Cancellation, Return and Refund Policy

Last updated: 01st July 2026

1. Introduction

1.1. This Cancellation, Return and Refund Policy (“Returns Policy”) governs the cancellations, returns and refunds (“Transaction”) made with respect to the sale or purchase of products on the Website (“Order”) by you (“Customer”).

1.2. This Returns Policy should be read in conjunction and together with the Terms of Use and the other Policies. For the purposes of this Returns Policy, all capitalized terms not otherwise defined herein shall have the meanings ascribed to them as set forth in the Terms of Use and the Privacy Policy.

1.3. Nothing contained in this Policy limits or excludes any rights or remedies available to you under the Consumer Protection Act, 2019 or other applicable laws.

2. Cancellations

Cancellation initiated by us

2.1. We reserve the right to cancel an Order or any item forming part of an Order at any time prior to dispatch, including where required to comply with applicable law or where fulfilment of the Order is not reasonably possible.

2.2. Without limiting Clause 2.1, we may cancel an Order or any item forming part of an Order where, for example: (a) the product is unavailable or out of stock; (b) the price, description or image displayed on the Website contains an error; (c) the delivery address is outside our serviceable area; (d) we reasonably suspect fraudulent, unauthorized or unlawful activity; (e) the Order violates these Terms or applicable law; or (f) the Order cannot be fulfilled due to circumstances beyond our reasonable control.

2.3. Where we cancel an Order after receiving payment, the amount received for the cancelled item(s) shall be refunded through the original payment method or such other method permitted under this Policy.

Cancellation initiated by the Customer

2.4. If the Customer wishes to cancel an Order or any distinct item in an Order, then the Customer must do so in accordance with the Policies.

2.5. Subject to applicable law and any non-waivable consumer rights, the Customer may cancel an Order or any distinct item in an Order: (i) after placing the order but before the initiation of shipment; or (ii) after initiation of shipment but before delivery of the product(s), where cancellation is operationally feasible. Cancellation will not be possible for same-day delivery items, customized items, sale items or any other products expressly identified as non-cancellable before purchase. If the Customer does not initiate a cancellation request within the applicable timeframe, the Order may not be cancellable except where required under applicable law. For the avoidance of doubt, customized, made-to-order or specially procured products may not be cancelled once processing or manufacturing has commenced.

2.6. To cancel an Order, the Customer will have to write to our Customer Support Team at customercare@ozone.in or call on the Helpline No.: 9310012300 (Mon-Sun between 10:00 am to 6:00 pm). Where the cancellation is accepted, we will initiate the approved refund within 5-7 working days after receiving the cancellation request and completing any required verification. The time taken for the amount to reflect in the Customer’s account may vary depending on the bank, card issuer, UPI provider or payment gateway.

2.7. Where an Order has been successfully cancelled, the Customer shall refuse delivery if the shipment nevertheless reaches the delivery address due to logistics processing already being underway. If, after cancellation, the Customer accepts any such delivery, then the Customer shall be charged the full amount as per the original payment method or to recover the applicable purchase price before processing any subsequent return request.

3. Returns and Refund

3.1. The Customer may return an Order or any distinct item in an Order and receive a refund in accordance with this policy.

3.2. To request a return or refund, the Customer shall provide the order number or proof of purchase together with reasonable details of the issue, including photographs or videos where requested by us to facilitate verification of the claim.

3.3. While returning an Order or any distinct item in an Order, the Customer must ensure that the contents are in the same condition they were in when you received them. The Customer must also adhere to the following conditions while returning an Order or any distinct item in an Order:

· The contents should be intact, unused, unaltered and with no signs of use outside;

· The contents should not be different from what was shipped to you;

· The contents should be returned with the original packaging along with the original tags, labels, certificates and other accompanying materials included in the Order; and

· The content should not be expired, unless it was delivered to you expired.

3.4. The contents should be returned together with all user manuals, warranty cards, keys, accessories and free items originally included with the product.

3.5. Subject to the eligibility conditions set out in this Policy, eligible products may be returned within fifteen (15) days from the date of delivery for a refund, replacement or exchange, as applicable.

3.6. The Customers are advised to inspect the product(s) at the time of delivery or installation and notify us of any damages/ defects/ fault/ missing accessories/ parts or wrongful deliveries to you within 48 hours from receipt of the product(s) or on notification of delivery on the helpline number 9310012300 and/or via email: customercare@ozone.in Failure to notify us within the above period may affect our ability to verify the claim; however, nothing in this Clause limits any rights available to Customers under applicable law.

