OurBasket – Return, Refund & Replacement Policy

At OurBasket, customer satisfaction is important to us. We aim to provide quality products and a smooth shopping experience. If you receive a damaged, defective, incorrect, or missing product, please refer to the policy below.

1. Return Eligibility

Customers may request a return or replacement in the following situations:

• The product received is damaged or defective.

• The wrong product has been delivered.

• An item is missing from the order.

• The product received does not match the description in a material way.

Return eligibility depends on the product category and the applicable terms displayed at the time of purchase.

2. Return Request Timeline

Please report any damaged, defective, incorrect, or missing item within 48 hours of delivery by contacting our customer support team.

Include your order number, a description of the issue, and clear photographs or an unboxing video where available.

OurBasket will review the request and communicate the next steps. The 48-hour reporting request does not override any statutory rights or remedies available to customers under applicable law.

3. Non-Returnable Products

For hygiene, safety, or product-specific reasons, certain items may not be eligible for a change-of-mind return, including:

• Perishable food and grocery products.

• Opened personal care, beauty, and hygiene products.

• Products that are custom-made or personalized.

• Products clearly marked as non-returnable before purchase, where legally permitted.

These exclusions do not remove applicable rights relating to defective, damaged, incorrect, misdescribed, or otherwise legally non-compliant products.

4. Refund Policy

If a refund is approved, it will be processed to the original payment method wherever possible.

• Prepaid orders: Refunds will be initiated through the original payment method.

• Cash on Delivery (COD) orders: Customers may be asked to provide valid bank account or other permitted refund details.

• Refund timeline: OurBasket aims to initiate approved refunds within 5–7 business days. The time taken for the amount to appear in the customer's account may depend on the bank or payment provider.

Any applicable refund status or reference number will be shared with the customer where available.

5. Replacement Policy

Where a replacement is available, OurBasket may offer a replacement for a damaged, defective, incorrect, or missing product.

If a replacement is unavailable, OurBasket will communicate the available resolution, which may include a refund, subject to applicable law.

6. Order Cancellation

Customers may request cancellation before the order is dispatched.

Once an order has been dispatched, cancellation may not be possible through the standard cancellation process. However, customers retain any cancellation, refund, or other rights available under applicable law.

If a prepaid order is successfully cancelled, the eligible refund will be initiated through the original payment method.

7. How to Request a Return or Refund

To raise a request, contact us using the details below:

Website: [Insert OurBasket website URL]
Email: contact.ourbasket@gmail.com

Please provide:

• Order ID

• Product name

• Reason for the request

• Photographs or supporting evidence, where applicable

Our customer support team will review the request and provide instructions for the next steps.

8. Return Shipping Charges

For eligible claims involving damaged, defective, incorrect, or misdescribed products, OurBasket will communicate the appropriate return or collection arrangements and applicable charges in accordance with law.

For voluntary returns or change-of-mind requests, any applicable return charges and eligibility conditions will be disclosed before purchase or when the request is made.

9. Policy Updates

OurBasket may update this policy from time to time. The applicable policy and customer rights will be interpreted in accordance with Indian law.

10. Customer Support

For any questions regarding returns, replacements, cancellations, or refunds, please contact OurBasket through the support details provided on our website.