptoli accepts no liability for errors, omissions, or misrepresentations by Sellers or third parties.
No Responsibility for Contracts Between Buyers & Sellers
- Shoptoli is not responsible for any non-performance, breach of contract, or disputes between Buyers and Sellers.
- Shoptoli does not guarantee that Buyers and Sellers will fulfill their obligations in transactions conducted on the Platform.
- Shoptoli shall not and is not required to mediate or resolve disputes between Buyers and Sellers.
Verification of Users
- Shoptoli does not verify the legal title, creditworthiness, or identity of its Users.
- Users are advised to independently verify the authenticity and bona fides of any other User they choose to deal with, using their best judgment.
No Ownership of Goods/Services
- Shoptoli never comes into possession of, or claims any rights, title, or interest over the products/services offered by Sellers.
- All rights and responsibilities lie strictly between the Seller and the Buyer.
- Shoptoli shall not be responsible for unsatisfactory/delayed performance of services, damages, delays, or issues such as products being out of stock, unavailable, or back ordered.
Role of Shoptoli
- The Platform is only a medium that enables Buyers and Sellers to connect and transact.
- The contract for sale of any product or service shall always be a bipartite contract between the Seller and the Buyer.
At no time shall Shoptoli hold any right, title, or interest over the products, nor shall Shoptoli have any obligations or liabilities in respect of such contracts between Buyers and Sellers.
Shoptoli is not responsible for unsatisfactory or delayed performance of services, or damages or delays resulting from products being out of stock, unavailable, or back ordered.
Business Purchases & GST Invoices
- Select products offered by Sellers on the Platform may be eligible for business purchases.
- Upon your purchase of product(s) eligible for business purchases, you may be able to avail the benefits of GST input tax credit. Accordingly, at your request, a Tax Invoice containing the GSTIN provided by you shall be issued by the Seller(s).
The GST Invoice will contain (as provided by you):
- GSTIN associated with your registered business
- Entity name of your registered business
Additional terms:
- Not all products are eligible for business purchases. The eligibility of Tax Invoice will be displayed on the product page.
- Purchases on the Platform are strictly for end consumption. Products must not be used for commercial, promotional, resale, or redistribution purposes.
- For availment of input tax credit, the delivery address must match the registered business address as per GST authority records.
- Input tax credit may be denied by GST authorities if the delivery address and GSTIN belong to different states.
- If GSTIN or business details are not provided, the order will be treated as a personal purchase.
- Shoptoli is not responsible to verify the correctness of the GSTIN/entity name provided. The User is solely responsible for providing accurate details.
- Neither Shoptoli nor the Seller shall revise or reissue GST Invoices once generated.
- Shoptoli will not be liable if you are unable to avail input tax credit or if such credit is denied by GST authorities.
- You shall be solely responsible for compliance with applicable laws.
You agree to indemnify and hold harmless Shoptoli and Sellers from any claims, costs, penalties, or liabilities arising from:
- incorrect GSTIN/entity details provided by you,
- misuse of GST Invoice,
- non-compliance with applicable laws, or
- misuse of third-party GSTIN details.
Shoptoli may restrict business purchases if fraudulent activity is identified.
The Seller reserves the right to refuse issuance of a Tax Invoice or issue a credit note cancelling a transaction in case of fraudulent activity.
Transactions & Disclaimer
You shall independently agree upon terms of delivery, payment, insurance, etc. with the Seller(s) you transact with.
Pricing of products on the Platform may, due to technical issues, typographical errors, or incorrect Seller-provided information, be incorrectly reflected. In such cases, the Seller may cancel your order(s).
User Indemnity
You release and indemnify Shoptoli, its officers, and representatives from any cost, damage, liability, or consequences arising from actions of other Users on the Platform.
Shoptoli cannot control the accuracy, completeness, or reliability of information provided by Users. Some information may be offensive, harmful, inaccurate, or deceptive. Users are advised to exercise caution and practice safe trading while using the Platform.
Please note that there are inherent risks in dealing with underage persons, or with people misrepresenting their identity.
Charges
Shoptoli may charge a nominal fee for browsing and buying on the Platform.
Shoptoli reserves the right to revise its Fee Policy from time to time. This may include:
- Introduction of new fees,
- Modification of existing fees, or
- Removal of certain charges.
Any such changes shall be updated on the Platform and will become effective immediately upon posting.
Unless otherwise specified, all fees are quoted in Indian Rupees.
Users are solely responsible for compliance with all applicable laws while making payments to Shoptoli Private Limited.
Platform Fee
The Platform Fee is levied by Shoptoli to ensure efficient operations and continuous improvement for a seamless app experience.
Refund of Platform Fee
a) If the order is lost or undelivered, the full order amount (including the Platform Fee, if paid online) will be refunded.
b) If an order is partially cancelled or returned, the Platform Fee will be refunded proportionately for the cancelled/returned item(s).
c) If the entire order is cancelled, the full Platform Fee will be refunded.
Convenience Fee (Shoptoli Travel/Bookings)
- For availing travel or booking services on the Platform, Shoptoli may charge a Convenience Fee or Service Fee in addition to the cost of booking charged by service providers.
- These fees (including any modifications) will be displayed before confirming the booking.
- In case of short-charging due to technical or other reasons, Shoptoli reserves the right to recover the balance from the User. Failure to pay may result in cancellation of booking.
- Shoptoli will only be liable to refund the Convenience Fee it directly collected, subject to applicable refund policies.
Goods Transportation (Delivery) Charges
- By agreeing to these Terms of Use, you authorize Shoptoli to facilitate delivery of products through a third-party Transporter.
- This Transporter is responsible only for transportation, not for the sale of products.
- You agree to pay applicable Goods Transport (GT) Charges, which may vary depending on order value, distance, and delivery timing.
- GT Charges will be displayed at the time of placing the order.
Refund of GT Charges
If an order is returned, the GT Charges (if already paid) will be refunded along with the product refund.
Ownership of Products
- All purchases are direct transactions between you and the Seller.
- Ownership of the product transfers to you once the Seller hands over the product to the Transporter.
- The Transporter is not a buyer or seller; it only provides logistics services.
Once you accept delivery at your location, it will be deemed that:
- The Transporter has completed its obligations, and
- The consignment was received in full and intact condition.
GST & Consignment Note
- The Transporter is a Goods Transport Agency (GTA) under GST laws, and GT Charges will include applicable taxes.
- A Consignment Note will be issued for each delivery, containing additional terms and conditions for transportation.
Transporter Liability
The Transporter shall not be liable for delays, mis-delivery, non-delivery, or damages caused by:
- Natural calamities,
- Force majeure events, or
- Any circumstances beyond its control.
Delivery time estimates shown on the Platform are approximate and not binding on the Transporter
Use of the Platform (Shoptoli)
By using the Shoptoli Platform, you agree to follow the rules and policies below.
1 Restricted Activities
You must not upload, share, or publish any information/content that
(a) belongs to another person without proper rights or permission.
