Return and Refund Policy

1. ABOUT VINZI

Vinzi is an online e-commerce retail platform that sells products directly to customers across India.
Vinzi operates as a direct-selling/inventory-based e-commerce business. Products purchased through Vinzi are sold to customers directly by Vinzi and are not offered for sale by independent third-party sellers through a marketplace model.
Order packing and fulfillment operations may be performed by the Wcommerce team on behalf of Vinzi. Delivery and last-mile fulfillment may be performed through Vinzi's own delivery operations.
Vinzi currently accepts orders for delivery across all states of India, subject to product availability, serviceability, applicable delivery restrictions, and other operational limitations.

2. CUSTOMER RESPONSIBILITY

Customers are responsible for carefully reviewing all product information before placing an order, including, where applicable:

Product name
Brand
Variant
Size
Quantity
Colour
Flavour
Fragrance
Specifications
Ingredients
Usage information
Compatibility
Applicable age or usage restrictions
Delivery address
Contact information
Other information displayed on the product page

Once an order has been successfully placed, a customer cannot claim a refund merely because the customer subsequently changed their mind, no longer requires the product, selected the wrong product, selected the wrong variant, selected the wrong size or colour, ordered an incorrect quantity, or otherwise made an ordering decision that was not caused by an error attributable to Vinzi.

3. NO GENERAL CHANGE-OF-MIND RETURNS

Vinzi does not provide a general change-of-mind return facility.

A customer is therefore not ordinarily entitled to return a product solely because:

the customer changed their mind;
the customer no longer wants the product;
the customer found the product cheaper elsewhere;
the customer ordered the product accidentally;
the customer ordered an incorrect quantity;
the customer selected the wrong size;
the customer selected the wrong colour;
the customer selected the wrong variant;
the customer selected the wrong flavour;
the customer selected the wrong fragrance;
the customer selected the wrong model;
the customer purchased a product that is unsuitable for their personal preference;
the customer does not like the product after receiving it; or
the customer simply no longer requires the product.
This restriction applies only to voluntary returns and does not exclude or restrict any remedy that Vinzi is required to provide under applicable law.

4. USED OR OPENED PRODUCTS

Products that have been opened, used, consumed, applied, installed, altered, washed, damaged, contaminated, or otherwise handled after delivery are generally not eligible for a voluntary return.

This may particularly apply to products where opening or use creates health, hygiene, safety, contamination, quality, authenticity, or resale concerns.

This may include, depending on the specific product:

Grocery products
Food products
Beverages
Personal-care products
Skincare products
Haircare products
Cosmetics
Perfumes
Attars
Hygiene products
Supplements
Protein products
Baby-care products
Other products that become unsuitable for resale after opening or use
However, this restriction does not prevent a customer from exercising a remedy that is mandatory under applicable law in relation to a defective, damaged, incorrect, expired, unsafe, counterfeit, adulterated, or materially non-conforming product.

5. PRODUCT CATEGORIES

Vinzi may sell products across multiple categories, including:

Grocery
Food
Beverages
Personal Care
Skincare
Haircare
Cosmetics
Perfumes
Attars
Clothing
Electronics
Home & Kitchen
Supplements
Protein Products
Baby Products
Household Products
Other consumer products offered through Vinzi
Different products or categories may have different return, replacement, warranty, hygiene, safety, storage, and refund conditions.
Customers must review the applicable product information and return eligibility displayed before placing an order.

6. DAMAGED PRODUCTS

If a product is delivered in a visibly or materially damaged condition, the customer must report the issue within 48 hours of delivery.
The customer should provide clear evidence of the alleged damage, including photographs and, where requested, video evidence.
The customer must preserve the product, original packaging, labels, shipping materials, accessories, and other components until Vinzi completes its investigation or provides further instructions.
Where the damage is verified, Vinzi may provide an appropriate remedy, which may include replacement, refund, or another remedy available under applicable law.

7. WRONG PRODUCT

If the customer receives a product that is materially different from the product ordered, the customer must report the issue within 48 hours of delivery.

The customer may be required to provide:

Order number
Photographs of the product received
Photograph of the shipping label
Photograph of the product packaging
Photograph of the product barcode/SKU, where available
Other information reasonably required for verification
Where the error is verified as being attributable to Vinzi or its fulfillment operations, Vinzi will provide the applicable remedy, which may include replacement or refund.

