Last updated: [Effective date]
Draft template pending legal review. Highlighted items are to be confirmed by BRAZO.
Cancelling an order
You can cancel an order free of charge before it is dispatched. Contact us with your order number as soon as possible, and we will confirm the cancellation and refund the full amount.
Once an order has been dispatched it can no longer be cancelled, but you may refuse delivery or follow the returns process below.
Returns
Because our products are personal-care and first-aid items, we can only accept returns for hygiene and safety reasons if the product is:
- damaged or defective on arrival
- different from what you ordered
- past its expiry date on arrival
Please report the issue within [7] days of delivery with your order number and clear photos. Opened or used products cannot be returned unless they are defective.
Refunds
Approved refunds are issued to the original payment method through Razorpay. Once processed by us, refunds typically reach your account within 5–7 business days, depending on your bank or payment provider.
If an order is cancelled by BRAZO (for example, because an item is out of stock), you will receive a full refund including any shipping charges.
[Confirm whether shipping charges are refunded for customer-initiated returns.]
Replacements
For damaged, defective or incorrect items, you may choose a replacement instead of a refund, subject to availability.
How to request
Email hello@example.com or call +91 00000 00000 with your order number, the item(s) concerned and photos where relevant. We will respond within [2] business days.
Grievance officer
In accordance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, the details of our Grievance Officer are:
- Name: [Grievance Officer name]
- Designation: [Designation]
- Email: [grievance email]
- Address: [Placeholder] Office address, City, State, PIN
- Working hours: [Monday–Friday, 10:00–18:00 IST]
We acknowledge complaints within 48 hours and aim to resolve them within one month of receipt.