Refund policy

CANCELLATION, REFUND & RETURN POLICY

(In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020)

This policy governs cancellations, refunds, and returns for orders placed on our website. By placing an order, you acknowledge that you have read, understood, and agreed to the terms set out below.

1. CANCELLATIONS

1.1 Customer-Initiated Cancellations

Once an order has been placed and payment has been successfully completed, the order cannot be cancelled by the customer, except in cases expressly permitted under this policy or as required under applicable law.

1.2 Unavailability of Items

If any product in your order is unavailable, we will inform you using the contact details provided at the time of placing the order.
You may choose to cancel the order (in full or in part) at the time of confirmation. Any amount paid for the unavailable product(s) shall be refunded in accordance with this policy.

1.3 Order Cancellation by Us

We reserve the right to cancel an order under the following circumstances, after due intimation to you:

  • The delivery address falls outside our serviceable delivery areas.

  • We are unable to contact you using the contact details provided to confirm the order.

  • The order cannot be delivered due to incomplete, incorrect, or insufficient delivery instructions or authorization.

  • The ordered product(s) are unavailable at the time of processing.

  • The delivery personnel are unable to access your premises, gated community, or society despite reasonable efforts.

  • Events beyond our reasonable control, including but not limited to law and order situations, natural calamities, strikes, or force majeure events.

In such cases, where payment has already been made, the eligible amount shall be refunded without any undue delay.

2. REFUNDS

2.1 Refund Eligibility

Refunds are applicable only for prepaid orders and shall be processed in the following situations:

  • The product packaging is visibly tampered with, damaged, or spilled at the time of delivery and the delivery is refused by you.

  • The order is cancelled by us due to:

    • Delivery address being outside our serviceable area, or

    • Inability to contact you for order confirmation.

  • The order is cancelled by you at the time of confirmation due to non-availability of the ordered product(s).

Refunds shall be processed in a fair and transparent manner and shall not be unreasonably denied.

2.2 Proof of Damage or Defect

To enable verification and timely resolution, customers are required to provide clear photographs and/or videos of the damaged or defective product at the time of delivery.
Failure to provide reasonable evidence may result in rejection of the refund request, subject to applicable law.

2.3 Mode and Timeline of Refund

  • Refunds shall be credited to the original mode of payment used at the time of placing the order.

  • Refunds shall be processed within a reasonable period and may take 3 to 21 working days to reflect in your bank account, depending on the policies of your bank or payment service provider.

3. RETURNS

Returns shall be accepted only under the following circumstances:

  • Incorrect product(s) delivered.

  • Product(s) that are materially damaged, defective, or have deteriorated in quality at the time of delivery.

Important Conditions:

  • Returns will not be accepted if the product packaging has been opened.

  • Returns will not be accepted if the product has been partially or fully consumed.

  • Return requests must be raised immediately at the time of delivery or within a reasonable time as communicated on the website.

These limitations are disclosed in compliance with Rule 6(1)(c) of the Consumer Protection (E-commerce) Rules, 2020.

4. GRIEVANCE REDRESSAL

In accordance with the Consumer Protection (E-commerce) Rules, 2020, we have established a grievance redressal mechanism.

Consumers may raise complaints or queries through the contact details provided on the website.
All grievances shall be acknowledged within 48 hours and resolved within one month from the date of receipt.

5. STATUTORY RIGHTS

Nothing contained in this policy shall affect your rights as a consumer under the Consumer Protection Act, 2019 or any other applicable laws in force in India