Terms & Conditions

Effective Date: 14 August 2026
Last Updated: 16 August 2026

Website: https://premiumgoodshop.com/
Legal Entity: Premiumgood Solution Private Limited
CIN: U46419WB2026PTC287726
GSTIN: 19AAQCP9044C1Z2
Registered/Corporate Address: B7, 5th Floor, Gate No. 3, 18 Rabindra Sarani, Poddar Court, Colootola, Kolkata, West Bengal – 700073, India
Email: support@premiiumgoodshop.com
Phone: +91 9147733085

1. INTRODUCTION

These Terms & Conditions (“Terms”, “Terms and Conditions”, “Agreement”) constitute a legally binding agreement between you (“Customer”, “User”, “Buyer”, “you” or “your”) and Premiumgood Solution Private Limited (“Premiumgood”, “Company”, “we”, “us” or “our”) governing your access to and use of the website https://premiumgoodshop.com/, including its webpages, product listings, customer accounts, ordering facilities, payment facilities, communications, services and associated functionality (collectively, the “Platform”).

By accessing, browsing, registering on, placing an order through, or otherwise using the Platform, you acknowledge that you have read, understood and agreed to be bound by these Terms, together with the following policies and documents, as applicable:

  1. Privacy Policy;
  2. Shipping Policy;
  3. Return, Refund & Cancellation Policy;
  4. Vendor/Seller policies, where applicable;
  5. Payment terms and instructions displayed at checkout; and
  6. Any additional terms specifically communicated to you for a particular product, service, offer or transaction.

If you do not agree with any provision of these Terms, you should not use the Platform or place an order.

These Terms are intended to operate in accordance with applicable laws of India, including applicable provisions of the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Information Technology laws, applicable taxation laws, applicable contract law and applicable directions, regulations and standards governing electronic payments and payment systems.

The Consumer Protection (E-Commerce) Rules, 2020 apply to goods and services purchased or sold through electronic networks and expressly cover different e-commerce models.

2. ABOUT PREMIUMGOOD

Premiumgood Solution Private Limited operates the Premiumgood Shop e-commerce Platform for the online sale of products including, without limitation:

  • Smartphones;
  • Refurbished smartphones;
  • Feature/keypad phones;
  • Mobile accessories;
  • Headphones and audio products;
  • Smartwatches;
  • Consumer electronics; and
  • Other products made available on the Platform from time to time.

The current Platform displays categories including Key Pad Phones, Refurbished Phones, Smart Phones and Accessories.

Premiumgood may sell products directly, procure products from authorised sources, or facilitate sales through third-party sellers/vendors, depending on the applicable product and business model.

Where a product is supplied by a third-party seller/vendor, the applicable seller details shall be disclosed on the Platform to the extent required under applicable law.

3. LEGAL AND REGULATORY FRAMEWORK

The Platform shall operate subject to applicable Indian laws and regulations, including, as applicable:

  1. Consumer Protection Act, 2019;
  2. Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time;
  3. Information Technology Act, 2000 and applicable rules/regulations;
  4. Digital Personal Data Protection Act, 2023 and rules/provisions applicable from time to time;
  5. Indian Contract Act, 1872;
  6. Sale of Goods Act, 1930, where applicable;
  7. Goods and Services Tax laws;
  8. Legal Metrology laws, where applicable;
  9. Applicable intellectual property laws;
  10. Applicable RBI directions relating to digital payments, payment systems, payment aggregators, payment gateways, customer protection and failed transactions;
  11. Applicable card-network, UPI, banking and payment-participant rules; and
  12. Other applicable laws, regulations, notifications, circulars and governmental directions in force from time to time.

Where a payment transaction is processed through a bank, Payment Aggregator, Payment Gateway, card network, UPI participant or other regulated payment system, the relevant payment transaction shall additionally be subject to the terms, rules and regulatory framework applicable to that payment system.

4. ELIGIBILITY

You may use the Platform only if:

  1. you are legally competent to enter into a binding contract under applicable Indian law;
  2. you are at least 18 years of age;
  3. you provide accurate and complete information;
  4. you are not prohibited from using the Platform under applicable law; and
  5. your use of the Platform is for lawful purposes.

