Refund policy
RETURN, REPLACEMENT AND REFUND POLICY
This Return, Replacement and Refund Policy (“Policy”) forms an integral part of the Terms and Conditions of the Company and governs all purchases made through the Company’s platform. By placing an order, the customer expressly acknowledges and agrees to the terms contained herein. This Policy is intended to protect the integrity of the Company’s operations, prevent fraudulent claims, and ensure fair dispute resolution.
1. PRE-DISPATCH VERIFICATION AND RECORDING
Every product sold by the Company undergoes mandatory quality inspection and recording beginning from the manufacturing stage and continuing until the product is assigned a unique identification code and placed in the warehouse. As part of this process, the Company records a continuous video documenting the manufacturing completion, inspection, tagging, and verification of the item to establish its original condition. Upon receipt of a confirmed customer order, the packaging process is separately recorded, capturing the product condition at the time of packing, the unique identification code, airway bill number, courier details, and order reference. This packaging recording is stored in a secure digital repository maintained by the Company and saved in the name of the respective customer along with the corresponding purchase identification and unique product code.
All such recordings are securely retained by the Company and constitute official evidence of the condition, handling, and dispatch of the product. In the event of any dispute, these recordings shall be treated as primary, authoritative, and conclusive proof of the product condition and dispatch process. The Company may, at its discretion or upon a verified dispute request, provide access to the relevant recording to the customer for review. Such sharing does not transfer ownership of the recording and does not diminish the evidentiary authority of the Company’s original stored record.
2. COMPLAINT REPORTING AND EVIDENCE REQUIREMENT
Any complaint regarding damage, defect, incorrect item, or size issue must be reported within forty-eight (48) hours from the time of delivery through the Company’s designated support channel. Complaints submitted after the prescribed period shall not be entertained under any circumstances. A claim should preferably be supported by a continuous and unedited unboxing video clearly showing the sealed package prior to opening, the airway bill label, the complete opening process, and the condition of the product. Such evidence significantly assists in verification and expedites resolution. In the absence of an unboxing video, the Company reserves the right to require additional proof and may decline the claim where verification becomes impossible or unreliable. The Company shall compare any customer-provided evidence with its internal recordings and verification records to determine the validity of the complaint.
3. VERIFICATION AND FINAL AUTHORITY
All disputes shall be evaluated exclusively on the basis of the Company’s pre-dispatch and packaging recordings in conjunction with the evidence provided by the customer. Where the Company’s records confirm that the product was dispatched in proper condition and in accordance with the order, no replacement or refund shall be issued. The Company retains sole and final authority in determining eligibility for replacement or refund, and such determination shall be binding on the customer.
4. REPLACEMENT AS EXCLUSIVE REMEDY
Where a defect attributable to the Company is established through verification, the customer shall be entitled only to a replacement of the product. Refunds shall not be issued except in circumstances expressly provided under this Policy. Replacement applies to quality defects, incorrect products, or size-related issues verified by the Company. Replacement shall be dispatched within a reasonable period as determined by operational feasibility, and the mode of shipment shall ordinarily be the same as the original shipment method or such other method as may be determined at the sole discretion of the Company.
5. RETURN AUTHORIZATION AND INSPECTION
No product shall be returned without prior written authorization from the Company. Unauthorized returns shall be refused and returned to the sender at the customer’s expense. Approved returns must be received in unused, undamaged condition, in original packaging, with all tags, accessories, and invoice intact. The Company reserves the right to inspect returned products, and replacement shall only be processed upon successful inspection confirming the reported defect. Products that fail inspection shall not qualify for replacement.
6. NON-RETURNABLE AND EXCLUDED PRODUCTS
Customized, personalized, discounted, clearance, final sale, hygiene-sensitive, opened sealed, altered, or used products are strictly non-returnable and non-replaceable. The Company shall not be liable for replacement or refund where damage results from misuse, improper handling, washing, alteration, negligence, or external factors beyond the Company’s control.
7. REFUND EXCEPTIONS AND TIMELINE
Refunds shall be issued only in limited circumstances including confirmed stock unavailability, cancellation initiated by the Company, verified pricing errors, or non-delivery attributable solely to the Company. Approved refunds shall be processed within fifteen (15) business days from confirmation. Except for these situations, all sales are final and non-refundable.
8. PAYMENT CONFIRMATION REQUIREMENT
Refunds shall only be processed for payments that have been successfully credited to the Company’s bank account. Where a customer’s account is debited but the Company does not receive the funds due to payment gateway failure, banking error, or technical malfunction, the Company bears no responsibility and the customer must seek resolution directly with the bank or payment gateway provider. No refund obligation arises unless the Company has actually received the payment. Pending, failed, or automatically reversed transactions remain outside the Company’s liability.
9. FRAUD PREVENTION AND ABUSE PROTECTION
The Company reserves the right to reject claims, deny replacement requests, suspend accounts, refuse future service, or initiate legal action where it suspects fraudulent activity, abuse of the return system, or excessive claim behaviour.
10. POLICY MODIFICATION
The Company reserves the right to modify this Policy at any time without prior notice. Continued use of the platform constitutes acceptance of the revised Policy.