Refund, Exchange and Cancellation Policy

This Refund, Exchange & Cancellation Policy (“Policy”) will be effective from 16th August, 2025 (“Effective Date”).This Refund, Exchange & Cancellation Policy (“Policy”) is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the Policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational model and product portfolio of HARKARAN BOPARAI, a luxury brand engaged in the design, manufacture, and online sale of premium silk and leather merchandise.

HARKARAN BOPARAI is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy is designed to provide clarity and consistency in the handling of refund, exchange, and cancellation requests, to promote informed purchasing decisions, and to ensure a lawful and reasonable mechanism for resolving product-related concerns in a manner consistent with the brand’s luxury standards.

WHEREAS

A. HARKARAN BOPARAI (the “Company”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and affirms its commitment to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including cancellations, returns, exchanges, and refunds;

B. The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe specific obligations on sellers to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;

C. In alignment with these legal obligations, the Company distinguishes between its primary product categories: Silk Products (non-returnable and non-exchangeable except in cases of verified defect or damage upon delivery) and Leather Products (eligible for return or exchange subject to the terms of this Policy) — to ensure accurate application of consumer rights and brand-specific care requirements;

D. The Company has adopted this Policy as a standardized framework for evaluating and processing customer requests relating to cancellations, exchanges, refunds, defective merchandise, and associated reverse-logistics procedures, while safeguarding the integrity of its merchandise and brand experience;

E. This Policy applies to all customers purchasing products directly from the official HARKARAN BOPARAI website (www.hb.store) or other authorised digital platforms operated by the Company, and outlines the rights and obligations of both the customer and the Company in relation to such transactions.

NOW THEREFORE, the Company hereby adopts this Refund, Exchange & Cancellation Policy to ensure a fair, lawful, and efficient experience for all customers seeking post-purchase resolution, and to reinforce its ongoing commitment to ethical commerce, customer trust, and full legal compliance.

1. DEFINITIONS AND INTERPREATION

1.1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

a) “Act” shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and any other applicable statute, rule, notification, or amendment thereto, which govern the rights and obligations of consumers and sellers in India.

b) Business Days" means Monday to Friday, excluding public holidays observed by the Company.

c) “Customer” shall mean any individual or legal entity that has purchased or placed an order for Products offered by the Company through its official website (www.hb.store) or any other authorised sales channel operated directly by the Company.

d) “Silk Products” shall mean all merchandise manufactured predominantly from silk fabrics, including but not limited to scarves, stoles, and twillies, which, due to their delicate nature, fabric care requirements, and hygiene considerations, are non-returnable and non-exchangeable except in cases of verified defect or damage upon delivery.

e) “Leather Products” shall mean all merchandise manufactured predominantly from leather, including but not limited to card holders and other small leather goods, which may be eligible for return or exchange subject to the terms of this Policy.

f) “Exchange” shall mean the process through which a Customer returns an Eligible Product in accordance with the terms of this Policy and either: (i) receives a replacement of the same Product in a different variant (such as colour or design, if available); or (ii) receives a refund in the form of a credit note, credited to the Customer’s account for future purchases with the Company, subject to inspection and approval by the Company.

g) “Refund” shall mean the process by which the Company credits the purchase amount, in full or pro rata (as applicable), back to the Customer’s original payment instrument (such as the bank account, credit/debit card) once the return request has been approved. This will be processed within the placeholder timeline of 3 – 4 working days as specified in this Policy.

h) “Credit Note” or “Promo Code” Shall mean a unique, non-transferable, one-time-use alphanumeric code issued by the Company in lieu of a monetary refund, which can be redeemed against future purchases from company for the same value as the returned product.

i) “Return Request” shall mean a formal request initiated by the Customer within the prescribed timeline to return an Eligible Product, subject to compliance with the conditions of this Policy.