(b) is harmful, abusive, defamatory, obscene, hateful, unlawful, or violates any law.
(c) is misleading or false.
(d) promotes obscenity, racism, hatred, violence, or physical harm against any person or community.
(e) harasses or invades someone’s privacy.
(f) sends spam, junk mail, chain letters, or unsolicited messages.
(g) infringes third-party intellectual property rights (copyright, trademark, patent, privacy rights, etc.).
(h) contains viruses, malware, trojans, or harmful code.
(i) promotes illegal activities, gambling, fake or stolen goods.
(j) threatens India’s unity, integrity, security, sovereignty, or insults any other nation.
2 Technical and Security Rules
- You must not attempt any unauthorized access to the Platform.
- Tampering with data, servers, networks, or security systems is prohibited.
- Using automated tools (like bots, scrapers, crawlers) without Shoptoli’s permission is not allowed.
- You must not disrupt the normal operation of the Platform or disturb other users’ experience.
3 Conduct and Communication
- You must not post abusive, defamatory, or insulting comments about Shoptoli, its brand, services, or users.
- You must not impersonate (pretend to be) someone else.
- Only legal and permitted business activities are allowed on the Platform.
- Advertising, promotion, or selling without permission is prohibited.
4 Compliance with Law
You must always follow applicable Indian laws (including the Information Technology Act, 2000 and related rules).
You cannot list or sell any product/service that is legally prohibited.
5 Rights and Use of Information
You grant Shoptoli a non-exclusive, worldwide, free, sub-licensable license to use the information you provide (text, images, videos, etc.) for display and operation of the Platform.
Your information will only be used as per the Terms of Use and Privacy Policy.
6 Reporting and Action
Shoptoli has the right to remove, restrict, or suspend any content or user account found to be illegal, inappropriate, or against policy.
Shoptoli may share your information with government or legal authorities if required by law.
For Prescription and Non-Prescription Drugs
1 General Medical Disclaimer
The information available on the Shoptoli Platform is for general information purposes only.
It is not a substitute for professional medical advice, diagnosis, or treatment.
- Always confirm any health-related information with your doctor or another qualified healthcare provider.
- Never ignore professional medical advice or delay seeking treatment because of something you read on Shoptoli.
- Shoptoli does not guarantee the accuracy, reliability, or completeness of any medical information or content provided on the Platform
Shoptoli does not recommend or endorse any specific medicines, treatments, doctors, or medical opinions that may appear on the Platform.
2 Diagnostic Services
Shoptoli allows users to access diagnostic test services provided by independent third-party labs or service providers
These may include:
- Sample/home collection
- Conducting medical tests
- Generating & delivering lab reports
⚠️ Important:
- Shoptoli only facilitates the booking of these services.
- Shoptoli is not responsible for the quality, accuracy, legality, or results of the tests conducted by third-party providers.
- All responsibilities for compliance with applicable medical laws remain with the diagnostic service providers.
3 Teleconsultation Services
For medicines that require a valid prescription:
- Orders will be processed only if you upload a valid prescription.
- If the prescription is invalid, expired, or not uploaded, Shoptoli may connect you (through third-party vendors) with licensed medical professionals (“Professionals”) who can review your details and may issue a prescription (“Teleconsultation Services”).
Key points:
- The decision to issue a prescription rests entirely with the medical professional.
- Teleconsultation is not a replacement for in-person consultation with your doctor.
- The professional may refuse consultation or decide that prescriptions cannot be issued through this mode.
- The consultation may be conducted via text, audio, or video, as decided by the professional.
Shoptoli has no control or responsibility for:
- The quality of medical advice or prescriptions given by professionals.
- Any wrong, inappropriate, or incomplete medical advice.
- Any negligence or malpractice by professionals.
4 User Responsibility
- You must provide accurate and complete medical history and other details requested by professionals.
- Failure to provide correct information may result in refusal of services.
- If your Shoptoli account is used by another person to access teleconsultation services, proper authorization documents may be required.
5 Prescriptions and Medicines
- Professionals may prescribe alternative medicines instead of the original ones in your uploaded prescription.
- You give explicit consent to process your order based on such alternative prescriptions if available with Shoptoli sellers.
- Shoptoli is not responsible for the sale, supply, or dispensing of medicines — this is solely the responsibility of the seller.
6 Emergency Situations
Teleconsultation services on Shoptoli are not meant for medical emergencies.
In case of an emergency, you must immediately contact your doctor, hospital, or local emergency helpline.
7 Limitations of Liability
- Shoptoli does not guarantee that consultation services will be error-free, uninterrupted, or suitable for your needs.
- Any reliance on consultation services, prescriptions, or medical advice obtained through Shoptoli is entirely at your own risk.
- Shoptoli is not liable for any medical negligence, wrong treatment, or inconvenience caused by professionals or third-party service providers.
8 Data and Privacy
- Consultation sessions may be recorded or logged by third-party vendors or professionals as required by law.
- Shoptoli does not have access to your private medical interactions with professionals.
- Please refer to Shoptoli’s Privacy Policy for details on how your personal and medical information is stored, used, and protected.
Shoptoli Terms (Medicines, Tobacco & Delivery)
Legal Compliance
You agree to follow all laws like Telemedicine Practice Guidelines, Drugs and Cosmetics Act, 1940, Drugs Rules, 1945, and Drugs and Magic Remedies Act, 1954 (with amendments).
You will not do any transaction that is against the law.
Role of Shoptoli
- Shoptoli is only a platform/bridge between customers and sellers.
- All agreements and terms are directly between you and the seller (Pharmacy/Retailer).
- Orders for medicines are fulfilled only by licensed pharmacies, and only with a valid prescription.
- Shoptoli itself does not sell, stock, or distribute medicines.
Tobacco Products
- You cannot order tobacco from Shoptoli if you are under 18 years (or under 21 in West Bengal).
- Delivery of tobacco is not allowed within 100 meters of an educational institution.
- Delivery staff may ask for valid ID proof; you must cooperate.
- Shoptoli can cancel your tobacco order if these rules are broken.
Delivery Policy
- Medicines will only be delivered with a valid prescription.
- Pharmacies can refuse delivery if the prescription is missing or invalid.
- Delivery of medicines is possible only in serviceable pin codes.
- OTC (over-the-counter) healthcare products (like vitamins, supplements, etc.) are available all over India.
- If delivery is not possible in your area (due to logistics), your order will be cancelled and you will be informed.
- Lab tests and similar services are also available only in serviceable areas.
Information & Warranties
- Shoptoli provides information only.
- Shoptoli does not guarantee 100% accuracy of product/medical information as it comes from external/third-party sources.
- All warranties (if any) are provided only by the product manufacturer.
- Before making health decisions, always consult your doctor.
Prescription Medicines
- Prescription orders are forwarded to sellers.
- Sellers verify them through qualified pharmacists before dispensing.