If a minor accesses the Platform, such access must occur under the supervision and responsibility of a parent or lawful guardian.

5. USER ACCOUNT

Certain features may require you to create an account.

You are responsible for:

  • maintaining the confidentiality of your username and password;
  • ensuring the accuracy of your account information;
  • updating inaccurate information;
  • preventing unauthorised access to your account; and
  • immediately notifying Premiumgood if you suspect unauthorised access.

You shall not:

  • impersonate another person;
  • create an account using another person’s identity;
  • use false or misleading information;
  • create multiple accounts for fraudulent purposes; or
  • allow another person to misuse your account.

Premiumgood may suspend or terminate an account where there is reasonable evidence of fraud, abuse, unlawful activity, payment misuse or violation of these Terms.

6. PRODUCT INFORMATION

Premiumgood endeavours to ensure that product descriptions, specifications, photographs, prices and other information displayed on the Platform are accurate.

However:

  • product images may vary slightly from the actual product;
  • colour may vary depending upon the customer’s device/display;
  • specifications may be updated by manufacturers;
  • packaging may change;
  • availability may change without notice; and
  • typographical, technical or pricing errors may occasionally occur.

The final product specifications applicable to an order shall be those confirmed at the time of order acceptance, subject to applicable law.

7. NEW AND REFURBISHED PRODUCTS

Where a product is identified as Refurbished, Renewed, Pre-Owned, Open Box, Used, or by any similar designation, the product shall not be treated as brand-new.

The applicable product listing shall disclose, wherever relevant:

  • product condition;
  • cosmetic condition;
  • warranty information;
  • accessories included;
  • battery condition, where applicable;
  • applicable return/replacement conditions;
  • functionality information; and
  • other material product information.

A refurbished product may show reasonable signs of previous use consistent with its disclosed condition.

Premiumgood shall not knowingly represent a refurbished or pre-owned product as a new product.

8. PRODUCT AUTHENTICITY AND PROHIBITION OF FAKE, COUNTERFEIT OR UNAUTHORISED PRODUCTS

Premiumgood maintains a strict Zero-Tolerance Policy against fake, counterfeit, pirated, tampered, stolen, unlawfully sourced or unauthorised products.

No seller/vendor shall list or supply:

  1. counterfeit products;
  2. fake branded products;
  3. products bearing unauthorised trademarks;
  4. pirated products;
  5. stolen goods;
  6. illegally imported goods where such importation is prohibited;
  7. products with tampered serial numbers or IMEI numbers;
  8. products with altered identification labels;
  9. products falsely represented as genuine/original;
  10. products that infringe intellectual property rights;
  11. products prohibited under applicable law;
  12. products that have been fraudulently refurbished or manipulated;
  13. products containing unauthorised replacement components where such fact is material and has not been disclosed; or
  14. products misrepresented as authorised-channel products.

RBI’s payment-aggregator framework has specifically recognised merchant due diligence against sellers with malafide intent and the sale of fake, counterfeit or prohibited products.

8.1 Customer Reporting

A customer may report suspected counterfeit, fake, tampered or unauthorised products to Premiumgood through the customer support channel.

The customer may be required to provide:

  • order number;
  • photographs/videos;
  • product packaging;
  • serial number/IMEI;
  • invoice;
  • unboxing evidence;
  • manufacturer verification, where available; and
  • any other information reasonably required for investigation.

8.2 Investigation

Premiumgood may:

  • suspend the relevant product listing;
  • place the seller account on hold;
  • suspend settlement to the seller where contractually and legally permissible;
  • request authenticity documents;
  • contact the manufacturer or authorised distributor;
  • conduct internal verification;
  • obtain technical inspection;
  • investigate the seller’s transaction history; and
  • report suspected unlawful activity to appropriate authorities where required or appropriate.

8.3 Customer Remedy

Where Premiumgood determines, or credible evidence establishes, that a product supplied is counterfeit, materially misrepresented, unauthorised, tampered or otherwise prohibited, Premiumgood may provide the customer with an appropriate remedy in accordance with applicable law and the Return/Refund Policy, including replacement, refund or other appropriate relief.

