Placing an order on puroque.com is straightforward. Browse our catalogue or use the search bar to find the product you want. Click on the product to open its listing page, where you will find the full description, images, price, and available variants such as size, colour, or quantity. Select your preferred variant and click the Add to Cart button.

When you are ready to purchase, go to your cart and click Proceed to Checkout. Enter your delivery address and contact details, choose your preferred payment method, review your order summary, and confirm the purchase. You will receive an order confirmation email immediately after your order is placed. This email contains your order number and a summary of what you ordered — keep it for your records.

Order modifications are only possible if your order has not yet been dispatched from our facility. Once an order is packed and handed to our courier partner, we are unable to make changes to it.

If you need to change the delivery address, swap a product variant, or adjust the quantity, please contact us as quickly as possible — ideally within 1 to 2 hours of placing the order — at support@puroque.com or call us at +91 89206 17282. Our operations team processes orders within 1 to 2 business days, so acting quickly gives us the best chance of making the change before dispatch.

An order confirmation email is sent automatically to the email address you provided at checkout immediately after your order is placed. If you have not received it, please take the following steps:

• Check your spam, junk, or promotions folder — confirmation emails sometimes get filtered.
• Verify that you entered the correct email address at checkout. A small typo can redirect the email elsewhere.
• Wait up to 15 minutes, as there can occasionally be a short delay in email delivery.
• If you still have not received it after 15 minutes, contact us at support@puroque.com with the name and email address you used at checkout. We will look up your order and resend the confirmation.

Yes, every product sold on puroque.com is genuine and sourced directly from established manufacturers, authorised distributors, or reputed brands. We do not sell counterfeit, replica, or grey-market products under any circumstances.

Puroque is a registered Indian private limited company (Roziyo Trading Private Limited, CIN: U52609UP2020PTC126907) that purchases products from suppliers who provide valid GST-compliant purchase invoices. This means our supply chain is fully documented and traceable. If you ever receive a product that you suspect is not genuine, contact us immediately and we will investigate and resolve it.

Yes. A proper GST tax invoice is issued for every single order placed on puroque.com — no exceptions. The invoice is sent to your registered email address and is also included in the shipment. All prices on our website are inclusive of GST, so the invoice reflects exactly what you paid.

Our GSTIN is 09AAKCR0819D1ZG under Roziyo Trading Private Limited. Business buyers who wish to claim Input Tax Credit (ITC) should ensure that their registered GSTIN is entered correctly at checkout. Please verify your GSTIN before placing the order, as amendments to tax invoices post-issuance are subject to statutory limitations.

Our order cut-off time is 11:00 AM Australian Western Standard Time (AWST / GMT+8:00), which corresponds to 8:30 AM India Standard Time (IST / GMT+5:30) on the same calendar day.

Orders placed before this cut-off time on a business day (Monday to Saturday) will begin processing on the same day. Orders placed after the cut-off time, or on a Sunday or public holiday, will begin processing on the next business day.

Our standard order processing time is 1 to 2 business days. After processing, your order is packed and handed to our courier partner, at which point you will receive a shipping confirmation email with your tracking number.

We ship exclusively within India. We currently do not offer international shipping to any country outside India. If you are located outside India and wish to place an order, we are unable to fulfil it at this time.

Within India, we deliver to all major cities, towns, and most pin codes across all states and union territories — including remote areas serviced by our logistics partners. If you are unsure whether we can deliver to your specific pin code, please contact us at support@puroque.com before placing your order.

All orders are shipped from our registered office and fulfilment facility located at:

This is our single dispatch location. All orders are packed and handed to our courier partners from this address. The sender name on your package will appear as Puroque or Roziyo Trading Private Limited.

Here is the complete timeline from the moment you place your order to the moment it arrives at your door:

• Order Processing Time: 1 to 2 business days (Monday to Saturday) from when your order is placed. This includes payment verification, stock confirmation, packing, and handover to the courier.
• Delivery Time: 3 to 5 business days (Monday to Saturday) from the date of dispatch — that is, after the order has been collected by the courier.

In total, you can expect your order to arrive within 4 to 7 business days from the date of purchase under normal circumstances.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a direct link to track your parcel in real time. You can click the link in the email or visit the courier partner's tracking portal and enter your tracking number manually.