- Shoptoli does not allow orders for prescription medicines without a valid prescription.
Accuracy & Responsibility
- Information on medicines and healthcare products on Shoptoli is for reference only and may not be fully accurate.
- Users must confirm details with their doctor or official sources.
- Shoptoli is not responsible for any misuse, misunderstanding, or wrong use of product information.
Product Safety & Banned Drugs
- If a medicine or healthcare product is banned, recalled, or restricted by the Government of India, Shoptoli will remove it.
- However, Shoptoli is not responsible if you place an uninformed order before the product is delisted.
- Users should stay informed about such updates.
Medical Advice Disclaimer
- Information on Shoptoli is not medical advice.
- It should not replace your doctor’s advice.
- For dosage, instructions, or alternatives, always check the manufacturer’s product details and consult your doctor/pharmacist.
Responsibility of Sellers
- Sellers must ensure that products are from approved and licensed manufacturers.
- Shoptoli is not responsible for fake, adulterated, or spurious products listed by sellers.
- There may be multiple brands for the same medicine. Always consult your doctor to choose the correct one.
👉 In short:
- Shoptoli is only a platform.
- All medical decisions must be taken by you and your doctor.
- Shoptoli and sellers follow valid prescription laws.
- You agree to take responsibility for how you use the products and information.
Drug Information Disclaimer
- All medicine/drug information on Shoptoli is generic and based on third-party sources.
- While we try to provide correct details, we do not guarantee accuracy for every brand.
- Different brands may have different specifications, so the details here may not match 100%.
- The information is only to give you a general idea about medicines.
- Product images shown on Shoptoli are for illustration only and may differ from the actual product.
- Sellers are responsible for listing correct product/brand information.
Content Posted on Platform
- Shoptoli may monitor content posted on the platform, but is not obliged to do so.
- Shoptoli can remove/edit any content that violates laws or Terms of Use.
- You are fully responsible for the content you post (including messages).
- Such content does not represent Shoptoli’s views.
- Shoptoli is not liable for any damage, claim, or loss due to such content.
- You confirm that you own the rights to any content you post and that it does not violate any third-party rights or laws.
Advertisers & Promotions
- Any dealings with advertisers (payments, deliveries, warranties, etc.) are between you and the advertiser.
- Shoptoli is not responsible for any loss or damage arising from such dealings.
Offensive/Unauthorized Content
- Other users (or hackers) may post offensive or obscene content.
- You may be exposed to such content, and Shoptoli is not responsible for it.
- Others may also misuse your publicly shared personal information.
- You must be careful about what information you disclose on Shoptoli.
Security & Attacks
If you (alone or in group) are involved in any DoS/DDoS (Distributed Denial of Services) attack on Shoptoli, we have full rights to take legal action and claim damages.
Voice Command Shopping
If you use the voice shopping feature, you agree that Shoptoli and its partners may collect and use your voice data to:
- improve services,
- customize your experience, and
- add new features.
Use of voice data will follow the Shoptoli Privacy Policy.
This feature is only available in India, may not work on all devices, and requires internet.
Shoptoli may update, suspend, or discontinue this feature anytime without notice.
Continued use means you accept these terms.
Translation Features
- Shoptoli may provide translations in Hindi, Telugu, Tamil, Kannada, Marathi, Bengali, Gujarati, Odia, Malayalam, Punjabi, and Assamese.
- These translations are only for convenience and may not be fully accurate.
- Delivery addresses entered in local language will be converted to English for processing.
- If there is a difference between translated content and English content, the English version will be final.
- Not all sections/features may be translated.
- Shoptoli may change, suspend, or stop this feature anytime without notice.
- Shoptoli is not responsible for any error or loss due to translation issues.
Shoptoli – Terms on Content & User Rights
1. Content on the Platform
All text, graphics, images, logos, audio, video, trademarks, etc. displayed on Shoptoli are either user-generated or sourced from third parties.
Shoptoli does not control such third-party content and acts only as an online marketplace/intermediary.
Unless permitted in writing by Shoptoli, no content from the Platform may be:
- copied,
- reproduced,
- republished,
- uploaded,
- displayed,
- translated,
- transmitted, or
- distributed
for any commercial or public purpose
2. Permitted Use of Information
You may use product/service information available on Shoptoli only if:
- You do not remove any copyright or proprietary notices.
- You use it strictly for personal, non-commercial purposes.
- You do not modify or alter the information.
- You do not make additional warranties or representations about it.
3. User Content & Rights
You are solely responsible for any content you post (reviews, comments, photos, videos, messages, etc.).
By posting, you grant Shoptoli a worldwide, perpetual, transferable license to use your content for:
- advertising and promotions,
- social media or other media (present and future),
- creating derivative works.
Such use will be in accordance with Shoptoli’s Privacy Policy.
You will not receive any payment or compensation for such use.
4. Content Suitability Warning
- Some content on Shoptoli may not be suitable for all users.
- Certain content may be inappropriate for children; therefore, parents/guardians should supervise access.
- Viewer discretion is advised.
Privacy & Disclaimer
Privacy
- Protecting your privacy is very important to us.
- We treat your personal information as a valuable asset.
- Your information (including sensitive financial details, if any) is stored and processed on secure systems, with both physical and technological safeguards, as per the Information Technology Act, 2000.
- Our full Privacy Policy is available on the platform. If you do not agree with how we use or transfer your information, please do not use Shoptoli.
Sharing of Information
We may share your information with our affiliates and corporate entities. They may send you marketing messages unless you opt out.
We may share your information with third parties for:
- providing services,
- legal compliance,
- enforcing Terms of Use,
- preventing fraud/illegal activities,
- marketing and advertising (with your consent).
We will not share your personal details with third parties for their marketing without your explicit consent.
Legal Disclosure
We may disclose your personal information if required by:
- law, court order, or government authority,
- to protect Shoptoli’s rights, property, users, or public safety,
- to respond to claims (e.g., violation of third-party rights).
If Shoptoli merges, reorganizes, or is acquired by another company, your personal data may be transferred, and the new entity must follow this same Privacy Policy.
Disclaimer of Warranties & Liability
Shoptoli Platform, products, services, and materials are provided on an “as is” and “as available” basis.
We make no guarantees that:
- The platform will always be available, or
- The information is always complete, true, or accurate.
Shoptoli will not be responsible for:
- any damages caused by using the platform,
- viruses or harmful components in content, servers, or communications
Nothing on the platform is intended as professional advice.
Product delivery is subject to local state laws. If delivery is not possible due to legal restrictions, the seller will refund or credit the amount received.
Communication Consent
While placing an order, you must provide a valid phone number.
By registering, you consent to Shoptoli contacting you through:
- phone calls,
- SMS,
- mobile app notifications,
- or other electronic communication,
for order, shipment, or delivery updates.
Services
Order Fulfillment
When you purchase from Shoptoli, we handle order fulfillment and delivery with the help of delivery partners.