Nothing in this section limits any statutory rights available to a consumer.

9. PRODUCT SERIAL NUMBER / IMEI INTEGRITY

For electronic products, including mobile phones, customers should verify the IMEI/serial number upon receipt wherever technically applicable.

A product may be rejected, withheld, returned or investigated if:

  • IMEI/serial number is missing;
  • IMEI/serial number differs from the invoice or product records;
  • IMEI/serial number appears tampered with;
  • device identification has been altered;
  • the device is reported stolen or blocked;
  • the device has been materially misrepresented; or
  • the device does not correspond to the product ordered.

Customers should retain the original invoice and packaging until the applicable return/replacement period has expired.

10. PRICING

All prices displayed on the Platform shall be in Indian Rupees (INR), unless otherwise expressly stated.

Prices may include or exclude applicable taxes, shipping charges or other charges depending upon the product and checkout configuration.

The final payable amount shall be displayed before order confirmation.

Premiumgood reserves the right to correct manifest pricing errors.

If a product has been incorrectly listed at a materially erroneous price due to a technical or human error, Premiumgood may cancel the affected order and refund any amount actually received from the customer for that cancelled order, subject to applicable law.

11. ORDERS

Placing an order constitutes an offer by you to purchase the selected product.

An order shall not necessarily constitute acceptance by Premiumgood until:

  • the order has been accepted;
  • payment has been successfully confirmed, where applicable;
  • product availability has been verified; and
  • the order has been confirmed for fulfilment.

Premiumgood may decline or cancel an order where:

  • the product is unavailable;
  • payment fails;
  • fraud is suspected;
  • the order appears commercially abnormal;
  • there is a pricing or listing error;
  • the product cannot legally be supplied;
  • the customer’s delivery address is not serviceable;
  • duplicate or abusive orders are detected; or
  • circumstances beyond Premiumgood’s reasonable control prevent fulfilment.

Any amount actually received for a cancelled order shall be processed for refund/reversal in accordance with the applicable payment mechanism and refund policy.

12. PAYMENT METHODS

Premiumgood may provide payment facilities through third-party payment service providers, Payment Aggregators, Payment Gateways, banks, card networks, UPI or other authorised payment mechanisms.

Payment processing may be subject to the terms and conditions of the relevant payment service provider.

Premiumgood does not require customers to disclose or send card PINs, UPI PINs, CVV, OTPs or other confidential authentication credentials to Premiumgood personnel.

Premiumgood will never request your UPI PIN, card PIN, CVV or OTP through telephone, email, WhatsApp, SMS or social media.

Customers should immediately report suspicious payment requests.

13. PAYMENT SECURITY AND CARD DATA

Where payment is processed through a third-party payment service provider, payment credentials may be transmitted directly to the relevant regulated/payment service provider through its secure payment interface.

Premiumgood does not intend to store customers’ complete card credentials.

Applicable RBI directions restrict storage of actual Card-on-File data by entities in the card-payment chain other than permitted card issuers/networks, and RBI has also provided for card tokenisation mechanisms.

Customers should never provide their complete card details, OTP, CVV, PIN or UPI PIN to any person claiming to represent Premiumgood.

14. FAILED TRANSACTIONS AND PAYMENT REVERSALS

A payment transaction may fail because of:

  • bank-side failure;
  • payment gateway failure;
  • Payment Aggregator failure;
  • UPI failure;
  • card-network failure;
  • technical interruption;
  • timeout;
  • authentication failure;
  • insufficient funds;
  • incorrect payment information;
  • beneficiary/account issues; or
  • other reasons beyond Premiumgood’s control.

Where the customer’s bank/payment account has been debited but the order/payment has not successfully completed, Premiumgood shall cooperate with the relevant payment service provider and customer to facilitate reconciliation and reversal.

14.1 RBI TAT

For transactions falling within RBI’s framework for failed transactions, the applicable RBI-prescribed TAT and compensation provisions shall apply to the relevant regulated payment participant.

