Refund & Return Policy

1. Policy Overview

At ibuluxe, we are committed to ensuring your satisfaction with every purchase. This Refund and Return Policy outlines the conditions and procedures for returning products and receiving refunds.

As we primarily deal in consumable food products (organic honey, sweets, wellness items), our return policy is designed keeping food safety and hygiene standards in mind as per FSSAI guidelines.

2. Eligibility for Returns

Products are eligible for return if:

• Return request is raised within 7 days of delivery
• Product is unused, unopened, and in original packaging
• Original seals, tags, and labels are intact
• Product was received damaged or defective
• Wrong product was delivered
• Product is significantly different from what was shown on the website
• Product is past its expiry date at the time of delivery

Conditions for Consumables

For food and consumable products:

• Product must be unopened and sealed
• Original packaging should not be tampered with
• Product should be stored as per instructions (temperature-sensitive items)
• Quality issues must be reported within 48 hours of delivery with photographic evidence

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Opened or partially consumed food products
• Products with broken seals
• Perishable items after 24 hours of delivery
• Products damaged due to customer mishandling
• Items stored incorrectly (not following storage instructions)
• Products purchased during flash sales or clearance (unless defective)
• Gift cards and promotional vouchers
• Products with "No Return" tag on product page
• Free gifts or promotional items

4. Return Process

Follow these steps to initiate a return:

Alternative: Email Request

You can also email us at returns@ibuluxe.com with:

• Order ID
• Registered email/phone number
• Reason for return
• Product photos (if damaged/defective)

5. Refund Process

5.1 Refund Methods

Refunds will be processed to the original payment method:

5.2 Refund Amount

• Full Refund: For defective, damaged, or wrong products
• Product Value Only: Shipping charges are non-refundable for change-of-mind returns
• Partial Refund: If product condition differs from what was described by customer

5.3 Payment Gateway Processing

Refunds are processed through Razorpay and Cashfree. The actual credit to your account depends on your bank's processing time after we initiate the refund.

6. Refund Timeline

Note: For defective/damaged products, refunds may be expedited and processed within 3-5 business days.

7. Order Cancellation

7.1 Before Shipping

• Orders can be cancelled anytime before shipment
• Full refund will be processed within 3-5 business days
• Cancel from Order History or contact customer support

7.2 After Shipping

• Cancellation requests after shipment will be treated as returns
• You may refuse delivery (subject to return shipping charges)
• Refund will be processed after product is returned to us

7.3 Cancellation by ibuluxe

We reserve the right to cancel orders due to:

• Product unavailability
• Pricing errors
• Suspected fraudulent activity
• Delivery location not serviceable

In such cases, full refund will be processed automatically.

8. Damaged/Defective Products

If you receive a damaged or defective product:

What to Do

1. Do not use or consume the product
2. Take clear photos/videos showing the damage
3. Keep the original packaging intact
4. Raise a complaint through Order History or email us

Resolution Options

• Full Refund: Processed within 3-5 business days
• Replacement: Free replacement shipped (subject to availability)
• Store Credit: Credit to ibuluxe wallet for future purchases

9. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange a product:

1. Initiate a return for the original product
2. Once refund is processed, place a new order for the desired product

This ensures faster processing and better inventory management.

10. Cash on Delivery (COD) Refunds

For orders paid via Cash on Delivery:

• Refunds will be processed via Bank Transfer or UPI
• You will need to provide your bank account details or UPI ID
• Refund processing takes 5-7 business days after verification
• NEFT/IMPS charges, if any, will be borne by ibuluxe

11. Contact Us

For any queries regarding returns and refunds:

For unresolved grievances, you may contact our Grievance Officer at grievance@ibuluxe.com. You may also approach the appropriate Consumer Disputes Redressal Forum as per the Consumer Protection Act, 2019.