Refund & Exchange Policy
This Refund & Exchange Policy (the "Policy") sets out in detail the terms and conditions under which OPTIZEL SOLUTIONS PVT. LTD. ("OPTIZEL", "we", "us" or "our") will handle requests relating to refunds, returns and exchanges for products purchased through our website and any associated sales channels (collectively, the "Platform"). By placing an order with us, you acknowledge that you have read, understood and agree to be bound by this Policy in full.
1. General Principle – No Refunds
1.1 Non‑Refundable Purchases: All purchases made on our Platform are strictly non‑refundable. Once an order has been successfully placed and confirmed, and payment has been authorized or captured, you will not be entitled to any refund of the purchase price, shipping charges, taxes, or any ancillary fees, except where a refund is expressly required under mandatory consumer protection laws.
1.2 No Refund for Change of Mind: We do not provide refunds in cases of change of mind, incorrect product selection, dissatisfaction with product features that were clearly described, or any other subjective reason not expressly covered in this Policy.
1.3 Legal Rights: Nothing in this Policy is intended to limit or exclude any statutory rights you may have under applicable consumer protection legislation. To the extent of any conflict between this Policy and mandatory law, the provisions of such law shall prevail.
2. Exchange‑Only Policy
2.1 Limited Exchange Window: While orders are non‑refundable, we may, at our discretion and subject to the conditions below, allow an exchange of the product. Any request for exchange must be raised within forty‑eight (48) hours from the time the order is marked as "Delivered" in our system or by the shipping partner’s tracking information. Requests submitted after this 48‑hour window will be automatically declined.
2.2 Condition of Product for Exchange: To qualify for an exchange, all of the following conditions must be met:
• The product is unused, uninstalled and in pristine, resaleable condition.
• The product shows no signs of wear, damage, stains, dents, scratches, cracks, tampering or unauthorized repair.
• The product is returned in its complete original packaging, including inner boxes, protective materials, labels, barcodes, user manuals, warranty cards, accessories, cables, remote controls, freebies, and any promotional items supplied with the product.
2.3 Eligible Grounds for Exchange: Subject to inspection and verification, exchanges may be considered only in the following situations:
• Defective on Arrival: The product is found to be defective or not functioning as intended on first use, despite correct installation and usage as per the user manual.
• Wrong Product Delivered: The product received is materially different from what was ordered (for example, wrong model, color, or variant).
• Transit Damage: The product has suffered visible damage during shipping, and such damage is clearly documented at the time of delivery (e.g., photographs of damaged outer packaging and product, delivery partner’s remarks, etc.).
2.4 Non‑Eligible Grounds for Exchange: We will not accept exchange requests in the following (non‑exhaustive) cases:
• Change of mind, preference, or aesthetics (including color, size, or style).
• Minor variations in color, finish, or appearance due to screen settings, lighting conditions, or manufacturing tolerances.
• Issues arising from incorrect installation, misuse, negligence, physical damage, liquid damage, power surges, or failure to follow the user manual.
• Normal wear and tear or performance variations within the product’s stated specifications.
2.5 Discretion of OPTIZEL: All exchange approvals are subject to our internal verification and quality checks. OPTIZEL reserves the right, at its sole discretion, to approve or reject any exchange request if the conditions of this Policy are not fully satisfied.
3. Exchange Process & Inspection
3.1 Raising a Request: To initiate an exchange, you must contact us within forty‑eight (48) hours of the order being marked as "Delivered" in our system or by the shipping partner’s tracking information, by using one of the official channels listed on our website (such as our contact form, support email, or customer care number).
3.2 Information to Provide: When raising an exchange request, you must provide at minimum:
• Full name and contact details (email and phone number);
• Order number and date of purchase;
• Product name, model and quantity;
• Clear description of the issue (defect, wrong item, transit damage, etc.);
• Supporting evidence such as photographs or videos of the product, packaging, and any visible damage or defect.
3.3 Preliminary Assessment: Upon receiving your request, our team will conduct a preliminary assessment based on the information and evidence provided. We may request additional details, photographs, or videos if the initial information is insufficient to make a decision.
3.4 Shipping the Product Back: If your request is tentatively approved, you will be instructed on how to return the product. Unless otherwise stated in writing, you are responsible for securely packing the product in its original packaging (including all accessories and documentation) and shipping it back to the address specified by us, using a reliable, trackable courier service.
3.5 Risk and Costs of Return Shipment: Until the returned product is received and inspected by us, the risk of loss or damage during transit remains with you. Unless we explicitly agree otherwise, you will bear the cost of return shipping.
3.6 Inspection and Final Decision: Once we receive the returned product, our quality control team will inspect it to verify the claimed defect, damage, or discrepancy and to confirm that all conditions of this Policy are met. Based on this inspection, we will:
• Approve the exchange and arrange for a replacement product of the same or comparable model to be dispatched; or
• Reject the exchange request if the product fails to meet the eligibility criteria, in which case the product may be returned to you at your cost.
3.7 Timelines: We aim to complete the inspection and communicate our final decision within a reasonable period after receiving the returned product. Actual timelines may vary depending on the nature of the product, location, and logistics constraints.
4. Exceptions & Exclusions
4.1 Non‑Exchangeable Categories: Without limiting the generality of this Policy, the following categories of products are typically not eligible for exchange:
• Products that have been used, installed, or show signs of wear and tear;
• Products returned without original packaging, inner boxes, labels, barcodes, or any included accessories, manuals, or warranty cards;
• Hygiene‑sensitive items or products that come into direct contact with the body, where applicable, once opened or used;
• Products sold as part of a combo, bundle, or promotional offer, where all items are not returned together in original condition.
4.2 Damage Due to Misuse or External Factors: Products that are damaged due to misuse, negligence, improper installation, unauthorized repairs or modifications, physical impact, liquid exposure, or power fluctuations (including voltage spikes and unstable power supply) are not eligible for exchange.
4.3 Expired Exchange Window: Any product for which the exchange request is raised after the forty‑eight (48) hour window from the time of delivery will be automatically excluded from exchange eligibility, regardless of the reason.
4.4 Subjective Dissatisfaction: We do not accept exchanges based solely on subjective dissatisfaction, such as minor cosmetic imperfections within manufacturing tolerances, perceived performance differences that fall within the product’s stated specifications, or changes in personal preference.
4.5 Legal or Safety Restrictions: Certain products may be excluded from exchange due to legal, regulatory, or safety considerations. Where such restrictions apply, they will override any contrary provision in this Policy.
4.6 Final Interpretation: OPTIZEL reserves the right to interpret and apply these exceptions and exclusions in good faith. Our decision on whether a product falls within any of the above categories shall be final and binding, to the fullest extent permitted by law.