After you place and confirm your order, we aim to deliver it within the estimated delivery time shown on the app/website.
Delivery times may vary due to:
- delivery partner availability,
- traffic, weather, order volume, or other unexpected reasons.
Shoptoli will not be responsible for any delay in delivery.
An Estimated Time of Arrival (ETA) is shown before you place an order, so you can make informed decisions.
Additional delivery fees may apply in cases like:
- peak hours,
- severe weather,
- high demand,
- late-night deliveries,
- packing/handling costs,
- small order fees,
- or platform maintenance.
These will always be shown transparently in your Basket before checkout.
Payment
You can pay using multiple payment methods available on Shoptoli.
Shoptoli is not responsible for issues like:
- failed authorization,
- exceeding bank/card limits,
- transaction decline,
- or other payment failures.
Payments must be made only in Indian Rupees (INR).
Before shipping your order, Shoptoli or the seller may request documents (like Govt. ID, address proof) to verify that you are the rightful owner of the payment method.
Buyer & Seller Transaction Terms
The purchase is a direct contract between Buyer and Seller.
Shoptoli only provides a payment facility to help complete the transaction.
Shoptoli is not liable for:
- non-delivery,
- damaged items,
- warranty claims,
- or fraud by the seller.
By using Shoptoli’s payment system, you authorize us to collect and transfer payments between buyer and seller.
Shoptoli does not guarantee the identity of buyers or sellers.
Nature of Payment Facility
The payment facility is not banking or financial service.
It is simply a payment processing system using authorized banking channels (cards, UPI, net banking, wallets, cash-on-delivery, etc.).
Shoptoli is not acting as a trustee or fiduciary for either buyer or seller.
Buyer’s Responsibilities
By placing an order, you enter into a binding contract with the seller.
You agree to pay the transaction price through your selected payment method.
You may request extension of delivery time (if available in system features).
You must notify Shoptoli (through app/website) if your order is not delivered within the given timeline.
If you don’t notify within the policy period, it will be considered as deemed delivery.
Refunds
If your product is not delivered within the promised time, you may request a refund.
Refund requests must be raised through Shoptoli within the given time limit.
Refunds will be processed:
- back to your original payment method,
- via bank transfer/UPI,
- or as a gift voucher (if chosen by you).
Refunds are issued only in Indian Rupees (INR).
Refunds may be conditional and subject to Shoptoli’s verification process.
In COD orders, refunds will be done via electronic transfer.
Some banks may not support auto-refunds, in which case you may need to provide an alternate bank account.
Shoptoli’s Rights
We may set limits on number/amount of transactions for security reasons.
We may refuse to process transactions if:
- the buyer has a history of disputes, fraud, or law violations,
- the transaction looks suspicious,
- the COD option is misused.
In case of fraud/illegal activity, we may hold the transaction amount and inform law enforcement.
Shoptoli will not be liable for delays or failures in transaction processing beyond our control.
Compliance with Laws & Customer Conduct (Shoptoli)
Compliance with Laws
As per Indian law, if a customer makes a purchase of ₹2,00,000 or more, they must upload a scanned copy of their PAN Card on the Shoptoli Platform within 4 days of purchase.
- If this is not done, the order will be cancelled.
- Once submitted, the PAN card does not need to be provided again.
- If the name on the PAN card does not match the customer’s name, the order will also be cancelled.
Both Buyers and Sellers must follow all applicable Indian laws including (but not limited to):
- Foreign Exchange Management Act, 1999
- Customs Act
- Information Technology Act, 2000 (as amended)
- Prevention of Money Laundering Act, 2002
- Income Tax Act, 1961
- Export-Import Policy of the Government of India
Banking Rules:
Payments made using cards, UPI, net banking, or other valid instruments are processed through official banking/payment systems.
These transactions are also governed by the terms and conditions of your bank or payment provider.
Customer Conduct
At Shoptoli, we value respect, fairness, and inclusion.
- No Discrimination: Customers are expected to treat delivery partners with respect and must not discriminate against them based on race, caste, religion, gender, sexual orientation, disability, age, nationality, or any similar grounds.
- Respectful Behaviour: Any rude, abusive, or unlawful behavior towards delivery partners may result in restricted access or suspension of your account on Shoptoli.
Shoptoli Replacement Guarantee
Shoptoli provides a Replacement Guarantee to protect buyers from defective or misrepresented products.
- Replacement eligibility depends on the product category and seller’s return policy (details available on the Platform).
- If a defect is found at delivery or within the applicable return period, buyers may request a replacement.
- Replacement may be for the entire product or only for defective parts, subject to availability.
Products not eligible for return/replacement:
- Damages caused by misuse.
- Incidental damage due to product malfunction.
- Used/installed consumables.
- Products with tampered or missing serial numbers.
- Digital products/services.
- Products missing original packaging, accessories, or tags.
- Custom-made jewelry or “made to order” items.
Clothing & Footwear Returns:
Accepted within 30 days, if:
- Not used (except for trial), washed, altered, or damaged.
- Original tags and packaging are intact.
Returns not accepted for innerwear, lingerie, socks, freebies, or custom-made items.
Fraud & Misuse Policy
If Shoptoli suspects false or fraudulent claims (e.g., fake returns, misleading information), it may:
- Suspend or block the user’s account.
- Cancel orders and disqualify users from Replacement Guarantee.
- Take legal action (civil and/or criminal) against fraudulent users.
Filing false complaints or fraudulent claims may result in criminal prosecution under law
Exchange Offers (Shoptoli)
Ownership & Authenticity
By participating in a Shoptoli exchange/buyback offer, you confirm that you are the sole and absolute owner and/or lawful user of the device you are exchanging.
You confirm the device is genuine (not counterfeit) and free from any encumbrances, liens, attachments, disputes, legal defects, exchange pledges, or agreements of sale. You have clear and marketable title to the device.
Indemnity
You agree to indemnify and keep indemnified Shoptoli, its affiliates, and any future purchaser of the exchanged device, from all third-party claims, demands, costs, expenses (including reasonable attorney fees), losses, or damages arising from your use or ownership of the device up to the date of handover. You undertake to make good any such losses.
Data Deletion
You confirm that you will permanently erase all data on the device before handing it over under the exchange/buyback program.
Even after you erase data manually/electronically, if any data remains accessible due to technical reasons, Shoptoli, the seller, logistics partner, refurbisher, or manufacturer will not be responsible. You will not request data retrieval from Shoptoli or its partners.
Use of Personal Information (Exchange Program Administration)
You consent to your personal information provided for this exchange being processed, transferred, and retained by Shoptoli, the seller, logistics partners, refurbishers, payment/verification providers, and other entities involved in validating your information and administering the program.
No Return of Exchanged Device
Once you hand over/schedule pickup of your old device under the exchange program, it cannot be returned to you in any circumstance.
Simultaneous Handover
Delivery of the new product and pickup of the old device will generally occur simultaneously (“hand-in-hand”). You must keep the old device ready for pickup in working condition as per the program criteria communicated on the Platform.