8. MISSING PRODUCTS

If an item is missing from an order, the customer must report the shortage within 48 hours of delivery.

Vinzi may verify the claim using relevant fulfillment and delivery information, including:

Order records
Packing records
Product quantities
Shipment information
Package weight, where available
Delivery records
Customer-provided photographs or videos
Other relevant transaction information
If the missing item is verified, Vinzi may provide the applicable remedy, which may include delivery of the missing product or refund of the eligible amount.

9. EXPIRED PRODUCTS

If a customer receives a product that is expired or otherwise appears to have an incorrect expiry/best-before status, the customer must immediately stop using or consuming the product and report the issue to Vinzi within the applicable reporting period.

The customer should retain the product and packaging and provide photographs showing:

Product name
Expiry/best-before date
Batch number
Product label
Packaging
Order details
Vinzi will investigate the issue and provide the appropriate remedy where the claim is verified.

10. DEFECTIVE PRODUCTS

Where a product appears to have a manufacturing defect or other qualifying defect, the customer must report the issue within the applicable return or warranty period.

Vinzi may require reasonable evidence to determine whether the product is defective.

Depending on the product and applicable warranty arrangements, the resolution may include:

Replacement
Refund
Repair
Manufacturer warranty service
Another legally applicable remedy

A customer-caused defect, misuse, accidental damage, unauthorized modification, improper installation, improper storage, or ordinary wear and tear may not qualify for a voluntary return or replacement, subject to applicable law.

11. UNBOXING VIDEO REQUIREMENT

For claims involving damaged, incorrect, missing, tampered, or materially different products, Vinzi requires the customer to provide an unboxing video wherever reasonably possible.

The unboxing video should preferably:

Begin before opening the package;
Clearly show the outer package;
Clearly show the shipping label;
Show the condition of the package;
Show the package being opened;
Show the contents;
Show the product and its packaging;
Show any visible damage, shortage, incorrect item, or other issue.
Customers should not intentionally edit, manipulate, obscure, or otherwise alter evidence submitted for a return or refund claim.

Important: The absence of an unboxing video will not, by itself, eliminate a consumer's statutory rights where applicable law provides otherwise. Vinzi may consider all reasonably available evidence when determining a claim.

12. VERIFICATION OF RETURN AND REFUND CLAIMS

Every return, replacement, and refund request may be subject to verification.

Vinzi may verify information including:

Order number
Customer account
Product SKU
Barcode
Serial number
Batch number
Product photographs
Unboxing video
Packaging
Delivery information
Fulfillment records
Shipment records
Package weight, where available
Product condition
Return inspection
Previous transaction history
Previous return/refund activity
Other information reasonably relevant to the claim
Submission of a return request does not automatically constitute approval of the request.

13. CUSTOMER-CAUSED DAMAGE

A product may be ineligible for a voluntary return or replacement where inspection reasonably establishes that the issue was caused after delivery by the customer or another person acting on the customer's behalf.

Examples may include:

Improper use
Accidental damage
Physical damage
Water/liquid damage
Improper storage
Improper installation
Unauthorized repair
Unauthorized modification
Tampering
Removal of identifying labels
Washing where washing is not permitted
Contamination
Misuse
Normal wear and tear
This provision does not restrict remedies that cannot legally be excluded.

14. CUSTOMER ORDERING ERRORS

Customers are responsible for verifying their order before payment and final confirmation.
Where a customer orders an incorrect product, size, colour, variant, quantity, flavour, fragrance, model, or specification, the order will generally not qualify for a change-of-mind return.
Customers should carefully review their cart, delivery address, product selection, and quantity before completing payment.

15. CUSTOMER ADDRESS ERRORS

Customers are responsible for providing a complete and accurate delivery address and valid contact information.

Vinzi will not ordinarily be responsible for delivery failure caused by information incorrectly entered by the customer, including:

Incorrect house/building number
Incorrect street/locality
Incorrect city
Incorrect PIN code
Incorrect phone number
Incomplete address
Incorrect recipient information
Where an order cannot be delivered because of customer-provided incorrect information, Vinzi may process the order according to its applicable cancellation, delivery, and refund rules, subject to applicable law.