RBI’s framework establishes prescribed outer limits for reversal of certain failed transactions and provides compensation in specified circumstances where reversal is delayed beyond the prescribed TAT.

Accordingly:

The RBI TAT shall not be interpreted as a separate merchant-level guarantee where the applicable payment system places the reversal obligation upon the issuing bank, acquiring bank, Payment Aggregator, Payment Gateway, UPI participant or another regulated entity.

Premiumgood shall nevertheless provide reasonable assistance and relevant transaction/order information to facilitate resolution.

14.2 Duplicate Debit

If a customer has been debited more than once for the same order due to a technical/payment error, Premiumgood shall cooperate with the relevant payment provider to identify and process the duplicate transaction for reversal/refund.

15. REFUNDS AND REVERSALS

Refunds may arise from:

  • order cancellation;
  • product unavailability;
  • approved return;
  • approved replacement failure;
  • damaged product;
  • counterfeit/fake product;
  • incorrect product;
  • failed order;
  • duplicate payment;
  • technical/payment error;
  • approved customer refund;
  • regulatory/payment dispute resolution; or
  • other circumstances recognised under applicable policy or law.

Refunds shall normally be processed through the original payment method, wherever technically and legally permissible.

The actual crediting time may depend upon:

  • bank processing;
  • card network;
  • UPI;
  • Payment Aggregator;
  • Payment Gateway;
  • issuing bank;
  • payment method;
  • transaction status; and
  • applicable regulatory/payment-system TAT.

Premiumgood shall not intentionally delay an eligible refund.

16. CHARGEBACKS AND PAYMENT DISPUTES

16.1 Meaning

A Chargeback means a payment transaction disputed by the customer through the issuing bank/card issuer/payment institution or relevant payment system, resulting in the transaction being investigated and potentially reversed.

A chargeback is different from an ordinary return or refund request.

16.2 Customer Should Contact Premiumgood First

Where reasonably possible, customers are encouraged to contact Premiumgood before initiating a chargeback, particularly for disputes relating to:

  • non-delivery;
  • wrong product;
  • damaged product;
  • defective product;
  • refund not received;
  • duplicate payment;
  • cancellation;
  • product authenticity; or
  • billing discrepancies.

However, nothing in these Terms prevents a customer from exercising any statutory or contractual right to contact their bank, card issuer, payment provider or appropriate authority.

16.3 Chargeback Investigation

Upon receiving notice of a chargeback/payment dispute, Premiumgood may investigate the transaction and may provide relevant records to the Payment Aggregator, Payment Gateway, acquiring bank, issuing bank, card network or other authorised participant, including:

  • order information;
  • transaction reference;
  • payment confirmation;
  • invoice;
  • delivery information;
  • tracking information;
  • delivery confirmation;
  • OTP/electronic delivery evidence, where applicable;
  • return/refund records;
  • customer communications;
  • product information;
  • cancellation records; and
  • other transaction evidence reasonably required for dispute resolution.

16.4 No Retaliation

Premiumgood shall not retaliate against a customer merely because the customer has raised a genuine payment dispute or chargeback.

16.5 Duplicate Recovery

A customer shall not be entitled to receive double recovery for the same transaction through both:

  1. a refund from Premiumgood; and
  2. a successful chargeback or reversal from the customer’s bank/payment provider.

Where duplicate recovery occurs, Premiumgood may request appropriate reconciliation, subject to applicable law.

16.6 Fraudulent or Abusive Chargebacks

Where there is credible evidence that a chargeback has been initiated dishonestly, fraudulently or for the purpose of obtaining goods without payment, Premiumgood may:

  • provide evidence to the relevant payment participant;
  • suspend the relevant account;
  • withhold future order processing where legally permissible;
  • seek recovery of amounts lawfully due; and
  • report suspected fraud to appropriate authorities.

This provision shall not prevent a customer from exercising a legitimate dispute right.

17. UNAUTHORISED ELECTRONIC TRANSACTIONS

If a customer believes that an electronic payment has been made without authorisation, the customer should immediately:

  1. notify the relevant bank/payment provider;
  2. block/freeze the relevant payment instrument where appropriate;
  3. report the transaction to Premiumgood if it relates to a Premiumgood order; and
  4. provide the transaction/reference details necessary for investigation.