Program Exclusions
Devices/products distributed as gifts through government-sponsored or NGO-funded programs are not eligible for exchange under Shoptoli’s exchange offers.
Digital Content: Shoptoli Video (OTT Service)
These Terms of Service (“Content Terms”) govern your access to and use of Shoptoli Video, an online OTT feature within the Shoptoli mobile app that provides live and/or on-demand audio-visual content (“Content”).
1) Provider & Platform
The Content is hosted within the Shoptoli mobile application (the “Platform”) owned and operated by Shoptoli Internet Private Limited (“Shoptoli”, “we”, “our”).
These Content Terms govern your use of Shoptoli Video and related services (together, the “Services”).
2) Eligibility
Use of the Services is available only to persons competent to contract under the Indian Contract Act, 1872. You must be 18 years or older to use the Services.
Minors may use the Services only under the supervision of a parent or legal guardian. Some Content may be inappropriate for minors; discretion is advised.
3) Access & License
Content may be offered free of charge or on other promotional/commercial terms communicated at the time of access/registration.
Subject to your compliance with these Content Terms, Shoptoli grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable right to access the Platform and view the Content during the term of your Shoptoli account. No ownership in the Content passes to you.
4) Types of Content & Roles
Content on the Platform may be:
- Shoptoli Originals (commissioned/licensed by Shoptoli); and/or
- Third-Party Content provided by independent content owners (“Content Owners”) and/or integrated via hosting/streaming/caching service providers (“Platform Partners”).
Shoptoli does not create or exercise editorial control over Third-Party Content and acts as an intermediary under the Information Technology Act, 2000 for such Content (including news content). Shoptoli typically does not host, upload, or stream news Content on its own servers; it surfaces links or streams provided by Platform Partners/Content Owners.
5) Availability & Quality
Availability of Content/Services may depend on your location, device compatibility, internet bandwidth, and agreements with Content Owners/Platform Partners. Not all Content is available in all regions or on all devices, and quality may vary.
You access the Platform at your own risk and are responsible for compliance with local laws applicable to your jurisdiction.
6) Reliance & Responsibility
Information and Third-Party Content available via the Platform may not be verified by Shoptoli. Shoptoli does not endorse or warrant the accuracy, quality, or suitability of any Content.
Viewing or relying on Content is at your sole discretion and risk. Shoptoli will not be liable for any loss/damage arising from your reliance on such Content.
7) Permitted Use
Content is provided for personal, non-commercial viewing only. Public performance, commercial use, resale, redistribution, or any unauthorized use is prohibited.
8) Intellectual Property
Shoptoli Originals: all IP rights are owned by or licensed to Shoptoli.
Third-Party Content: all IP rights are owned by the respective Content Owners or licensed to Platform Partners.
Except for the limited viewing license above, no rights are granted to you in the Content or the Platform.
9) Account Action; Suspension
To protect Shoptoli, Content Owners, and Platform Partners from suspected fraud or misuse, Shoptoli may terminate, suspend, limit, or restrict your access to the Platform/Services at any time without notice if, in our sole discretion, you:
(a) breach these Content Terms or the Privacy Policy;
(b) violate applicable law;
(c) engage in inappropriate or unlawful conduct;
(d) provide false or inaccurate information; or
(e) otherwise misuse the Services.
10) User Experience & Reporting
You may be exposed to Content that is offensive, harmful, inaccurate, mislabeled, or otherwise objectionable. Shoptoli does not assume liability for such Content. You can report unlawful or abusive Content via Shoptoli Customer Care.
11) Content Removal
Shoptoli may remove Content or user data that violates these Content Terms or applicable law (e.g., IP infringement, impersonation, unlawful conduct, harassment). For Third-Party Content, Shoptoli’s role is limited to providing a communication platform.
12) Personal Information
We may use device ID, location, and/or your Shoptoli account email to determine eligibility and offers.
We may share personal information with Shoptoli group entities and Platform Partners only to deliver and enhance customer services, in line with our Privacy Policy. You may have an option to opt-out of certain sharing, where legally permitted.
13) Service Interruptions
Access to the Services may be suspended or restricted for maintenance, upgrades, or new feature roll-outs without prior notice. We strive to minimize downtime.
14) Disclaimers
The Services and Content are provided on an “AS IS” and “AS AVAILABLE” basis without warranties of any kind (express or implied), including but not limited to completeness, accuracy, availability, timeliness, security, compatibility, or reliability.
Shoptoli is not responsible for harm to devices, data loss, failure to store/transmit communications, or uninterrupted/error-free service.
15) Limitation of Liability
To the maximum extent permitted by law, Shoptoli, its parents, affiliates, officers, directors, employees, agents, partners, and licensors shall not be liable for any indirect, incidental, punitive, special, or consequential damages arising from or related to your access/use of the Services or any Content, or reliance on information on the Platform.
16) Indemnification
You agree to defend, indemnify, and hold harmless Shoptoli, its owners, affiliates, subsidiaries, group companies, partners, and their officers, directors, agents, and employees from any third-party claims, damages, penalties, losses, or actions (including reasonable attorneys’ fees) arising out of:
(a) your breach of these Content Terms, the Privacy Policy, or other policies;
(b) your violation of applicable law;
(c) your infringement or violation of third-party rights; or
(d) unauthorized or wrongful use of your Shoptoli account (by you or anyone using your account).
This clause survives termination.
17) Force Majeure
Shoptoli will not be liable for non-availability of the Platform/Services due to events beyond its control, including acts of God, war, epidemic/pandemic, civil commotion, strike, lockout, flood, fire, failure of utilities, satellite failure, government action, or failures by Content Owners/Platform Partners.
18) Governing Law & Jurisdiction
These Content Terms are governed by the laws of India.
You agree that any proceedings you initiate shall be brought exclusively before the courts at Pululia, West Bangal, India.
Shoptoli may bring proceedings in any court/forum of competent jurisdiction.
19) Severability
If any provision of these Content Terms is held invalid or unenforceable, that provision shall be severed, and the remaining provisions will remain in full force and effect.
20) Amendments
We may update these Content Terms from time to time without prior notice. Changes will be posted on the Platform and take effect upon posting. Continued use of the Services constitutes acceptance of the revised terms.
21) Entire Agreement & Survival
These Content Terms, together with the Shoptoli Terms of Use and Privacy Policy, form the entire agreement for Shoptoli Video.
Your representations, undertakings, warranties, and the clauses relating to indemnity, limitation of liability, IP, and governing law shall survive termination.
Indemnity, Applicable Law & Other Terms (Shoptoli)
Indemnity
You agree to indemnify and hold harmless Shoptoli, its owner, licensees, affiliates, subsidiaries, group companies (as applicable), and their respective officers, directors, agents, and employees from any claims, demands, actions, or penalties (including reasonable attorney fees) made by any third party due to or arising from:
- Your breach of these Terms of Use, Privacy Policy, or other policies;
- Your violation of any law, rules, or regulations; or
- Your violation of any third-party rights (including infringement of intellectual property rights).