16. CUSTOMER UNAVAILABILITY

Customers are responsible for being reasonably available to receive their orders or ensuring that an authorized person can receive the order.
Repeated failed delivery attempts caused by customer unavailability, refusal, inaccessible premises, or incorrect contact information may result in the order being returned to the fulfillment location.
Any resulting cancellation or refund will be handled according to the applicable transaction terms and applicable law.

17. CUSTOMER REFUSAL OF DELIVERY

A customer should not refuse a correctly supplied order merely because of a change of mind or ordering mistake where the applicable product is non-returnable or the transaction does not provide a voluntary cancellation/return right.
Where an order is refused, Vinzi may record the refusal and process the transaction according to the applicable cancellation and refund rules.
This provision does not affect a customer's legal rights concerning damaged, incorrect, defective, unsafe, expired, or otherwise non-conforming goods.

18. FRAUDULENT OR ABUSIVE CLAIMS

Vinzi maintains reasonable measures to protect its customers and business from fraudulent or abusive return and refund activity.

Examples of potentially abusive conduct include:

False damage claims
False missing-item claims
False non-delivery claims
Returning a different product
Returning a used product while claiming it is unused
Returning a counterfeit or substituted product
Manipulating photographs or videos
Providing false information
Repeatedly exploiting return/refund facilities
Creating multiple accounts to exploit promotional benefits
Attempting to obtain multiple refunds for the same transaction
Deliberately damaging a product and claiming delivery damage
Any other deceptive or fraudulent conduct
Where Vinzi has reasonable grounds to suspect fraud or abuse, it may investigate the transaction and take proportionate and lawful measures.
Such measures may include rejecting an ineligible voluntary claim, suspending promotional benefits, restricting an account, recovering amounts improperly obtained, or reporting suspected unlawful conduct to appropriate authorities.
Vinzi will not use fraud-prevention provisions to unlawfully deny legitimate consumer rights.

19. RETURN INSPECTION

Where a physical return is approved, the returned product may be inspected before a final refund or replacement is completed.

The inspection may verify:

Product identity
SKU/barcode
Serial number
Quantity
Condition
Packaging
Accessories
Seals
Labels
Batch information
Signs of use
Signs of damage
Signs of tampering
Consistency with the customer's stated reason for return
Where the returned product materially differs from the product for which the return was approved, Vinzi may take appropriate action in accordance with applicable law.

20. NO AUTOMATIC REFUND MERELY FOR SUBMITTING A CLAIM

Submitting a return, replacement, cancellation, or refund request does not by itself create an automatic entitlement to a refund.

Vinzi may first verify:

Whether the request was submitted within the applicable period;
Whether the product is eligible;
Whether the stated reason is supported;
Whether the product was supplied by Vinzi;
Whether the product condition satisfies the applicable requirements; and
Whether any statutory or manufacturer warranty provisions apply.
Where a refund is legally required, Vinzi will process the applicable refund in accordance with applicable law.

21. PRODUCT-SPECIFIC TERMS

Because Vinzi sells multiple categories of products, certain products may have stricter or different return conditions due to:

Hygiene
Health
Safety
Perishability
Storage requirements
Product integrity
Manufacturer warranty
Regulatory requirements
Authenticity concerns
Risk of contamination
Product-specific characteristics
The return eligibility displayed for a particular product at the time of purchase should therefore be reviewed before completing an order.
Where applicable law provides a mandatory consumer remedy, such remedy will prevail over a conflicting voluntary return restriction.

22. STATUTORY RIGHTS

Nothing in Vinzi's Return, Refund, Cancellation, Replacement, or Warranty Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or restricted.
Where applicable law requires Vinzi to provide a refund, replacement, repair, cancellation, withdrawal, or other remedy, Vinzi will comply with the applicable legal requirement.
Vinzi's voluntary return conditions are intended to govern circumstances where the law permits the business to establish reasonable return conditions.

23. GROCERY, FOOD AND PERISHABLE PRODUCTS — NON-RETURNABLE

Due to the nature of grocery, food, beverage, perishable, consumable, hygiene-sensitive, and other products that may have limited shelf life or specific storage requirements, such products are generally not eligible for voluntary return or change-of-mind return after successful delivery.

