The customer can choose to cancel an order any time before it's dispatched. The order cannot be canceled once it’s out for delivery. However, the customer may choose to reject it at the doorstep. The time window for cancellation varies based on different categories and the order cannot be canceled once the specified time has passed. In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final. In case of any cancellation from the seller due to unforeseen circumstances, a full refund will be initiated for prepaid orders. Ozone reserves the right to accept the cancellation of any order. Ozone also reserves the right to waive off or modify the time window or cancellation fee from time to time.
Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below. The return policy is divided into two parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.
Part 1 - Returns Pick-Up and Processing: In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address. During pick-up, your product will be checked for the following conditions:
| Category | Conditions |
|---|---|
| Correct Product | IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible. |
| Complete Product | All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present. |
| Unused Product | The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices. |
| Undamaged Product | The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes. |
| Undamaged Packaging | The product’s original packaging/ box should be undamaged. |
The field executive will refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Part 2 - General Rules for a successful Return
In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.
In cases where a product accessory is found missing/damaged/defective, the seller may either process a replacement of the particular accessory or issue an eGV for an amount equivalent to the price of the accessory, at the seller’s discretion.
During open box deliveries, while accepting your order, if you received a different or a damaged product, you will be given a refund (on the spot refunds for cash-on-delivery orders). Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, these category-specific replacement/return general conditions will be applicable. Click here to know more about Open Box Delivery.
For products where installation is provided by Ozone's service partners, do not open the product packaging by yourself. Ozone authorised personnel shall help in unboxing and installation of the product.
For Furniture, any product-related issues will be checked by authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.
Ozone holds the right to restrict the number of returns created per order unit, post the evaluation of the product/order defect is undertaken by Ozone’s authorized representative.