Refund Policy

• A returned item has passed our quality inspection.
• The product delivered was damaged, defective, wrong or incomplete.
• Your order was cancelled before dispatch.
• We cancelled your order because of a stock, pricing or serviceability issue.
• An exchange is not possible because the requested size or colour is unavailable.
• A payment was debited but the order was not confirmed.

• Full refund of the item value in all cases where the fault is ours — damage, defect, wrong item, or an order we cancelled.
• Item value minus the reverse pickup fee (₹99 where applicable) for change-of-mind returns.
• Shipping charges paid on the original order are refunded when the entire order is returned or cancelled, or when the fault is ours. They are not refunded on a partial change-of-mind return.
• Cash-on-delivery handling fee is non-refundable except where the fault is ours.

When an order placed with a coupon is partly returned, the discount is re-applied to the items you keep and the refund equals the actual amount you paid for the returned item, not its full listed price. If the retained items no longer meet the coupon's minimum order value, the discount is withdrawn and adjusted from the refund. The calculation is shown to you in the refund confirmation email.

• Approval: within 2 business days of the returned item passing inspection, or immediately for pre-dispatch cancellations.
• Prepaid orders (UPI, cards, net banking, wallets): 5 to 7 business days from initiation for the amount to reflect in your account.
• Cash on delivery: refunded by bank transfer or UPI within 5 to 7 business days after you share the account holder name, account number and IFSC, or a UPI ID.
• Store credit, if you choose it: issued within 24 hours and usable immediately.
• Failed or reversed payments: automatically returned by the payment gateway, usually within 5 to 7 business days.

The final credit time depends on your bank or card issuer and is outside our control. We share the refund reference number so you can trace it with your bank if needed.

Refunds are credited to the original payment method by default. If the original method has expired, been closed or cannot accept a credit, we transfer to a bank account you nominate after verifying your identity, or issue store credit if you prefer. We never process a refund to an account or card that does not belong to the person who placed the order.

Store credit is issued as a unique code linked to your registered email, is valid for 12 months from issue, may be used across multiple orders until exhausted and cannot be transferred or encashed. Store credit is optional and never forced in place of a cash refund you are entitled to.

• Items that fail quality inspection or are returned outside the return window.
• Non-returnable categories such as innerwear, swimwear and final-sale items.
• Orders where delivery was completed but the customer claims non-receipt and courier proof of delivery, including signature or OTP, contradicts the claim.
• Free gifts and promotional items with no monetary value.
• Repeated undelivered cash-on-delivery orders that were refused at the door, where handling charges may be retained.

If the promised timeline has passed and you still cannot see the money, first check the statement of the account or card used at checkout, then contact your bank with the refund reference we shared. If it is still unresolved, write to support@ozeira.com with your order number — we escalate to the payment gateway and keep you updated until it is settled.

For any refund question, email support@ozeira.com with your order number. Support hours are Monday to Saturday, 10:00 AM – 6:00 PM IST.