Return, Refund & Exchange Policy

At Ornamart, we want every purchase to be a great experience. This policy explains when returns, refunds, and exchanges are accepted, and how the process works.

1. Complaint Window

All complaints must be raised within 2 days (48 hours) of delivery. Complaints raised after this window will not be accepted, except in cases of proven courier delay in delivery notification.

2. Unboxing Video — Mandatory Requirement

The video must:

• Start before the package is opened — outer packaging must be visible and intact at the start.
• Continuously record the full unboxing without cuts or pauses.
• Clearly show the item(s) received and any damage or discrepancy.

Without an unboxing video, we are unable to process damage or wrong-item claims. This protects both you and the seller from fraudulent claims.

3. Accepted Reasons for Return / Refund

We accept returns and refund requests only in the following cases:

Reason	Eligible?
Item damaged or broken on delivery	✓ Yes
Wrong item received (wrong product, colour, or quantity)	✓ Yes
Item materially does not match the listing description or images	✓ Yes
Item not received (lost in transit)	✓ Yes

4. Reasons NOT Accepted for Return / Refund

The following are not valid reasons for a return or refund:

Reason	Eligible?
Change of mind after purchase	✗ No
Dislike of the product after receiving it	✗ No
Size or colour preference (if the correct size/colour was delivered as ordered)	✗ No
Minor colour variations due to photography or screen display	✗ No
Product worn, used, or altered after delivery	✗ No

We encourage you to review product photos, descriptions, and dimensions carefully before placing an order.

5. How to Raise a Complaint

1. Open the Ornamart app.
2. Go to My Orders → select the order → tap Raise a Complaint.
3. Select the reason and upload your unboxing video and any supporting photos.
4. Submit the complaint within 2 days of delivery.

Our team will review your complaint and respond within 2 business days.

6. Return Process

If your return is approved:

• We will arrange a reverse pickup from your delivery address.
• Please keep the item in its original packaging.
• Once the item is received and inspected by the seller, your refund will be processed.

In some cases, the seller may choose to let you keep the item and still issue a refund (for low-value items where reverse shipping is not practical).

7. Refund Process

• Approved refunds are processed within 7–14 business days from the date of approval.
• Refunds are credited back to the original payment method (UPI, card, net banking, etc.) used at the time of purchase.
• You will receive a notification once the refund is initiated.

Refund timelines may vary slightly depending on your bank or payment provider.

8. Exchanges

We currently do not offer direct exchanges. If you received a wrong or defective item, please raise a return request and place a new order for the correct item.

9. Items Not Eligible for Return

• Items that have been worn, used, washed, or altered.
• Items returned without original packaging (where applicable).
• Items returned without a valid unboxing video for damage/wrong-item claims.
• Complaints raised after the 2-day window.

10. Contact Us