Returns and Shipping
At Brown Box, we are committed to customer satisfaction and fair trade practices. We offer a simple and transparent cancellation, return, and refund policy, detailed below.
Order Cancellation
Customer-Initiated Cancellations:
- Order placed by mistake.
- Items in the order are no longer needed.
- Order has not yet been shipped.
Brown Box-Initiated Cancellations:
- COD order remains unconfirmed due to no response from the customer during validation (before dispatch).
- Items in the order are out of stock.
- Order appears to be fraudulent.
Once an order has been processed and dispatched, cancellations are not possible, as we may not have control over the logistics once the order is in transit. If the dispatched order is rejected, it will result in a Return to Origin (RTO), incurring costs for Brown Box. We encourage customers to thoughtfully reject deliveries when necessary.
Cancellation Timeframe:
Cancellation requests must be made within 24 hours of placing the order. Orders confirmed before 1:00 PM GST (Gulf Standard Time) are usually dispatched the same day, while those confirmed after 1:00 PM GST will be dispatched the next working day.
Important Notes:
- Orders cannot be canceled on Sundays or national holidays.
- No cancellation fee is applied for cancellations made within the first 24 hours.
- Cancellation is not applicable for express shipment requests.
Refund Policy
Refunds are eligible under the following conditions:
- Order canceled within 24 hours and not yet dispatched.
- Returned order passed inspection at our warehouse.
Eligible refunds are processed within 3-4 business days, though it may take 7-10 additional working days for the refund to reflect in your bank account, depending on the bank’s processing times. Refunds will be made to the original payment method, or via NEFT/RTGS for bank transfer and COD orders.
Refund Notification:
We will notify you when your refund has been initiated, including the transaction reference number. In case of discrepancies, we may request additional information, such as a bank statement, to resolve the issue.
Shipping Policy
Deliveries are made for confirmed orders, and customers are required to provide accurate delivery information, including address and contact details. Delivery will be attempted according to the chosen time slot, but factors like weather or unforeseen events may cause delays.
Deliveries may be made by Brown Box, our product partners, or logistics partners. Delivery charges depend on the location, time, and nature of the products. In rare cases, customers may need to collect the package from a nearby courier service for added convenience.
Note:
These terms and conditions are subject to change without prior notice. For any further assistance, please visit our Contact Us page.