Refund & EXCHANGE policy

REFUND & EXCHANGE POLICY

This Refund & Exchange Policy (“Policy”) will be effective from December 18th, 2025 (“Effective Date”).

This Refund & Exchange Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Bluorng, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.

Bluorng is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of refund and exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.

WHEREAS

Bluorng (the “Company”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;
The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;
In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing exchange requests and non-cash refund claims in the form of promotional codes or credit notes;
This Policy applies to all customers purchasing products from the Bluorng website, or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product exchanges, credit note issuance, reverse shipping procedures, and grievance escalation.

NOW THEREFORE, Bluorng hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.

1. DEFINITIONS AND INTERPRETATION

1.1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

“Act” Shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments or rules issued thereunder, which govern the rights and obligations of consumers and sellers in India.
“Customer” Shall mean any individual or entity that has purchased or placed an order for products offered by Bluorng through its official website, or any other authorized sales channel.
“Exchange” Shall mean the process through which a customer returns a product in accordance with the terms of this Policy and receives either a replacement of the same product in a different size or a credit note/promo code of equivalent value, subject to inspection and eligibility.
“Credit Note” or “Promo Code” Shall mean a unique, non-transferable, one-time-use alphanumeric code issued by the Company in lieu of a monetary refund, which can be redeemed against future purchases from Bluorng for the same value as the returned product.
“Return Request” Shall mean a formal request initiated by the customer within the prescribed timeline to exchange an eligible product, subject to compliance with the conditions of this Policy.
“Reverse Shipping” shall mean the process of collecting and sending the product back to Bluorng from the Customer, at the sole cost and responsibility of Bluorng, through its designated logistics partner or any reliable courier or delivery service arranged by the Company.
“Eligible Product” Shall mean a product that qualifies for exchange under this Policy, provided it is unused, unwashed, undamaged, and returned with original packaging and tags intact.
“Non-Returnable Product” Shall mean products expressly excluded from return or exchange due to hygiene, safety, customization, or other commercial considerations, as notified by the Company.
“Grievance Redressal Officer” or “GRO” Shall mean the designated officer appointed by the Company for addressing and resolving consumer complaints, in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.
“Products” or “Product” shall mean T-shirts, menswear, or any other apparel or merchandise offered for sale by the Company on its official website or platform.

1.2. Interpretation

In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings
Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

2. PURPOSE

The purpose of this Refund & Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges and refunds. This Policy is designed to ensure that customers of Bluorng (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for exchange. The Policy is further aimed at aligning Bluorng’ return and refund practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.
This Policy also reinforces Bluorng’ commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds and shipping responsibilities. The Company follows a non-cash refund model, wherein eligible returns result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned product, rather than a direct monetary refund. Additionally, this Policy outlines the role of the customer in facilitating the return process, including the responsibility for reverse shipping, and prescribes the timeline, condition, and procedural requirements for initiating a valid exchange. Through this Policy, Bluorng seeks to maintain a consistent and principled approach to after-sale engagement with its customers.
In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.

3. PROCESSING TIMELINE

All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays as per Clause 3(b) of the Shipment Policy.
Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or return/exchange timelines under this Policy.
Late delivery notice: If Bluorng anticipates a delay in processing an order beyond the standard 24 to 48 working hours, the customer shall be notified of such delay at least one (1) working day in advance. This clause applies only to delays in order processing prior to dispatch and does not cover delays arising after the order has been handed over to third-party logistics providers.

4. SCOPE OF THE ELIGIBILITY FOR EXCHANGE

The Customers may request an exchange for eligible products purchased from Bluorng, subject to the terms and conditions outlined herein. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and accept or reject exchange requests at its sole discretion based on the condition of the returned goods and compliance with the prescribed timeline and return procedure.
A product shall be eligible for exchange only if all the following conditions are satisfied:

CRITERION	REQUIREMENT
Condition of Product	The product must be unused, unworn, unwashed, undamaged, and returned in its original packaging with all original tags, labels, seals, and accessories intact.
Purpose of Exchange	Exchanges shall be accepted only in the following cases: (a) size-related concerns within the same product; (b) defective or damaged products, except for categories expressly barred under Clause 5; and (c) change-of-mind requests, solely for such products where the product description explicitly states that “change-of-mind exchange is permitted.” No exchange requests shall be entertained for reasons including style preference, color choice, or any other grounds, unless expressly permitted in the product description of the concerned product.
Timeframe for Exchange Request	The customer must initiate the exchange request within 7 days from the date of delivery of the product, by writing to the designated email ID or through the platform’s exchange request portal (if available).
Proof of Delivery & Packaging	The customer must provide a valid shipment tracking ID and may be requested to share an unboxing video or photographs for validation in case of product damage or defect.
Non-Returnable	Conditions falling under the clause 5.
Original Invoice	A copy of the original invoice or order confirmation must be included in the return parcel.