j) “Reverse Shipping” shall mean the process of sending the Product back to the Company by the Customer, through the Company’s designated logistics partner or any other reliable courier service, in accordance with the Company’s instructions. The cost of returning the Product shall be borne by the Customer, except where the return is due to a defective, damaged, or incorrectly supplied Product, in which case the Company shall bear the return shipping charges.

k) “Eligible Product” shall mean a Leather Product that qualifies for return or exchange under this Policy, provided it is unused, unworn, unwashed, undamaged, free from odour or stains, and returned with all original tags, packaging, and authenticity certificates (if any) intact.

l) “Exclusions” shall mean the specific situations or product types that are not eligible for return or exchange under the policy.

m) “Non-Returnable Product” shall mean any Silk Product, personalised/customised item, discounted or clearance merchandise, or any other Product expressly excluded from return or exchange for hygiene, safety, or commercial considerations, as notified by the Company from time to time.

n) “Defective Product” shall mean a Product that, at the time of delivery, suffers from a manufacturing defect, material flaw, or damage in transit, which materially impairs its quality, appearance, or intended use, as determined by the Company after inspection.

o) “Grievance Redressal Officer” or “GRO” shall mean the designated officer appointed by the Company to address and resolve consumer complaints, in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, whose details are published on the Company’s website.

p) “Products” or “Product” shall mean all merchandise offered for sale by the Company on its official website or other authorised sales platforms, including Silk Products, Leather Products, and any future product categories as may be introduced by the Company.

1.2. Interpretation

a) In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.

b) Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.

c) References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.

d) Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings

e) Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.

f) The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.

g) All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

2. PURPOSE

a) The purpose of this Refund, Exchange & Cancellation Policy (“Policy”) is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product cancellations, exchanges, and refunds. This Policy is designed to ensure that customers of Harkaran Boparai (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered Product due to manufacturing defects, receipt of an incorrect item, size or fit issues (for eligible categories), or other legitimate concerns qualifying for exchange or refund. The Policy is further aimed at aligning the Company’s after-sales practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.

b) This Policy reinforces the Company’s commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on eligibility, timelines, and conditions for acceptance of exchanges or refunds. In line with the Company’s product categories, silk-based Products are classified as non-returnable due to their delicate nature and hygiene considerations, while certain leather-based Products may qualify for exchange or refund subject to the terms herein. Refunds, where applicable, shall be processed directly to the Customer’s original payment instrument, rather than by way of credit notes or promo codes. This Policy further outlines the procedural requirements for initiating a valid request, including the Customer’s responsibility for reverse shipping in certain cases, and the Company’s inspection and approval processes prior to resolution.

c) In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning cancellations, exchanges, and refund mechanisms.

3. NO RETURN FOR SILK PRODUCTS

a) All Products manufactured from, incorporating, or primarily composed of silk (“Silk Products”) are classified as Non-Returnable Products under this Policy. This classification applies regardless of whether the silk is natural, blended, printed, embroidered, or otherwise treated, and extends to all items listed under the silk category on the Company’s website or any authorized sales channel.

b) The non-returnable status of Silk Products is due to the inherent delicacy of silk fibres, their susceptibility to damage from handling, exposure, or environmental conditions, and the impossibility of guaranteeing that returned silk can be restored to a pristine, resaleable condition. This policy also addresses hygiene considerations, as silk is often worn directly against the skin.

c) Notwithstanding Clause 3(a) above, the Company will consider a return or refund for Silk Products if:

(i) The delivered Product is demonstrably defective in manufacturing;

(ii) The Product delivered is materially different from the one ordered; or

(iii) The Product is damaged during transit prior to delivery.

d) Such exceptions will be processed strictly in accordance with Clause 8 provided that:

(i) The Customer notifies the Company within 7 days of delivery;

(ii) The Product is returned in unused, unwashed, and undamaged condition with all original tags, labels, and packaging intact; and

(iii) The Company’s inspection team confirms the defect, mismatch, or damage.

e) For clarity, the Company will not accept returns of Silk Products due to reasons such as change of mind, personal dislike of texture, drape, or minor shade variations inherent to silk production. Variations in weave, natural slubs, or dyeing shall not be considered defects but rather a characteristic of authentic silk.

f) By completing a purchase of any Silk Product, the Customer expressly acknowledges and agrees to the non-returnable nature of such Products, except as provided in Clause 3(c) above.

