Refund Policy

REFUND & CANCELLATION POLICY

Chiblu India (OPC) Private Limited

Last updated: February 2, 2026

1. OVERVIEW

This Refund & Cancellation Policy governs all cancellation requests, return requests, and refund claims for Orders placed on the Chiblu platform. This policy forms an integral part of the Chiblu Terms & Conditions and should be read in conjunction with the Buyer Terms & Conditions and Seller Terms & Conditions.

Chiblu operates as a marketplace platform. Products are sold and fulfilled by independent Sellers. Cancellations, returns, and refunds are primarily governed by the Seller’s stated policy, with Chiblu providing limited dispute review through Secure Checkout and a consumer protection override in exceptional cases.

2. SELLER’S POLICY GOVERNS

2.1 The Seller’s stated cancellation, return, refund, and exchange policy — as displayed on the Seller’s store or product listing at the time of purchase — is the primary governing policy for all post-purchase actions. If the Seller’s policy does not permit cancellation, return, refund, or exchange, such policy is binding on the Buyer.

2.2 Buyers must review the Seller’s policy before placing an Order. Chiblu is not responsible for resolving claims that fall outside the Seller’s stated policy or the Secure Checkout dispute review scope (Section 5).

3. CANCELLATION BY BUYER

3.1 Regular Products

Cancellation is subject to the Seller’s stated cancellation policy. If the Seller’s policy permits cancellation, the Buyer may cancel provided the Product has not been dispatched. If the Seller’s policy does not permit cancellation, the Order is non-cancellable.

3.2 Made to Order Products

Cancellation is permitted only before the Seller accepts the Order. The Seller must accept or reject the Order within twenty-four (24) hours. If the Seller does not respond within this period, the Order is automatically cancelled and the Buyer receives a full refund including the Platform Fee. Once the Seller has accepted the Order, it is non-cancellable, non-returnable, and non-exchangeable.

3.3 Customizable Products

Cancellation is permitted only before the Seller accepts the Order. The Seller must accept or reject the Order within twenty-four (24) hours. If the Seller does not respond within this period, the Order is automatically cancelled and the Buyer receives a full refund including the Platform Fee. Once the Seller has accepted the Order, it is non-cancellable, non-returnable, and non-exchangeable.

3.4 Production Timeline Exceedance

If a Seller fails to dispatch a Made to Order Product within thirty (30) days or a Customizable Product within forty-five (45) days from Order acceptance, the Buyer is entitled to a full refund regardless of production status. Chiblu may initiate such refund automatically.

3.5 How to Cancel

To cancel an Order, the Buyer must submit a cancellation request through the Platform or by emailing support@chiblu.com with the Order ID and reason. Chiblu will confirm the cancellation status within twenty-four (24) hours after verifying dispatch/production status with the Seller.

4. CANCELLATION BY SELLER

4.1 Sellers may cancel an Order in the following circumstances:

• Product is out of stock or unavailable due to unforeseen circumstances

• Buyer’s delivery address is unserviceable

• Force majeure events preventing fulfilment

4.2 Where a Seller cancels an Order, the Buyer shall receive a full refund including the Platform Fee. Repeated cancellations by a Seller may result in account review and potential suspension.

5. SECURE CHECKOUT DISPUTE REVIEW

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

• Non-delivery of the Product (lost in transit or not shipped)

• Incorrect Product delivered (materially different item from the listing)

• Product materially damaged during transit

5.2 Secure Checkout dispute review does NOT cover:

• Change of mind or buyer’s remorse

• Minor variations inherent to handmade or artisanal products (colour variation, slight size differences, natural material irregularities)

• Delivery delays caused by incorrect Buyer address or unavailability

• Dissatisfaction with product quality where the product matches the listing description

• Issues with Made to Order or Customizable Products that match the agreed specifications.

6. MANDATORY VIDEO EVIDENCE

6.1 Both Buyers and Sellers are required to submit video evidence to support any dispute or claim:

Buyer Evidence: A minimum 1-minute uncut video showing the sealed package, the opening process, and the product condition. Must be recorded at the time of delivery. No editing, splicing, trimming, filters, or screen recordings.

Seller Evidence: A minimum 1-minute uncut video showing the product before packing, the packing process, and the sealed package with the shipping label visible. Must be recorded at the time of dispatch. No editing, splicing, trimming, filters, or screen recordings.

