Refund policy

REFUND & EXCHANGE POLICY

This Refund & Exchange Policy (“Policy”) is issued by Boozee (“Company”, “we”, “our”, or “us”) in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant laws governing consumer rights in India.

Boozee is committed to ensuring transparency, fairness, and customer satisfaction in all post-purchase interactions. This Policy establishes the terms governing product exchanges, credit note issuance, reverse shipping procedures, and grievance resolution for customers purchasing products through the Boozee website or any authorized sales channel.

By placing an order with Boozee, customers acknowledge that they have read, understood, and agreed to this Policy.

1. DEFINITIONS

Unless otherwise stated, the following terms shall have the meanings assigned below:

1.1 “Act”

Refers to the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, along with any amendments, notifications, or applicable regulations issued thereunder.

1.2 “Customer”

Means any individual or entity purchasing products from Boozee through its official website or authorized platforms.

1.3 “Exchange”

Means the process through which an eligible product is returned and replaced with:

  • the same product in a different size; or
  • a credit note/promo code of equivalent value.

1.4 “Credit Note” / “Promo Code”

Means a unique, non-transferable, one-time-use promotional code issued in place of a monetary refund, redeemable against future purchases on Boozee.

1.5 “Return Request”

Means a formal request submitted by a customer seeking exchange of an eligible product under this Policy.

1.6 “Reverse Shipping”

Means the process of collecting and transporting the returned product back to Boozee through the Company’s logistics partner or courier service.

1.7 “Eligible Product”

Means a product that qualifies for exchange under this Policy and is returned unused, unwashed, undamaged, and with original tags and packaging intact.

1.8 “Non-Returnable Product”

Means products specifically excluded from exchange due to hygiene, safety, customization, promotional sale conditions, or other business considerations.

1.9 “Grievance Redressal Officer” or “GRO”

Means the officer designated by Boozee to handle consumer complaints in accordance with applicable law.

1.10 “Products”

Means apparel, T-shirts, menswear, and any other merchandise sold by Boozee.

2. PURPOSE OF THIS POLICY

This Policy is intended to establish a fair, transparent, and legally compliant framework for handling customer concerns relating to exchanges and refunds.

The objectives of this Policy include:

  • informing customers of their rights and responsibilities;
  • ensuring compliance with Indian consumer protection laws;
  • maintaining operational consistency in post-sale processes; and
  • safeguarding both customer interests and the Company’s commercial operations.

Boozee follows a non-cash refund model, under which approved returns are compensated through a promo code or credit note equal to the product value.

In case of any inconsistency between this Policy and any other Company communication concerning exchanges or refunds, this Policy shall prevail.

3. ORDER PROCESSING TIMELINE

All orders are processed within 24 to 48 working hours after successful payment verification, excluding weekends and public holidays.

Processing includes:

  • order verification,
  • packaging, and
  • preparation for dispatch.

Processing timelines are separate from shipping or delivery timelines.

Delay Notification

If processing is expected to exceed the standard timeline, Boozee will notify the customer at least one working day in advance.

4. ELIGIBILITY FOR EXCHANGE

A product shall qualify for exchange only if all the following conditions are satisfied:

Criteria

Requirement

Product Condition

Product must be unused, unworn, unwashed, undamaged, and returned with original packaging, tags, labels, and accessories intact.

Valid Reasons

Exchanges are permitted only for: (a) size-related issues for the same product; (b) damaged or defective products; or (c) change-of-mind requests where expressly allowed in the product description.

Time Limit

Exchange request must be initiated within 7 days of delivery.

Proof Requirements

Customer may be required to provide photographs, shipment tracking details, or an unboxing video for verification.

Invoice Requirement

Original invoice or order confirmation must accompany the return.

Exclusions

Products falling under Clause 5 shall not qualify for exchange.

No exchanges shall be permitted for reasons such as personal preference regarding style, color, fit perception, or similar grounds unless explicitly stated otherwise on the product page.

Size Exchange Fee

A nominal fee of ₹200 shall be applicable on all return or exchange requests initiated for size changes where the product delivered by Boozee matches the size originally selected by the customer at the time of placing the order.

 

5. NON-ELIGIBILITY FOR EXCHANGE

Exchange requests shall not be accepted under the following circumstances:

5.1 Used or Damaged Products

Products showing signs of wear, washing, ironing, staining, fragrance application, or tampering shall be rejected.

5.2 Missing Tags or Packaging

Products returned without original tags, labels, packaging, or invoice shall not qualify for exchange.