The allocation of liability for an unauthorised electronic banking/payment transaction shall be governed by the applicable RBI framework and the rules of the relevant bank/payment system.

RBI has prescribed customer-protection principles concerning unauthorised electronic banking transactions, including circumstances involving bank negligence, third-party breaches and customer negligence.

Premiumgood shall cooperate with the relevant regulated entity and provide transaction records reasonably required for investigation.

18. CANCELLATION

Orders may be cancelled in accordance with the applicable Cancellation and Refund Policy.

Premiumgood may cancel an order where:

  • the product becomes unavailable;
  • payment is unsuccessful;
  • fraud is suspected;
  • product authenticity cannot be verified;
  • the product is prohibited from sale;
  • the listing contains a material error;
  • the delivery address is unserviceable; or
  • fulfilment becomes impossible for reasons beyond reasonable control.

Where payment has already been received, the applicable refund/reversal process shall be initiated.

19. RETURNS, REPLACEMENTS AND REFUNDS

Returns, replacements and refunds shall be governed by the Return, Refund & Cancellation Policy published on the Platform.

The applicable return window may differ depending on:

  • product category;
  • product condition;
  • seller;
  • warranty;
  • manufacturer policy;
  • product listing;
  • reason for return; and
  • applicable law.

Nothing in these Terms shall restrict a consumer’s statutory rights.

20. DELIVERY AND INSPECTION

Customers should inspect the package at the time of delivery wherever possible.

For high-value electronics, customers are strongly advised to:

  • record an uninterrupted unboxing video;
  • verify packaging condition;
  • verify the product model;
  • verify IMEI/serial number;
  • verify accessories;
  • verify physical condition; and
  • retain all packaging and documentation.

Unboxing evidence may assist Premiumgood in investigating disputes relating to transit damage, missing accessories, wrong products or tampering.

Failure to record an unboxing video shall not automatically extinguish any statutory consumer right; however, the absence of evidence may affect the ability to determine certain factual disputes.

21. SELLER/VENDOR COMPLIANCE

Where products are supplied by third-party sellers/vendors, sellers are required to:

  • provide accurate product descriptions;
  • provide genuine and lawful products;
  • comply with applicable GST and tax requirements;
  • provide appropriate invoices;
  • comply with consumer-protection requirements;
  • comply with applicable product safety requirements;
  • disclose material product information;
  • honour applicable warranties;
  • not engage in unfair trade practices;
  • not sell counterfeit products;
  • not manipulate serial numbers/IMEIs;
  • not misrepresent refurbished products as new;
  • comply with return/refund obligations; and
  • cooperate with investigations.

Premiumgood may suspend, delist or terminate sellers who violate these requirements.

The Consumer Protection (E-Commerce) framework requires marketplace e-commerce entities to provide specified seller information and is intended to prevent unfair trade practices.

22. PROHIBITED ACTIVITIES

Users shall not:

  1. use the Platform for unlawful activities;
  2. conduct fraudulent transactions;
  3. use stolen payment instruments;
  4. attempt unauthorised access;
  5. introduce malware or malicious code;
  6. interfere with Platform security;
  7. scrape or systematically copy Platform content without permission;
  8. impersonate Premiumgood or its employees;
  9. create fake accounts;
  10. manipulate reviews;
  11. abuse promotional offers;
  12. exploit pricing errors;
  13. initiate fraudulent chargebacks;
  14. submit false return claims;
  15. submit false counterfeit claims;
  16. resell products in violation of applicable law;
  17. upload unlawful content;
  18. infringe intellectual property rights; or
  19. otherwise misuse the Platform.

23. FRAUD PREVENTION AND TRANSACTION MONITORING

Premiumgood may undertake reasonable fraud-prevention measures, including transaction monitoring and verification.

