30

Calendar Days
Return Window

7

Business Days
Refund Credited

Free

Return Shipping
for Approved Returns

Zero

Restocking Fees
Ever

Mfr.

Warranty Passed
Through to You

Return Window

You have 30 calendar days from the date of delivery to initiate a return request for any eligible item. Calendar days include weekends and public holidays — every day counts from the moment your order is marked as delivered.

The 30-day return window begins from the date your tracking status shows the order as "Delivered," not from the date of purchase or dispatch. For example, if your order is delivered on 1 May, your return window closes at the end of 30 May.

This 30-day return window applies across all product categories sold on puroque.com, including accessories, home goods, plants, baby items, automobile accessories, and beauty products, unless a specific exclusion is noted within the category guidelines in Section 3.

Manufacturer Warranty

Puroque acts as a reseller and marketplace platform for products manufactured by third-party brands and manufacturers. All warranty obligations for the products you purchase from us are provided directly by the respective manufacturer or brand, not by Puroque or Roziyo Trading Private Limited. We pass the manufacturer's warranty through to you in full, exactly as provided to us.

Warranty periods, terms, and coverage vary by product and manufacturer. The applicable warranty duration and what it covers will be stated on the product listing page, in the product documentation included in the package, or on the manufacturer's warranty card if one is provided inside the box.

Warranty Guidance by Product Category:

The exact warranty duration for each product will always be mentioned on the individual product listing page. If no warranty is mentioned, the product carries only 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.

To raise a warranty claim, contact us at support@puroque.com with your order number, a clear description of the defect or issue, and photographic or video evidence. We will assess your claim and respond within 2 business days.

Return Eligibility Requirements

Not every return request is automatically accepted. To be eligible for a return, the item and your request must meet the following conditions:

General Conditions That Apply to All Categories:

• The return request is initiated within 30 calendar days of the delivery date.
• The item is in its original, unused, and unaltered condition as received.
• The item is in its original factory packaging with all tags, labels, stickers, and seals intact.
• All parts, accessories, manuals, warranty cards, and any bundled or free items included in the order are returned together.
• You have a valid proof of purchase — your order confirmation email, invoice, or order number.
• The return has been formally approved by our support team before you ship the item.

Category-Specific Eligibility Notes:

Items That Are Not Eligible for Return (Across All Categories):

Exchange Policy

We want to make sure you end up with exactly what you need. If your item is not quite right — whether it is the wrong size, colour, variant, or simply not what you envisioned — we accept exchanges within the same 30-calendar-day return window. Here is a complete and transparent breakdown of how our exchange process works:

No Restocking Fee

We believe that if you are entitled to a refund, you should receive every rupee you paid for the product. We will never deduct a handling fee, processing fee, or restocking charge from your refund. The refund amount will always equal the original price you paid for the product, subject to the eligibility conditions in Section 3. This applies to all products, all order values, and all return reasons — no exceptions.

Return Shipping Costs

Return shipping is completely free for all approved returns and exchanges. Once your return request is reviewed and approved by our team, we will generate a pre-paid, downloadable, and printable return shipping label and send it directly to your registered email address. You will not need to pay anything to send the item back to us.

Simply print the label, attach it securely to the outside of your return package, and drop it off at the designated courier location specified on the label, or schedule a pickup as instructed. Our logistics partner manages the collection and delivery to our facility.

How to Initiate a Return

Starting a return with Puroque is straightforward. Please follow these steps to ensure your return is processed without delay:

Return Methods

Puroque accepts returns by mail only. We do not operate a walk-in retail store or a physical customer service counter. All returns must be shipped back to our facility using the pre-paid return label we provide after approval.

Our address is a registered business office, not a customer-facing retail location, and in-person drop-offs cannot be accommodated. The mail-based return process has been designed to be completely free of cost for you, fully trackable from both ends, and simple to complete from home.

Return Address

All approved returns must be shipped to our registered business and fulfilment address below. This address will also appear pre-printed on the return label we send you, so you do not need to write it manually:

Please do not send returns to any other address. Returns sent to incorrect addresses cannot be retrieved or refunded. Since the return label we provide will always carry the correct address, using only our label eliminates any risk of an error.