Any product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without any issuance of a credit note or replacement. The Company will not be liable for any products lost or damaged during the return transit initiated by the customer.

5. NON-ELIGIBILITY FOR EXCHANGE

Bluorng is committed to maintaining high standards of quality and customer satisfaction in all product purchases. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for exchange. Customers are advised to review the following exclusions carefully before placing or initiating any exchange request.
An exchange shall not be permitted under the following conditions:

Used, worn, or washed products: products that show any visible signs of wear, use, washing, ironing, fragrance application, or tampering will be automatically disqualified from exchange.
Missing original tags or packaging: products returned without the original tags, size labels, packaging, or invoice shall be considered non-exchangeable.
Exchange request initiated after the timeline: If an exchange request is not raised within 48 hours of delivery or if the approved product is not dispatched within 3 calendar days, the request will be rendered invalid.
Damage caused by the customer: products damaged due to improper handling, cutting, tearing, staining, or exposure to water or chemicals will not be accepted for exchange.
Multiple exchange requests for the same order: Only one exchange is allowed per order. Multiple or repeated requests for the same product/order ID will not be processed.
Clearance, discounted, or promotional sale items: Products marked as “Final Sale,” “Non-Returnable,” or part of a clearance offer at the time of purchase shall not qualify for exchange.

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE SHALL BE RETURNED TO THE CUSTOMER, AND NO CREDIT NOTE OR PROMO CODE WILL BE ISSUED IN SUCH CASES.

Wrong Item Delivered:
- If an incorrect item is delivered, whether in terms of color, size, design or type, customers must initiate exchange within 48 hours of delivery with photos of the product, packaging, and invoice.
- After verification, Bluorng will arrange return shipping and send the correct item or issue a credit note at no extra cost.
Inventory Unavailability:
- In cases where an approved exchange product becomes unavailable due to inventory issues, Bluorng shall notify the customer and issue a credit note within 7 to 10 business days, as per this Policy. Customers may also choose an alternate product of the same value via a credit note or promo code, given in this case by the company as detailed in clause 7. The Company shall not be liable for any loss caused due to such unavailability.

6. PROCESS OF EXCHANGE, STEP BY STEP

Bluorng provides a seamless and customer-friendly exchange mechanism for eligible product purchases, subject to the terms of this Policy. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:

STEP	ACTION	DESCRIPTION
Step 1	Initiate Exchange Request	Within 7 days of delivery, the Customer must submit an exchange request either via the Exchange Request link on the Website or by emailing Ordersupport@bluorng.com with subject: “Exchange Request – [Order ID]”. Required information includes: • Reason for exchange (e.g., size mismatch, defective product) • Photographs of the product with tags and packaging intact • Copy of the order invoice • Additional evidence (unboxing video), if requested
Step 2	Review & Approval	Bluorng will review the request within 2 business days and notify approval or rejection based on Policy eligibility.
Step 3	Customer Arranges Return Shipping	Upon approval, Bluorng arranges reverse pickup via designated logistics within 3 calendar days at Company cost. The package must include: • Product in unused, unwashed, saleable condition • Original tags and packaging • Original invoice • Secure packing to avoid transit damage
Step 4	Audit, Inspection & Verification	Bluorng inspects the returned product for compliance with exchange conditions. Inspection may take up to 3 business days.
Step 5	Issuance of promo code (credit note)	If the product passes inspection, a unique, non-transferable promo code equal to product value will be issued, valid for 90 days, via email.
Step 6	Exchange Timeline	All approved exchanges will be completed within 7–10 working days from receipt of the returned product.

Additional Provisions:
1. Exchange shall be permitted only once per order.
2. Bluorng does not currently provide reverse pickup or in-house courier collection.
3. Exchange requests raised through any mode other than email or outside the stipulated timeframes shall be considered invalid.
4. The Company shall not be responsible for any loss or damage to the product during return transit arranged by the customer.