Orders may be subject to additional verification where there are indicators such as:

  • unusual order value;
  • repeated cancellations;
  • multiple payment failures;
  • multiple accounts associated with the same device/payment instrument;
  • suspicious delivery patterns;
  • suspected stolen payment instruments;
  • unusual chargeback activity;
  • suspected account takeover;
  • suspected identity misuse; or
  • other reasonable fraud indicators.

Premiumgood may request additional information reasonably necessary to verify a transaction, subject to applicable privacy and data-protection laws.

24. PROMOTIONAL OFFERS

Promotional offers may be subject to additional terms.

Premiumgood may:

  • specify eligibility requirements;
  • limit the number of uses;
  • restrict offers to specified products;
  • withdraw an offer where permitted;
  • reject misuse or fraudulent use; and
  • cancel benefits obtained through manipulation or fraud.

No promotional offer shall override a customer’s statutory rights.

25. REVIEWS, FEEDBACK AND USER CONTENT

Customers may submit reviews, ratings, feedback or other content.

You agree that such content shall:

  • be truthful;
  • relate to the relevant product/service;
  • not contain unlawful material;
  • not contain personal information of third parties without permission;
  • not contain defamatory material;
  • not manipulate ratings; and
  • not infringe intellectual property rights.

Premiumgood may moderate or remove content that violates applicable law or Platform rules.

26. INTELLECTUAL PROPERTY

All Platform content, including:

  • logos;
  • trademarks;
  • graphics;
  • photographs;
  • text;
  • design;
  • layout;
  • software;
  • source code;
  • product content created by Premiumgood;
  • videos; and
  • other proprietary material

is owned by or licensed to Premiumgood or its respective rights holders and is protected under applicable intellectual property laws.

No content may be reproduced, copied, modified, distributed or commercially exploited without appropriate authorisation.

Third-party trademarks displayed on the Platform remain the property of their respective owners.

27. PRIVACY AND PERSONAL DATA

Personal information shall be processed in accordance with Premiumgood’s Privacy Policy and applicable Indian data-protection laws.

By using the Platform, you acknowledge that certain information may be required to:

  • process orders;
  • process payments;
  • deliver products;
  • provide customer support;
  • prevent fraud;
  • process refunds;
  • resolve disputes;
  • comply with legal obligations; and
  • maintain transaction records.

Premiumgood shall handle such information in accordance with its applicable Privacy Policy and law.

28. ELECTRONIC COMMUNICATIONS

By using the Platform, you consent to receive transactional communications electronically, including:

  • order confirmations;
  • invoices;
  • shipment updates;
  • delivery notifications;
  • cancellation notifications;
  • refund notifications;
  • account notifications;
  • security alerts; and
  • customer-service communications.

Electronic records shall be treated as valid records to the extent permitted by applicable law.

29. THIRD-PARTY SERVICES

Premiumgood may use third-party service providers for:

  • payment processing;
  • logistics;
  • SMS;
  • email;
  • authentication;
  • fraud prevention;
  • analytics;
  • customer support;
  • hosting;
  • technology infrastructure; and
  • other operational functions.

Third-party services may have their own terms and privacy policies.

Premiumgood shall not be responsible for independent acts or omissions of third-party providers except to the extent liability is imposed upon Premiumgood under applicable law.

30. WARRANTIES

Manufacturer warranties, seller warranties and Premiumgood warranties, where offered, shall be governed by the specific warranty terms applicable to the product.

Nothing in these Terms shall exclude a warranty or consumer right that cannot lawfully be excluded.

For refurbished products, warranty coverage shall be as expressly stated in the applicable product listing or invoice.

31. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Premiumgood shall not be liable for indirect, incidental, special or consequential losses arising from:

  • temporary Platform unavailability;
  • third-party service interruptions;
  • payment-network failures;
  • banking failures;
  • force majeure events;
  • delays caused by logistics providers; or
  • circumstances beyond reasonable control.

Nothing in these Terms shall:

  1. exclude or restrict liability that cannot legally be excluded;
  2. restrict statutory consumer rights;
  3. exclude liability arising from fraud or wilful misconduct where such exclusion is prohibited by law; or
  4. prevent a competent authority or consumer forum from granting relief available under law.

