Refund policy

1. Scope & Definitions

• Return: Sending an eligible product back to us for a refund.

• Exchange: Swapping an eligible product for a different size or colour of the same item.

• Hygiene-Sensitive Products: Items that cannot be returned due to health and hygiene standards. This is to protect all our customers.

• Reverse Pickup: Our courier partner collects the return package from your address.

• Self-Ship: You ship the package back to us when Reverse Pickup is unavailable in your area.

2. Returns & Exchange Eligibility Matrix

3. Conditions for a Valid Return

For a return to be accepted, the product must be:

• Unused & Unworn: The item must not have been worn, used, or altered in any way.

• Unwashed: The item must be free from stains, makeup, perfume, or deodorant marks.

• Intact: All original tags, labels, and hygiene liners/seals must be attached and undamaged.

• Complete: The return must include all original packaging (boxes, bags) and any freebies or accessories that came with it.

4. How to Initiate a Return or Exchange (7-Day Window)

1. Log In: Go to the "My Orders" section of your account on our website/app.

2. Select & Submit: Select the item you wish to return/exchange, choose the reason, and upload photos if required. You will receive a ticket ID instantly.

3. Approval: Our team will review your request within 48 hours.

Alternatively, you can email us at support@ohsou.com with your Order ID.

5. The Return Process

• Reverse Pickup: Once approved, we will arrange a pickup from your address within 3-5 business days. Please pack the item securely.

• Self-Ship: If Reverse Pickup is not available for your PIN code, we will ask you to self-ship the item to our warehouse. We will reimburse you up to ₹75 as store credit upon receiving a scanned copy of the courier receipt.

6. Quality Check & Refund Processing

• Inspection: All returned products undergo a mandatory quality check (QC) at our warehouse. This can take up to 48 hours.

• QC Failure: If a product fails our quality check, it will be sent back to you at your expense, and the refund will be denied.

• Refund Timelines: Once the QC is passed, your refund will be processed as follows:

7. Exchange Policy

• Exchanges are subject to the availability of the requested size/colour.

• Only one exchange is permitted per item. An exchanged item cannot be returned or exchanged again.

• If the new item's price is higher, you must pay the difference. If it's lower, the difference will be credited to your store wallet.

8. Defective, Damaged, or Wrong Items

We are sorry for the inconvenience! Please notify our Customer Care team within 48 hours of delivery.

• Evidence: To help us resolve this quickly, please provide your Order ID and an unboxing video or clear photos showing the defect/damage.

• Resolution: We will arrange a free reverse pickup and offer a full refund or a replacement at no extra cost.

9. Cancellation Policy

You can cancel an order from the "My Orders" section of your account until it is in the "Ready to Ship" status. Once an order is dispatched, it cannot be cancelled but can be returned under the terms of our return policy.

10. Fair Use Policy

We monitor return activity for abuse, such as excessive returns (e.g., >40% of orders), "wardrobing" (wearing and returning), or fraudulent claims. Accounts engaging in such activities may be subject to review, suspension, or blacklisting.