Refund policy

ChillBuy — Return & Refund Policy

Last Updated: 18 September 2026

At ChillBuy, we want customers to receive products in the condition and specifications described on our website. This Return & Refund Policy explains when a product may be returned, how refunds are processed, and how the ₹99 Order Confirmation Amount (OCA) applies to eligible Cash on Delivery (COD) orders.

1. Return Window

Customers may request a return within 3 days from the date of delivery, unless a different return period is specifically stated on the relevant product page.

The return request should be submitted within the applicable return period.

Nothing in this policy is intended to limit any consumer right or remedy that cannot legally be excluded or restricted under applicable Indian law.

2. Eligible Return Reasons

A return may be accepted where the product:

Is the wrong product.
Is damaged when received.
Is defective or does not function as described.
Is missing an essential part or accessory included in the product listing.
Is materially different from the product description, specifications, characteristics, or features displayed on ChillBuy.
Has an incorrect variant, size, colour, model, or specification due to an error in fulfilment.
Has another genuine product-related issue that is verified and accepted by ChillBuy.

For defective, damaged, wrong, or materially different products, ChillBuy may request photographs, videos, packaging details, or other reasonable information to verify the issue.

3. Customer Preference and Change of Mind

Returns based solely on customer preference may be accepted only where the product is eligible for such a return under the applicable product/return conditions.

Examples include:

Customer does not like the product.
Customer changed their mind.
Customer no longer requires the product.
Product does not meet the customer's personal expectations despite matching the listing.
Customer ordered the product by mistake.

Where such a return is accepted, the ₹99 OCA may be non-refundable, subject to applicable law and the specific return conditions communicated to the customer.

A customer-preference restriction does not apply to a valid claim involving a defective, damaged, wrong, spurious, or materially different product where the customer is otherwise entitled to a remedy under applicable law.

4. Product Condition for Return

Where applicable, the product should be:

Unused and in an acceptable condition.
Returned with its original packaging.
Returned with included accessories, parts, manuals, tags, or other items.
Free from damage caused by misuse, alteration, negligence, or improper handling by the customer.

ChillBuy may inspect the returned product before determining the applicable refund or other remedy.

These conditions will not be applied in a manner that removes or restricts any mandatory consumer remedy under applicable law.

5. Wrong, Damaged, Defective or Materially Different Products

If a customer receives a wrong, damaged, defective, spurious, or materially different product, the customer should contact ChillBuy as soon as reasonably possible and preferably within the applicable 3-day return window.

ChillBuy may request supporting photographs or videos to verify the issue.

Where the issue is verified and the return or other remedy is approved, ChillBuy will provide the applicable remedy in accordance with this policy and applicable law.

Where a refund is due for an eligible product-related issue, the ₹99 OCA will not be deducted merely because the customer received a wrong, damaged, defective, spurious, or materially different product.

6. Order Confirmation Amount (OCA)

For eligible COD orders, ChillBuy may collect a fixed Order Confirmation Amount of ₹99 when the order is confirmed.

The ₹99 OCA forms part of the total order value and is not an additional charge.

The remaining order amount will be payable through Cash on Delivery at the time of delivery.

Example

Total order value: ₹999
OCA paid online: ₹99
Remaining COD amount: ₹900

The OCA and COD amount together equal the total order value.

7. Cancellation Before Dispatch

If a customer cancels an order before the order is dispatched, the ₹99 OCA will be refunded, subject to the applicable payment/refund process.

The refund will be initiated through the payment method or refund mechanism available to ChillBuy.

8. Cancellation After Dispatch

If a customer requests cancellation after the order has been dispatched, ChillBuy may be unable to cancel the shipment.

Where cancellation or return is permitted after dispatch due solely to customer preference or change of mind, the ₹99 OCA may be non-refundable, subject to applicable law and the relevant return conditions.

This provision does not restrict any consumer remedy that applies to a defective, damaged, wrong, spurious, or materially different product.

9. Customer-Caused RTO

If a COD order is returned to origin (RTO) because of a reason attributable to the customer, such as:

Refusal to accept the order.
Repeated failure to receive the order.
Incorrect or incomplete address provided by the customer.
Other customer-caused delivery failure.

the ₹99 OCA may be retained and will generally be non-refundable, subject to applicable law.

If the RTO occurs because of a reason attributable to ChillBuy, its fulfilment partner, or a delivery error not caused by the customer, ChillBuy will review the matter and determine the applicable remedy.

10. Refunds for Approved Returns

The refund amount will depend on the reason for the return and the applicable OCA rules.

Product-related issue

For a verified:

Wrong product
Damaged product
Defective product
Spurious product
Missing essential component
Materially different product
Incorrect variant, size, colour, or model caused by fulfilment error

the applicable refund will include the ₹99 OCA, where a refund is due.

Customer-preference return

If a customer-preference return is accepted, the ₹99 OCA may be non-refundable, subject to applicable law and the return conditions communicated to the customer.

Any other applicable return-shipping or handling deduction will be disclosed to the customer where applicable.

11. Return Inspection

Once a returned product is received, ChillBuy may inspect it to determine whether it satisfies the applicable return conditions and whether the claimed issue is verified.

If the product does not satisfy the applicable return conditions, ChillBuy may decline the requested return or refund, subject to applicable consumer rights and remedies.

12. Return Shipping

The responsibility for return shipping will depend on the reason for the return.

Where the product is wrong, damaged, defective, spurious, or materially different

Where the issue is verified and attributable to ChillBuy, its supplier, or the fulfilment process, ChillBuy will arrange or determine the appropriate return process and will communicate the applicable instructions to the customer.

Customer-preference returns

For an accepted customer-preference return, any applicable return-shipping, handling, or other permitted cost will be communicated to the customer before the return is processed.

ChillBuy will provide clear information regarding any applicable deduction or return-shipping responsibility.

13. Refund Processing

Once an eligible return is approved and the applicable product has been received and inspected, ChillBuy will initiate the applicable refund.

For accepted refund requests, ChillBuy will process/effect the applicable refund within the period required under applicable law and e-commerce guidelines.

The time taken for the refund to appear in the customer's bank account or payment instrument may depend on the payment gateway, bank, card issuer, or financial institution.

Government e-commerce guidance states that payments towards accepted refund requests should be effected within a maximum period of 14 days.

14. COD Order Refunds

For COD orders, the customer pays the ₹99 OCA online, while the remaining amount is payable at delivery.

If an approved return or cancellation requires an OCA refund, ChillBuy will process the refundable OCA through the available refund mechanism.

The remaining COD amount is not collected until delivery. Therefore, where the order is returned before COD payment is collected, there is no unpaid COD amount to refund.

15. Non-Returnable Products

Certain products may be non-returnable because of their nature, hygiene requirements, consumable characteristics, personalization, or other product-specific conditions.

Where a product is subject to a specific non-returnable condition, the applicable restriction will be clearly disclosed on the relevant product page before purchase.

Such restrictions will not apply where prohibited by applicable law or where the customer has a mandatory consumer remedy.

16. How to Request a Return

To request a return, the customer should contact ChillBuy with:

Order number
Customer name
Registered mobile number or email address
Product name
Reason for return
Photographs/videos, where reasonably requested

ChillBuy will review the request and communicate the next steps, including any applicable return instructions.

17. Consumer Rights

Nothing in this Return & Refund Policy is intended to remove, exclude, or restrict any consumer rights or remedies available to customers under applicable Indian law.

Where applicable, Indian e-commerce rules and government guidance address matters including defective, wrong, spurious, or materially different products, return/refund processes, disclosure of return-shipping responsibility, and processing of accepted refunds.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.