Applicable Law
These Terms of Use shall be governed by and interpreted in accordance with the laws of India.
The place of jurisdiction shall be exclusively in Purulia, West Bangal
Jurisdictional Issues / Sale in India Only
Unless otherwise stated, the material on the Platform is presented only for the purpose of sale in India.
- Shoptoli makes no representation that materials on the Platform are appropriate or available for use in other locations/countries outside India.
- If you access this site from outside India, you do so on your own initiative.
- Shoptoli is not responsible for supply of products, refunds, or compliance with local laws for orders placed outside India.
Trademark, Copyright & Restrictions
This Platform is controlled and operated by Shoptoli, and products are sold by respective sellers.
All material on this Platform (including images, illustrations, audio clips, and video clips) are protected by copyrights, trademarks, and other intellectual property rights.
Material on the Platform is only for your personal, non-commercial use.
You must not copy, reproduce, republish, upload, post, transmit, or distribute material in any form, including electronic means, without prior written consent of the rightful owner.
Any modification, commercial use, or use on another platform/network without permission is prohibited and will be considered a violation of intellectual property rights.
Shoptoli E-Learning / E-Books
You may purchase e-books through Shoptoli and get unlimited access for personal, non-commercial use.
The e-book right is non-exclusive and non-transferable. You must not share access with others.
Shoptoli will not be responsible for loss/damage caused by your device or if your device does not support the e-book app.
You must not decompile, reverse engineer, disassemble, copy, or modify the e-book application or its contents.
Intellectual Property Rights:
Copyright and IP in the e-book belong to the Seller (or authorized licensors).
Sellers confirm they are authorized to sell the e-book on Shoptoli’s Platform.
Intellectual property rights include copyrights, patents, trademarks, trade names, designs, broadcasting rights, distribution rights, performance rights, adaptation rights, etc.
Domain-related rights and internet-related IP created under these Terms remain the property of Shoptoli.
No intellectual property rights are transferred to users. All such rights remain with Shoptoli or its licensors.
Trademark Complaints
Shoptoli respects the intellectual property rights of others.
If you believe your Trademark has been infringed, you may write to us at:
📧support@shoptoli.in
Product Description
Shoptoli does not warrant that product descriptions or other content on the Platform are accurate, complete, reliable, current, or error-free. Shoptoli assumes no liability in this regard.
Limitation of Liability
In no event shall Shoptoli be liable for any special, incidental, indirect, or consequential damages of any kind in connection with these Terms of Use, even if the user has been informed in advance of the possibility of such damages.
Contact Us & Policies (Shoptoli)
For any questions, feedback, or comments (including issues unrelated to copyright), you can reach us through the link:
https://shoptoli.in/contact-us
Grievance Officer
As per the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the contact details of the Grievance Officer are provided below:
Sonu Kumar
Designation: COO
Shoptoli Internet Pvt. Ltd.
Roop Tower, Nimtard, Purulia, West Bangal-723101
Email: support@shoptoli.com
Timing: Mon – Sat (9:00 AM – 6:00 PM)
For customer support, you can also click on the Help Centre link, select your order, and choose the “Need Help” option:
https://shoptoli.in/contact-us
POLICIES
1. Profanity Policy
Shoptoli does not allow the use of racist, hateful, sexual, or obscene language in any public area of the Platform.
This applies to product listings, seller pages, reviews, or any other user-generated content.
If such words are unavoidable (e.g., product title), sellers must blur them using asterisks (e.g., s*** or f***).
- Please report violations to the correct section for review:
Report offensive display names - Report offensive language in listings or reviews
Consequences for violation may include:
- Limits on account privileges
- Loss of special status
- Temporary or permanent account suspension
Shoptoli may also delete reviews or comments that:
- Contain offensive language
- Unfairly harm or boost the popularity of a product
- Violate any of our policies
Repeated violations may result in blacklisting a user from posting reviews in the future.
2. Ratings & Reviews Policy
What is allowed:
- Product ratings
- Product reviews
- Aspect ratings (e.g., Battery, Camera, etc.)
- Image reviews
- Video reviews
Rules for posting reviews:
- Reviews must be genuine and based on your real experience.
- Reviews must not contain offensive, abusive, or inappropriate content.
- Reviews must not share personal information (name, phone, address, email, etc.).
- Reviews must not promote other products or services.
- Only buyers with verified purchases can post reviews.
Reviews are collected after delivery of the product through:
- The Shoptoli app (Notifications, Home Page, My Orders, Order Details)
- Emails, SMS, or push notifications
Users who have not purchased the product cannot leave reviews.
3. Crowd-Sourced Review Feedback
- Users can give Thumbs-up or Thumbs-down on reviews.
- This helps us rank reviews fairly.
- Users can also flag reviews as abusive. Flagged reviews are checked manually and removed if they violate policies.
4. Moderation of Reviews
Auto-Moderation (Algorithm based):
Text reviews are automatically filtered for the following:
- Profanity or offensive words
- Personal or sensitive information
- Religious or political comments
- Emojis or mixed languages
- Competitor brand mentions
- Price/offer related information
- External website URLs
- Seller-related complaints (e.g., fake/duplicate product reviews for single-seller listings)
- Poorly formatted or irrelevant content
Image & Video Reviews:
- All image and video reviews are manually moderated.
- Only approved content is published and visible to users.
Manual Moderation:
- Our team may manually review and remove any content that violates policies.
Review Moderation & Replacement Guarantee (Shoptoli)
Review Moderation Process
At Shoptoli, we ensure that reviews are genuine and safe for all users.
- If our auto-moderation system cannot confidently classify a review, it is sent for manual moderation.
- All reviews with profane or abusive language are always reviewed manually.
- Image and Video reviews are also sent for manual moderation.
Reasons Why a Text Review May Be Rejected:
- Use of profanity or offensive words
- Spam or HTML code
- Irrelevant content
- Price or offer-related content
- Misleading or joke reviews
- Very poor formatting or unintelligible text
- Queries instead of product feedback
- Fake or duplicate product reviews
- Seller-related complaints in review text
- Personal information shared
- Mismatch between rating & review (e.g., 1★ with “very good” text)
- Delivery or installation complaints
- Reviews written in unsupported regional languages
- Post-sale service issues (e.g., service centre complaints)
- Damaged or wrong product received feedback
- Packaging-related reviews
- Payment, return, refund or cancellation issues
- Promoting other retailers
Reasons Why an Image Review May Be Rejected:
- Profanity or offensive visuals
- Wrong/mismatched product images
- Screenshots from other platforms
- Blurry or pixelated images
- Contains personal or sensitive information
- Promoting other retailers
- Fake or damaged product images
- Brand mismatch
- Cropped or incomplete image
- Unwanted objects in the image
Reasons Why a Video Review May Be Rejected:
- Contains profanity or abusive content
- Video does not match the product being reviewed
- Too short or does not meet length requirements
- Background audio or unrelated user audio
- Does not focus on the purchased product
- Uses screenshots instead of actual product footage
- Mismatch with thumbnail
- Poor quality video or audio
- Mentions or promotes other platforms/retailers
- Comparison with competitor products
- Feedback about shipping instead of product
- Brand mismatch
- Irrelevant, sarcastic, or joke content
- Contains offers or deals information
- Contains personal or sensitive information
Profile-Based Checks (User Reliability)
Reviews may also be removed if the reviewer’s account is found unreliable. This may include:
a) Buyer is blacklisted by Shoptoli Trust & Safety Systems for fraud and remains blacklisted for more than 30 days.
