O&I is a Clothing Brand operating under Ukiyo Lifestyle, a company incorporated under the laws of India, with registered address as 90 /A, Sushmas,Brindavan Road, Ramanjaneya Nagar, Uttarahalli, Bengaluru, Karnataka 560061. Ukiyo Lifestyle is a retail company which offers fashion merchandise and solutions, through its website www.theoddandimperfect.com, and its mobile and tablet applications (“Platforms”), which facilitate the purchase of fashion merchandise (“Products”) by users of the Platforms (“Customers”).
1. What is this Cancellation, Exchange, Return and Refund Policy?
1.1. Customers are our priority and in keeping with O&I’s goal of ensuring Customer satisfaction, this cancellation, return and refund Policy (“Cancellation, Exchange, Return, and Refund Policy”) has been put in place which sets out O&I’s procedures and policies in accepting:
(a) Product cancellations before the Product is delivered to a Customer; or
(b) Product returns, once a Product has been delivered to a Customer after purchase from the Platforms.
Any return or cancellation of Products by Customers shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.
1.2. Customers are required to read and understand the terms of this Cancellation, Exchange, Return and Refund Policy. If you do not agree to the terms contained in this Cancellation, Return and Refund Policy, you are advised not to purchase using the Platforms. The terms contained in this Cancellation, Exchange, Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.
2. Terms of Cancellation and Refund
2.1. Cancellation before the Product is Shipped
2.1.1. A Customer is permitted to fully or partially cancel orders prior to its shipment from O&I.
2.1.2. Upon successfully placing an order on the Platforms and after O&I has successfully handed over the Product(s) to its Logistic Partner, the Customer will receive a unique tracking identity number, which will enable the Customer in tracking the status of delivery of the purchased Products.
2.1.3. Prior to the shipment of the purchased Products, should the Customer decide to cancel the purchase, the Customer can do so by referencing the Order Id received by the Customer and requesting O&I to process a cancellation by sending an email to firstname.lastname@example.org.
2.1.4. Refund. In all events of cancellation prior to the shipment of the purchased Products, O&I shall initiate refunds within 2 (two) business days from the date on which it received the request from the Customer except in the case where Cash on Delivery purchase is made.
2.1.5. In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the Customer’s bank.
2.2. Cancellation after the Product is Shipped. We do not accept post-shipment cancellation of orders. Customers can opt for Return and Refund under such circumstances.
3. Terms of Exchange
3.1 The product exchange option is currently not available for online purchase.
3.2 If the Customer is dissatisfied with the size of the Product, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by O&I after due verification at its sole discretion), a customer can always return the product/s within the defined return period and place another order.
4. Terms of Return and Refund.
4.1. The details set out below shall apply, subject to the other Terms and Conditions of this Cancellation, Exchange, Return and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return information.
4.2. If the Customer is dissatisfied with the purchased Product received from O&I, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by O&I after due verification at its sole discretion) or in case of late delivery (except in case of force majeure including COVID-19), a Customer may initiate a request for returning the Product on the Platforms. The Customer shall initiate such requests for a return not later than 7 (Seven) days from the date on which he/she received the delivery of the Product.
4.3. Subject to the terms of this Cancellation, Return and Refund Policy, O&I offers Customers an easy return / refund policy. O&I also accepts partial returns wherein Customer can raise a return request for one or all Products except in case of Bundled Packages (as defined hereinafter). The process for initiating a return and refund request is:
4.3.1. Please login with your credentials and visit the My Orders section.
4.3.2. Select the order you want to return and click on “Return” and follow the instructions on this page to obtain a Return ID. Kindly email an image of the Product and the invoice for our reference to email@example.com.
4.3.3. At the time of creation of this return and refund request, the Customer shall mention the Customer’s bank details, if the Customer had used the Cash on Delivery mode of payment
4.3.4. The Products will be picked up within the timelines intimated by O&I.
4.3.5. O&I will initiate the refund process only if the Products are received in accordance with the Cancellation, Exchange, Return and Refund Policy.
