TERMS AND CONDITIONS – INTERNATIONAL ORDERS
These International Orders Terms (“Terms”) supplement and form part of the existing Terms and Conditions, Shipping Policy and Refund & Exchange Policy of Bluorng (“Company”, “we”, “us”) available at bluorng.com (together, the “General Terms”), and govern all orders placed on bluorng.com for delivery to an address outside India (“International Orders”). Save as expressly varied below, the General Terms continue to apply in full. In the event of any conflict between these Terms and the General Terms, these Terms shall prevail, but solely in respect of International Orders. By placing an International Order, the Customer agrees to be bound by these Terms in addition to the General Terms.
These Terms are effective from [Effective Date].
1. Order Processing
1.1 Processing Timeline. International Orders are processed within 24 (twenty-four) to 48 (forty-eight) working hours from successful payment verification, excluding Saturdays, Sundays and public holidays observed by the Company. Processing includes order verification, quality check, packaging and preparation of customs documentation, and is separate from the delivery timeline.
1.2 Order Confirmation. The Customer will receive an order confirmation email upon placing an order. The confirmation is subject to payment verification, product availability and internal review.
1.3 Cancellation by the Company. The Company may cancel an International Order where the product is out of stock, payment verification fails, the order raises security or fraud concerns, or the delivery address is not serviceable by its logistics partners. In each such case, the full amount paid, including international shipping charges, will be refunded to the Customer’s original method of payment.
2. Order Cancellation by the Customer
2.1 Before Processing. The Customer may cancel an International Order only before it has been marked as “processed” by the Company’s fulfilment team, by writing to ordersupport@bluorng.com with the subject line “Cancellation Request – [Order ID]”.
2.2 Refund on Cancellation. For an order validly cancelled before processing, the full amount paid, including international shipping charges, will be refunded to the Customer’s original method of payment (“Source Account”).
2.3 After Processing. Once an order has been processed and queued for dispatch, it cannot be cancelled or modified, as the shipment and customs documentation have been generated with the logistics partner. The Customer is advised to verify the product, size, delivery address and contact number before completing checkout.
2.4 Pre-Orders. Pre-orders cannot be cancelled once placed, except where the Company is unable to deliver the item within the estimated window or the product is discontinued, in which case a full refund will be made to the Source Account.
3. Shipping and Delivery Timelines
3.1 Shipping Partner. International Orders are shipped through third-party logistics partners, who may assign delivery to affiliated courier services in the destination country.
3.2 Estimated Delivery. International Orders are generally delivered within 7 (seven) to 10 (ten) days from the date of dispatch, subject to courier routing, destination-country regulations and customs clearance procedures.
3.3 Timelines are Tentative. All delivery timelines stated on the website, at checkout or in these Terms are tentative estimates only and are not a guarantee of delivery on a specific date. Timelines begin after dispatch and do not include order processing time. Delivery may be affected by, among other things:
3.3.1 Customs clearance and regulatory checks in the destination country;
3.3.2 Courier routing and service disruptions;
3.3.3 Public holidays in India or the destination country; and
3.3.4 Weather conditions or force majeure events.
3.4 Tracking. Once dispatched, the Customer will receive an email with the tracking number, the courier partner’s name and a link to track the shipment.
3.5 No Compensation for Delay. No compensation, discount, refund or cancellation will be provided solely on the ground of delayed delivery.
4. Shipping Charges
4.1 International shipping is charged separately at checkout, based on the destination country and the weight of the package. The applicable charge is displayed before the Customer completes payment.
4.2 Shipping charges, once paid, are non-refundable, save where an order is cancelled before processing, is cancelled by the Company under Clause 1.3, or a refund is issued under Clause 7.4.
5. Customs Duties and Import Taxes (DDP)
5.1 Duties Paid by the Company. All International Orders are shipped on a Delivered Duty Paid (“DDP”) basis. The listed product price is inclusive of all applicable customs duties, import taxes and statutory levies of the destination country, and the Company arranges payment of the same to the relevant authorities or logistics partners on behalf of the Customer.
5.2 Nothing Payable on Delivery. Accordingly, the Customer will not be required to pay any customs duty or import tax at the time of delivery.
5.3 Customs Information. Certain countries require the recipient to provide identification or customs information (such as a personal customs code or tax number) for clearance. The Customer shall provide such information promptly when requested by the Company or its logistics partner. Failure to do so may delay delivery or result in Return to Origin under Clause 8.
5.4 Regulatory Changes. Should any additional charge arise due to a change in the destination country’s regulations after the order is placed, or due to inaccurate information provided by the Customer, the Company will inform the Customer before any such amount is collected.
6. No Returns, No Exchange
6.1 Returns and exchanges are not available on International Orders. Once an International Order has been delivered, the Company will not accept a return, exchange, size exchange or refund request on the ground of size, fit, colour, style preference or change of mind. This overrides, for International Orders only, any contrary provision of the Company’s general Refund & Exchange Policy.
