Refund and Returns Policy
Introduction
This Cancellation, Return, and Refund Policy (hereinafter referred to as the “Refund Policy”) governs the cancellations, returns, and refunds (collectively referred to as “Transaction”) related to the sale or purchase of products on the Website (hereinafter referred to as “Order”) by you (hereinafter referred to as the “Customer”).
This Refund Policy should be read in conjunction with the Terms of Use and other applicable Policies. For the purposes of this Refund Policy, all capitalized terms not otherwise defined herein shall bear the meanings ascribed to them as outlined in the Terms of Use and the Privacy Policy.
Cancellations/Cancellation Initiated by Us
We reserve the right to cancel an Order or any specific item within an Order at our discretion, without incurring any cost or obligation.
Cancellation Initiated by the Customer
- If the Customer wishes to cancel an Order or any specific item within an Order, the Customer must do so in accordance with the Policies.
- The Customer may cancel an Order or any specific item within an Order under the following circumstances:
- after placing the order but prior to the initiation of shipment; or
- after initiation of shipment but before the delivery of the product(s). Cancellation of such product(s) shall not be possible in instances of same-day delivery items, customized items, or sale items.
The Customer acknowledges that if a cancellation request is not initiated within the stipulated timeframe, the Customer waives the right to cancel an Order.
To cancel an Order, the Customer must communicate with our Customer Support Team at customercare@ovloxindia.in or contact the Helpline at 8868830011, 8868808111 (Monday to Saturday between 10:00 am to 6:00 pm). In such cases, the Order will be canceled, and the funds will be refunded to the Customer within 5-7 business days following the receipt of the cancellation request from the Customer.
In the event that the Order has been canceled but the courier company attempts to deliver the product, the Customer must refuse any such delivery and promptly inform the delivery agent of the cancellation. If the Customer accepts delivery of the product(s) after the cancellation of the delivery, the Customer shall be charged the full amount as per the original payment method.
Returns and Refunds
- The Customer may return an Order or any specific item within an Order and receive a refund in accordance with this policy.
- When submitting a return request, the Customer is required to attach proof of purchase/receipt. To be eligible for a refund, the product received by the Customer must be damaged, defective, or missing accessories/parts upon receipt. In some instances, we may require the Customer to provide evidence of the damage/defect or missing accessory, and the Customer shall be obliged to comply with such a request.
- When returning an Order or any specific item within an Order, the Customer must ensure that the contents are in the same condition as they were upon receipt. The Customer must also adhere to the following conditions while returning an Order or any specific item within an Order:
- a) The contents should be intact, unused, unaltered, and without any signs of external use, establishing that the product was not damaged while in the Customer’s possession;
- b) The contents should correspond precisely with what was shipped to the Customer;
- c) The contents should be returned in the original packaging along with the original tags, labels, certificates, user manuals, warranty card, and other accompanying materials and accessories included in the Order.
- We offer a 15-day full-refund policy on qualified products after receiving products from Customers who are dissatisfied with their purchase from the Company, subject to the terms and conditions set forth in this policy.
- Customers are advised to inspect the product(s) at the time of delivery or installation and to notify us of any damages, defects, faults, or missing accessories/parts, or wrongful deliveries within 48 hours from receipt of the product(s) or upon notification of delivery, by calling the helpline number 8868830011, 8868808111, and/or via email at customercare@ovloxindia.in.
- Upon receipt of the returned product by us and after conducting an inspection, we will notify the Customer whether the product qualifies for a refund, and accordingly, the approved refund amount will be credited to the Customer through the original payment method. Additionally, it may take up to 7 business days for a refund to be reflected in the Customer’s payment method.
- Returned items that do not meet the criteria established in this Policy may be subject to a partial or no refund.
- The following products shall not qualify for a refund under this policy:
- a) Sale items or gift items;
- b) Product(s) damaged due to misuse;
- c) Products with tampered or missing serial/UPC numbers;
- d) Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging (if any), and all other items originally included with the product(s) delivered; or
- e) Custom orders.
- To initiate the refund process, the Customer is required to first return the Order or any specific item within an Order for which the refund request has been submitted. Refunds will be processed using the payment method and in the currency utilized for completing the Transaction; it is important to note that any Refund(s) will not be processed in cash. Should the refund processing time extend to a period of up to 7 working days, the Customer must await an update regarding the refund until the conclusion of the 7th working day. Working days do not account for bank holidays or force majeure events.
- In instances where the payment method utilized by the Customer at the time of purchase is no longer valid, or if a payment failure notice is received from the Customer’s bank, we shall send an email requesting additional details from the Customer in order to facilitate the issuance and processing of the refund via a demand draft, thereby initiating the refund process. Refunds will not be initiated to third-party accounts.
- We are committed to providing the highest level of protection to Users on the Website from fraudulent activities. Nevertheless, if you are a Buyer engaged in any abusive activities, we will take necessary actions against you. This may include issuing warnings, prohibiting you from requesting returns or refunds on the Website, blocking you from initiating claims, and potentially suspending your account.
- In situations where customers are found to be misusing the refund policy by excessively returning, cancelling, or refusing to accept placed orders, we reserve the right to issue warnings and/or suspend and/or block and/or terminate such customer accounts, as deemed necessary.
Contact Us
If you have any further inquiries or require additional clarification regarding this Cancellation, Return, and Refund Policy, or any of the other Policies, please feel free to contact us at any time using the details provided below.
Email: customercare@ovloxindia.com
8868830011, 8868808111