Refund Processing Time

Once your returned item is received and inspected at our facility and the refund is approved, your refund will be fully processed and credited to your account within 7 business days of approval. This is our firm commitment to you. Here is a full timeline of the process from start to finish:

Refund Method: All refunds are returned to the original payment method used at checkout. The breakdown by payment method is as follows:

You will receive an email confirmation as soon as your refund has been initiated from our side. The exact credit date after initiation depends on your bank or payment provider's internal processing time, which is outside our control. If your refund has not appeared within 7 business days of our confirmation email, please refer to Section 15 of this policy.

Cash on Delivery (COD) Refund Policy

We understand that many customers in India prefer to pay cash at the time of delivery. We fully support Cash on Delivery (COD) as a payment method. Since COD payments are collected in cash by the delivery partner at the time of delivery — and not processed through an online payment gateway — refunds for COD orders follow a slightly different process. Here is exactly how it works, with full transparency:

Damaged, Defective, Incorrect, or Missing Items

We take complete responsibility for the situations below. These are treated as priority cases and are not tied to the standard 30-day return window, as long as they are reported promptly upon discovery.

Damaged on Arrival:

If your order arrives with visible damage to the product or packaging, do not discard anything. Photograph the outer package and the damaged item before opening further. Report it to us within 48 hours of delivery at support@puroque.com with your order number, photographs, and a short description. We will arrange a free return pickup and send you a replacement or issue a full refund — your choice.

Defective Product:

If a product develops a defect under normal use within the manufacturer's warranty period, this is covered under warranty. Contact us with your order number, a description of the defect, and photo or video evidence. We will coordinate with the manufacturer and resolve it through a repair, replacement, or full refund depending on the nature of the defect and the manufacturer's warranty terms.

Wrong Item Received:

If we sent you the wrong item, we apologise sincerely. Photograph what you received alongside the packing slip or outer label and contact us within 48 hours of delivery. We will immediately arrange collection of the incorrect item and ship the correct product to you at no extra cost, with priority handling.

Missing Item from Order:

If your order is missing an item or part that was listed in your order confirmation, contact us within 48 hours with your order number and photographs of what you received, including the open package. We will investigate and either ship the missing item separately at no cost or issue a proportional refund.

Lost Parcel Policy

If your order shows no tracking movement for 5 or more consecutive business days after dispatch, or 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 details.

We will raise a formal investigation with the courier partner on your behalf. This typically takes 5 to 7 business days to conclude. If the parcel is confirmed as lost, we will either resend the order at no additional charge or issue a full refund — whichever you prefer and subject to stock availability.

A short tracking gap of 24 to 48 hours does not mean a parcel is lost — this can occur at courier sorting centres. Please allow the full estimated delivery window before raising a lost shipment claim.

Order Cancellation

You may cancel your order at no cost if it has not yet been dispatched from our facility. Contact us as quickly as possible at support@puroque.com or via live chat with your order number and reason for cancellation. We process and dispatch orders quickly, so please act immediately after placing the order if you wish to cancel.

If your order has already been dispatched, cancellation at that stage is not possible. You will need to receive the delivery and then initiate a return within the 30-calendar-day window.

Prepaid orders: If cancellation is approved before dispatch, a full refund will be credited within 7 business days of approval to your original payment method.

COD orders: No payment has been collected before dispatch, so no refund is applicable at the cancellation stage. The order will simply not be fulfilled.

For complete details, please visit our Order Cancellation Policy page.

Lost or Missing Returns

When you use our pre-paid return label, your return parcel is fully trackable. If your return package does not arrive at our facility within 10 business days of being handed to the courier, please contact us immediately with your return tracking number and your drop-off receipt.

We will raise an investigation with the courier partner. If the return parcel is confirmed as lost in transit while using our approved pre-paid return label, we will process your full refund without requiring physical receipt of the item.

This protection applies only when you have used our official pre-paid return label and can provide the courier drop-off receipt as proof. We strongly recommend retaining your drop-off receipt until your refund is confirmed.

Late or Missing Refunds

If you have received our refund confirmation email but the amount has not appeared in your account after 7 business days, please take the following steps before contacting us:

1. Check your bank account statement, passbook, or payment app transaction history thoroughly. Refunds sometimes appear under a different transaction reference code or description.
2. Contact your bank or payment provider and ask them to check for any pending credit transactions on your account.
3. If you paid via UPI or a digital wallet, check the full transaction history within the respective app, including the "Received" or "Credit" section.
4. If 7 business days have passed from our refund confirmation email and you still see no credit, email us at support@puroque.com with your order number and our refund confirmation email. We will investigate and resolve it promptly.

Refund processing timelines after we initiate them are governed by the banking and payment infrastructure in India and are beyond our direct control. However, we take every refund seriously and will do everything in our power to assist you in resolving any delay.