6.2 The Customer is encouraged to review the size chart, product description and images carefully before placing an International Order, or to contact ordersupport@bluorng.com for sizing assistance.
6.3 Any product sent back to the Company without its prior written approval will not be accepted, and the Company shall not be responsible for its receipt, refund or reshipment.
6.4 This does not affect the Customer’s right to raise a claim for a defective, damaged or incorrect product in accordance with Clause 7.
7. Defective, Damaged or Incorrect Products
7.1 48-Hour Reporting Window. Any manufacturing defect, damage at the time of delivery, or incorrect product delivered (wrong item, size, colour or design) must be reported to ordersupport@bluorng.com within 48 hours of delivery, with the subject line “Defect / Wrong Item – [Order ID]”, together with:
7.1.1 Clear photographs of the product, tags, packaging and shipping label;
7.1.2 A copy of the invoice or order confirmation; and
7.1.3 An unboxing video, where available or requested by the Company.
7.2 Verification. The Company will review the claim within 2 (two) business days and inform the Customer of the outcome.
7.3 Responsibility of the Company. Upon verification, it is the responsibility of the Company to arrange the return pickup of the defective or incorrect product at its own cost, and to ship the correct product to the Customer at no additional cost, including shipping and duties.
7.4 Product Unavailable. If the correct product is no longer available, the Company will refund the amount paid for that product, along with the shipping charge for the order, to the Customer’s Source Account.
7.5 Condition and Late Reports. The product must be unused, unwashed and returned with its original tags and packaging. Claims for products showing signs of use, washing or alteration, or claims reported after 48 hours of delivery, shall not be accepted.
8. Delivery Attempts and Return to Origin (RTO)
8.1 Two Delivery Attempts. The logistics partner will make 2 (two) delivery attempts at the address provided by the Customer. The Customer will be notified after a failed attempt and is requested to respond promptly to reschedule delivery or correct the address or contact details.
8.2 RTO After the Second Attempt. If delivery fails on the second attempt, the order will be marked as Return to Origin (“RTO”) and returned to the Company’s warehouse. An order may be returned to origin for reasons including:
8.2.1 The Customer being unavailable at the delivery address;
8.2.2 An incorrect, incomplete or inaccessible address;
8.2.3 An unreachable or incorrect contact number;
8.2.4 Refusal to accept delivery; or
8.2.5 Failure to provide customs information required for clearance.
8.3 Refund on RTO. Once the RTO shipment is received at the Company’s warehouse and verified, the original international shipping charge shall not be refunded, the RTO charges levied by the logistics partner for returning the shipment shall be deducted, and the balance amount will be refunded to the Customer’s Source Account.
8.4 Customer Responsibility. The Customer is solely responsible for providing an accurate, complete and accessible delivery address and a reachable contact number at checkout.
9. Lost or Undelivered Shipments
9.1 If a shipment is marked as delivered but has not been received, the Customer must notify the Company at ordersupport@bluorng.com within 48 hours of the delivery status update. The Company will initiate an internal investigation with the logistics partner. If non-receipt is substantiated through evidence, a refund or replacement may be issued; if no conclusive evidence is found, the Company shall not be liable for replacement or refund.
9.2 The Customer is advised to photograph any visibly damaged or tampered packaging before opening it, and to report it under Clause 7.
10. Refunds
10.1 All refunds under these Terms will be made only to the Customer’s Source Account.
10.2 Refunds will be initiated within 7 (seven) to 10 (ten) business days from the date of cancellation approval, or from receipt of the RTO shipment at the Company’s warehouse, as applicable. The time taken for the amount to reflect depends on the Customer’s bank or card issuer.
10.3 Refunds are processed in the currency of the original transaction. The Company is not responsible for differences arising from currency exchange rates or charges levied by the Customer’s bank or card issuer.
11. Force Majeure
11.1 The Company shall not be liable for any delay or failure in processing, shipping or delivery arising from events beyond its reasonable control, including natural disasters, war, civil unrest, pandemics, governmental actions, customs embargoes, labour strikes, cyber-attacks and courier or airline disruptions. Timelines under these Terms shall stand extended for the duration of such event.
12. Order Confirmation and Acknowledgement
12.1 By completing checkout for an International Order, the Customer confirms having read and understood these Terms and affirmatively accepts the “no returns, no exchange”, DDP and Return to Origin terms set out herein, independent of and in addition to acceptance of the General Terms.
13. Grievance, Governing Law and Jurisdiction
13.1 Queries relating to International Orders may be directed to ordersupport@bluorng.com (Monday to Friday, 10:00 AM – 6:00 PM IST). Unresolved grievances may be escalated to the Grievance Redressal Officer, Mr. Hardik Verma, at legal@bluorng.com, who will acknowledge the complaint within 48 hours and endeavour to resolve it within 15 (fifteen) days of receipt.