4.3.6. On certain select days as specified by O&I separate policies may be applicable.
4.4. While raising a request for return on the Platforms, the Customer shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The Customer will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The Customer shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. O&I reserves the right to alter and enforce this Cancellation, Exchange, Return and Refund Policy at any time without having to serve a prior notice on the Customer. However, O&I will notify the Customers of any change in the Cancellation, Exchange, Return and Refund Policy by posting a notice on the homepage of the Platform.
4.5. If a Customer has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the Customer shall be required to return all the Products that form a part of the Bundled Package for O&I to process refunds. For illustrative purposes, if the Customer has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the Customer will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package.
4.6. Return of or refund for purchased Products shall not be entertained by O&I if:
4.6.1. the Product has been used for reasons apart from checking fit and comfort. If O&I is satisfied that the Product has been used for reasons apart from checking fit and comfort, O&I shall reserve the right to reject the return of the Product;
4.6.2. the Product has been washed;
4.6.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the Customer;
4.6.4. the serial number/bar code/QR code of the Product, as applicable, does not match O&I’s records;
4.6.5. there are any scratches, tears or any other damage to the Products thereof;
4.6.7. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;
4.6.8. O&I is satisfied that the Product has been rendered defective or unusable; or
4.6.9. if the Customer in any way breaches the Cancellation, Exchange, Return and Refund Policy
4.7. In the event a Customer returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, O&I shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such Customer is entitled to.
4.8. O&I shall initiate a process of refund of the monies paid by the Customer towards purchase of a Product, if upon conducting quality checks; it is satisfied that the Product being returned entitles the Customer to a refund. It is further clarified that O&I shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.
4.9. It is expressly clarified that the refund entitled to by a Customer shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by O&I after due verification at its sole discretion).
4.10. O&I shall make all reasonable attempts to keep the Customer apprised of the status of refund through updates shared on the Customer’s registered mobile number and email address. O&I disclaims all liabilities that may arise on account of its failure to keep the Customer apprised of the status of the refund.
4.11. If the request for refund is undisputed by O&I, the refund should reflect in the Customer’s bank account within such reasonable time (subject to the policies of the Customer’s bank in case of bank account/credit card refunds) from the date on which O&I initiates the refund.
4.12. Refunds shall be processed by O&I through its normal banking channels except in cases where a Customer had opted for the cash on delivery option. Where a Customer had opted for Cash On Delivery option for payment towards the purchased Products, O&I shall process all refunds into either the Customer’s valid bank accounts, if details of such accounts are provided by the Customer to O&I at the time of refund. Further, should the Customer have used more than 1 (one) payment option for the purchase of Products on the Platforms, O&I shall process all refunds through a Payment Option O&I deems fit, in its sole discretion, to process such refunds.
4.13. Return of purchased Products is facilitated through O&I’s reverse-logistics partners. Upon a Customer making a request for return of Product on the Platforms and the same being duly acknowledged by O&I, O&I’s reverse-logistics partners shall get in touch with the Customer in order to collect the purchased Products from the Customer and delivering it to O&I. While O&I has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, O&I has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where O& is unable to facilitate a pick-up of the purchased Product for return from the Customer, the Customer is required to self-ship the Product to Customer’s shipping warehouse, the address for which will be intimated to the Customer upon the Customer placing such request for return.. Upon self-shipping the Product to O&I’s warehouse, the Customer shall be required to scan the courier/postal receipt to firstname.lastname@example.org for O&I’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at O&I’s returns desk/warehouse.
4.14. In the event where the Customer claims to have self-shipped the Product in accordance with the process set out in paragraph 4.13 above and O&I does not receive the returned Product or the package containing such Product is empty, the Customer shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to O&I to prove his/her claim of return of Products through self-shipment to O&I. It is specifically clarified that any refunds shall be processed by O&I only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the Customer, as the case may be.
5. Grievance Redressal
Any grievances relating to the Cancellation, Exchange, Return and Refund Policy may be directed by you to the grievance officer of O&I who can be contacted at email@example.com