1. Introduction
At M~Tolori, we prioritize customer satisfaction and ensure that all deliveries meet your expectations. However, in the event that an order does not meet your satisfaction, we have established clear guidelines to manage returns and refunds effectively.
2. Conditions for Return and Refund
2.1. Wrong Item Delivered:
If the item delivered is different from what was ordered, the return will be accepted.
The stockist will incur delivery and app charges only if it is confirmed they are responsible for dispatching the wrong item. In cases where the error arises from incorrect system entries or data mismatches in the M~Tolori app, responsibility will be determined after system verification, and appropriate charges will be allocated to either the stockist or the platform.
2.2. Wrong Quantity Delivered:
If the quantity delivered does not match the order, the return will be accepted.
Both the customer and stockist must verify the quantity delivered immediately at the delivery point with the M~Tolori Delivery Assistant. Any discrepancies noted after delivery and without real-time verification may invalidate the return claim.
The stockist will bear the costs if they are responsible for the discrepancy. However, if the issue arises from system entry errors, the platform will share some responsibility.
2.3. Damaged Items:
Clear documentation must be made with photos taken at the time of delivery to verify who is responsible for the damage. Claims without sufficient evidence will not be considered.
If damage is due to customer mishandling after receiving the goods, no returns or refunds will be accepted.
2.4. Customer Not Available at Delivery:
No return or refund will be accepted if the customer is unavailable at the delivery point.
Re-delivery charges will apply to the customer.
2.5. Wrong Item Ordered by Customer:
If the customer orders the wrong item, the return will be accepted, but the customer will incur both delivery and app charges.
The return will be accepted only if the item is undamaged and unopened. Any opened or tampered packaging will invalidate the return claim. Additionally, such returns must be made immediately when delivery of the product or after realization before dispatch.
2.6. Natural Calamities:
If unbearable weather conditions are experienced or in case of an accident and delivery cannot happen, immediately contact the stockist and the customer through the app and share live photos with M~Tolori customer care personnel.
3. Return Process
3.1. Immediate Confirmation Upon Delivery:
The farmer/customer must inspect each product carefully upon delivery. The M~Tolori Delivery Assistant will maintain a checklist to document real-time product verification and any identified issues. Once the customer signs off on the delivery, no future claims will be accepted unless there is a hidden defect not visible at the time of delivery. The farmer must accept or decline the items on the spot.
3.2. Order Declined:
If a customer declines an order due to dissatisfaction, the reasons must be clearly noted, with both the customer and Delivery Assistant signing off on the reason. This information will be logged in the system immediately for resolution. Repeated unjustified order refusals by customers may result in additional charges or account suspension.
3.3. Return to Stockist:
To avoid disputes, stockists must keep records of all returned items, including pictures and documentation, to verify whether the returned item meets the return conditions.
3.4. Stockist Inspection:
If the stockist fails to conduct a timely inspection or refuses a valid return, the platform will investigate, and potential penalties may apply to the stockist to ensure fairness to the customer. The investigation team will be impartial with both customer and stockist input considered.
If the stockist is responsible for delivering the wrong item or quantity, they will bear the cost.
If the M~Tolori rider mishandled the delivery, the charges will be deducted from their pay.
If the farmer caused the damage, no return will be accepted, and the farmer will incur the full cost.
4. Refund Process
Refunds will only be processed if the return conditions are met and verified.
Refunds will be issued within 7 business days and credited to the customer’s original payment method.
5. Costs Responsibility
- M~Tolori: The platform will only incur delivery and app charges in cases where system errors or rider mishandling are verified.
- Customer/Farmer: The customer will bear costs for wrong orders, unavailability at the time of delivery, or if they damage the item after receipt.
- Stockist: The stockist will incur costs for any mistakes made during product dispatch.
- M~Tolori Rider: The rider will bear responsibility for damage caused during transit and any delays outside of customer control.
6. Contact Us
If you have any questions or concerns regarding this Return Policy, please contact us at mtoloriapps@gmail.com.