Tracking information may take up to 12 to 24 hours to become active on the courier's system after dispatch, as the parcel needs to be scanned at the courier's first collection point. If your tracking link shows no updates within 24 hours of receiving your shipping confirmation email, please contact us and we will investigate.

We offer free shipping on orders above our stated free shipping threshold. For orders below the threshold, a flat shipping charge applies, which is displayed clearly on the cart page and at checkout before you confirm payment. There are no hidden delivery charges added at the final step.

The applicable shipping charge (if any) is always shown to you before you complete your purchase. The price you see at checkout is the exact total you pay — inclusive of GST and any delivery fee.

A tracking pause of 24 to 48 hours is relatively common and usually happens when a parcel is in transit between two courier sorting facilities. This does not mean your parcel is lost — it simply means it has not been scanned at a new location yet.

However, if there has been no tracking update for 5 or more consecutive business days after dispatch, or if your order has not been delivered within 10 business days of the estimated delivery date, please contact us at support@puroque.com with your order number and tracking number. We will raise a formal investigation with the courier partner on your behalf within 1 business day.

If the parcel is confirmed as lost by the courier, we will either reship your order at no charge (subject to stock availability) or issue a full refund — whichever you prefer.

If the courier attempts delivery and no one is available to receive the parcel, they will typically leave a delivery attempt notification — either via SMS, a missed delivery slip, or an update in the tracking system. Most courier partners make up to 2 to 3 delivery attempts before returning the parcel to the sender.

If you missed a delivery attempt, you can usually contact the courier directly using the details in your tracking update to reschedule delivery or arrange a self-pickup from their nearest facility. The courier's contact information is typically available through the tracking link sent to you.

We offer a 30-calendar-day return window from the date your order is marked as delivered. This means you have 30 full days — including weekends and public holidays — from the delivery date to initiate a return request for any eligible item.

To be eligible for a return, the item must be:

• In its original, unused, and unaltered condition as received.
• In its original factory packaging with all tags, labels, seals, and stickers intact.
• Accompanied by all accessories, manuals, warranty cards, and any bundled items included with the original order.
• Covered by a valid proof of purchase (your order confirmation or order number).
• Returned with prior written approval from our support team — we provide a free pre-paid return shipping label once your return is approved.

Return shipping is completely free for all approved returns. We do not charge any restocking fee. For the full details including category-specific conditions, please visit our Return and Refund Policy page.

Starting a return is simple. Please follow these steps:

1. Contact us within 30 days of delivery: Email support@puroque.com or reach us via live chat on puroque.com. Include your order number, the name of the item you wish to return, your reason for returning it, and clear photographs of the product in its current condition.
2. Receive our decision: Our team will review your request within 2 business days. If approved, we will send you a free pre-paid return shipping label along with packing instructions. If the request is not approved, we will explain the reason clearly in writing.
3. Pack and ship: Pack the item securely in its original packaging, attach the return label to the outside of the package, and drop it off at the courier location specified on the label or schedule a pickup. Retain your drop-off receipt until your refund is confirmed.
4. Inspection and refund: Once we receive and inspect the returned item, we will process your refund within 7 business days of approval.

Yes, we accept exchanges within the same 30-calendar-day window from the delivery date. You can exchange your item for the same product in a different size, colour, or variant, or for a different product of equal or lesser value from our current catalogue.

If you want to exchange for a product of higher value, we will ask you to pay the price difference before dispatching the new item. If you exchange for a product of lesser value, the difference will be refunded to your original payment method within 7 business days.

Exchange shipping back to us is free using our pre-paid return label. We also ship the exchange item to you at no additional delivery charge (for equal or lesser value exchanges). Each order is entitled to one exchange under our standard policy.

To initiate an exchange, email support@puroque.com with your order number, the item you want to exchange, and what you would like in return. The same eligibility conditions as returns apply — the item must be unused, in original packaging, with all tags and parts intact.

