Return, Cancellation & Refund Policy

Not every product sold through Bozaat is returnable.

Each product may be identified as either:

• Returnable, or
• Non-Returnable

Customers should check the product page, product details, or checkout information before placing an order.

The return eligibility of a product may depend on its category, nature, condition, hygiene considerations, perishability, seller policy, applicable law, and other applicable conditions.

If a product is marked as Returnable, the customer may request a return within the applicable return period and subject to the conditions displayed for that product.

The product may generally need to be:

• Unused
• In its original condition
• Properly packed
• Complete with applicable accessories or components
• Accompanied by relevant packaging where required
• In a condition suitable for return

Some returnable products may have category-specific conditions or shorter/longer return periods.

The applicable return period and conditions may be displayed on the product page or at checkout.

Products marked Non-Returnable cannot normally be returned simply because the customer:

• Changed their mind
• No longer wants the product
• Ordered the wrong product
• Ordered the wrong size or variant where the product is clearly non-returnable
• Changed their preference after receiving the product

However, non-returnable status does not prevent a customer from reporting a legitimate issue such as:

• Product missing from the order
• Wrong product delivered
• Product substantially damaged
• Product defective or deficient
• Product substantially different from what was advertised
• Counterfeit or spurious product
• Expired product where applicable
• Materially incorrect quantity
• Other legitimate issues covered by applicable law or Bozaat policy

Such cases may be reviewed separately.

Customers may generally request cancellation before the seller accepts or begins processing the order.

If the cancellation is successfully accepted before the order enters processing, the applicable order amount may be refunded according to the payment method and applicable refund process.

Once the seller has accepted, prepared, packed, dispatched, or otherwise processed the order, cancellation may no longer be available.

Once an order has been accepted or processing has started, customers generally cannot cancel the order unless cancellation is specifically permitted by Bozaat or the applicable circumstances.

This is because the seller, delivery partner, or other parties may already have incurred costs or started preparing the order.

Where a cancellation request is accepted after processing has started, any applicable cancellation charge or deduction may apply if permitted by the applicable terms.

An order may be cancelled by Bozaat, the seller, or the applicable service provider for legitimate reasons, including:

• Product unavailable
• Inventory mismatch
• Seller unable to fulfil the order
• Seller or store temporarily unavailable
• Delivery unavailable
• Technical or system issues
• Incorrect product or price information
• Delivery-area limitations
• Force majeure or circumstances beyond reasonable control
• Suspected fraud or misuse
• Violation of Bozaat policies
• Other legitimate operational or legal reasons

If an order is cancelled for reasons not attributable to the customer, the applicable amount paid by the customer may be refunded in accordance with this policy and the applicable payment process.

Customers should check their order as soon as reasonably possible after delivery.

If an order contains:

• A wrong product
• A missing product
• A substantially damaged product
• A visibly damaged package
• A product that does not reasonably match the order

the customer should report the issue through Bozaat as soon as possible. Customers may be asked to provide evidence so that Bozaat can properly review the complaint.

Depending on the nature of the complaint, Bozaat may request:

• Clear photographs of the product
• Clear photographs of the outer packaging
• Clear photographs showing the damage
• Photographs of labels, seals, barcodes, or other identifying information
• A clear unboxing video
• A video showing the package being opened
• Order details
• Delivery information
• Other relevant evidence

For certain claims, particularly claims involving damaged, missing, tampered, or incorrect products, an unboxing video may be strongly recommended and may be requested.

Customers should therefore consider recording a clear unboxing video when receiving valuable, fragile, electronic, packaged, or otherwise sensitive products.

Submitting photographs, videos, or other evidence does not automatically guarantee a return, replacement, cancellation, or refund.

Bozaat may review the available evidence and consider:

• Product condition
• Packaging condition
• Order information
• Delivery information
• Seller information
• Customer information
• Photographs
• Unboxing videos
• Available system records
• Other relevant information

After review, Bozaat may approve or reject the request depending on the evidence, applicable policy, product category, circumstances, and applicable law.

If the evidence is unclear, incomplete, inconsistent, insufficient, or does not reasonably establish the claimed issue, the request may be declined.

Where a cancellation, return, damaged-product claim, missing-product claim, incorrect-product claim, or other eligible claim is approved, Bozaat may provide an applicable refund, replacement, exchange, credit, or other resolution depending on the circumstances.

The amount of the refund may depend on:

• The affected product
• The nature of the issue
• The amount paid
• Applicable charges
• Whether the entire order or only part of the order is affected
• Applicable law
• The resolution approved by Bozaat

A refund is not automatically guaranteed merely because a customer submits a request.