5.3 Delayed Requests

Exchange requests initiated after the prescribed timeline shall be considered invalid.

5.4 Customer-Caused Damage

Products damaged due to misuse, improper handling, tearing, cutting, or chemical exposure shall not qualify.

5.5 Multiple Exchanges

Only one exchange request shall be permitted per order.

5.6 Final Sale or Promotional Products

Products marked as:

  • “Final Sale”
  • “Non-Returnable”
  • clearance items; or
  • promotional sale merchandise

shall not qualify for exchange.

Important Notice

Any ineligible product received by Boozee may be returned to the customer without issuance of any credit note or replacement.

6. WRONG ITEM DELIVERED

If a customer receives an incorrect item, including incorrect:

  • size,
  • color,
  • design, or
  • product type,

the customer must notify Boozee within 48 hours of delivery along with photographs of:

  • the delivered product,
  • packaging, and
  • invoice.

Upon verification, Boozee will arrange return shipping and provide either:

  • the correct item; or
  • a credit note of equivalent value.

7. INVENTORY UNAVAILABILITY

If an approved exchange item becomes unavailable due to inventory constraints, Boozee shall:

  • issue a credit note within 7–10 business days; or
  • allow the customer to select an alternate product of equivalent value.

8. EXCHANGE PROCESS

Step 1: Raise Exchange Request

Within 7 days of delivery, the customer must:

Subject Line:
“Exchange Request – [Order ID]”

The request must include:

  • reason for exchange,
  • product photographs,
  • invoice copy, and
  • additional evidence if requested.

Step 2: Review & Approval

Boozee shall review the request within 2 business days and notify approval or rejection.

Step 3: Reverse Shipping

Upon approval, Boozee shall arrange reverse pickup through its logistics partner.

Customers must ensure:

  • secure packaging,
  • original tags,
  • original invoice, and
  • unused condition of the product.

Step 4: Inspection

Returned products shall undergo inspection and verification within 3 business days of receipt.

Step 5: Issuance of Credit Note

If approved, a unique promo code equivalent to the product value shall be issued via email.

Validity

The promo code shall remain valid for 90 days from issuance.

Step 6: Completion Timeline

Approved exchanges shall generally be completed within 7–10 working days after receipt of the returned product.

9. CREDIT NOTE / PROMO CODE POLICY

Boozee does not provide monetary refunds.

Approved returns shall only be compensated through a:

  • promo code; or
  • credit note.

Conditions:

  • non-transferable;
  • single-use only;
  • linked to original order ID;
  • valid for 90 days.

Unused balances shall not be carried forward after redemption.

Boozee shall not be responsible for expired, lost, or deleted promo codes.

10. CUSTOMER OBLIGATIONS

Customers are responsible for ensuring that returned products:

  • are unused and unwashed;
  • remain in saleable condition;
  • include original tags and packaging; and
  • are securely packed for return transit.

Customers may also be required to provide an unboxing video for damaged or defective product claims.

Original shipping charges, if any, are non-refundable.

11. REFUND & EXCHANGE LIMITATIONS

  • All refunds are strictly non-cash.
  • Exchange requests may be rejected if eligibility conditions are not fulfilled.
  • Boozee reserves the right to reject returns that fail quality inspection.
  • Inspection shall be completed within 3 business days of receiving the returned item.
  • Credit notes shall generally be issued within 2 business days after approval.

12. GRIEVANCE REDRESSAL MECHANISM

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, Boozee has appointed a Grievance Redressal Officer.

Grievance Officer Details

Name: Vivan Virla
Designation: Grievance Redressal Officer
Email: wegotyou@boozeeoriginals.com
Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

Complaint Requirements

Customers should provide:

  • full name,
  • order ID,
  • product details,
  • description of grievance,
  • supporting documents, and
  • contact information.

Resolution Timeline

  • Acknowledgment: within 48 hours
  • Resolution: within 15 days from receipt of complaint

13. GOVERNING LAW & JURISDICTION

This Policy shall be governed by and interpreted in accordance with the laws of India.

All disputes arising under this Policy shall be subject to the exclusive jurisdiction of the courts located in New Delhi, India.

14. AMENDMENT OF POLICY

Boozee reserves the right to modify, revise, suspend, or withdraw this Policy at any time without prior notice.

Any revised version shall be published on the official website and shall become effective immediately upon publication.

Continued use of the platform after such changes constitutes acceptance of the revised Policy.