Legal

Refund & Cancellation Policy

Draft — pending owner review

This page is a draft prepared from the business owner's brief. It has not yet been reviewed or approved by Best Choice, and it has not been checked by a lawyer. It must be read, corrected and approved by the business owner — and ideally by a qualified legal advisor in India — before this site goes live. Every value shown in square brackets is still unfilled and needs a real answer.

Last updated: [DATE - TO BE SET ON PUBLICATION]

We want you to be happy with what you buy from Best Choice. This page explains when an order can be cancelled, when an item can be returned, and how a refund reaches you. Because we sell clothing, cosmetics and mobile accessories, the conditions are not the same for every category — please read the section that matches your item.

1. The short version

You can cancel an order at any time before it is dispatched.
Eligible items can be returned within 7 days of delivery.
Clothing must be unused, unwashed, and still have its original tags attached.
Cosmetics cannot be returned once opened or used.
Mobile accessories must be unused and in their original sealed packaging.
Refunds go back to the payment method you originally used, through Razorpay.
Best Choice Rewards points earned on a cancelled or refunded order are reversed.

2. Cancelling an order

An order can be cancelled at any point before it is dispatched. Once the parcel has left us, it can no longer be cancelled — you would need to return it instead, under the rules below.

To cancel, get in touch with us using the details in section 11 and quote your order number. If the order was already paid, the full amount is refunded to your original payment method.

We may also cancel an order ourselves — for example if the item turns out to be out of stock, or if the delivery address cannot be served. In that case the full amount is refunded.

3. The return window

Return requests must reach us within 7 days of the date the order was delivered. We cannot accept a request made after that, so please check your order as soon as it arrives.

4. Conditions by category

Clothing — men's, women's and kids' wear

The garment must be unused and unwashed, with the original tags still attached. It should come back in a condition we could sell again — no stains, no marks from perfume or cosmetics, no alterations, and no smell of wear. Please include any belt, spare button or other item that came with it.

Cosmetics

For hygiene and safety reasons, cosmetics cannot be returned once they have been opened or used. That includes a broken seal, a removed cap liner, a used applicator or a swatched product. Unopened cosmetics still in their intact original packaging can be returned within the 7-day window. This restriction does not affect your position if the item arrives damaged, sealed but faulty, expired, or is not what you ordered — see section 8.

Mobile accessories

The accessory must be unused and in its original sealed packaging. Once the seal is broken we cannot resell the item, so we cannot accept it back — except where it is faulty, damaged or the wrong item, which is covered in section 8. Ordering an accessory that does not fit your device model is not on its own a fault in the product, so please check compatibility before you order.

5. What we cannot take back

Clothing that has been worn, washed, altered or has had its tags removed
Cosmetics that have been opened, used, swatched or unsealed
Mobile accessories whose sealed packaging has been opened
Anything reported to us more than 7 days after delivery
Items returned without their original packaging or free gifts
Items damaged after delivery through misuse or ordinary wear
[ANY FURTHER NON-RETURNABLE ITEMS - TO BE CONFIRMED] — for example innerwear, swimwear or pierced jewellery, if the owner wants these excluded.

6. How to start a return or cancellation

Contact us within the applicable window using the details in section 11, with your order number and what you would like to do.
Tell us the reason, and send photographs if the item arrived damaged, faulty or incorrect.
We will confirm whether the item is eligible and tell you how to send it back or arrange collection.
Keep the item, its tags and its original packaging intact until the return is settled.

You can see your orders and their status on your orders page.

[RETURN METHOD - TO BE CONFIRMED] — the owner needs to confirm whether returns are collected by a courier, dropped at the Spencer Plaza branch, or posted back by the customer.

7. Refunds

Approved refunds are sent back to the original payment method through Razorpay. We cannot redirect a refund to a different card, UPI ID or bank account.
For a returned item, the refund is issued after we have received it and checked that it meets the conditions above.
Once we release the refund, how quickly it appears in your account depends on Razorpay and on your bank or UPI provider.
[REFUND PROCESSING TIME - TO BE CONFIRMED] — the owner needs to state how long a refund takes, so customers have a real expectation.
[SHIPPING CHARGES ON RETURNS - TO BE CONFIRMED] — whether the original delivery charge is refunded, and who pays return shipping when the return is not our fault.
[EXCHANGES - TO BE CONFIRMED] — whether a size or colour exchange is offered instead of a refund, and on what terms.

8. Damaged, faulty, wrong or missing items

If your parcel arrives damaged, if an item is faulty or expired, if you were sent the wrong item, or if something is missing, contact us as soon as you notice and send photographs of the item and the packaging. The category restrictions in section 4 do not stand in the way of putting this right — an opened cosmetic that was faulty or a sealed accessory that arrived broken is still our problem to fix.

[REPORTING WINDOW FOR DAMAGED OR MISSING ITEMS - TO BE CONFIRMED]

9. Best Choice Rewards on refunds

Points earned on an order that is cancelled or refunded are reversed, because the purchase they were earned on no longer stands. If a refund is partial, the points reversed correspond to the refunded amount.
Points are never earned on shipping charges — only on the value of the goods — so a refund of a delivery charge does not change your points balance.
If you had already redeemed points that are later reversed, your balance can go short until it is made up by future purchases.
Where points were redeemed against an order that is then refunded, the points used are handled as part of settling that refund. [TREATMENT OF REDEEMED POINTS ON REFUND - TO BE CONFIRMED]

The wider programme terms are in section 9 of our Terms & Conditions.

10. Store pickup orders

For an order collected at the Spencer Plaza branch, the 7-day window runs from the day you collect it, and the same category conditions apply. Please bring your order number when you come in about a return.

11. Contact us

Email: [CONTACT EMAIL - TO BE PROVIDED]
Phone: [CONTACT PHONE - TO BE PROVIDED]
Best Choice, Spencer Plaza, Chennai, Tamil Nadu, India

Nothing in this policy affects the rights you have as a consumer under Indian law.