Refund policy

Return & Refund Policy

Last Updated: [DATE]

At [STORE NAME], we want you to feel confident when shopping with us. If your purchase isn't right for you, this Return & Refund Policy explains when you can request a return, replacement, exchange, or refund.

1. Return Eligibility

To be eligible for a return, the product generally must:

  • Be unused and in its original condition.

  • Be returned with original packaging, tags, accessories, and invoices where applicable.

  • Not be damaged due to misuse, improper handling, or normal wear and tear.

  • Be requested within the applicable return period.

  • Meet any product-specific return requirements shown on the product page.

Some products may have different return conditions due to their nature. Please check the product listing before purchasing.

Nothing in this policy is intended to remove or restrict any consumer rights or remedies that cannot legally be excluded under applicable Indian law.

2. Return Timeframe

You may request a return within [X DAYS] of receiving your order.

To start a return, contact us at:

Email: [EMAIL ADDRESS]

Please include:

  • Order number

  • Product name

  • Reason for the return

  • Photos/videos where reasonably required

  • Any other information needed to process your request

Returns requested after [X DAYS] may not be accepted unless required by applicable law or agreed by us in exceptional circumstances.

3. Return Approval

Once we receive your request, we will review it and let you know whether the return is approved.

If approved, we will provide instructions for returning the product.

Please do not send a product back to the sender's address or another address without receiving return instructions from us.

Returned products may be inspected before a refund, replacement, or exchange is finalized.

4. Refund Process

Once your returned product has been received and, where applicable, inspected and approved, we will initiate the refund.

Refunds will generally be processed within [REFUND PROCESSING TIME] after the return is approved.

The actual time for the money to appear in your account may depend on your bank, payment provider, or payment method.

Where possible, refunds will be made using the original payment method.

Cash on Delivery Orders

For eligible COD orders, refunds may be issued through [BANK TRANSFER/UPI/OTHER METHOD] after we receive the required information from you.

We will never ask you to share your password, PIN, OTP, or other confidential banking credentials to process a refund.

5. Exchange Options

Where available, we may offer an exchange for:

  • A different size

  • A different variant

  • The same product

  • Another eligible product

Exchange availability depends on product availability and the specific product's return conditions.

If the requested replacement is unavailable, we may offer another appropriate solution, such as a refund, subject to applicable law and our policy.

Exchange request period: [X DAYS]

6. Damaged, Defective or Incorrect Products

If your order arrives:

  • Damaged

  • Defective

  • Incomplete

  • Incorrect

  • Significantly different from the product ordered

please contact us at [EMAIL ADDRESS] within [X DAYS] of delivery.

Please provide your order number and photographs/videos of the product and packaging if reasonably requested.

We will investigate the issue and, where appropriate, arrange:

  • Replacement

  • Exchange

  • Refund

  • Repair, where applicable

  • Another appropriate remedy

For products that arrive damaged, please retain the original packaging until the issue has been resolved.

7. Non-Returnable Items

For hygiene, safety, personalization, or other legitimate reasons, certain products may not be eligible for return.

Examples may include:

  • Personalized or customized products

  • Products specifically marked as non-returnable

  • Used products where return would be inappropriate for hygiene reasons

  • Perishable products

  • Products damaged through misuse or improper handling

  • [OTHER NON-RETURNABLE PRODUCTS]

This list may vary depending on the product.

Important: If applicable Indian law provides a consumer with a mandatory right or remedy, that right will not be excluded by this policy.

8. Return Shipping Costs

If You Change Your Mind

For eligible returns due to reasons such as change of mind, incorrect size selection, or ordering the wrong product, the return shipping cost will be:

[CUSTOMER PAYS / STORE PAYS / FREE RETURN SHIPPING]

If We Sent the Wrong, Damaged, or Defective Product

If the return is approved because we sent an incorrect, damaged, or defective product, [STORE NAME] will generally cover the applicable return shipping cost or provide an appropriate return arrangement, subject to verification and applicable law.

9. Products Damaged After Delivery

We may not be able to accept returns for damage caused after delivery through:

  • Improper use

  • Accidental damage

  • Neglect

  • Unauthorized modification

  • Failure to follow product instructions

  • Normal wear and tear

This does not affect any rights you may have under applicable consumer-protection or warranty laws.

10. Refund Deductions

Where legally permitted, refunds may be adjusted for:

  • Non-refundable shipping charges

  • Return shipping charges that you agreed to pay

  • Missing accessories or components

  • Damage caused by misuse or improper handling

  • Other applicable charges clearly disclosed to you before purchase

We will not make deductions that are prohibited by applicable law.

11. Cancellations

If you wish to cancel an order, contact us as soon as possible at [EMAIL ADDRESS].

We will try to accommodate cancellation requests received before the order is processed or shipped. Once an order has been processed or shipped, cancellation may no longer be possible and the return process may apply instead.

12. How to Start a Return

To request a return, contact:

[STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]

Please include your order number and a brief explanation of the reason for your return.

We will provide the next steps and return instructions.

13. Contact Us

If you have questions about returns, refunds, or exchanges, we're happy to help.

[STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Business Address: [BUSINESS ADDRESS]
Customer Support Hours: [SUPPORT HOURS]

Recommended setup for SanzzyMart

Before publishing, replace the placeholders with your actual policy. In particular, decide:

  • Return window: [X DAYS]

  • Refund processing: [REFUND PROCESSING TIME]

  • Who pays return shipping

  • Which products are non-returnable

  • Your COD refund method

  • The email customers should contact

For a new Indian dropshipping store, I'd recommend keeping the policy simple and customer-friendly rather than promising “no questions asked” returns if your supplier doesn't support them. Also make sure the policy matches what your supplier and courier actually offer. A policy cannot take away mandatory consumer rights under applicable Indian law.