At Pappzz, we want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the terms and conditions for returns, replacements, and refunds.

1 Return Window

1.1 General Return Period

• Most Products: 7 days from delivery date
• Electronics & Gadgets: 7 days with original packaging and accessories
• Fashion & Apparel: 7 days with tags intact and unworn
• Furniture: 7 days in original condition

1.2 Non-Returnable Categories

2 Return Eligibility Conditions

To be eligible for a return, items must meet ALL of the following criteria:

2.1 Product Condition

• Unused, unworn, and in original condition
• Original packaging intact with all tags, labels, and barcodes
• All accessories, manuals, and warranty cards included
• No signs of wear, damage, or alteration
• Product must be in resalable condition

2.2 Proof of Purchase

• Valid order number or invoice
• Product delivered within the return window
• Purchased directly from Pappzz

2.3 Exceptions

3 How to Initiate a Return

1. Request Return
   1. Log in to your Pappzz account
   2. Go to “My Orders”
   3. Select the order containing the item(s) to return
   4. Click “Return Item” and select reason for return
   5. Upload images if required (mandatory for damage/defect claims)Alternative: Contact Customer Support at support@pappzz.com or +91 97471 92229
2. Return Approval
   Our team will review your request within 24-48 hours. You’ll receive approval or additional instructions via email/SMS. Approved returns will receive a Return Authorization Number.
3. Product Pickup/Drop-off
   Option A – Free Pickup (Recommended):
   • Schedule a pickup slot convenient for you
   • Keep the item ready in original packaging
   • Our logistics partner will collect the itemOption B – Self Ship:
   • Available for select pin codes
   • Ship to the address provided in return approval
   • Use a trackable shipping method
   • You are responsible for shipping costs unless the item is damaged/defective
4. Quality Check
   Items undergo quality inspection upon receipt. Inspection completed within 2-3 business days. You’ll be notified of inspection results.
5. Refund Processing
   Refunds initiated after successful quality check. Refund timeline varies by payment method (see Section 5).

4 Replacement Policy

4.1 When Replacement is Available

• Product received is damaged or defective
• Wrong item or size delivered
• Product has manufacturing defects
• Missing parts or accessories

4.2 Replacement Process

1. Raise a replacement request within the return window
2. Original item will be picked up
3. Replacement shipped after quality check of returned item
4. If replacement unavailable, full refund will be issued

4.3 Replacement Timeline

• Same product replacement: 5-7 business days
• Size/color exchange: 7-10 business days
• Subject to product availability

5 Refund Process

5.1 Refund Methods

5.2 Refund Amount

• Full Refund: Product price excluding shipping charges (if any)
• Partial Refund: May apply if item is not in original condition due to customer fault
• Shipping Charges: Refunded only if the return is due to our error (wrong/damaged/defective item)

5.3 Refund Timeline

5.4 Cancellation Refunds

• Orders cancelled before shipping: Instant refund to original payment method
• Orders cancelled after shipping: Return shipping charges may apply

6 Damaged or Defective Products

6.1 Reporting

• Report within 48 hours of delivery
• Provide clear photos/videos of the damage
• Do not discard original packaging

6.2 Resolution Options

1. Free Replacement: New product shipped at no cost
2. Full Refund: Including original shipping charges
3. Repair Service: For eligible electronics (with warranty)

6.3 Our Responsibility

7 Wrong Item Received

If you receive the wrong product:

• Report within 48 hours of delivery
• Keep the item unused in original packaging
• Free return pickup arranged
• Correct item shipped immediately or full refund issued
• No additional charges

8 Product-Specific Policies

8.1 Electronics & Appliances

• 7-day return window
• Original box, accessories, and warranty card mandatory
• Items must be unused with protective seals intact
• DOA (Dead on Arrival) products replaced within 48 hours
• Manufacturer warranty applies after return period

8.2 Fashion & Clothing

• 7-day return with original tags
• Must be unworn, unwashed, and unaltered
• Items without tags cannot be returned
• Innerwear and cosmetics are non-returnable for hygiene reasons

8.3 Furniture & Large Appliances

• 7-day return window
• Installation charges non-refundable
• Assembly must not be completed for returns
• Pickup arranged with advance notice

8.4 Books & Media

• Returns accepted only if damaged or defective
• Opened software/games not returnable
• Downloadable content is non-returnable

8.5 Grocery & Food Items

• No returns on perishable items
• Non-perishable items: 2 days return window if unopened
• Damaged or expired items replaced free of charge

9 Cancellation Policy

9.1 Order Cancellation

Before Shipping:

• Cancel anytime before order is shipped
• Full refund to original payment method
• No cancellation charges

After Shipping:

• Cannot be cancelled directly
• Refuse delivery or initiate return after delivery
• Return shipping charges may apply

9.2 Cancellation by Pappzz

We may cancel orders in the following cases:

• Product out of stock
• Pricing or product information error
• Delivery not possible to your location
• Suspected fraudulent transaction
• Technical issues

10 Exchange Policy

10.1 Size/Color Exchange

• Available for fashion and apparel items
• Request within 7 days of delivery
• Original item picked up, new item shipped
• Subject to availability
• One exchange per order

10.2 Exchange Process

1. Raise exchange request from “My Orders”
2. Select new size/color preference
3. Original item pickup scheduled
4. New item shipped after quality check (3-5 business days)
5. Price difference, if any, charged or refunded

11 Refund Denial Scenarios

12 Return Shipping

12.1 Who Pays for Return Shipping?

Pappzz Pays (Free Return):

• Damaged, defective, or wrong items
• Quality issues or manufacturing defects
• Our error in order fulfillment

Customer Pays:

• Change of mind returns (where applicable)
• Size/fit issues in fashion items
• Self-initiated returns from non-serviceable pickup locations

12.2 Packaging Guidelines

• Use original packaging whenever possible
• Ensure product is securely packed
• Include all accessories and documents
• Avoid using return item as outer packaging

13 Dispute Resolution

If you’re not satisfied with our resolution:

1. Escalation: Contact our Grievance Officer at grievance@pappzz.com
2. Timeline: We’ll respond within 48 hours and resolve within 15 days
3. Consumer Forum: You may approach the appropriate consumer forum if the dispute remains unresolved

14 Important Notes

• Quality Checks: All returned items undergo inspection before refund processing
• Refund Notifications: You’ll receive email/SMS updates at every stage
• Pickup Attempts: Maximum 3 pickup attempts; after that, return request cancelled
• Photographic Evidence: We may request photos for damage/defect claims
• Fair Use: We reserve the right to refuse returns if we detect abuse of policy

15 Legal Compliance

This policy complies with:

• Consumer Protection Act, 2019 (India)
• E-Commerce Rules, 2020
• Payment Gateway regulations
• Razorpay merchant policies
• Google Play Store requirements