b) Buyer is linked to a blacklisted seller (e.g., selling fake products).
c) Buyer gives repeated positive ratings (4★ or 5★) only to products of a linked seller.
d) Buyer gives repeated negative ratings (1★ or 2★) to competitor sellers in the same category.
e) Buyer returns a product due to dissatisfaction but still gives it a high rating (4★ or 5★).
f) Buyer has an unusually high percentage of 1★ reviews (>48%) or 5★ reviews (>75%) that are flagged as anomalies using fraud-detection techniques.
How Ratings Work
The rating of a product is simply the average of all valid ratings received since its launch.
No extra weights or hidden adjustments are applied.
Replacement Guarantee (Shoptoli)
- Shoptoli offers a Replacement Guarantee to protect buyers from defective products.
- If any defect is found at the time of delivery or within the allowed return period, buyers may request a replacement from the seller.
If Shoptoli suspects that a buyer or seller is involved in fraudulent claims or false information, Shoptoli may:
- Suspend, block, restrict, or cancel the user’s account.
- Disqualify the user from the Replacement Guarantee program.
- Take civil and/or criminal legal action against the user.
Fraudulent complaints filed knowingly with false or misleading information may lead to criminal prosecution under the law.
For more details about returns and replacements, visit:
https://shoptoli.in/refund_returns
Definition of Return
A Return means the Buyer sends back an item purchased from a Seller on Shoptoli.
Returns may happen if:
- The item is defective
- The item was damaged during shipping
- Some products or parts were missing
- The wrong item was delivered
- The item is defective
- The item was damaged during shipping
- Some products or parts were missing
The wrong item was delivered
Key Points to Note:
- Sellers can always accept a return, regardless of the return policy.
- If a Seller rejects a return, the Buyer can raise a dispute under the Buyer Protection Program.
- Buyers should carefully check product details before placing an order. If the wrong item is ordered by mistake, no return/refund will be allowed.
- A return request must be raised within the applicable return period for the product.
When a Buyer raises a return request (via our Customer Support or Helpline), the Seller can choose one of these actions:
- Replace after shipment collection – Replacement is sent after pickup of the original product.
- Refund after shipment collection – Refund is issued after pickup of the original product.
- Refund without shipment collection – Refund is issued without asking for the original product back.
- Replace without shipment collection – Replacement is sent without asking for the original product back.
On special sale days (like Shoptoli Festive Deals), separate policies may apply.
- If the Seller accepts a return, the Buyer must return the product first, after which the refund or replacement will be processed.
- If the Seller does not close the return request within 3 days, the request will automatically be settled in favor of the Buyer.
Product Condition for Returns
To qualify for a valid return, the product must meet these conditions:
| Category | Condition |
|---|---|
| Electronics | Must include all original items, manuals & packaging |
| Clothing & Footwear | Must be New & Unworn (except for trial) |
| Beauty, Health & Personal Care | Must be New & Unopened |
| Sports & Equipment | Must be New and returned with original packaging |
| Office Products | Must be New and returned with original packaging |
| Jewellery | Must be New and returned with original packaging |
If the returned product does not meet these conditions, the Buyer will not be eligible for a refund.
Shipping costs for valid returns will be borne by the Seller.
Definition of Replacement
A Replacement means the Buyer requests a new product in exchange for the original one.
This can be requested if:
- Item was damaged in shipping
- Item is defective
- Item was missing parts
- Wrong item was delivered
- Item was dead on arrival
Key Points for Replacement:
Sellers can always accept a replacement request.
If a Seller rejects the replacement request, the Buyer can raise a dispute under the Buyer Protection Program.
Replacement requests must be raised within the return period.
Buyer must provide a valid reason for replacement, such as:
- Shipping damage
- Defective item
- Wrong item received
- Missing items
Process:
- Shoptoli will notify the Seller of the replacement request.
- If the Seller accepts, the Buyer must return the product first, and then the Seller will ship the replacement.
- If the Seller rejects, the Buyer can escalate the issue via Shoptoli’s Help Centre.
- If the Seller does not have a replacement in stock, a refund will be issued instead.
- If the Seller does not respond within 3 days, the refund will automatically be processed in favor of the Buyer.
All shipping costs for replacements will be borne by the Seller.
Non-Refundable Fees
In case of cancellations or returns, the following fees (if applicable) are non-refundable:
- Platform Fee
- Offer Handling Fee
- Payment Handling Fee
- Corporate Credit Card Fee
Disputes (Resolutions) Policy (Shoptoli)
Overview
Most transactions on Shoptoli are smooth. But sometimes, Buyers and Sellers may face issues. For such cases, Shoptoli has a Dispute Resolution process to help solve problems between Buyers and Sellers.
What is a “Dispute”?
A Dispute means a disagreement between a Buyer and a Seller related to a transaction on Shoptoli.
How does a Dispute occur?
- A dispute happens when one party (Buyer or Seller) is not satisfied with how a complaint/issue is handled.
- Before raising a dispute, both sides should try to solve the issue directly.
- If a Buyer raises a dispute, the Seller’s payment for that order will be put on hold until the matter is resolved.
How to raise a Dispute?
- Buyers can raise a dispute by contacting Shoptoli Help Centre.
- Sellers can raise a dispute by contacting Shoptoli Seller Support.
- Disputes are always linked to a specific order/transaction.
Types of Disputes
Common examples include:
- Wrong item received
- Item not as described
- Damaged or broken seal
- Missing parts or accessories
- Product not compatible
- Incorrect description/specification
- Defective product (functional issues)
- Product not working, and manufacturer rejects invoice
If a Seller rejects a return request and the Buyer raises a dispute, Shoptoli will mediate.
- If resolved in Buyer’s favor → refund/replacement after product return.
- If resolved in Seller’s favor → no refund is given.
Buyer Protection Program
If a Seller cannot provide a refund or replacement, Shoptoli will step in to resolve the issue.
- The program helps Buyers who cannot resolve disputes directly with the Seller.
- Buyers must first contact the Seller. If unresolved, they can escalate to Shoptoli Support.
- Shoptoli will review the case for fraud or misuse before accepting the dispute.
