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

• “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.

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 shall be returned to the customer, and no credit note or promo code will be issued.

• 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:
  • If 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. Customers may also choose an alternate product of the same value via a credit note or promo code.

6. PROCESS OF EXCHANGE, STEP BY STEP

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.

7. CREDIT NOTE/PROMO CODE POLICY

• Bluorng does not provide cash refunds. Approved exchanges result in a credit note (promo code) of equivalent value.
• Promo code is unique, non-transferable, single-use, and linked to original order ID.
• Validity: 90 days from issuance. Cannot be renewed, extended, or redeemed for cash.
• Customers must apply the code at checkout; no residual value will be carried forward.
• The Company is not liable for expired, lost, or deleted promo codes.
• Any grievance regarding promo codes should be reported to the Grievance Redressal Mechanism (Clause 10).

8. OBLIGATIONS OF THE CUSTOMER

• Customer must ensure returned products are unused, unwashed, unworn, stain-free, and accompanied by original tags and packaging.
• Bluorng may request an unboxing video to validate claims of damage or defect.
• Original shipping charges are non-refundable.
• Customer bears any reverse shipping costs.

9. REFUND AND EXCHANGE LIMITATIONS

• All refunds are non-cash, only in the form of promo codes.
• Exchange requests may be rejected if eligibility criteria are not met, or timelines missed.
• Inspection of returned product is done within 3 business days; promo code issued within 2 additional business days after approval.

10. PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

• Bluorng has appointed a Grievance Redressal Officer (GRO) to address customer complaints as per Consumer Protection (E-Commerce) Rules, 2020.
• GRO Details:
  • 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 holidays
• Customer must provide:
  • Full name
  • Order ID and product details
  • Nature of complaint
  • Copies of relevant communication
  • Contact information
• GRO will acknowledge within 48 hours and resolve within 15 days.

11. GOVERNING LAW & JURISDICTION

• This Policy is governed by the laws of the Republic of India.
• Exclusive jurisdiction of courts in New Delhi, India.

12. AMENDMENT TO THE POLICY

• Bluorng reserves the right to modify, revise, suspend, or withdraw this Policy at any time. Amendments will be posted on the official website.
• Continued use of the platform after changes constitutes acceptance of revised terms.

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 concerning the subject matter. 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.