Refund, Returns, and Replacement Policy
Oorzza is committed to ensuring a satisfying shopping experience. We adhere strictly to the Consumer Protection (E-Commerce) Rules, 2020, and all applicable Indian laws.
This policy outlines the conditions under which returns, refunds, and replacements will be processed.
1. 7-Day Hassle-Free Return Policy
We offer a 7-day return period starting from the date of delivery. You can initiate a return request if the product meets the following criteria:
A. Eligible Conditions for Return
| Condition | Action Required |
| Defective / Damaged Product | Product received is physically damaged or not working upon arrival. |
| Incorrect Product / Size | Product received is different from what was ordered (wrong item, color, or size). |
| Product Not as Described | The product does not match the description, features, or specifications advertised on the Site. |
B. Non-Returnable Products (Exemptions)
For reasons of hygiene and personal consumption, the following products are strictly not eligible for returns, replacements, or refunds:
Used Cosmetics and Personal Care Items (e.g., used creams, opened perfumes, used oils).
Health and Wellness Supplements (if the seal or packaging is broken).
“Final Sale” or “Non-Returnable” items clearly marked as such on the product page.
Products damaged due to misuse, neglect, or improper handling by the customer.
C. Return Conditions
For a successful return, the product must be:
Unused and Unopened (unless the product was received in a damaged or defective condition).
In its original packaging with all price tags, labels, accessories, and instruction manuals intact.
Accompanied by the original invoice or proof of purchase.
2. How to Initiate a Return
Request Initiation: Log in to your Oorzza account, go to the “Order History” section, and click on the “Return” button next to the relevant product.
Provide Details: Clearly state the reason for the return (e.g., damaged, incorrect item) and upload clear photographs/videos of the product showing the issue (mandatory for damaged or defective items).
Reverse Pickup: Once your request is approved, we will arrange a free reverse pickup from your delivery address within [3-7] business days.
Quality Check: After the product is received at our warehouse, a quality check will be conducted within 2 business days.
3. Refunds and Replacements
Upon successful completion of the quality check, we will process your request as follows:
| Outcome | Action Taken | Processing Time |
| Replacement | If requested and stock is available, the same product (correct item/size) will be dispatched to you at no extra cost. | Dispatch within 2 business days of Quality Check approval. Delivery time will be 3-5 days after dispatch |
| Refund (Prepaid Orders) | The full amount will be credited back to your original payment method (Credit Card, Debit Card, Net Banking, or Wallet). | Refund initiation within 5 business days of Quality Check approval. (Bank processing may take an additional 2-7 working days). |
| Refund (COD Orders) | The full amount will be credited via a secure electronic fund transfer (NEFT) to the bank account details provided by you during the return request. | Refund initiation within 5 business days of Quality Check approval. (Bank processing may take an additional 2-7 working days). |
4. Order Cancellation Policy
Cancellation by Customer: You may cancel your order free of charge any time before it is shipped. Once the product has been shipped, the standard return policy (Section 1) will apply.
Cancellation by Oorzza: Oorzza reserves the right to cancel an order due to unforeseen circumstances, including but not limited to, product unavailability, quality issues, or payment gateway failures. In such cases, a full refund will be automatically initiated for prepaid orders within 5 business days.
5. Contact for Grievance Redressal
If you have any questions or require assistance with your return, please contact our Grievance Officer:
Grievance Officer, Oorzza Megacorp
Email: grievance@oorzza.com, redressal@oorzza.com
We acknowledge the receipt of any consumer complaint within 48 hours and strive to resolve the complaint within one month from the date of receipt.