Return, Refund & Replacement Policy

This policy outlines return, refund, and replacement terms for products purchased or rented through NOTOXIC® Universe. Policies vary by brand and product type to align with our commitment to sustainability and circular economy principles.

1. Retail Returns

This section applies to retail purchases from OneSea, Sustainable Clothing™ (retail), HeartQuench, and other retail brands. Return policies ensure product quality and customer satisfaction while maintaining sustainability standards.

1.1 Return Window and Eligibility

Return Window: 7 days from the date of delivery (not order date). Return requests must be initiated within this window.

Eligible Return Reasons:

Defective Products: Manufacturing defects, quality issues, or products not functioning as intended
Damaged Products: Items damaged during shipping or delivery (visible damage must be reported within 24 hours)
Incorrect Items: Wrong product, size, color, or variant received
Size or Fit Issues:Apparel that doesn't fit (subject to return requirements)
Products Not Matching Description: Significant differences from product description, images, or specifications
Missing Items: Incomplete orders or missing components

1.2 Return Requirements

To be eligible for return, products must meet the following requirements:

Unused Condition: Product must be unused, unwashed, and unworn (except for size/fit returns where minimal try-on is acceptable)
Original Packaging: Original packaging, tags, labels, and all accessories must be included and intact
Proof of Purchase: Order confirmation, invoice, or receipt required
Return Request: Return request must be initiated within the 7-day return window through your account or customer support
Product Condition: Product must be in resalable condition (exceptions for defective/damaged items)

1.3 Brand-Specific Return Policies

OneSea:7-day return window. Baby and children's products must be unopened and in original sealed packaging for hygiene reasons.

Sustainable Clothing™ (Retail): 7-day return window. Apparel must be unworn with tags attached.

HeartQuench: 7-day return window. Subscription items may have different return terms (see subscription terms).

1.4 Made-to-Order and Custom Products

Made-to-order and custom products are generally non-returnable unless:

Product is defective or damaged
Incorrect item was delivered
Product significantly differs from agreed specifications

Exceptions may be made on a case-by-case basis for quality issues. Contact customer support for custom order returns.

1.5 Marketplace Brands

Return policies for marketplace brands may vary based on vendor terms:

Specific return terms are displayed on product pages
Return windows may vary (typically 5-7 days)
Some marketplace items may be non-returnable
Return process is handled through NOTOXIC® Universe customer support

Check product page and checkout for specific return terms before purchasing.

2. Rental Returns

Rental returns are governed by separate rental terms. Key points:

Rental items must be returned by the agreed return date
Items must be returned in the same condition as received
Late returns incur additional charges
Damage, loss, or theft liability applies as per rental agreement
Security deposit refunded after inspection (minus any charges)

For detailed rental return terms, contact the legal team at [email protected].

3. B2B Non-Returnable Rules

B2B orders are generally non-returnable due to:

Custom specifications and corporate branding
Bulk order processing and inventory management
Corporate supply agreement terms

Exceptions:

Defective products (replacement or refund)
Incorrect fulfillment (wrong items or quantities)
Quality issues not meeting agreed specifications

B2B return requests must be raised within 48 hours of delivery and are subject to approval. Terms are specified in individual B2B Corporate Supply Agreements.

4. Defective, Damaged, and Incorrect Products

4.1 Defective Products

If you receive a defective product (manufacturing defects, quality issues, or non-functioning items):

Contact customer support immediately (within 7 days of delivery)
Provide order number, product details, and description of defect
Upload photos or videos showing the defect
We will arrange replacement or full refund (your choice)
Return shipping is free for defective products

4.2 Damaged Products

If you receive a damaged product:

At Delivery: Do not accept delivery if damage is visible at the time of delivery. Refuse the package and contact us immediately.
After Delivery: If damage is discovered after accepting delivery:
- Do not use or wear the damaged product
- Take clear photographs of the damaged product and packaging
- Contact customer support within 24 hours of delivery
- Provide order number, photos, and detailed description of damage
Resolution: We will arrange for replacement or full refund at no additional cost. Return shipping for damaged products is free.

4.3 Incorrect Items Received

If you receive the wrong product, size, color, or variant:

Contact customer support immediately (within 7 days of delivery)
Provide order number and details of what was ordered vs. what was received
Upload photos of the incorrect item
We will arrange for:
- Replacement with correct item (if available)
- Full refund if replacement is not available
- Exchange for different size/color (if preferred)
Return shipping is free for incorrect items

4.4 Missing Items

If your order is incomplete or items are missing:

Contact customer support immediately with order number
We will verify and arrange for missing items to be shipped
If items are out of stock, we will provide full refund for missing items
No return required for missing items

5. Return Shipping Responsibilities

5.1 Free Return Shipping

Return shipping is free for:

Defective or damaged products
Incorrect items received
Products not matching description

5.2 Customer-Paid Return Shipping

Return shipping charges apply for:

Size or fit issues (apparel)
Change of mind returns (where applicable)
Returns initiated after the return window

Return shipping charges are deducted from the refund amount.