4. RETURN & EXCHANGE POLICY FOR LEATHER PRODUCTS

a) This Clause applies exclusively to Leather Products sold by the “Company” on its official website. Leather Products shall be eligible for return or exchange only in strict accordance with the terms set out in this Clause 4 and subject to compliance with the general provisions of this Policy.

b) Eligibility & Exclusions:

CRITERIA

CONDITIONS




Eligibility
  1. Customer initiates the return/exchange request within 7 days of delivery.
  2. Product is unused, unworn, unwashed, and unaltered.
  3. All original tags, labels, authenticity cards, dust bags, boxes, and packaging are intact.
  4. Product is accompanied by the original invoice/proof of purchase & other relevant documentation set forth in clause 6(b & d)



Exclusions
  1. Products showing signs of wear, misuse, damage, or alteration after delivery.
  2. Customised or personalised Products.
  3. “Final Sale” or “Non-Returnable” items as clearly stated at the time of purchase.

 

c) Returned Leather Products shall be inspected by the Company for compliance with this Policy. Acceptance of a return/exchange is subject to the Company’s approval following inspection.

5. PROCESSING TIMELINE

a) All customer orders are processed within 7 - 10 working days following successful payment verification, excluding Saturdays, Sundays, and public holidays as per Shipment Policy.

b) For the purposes of this Policy, processing time shall mean the period required for order verification, quality inspection (where applicable), packaging, and preparation for dispatch. It shall be distinct from the timelines applicable to shipping, delivery, or return/exchange processing under this Policy.

c) In the event the Company anticipates a delay in processing an order beyond the standard 7 working days, the Customer shall be notified of such delay at least 5 working days in advance. This obligation applies only to delays occurring prior to dispatch of the order and shall not extend to delays caused after handover to third-party logistics providers.

6. SCOPE OF THE ELIGIBILITY FOR EXHCHANGE

a) The Customer may request a refund for eligible products purchased from the Company, subject to the terms and conditions outlined herein. A refund request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and to accept or reject refund requests at its sole discretion, based on the condition of the returned goods and compliance with the prescribed timeline and return procedure.

b) Grounds for Refunds:

(i) Leather Products: Where a return request is approved after inspection under Clause 4 of this Policy.

(ii) Silk Products: Only if the Product is proven to be defective or damaged on delivery, as per sub-clause (c) below.

(iii) Where the Product is determined to be defective within the meaning of Section 2(10) of the Consumer Protection Act, 2019, and the defect is reported within the stipulated timeline.

c) Refund Method: Approved refunds shall be processed only in the form of credit notes issued to the Customer for the value of the returned Product. Such credit notes may be redeemed against future purchases with the Company. No cash refunds shall be issued under any circumstances.

d) A product shall be eligible for exchange only if all the following conditions are satisfied:

CRITERION

REQUIREMENT

Product Category & Grounds
  1. Leather Products: Refunds allowed only if the return request is approved after Company inspection confirms compliance with Clause 4.
  2. Silk Products: Refunds allowed only if defective, damaged, or incorrect product is delivered, and the defect/damage/mismatch is reported within 48 hours of delivery with valid proof.

Condition of Product

The product must be unused, unworn, unwashed, unaltered, and returned in its original packaging with all original tags, labels, seals, and accessories intact.

Proof of Defect/Damage

Clear photographic or video evidence must be provided within the stipulated timeline, showing the defect/damage exactly as received. The Company’s determination of defect/damage is final.

Timeframe for Refund Request

The Customer must initiate the refund request within 7 days from the date of delivery, by writing to the designated email ID or via the platform’s refund request portal.

