Refund policy

This Refund and Return Policy (“Refund Policy”) applies to all purchases of Products made through the Platform operated by Contagious Online Media Network Private Limited, a company incorporated under the laws of India and having its registered office at 702-A, 7th Floor Fortune Terraces Plot CTS No 657 and 658, New Link Road Andheri (W), Mumbai-400053, Maharashtra (“Company”, “We”, “Us” or “Our”).

This Refund Policy forms part of, and must be read together with, the Terms of Service and the other Policies published on the respective Platform from time to time, including the Clause of the Terms of Service titled “Cancellation, Returns, Exchange and Refunds”, which this Refund Policy restates and elaborates upon. Capitalized terms used but not separately defined in this Refund Policy shall have the meaning ascribed to them in the Terms of Service. In the event of any conflict between this Refund Policy and the Terms of Service, the Terms of Service shall prevail to the extent of such conflict.

By placing an Order on the Website, You acknowledge that You have read, understood and agree to be bound by this Refund Policy.

1. No Cancellation of Orders

1.1 Save and except where the Company exercises its own right to cancel an Order in accordance with the Terms of Service, an Order once placed and confirmed cannot be cancelled by the User under any circumstances, whether before or after dispatch. No cancellation request from a User shall be entertained.

1.2 As a corollary, no amount paid by a User towards an Order is refundable on account of a cancellation sought by the User. Users are advised to carefully review the Product description, size guide, specifications and Order summary before confirming an Order.

2. No Returns or Exchanges

2.1 All Products purchased on the Website and/or Platform are non-returnable, non-exchangeable and non-refundable. We do not accept returns or exchanges, and do not issue any refund on a Product once an Order has been confirmed, save strictly as set out in Clause 3 below (Damaged, Defective, Missing or Incorrect Products).

2.2 This applies to every Product and Product category offered on the Website, without exception, including where a User seeks a return, exchange or refund on grounds of change of mind, incorrect selection of size, colour, design or variant, or general dissatisfaction with the Product. No such request shall be entertained.

2.3 Nothing in this Refund Policy is intended to, or shall, exclude, restrict or limit any right or remedy available to a User as a “consumer” under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law, to the extent such right or remedy cannot lawfully be excluded.

2.4 The Products available on the Website constitute officially licensed merchandise of TVF. Users shall not copy, reproduce, modify, distribute, commercially exploit or otherwise misuse any trademarks, logos, artwork, designs, characters, images or other intellectual property incorporated in the Products or displayed on the Website without the prior written consent of the Company.

3. Damaged, Defective, Missing or Incorrect Products

3.1 Where a User receives a Product that is damaged, defective, incomplete or missing in part, or different from Product ordered (an “Affected Product”), the User may raise a replacement request in accordance with this Clause 3. No cancellation or refund request shall be entertained in relation to an Affected Product, except where specifically required under applicable law.

3.2 To raise a complaint regarding an Affected Product, the User must write to Our customer support/Grievance Officer (contact details of which are set out in Clause 8 below and in the Terms of Service) within 24 (twenty-four) hours of delivery of the Order, together with: (a) the Order number; (b) a description of the discrepancy; and (c) clear photographic or video evidence of the Affected Product and its packaging.

3.3 Upon verification of a complaint raised in accordance with Clause 3.2, We shall arrange for replacement of the Affected Product within thirty (30) working days from the date such written complaint is raised, subject to availability of the same Product in the relevant size, colour and variant.

3.4 Where the same Product, size, colour or variant is not available for replacement, We may, at Our sole discretion, offer: (a) an alternative Product of equivalent value; (b) a store credit.

3.5 No replacement, refund or other remedy shall be provided in respect of a complaint that: (a) is raised beyond the timeline specified in Clause 3.2; (b) is not supported by adequate evidence; or (c) relates to an Affected Product that shows signs of use, wear or alteration not attributable to Us or Our Logistics Partner.

3.6 This Clause 3 sets out the User’s sole and exclusive remedy in respect of damaged, defective, missing or incorrect Products, without prejudice to any right or remedy available to the User under applicable consumer protection law that cannot lawfully be excluded

4. Order Cancellation by the Company

4.1 Where We cancel an Order after successful payment for reasons attributable to Us (including in the circumstances set out in the Terms of Service, such as unavailability of a Product or a manifest pricing error), the amount actually received by Us in respect of that Order shall be refunded in accordance with Clause 5 below.

4.2 We may, at Our sole discretion, permit cancellation of a specific Order in exceptional circumstances even where Clause 1 would otherwise apply. Any refund arising from such discretionary cancellation shall likewise be processed in accordance with Clause 5 below. Any such cancellation shall be entirely at the Company’s discretion and shall not create any precedent or obligation to permit cancellation of any future Order.

5. Non-Refundable Items and Charges

5.1 Save as expressly provided in this Refund Policy, no amount paid towards an Order, including towards shipping, handling, COD or other charges, is refundable.

5.2 Any promotional discount, coupon or voucher applied to an Order shall not be reinstated or re-issued where a Product forming part of that Order is replaced or refunded under this Refund Policy.

6. Queries and Grievances

6.1 For any query, complaint or grievance relating to a return, replacement or refund, Users may contact Us through the customer support/Grievance Officer contact details set out in the Terms of Service and published on the Website/ Platform.

6.2 We shall endeavour to acknowledge and address such queries and grievances in accordance with the timelines set out in the Grievance Redressal Clause of the Terms of Service.

7. Changes to the Refund Policy

7.1 We reserve the right to amend, modify, update, replace or otherwise revise this Refund Policy from time to time to reflect changes in applicable laws, regulatory requirements, business practices, operational requirements, Product offerings, technological developments or for any other legitimate business reason.

7.2 Any revised version of this Refund Policy shall become effective upon its publication on the Website/Platform or from such later date as may be specified therein. Your continued access to or use of the Platform or placement of any Order after such publication shall constitute Your acceptance of the revised Refund Policy.

7.3 If You do not agree with any amendment or revision to this Refund Policy, You must discontinue using the Platform and refrain from placing any further Orders.

7.4 This Refund Policy shall at all times be read together with the Terms of Service and other Policies published on the Platform. In the event of any conflict between this Refund Policy and the Terms of Service, the Terms of Service shall prevail to the extent of such conflict.