Cancellation, Return & Refund Policy

2.1 Pre-Packing Cancellation

You may cancel your Order at any time prior to our warehouse marking the Order as "Packed." Upon cancellation, you will receive a refund of all amounts paid (including Platform Fees and Shipping Fees, if applicable) in accordance with Section 4 below.

2.2 Post-Packing Cancellation

You may cancel your Order after it has been marked "Packed" or "Shipped," provided that the "Cancel" option remains available in the "My Orders" section of our website, app or mobile site. Upon cancellation, you will receive a refund in accordance with Section 4 below.

2.3 Try-and-Buy Order Cancellation

• 2.3.1You may cancel a Try-and-Buy Order only before the Order has been dispatched from the StyleZen dark store. Once a Try-and-Buy Order has been dispatched and the delivery executive is en route, cancellation is not permitted.
• 2.3.2Cancellation of a Try-and-Buy Order at the doorstep - i.e., after the executive has arrived at the delivery address - is not permitted unless the executive has not yet completed Handover Confirmation. Any attempt to cancel after Handover Confirmation will be treated as a failed return and the Customer will be liable for the full value of all items delivered.
• 2.3.3If a Customer repeatedly cancels Try-and-Buy Orders at or after dispatch, StyleZen reserves the right to suspend the Customer's Try-and-Buy eligibility and levy a cancellation fee to recover logistics costs.

2.4 Sale and Promotional Orders

All provisions of this Section 2 shall apply equally to Orders placed during sales, promotions or other discount events.

3.1 Pre-Packing Address Changes

You may modify the shipping address on your Order prior to our warehouse marking the Order as "Packed." To do so, navigate to "My Orders," select the relevant Order, and use the "Change Address" feature.

3.2 Post-Packing Address Restrictions

Once an Order is "Packed," address modifications shall not be permitted.

3.3 Try-and-Buy Address Restrictions

For Try-and-Buy Orders, the delivery address is locked at the time of order placement and cannot be modified at any point after the order is confirmed. StyleZen's Try-and-Buy service operates from a fixed dark store location, and route optimisation begins immediately upon order placement. Address changes that redirect delivery to a third party or an unverified location will not be permitted and may result in order cancellation without refund.

3A.1 Standard Order Return Window

• 3A.1.1For standard (non-Try-and-Buy) Orders, the Return Window is three (3) calendar days from the date of delivery as recorded by the courier partner. Return requests submitted after this window will not be accepted.
• 3A.1.2To initiate a return within the Return Window, navigate to "My Orders" on the StyleZen app, select the relevant Order, and use the "Return" option. StyleZen will arrange a pickup at the original delivery address.
• 3A.1.3Items returned under a standard Order must be: (a) unused and unworn; (b) in original condition with all tags, labels, and packaging intact; (c) accompanied by the original invoice or order confirmation. StyleZen reserves the right to reject returns that do not satisfy these conditions, in which case the item will be returned to the Customer at their cost.
• 3A.1.4Refunds for approved standard Order returns will be processed in accordance with Section 4 below.

3A.2 Try-and-Buy Order Return Window

1. For Try-and-Buy Orders, the Return Window closes at the end of the Trial Window - i.e., at the time the delivery executive departs the Customer's premises or at the expiry of twenty (20) minutes from Handover Confirmation, whichever is earlier. No return requests will be accepted after the delivery executive has departed.
2. All non-purchased items must be physically handed back to the delivery executive before the executive departs. The executive will verify item count and condition at the time of return. A return is considered complete only when the executive has accepted the items and updated the order status in the StyleZen OMS.
3. There is no post-delivery return mechanism for Try-and-Buy Orders. The in-app "Return" option is not available for Try-and-Buy Orders after Handover Confirmation. Any item not returned to the executive during the Trial Window will be deemed retained by the Customer, and a recovery claim for the full MRP of such items will be raised immediately.
4. Items returned during the Trial Window must be in the same condition as delivered - with all original tags, labels, barcodes, and packaging intact. Items returned with tags removed or in a damaged or soiled condition will not be accepted as valid returns and the Customer will remain liable for the full MRP of such items.
5. StyleZen does not offer exchanges under the Try-and-Buy model. The Customer's options are: (a) purchase the item; or (b) return the item to the executive during the Trial Window. No exchange, credit note, or future delivery of a replacement item will be arranged as part of the Try-and-Buy process.

