Return Policy

1. Introduction

This Returns, Refunds & Cancellation Policy is part of our Terms and Conditions (“Terms”) and should be therefore read alongside our main Terms: Grockz.com/termsandconditions.

Please carefully review our Returns, Refunds & Cancellation Policy when purchasing our products. The policy will apply to any order you place with us.

This Policy does not limit or exclude your statutory rights as a consumer under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

2. Our Returns Philosophy

We stand behind the quality of every Grockz product. While apparel is an intimate, personal-fit product and we do not accept returns for change of mind, we offer:

· Size Exchanges — if the size does not fit, we will exchange it for the correct size (subject to availability and conditions below);

· Replacements — for products that arrive damaged, defective, or incorrect;

· Refunds — If the requested size is not available after 30 days, we will issue a full refund to the original payment method.

3. Size Exchange Policy

Customers can avail to exchange their purchased Grockz product with a different size within 3 days of delivery. This is a chargeable service.

3.1 Eligibility for Size Exchange

A size exchange request will be accepted only if all the following conditions are met:

· The request is raised within 3 days of the date of delivery;

· The product is unworn, unwashed, and unaltered;

· All original tags, labels, and packaging are intact and attached;

· The product has no signs of use, stains, odours, or damage caused after delivery;

· The request is accompanied by the original order confirmation and a photograph of the product as received

3.2 Non-Eligible Cases for Size Exchanges

Products where tags, size labels, or hygiene seals have been removed;
Products that have been worn, washed, altered, or damaged after delivery;
Products marked as 'Final Sale', 'Non-Exchangeable', or part of a clearance promotion;
Requests raised after 3 days of the confirmed delivery date.

3.3 Exchange Process

To initiate a size exchange:

· Email grockzwear@gmail.com or call 1800 833 8433 within 3 days of delivery;

· Share your Order ID, the size received, the size required, and a photograph of the product with tags;

· We will verify and approve the exchange within 3 working days;

· Upon approval, you will be required to ship the product back to our address (return shipping charges are borne by the customer for size exchange requests);

· Once we receive and inspect the product (3–5 working days), the replacement size will be dispatched.

Exchanges are subject to stock availability in the requested size. If the requested size is not available, we will replace when stock is available.

If the requested size is not available after 30 days, we will issue a full refund to the original payment method.

4. Replacement Policy (Damaged/ Defective/ Incorrect Item)

4.1 Eligible Cases

We will replace a product at no cost to you if:

· The product is received in a physically damaged condition (due to shipping);

· The product has a manufacturing defect (e.g., stitching defect, fabric flaw, print defect);

· An incorrect item (wrong product or wrong colour) has been delivered;

· A component of the product (e.g., accessories, packaging) is missing.

4.2 Mandatory Proof Requirement

For all replacement requests, you must provide:

· A complete, unbroken unboxing video starting from the sealed, intact packaging- clearly showing the shipping label, seal, and the product issue;

· Clear photographs of the damage or defect;

· Your Order ID and contact details.

Replacement requests without a valid unboxing video may be declined. The unboxing video must be recorded in one continuous shot without interruption, from the moment the sealed package is first opened.

4.3 Reporting Timeframe

All damage, defect, or incorrect item claims must be reported within 48 hours of confirmed delivery. Claims submitted after this period may not be accepted except where otherwise required by law.

Submit your claim with all required proof to: grockzwear@gmail.com

4.4 Replacement Process

Once your replacement request is verified and approved:

· A replacement product will be dispatched within 5–7 working days, subject to availability;

· Only one replacement per order/product will be provided.

5. Refund Policy

5.1 When Refunds Are Issued

Refunds are issued only in the following limited circumstances:

· A replacement or exchange is approved but the requested product/size is out of stock and cannot be fulfilled within 30 working days;

· An order is cancelled by us before dispatch (e.g., payment failure, stock unavailability, pricing error);

· A prepaid order has been cancelled by the customer within the eligible cancellation window.

5.2 Non-Refundable Cases

· Change of mind after dispatch;

· Size dissatisfaction where size exchange was not pursued within the eligible window;

· Products damaged after delivery due to customer misuse or improper care;

· Products returned without prior approval and in violation of this Policy.

6. Cancellation Policy

6.1 Cancellation Before Dispatch

You may cancel your order within 24 hours of placement, provided the order has not yet been dispatched.

To cancel: Call 1800 833 8433 or email grockzwear@gmail.com immediately with your Order ID.

6.2 Cancellation After Dispatch

Once an order has been dispatched and a tracking ID has been generated, it cannot be cancelled. You may initiate a return or exchange request after delivery, subject to this Policy.

6.3 Company-Initiated Cancellation

We reserve the right to cancel any order at our discretion in the following circumstances:

· Stock unavailability after order confirmation;

· Payment failure or fraud suspicion;

· Manifest pricing or listing error;

· Inability to deliver to the specified address.

In all such cases, a full refund will be issued to the original payment method within 5–7 working days. We will notify you by email/SMS at the time of cancellation.

7. Request Process

· Email grockzwear@gmail.com or call 1800 833 8433 with your Order ID and reason.

· Attach all required documents: unboxing video (for damage/defect), photograph, and order confirmation.

· Our team will review your request and respond withing 3 working days.

· If approved, follow the instructions provided (return shipping or await pick-up confirmation).

· Replacement / exchange / refund processed after receipt and inspection of returned product (3–5 working days).

8. Conditions Applicable to All Returns & Exchanges

· Products must be in their original, unused condition with all tags and labels intact;

· Grockz products must not have been subjected to alteration, tailoring, or embroidery after delivery;

· We reserve the right to reject any request that does not comply with this Policy or where the evidence submitted is inconsistent, incomplete, or appears fraudulent;

· Approved exchanges/replacements are subject to stock availability;

· Decisions on exchange/replacement/refund eligibility are at the discretion of Grockz, subject to your statutory rights under applicable law.

9. Shipping & Delivery Conditions

Orders are processed and delivered in accordance with our Shipping Policy.

For detailed information on shipping charges, timelines, tracking, and delivery conditions, please refer to:

Grockz.com/shippingpolicy

By placing an order, you agree to the terms outlined in the Shipping Policy.

10. Grievance Redressal

If you are dissatisfied with the resolution of your return, exchange, or refund request, please contact:

· Grievance Officer: Mousumi Panja

· Email: grockzwear@gmail.com

· Phone: 1800 833 8433