3.7. Please retain the invoice and the original packaging until the inspection is complete, and where possible, share clear photographs or a short video of the product and its outer packaging, as this helps us process your claim quickly.

3.8. Upon receipt of the returned product, we shall inspect it to determine whether it satisfies the eligibility requirements under this Policy. Approval of any refund, replacement or exchange shall be subject to successful completion of such inspection. Where approved, we will initiate the refund to the original payment method within the applicable processing timeline stated in this Policy. The actual credit may take additional time to reflect, depending on the relevant bank, card issuer, UPI provider or payment gateway, and may take up to 7 business days or such further period as may be required by the payment ecosystem. Actual credit timelines may vary depending upon your bank, payment service provider or UPI platform.

3.9. If a returned product does not satisfy the eligibility conditions under this Policy, we may reject the return, return the product to you, or, where appropriate, offer a partial refund after informing you of the reasons for such determination.

3.10. The following products shall not be eligible for a refund under this policy: (a) sale items or gift items or customized item (including made-to-order or engraved); (b) products damaged due to misuse of product; (c) products with tampered or missing serial/UPC numbers; (d) any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product/s delivered; (e) custom orders; or (f) products that have been installed, altered, modified or permanently affixed to any surface, except where the return is on account of a manufacturing defect or a warranty claim.

3.11. Smart locks, digital safes and similar access-control products that have been installed, programmed, paired with a mobile application/ account or otherwise used are not eligible for return on account of change of mind, as such products store fingerprints, PINs/ passwords, access codes and other usage data once configured and cannot be resold as new. Such products remain eligible for return if found to be defective or dead-on-arrival, subject to the inspection process set out in this Policy.

3.12. Before returning any smart lock, digital safe or similar access-control product, the Customer must, to the extent technically possible, reset the product to factory settings and delete or remove all fingerprints, PINs, passwords, access codes, app pairings, administrator credentials and other personal or access-control data. The Company shall not be responsible for any loss, misuse or disclosure arising from the Customer’s failure to remove such data before return, service or handover, except to the extent liability cannot be excluded under applicable law. Any software, firmware or security updates installed during servicing may restore factory settings or modify certain product features. Customers are responsible for maintaining copies of access credentials and settings before handing over the Product for service.

3.13. In order to begin the refund process, the Customer must first return the Order or any distinct item in an Order for which the request for refund has been placed.

3.14. We will issue refunds using the payment method and in the currency that was used for completing the Transaction. Refunds will not be processed in cash.

3.15. Where the original payment method is unavailable or the refund cannot be processed through the original payment channel, we may request reasonable additional information from you and process the refund through an alternative lawful payment method determined by us.

3.16. Where the Order was paid for by cash on delivery, we will request your bank account or UPI details and process the approved refund electronically to that account. We do not issue refunds in cash.

3.17. We strive to provide the utmost protection to Users on the Website from fraudulent activities. However, if you are a Buyer and are involved in any of the abusive activities, then we will take actions against you, including issuing warnings, blocking you from requesting returns or refunds on the Website, blocking you from opening claims and suspending your account. Where we reasonably believe that return or refund requests are fraudulent, abusive, excessive or otherwise inconsistent with this Policy, we reserve the right, subject to applicable law, to refuse such requests, require additional verification, suspend return privileges or suspend the relevant User Account.

3.18. Who pays for return shipping: Where a product is returned because it is defective, damaged, incomplete, incorrect or otherwise eligible under this Policy, we shall bear the reasonable cost of return shipping. Where a product is returned solely on account of a change of mind, we may deduct the actual reverse logistics charges incurred by us from the refund amount, provided such deduction is disclosed to you before arranging the reverse pickup..

3.19. Exchanges: Where you would prefer an exchange (for example, for a different model, size or finish) instead of a refund, please contact our Customer Support Team. Exchanges are subject to product availability, payment of any price difference, and the eligibility conditions set out in this Policy. If the requested replacement product is unavailable, we may offer a comparable product or process a refund in accordance with this Policy.

3.20. Abuse of Return Policy: We reserve the right to refuse returns, refunds or exchanges where we reasonably determine that this Policy is being misused, including repeated returns of products without valid reason, submission of false claims, return of products different from those supplied by us, tampering with products or packaging, or any other fraudulent or abusive conduct. Nothing contained in this Clause shall affect any non-waivable rights available to Customers under applicable law.

4. Contact us

If you have any additional questions or require further clarification regarding this Cancellation, Return and Refund Policy or any of the Policies, please contact us at any time using the details below.

4.1. Email: customercare@ozone.in Phone: 9310012300