Note: Customer Support acts as a bridge between Buyer and Seller. Conference calls are not arranged.
Shoptoli may share relevant details (name, email, contact info) of both parties for dispute resolution. Final decisions rest with Shoptoli.
Buyer Eligibility & Restrictions
- Only Buyers who purchased on Shoptoli are covered.
- Disputes must be raised within 45 days of product delivery.
- Any damage/loss after delivery is Buyer’s responsibility.
- Fraudulent claims are not covered.
- If the Buyer has already raised a chargeback with their bank, Shoptoli will not handle the case.
- Blocked/blacklisted Buyers are not covered.
- Buyers can make up to 5 claims per year. (Withdrawn claims are not counted).
- Maximum claim coverage = ₹50,000/-.
- Shoptoli does not provide warranties/guarantees for product defects.
- “Buyer remorse” (wrong purchase/change of mind) is not covered.
- False or misleading claims may lead to account suspension, blocking, or legal action.
- Shoptoli can change or discontinue this program anytime.
- Delays in shipment/delivery are not covered under this program.
- If a Buyer does not provide additional details requested by Shoptoli within 10 days, the dispute will be auto-closed in Seller’s favor.
Disputes via Chargeback
If a chargeback (CB) is raised through a bank/payment gateway:
- Item not received → Refund processed as per dispute rules.
- Unauthorized transaction → Refund processed as per dispute rules.
- Item not as described → Decision made as per dispute policy.
Sellers must issue correct invoices marked as “Powered by Shoptoli”. If not, the Seller will be responsible for related chargebacks.
Email Abuse & Threat Policy
Private communication (like emails) is not regulated by Shoptoli, but:
- Threats of harm are not allowed.
- Misuse of Shoptoli system will be investigated.
- Fake/Spoof emails must be reported. Shoptoli never asks for sensitive details over email.
- Spam/Unsolicited emails by users are prohibited.
- Offers to buy/sell outside Shoptoli are not allowed, as they pose fraud risks.
- Threats through email, phone, or messages are strictly prohibited.
Actions for Violations
If users violate these policies, Shoptoli may take actions like:
- Limit account privileges
- Suspend account
- Cancel listings
- Remove special status
Other Businesses (Shoptoli)
Third-Party Businesses & Links
- Shoptoli is not responsible for the actions, products, content, or services offered by third-party businesses or affiliate platforms that may be linked through Shoptoli (via APIs or otherwise).
- Sometimes, Shoptoli may provide links to websites of affiliated companies or other businesses.
- Shoptoli does not guarantee or endorse the quality, accuracy, or offerings of these third-party businesses, individuals, or their platforms.
- Any content, product, or service provided by such third parties is their sole responsibility, not Shoptoli’s.
Shoptoli Infringement Verification (SIV) – Reporting Listing Violations
To protect intellectual property (IP) rights, Shoptoli has introduced the Shoptoli Infringement Verification (SIV) process.
This system allows intellectual property rights owners to report listings that may infringe on their rights. Shoptoli removes such listings quickly to maintain trust between Buyers and genuine Sellers.
Who Can Report Violations?
Only verified intellectual property rights owners (like copyright, trademark, or patent holders) can report infringing listings.
If you are not the IP owner, you may encourage the rights holder to contact Shoptoli directly.
If your listing was removed due to SIV and you believe it was removed by mistake, you may contact Shoptoli to review the matter.
Note: Shoptoli does not guarantee or confirm that Sellers always have the right to sell or distribute their products. However, once a valid complaint is received, Shoptoli is committed to removing infringing or unauthorized products.
How SIV Works
SIV ensures that item listings do not violate copyrights, trademarks, patents, or other IP rights of third parties.
Verified Rights Owners can request removal of infringing products/materials.
Any person or company holding intellectual property rights may apply to become an SIV member.
Benefits of SIV Membership
As a Verified Rights Owner (SIV Member), you get:
- Fast removal of listings you report as infringing.
- Access to priority email support for infringement reports.
- Ability to request identifying information of Shoptoli users involved in infringing activities (subject to legal permissions).
How to Become an SIV Member
To join, you need to:
Complete and send a Notice of Infringement form to Shoptoli. This must include:
- The specific infringing listings
- Details of the infringed work
- An original authorized signature of the rights holder or representative
After Shoptoli receives your first Notice in hard copy, future notices may be sent via email to: support@shoptoli.in (example address).
General complaints (without listing details) will not be accepted. Only specific listings must be identified.
Important Notes
Shoptoli welcomes reports of infringement but may be limited in responding without a formal notice from an authorized rights owner.
SIV is designed to make the process simple while ensuring only genuine rights holders can request removals.
Notice of Infringement (Shoptoli)
Declaration Format
Shoptoli Private Limited
I, [Name] ___________________ of [Address] ___________________, do solemnly and sincerely declare as follows:
I am the owner of certain intellectual property rights, said owner being named __________________ (“IP Owner”).
I believe in good faith that the item listings or materials identified in the annexure attached to this notice are not authorized by the IP Owner, its agent, or the law, and therefore infringe the IP Owner’s rights.
I request that Shoptoli remove or disable access to the products or materials that are infringing.
I may be contacted at:
Name: ___________________
Title & Company: ___________________
Address: ___________________
Email (correspondence): ___________________
Telephone/Fax: ___________________
Date: ___________________
I make this declaration believing it to be true and correct.
Declared by ___________________
On [Date] ____________ at [Place] ____________
Truthfully,
Signature
Addendum to Notice of Infringement
List of Allegedly Infringing Listings, Products, or Materials
When reporting, please select one appropriate Reason Code for each item:
Trademark Infringement
Product is not manufactured/authorized by the trademark owner (counterfeit).
Product is an unlawful replica or fake version.
Trademark Listing/Description Infringement
Listing makes an unlawful comparison with the trademark owner’s brand/product.
Listing uses trademark owner’s logo without authorization.
Copyright – Item Infringement
Software is being sold without a license or in violation of a license.
Item is a bootleg recording.
Item is an unauthorized copy of software, games, movies, books, etc.
Item is an unlawful duplication of printed or artistic works.
Copyright – Listing Content Infringement
- Listing contains unauthorized text copied from copyrighted work.
- Listing contains unauthorized images.
- Listing contains unauthorized images and text.
Reason Code: ___________________
Work(s) Infringed: ___________________
Item Number(s): ___________________
Supporting Documents Required
Trademark: Provide the Trademark Registration Certificate in the applicant’s name.
Copyright: Provide evidence of ownership (such as copyright registration or proof of creation).
Where to Send Notices
All Notices of Infringement must be sent to:
📧 support@shoptoli.in
Contacting the Vendor
At Shoptoli, we encourage disputes between Buyers and Sellers to be resolved amicably through our dispute resolution system.
If a Buyer wishes to contact a Seller directly, they may do so by:
- Accessing Seller contact information available on the product listing page, or
- Reaching out to Shoptoli Customer Support at 📧 support@shoptoli.in