32. FORCE MAJEURE

Premiumgood shall not be responsible for delay or failure caused by events beyond reasonable control, including:

  • natural disasters;
  • floods;
  • earthquakes;
  • epidemics/pandemics;
  • war;
  • terrorism;
  • civil unrest;
  • governmental restrictions;
  • strikes;
  • telecommunications failure;
  • internet failure;
  • cyber incidents affecting third-party infrastructure;
  • payment-system outages;
  • logistics disruption; or
  • other comparable events.

Premiumgood shall take reasonable steps to restore affected services.

33. CUSTOMER GRIEVANCE REDRESSAL

Premiumgood maintains a customer support and grievance mechanism.

Customers should first submit their complaint to:

Premiumgood Solution Private Limited
Address: B7, 5th Floor, Gate No. 3, 18 Rabindra Sarani, Poddar Court, Colootola, Kolkata, West Bengal – 700073, India
Email: support@premiiumgoodshop.com
Phone: +91 9147733085

Complaints should preferably contain:

  • customer name;
  • registered email/mobile;
  • order number;
  • transaction ID;
  • nature of complaint;
  • supporting documents;
  • photographs/videos, where relevant; and
  • relief requested.

Premiumgood shall endeavour to acknowledge and resolve complaints within reasonable timeframes applicable to the nature of the complaint.

Where a complaint concerns a payment transaction processed through a regulated Payment Aggregator, Payment Gateway, bank or payment system, Premiumgood shall cooperate with that participant’s applicable grievance and dispute-resolution process.

RBI’s payment-aggregator framework emphasises publicly disclosed grievance mechanisms, escalation processes and defined turnaround times for complaints and disputes.

34. PAYMENT DISPUTE ESCALATION

For payment-related complaints, customers should provide:

  1. transaction reference/UTR;
  2. order number;
  3. payment date;
  4. payment method;
  5. amount;
  6. bank/payment provider details; and
  7. screenshots or other supporting evidence where available.

Premiumgood shall coordinate with the relevant payment service provider where the issue requires payment-system investigation.

If the customer remains dissatisfied, the customer may pursue remedies available under applicable law, including escalation to the relevant regulated payment participant, banking grievance mechanism, appropriate ombudsman mechanism where applicable, consumer commission or other competent authority.

35. FRAUD, COUNTERFEIT PRODUCTS AND LAW ENFORCEMENT

Where Premiumgood reasonably suspects:

  • counterfeit goods;
  • stolen goods;
  • payment fraud;
  • identity theft;
  • account takeover;
  • unlawful products;
  • money laundering;
  • cyber fraud;
  • intellectual property infringement; or
  • other unlawful activity,

Premiumgood may preserve relevant records and cooperate with banks, payment service providers, card networks, law-enforcement agencies, regulators, courts and other competent authorities as permitted or required by law.

36. SUSPENSION AND TERMINATION

Premiumgood may suspend or terminate access to an account where reasonably necessary due to:

  • fraud;
  • unlawful activity;
  • repeated abuse;
  • fraudulent chargebacks;
  • payment misuse;
  • counterfeit-product activity;
  • violation of these Terms;
  • security risks;
  • account compromise; or
  • legal/regulatory requirements.

Termination shall not affect rights and obligations accrued before termination.

37. MODIFICATION OF TERMS

Premiumgood may modify these Terms from time to time to reflect:

  • changes in law;
  • regulatory requirements;
  • payment-system requirements;
  • operational changes;
  • new products/services;
  • security requirements; or
  • business requirements.

The updated Terms shall be published on the Platform with the revised “Last Updated” date.

Continued use of the Platform after publication of revised Terms constitutes acceptance of the updated Terms to the extent permitted by law.

38. SEVERABILITY

If any provision of these Terms is held invalid, illegal or unenforceable by a competent authority, the remaining provisions shall continue to remain valid and enforceable to the extent permitted by law.

39. NO WAIVER

Failure by Premiumgood to enforce any provision of these Terms shall not constitute a waiver of its right to enforce that provision subsequently.

40. GOVERNING LAW

These Terms shall be governed by and interpreted in accordance with the laws of India.