Return Dispatch Timeline (Leather Products)

Once the refund request is approved, the Customer must dispatch the product within 3 calendar days from the date of such approval, along with a valid shipment tracking ID.


Reverse Shipping Responsibility

Unless otherwise specified in writing by the Company, the cost and responsibility for returning the Product shall rest with the Customer, except in cases where the Product is defective, damaged, or incorrectly supplied, in which event the Company shall bear the return shipping charges.

Original Invoice

A copy of the original invoice or order confirmation must be included in the return parcel.

 

e) Any product that fails to meet the above conditions shall be deemed ineligible for a refund, and the return shall be rejected without any monetary reimbursement. The Company’s decision on refund eligibility and quantum shall be final and binding.

7. NON-ELIGIBLITY FOR EXCHANGE

a) The Company is committed to ensuring product quality, legal compliance, and customer satisfaction. However, in the interest of fairness, hygiene, operational efficiency, and compliance with this Policy, certain circumstances render Products ineligible for a refund. Customers are strongly advised to review the following exclusions before initiating any refund request.

b) An refund/exchange shall not be permitted under the following conditions:

(i) Change of Mind / Style Preference: Refund requests based solely on personal preference, dislike of colour, style, or design, or buyer’s remorse will not be entertained.

(ii) Used, Worn, or Washed Products: Any Product showing signs of wear, use, washing, ironing, fragrance application, or tampering shall be automatically disqualified from a refund, except where such wear is directly attributable to a proven manufacturing defect.

(iii) Missing Original Tags, Packaging, or Proof of Purchase: Products returned without all original tags, labels, seals, packaging, authenticity cards, accessories, dust bags, boxes, or invoice shall be deemed non-refundable.

(iv) Late Refund Request: Requests raised after the expiry of the stipulated refund timelines shall not be accepted.

(v) Customer-Caused Damage: Products damaged due to improper handling, cutting, tearing, staining, exposure to water or chemicals (other than as intended), or alteration/modification by the Customer are excluded from refunds.

(vi) Multiple Refund Requests for the Same Order – Only one refund request shall be processed per order ID. Subsequent requests for the same Product/order will not be considered.

(vii) Clearance, Discounted, or Promotional Sale Items: Products marked “Final Sale,” “Non-Returnable,” or sold as part of a clearance or promotional offer at the time of purchase are excluded from refund eligibility, except where defective/damaged under law.

(viii) Non-Returnable Silk Products – All silk Products are non-returnable except where defective/damaged on delivery, in accordance with Clause 3.

c) Wrong Item Delivered:

(i) If an incorrect item is delivered, the Customer must notify the Company within 48 hours of delivery, providing photographs of the Product, packaging, and invoice.

(ii) Upon verification, the Company shall arrange reverse shipping and either (a) send the correct Product or (b) process a refund or credit note, at no extra cost to the Customer.

(iii) Inventory Unavailability: In cases where a refund has been approved but the Product cannot be replaced due to inventory shortage, the Company shall notify the Customer and process the refund or issue a credit note within 7–10 business days, as per this Policy.

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SHALL BE RETURNED TO THE CUSTOMER WITHOUT ANY REFUND, CREDIT NOTE, OR PROMO CODE BEING ISSUED. THE COMPANY WILL NOT BE LIABLE FOR PRODUCTS LOST OR DAMAGED IN RETURN TRANSIT ARRANGED BY THE CUSTOMER.

8. PROCESS OF EXCHANGE, STEP BY STEP

a) Company provides a seamless and customer-friendly exchange mechanism for eligible product purchases, subject to the terms of this Policy. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:

STEP

ACTION

DESCRIPTION

 



Step 1


 

 

Initiate Exchange Request

Within 48 hours of delivery, the Customer must email order@harkaranboparai.com with the subject line: “Exchange Request – [Order ID]”. The email must include:

  1. a clear reason for exchange (e.g., size mismatch, defective product);
  2. photographs of the product showing all original tags and packaging intact;
  3. a copy of the order invoice or confirmation email; and
  4. any  additional  evidence,  such  as  an unboxing video, if requested by the Company.




