Refund policy

Return and Refund Policy

Last Updated: [DATE]

At [STORE NAME], customer satisfaction matters to us. If you receive a damaged, defective, incorrect, or eligible unwanted product, please review the following policy to understand how returns, exchanges, and refunds work.

This policy is subject to applicable Indian consumer protection laws and does not limit any rights available to customers under those laws.

1. Return Eligibility

A product may be eligible for return if:

  • It arrives damaged or defective.

  • You receive a product different from what you ordered.

  • Important parts or accessories are missing.

  • The product is eligible for return under the terms displayed on its product page or at checkout.

Where applicable, products should be returned in their original packaging with included accessories, manuals, tags, and other supplied items.

2. Return Timeframe

Please submit your return request within [X DAYS] of delivery.

To request a return, contact us at [EMAIL ADDRESS] and provide:

  • Your order number.

  • The product name.

  • The reason for the return.

  • Clear photographs or a short video where the product is damaged, defective, or incorrect.

We will review your request and explain the next steps.

3. Damaged, Defective or Incorrect Products

If your product arrives damaged, defective, or different from what you ordered:

  1. Contact us within [X DAYS] of delivery.

  2. Share your order details and supporting photographs or video.

  3. We will review the issue and may coordinate with our fulfilment or delivery partner.

  4. Depending on the circumstances and applicable law, we will arrange a replacement, exchange, repair, or refund.

Please do not discard the product or its packaging until your request has been reviewed.

4. Refund Process and Timing

Once a return or refund request is approved:

  • Refunds for prepaid orders will generally be issued to the original payment method.

  • Cash on Delivery refunds will be arranged through an agreed method, subject to verification and applicable payment requirements.

  • Refund processing may take [REFUND PROCESSING TIME] after approval.

  • The time taken for the amount to appear in your account may also depend on your bank or payment provider.

We will inform you when the refund has been initiated.

5. Exchanges and Replacements

Exchanges or replacements may be offered for eligible products, subject to stock availability and applicable law.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund.

6. Non-Returnable Items

Some products may not be eligible for change-of-mind returns due to their nature, including:

  • Personal-care or hygiene products once opened or used, where legally permitted.

  • Perishable products.

  • Customised or personalised products, except where defective, damaged, incorrect, or otherwise covered by applicable law.

  • Products clearly marked as non-returnable before purchase, subject to statutory consumer rights.

No exclusion in this section removes your legal rights regarding defective, damaged, misdescribed, or incorrectly supplied products.

7. Return Shipping Costs

  • For products that are damaged, defective, incorrect, or otherwise eligible for a remedy under applicable law, [STORE NAME] will arrange or bear reasonable return shipping costs as required.

  • For approved change-of-mind returns, return shipping costs will be [PAID BY CUSTOMER / PAID BY STORE], where such returns are offered and permitted.

  • Any applicable charges will be communicated before the return is arranged.

8. Order Cancellation

If you wish to cancel an order, contact us as soon as possible at [EMAIL ADDRESS].

Cancellation may not be possible after the order has been processed or dispatched. If an order cannot be cancelled, you may request a return in accordance with this policy and applicable law.

If we cancel an order after receiving payment, an appropriate refund will be arranged.

9. Contact Us

For return, exchange, or refund assistance:

Store Name: [STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Business Address: [BUSINESS ADDRESS]
Customer Support Hours: [SUPPORT HOURS]