6.2 Failure to provide compliant video evidence may result in the dispute being decided against the non-compliant party.

6.3 In the event of conflicting evidence from both parties, Chiblu shall make a determination based on the balance of probabilities, considering all available evidence including video recordings, photographs, shipping records, product listing details, and communication history. Chiblu’s determination is a commercial decision and does not constitute a judicial finding. It does not preclude either party from seeking redress before the appropriate Consumer Forum or court of competent jurisdiction.

7. PLATFORM FEE REFUND

7.1 The Platform Fee is non-refundable except in the following cases:

• The cancellation or refund is due to a verified platform error (payment processing failure, system glitch)

• The Seller cancels the Order

• The refund is triggered by Seller fault: defective product, incorrect product delivered, or non-delivery

• The Seller fails to accept a Made to Order or Customizable Order within 24 hours

• The Seller exceeds the maximum production timeline (30 days MTO, 45 days Customizable)

7.2 In cases of Seller fault, the Platform Fee is refunded to the Buyer and the equivalent amount is recovered from the Seller’s pending or future payouts.

7.3 Where the refund is initiated for reasons other than Seller fault or platform error (e.g., Buyer cancellation within the Seller’s permitted cancellation window), the Product amount is refunded but the Platform Fee is retained by Chiblu.

8. REFUND PROCESS AND TIMELINES

Once a refund request is approved, the following timelines apply:

Refund Type

Timeline

Platform Fee

Buyer Cancellation (per Seller policy)

5–7 business days

Retained by Chiblu

Seller Cancellation

5–7 business days

Refunded to Buyer

Seller Fault (defective/incorrect/non-delivery)

7–10 business days

Refunded to Buyer

Auto-cancel (MTO/Custom – 24hr timeout)

5–7 business days

Refunded to Buyer

Production timeline exceeded

7–10 business days

Refunded to Buyer

Platform error

5–7 business days

Refunded to Buyer

Refund timelines are indicative and depend on the Buyer’s bank or payment provider’s processing time. Chiblu initiates the refund within the stated timeframe; actual credit may take additional time depending on the payment instrument.

9. RETURN PROCESS

For eligible refund claims where the Product must be returned:

Step 1: Buyer raises a return/refund request through the Platform or via support@chiblu.com with Order ID, reason, and video/photographic evidence.

Step 2: Chiblu reviews the request and communicates with the Seller within 24 hours.

Step 3: If approved, the Seller or Chiblu arranges return pickup, or the Buyer ships the Product back as instructed.

Step 4: Upon receipt and verification of the returned Product by the Seller, the refund is initiated.

The Product must be returned in its original condition, with all tags, packaging, and accessories intact. Products returned in a damaged or used condition (beyond the reported defect) may not qualify for a full refund.

10. EXCHANGE

Exchanges are subject to Seller availability and the Seller’s stated policy. If the Seller offers exchanges, the Buyer may request an exchange instead of a refund. If the replacement Product is of a different value, the price difference shall be charged to or refunded to the Buyer. If the Seller does not offer exchanges, the Buyer must follow the refund process and place a new Order.

11. CONSUMER PROTECTION OVERRIDE

11.1 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 under Section 2(47) of the Consumer Protection Act, 2019, or otherwise violate applicable consumer protection law.

11.2 This discretionary override does not create an obligation for Chiblu to intervene in every transaction or to guarantee any particular outcome. The Buyer retains the right to approach the appropriate Consumer Disputes Redressal Forum if dissatisfied with any outcome.

12. SETTLEMENT TIMELINE

Seller payouts are initiated within seven (7) days from confirmed delivery. In the event of a Buyer-initiated dispute during the settlement period, the Seller payout is held until resolution, not exceeding thirty (30) days from delivery. This ensures funds remain available for refunds where applicable.

13. LIABILITY CAP

Chiblu’s total liability in respect of any single Order under this Policy shall not exceed the Platform Fee collected for that Order. This limitation does not affect the Buyer’s right to seek the full order value from the Seller or to approach the Consumer Forum.

14. MODIFICATIONS

Chiblu reserves the right to modify this policy at any time. Material changes will be communicated to Users at least thirty (30) days prior to the effective date. Continued use of the Platform constitutes acceptance of the revised policy.

15. GRIEVANCE OFFICER

For refund, cancellation, or dispute queries, 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 complaints within forty-eight (48) hours and resolve them within one (1) month. Users may escalate unresolved grievances to the National Consumer Helpline (NCH) at 1800-11-4000 or the appropriate Consumer Disputes Redressal Commission.