6. Refund Process and Timelines

6.1 Refund Processing Steps

Refunds are processed in the following sequence:

Return Request Approval: Your return request is reviewed and approved (typically within 24-48 hours)
Product Return: Returned product is received at our facility (3-7 business days after shipping)
Quality Inspection: Product undergoes quality check to confirm return eligibility (1-2 business days)
Refund Approval: Refund is approved if product meets return requirements
Refund Processing: Refund is initiated to your original payment method or as requested
Refund Credit: Refund appears in your account (timeline varies by payment method)

6.2 Refund Methods and Timelines

Refunds are processed to the original payment method unless otherwise requested:

Credit/Debit Cards: 7-10 business days after refund approval (includes bank processing time)
UPI: 3-5 business days after refund approval
Net Banking: 5-7 business days after refund approval
Wallets: 2-3 business days after refund approval
Cash on Delivery (COD): Bank transfer to registered account (5-7 business days after refund approval)
Store Credit/Wallet: 1-2 business days (instant for eligible cases)

6.3 Refund Amount

Refund amount includes:

Product price (as paid)
Original shipping charges (if product was defective, damaged, or incorrect)

Refund amount excludes:

Return shipping charges (for size/fit or change of mind returns)
Original shipping charges (for size/fit returns)
Any discounts or promotions that are no longer valid

6.4 Refund Delays

Refunds may be delayed due to:

Bank processing times (varies by bank and payment method)
Quality inspection requiring additional review
Product condition not meeting return requirements
Missing documentation or information
Public holidays or weekends

We will notify you of any delays and provide updated timelines. Contact us if refund is not received within the stated timeline.

6.5 Refund Reversals

In rare cases, refunds may be reversed if:

Product condition does not meet return requirements upon inspection
Returned product differs from what was ordered
Fraudulent return activity is detected

We will notify you if a refund reversal is necessary and explain the reason.

7. Replacement Policy

Replacements are offered as an alternative to refunds for eligible return reasons. You can choose replacement or refund when initiating a return request.

7.1 Replacement Eligibility

Replacements are offered for:

Defective Products: Same product replacement, or different size/color if preferred (subject to availability)
Incorrect Items: Replacement with correct product, size, color, or variant
Damaged Products: Replacement with same product (subject to availability)
Missing Items: Replacement of missing components or items

7.2 Replacement Process

Return Request:Initiate return request and select "Replacement" as preferred resolution
Approval: Return request is reviewed and approved (typically within 24-48 hours)
Product Return: Return defective/incorrect/damaged product (return shipping is free)
Quality Inspection: Returned product is received and inspected (1-2 business days)
Replacement Processing: If replacement is available, new product is shipped immediately (free shipping)
Alternative Resolution: If replacement is unavailable, refund is processed automatically

7.3 Replacement Options

When requesting replacement, you can choose:

Same Product: Exact replacement of the returned item
Different Size: Replacement with different size (if available)
Different Color: Replacement with different color (if available)
Different Variant: Replacement with different variant (if available)

7.4 Replacement Shipping

Replacement shipping is always free
Replacement is shipped using standard delivery (express upgrade available at cost)
Replacement delivery timeline follows standard shipping policy
You will receive tracking information for replacement shipment

7.5 Replacement Unavailability

If replacement is not available:

We will notify you immediately
Full refund will be processed automatically (to original payment method)
You can choose store credit if preferred
Refund timeline follows standard refund policy

7.6 Multiple Replacements

If replacement is also defective, damaged, or incorrect:

You can request another replacement or opt for refund
We will investigate quality issues if multiple replacements fail
Full refund will be offered if product quality cannot be guaranteed

8. Non-Returnable Items and Exceptions

The following items are non-returnable under standard return policy (exceptions noted):

8.1 Always Non-Returnable

Personalized or Monogrammed Products: Items customized with names, initials, or personal messages (unless defective)
Gift Cards and Digital Products: Non-refundable and non-returnable
Intimate Apparel: Undergarments, swimwear (hygiene reasons, unless defective or incorrect)
Consumables: Food items, beverages, or consumable products (unless defective or expired)
Products Damaged by Customer: Items damaged due to misuse, wear, accidents, or improper care
Products Without Original Packaging: Items missing original tags, labels, packaging, or accessories (unless defective)

8.2 Conditionally Non-Returnable

Made-to-Order Items: Non-returnable unless defective, incorrect, or significantly different from specifications
Custom Corporate Orders (B2B): Non-returnable per B2B agreement (exceptions for defective or incorrect items)
Items Returned After Window: Products returned after 7-day window (may be eligible for Plan C instead)
Used or Worn Products: Items that have been used, worn, or washed (may be eligible for Plan C)
Final Sale Items:Products marked as "Final Sale" or "Non-Returnable" at time of purchase

8.3 Exceptions for Defective/Incorrect Items

Even non-returnable items can be returned if:

Product is defective or has manufacturing defects
Incorrect item was delivered
Product significantly differs from description or specifications
Product is damaged during shipping (reported within 24 hours)

8.4 Plan C Alternative

Items that don't qualify for standard returns may be eligible for Plan C:

Used or worn products
Items outside return window
Products without original packaging
Items that don't meet standard return requirements

Plan C accepts products in any condition and provides credits or donation options. See Section 9 for Plan C details.