Nothing in these Terms shall deprive a consumer of any mandatory consumer-protection right or jurisdiction available under applicable Indian law.

41. JURISDICTION

Subject to applicable consumer-protection laws and the jurisdiction legally available to consumers, courts and competent authorities at Kolkata, West Bengal, India shall have jurisdiction over disputes arising from these Terms.

Where applicable law grants a consumer the right to approach a competent Consumer Commission or other authority having territorial or statutory jurisdiction, nothing in this clause shall prevent the exercise of that right.

42. ENTIRE AGREEMENT

These Terms, together with the Privacy Policy, Shipping Policy, Return/Refund/Cancellation Policy and any applicable product-specific terms, constitute the principal terms governing your use of the Platform and purchase of products.

Where there is a conflict between these Terms and a mandatory provision of applicable law, the mandatory provision shall prevail.

43. CUSTOMER ACKNOWLEDGEMENT

By placing an order on Premiumgood Shop, you acknowledge that:

  1. you have reviewed the product information;
  2. you have reviewed the applicable price and charges;
  3. you have reviewed applicable shipping and return conditions;
  4. you understand whether the product is new, refurbished, pre-owned or otherwise described;
  5. you understand the applicable payment mechanism;
  6. you agree to the applicable Terms & Conditions;
  7. you will not use fraudulent payment instruments;
  8. you will not submit fraudulent return or chargeback claims;
  9. you will promptly report suspected unauthorised transactions; and
  10. you will cooperate reasonably in investigations concerning payment, delivery, authenticity or fraud disputes.

44. IMPORTANT PAYMENT SECURITY NOTICE

PREMIUMGOOD WILL NEVER ASK YOU TO DISCLOSE YOUR OTP, UPI PIN, CARD PIN, CVV OR INTERNET-BANKING PASSWORD.

Customers should never:

  • share OTPs;
  • share UPI PINs;
  • disclose card PINs;
  • disclose CVV;
  • install remote-access software at the request of an unknown caller;
  • transfer money to an unknown personal account;
  • scan a QR code merely to “receive” a refund; or
  • approve an unknown payment request.

If you receive a suspicious communication claiming to represent Premiumgood, contact Premiumgood through the official contact details published on the Platform.

45. IMPORTANT NOTICE REGARDING RBI TAT

For clarity, Premiumgood is an e-commerce merchant/platform and does not replace the regulated bank, Payment Aggregator, Payment Gateway, card network, UPI participant or other payment-system participant responsible for processing a particular payment.

Accordingly:

RBI-prescribed TATs applicable to failed transactions, reversals, compensation, unauthorised transactions or payment disputes shall apply to the relevant regulated entity and transaction type in accordance with the applicable RBI directions, circulars and payment-system rules.

Premiumgood shall reasonably cooperate with the relevant regulated entity and customer in providing transaction information and processing merchant-side actions required for refund, reversal or dispute resolution.

RBI has expressly stated that prescribed TATs for failed transactions represent outer limits and that regulated participants should endeavour to resolve such transactions sooner.

46. CONTACT INFORMATION

Premiumgood Solution Private Limited

Website: https://premiumgoodshop.com/
Address: B7, 5th Floor, Gate No. 3, 18 Rabindra Sarani, Poddar Court, Colootola, Kolkata, West Bengal – 700073, India
Phone: +91 9147733085
Email: support@premiiumgoodshop.com

CIN: U46419WB2026PTC287726
GSTIN: 19AAQCP9044C1Z2

47. LEGAL NOTICE

These Terms have been prepared with reference to the Indian legal and regulatory framework applicable to e-commerce, consumer protection and electronic payments, including applicable RBI directions concerning payment transactions and failed-transaction TATs.

Regulatory requirements may change from time to time. Accordingly, Premiumgood may amend these Terms whenever necessary to maintain compliance with applicable laws, rules, regulations, RBI directions, governmental notifications and payment-system requirements.

Where a statutory or regulatory provision provides a consumer with a right or remedy that cannot legally be waived, that right or remedy shall continue to apply notwithstanding anything contained in these Terms.

Last Updated: 16 August 2026