The following items are not eligible for return under our standard policy:

• Items that have been used, worn, washed, assembled, installed, or show any signs of use.
• Beauty and personal care products that have been opened or used (unless found to be defective, unsafe, or tampered).
• Plants — reported after 48 hours of delivery (plants must be reported as Dead on Arrival within 48 hours of delivery with photographs).
• Safety-critical baby products that have been opened or used, such as feeding items, car seats, or teethers (unless defective).
• Items with removed, damaged, or missing original tags, labels, or factory seals.
• Items with missing accessories, parts, manuals, warranty cards, or original packaging.
• Items damaged by the customer after delivery through misuse or neglect.
• Items returned after the 30-calendar-day window (except for valid defect or warranty claims).
• Items marked as Final Sale or non-returnable at the time of purchase.
• Items returned without prior written approval and a return label from our support team.

If you are unsure whether your item qualifies for a return, contact us before sending anything back and we will advise you.

We sincerely apologise if your order arrived in poor condition or was incorrect. Please contact us within 48 hours of delivery at support@puroque.com with the following:

• Your order number.
• Clear photographs of the damaged, defective, or incorrect item, including the outer packaging.
• A brief description of the issue.

Once we receive your report, we will treat it as a priority case. We will either arrange a free return pickup and send you a replacement, or issue a full refund — your choice. These cases are not tied to the standard 30-day window as long as they are reported promptly after delivery.

Return shipping is completely free for all approved returns. Once your return request is approved, we send you a pre-paid return label by email. You print it, attach it to the package, and drop it off at the designated courier location — no cost to you at any point.

We also charge zero restocking fees — ever. Your refund will always be the full amount you paid for the product, with no deductions for processing, handling, or restocking. This applies to all product categories, all order values, and all return reasons.

Once your returned item is received at our facility and passes inspection, your refund will be fully processed and credited to your original payment method within 7 business days of approval. Here is the complete timeline:

• Return request reviewed and approved: Within 2 business days of your request.
• Item received at our facility after you ship it: 3 to 5 business days (courier transit time).
• Item inspected and refund approved: Within 2 business days of receiving the item.
• Refund credited to your account: Within 7 business days of inspection approval.

You will receive an email confirmation the moment your refund is initiated from our side. The exact date on which the credit appears in your account depends on your bank or payment provider's internal processing time, which is outside our control.

All refunds are returned to the original payment method used at checkout. Here is what to expect for each payment type:

• Credit Card / Debit Card: Refunded to the same card used at checkout. It will appear on your next billing statement or within the billing cycle, depending on your card-issuing bank.
• UPI (GPay, PhonePe, Paytm UPI, etc.): Refunded directly to the UPI-linked bank account. Typically reflects within 3 to 5 business days of us initiating the refund.
• Net Banking: Refunded to the bank account used at checkout via NEFT or IMPS, typically within 3 to 7 business days.
• Digital Wallets (Paytm Wallet, MobiKwik, etc.): Refunded to the same wallet, typically within 1 to 3 business days.
• Cash on Delivery (COD): Refunded via bank transfer or UPI to the account details you provide through our secure refund form. See below for the full COD refund process.

Since COD payments are collected in cash by the delivery agent and are not linked to any online payment account, we cannot reverse them automatically. Here is how COD refunds work:

1. Initiate your return request by contacting us at support@puroque.com within 30 days of delivery.
2. Once your return is approved, we will send you a secure refund form via email. You will need to provide either your bank account number and IFSC code, or your UPI ID.
3. Ship the item back using our free pre-paid return label.
4. After we receive and inspect the item, we will transfer the full refund amount to your bank account or UPI ID within 7 business days of approval.

If 7 business days have passed from the date of our refund confirmation email and the amount has not appeared in your account, please take these steps before contacting us:

1. Check your bank statement, passbook, or payment app transaction history carefully — refunds sometimes appear under a different transaction description or reference code.
2. Contact your bank or payment provider directly and ask them to check for any pending credit transactions on your account linked to Puroque or Roziyo Trading Private Limited.
3. For UPI or wallet refunds, check the full transaction history in the app, including the "Received" or "Credits" section.

If you have done all of the above and the refund is still not visible, please email us at support@puroque.com with your order number and a copy of our refund confirmation email. We will investigate with our payment partner and resolve it as quickly as possible.

