Returns, Exchanges and Refunds Policy
What you can send back or exchange, how, and when your money comes back.
- 14-Day ReturnsFrom the day it is delivered
- Refunds in 7 DaysOnce your return reaches us
A sample policy for a demo store. Ostrel takes no real orders. Mercayo wrote this text from the store's details; words in [square brackets] are choices a real store makes before it opens.
Effective date: 24 October 2026
1. Your rights come first
This policy adds to your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It never takes them away. In particular, if an item is defective, deficient, spurious, damaged, wrong, not as described, or delivered later than the date we gave you, you may choose a replacement or a full refund, whatever the rest of this policy says.
5. Returns for a refund
5.1 Items with a problem: see section 1. You may choose a refund instead of an exchange. We arrange the pickup at our cost.
5.2 Change of mind: you may return an item within 14 days of delivery for a refund, in the condition described in 2.4. Return delivery is [at your cost / free].
6. Refunds
6.1 When: within 7 working days of our approving the refund. For a returned item, approval comes after we receive and check it. For a cancellation, approval comes when we confirm it.
6.2 How:
| You paid | Refund goes to |
|---|---|
| Online (UPI, card, net banking, wallet) | The same payment method, through Razorpay. Your bank may take [5–7] more working days to show it |
| Cash on delivery | [Your bank account or UPI ID, which we ask you for]. We never ask for your card number, PIN or one-time code to send a refund. |
| Part online, part cash (partial COD) | Each part as above |
6.3 What is refunded: the price of the item, and the delivery charge if the return is because of our mistake or a late delivery.
6.4 Tax documents: if we issued a GST invoice for your order, a refund comes with a credit note, which you can download from your order page.
7. Contact
ostrel.demo@mercayo.com · +91 00000 00000 · Monday to Saturday, 10 am to 7 pm IST. Complaints: our grievance officer, on the Contact page.
Last updated 24 Oct 2026