Cancellation, Return & Refund Policy

Effective Date: 01-11-2025

At Blue Phoenix Natural we strive to deliver products that meet the highest standards of quality and safety. This policy explains our rules for cancellations, returns, and refunds. Please read it carefully before placing an order.

1. Order Cancellation

  • Before dispatch: You may cancel an order within 12 hours of placing it or anytime before the order is shipped (whichever comes first). To cancel, email bluephoenixnatural@gmail.com with your order number or call +91 9667402085 (Mon–Sat: 10:00 AM – 7:00 PM).
  • After dispatch: Orders that have been dispatched cannot be cancelled. You may request a return after delivery if the item meets our return eligibility criteria below.
  • Seller-initiated cancellations: We may cancel an order for reasons such as product unavailability, pricing errors, or suspected fraudulent transactions. In such cases, you will receive a full refund.

2. Return Eligibility

For hygiene and safety reasons, returns are limited. A return is eligible only under the following conditions:

  • The product is damaged, defective, or physically different from what was ordered.
  • The product delivered is incorrect (different SKU or wholly different product).
  • Return request is initiated within 48 hours of delivery for damaged/incorrect items (exceptions below apply).
Important: Opened or used products are generally not eligible for return due to hygiene reasons. Please inspect the parcel and product immediately upon delivery and report any damage or discrepancy within 48 hours.

3. Return Process (Damaged / Incorrect Items)

  1. Take clear photos of the outer parcel, the product packaging, and the damaged/incorrect product. Photos should include order invoice if possible.
  2. Email bluephoenixnatural@gmail.com with your order number, photos, and a brief description of the issue within 48 hours of delivery.
  3. Our support team will review the case and provide a return authorization or next steps within 48 business hours.
  4. If the return is approved, we will either arrange a courier pickup or provide instructions to return the parcel to our returns center. Do not discard any packaging until the return is processed.

4. Refunds & Timelines

  • Refund method: Refunds will be issued to the original payment method used for the purchase wherever possible.
  • Processing time: Once the returned item is received and inspected, refunds are processed within 5–7 business days.
  • For COD orders: Refunds for eligible COD returns will be processed via UPI or bank transfer after verification. Please provide your UPI ID or bank details to receive the refund.
  • Partial refunds: In cases of partial damage or accepted partial returns, a prorated refund may be issued after inspection.
  • Shipping charges: If the return is due to our error (damaged/incorrect product), we will cover the return shipping cost. If the return is due to customer-side reasons, return shipping may be deducted from the refund or charged separately.

5. Refund Example Scenarios

Scenario Action Refund Timeline
Order cancelled before dispatch Full refund to original payment method 3–7 business days after cancellation
Damaged item reported within 48 hours Return approved; full refund or replacement 5–7 business days after receiver inspection
Incorrect item delivered Return approved; full refund or replacement 5–7 business days after receiver inspection
Order returned due to incorrect address (customer error) Refund after deducting return and handling charges 7–10 business days after item receipt

6. Exchanges

We do not currently offer direct exchanges. If you wish to exchange a product, please place a new order for the desired product. Once your original return is accepted, a refund will be issued as per the timelines above.

7. Non-Returnable Items

  • Opened or used products, for safety and hygiene reasons.
  • Products damaged due to misuse, negligence, or exposure to contaminants after delivery.
  • Sale or clearance items marked as ‘non-returnable’ on the product page.

8. Lost or Stolen Packages

If tracking shows a package as delivered but you have not received it, please check with neighbours, building management, or the courier first. If you still cannot locate the parcel, contact us at bluephoenixnatural@gmail.com with your order details and tracking information. We will work with the courier to investigate.

9. Chargebacks & Disputes

If you initiate a chargeback with your bank or payment provider without contacting our support, we may request documentation and evidence to resolve the dispute. Repeated fraudulent chargebacks may lead to restrictions on future orders.

10. Contact & Support

For any cancellation, return or refund related queries, contact our support team:

Note: Blue Phoenix Natural reserves the right to update this Cancellation, Return & Refund Policy at any time. Changes will be posted on this page with an updated “Last Updated” date.