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.

In such instances, no refund will be processed. Once the applicable shipping charges are paid by the customer, a replacement order will be dispatched. A refund will only be issued if the ordered product is unavailable or out of stock.

🔍 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 ₹120 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)