This may include, without limitation:

Grocery products
Food products
Beverages
Fresh or perishable products
Dry fruits
Cereals
Pulses
Staples
Cooking oils
Ghee
Packaged food
Snacks
Confectionery
Tea and coffee
Nutritional food products
Other consumable products
Accordingly, a customer cannot ordinarily request a return merely because:
the customer changed their mind;
the customer ordered the wrong product;
the customer ordered the wrong quantity;
the customer no longer requires the product;
the customer does not like the product;
the customer selected the wrong variant; or
the customer otherwise made an ordering decision that was not caused by an error attributable to Vinzi.

EXCEPTIONS

The non-returnable status of grocery and consumable products does not prevent a customer from reporting a legitimate issue where a remedy is required under applicable law.

Examples include:

Wrong product delivered;
Missing product;
Product delivered in damaged condition;
Expired product;
Product that is materially different from the product ordered;
Product that is unsafe or otherwise subject to a legally required remedy; or
Other legally recognized non-conformity.

Such claims may be subject to the applicable reporting period, evidence requirements, verification, and investigation described in this Policy.

24. PREPAID-ONLY PRODUCTS

For certain products, categories, order values, delivery locations, promotional orders, or operational circumstances, Vinzi may make prepaid payment mandatory.

Where a product or order is designated as “Prepaid Only”, the customer must complete payment using one of the prepaid payment methods made available by Vinzi before the order can be confirmed for fulfillment.

Available payment methods may include, where supported:

UPI;
Debit Card;
Credit Card;
Net Banking;
Wallets;

Other electronic payment methods displayed at checkout.

24.1 No Cash on Delivery for Prepaid-Only Products

Where a product or order is clearly marked “Prepaid Only” before checkout, Cash on Delivery (COD) will not be available for that transaction.
A customer cannot require Vinzi to provide COD for an order that has been expressly designated as prepaid-only.
The prepaid-only requirement may be applied for legitimate operational reasons, including:
fulfillment costs;
delivery costs;
product value;
product category;
logistics limitations;
return-to-origin risk;
payment-processing requirements;
location-specific operational conditions;
promotional conditions;
customized fulfillment arrangements; or
other legitimate business and operational considerations.

25. PREPAID-ONLY DISCLOSURE

Vinzi will endeavor to display the prepaid-only requirement clearly before the customer completes the purchase.
Where an order is designated as prepaid-only, the applicable checkout/payment interface may display a notice such as:
“PREPAID ONLY — Cash on Delivery is not available for this product/order.”
The customer should review the payment options displayed at checkout before placing the order.

26. FAILURE TO COMPLETE PREPAID PAYMENT

If a customer does not complete payment for a prepaid-only product or order, the order will not ordinarily be treated as a confirmed paid order.
Vinzi may cancel or automatically expire an unpaid order where payment is not successfully completed within the applicable checkout/payment period.

27. PREPAID ORDER CANCELLATION BY VINZI

If Vinzi accepts payment for an order but subsequently determines that the order cannot be fulfilled for reasons attributable to Vinzi, Vinzi will process the applicable refund in accordance with the applicable refund procedure and applicable law.
The refund will generally be processed to the original payment method where technically and legally possible.

28. PREPAID PAYMENT DOES NOT REMOVE CONSUMER RIGHTS

The designation of a product as Prepaid Only relates solely to the available payment method.
Prepaid-only status does not by itself remove, reduce, or waive any consumer right or legally required remedy relating to the transaction.
Similarly, the fact that a grocery or consumable product is marked non-returnable for voluntary returns does not permit Vinzi to refuse a remedy that is mandatory under applicable law.

29. CUSTOMER RESPONSIBILITY BEFORE PREPAID PURCHASE

Before completing payment for a prepaid-only product, customers should carefully verify:

Product name;
Brand;
Variant;
Size;
Quantity;
Colour, where applicable;
Flavour, where applicable;
Fragrance, where applicable;
Specifications;
Delivery address;
Contact information;
Payment amount; and
Other order details.

Once payment and order confirmation are completed, customer-initiated cancellation or return will be governed by the applicable product-specific terms and this Policy.

30. NO COD SURCHARGE OR ALTERNATIVE CASH PAYMENT

Where an order is designated as prepaid-only, Vinzi is not required to accept cash payment at the time of delivery.
Customers should not attempt to make cash payment to a delivery person for a prepaid-only order.
Delivery personnel are not authorized to override Vinzi's payment restrictions unless expressly authorized by Vinzi.