Refund policy
If you're owed money, we send it back to the same account or card you paid from. Here is when that happens and how long it takes.
When you get a refund
| Situation | Refund |
|---|---|
| You cancel before pickup | Full amount |
| We can't pick up, or we cancel before dispatch | Full amount |
| Actual weight or size at pickup is lower than quoted | The difference |
| Parcel stopped and returned to you before it leaves India | Amount paid minus pickup and return costs |
| You were charged twice, or more than your quote | The extra amount |
| Parcel lost or damaged in our care | See "Lost or damaged parcels" below |
When there's no refund
- The shipment has been dispatched from India (it can't be cancelled at that point).
- Delays from customs, weather, holidays, or an incorrect or incomplete address. Delivery times are estimates.
- Duties, taxes or penalties charged by the destination country's customs.
- The receiver refuses the parcel or can't be reached, or the parcel is held because the contents were misdeclared.
If the weight is higher at pickup
If the parcel's actual or volumetric weight is higher than what was quoted, we tell you the difference before dispatch. You can pay it, or cancel for a full refund.
Lost or damaged parcels
Tell us within 7 days of delivery (for damage) or within 7 days of the latest expected delivery date (for loss), with photos and the invoice. We investigate with the carrier. If the claim is accepted, we compensate up to the declared invoice value of the affected items, together with the shipping charge for them. Parcels must be packed suitably for air transport to be covered.
How long refunds take
- We start the refund within 2 working days of approving it.
- Refunds are processed through Razorpay to your original payment method. The money usually reaches you within 5 to 7 working days, depending on your bank.
- We share the refund reference on WhatsApp so you can follow it up with your bank.
Ask for a refund
Message us on WhatsApp +91 81520 24005 or email ceo@ozumax.com with your quote reference and the reason. See also our cancellation policy.