We accept a wide range of payment methods so that you can pay in whatever way is most convenient for you:

• Credit Cards — Visa, Mastercard, American Express, RuPay
• Debit Cards — all major Indian bank debit cards
• UPI — Google Pay, PhonePe, Paytm, BHIM, and any UPI-enabled app
• Net Banking — all major Indian banks
• Digital Wallets — Paytm Wallet, MobiKwik, and others
• Cash on Delivery (COD) — available for eligible pin codes across India
• Buy Now Pay Later (BNPL) — available through supported providers at checkout, where offered

All online payments are processed through our RBI-regulated payment gateway partner using PCI-DSS-compliant, 256-bit SSL-encrypted infrastructure. We do not store your card number, CVV, or banking credentials on our systems at any point.

Yes. Your payment and personal information are fully protected when you shop on puroque.com. Here is what we have in place:

• 256-bit SSL encryption on every page of our website — not just at checkout. The padlock in your browser address bar confirms this is active.
• PCI-DSS Level 1 compliant payment processing through our gateway partner. This is the highest level of payment security certification in the industry.
• We never see or store your card number, CVV, or banking credentials. These are entered and processed directly within the payment gateway's secure environment.
• Our website is hosted on Shopify's ISO 27001-certified infrastructure, which maintains industry-leading physical and digital security standards.

If you ever receive a suspicious email, call, or message claiming to be from Puroque and asking for payment details, OTPs, or card information, do not respond. We will never ask for such information outside of the official checkout process on puroque.com.

This situation — where money is deducted but the order is not confirmed — is typically caused by a temporary communication error between your bank and the payment gateway during transaction processing. In almost all cases, the amount is automatically reversed to your account within 5 to 7 business days by your bank without any action needed from your end.

However, please do the following immediately:

1. Do not attempt the payment again before contacting us — you may end up being charged twice.
2. Check your email for an order confirmation. If no confirmation email arrived, the order was likely not placed successfully in our system.
3. Email us at support@puroque.com with your name, the email address used at checkout, the approximate date and time of the payment attempt, and the amount deducted. We will investigate and respond within 2 business days.

Yes, you can cancel your order at no cost if it has not yet been dispatched from our facility. Please contact us as quickly as possible at support@puroque.com or call us at +91 89206 17282 with your order number and reason for cancellation. Our team processes orders quickly (within 1 to 2 business days), so acting immediately after placing the order gives us the best chance of cancelling before dispatch.

If your order has already been dispatched, cancellation is no longer possible. You will need to receive the delivery and then initiate a return within the 30-calendar-day return window.

In rare circumstances, we may need to cancel an order from our side. This could happen if:

• The product becomes unexpectedly out of stock after your order is confirmed.
• A pricing error is discovered on the product listing (such as an incorrect price due to a system or typographical error).
• The delivery address is in a pin code we are unable to service.
• Payment verification is unsuccessful or a fraudulent transaction is flagged.

If we cancel your order for any of these reasons, we will notify you promptly by email and issue a full refund within 7 business days to your original payment method. We will always explain the reason for the cancellation clearly.

Warranty coverage depends on the product and the manufacturer. Puroque is a reseller and does not itself manufacture any product. Manufacturer warranties are passed through to you in full — exactly as provided to us by the brand or manufacturer.

The applicable warranty period and what it covers is stated on the individual product listing page. If no specific warranty is mentioned, your product carries the statutory implied warranty rights available to you under the Consumer Protection Act, 2019, which protects you against products that are defective, unsafe, or not of merchantable quality — regardless of whether a written warranty card is included.

If you have a warranty claim, contact us at support@puroque.com with your order number, a description of the issue, and photographic or video evidence. We will coordinate the claim with the manufacturer on your behalf.

Minor colour variation between product photographs and the physical product is a common and widely accepted characteristic of online shopping. It happens because product photos are taken under controlled studio lighting and can appear differently depending on your device's screen settings, colour calibration, brightness, and display technology.

We make every effort to display colours as accurately as possible and use manufacturer-provided images or professionally photographed product shots. However, a slight difference in shade or tone between the image and the physical product does not constitute a defect or a material misrepresentation.

If the product you received is substantially and noticeably different in colour from what was shown in the listing — for example, if the item appears to be an entirely different colour rather than a slight shade variation — please contact us with photographs and we will assess your case. Significant, material colour differences are treated as incorrect item reports and resolved through our return and replacement process.

We do our best to restock popular products regularly, but availability depends on our supplier's stock levels and production timelines, which vary by product. Some items may be restocked within days, while others may take longer or may be discontinued by the manufacturer.