Step 2




Review & Approval

If the exchange request is approved, company will primarily arrange for reverse shipping of the product through its designated courier partner, at no additional cost to the Customer, unless stated otherwise under specific product categories or promotional terms. The Customer must ensure the product is securely packed to prevent damage in transit and must include:

  1. the product in unused, unwashed, and undamaged condition;
  2. all original tags, labels, authenticity cards, and packaging; and
  3. the invoice or proof of purchase.


Step 3

Audit, Inspection & Verification

Upon receipt of the returned product, Company will inspect the product for compliance with exchange conditions. This process may take up to 3 business days from the date of receipt at our warehouse.



Step 4


Issuance of Refund, Credit Note, or Replacement

If the returned product passes inspection and is approved under this Policy. The Company may, at its sole discretion:

  1. issue a unique, non-transferable credit note of equal value to the original product, valid for 1 year from issuance; or
  2. arrange  shipment  of  a  replacement

product of the same specification, subject to availability. Any product failing inspection shall be returned to the Customer at the Customer’s cost, and no refund, credit note, or replacement shall be issued.


Step 5


Exchange Timeline

All approved exchange transactions will be processed and completed within 4 - 5 working days from the date the returned product is received and approved.

 

b) Additional Provisions:

(i) Exchange shall be permitted only once per order.

(ii) Exchange requests raised through any mode other than email or outside the stipulated timeframes shall be considered invalid.

(iii) The Company shall not be responsible for any loss or damage to the product during return transit arranged by the customer, (if any).

9. CREDIT NOTE/PROMO CODE POLICY

a) Company does not provide refunds in the form of cash, bank transfers, or original mode of payment. Instead, for all approved and successfully processed exchange requests, the Company issues a non-cash refund in the form of a credit note, also referred to as a promo code, subject to the conditions and limitations outlined herein.

b) Issuance of Credit Note: Upon successful inspection and approval of the returned product as per Clause 6 (Exchange Process), the Company shall issue a unique, non-transferable promo code to the customer. This code will represent the equivalent monetary value of the product being exchanged, excluding shipping charges, and shall be delivered via email to the customer’s registered email address.

c) The promo code shall be:

(i) Linked to the original order ID and customer account;

(ii) Issued only after the product has passed the internal quality inspection process;

(iii) Restricted to a single use and cannot be split or combined with other codes or promotions;

(iv) Applicable only on future purchases made via the Company’s website. 

d) Company shall endeavor to issue the credit note within a maximum of 4 – 5 business days from the completion of the inspection and approval of the returned product.

e) Validity and Conditions of Use: The credit note shall remain valid for a period of 1 year from the date of issuance. Customers must utilize the entire value of the promo code within this validity period, after which the code shall automatically expire and cannot be renewed, reissued, or extended under any circumstances. Additional terms of use include:

(i) The promo code must be applied at checkout at the time of a new purchase.
(ii) No residual value shall be carried forward in cases where the total order value is less than the promo code value.
(iii) If the new order exceeds the promo code value, the customer must pay the difference at checkout using the available payment methods.
(iv) The promo code cannot be redeemed for cash, transferred to another customer, or applied retroactively to prior purchases.

f) The Company shall not be held liable for any expired, lost, deleted, or unused promo codes. Customers are responsible for maintaining access to their registered email and ensuring timely use of the issued code.

g) In the event of any grievance or technical error where a promo code has not been issued after an approved exchange, the customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 13. Company shall investigate and resolve the issue promptly.

10. OBLIGATIONS OF THE CUSTOMER

a) The Customer shall ensure that all information provided at the time of placing an order, including but not limited to shipping address, contact details, and payment information, is accurate, complete, and up to date. The Company shall not be liable for delays, failed deliveries, or additional costs arising from inaccurate or incomplete information provided by the Customer.

b) The Customer shall inspect the delivered products immediately upon receipt and notify the Company of any defects, damages, or incorrect items within the timelines specified in this Policy, along with the required photographic or video evidence.

c) The Customer shall retain all original product packaging, tags, labels, authenticity cards, and  invoices until the expiry of the applicable return, exchange, or warranty period under this Policy.

d) In case of an approved return or exchange, the Customer shall ensure that the product is unused, unwashed, undamaged, and securely packed to prevent any damage during reverse shipping, whether arranged by the Company or the Customer.

e) Where the Customer is required to arrange return shipping, they shall use a reliable courier service with shipment tracking, and shall provide the tracking ID to the Company within the prescribed timeframe.

f) The Customer shall comply with all timelines, procedural requirements, and evidentiary obligations prescribed under this Policy, failing which any return, exchange, or refund request shall be deemed invalid and rejected without further notice.

g) The Customer shall not misuse the Company’s return or exchange mechanism, including but not limited to repeated or fraudulent claims, returning products other than those originally purchased, or intentionally damaging products to claim eligibility. The Company reserves the right to blacklist such Customers and/or pursue legal remedies in such cases.

11. REFUND AND EXCHANGE LIMITATIONS

a) All refunds and exchanges under this Policy are strictly subject to the eligibility criteria, timelines, procedural requirements, and product condition standards set out herein. Any request failing to meet these conditions shall be automatically rejected without further obligation on the part of the Company.

b) Refunds shall, by default, be processed only in the form of credit notes issued to the Customer for the value of the returned Product. Such credit notes may be redeemed against future purchases with the Company. No cash refunds, bank transfers, or refunds to the original payment method shall be issued under any circumstances.

c) Exchanges are subject to stock availability. If the requested replacement item is out of stock, the Company will process the transaction as a refund in accordance with sub-clause (b) or issue a credit note, at its discretion.

d) The Company shall process approved refunds within 4 - 5 working days from the date of final approval. This timeline excludes bank processing delays, third-party payment gateway processing periods, and any additional time required to complete verifications under applicable laws.

e) No partial refunds or exchanges will be issued for individual components of bundled, set, or promotional offers. Such items must be returned in their entirety to qualify for any refund or exchange.

f) Products purchased under clearance sales, final sale promotions, or marked as “Non-Returnable” at the time of purchase are strictly ineligible for refunds or exchanges, except where required by applicable law for defective or damaged goods.

g) The Company shall not be liable for delays or failures in processing refunds or exchanges

resulting from circumstances beyond its reasonable control, including but not limited to natural

disasters, strikes, transport disruptions, governmental restrictions, or failures of third-party service providers.

12. CANCELLATION PROCESS

a) If initiated by Customer:

CONDITION

REQUIREMENT / EFFECT

Cancellation Window

Customers may cancel their order within  12 hours of placing it OR

before the order status changes to “Processing,” whichever is earlier.

Post-Window Cancellations

No cancellations will be permitted once the order has been dispatched from the Company’s warehouse.


Prepaid Orders

If cancelled within the permitted window, a full refund will be processed to the original payment method within 2 - 3 working days of cancellation confirmation.

Late Cancellation Attempts

Requests received after dispatch will be treated as a Return (if eligible) and processed in accordance with the Return & Exchange Policy.


Procedure

Cancellation requests must be made via email to order@harkaranboparai.com with the subject line: “Cancellation Request – [Order ID]” and must include the order invoice or confirmation email.

 

b) If a Customer refuses to accept delivery of an order without an approved cancellation request or a valid reason under this Policy, the order shall be returned to the Company, and no refund or credit note shall be issued to the Customer. Any shipping or handling costs incurred in such cases shall be borne by the Customer

c) If initiated by Company:

CONDITION

REQUIREMENT / EFFECT




Right to Cancel

The Company reserves the right to cancel any order at its sole discretion, without prior notice, in circumstances including but not limited to:

  1. pricing or typographical errors;
  2. unavailability of stock;
  3. suspected fraudulent transactions;
  4. payment gateway or technical errors;
  5. regulatory or legal restrictions.

Refund Obligation

The Company will issue a full refund in a form of credit note within 4 – 5 working days of cancellation confirmation. (only after approval)

COD Orders

No payment will be collected from the Customer if the order is cancelled prior to delivery.

Exclusion of Liability

The Company shall not be liable for any consequential, incidental, or indirect damages, including loss of opportunity, resulting from order cancellation.

Communication

The Company will notify the Customer via email the cancellation, specifying the reason where possible.

Repeated Issues

The Company reserves the right to refuse future orders from Customers with a history of repeated cancellations, payment failures, or suspicious activities.

 

13. PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

a) Company is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.

b) The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:

Email: Info@harkaranboparai.com
Office Hours: 10:00 AM to 6:00 PM

c) Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at Info@harkaranboparai.com

d) The written grievance must include:

i. Full name of the customer

ii. Order ID and product details

iii. Nature of the complaint or issue faced

iv. Copies of relevant communication, if any

v. Contact information for further communication

e) The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

f) If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.

14. GOVERNING LAW & JURISDICTION

a) This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.

b) Subject to Clause 13(g) (Grievance Redressal Escalation), the courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the exchange process, or any transactions between the customer and Company.

15. FRAUD PREVENTION & ABUSE OF POLICY

a) Company adopts a zero-tolerance approach towards any fraudulent, abusive, or manipulative conduct that seeks to exploit the Company’s refund, exchange, return, promotional, or discount policies. Customers are strictly prohibited from engaging in, but not limited to, the following activities: making false or misleading claims of non-receipt, defective product, or incorrect delivery; returning counterfeit, used, damaged, or substituted products not originally purchased from Company; creating or using multiple accounts, addresses, or identities to obtain undue benefits or bypass restrictions; engaging in excessive or patterned returns, exchanges, or cancellations inconsistent with ordinary consumer behavior; and using stolen payment instruments, initiating unauthorized chargebacks, or raising unwarranted payment disputes.

b) Where fraudulent or abusive behavior is suspected or detected, the Company reserves the absolute right to reject or cancel pending orders; refuse acceptance of returned goods; withhold, revoke, or deduct any credit notes, promo codes, or refunds; suspend or permanently terminate the Customer’s account; and take legal action, including reporting the matter to law enforcement authorities. The Company may require the Customer to provide additional information, documentation, or verification during any investigation, and failure to cooperate will result in automatic rejection of claims and account suspension.

c) Company shall not be held liable for any loss, damage, or inconvenience suffered by the Customer as a result of the enforcement of this clause. The Company also reserves the right to maintain internal records and blacklist Customers involved in fraudulent or abusive activities to prevent future occurrences.

16. LIMITATION OF LIABILITY

To the maximum extent permitted by law, company’s total liability to any customer, whether in contract, tort, or otherwise, shall not exceed the amount paid by the customer for the product in question. The Company shall not be liable for any indirect, incidental, consequential, or punitive damages, including but not limited to loss of profits, business, goodwill, or anticipated savings.

17. FORCE MAJEURE

The Company shall not be held liable for any delay or failure in performing its obligations under this Policy due to events beyond its reasonable control, including but not limited to natural disasters, strikes, war, acts of terrorism, pandemic-related restrictions, government actions, internet or telecommunications failures, or supply chain disruptions.

18. SEVERABILITY

If any provision of this Policy is found to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect.

19. AMENDMENT TO THE POLICY

a) The Company reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of Company and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.

b) Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, Company may, at its discretion, notify customers via email or other means of communication registered with the Company.

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Now Therefore, This Refund, Exchange & cancellation Policy is effective as of 16th August, 2025 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the Company website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.

…End of the Policy