Items Returned Without Approval

We have a structured return approval process to ensure that every return is handled fairly and efficiently. Items sent back to us without prior written approval from our support team will not be accepted.

Unapproved returns may be refused at our facility and returned to the sender, or held at the courier depot. In such cases, we cannot issue a refund or exchange as we are unable to verify the legitimacy or condition of the item received.

Always begin your return by contacting us first at support@puroque.com. The approval step protects you by ensuring your return is tracked, logged, and processed correctly from start to finish.

Customer Responsibility

As a customer using our return and refund process, you are responsible for the following:

• Initiating your return request within the 30 calendar day window from the date of delivery.
• Providing accurate, honest, and complete information about the reason for your return, including clear evidence such as photographs or video where applicable.
• Packing the return item securely and completely, including all original parts, accessories, warranty cards, and packaging.
• Using only the return label provided by Puroque and retaining the courier drop-off receipt until your refund or exchange is confirmed.
• Ensuring the item is in the same condition as received, unless the return reason is a defect or damage caused during delivery.
• Providing correct and verified bank account details or UPI ID for COD refunds when requested via our secure refund form.
• Keeping your registered email address and phone number accessible so our team can reach you regarding your return.
• Reporting damaged, defective, or incorrect items within 48 hours of delivery where specified in this policy.

Our Responsibilities to You

As a business operating under the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020 of India, Puroque commits to the following:

• Reviewing every return request honestly, fairly, and without unnecessary delay — within 2 business days.
• Communicating clearly in writing if a return is not approved, with a specific reason provided.
• Providing a free, pre-paid, trackable return shipping label for all approved returns.
• Inspecting returned items promptly and without unnecessary delay after receipt.
• Crediting refunds in full within 7 business days of inspection approval — with no deductions, restocking charges, or hidden fees.
• Dispatching exchange items within 3 to 5 business days of the returned product being received and approved.
• Keeping you informed at every stage of the return and refund process via email.
• Maintaining a fair, transparent, and accessible complaints resolution process.
• Coordinating warranty claims with manufacturers on your behalf and advocating for your rights as a consumer.

Policy Abuse and Fraud Prevention

Our return and refund policy is designed to protect genuine customers. To maintain fairness for all customers and keep our prices competitive, we monitor for patterns indicating misuse of our return process.

Examples of policy abuse include: returning items that have been used and re-packaged to appear new; submitting false defect claims; returning a different or inferior item than what was originally purchased; repeatedly placing and returning orders with no genuine intent to keep products; or attempting to obtain a refund through deception.

Submitting a fraudulent return claim constitutes fraud under Indian law and may be subject to legal action under the Indian Penal Code (IPC) and the Information Technology Act, 2000. In confirmed cases of abuse, we reserve the right to deny the return or refund, restrict future orders, or report the matter to the relevant authorities.

All return claims are subject to verification. We may request additional documentation, photographs, or video evidence before approving a return. This is a standard step and is not intended to inconvenience genuine customers. We appreciate your cooperation in helping us keep puroque.com a trustworthy and affordable place to shop.

GST and Refund Implications

All product prices on puroque.com are inclusive of Goods and Services Tax (GST). Roziyo Trading Private Limited is a GST-registered entity with GSTIN 09AAKCR0819D1ZG under the CGST Act, 2017.

When a refund is issued, the full amount you paid — including the GST component — is returned to you in its entirety. You will not lose any portion of the GST paid in the event of a valid return and refund.

A GST-compliant credit note will be issued for all refunded orders in accordance with Section 34 of the CGST Act, 2017. This credit note will be sent to your registered email address and serves as the official documentation for the reversal of the original supply. Business buyers who claimed input tax credit (ITC) on their original purchase must reverse the ITC claimed upon receipt of the credit note, as required by GST law.

Business and Contact Information

If you have any questions about your return, refund, or warranty, or need help with anything related to your order, please reach us using the contact details below. We aim to respond to all queries within 1 to 2 business days.

Policy Updates

Puroque reserves the right to update or revise this return and refund policy at any time. Changes will take effect immediately upon publication on this page. The "Last Updated" date at the top of this document reflects the date of the most recent revision.

We encourage you to review this policy before placing each order, as terms may have changed since your last visit. The version of this policy applicable to your order is the one published on puroque.com at the time of purchase. If a material change affects an existing open order, we will make every reasonable effort to notify you by email.