Once a refund has been approved, the refund will be initiated through the applicable payment mechanism.

The time taken for the amount to appear in the customer's account may depend on:

• Payment method
• Bank
• Card issuer
• UPI provider
• Payment gateway
• Wallet provider
• Other financial institution

Bozaat may provide an estimated refund timeline when the refund is approved.

Customers should allow the applicable financial institution's processing time before raising a further complaint regarding a delayed refund.

Where only part of an order is affected, Bozaat may provide a partial refund, replacement, exchange, or other appropriate resolution for the affected product or quantity rather than cancelling or refunding the entire order.

For example, if a customer orders five products and one product is incorrectly delivered or missing, the resolution may apply only to the affected product unless the circumstances justify a different resolution.

Customers should inspect the order and packaging at delivery whenever reasonably possible.

If the package is visibly:

• Open
• Tampered with
• Severely damaged
• Leaking
• Broken
• Otherwise visibly compromised

the customer should report the issue immediately and, where appropriate, before accepting the delivery.

Where the delivery system requires an OTP or other delivery confirmation, customers should verify the order before providing final delivery confirmation whenever reasonably possible.

Providing delivery confirmation does not remove any rights or remedies that may apply under applicable law.

A refund or cancellation may not be available where an order cannot be successfully delivered because of reasons attributable to the customer, including where applicable:

• Incorrect delivery address
• Incomplete address
• Customer unavailable
• Customer refusing delivery without a valid reason
• Customer failing to respond to delivery attempts
• Customer providing incorrect contact information
• Customer refusing to provide required delivery confirmation
• Other circumstances attributable to the customer

Any applicable charges or refund consequences will depend on the circumstances and applicable policy.

Certain products may not be returnable because of their nature.

This may include, depending on the product and applicable conditions:

• Fresh food
• Cooked food
• Fruits
• Vegetables
• Meat
• Seafood
• Dairy products
• Other perishable products
• Hygiene-sensitive products
• Other products for which return is unsuitable

Such products may still be eligible for a complaint, refund, replacement, or other resolution where they are damaged, spoiled, contaminated, incorrect, missing, materially deficient, or otherwise subject to a legitimate issue under applicable law or Bozaat policy.

Customers should report such issues promptly and provide the requested evidence.

Some products may have special return, replacement, warranty, or cancellation conditions.

Customers should always review the product page and checkout information before placing an order.

Where a product has a specific return period or condition, that information may apply in addition to this general policy.

Sellers must:

• Clearly identify whether a product is returnable or non-returnable where required.
• Provide accurate product information.
• Not falsely describe a product as returnable.
• Not deliberately misrepresent product condition.
• Cooperate with legitimate customer complaints.
• Cooperate with approved return, refund, replacement, or exchange processes.
• Provide relevant information when Bozaat investigates a complaint.
• Accept applicable responsibilities for defective, deficient, incorrect, counterfeit, spurious, or misrepresented products as required by law.

A seller cannot rely solely on a product being marked "non-returnable" to avoid responsibilities that may apply under applicable consumer law.

Bozaat expects customers and sellers to use the return and refund system honestly.

Customers must not:

• Submit false damage claims
• Submit false missing-item claims
• Use fake photographs
• Manipulate or edit evidence to create a false claim
• Repeatedly abuse the return/refund system
• Return a different product
• Deliberately damage a product after receiving it
• Make fraudulent claims
• Misuse customer-support processes

Where Bozaat identifies suspected fraud or repeated misuse, it may reject the request and may restrict, suspend, deactivate, or otherwise take action against the relevant account in accordance with applicable policies.

Bozaat may review each return, cancellation, refund, replacement, or complaint request based on the circumstances and available evidence.

Not every request will result in approval.

Bozaat may request additional information or evidence where reasonably necessary.

Where a request is approved, Bozaat will communicate the applicable resolution where reasonably possible.

Where a request is rejected, the customer may be informed of the applicable reason or outcome according to the circumstances and available information.

Bozaat may update this Return, Cancellation & Refund Policy from time to time to reflect changes in its services, products, operational processes, applicable laws, or customer and seller requirements.

Customers and sellers should review the applicable policy before placing or fulfilling orders.

Before placing an order:

After receiving an order:

Bozaat aims to provide a fair and transparent process for customers and sellers while protecting the marketplace from fraudulent or abusive return and refund claims.

Bozaat — A Marketplace for Everyone.