Buyer Terms & Conditions

BUYER TERMS & CONDITIONS

Chiblu India (OPC) Private Limited

Last updated: February 2, 2026

1. APPLICABILITY

These Buyer Terms & Conditions (“Buyer Terms”) govern the relationship between Chiblu India (OPC) Private Limited (“Chiblu”) and any User who purchases Products through the Platform (“Buyer”). These Buyer Terms supplement the general Terms & Conditions.

2. ORDERING PROCESS

2.1 By placing an Order on the Platform, you are making an offer to purchase the Product from the Seller at the listed price. The Order is confirmed when the Seller accepts the Order and you receive an Order confirmation.

2.2 Each Order comprises: (a) the Product price set by the Seller; (b) the Platform Fee (plus applicable GST at 18%); (c) delivery charges, if applicable, as disclosed at checkout; and (d) applicable taxes as determined by the Seller and applicable law.

2.3 All price components are clearly displayed before the Buyer completes the checkout. No hidden charges will be applied after Order confirmation.

3. PRODUCT TYPES AND CANCELLATION IMPLICATIONS

3.1 The Platform hosts three categories of Products, each with different cancellation rules:

• Regular Products: Ready-to-ship items. Cancellation, return, refund, and exchange are governed entirely by the Seller’s stated policy. If the Seller’s policy does not permit cancellation or returns, such policy is binding.

• Made to Order Products: Items manufactured after Order confirmation. The Seller has 24 hours to accept the Order. Cancellation is permitted ONLY before the Seller accepts. Once accepted, the Order is non-cancellable, non-returnable, and non-exchangeable. Maximum production timeline: 30 days from acceptance.

• Customizable Products: Items personalised to Buyer specifications. The Seller has 24 hours to accept the Order. Cancellation is permitted ONLY before the Seller accepts. Once accepted, the Order is non-cancellable, non-returnable, and non-exchangeable. Maximum production timeline: 45 days from acceptance.

3.2 If a Seller does not accept a Made to Order or Customizable Product Order within 24 hours, the Order is automatically cancelled and the Buyer receives a full refund including the Platform Fee.

3.3 If a Seller fails to dispatch a Made to Order Product within 30 days or a Customizable Product within 45 days from acceptance, the Buyer is entitled to a full refund regardless of production status.

4. PAYMENT

4.1 All payments are processed by Razorpay Software Private Limited, a licensed Payment Aggregator regulated by the Reserve Bank of India. Chiblu does not store or handle sensitive payment credentials.

4.2 Buyer funds are held in an RBI-compliant escrow account maintained by Razorpay until fulfilment conditions are met. This ensures that your payment is protected until the Product is delivered.

4.3 Accepted payment methods include UPI, debit cards, credit cards, net banking, wallets, and other methods supported by Razorpay, as displayed at checkout.

5. DELIVERY

5.1 Delivery is arranged by the Seller or through logistics partners. Estimated delivery timelines are provided on the Product listing page and at checkout. These timelines are estimates and not guaranteed by Chiblu.

5.2 Buyers must provide accurate and complete delivery addresses. Chiblu is not responsible for delivery failures caused by incorrect address information provided by the Buyer.

5.3 Risk of loss and title to the Product pass to the Buyer upon delivery. Delivery is confirmed through Buyer confirmation, time-based auto-confirmation (10 days from shipment if no Buyer action), or platform review.

6. CANCELLATIONS, RETURNS, AND REFUNDS

6.1 Seller’s Policy Governs

All cancellations, returns, refunds, replacements, and exchanges are governed by the Seller’s stated policy as displayed on the Seller’s store or product listing. Many Sellers operate no-return, no-refund policies. Buyers should review the Seller’s policy carefully before placing an Order.

6.2 Secure Checkout Dispute Review

For orders paid through Chiblu’s Secure Checkout, limited dispute review is available for the following issues, regardless of the Seller’s policy:

• Non-delivery of the product

• Incorrect product delivered (materially different from the listing)

• Product materially damaged during transit

Dispute review does not cover change of mind, buyer preference, minor variations inherent to handmade products, or delays caused by incorrect Buyer details.

6.3 Consumer Protection Override

Notwithstanding any Seller’s stated policy, Chiblu reserves the right, at its sole discretion, to intervene and facilitate a resolution — including directing a refund, replacement, or other remedy — in cases where the Seller’s policy produces an outcome that would constitute an unfair trade practice or violate applicable consumer protection law. This discretionary override does not create an obligation for Chiblu to intervene in every transaction.

6.4 Video Evidence

Buyers are required to provide a minimum 1-minute uncut unboxing video as evidence in any dispute or claim. The video must show the sealed package, the opening process, and the product condition — recorded at the time of delivery without editing, splicing, or screen recording. Disputes submitted without compliant video evidence may be decided against the Buyer.

6.5 Refund Timeline

Approved refunds are processed within five (5) to ten (10) business days to the Buyer’s original payment method.

Full details, including the return process and non-refundable items, are set out in the Refund & Cancellation Policy.

7. PLATFORM FEE DISCLOSURE

7.1 The Platform Fee per Order (plus 18% GST) is charged to cover secure payment handling, dispute review, and platform infrastructure costs. This fee is clearly displayed at checkout.

7.2 The Platform Fee is non-refundable except in cases of: (a) verified platform error; (b) Seller-initiated cancellation; or (c) refund triggered by Seller fault (defective product, incorrect product, non-delivery). In cases of Seller fault, the Platform Fee is refunded to the Buyer.

7.3 No additional hidden fees are charged beyond the amounts displayed at checkout.

8. BUYER RESPONSIBILITIES

As a Buyer, you agree to:

• Provide accurate personal and delivery information

• Make payment through the authorised payment channels on the Platform only

• Not attempt to circumvent the Platform to transact directly with Sellers to avoid Platform Fees

• Communicate respectfully with Sellers and Chiblu support

• Not misuse the return/refund process by making false or frivolous claims

• Not post fraudulent reviews or misrepresent your experience

• Record and retain an unboxing video for every order as evidence for potential disputes

9. REVIEWS AND FEEDBACK

Buyers may post reviews and ratings for Products they have purchased. Reviews must be honest, accurate, and based on genuine experience. Chiblu reserves the right to remove reviews that are defamatory, fraudulent, contain personal information, or violate these Terms.

10. BUYER RIGHTS UNDER CONSUMER PROTECTION LAW

Nothing in these Terms limits your statutory rights under the Consumer Protection Act, 2019. You retain the right to file a complaint before the appropriate Consumer Disputes Redressal Forum at your place of residence or where the cause of action arises, regardless of any jurisdiction clause in these Terms.

11. INFORMATION DISCLOSURE

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, Chiblu displays the following information for each Product listing: Seller business name, geographic address, customer care details, ratings, return policy, delivery timelines, country of origin, and total price breakdown. Upon request after purchase, Chiblu will provide the Buyer with the Seller’s complete contact details for dispute resolution.

12. GRIEVANCE OFFICER

For Buyer-related grievances, contact:

Grievance Officer: Pradeep

Email: support@chiblu.com

Address: Chiblu India (OPC) Private Limited, No. 51, Innov8, Mantri Commercio, Devarabisanahalli, Bellandur, Bengaluru, Karnataka – 560103, India

The Grievance Officer shall acknowledge receipt within forty-eight (48) hours and resolve the grievance within one (1) month.

13. GOVERNING LAW

These Buyer Terms are governed by the laws of India. Disputes shall be resolved as per the dispute resolution mechanism in the Terms & Conditions, without prejudice to the Buyer’s rights under the Consumer Protection Act, 2019.