3A.3 Non-Returnable Items

The following items are non-returnable under both standard Orders and Try-and-Buy Orders:

• Innerwear, lingerie, swimwear, and socks (for hygiene reasons);
• Items that have been altered, tailored, or customised at the Customer's request;
• Items sold as part of a non-returnable promotional bundle, as indicated at the time of purchase;
• Items returned without original tags, labels, or packaging.

4.1 Payment Methods

Refunds will be credited to the original payment instrument used at checkout, including Credit Card, Debit Card, Net Banking, Wallet or other digital payment methods.

4.2 Cash on Delivery

If you have opted for Cash on Delivery, no refund shall be due for cancellations, as no advance payment has been collected.

4.3 Refund Timeline

• Credit/Debit Cards, Net Banking and Wallets: Refunds shall be processed within seven (7) to ten (10) business days from the time of cancellation or return approval.
• Third-Party Wallets (e.g., PhonePe, Paytm) : Refunds shall be initiated immediately upon cancellation; however, the time required for the amount to reflect in your linked bank account shall depend on the wallet provider's settlement process.

4.4 Try-and-Buy Refunds

• 4.4.1Where a Customer places a Try-and-Buy Order and does not purchase any item, any prepaid amount - excluding Platform Fees and Shipping Fees, which are non-refundable post-dispatch as per the Shipping and Delivery Policy - shall be refunded in accordance with Section 4.3 above.
• 4.4.2Once a Customer confirms purchase of an item through the Platform and payment is processed, that transaction is final and non-refundable, except where the item is found to be defective or materially different from its product listing, in which case the Customer must raise a complaint within 24 hours of purchase confirmation via support@stylezen.co.
• 4.4.3Refunds will not be issued for: (a) items returned with tags removed or in damaged condition; (b) items not returned during the Trial Window; (c) Platform Fees or Shipping Fees on dispatched Try-and-Buy Orders; or (d) Re-delivery Fees.

4.5 Chargeback and Payment Dispute Abuse

• 4.5.1Any chargeback, payment reversal, or dispute initiated with a payment provider after a valid confirmed purchase under a Try-and-Buy Order constitutes fraud. StyleZen will provide full transactional evidence - including Handover Confirmation records, OMS logs, and purchase confirmation timestamps - to the relevant financial institution and/or law enforcement authorities.
• 4.5.2Customers who initiate bad-faith chargebacks will be immediately and permanently banned from the Platform. StyleZen reserves the right to pursue civil and criminal remedies as set out in Section 8A of the Terms of Use.

4.6 Notification

StyleZen shall notify you via email and/or SMS when your refund has been initiated. Actual crediting of funds shall be subject to your bank's or payment provider's processing times.

5.1 Proration of Fees

In the event you cancel one or more items from a multi-item standard Order, Platform Fees and Shipping Fees shall be prorated based on the value of the cancelled item(s) relative to the total Order value, and refunds shall be processed in accordance with Section 4.

5.2 Try-and-Buy Partial Cancellations

Partial cancellations are not applicable to Try-and-Buy Orders in the same manner as standard Orders. Under the Try-and-Buy model, the Customer exercises purchase decisions during the Trial Window by selecting items to keep and returning the remainder to the executive. Fee proration does not apply - the Platform Fee and Shipping Fee for the Try-and-Buy Order are levied for the service as a whole, not per item purchased.

6.1 Cancellation Rejection Rights

StyleZen reserves the right to reject any cancellation request if:

• The Order has already been delivered;
• The request is submitted after the cancellation window has closed; or
• You are found to be in breach of our Fair Usage Policy.

6.2 Additional Rejection Grounds for Try-and-Buy Orders

In addition to the grounds in Section 6.1, StyleZen reserves the right to reject any cancellation or return request in respect of a Try-and-Buy Order where:

• The request is made after Handover Confirmation;
• The Trial Window has closed and items have not been returned to the executive;
• Items show signs of use, damage, tag removal, or substitution;
• The Customer has denied receipt of the Order despite Handover Confirmation records to the contrary; or
• The Customer has a history of Try-and-Buy abuse as defined under the Fair Usage Policy.

6.3 Communication of Rejection

Any decision by StyleZen to reject a cancellation or return request shall be communicated to you promptly, with reasons for such rejection.