Last updated on Nov 8th 2022

Cancellation

Project X Placements believes in helping its customers as far as possible and has therefore a liberal cancellation policy. Under this policy:

• Cancellations will be considered only if the request is made immediately after placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants/manufacturer and they have initiated the process of shipping them.
• Project X Placements does not accept cancellation requests for perishable items like flowers, eatables etc. However, a replacement can be made if the customer establishes that the quality of the product delivered is not good.
• In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his end. This should be reported within the same day of receipt of the products.
• In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within the same day of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.
• In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.
• In case of any Refunds approved by Project X Placements, it’ll take 3-5 days for the refund to be processed to the end customer.

You can cancel items or orders by visiting the Orders section in your Account.

To cancel orders that aren’t dispatched yet:

1. Go to Account > Orders
2. Select the item you want to cancel and click Cancel Order
3. Provide reasons for cancellation (optional)
4. Click on Cancel Order

To cancel an order that has already been dispatched:

Since the product is customized to customer requirements, any such cancellation request, return, rejection or refund request would not be considered.

Returns

Returns are Divided into two components –

1. Courier returns
2. Customer returns

Courier Returns:

An order is marked as RTO (Returned to Origin) when the courier executive couldn’t deliver the shipment to the end buyer. In this case, the manufacturer mark the shipment as RTO and sent it back to the original pickup address. i.e. the manufacturer’s warehouse.

There could be multiple reasons why your order might not get delivered. A few of the reasons for undelivered shipments are listed below:

a. Customer not contactable/customer didn’t receive any call
b. Incomplete address
c. COD amount, not ready
e. Future delivery requested by the customer
f. Self-pickup requested by the customer
g. Customer refused delivery
h. Door/premises/office closed
i. Pin code, not serviceable
j. The cash on Delivery (COD) amount was not ready at the time of delivery
k. the customer asked for future delivery
l. Customer not available, etc.

In all these cases the default return address would be RTO (Returned to Origin)

Please note that using a custom return address is not possible currently since not all courier companies allow it.

Please also note that if the pin code becomes unserviceable after the order is placed, the manufacturer shall not be responsible for the RTO and as a result, no refunds will be processed from the seller’s end.54

Buyer’s Positive Response
When your order is marked as undelivered by the courier executives due to any of the above reasons, the customer receives an IVR call requesting for their feedback and response in real time. With this, the manufacturer also sends an automated SMS with a form to the customer, where the manufacturer asks them if the courier’s response is right. Customers can also correct their delivery address and contact details in the form if required.

It is a standard practice followed by the courier partners to attempt the delivery thrice. So once the customer submits the above form and takes action on the IVR call by rescheduling the delivery, the delivery partners would re-attempt the order within 24 to 48 hours.

When a buyer takes an action on the above IVR call and/or form, it is called a Buyer’s Positive Response.
After the order is marked as undelivered, the customer gets an IVR call in which the customer can request a Reattempt.

In case the customer missed responding to the IVR call, he/she can also give a missed call on 01141185504 from their registered phone number for the re-attempt verification. Once received, it will automatically get updated with the courier partner.

Why is the buyer’s positive response necessary?

• This proves that the buyer is genuine and that he wants the order.
• Although the manufacturer requests a re-attempt on all your undelivered orders/NDR, the courier partners take the customer’s positive response more seriously while considering a re-attempt of delivery.
• If there’s a customer positive response and the order returns to its origin (RTO initiated) with the reason being ‘Consignee refused the accept the order’, the customer would not be eligible for a refund.

Best Practices and alert items –

• Please do not share the OTP before receiving the order with any delivery executive.
• It’s best to submit a positive response after the first undelivered attempt itself. If the buyer has given a positive response after the third attempt, the courier company would not honour the request and therefore no delivery attempt would be done.
• Please make sure you fill in the correct and complete address with a landmark while filling in the customer’s address. The recommended format would be Plot no/Building No/Flat No, Road/Street, Landmark, and finally the Pin code.
• Fake Orders can be easily detected by identifying the contact details provided by the buyers. Such orders shall not be confirmed. This is also the reason why the manufacturer doesn’t auto-place COD orders and may verify all the information and then go ahead.

What happens when the shipment is lost in transit?
When the shipment is lost in transit, you can drop an email at shop@projectxplacements.com, the seller manufacturer shall investigate this and either refund you or ship a new order to the customer once the manufacturer receives a confirmation from the courier partner.

Please note: We would refund the cost paid to us while placing the order back to the same bank account in case of loss or damage in transit.