Return, Refund & Replacement Policy

At Onfleek Marketing Private Limited, we are committed to delivering products in good condition and as ordered. Due to the nature of our products, returns and refunds are accepted only under the specific conditions mentioned below.

ELIGIBILITY FOR RETURN

On our website, www.onfleekindia.com return requests may be considered only under the following conditions:

  • Return requests must be raised within 48 hours of delivery. Requests received after this period will not be considered.
  • Returns are applicable only if the received product:
    • Is incorrect in quantity;
    • Does not match the ordered specifications; or
    • Is found to be damaged or defective.
  • We do not accept returns or exchanges due to a change of mind, personal preference, incorrect design selection, or any other reason unrelated to a verified product issue.
  • Products that are customized, personalized, printed, or manufactured as per the customer's specifications are not eligible for return or exchange once the production/printing process has started.
  • Once a customized order has entered the production, printing, processing, or shipment stage, it cannot be cancelled, modified, returned, or exchanged due to a change of mind or change in design/content.
  • Customers are responsible for ensuring that all design files, artwork, text, logos, images, colours, sizes, quantities, and other specifications submitted at the time of ordering are accurate and final. Onfleek will not be responsible for errors contained in customer-approved or customer-submitted artwork.
  • Once the order has been approved and moved to production, changes to the design, text, logo, quantity, size, colour, or other specifications may not be possible.
  • Opened, tampered, or used products are not eligible for return, except where the product is found to be damaged or defective and the claim is supported by valid proof as specified below.
  • Open Box Delivery and a continuous unboxing video are mandatory for any claim relating to damage, defect, incorrect quantity, or mismatch with the ordered specifications.
  • The unboxing video must be recorded at the time of delivery and before the product is used, clearly showing the sealed package, shipping label, outer packaging, opening of the package, and the complete contents received.
  • Return, replacement, or refund requests will only be considered where valid video proof and the required supporting evidence are provided.
  • If the product has been correctly printed/manufactured according to the customer-approved design and specifications, it will not be eligible for return or replacement merely because the customer subsequently wants a different design, colour, text, layout, quantity, or other customization.

REQUIRED DOCUMENTATION FOR RETURN, REPLACEMENT OR REFUND

To initiate a return, replacement, or refund request, you must email the following information to info@onfleekindia.com within 48 hours of delivery:

  • A clear and continuous unboxing video recorded during Open Box Delivery;
  • Clear images of the received product(s);
  • Clear images of the outer packaging and shipping label;
  • A copy or clear image of the invoice; and
  • A brief description of the issue.

The unboxing video should clearly establish the condition of the package before opening and the condition and contents of the package after opening.

Requests submitted without valid unboxing video proof or with incomplete documentation may be rejected.

REPLACEMENT

Replacement may be provided for verified cases where:

  • The product is damaged or defective;
  • The quantity received is incorrect; or
  • The product received does not match the ordered specifications.

All replacement requests are subject to internal verification of the submitted evidence.

Where the same product is unavailable, a refund may be issued instead of a replacement, subject to verification and approval.

REFUND

Refunds may be issued only for verified and eligible cases, including:

  • The product is damaged or lost in transit;
  • An incorrect or defective product is delivered;
  • The quantity received is incorrect;
  • The product does not match the ordered specifications;
  • A prepaid order remains undelivered and is returned to origin; or
  • An order is cancelled automatically due to a technical issue on our end.

For product-related damage, defect, quantity, or specification claims, a valid Open Box Delivery unboxing video is mandatory. Refunds will not be processed solely on the basis of photographs where an unboxing video is required under this policy.

REFUND PROCESS

Once your return or refund request has been received and verified, we will send a confirmation email and initiate the applicable refund within 2–3 business days.

Prepaid Orders

For orders paid through card, UPI, net banking, or another prepaid payment method, the refund will be credited to the original payment method.

Depending on your bank or payment provider, it may take an additional 5–7 business days for the refund to reflect in your account after it has been initiated by us.

Cash on Delivery (COD) Orders

For COD orders, since there is no original payment method to refund to, you will be required to provide:

  • Account holder name;
  • Bank account number; and
  • IFSC code.

The refund will be processed to the provided bank account within 5–7 business days after we receive and verify the required bank details.

RTO (RETURN TO ORIGIN) & NON-DELIVERY

In cases of:

  • Delivery refusal;
  • Courier-related issues;
  • Incorrect or incomplete delivery address;
  • Customer unavailability; or
  • Other reasons resulting in the shipment being returned to origin,

a refund, where applicable, will be processed only after the product is successfully returned to our warehouse and verified to be in unused and resalable condition.

If the product has been opened, used, damaged, or tampered with after delivery, the refund may not be applicable.

ORDER CANCELLATION

  • Cancellation requests may be accepted within 2–3 hours of placing the order by contacting us through WhatsApp or by emailing info@onfleekindia.com
  • Once the cancellation window has passed or the order has been processed for dispatch, the order cannot be cancelled.
  • If an order has already been shipped, the customer may not be able to cancel the order and will be subject to the applicable RTO and refund conditions mentioned in this policy.

NON-RETURNABLE CONDITIONS

The following cases are not eligible for return, replacement, or refund:

  • Change of mind or personal preference;
  • Products that have been opened, used, consumed, or tampered with, except where specifically covered under an eligible damage or defect claim;
  • Claims raised more than 48 hours after delivery;
  • Claims without the required Open Box Delivery unboxing video where such video proof is mandatory;
  • Incomplete, unclear, edited, or manipulated evidence;
  • Damage caused after delivery due to improper handling, storage, or use; and
  • Any product that does not meet the eligibility conditions stated in this policy.

ABUSE OF RETURN & REFUND POLICY

We reserve the right to reject return, replacement, or refund requests where we identify repeated, fraudulent, misleading, or abusive claims.

Submission of manipulated, edited, or misleading photographs or videos, misuse of the return window, or repeated fraudulent claims may result in the rejection of the request and may lead to appropriate account restrictions.

IMPORTANT OPEN BOX DELIVERY REQUIREMENT

Customers are strongly advised to record a continuous unboxing video during Open Box Delivery.

The video should begin before the package is opened and should clearly show:

  • The outer packaging and its condition;
  • The shipping label/order details;
  • The complete opening of the package;
  • The product(s) received; and
  • Any visible damage, defect, shortage, or mismatch.

For any eligible claim relating to damage, defect, incorrect quantity, or mismatch with the ordered specifications, a valid Open Box Delivery unboxing video is mandatory for consideration of a return, replacement, or refund.

CONTACT DETAILS

For return, replacement, or refund-related queries, please contact us:

Email: info@onfleekindia.com
Phone: +91-120313044