If a product you want is currently showing as out of stock, you can use the "Notify Me" or "Back in Stock" option on the product page if available, and we will send you an email as soon as it is restocked. Alternatively, email us at support@puroque.com and we can give you an estimated restock timeline for that specific product if we have one.

Yes, we make every effort to display accurate product dimensions, weights, materials, and specifications on each product listing page. This information is sourced from the manufacturer or supplier and reproduced as provided to us.

However, slight variations in dimensions — typically within 1 to 3% of stated measurements — can occur due to manufacturing tolerances, and this is a normal characteristic of mass-produced goods rather than a defect. If accurate measurements are critical for your use case (such as a custom-fit installation), we recommend contacting us before purchasing so we can clarify the specifications with the manufacturer.

No, you do not need to create an account to place an order on puroque.com. You can check out as a guest using just your name, email address, phone number, and delivery address.

However, creating a free account has some advantages — it allows you to view your order history, track current orders, save multiple delivery addresses, and manage your returns more easily. You can create an account at any time by visiting puroque.com and clicking the Account or Sign Up option.

We collect only the personal information that is necessary to process your order, deliver it to you, and provide our services. We use your information for order fulfilment, customer support, sending transactional communications (order confirmations, tracking updates, refund notifications), and where you have explicitly consented, for marketing communications.

We do not sell, rent, or trade your personal information to any third party for their commercial purposes under any circumstances. We share your data only with the specific service providers necessary to fulfil your order — such as our courier partners (for delivery) and our payment gateway (for payment processing) — and only to the extent required for those specific purposes.

We comply with the Information Technology Act, 2000, the IT (SPDI) Rules, 2011, and the Digital Personal Data Protection Act, 2023. You have the right to access, correct, or request deletion of your personal data at any time. For full details, please read our Privacy Policy.

You can unsubscribe from marketing emails at any time by clicking the Unsubscribe link at the bottom of any marketing email we send you. This will immediately remove you from our marketing email list.

To unsubscribe from SMS or WhatsApp marketing messages, or to opt out of all marketing communications across all channels, email us at support@puroque.com with the subject line "Unsubscribe" and specify which channels you wish to opt out of. We will process your request within 2 business days.

You have the right to access, correct, or request deletion of any personal information we hold about you. To exercise any of these rights, visit our Privacy Policy page, where we have provided dedicated fillable forms for data access requests, correction requests, and deletion requests.

Alternatively, you can email us directly at privacy@puroque.com with your full name, registered email address, and the specific request. We will acknowledge your request within 2 business days and respond fully within 30 days.

You can reach our customer support team through any of the following channels:

• Email: support@puroque.com — we respond within 2 business days.
• Phone: +91 89206 17282 — available Monday to Saturday, 9:00 AM to 6:00 PM IST.
• Live Chat: Available on puroque.com during business hours.

For privacy or data protection enquiries specifically, please email privacy@puroque.com.

Messages received outside business hours will be addressed on the next working day. For urgent matters such as a time-sensitive delivery issue or a payment problem, we recommend calling us directly during business hours for the fastest resolution.

puroque.com is owned and operated by Roziyo Trading Private Limited, a private limited company incorporated in India under the Companies Act, 2013. Here are our full registration details:

• Legal Company Name: Roziyo Trading Private Limited
• Trading Name: Puroque
• CIN: U52609UP2020PTC126907
• GSTIN: 09AAKCR0819D1ZG
• Registered Address: Office Space No. 505, 5th Floor, Plot No. 9/INS-11, Sector-9, Vasundhra, Ghaziabad, Uttar Pradesh 201012, India
• Year of Incorporation: 2020

You can verify our company registration independently through the Ministry of Corporate Affairs portal at www.mca.gov.in and our GST registration at www.gst.gov.in. For more about us, visit our About Us page.

If you have a complaint that has not been resolved to your satisfaction by our support team, you may escalate it to our designated Grievance Officer at privacy@puroque.com. Please include your full name, order number, a description of the issue, and a summary of your previous communication with our support team.

Our Grievance Officer will acknowledge your complaint within 2 business days and provide a formal response within 30 days of receiving it. This process is in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

If your complaint remains unresolved after this, you may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, based on the value of your claim. All disputes are subject to the jurisdiction of the courts in Ghaziabad, Uttar Pradesh, India.