Refund policy

Cancellation, Return and Refund Policy — OYO BABY

 

This Cancellation, Return and Refund Policy applies to purchases made through www.oyobaby.com (“Website”). The Website is operated under the OYO BABY brand by Kharesiya Brands Private Limited. OYO BABY maintains its own brand identity and offers baby-care, baby-bedding, maternity, mother-care and related products.

By placing an order, you agree to this Policy. Nothing in this Policy limits any right or remedy available to a consumer under applicable Indian law.

1. Order Cancellation

A cancellation request may be submitted through the Website, where the cancellation option is available, or by contacting customer care.

Cancellation may be requested at any stage. Where an order has already been packed, invoiced, dispatched or handed to the courier, cancellation may require shipment recall, refusal of delivery or return-to-origin processing. Such requests will be handled with customer-care assistance and remain subject to the operational status of the shipment.

Partial cancellation requests must be raised with customer care. If the affected item has already been dispatched, the request may be processed through the applicable return-to-origin or reverse-logistics procedure.

Where a prepaid order is successfully cancelled, the refundable amount will be processed in accordance with Section 7 below.

2. Eligible Return or Replacement Claims

You may raise a claim where a product received is:

• damaged in transit;
• defective;
• incorrect or materially different from the product ordered;
• incomplete, with an item, component or accessory missing;
• expired, tampered with or leaking, where applicable; or
• otherwise eligible under the product page or applicable law.

For baby-care, feeding, maternity and hygiene-sensitive products, eligibility may depend on whether the seal or packaging remains intact. An opened product may still be considered where the claim concerns a verified defect, damage, expiry, contamination, tampering or an incorrect product.

A return, replacement or refund is not automatic merely because a request has been submitted. Each claim is subject to verification of the order, product, supporting evidence and applicable eligibility conditions.

3. Seven-Day Reporting Period

Claims relating to a damaged, missing, incomplete or incorrect product must be raised within seven days from the date of delivery.

Requests submitted after this period may be considered only where required by law or approved by customer care on exceptional grounds. Escalation of an exceptional request does not guarantee approval.

4. Evidence Required

To review a claim, customer care may request:

• the order number and registered contact details;
• clear photographs or videos of the product and issue;
• photographs of the outer packaging, shipping label and invoice;
• details of missing components, damage, leakage or defect; and
• any other reasonable information required to verify the claim.

Customers should preserve the product, original packaging, labels, accessories, manuals and free items until the claim is resolved. Failure to provide reasonably requested evidence may prevent verification of the claim.

5. Product Condition and Exclusions

Unless the product was delivered damaged, defective, incorrect, expired or tampered with, an item proposed for return must ordinarily be unused, unwashed, unaltered and in its original condition with packaging, labels, accessories and accompanying materials intact.

For hygiene and safety reasons, used, opened or unsealed diapers, wipes, feeding products, personal-care products and similar hygiene-sensitive goods are ordinarily not returnable for change of mind, incorrect size selection or personal preference. Customised or personalised products are not returnable except where damaged, defective or incorrectly supplied.

A return may be declined where the product has been damaged through misuse, improper installation, neglect, failure to follow instructions, normal wear and tear, unauthorised alteration or circumstances occurring after delivery.

6. Return Review and Collection

Approved returns may be collected through a designated logistics partner. Where reverse pickup is unavailable, customer care may provide an alternative procedure. A product must not be self-shipped without prior instructions.

Partial-return requests must be coordinated with customer care and may be processed through a return-to-origin or reverse-logistics workflow, depending on the shipment status.

Returned products may be inspected before a replacement or refund is approved. For hygiene-sensitive products, inspection may include verification of the seal, batch details, packaging, usage and nature of the reported issue.

7. Refunds

Where a refund is approved, it will ordinarily be initiated within seven business days after cancellation confirmation or completion of the applicable verification and inspection.

Refunds for prepaid orders will normally be made to the original payment method. For Cash on Delivery orders, customer care may request verified bank-account or UPI details for processing the refund.

The time taken for an approved refund to appear in the customer’s account may vary depending on the bank, payment gateway or payment method. Any non-refundable charge, if applicable, will be disclosed before the refund is processed and will remain subject to applicable law.

8. Replacement and Alternative Resolution

Depending on the nature of the verified claim and product availability, we may provide:

• replacement of the affected product;
• dispatch of a missing item or component;
• refund of the eligible amount; or
• another reasonable resolution agreed with the customer.

If a replacement is approved but the product is unavailable, a refund may be offered. A replacement product will remain subject to the same product-use instructions, warranties and policies as the original product.

9. Contact

Cancellation, return, replacement and refund requests may be submitted through the customer-support details displayed in the Contact Information or Contact Us section of the Website.

Please do not send a product to any address without first obtaining instructions from customer care