7. CREDIT NOTE / PROMO CODE POLICY

Bluorng does not provide refunds in the form of cash, bank transfers, or original mode of payment. Instead, for all approved and successfully processed exchange requests, the Company issues a non-cash refund in the form of a credit note, also referred to as a promo code, subject to the conditions and limitations outlined herein.
Issuance of Credit Note: Upon successful inspection and approval of the returned product in accordance with Clause 6 (Exchange Process), Bluorng shall issue a unique, non-transferable promo code to the Customer. The promo code shall represent the equivalent monetary value of the exchanged product, excluding any shipping charges, and shall be communicated to the Customer via email to the registered email address.
The promo code issued by Bluorng shall be subject to the following conditions:
1. It shall be linked to the original order ID and the Customer’s registered account;
2. It shall be issued only after the returned product has successfully passed the internal quality inspection;
3. It shall be valid for a single use only and cannot be split, combined, or used in conjunction with any other promotional codes or offers; and
4. It shall be applicable exclusively on future purchases made through the official Bluorng website.
Bluorng shall endeavor to issue the credit note within a maximum period of two (2) business days from the date of completion of inspection and approval of the returned product. Any delay caused due to technical or operational reasons shall not be construed as a breach of this Policy.
Validity and Conditions of Use: The credit note shall remain valid for a period of ninety (90) calendar days from the date of issuance. The Customer must utilize the entire value of the promo code within this validity period, failing which the promo code shall automatically expire and shall not be renewed, reissued, or extended under any circumstances.
The following conditions shall apply to the use of the promo code:
1. The promo code must be applied at checkout at the time of placing a new order;
2. No balance or residual value shall be carried forward if the order value is less than the promo code value;
3. If the order value exceeds the promo code value, the Customer shall be required to pay the balance amount using the available payment methods; and
4. The promo code cannot be redeemed for cash, transferred to another individual, or applied retrospectively to any prior purchase.
The Company shall not be held liable for any expired, lost, deleted, or unused promo codes. Customers are responsible for maintaining access to their registered email and ensuring timely use of the issued code.
In the event of any grievance or technical error where a promo code has not been issued after an approved exchange, the customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 10. Bluorng shall investigate and resolve the issue promptly.

8. OBLIGATIONS OF THE CUSTOMER

In order to initiate and complete a valid exchange request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations ensure that the Company can process returns and exchanges efficiently while protecting against misuse, hygiene concerns, and logistical inconsistencies.
The Customer shall ensure that any product being returned to Bluorng for the purpose of exchange is:
1. In unused, unwashed, and unworn condition;
2. Free from stains, perfume, damage, or any sign of wear;
3. Accompanied by all original tags, labels, size stickers, and manufacturer packaging; and
4. Returned in secure, tamper-proof packaging to avoid any damage during transit.
Bluorng reserves the right to reject any exchange request if the returned product fails to meet the above conditions, and such product shall be returned to the Customer at their own cost, without issuance of a credit note.
To substantiate claims of product damage or manufacturing defects, Bluorng may request the Customer to provide an unboxing video clearly showing the package being opened from a sealed state, with the product, invoice, and tags visibly identifiable. While this requirement is not mandatory for all exchange requests, it may be enforced at the discretion of the Company in specific cases to validate authenticity of damage-related claims. Failure to provide the video upon request may lead to rejection of such claims.
The Customer acknowledges and agrees that original shipping charges paid at the time of purchase are non-refundable. These charges are incurred towards third-party logistics services and are not eligible for credit note issuance or reimbursement, regardless of the reason for exchange.
In addition, any reverse shipping cost or incidental charges incurred by the Customer during the return process shall not be compensated or refunded by the Company.

9. REFUND AND EXCHANGE LIMITATIONS

Bluorng adopts a transparent, credit-based exchange model in which refunds are not issued in cash or to the original mode of payment. The Company's operational framework, logistics cost structure, and customer policies are designed around efficiency, clarity, and legal compliance. This Clause sets forth the limitations applicable to all refund and exchange transactions initiated under this Policy.
Bluorng follows a strict non-cash refund policy. Under no circumstances shall the Company provide refunds in the form of cash, bank transfer, digital wallet credit, card reversal, UPI refund, or through the original mode of payment. All approved return transactions shall only result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned shirt, subject to the terms set out in Clause 7 of this Policy.
Bluorng expressly reserves the right to deny or reject any exchange request if the returned product:
1. Fails to meet the eligibility criteria laid out under Clause 4 (Eligibility for Exchange) or violates Clause 5 (Non-Eligibility);
2. Is found to be used, washed, stained, worn, or damaged;
3. Is returned without original tags, packaging, or invoice; or
4. Is received after the prescribed timelines for initiating and dispatching returns.
In such cases, no promo code shall be issued, and the product shall be returned to the customer at their own cost and risk.
Upon receipt of the returned product, the Company shall endeavor to complete a quality inspection within three (3) business days. If the product passes inspection, the promo code shall be issued within two (2) additional business days thereafter. Bluorng aims to maintain a transparent and time-bound mechanism in line with Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020, which requires e-commerce platforms to process returns and refunds in a reasonable and timely manner.

10. PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

Bluorng is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.
The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:
Name: Hardik Verma
Designation: Grievance Redressal Officer
Email:Legal@bluorng.com
Office Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public (gazette) holidays.
Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO atLegal@bluorng.com
The written grievance must include:
1. Full name of the customer
2. Order ID and product details
3. Nature of the complaint or issue faced
4. Copies of relevant communication, if any
5. Contact information for further communication
The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.
If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.

11. GOVERNING LAW & JURISDICTION

This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.
Subject to Clause 10(g) (Grievance Redressal Escalation), the courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the exchange process, or any transactions between the customer and Bluorng.

12. AMENDMENT TO THE POLICY

The Bluorng reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of Bluorng and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.
Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, Bluorng may, at its discretion, notify customers via email or other means of communication registered with the Company.

Now Therefore, This Refund & Exchange Policy is effective as of December 18th, 2025 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the Bluorng website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.

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