9. Plan C Circular Economy Program

Plan C is our circular economy take-back program that ensures nothing goes to waste. Instead of traditional returns, eligible NOTOXIC® products can be returned through Plan C for quality assessment, credits, or donation. This program is separate from standard return/refund processes and focuses on sustainability and circular economy.

9.1 Plan C Eligibility

Plan C accepts returns of:

NOTOXIC® Universe products (all brands)
Used products in any condition (excellent, good, fair, or poor)
Products purchased from NOTOXIC® Universe or other sources
Items that may not qualify for standard returns (used, worn, or outside return window)

9.2 Plan C Process

Initiate Return:Log in to your account and select "Plan C Return" from your dashboard
Product Details: Provide product information, condition, and photos
Return Type Selection:Choose "Credit" or "Donation"
- Credit: Receive credits for future purchases based on product condition and quality grade
- Donation:Donate items to NOTOXIC® Future Foundation programs (water, women's empowerment, agriculture)
Logistics: Schedule pickup or drop off at designated location (free pickup available in select cities)
Quality Assessment: Our team performs professional quality check and grading (A-D)
Processing: Items are processed based on grade and your selection

9.3 Quality Grading System

Products are graded on a scale of A-D:

Grade A (Excellent): Like new, minimal wear, highest credit value (typically 40-60% of original value)
Grade B (Good): Good condition, minor wear, good credit value (typically 25-40% of original value)
Grade C (Fair): Fair condition, visible wear, moderate credit value (typically 10-25% of original value)
Grade D (Poor): Poor condition, significant wear, minimal credit or donation only (typically 0-10% of original value)

9.4 Credit Calculation

Credits are calculated based on:

Product condition and quality grade
Original purchase value
Product category and demand
Current market value

Credits are issued to your account wallet and can be used for future purchases. Credits do not expire.

9.5 Logistics Reimbursement

For every Plan C return, you receive:

₹100 logistics reimbursement (credited to your account)
Free pickup service (in select cities)
Free drop-off at designated locations

9.6 What Happens to Returned Items

Based on quality grade, items are processed as follows:

Resale: Grade A and B items are cleaned, refurbished (if needed), and resold
Refurbishment: Grade C items may be refurbished and resold or component-recovered
Donation:Items donated to NOTOXIC® Future Foundation support water, women's empowerment, and agriculture programs
Recycling: Items that cannot be resold or donated are responsibly recycled (nothing goes to waste)

9.7 Plan C vs Standard Returns

Use Standard Returns For:

Defective, damaged, or incorrect products (within 7 days)
Unused products in original condition
Full refund or replacement needed

Use Plan C For:

Used products or products outside return window
Products you no longer need but want to keep in circulation
Receiving credits for future purchases
Supporting circular economy and sustainability
Donating to NOTOXIC® Future Foundation programs

You can choose either standard returns or Plan C based on your needs and product condition.

10. How to Initiate a Return

10.1 Online Return Request

Step-by-Step Process:

Log In:Access your account and navigate to "My Orders" or "Order History"
Select Order: Find the order containing the item you want to return
Initiate Return:Click "Return" or "Request Return" button for the specific item
Select Reason: Choose the reason for return from the dropdown menu (defective, damaged, incorrect, size/fit, etc.)
Provide Details: Add description, comments, or additional information
Upload Photos: Upload clear photos if product is damaged, defective, or incorrect (required for certain return reasons)
Select Resolution: Choose replacement, refund, or store credit (options vary by return reason)
Submit Request: Review and submit your return request
Wait for Approval: You will receive email confirmation and approval notification (typically within 24-48 hours)
Receive Return Label: If approved, you will receive return shipping label via email (for free returns) or instructions for self-shipping
Package Product: Securely package the product with original packaging, tags, and accessories
Ship or Arrange Pickup: Use provided return label to ship, or arrange pickup if available

10.2 Return via Customer Support

You can also initiate returns by contacting customer support:

Email: [email protected] with subject "Return Request - [Order Number]"
Phone: Call customer support during business hours
Chat: Use in-app or website chat support

Provide order number, product details, return reason, and photos (if applicable). Our team will process your request and provide return instructions.

10.3 Return Packaging Requirements

When packaging your return:

Use original packaging if available, or secure packaging to prevent damage
Include all original tags, labels, and accessories
Include original invoice or order confirmation (if requested)
Securely seal the package
Attach return label clearly (if provided)
Do not write on or damage the original packaging

10.4 Return Tracking

Once you ship your return:

You will receive tracking information via email
Track your return through your account dashboard
You will be notified when we receive your return
Quality inspection status will be updated in your account
Refund or replacement status will be communicated

11. Contact Us

For return, refund, or replacement inquiries:

NOTOXIC® Universe
Email: [email protected]
Support Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST