Cancellation, Return & Refund Policy
Clear, customer-centric guidelines governing order cancellations, address modifications, returns, and refunds across India.
7-Day Return Window
Request a return or size exchange within 7 days of verified package delivery.
Doorstep Reverse Pickup
Scheduled pickup directly from your address through our authorized courier partners.
5-7 Days Refund
Prompt refunds directly credited to your original payment source or UPI for COD.
1. Order Cancellation & Address Modifications
Order Cancellations: Orders can only be cancelled prior to dispatch/shipping. Once the order has been packed and handed over to our shipping carrier, cancellations can no longer be accepted.
Once a pre-shipping cancellation is approved, refunds will be initiated to the original source of payment within 5-7 business days. Discount codes or promotional vouchers applied to cancelled orders are intended for one-time use only and will not be re-activated.
2. Mandatory Unboxing Video for Claims
Due to reliance on third-party logistics networks and transit handling, to safeguard against transit damage or missing articles, an unboxing video is mandatory for any complaint regarding physically damaged products, missing items, or wrong articles delivered. Any such claim must be raised within 48 hours from the date of delivery.
Guidelines for Recording the Unboxing Video:
- Prepare the Environment: Record in a well-lit space with the entire outer package continuously in frame on a steady surface.
- Start with the Shipping Label: Clearly show the printed shipping label with the tracking AWB number, recipient name, address, and order details legible on camera.
- Show All Sides: Record all 4 sides, top, and bottom of the package to show the tamper-evident security tape is intact and undamaged.
- Open Continuously on Camera: Break the seal and open the package in a single continuous video shot without pauses, edits, or cuts.
- Inspect Contents: Lay out each item, showing tags, stitching, and product condition clearly. In case of damage or wrong items, zoom into the defect while holding the product beside the shipping label.
3. Return & Exchange Eligibility Criteria
You may initiate a return or size exchange request within 7 calendar days from the date of confirmed delivery, subject to the following criteria:
- Unused & Unaltered: Products must be unworn, unwashed, free of stains, deodorant marks, perfume scents, or alterations.
- Original Packaging & Brand Tags: All original tags, barcode stickers, brand packaging, dustbags, and promotional inclusions must remain completely intact and attached.
- Tampered Packaging at Delivery: Please do not accept a package if the outer seal or box appears visibly tampered with or severely damaged. Accepting a compromised box without inspecting it forfeits claims for missing or transit-damaged items.
- Non-Returnable Items: For hygiene reasons, intimate apparel, socks, bandanas, accessories, and items specifically marked as “Final Sale / Archive Drop” cannot be returned or exchanged.
4. Refund Policy & Applicable Conditions
Refunds are applicable in the following cases:
- If ordered products are not delivered within 30 days of the order being placed.
- If the shipping location is not serviced by our partner courier companies.
- If an order is cancelled prior to shipping dispatch.
- If a returned item successfully passes physical quality inspection upon reverse delivery at our warehouse.
Refund Credit Timelines: All refunds will be credited to the source account within 5-7 business days from the date of initiation of refund. You acknowledge that after initiation of the refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider’s terms and conditions.
Cash on Delivery (COD) Refunds: For COD purchases, refunds are transferred directly via instant UPI (VPA) or NEFT bank account transfer. You will be prompted to safely enter your UPI ID or account credentials during your return request.
Store Credit Option: Customers may also opt for an immediate COZAAR store credit voucher, allowing instant checkout for new drops without waiting for banking settlement cycles.
5. Reverse Pickup & Pin Code Serviceability
Product reverse pickup is applicable subject to pin code serviceability by our partner courier networks (Delhivery, BlueDart, Xpressbees, Shadowfax). If a reverse pickup is not supported at your specific remote pin code, you may be guided by our customer care team to dispatch the package via a reliable speed post or registered courier service with tracking.
Initiate a Return or Exchange
Visit your Order History, select your delivered order, and click “Exchange / Return Item” to schedule your reverse pickup effortlessly.
COZAAR never asks for payments for products, contests, or lucky draws outside our official website or application. Please do not transfer money or share banking passwords / OTPs with anyone claiming to represent COZAAR on unofficial phone calls or third-party links.
For any policy clarifications or assistance, please reach out to our Customer Delight Team at [email protected].