Refund policy

📦 1. When Can You Request a Replacement?

We offer a replacement if:

  • The product received is damaged, defective, or incorrect at the time of delivery

  • A valid unboxing video is shared with us within 24 hours of delivery

We are unable to process requests if:

  • You dislike the product, changed your mind, or placed the order by mistake

  • The product is in good condition but doesn't meet personal expectations

  • The issue is reported after 24 hours of delivery

In exceptional cases, our team may review requests at their sole discretion.

📸 2. Unboxing Video — Mandatory Requirement

To ensure transparency and fast resolution, an unboxing video is compulsory for all replacement claims.

To be eligible:

  • Record a clear, uncut video from the moment the outer packaging is opened

  • The product and the issue must be clearly visible in the video

  • Email the video to support@bisons.in within 24 hours of delivery

📌 Claims without a valid unboxing video will not be entertained under any circumstances.

🛠️ 3. How We Process Your Request

  • Our team will review your email and video within 3–4 working days

  • If the claim is approved:

  • A replacement will be dispatched immediately if the product is in stock

  • A refund will be initiated if the product is out of stock or unavailable

⏱️ 4. Replacement & Refund Timeline

Replacements:

  • Pick-up of the original item (if required) and verification: 2–3 working days

  • Replacement dispatched within 1–2 days after verification

  • Delivery typically takes 5–7 working days from dispatch

Refunds (only when replacement is unavailable):

  • Initiated within 5–7 working days after warehouse confirmation

  • Prepaid orders: Refunded to the original payment method

  • COD orders: Refunded as store credit sent to your registered email/contact number, valid anytime

🚚 5. Reverse Pick-Up Guidelines

  • Reverse pick-up will be arranged within 24–72 hours of claim approval

  • Pick-up will only be attempted from the original delivery address

  • One pick-up attempt only — if the attempt fails due to unavailability or address issues, the case will be auto-closed

  • Please ensure the item is securely packed with all original tags, packaging, and accessories intact

⚠️ 6. Customer Responsibility for Delivery Failures

If a delivery failure or non-delivery occurs due to an error on the customer's part — such as an incorrect or incomplete address, unavailability at the time of delivery, or refusal to accept the order — both the forward and reverse shipping charges will be borne entirely by the customer. Bisons.in will not be liable for any associated shipping costs in such cases.

🔍 7. Quality Check on Returned Items

All returned items undergo inspection at our warehouse. If the product is found to be used, washed, worn, tampered with, or missing original tags/packaging, the replacement or refund request will be rejected and no resolution will be issued.

💸 8. Shipping & Handling Charges

  • All shipping charges are non-refundable

  • A reverse pick-up fee of ₹150 per order applies and will be deducted from the refund amount (if applicable)

❌ 9. Order Cancellations

  • Cancellations are accepted only before the order is dispatched from our warehouse

  • To cancel, email or WhatsApp us your Order ID promptly

  • Once dispatched, orders cannot be cancelled

🧑💻 Need Help?

We're here for you!
📧 Email: support@bisons.in
🕘 Available: Monday to Sunday, 9:00 AM – 5:00 PM IST
(Queries received outside these hours will be prioritized the next day)