Cancellation, Exchange, Replacement and Refund Information
Bengaluru Brandscape Private Limited, having its registered office at 29/5, 5th Cross, 1st Main, Nanjamba Agrahar, Bangalore–560018, Karnataka, India (collectively referred to as “Bengaluru Brandscape”, “we”, “us” or “our”) manages and operates the website www.Bengalurubrandscape.com (“BENGALURU BRANDSCAPE”) and its corresponding mobile applications on iOS and Android (collectively, the “Platform”), through which various products (“Products”) and associated services, offers, programs, functionality and promotional activities may be made available to natural or legal persons who access or use the Platform (“Customer”, “User”, “you” or “your”).
We are committed to providing a transparent, dependable and customer-focused post-purchase experience. This Policy is intended to clearly explain the circumstances in which an order may be cancelled and the circumstances in which an eligible Product may be exchanged or replaced. It also sets out the circumstances and timelines applicable to refunds where a refund is legally or contractually due.
The Terms and Conditions published on the Platform shall be read together with this Cancellation, Exchange, Replacement and Refund Policy (“Policy”). In the event of any conflict, the applicable mandatory provisions of law shall prevail. Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded or restricted.
1.1 By accessing or using the Platform, placing an order, or otherwise transacting through the Platform, you acknowledge that you have read and understood this Policy and agree to be bound by its terms, subject always to applicable law. If you do not agree with this Policy, please do not place an order on the Platform.
1.2 Bengaluru Brandscape may amend this Policy from time to time. Any material revision shall be published on the Platform and shall ordinarily apply prospectively to orders placed after the effective date of the revised Policy, unless otherwise required by applicable law. The Policy applicable to an order shall be the Policy in force when that order was placed, subject to any mandatory statutory requirement applicable thereafter.
1.3 Product-specific exchange eligibility, exclusions or conditions displayed on the relevant Product detail page at the time of purchase shall form part of the applicable terms for that Product. Customers are advised to review those terms before placing an order.
2.1 “Business Day” or “Working Day” means a day other than a Sunday or a public holiday applicable to the Company or the relevant banking/payment system, as the case may be.
2.2 “Dispatch” means the point at which the ordered Product has been handed over by Bengaluru Brandscape or its fulfilment partner to the designated logistics/courier partner for delivery to the Customer.
2.3 “Exchange” means the replacement of an eligible Product with another Product of the same value or higher value, subject to stock availability and the terms of this Policy.
2.4 “Replacement” means the supply of the same Product, or an appropriate alternative where the original Product is unavailable, to address an approved claim relating to damage, defect, incorrect delivery or another qualifying non-conformity.
2.5 “Exchange Period” means 7 (seven) calendar days from the date on which the Product is recorded as delivered, unless a longer period is expressly required by applicable law or specifically stated on the Product page.
2.6 “Eligible Product” means a Product expressly identified on the Platform as eligible for exchange or replacement under this Policy.
3.1 An order may be cancelled, in whole or in part, only until the Product is dispatched. A cancellation request must be received and successfully acknowledged by Bengaluru Brandscape before dispatch.
3.2 Once a Product has been dispatched, the order cannot ordinarily be cancelled. A request received after dispatch shall not be treated as a cancellation request and shall instead be dealt with, where applicable, under the exchange or replacement provisions of this Policy.
3.3 Bengaluru Brandscape does not impose a discretionary cancellation fee merely because a Customer cancels an order before dispatch, except to the extent any charge is expressly permitted by applicable law and disclosed at the time of purchase.
3.4 Where an order is successfully cancelled before dispatch and a refund is due, Bengaluru Brandscape shall initiate the applicable refund within 7–14 (seven to fourteen) Working Days from confirmation of the approved cancellation, subject to payment-system and banking timelines.
4.1 Bengaluru Brandscape operates a “No Voluntary Return” model. Accordingly, after dispatch and delivery, a Customer does not have a general right to return a Product merely because of a change of mind, incorrect selection, personal preference or other reason unrelated to an approved Product issue.
4.2 For an Eligible Product, the applicable post-delivery remedy is exchange or replacement, and not a voluntary return for refund, subject to the Exchange Period and all conditions set out in this Policy.
4.3 Nothing in this Section limits any mandatory right or remedy available to a Customer under applicable consumer protection law, including where a Product is defective, deficient, spurious, materially different from the description or characteristics advertised/agreed, or otherwise gives rise to a legally enforceable refund or return remedy.
5.1 For Products identified as “7-Day Exchange Eligible”, an exchange or replacement request must be raised within 7 (seven) calendar days from the recorded date of delivery.
5.2 Subject to verification, an exchange or replacement may be considered where the delivered Product is damaged in transit, defective, materially incorrect, materially different from the Product ordered or advertised, missing an essential component, or otherwise qualifies under the Product-specific terms.
5.3 A request based solely on change of mind, personal preference or an incorrect selection shall be eligible only where the Product page expressly permits such exchange and the Product satisfies all applicable conditions.
5.4 All exchanges and replacements are subject to Product availability, verification and the Customer’s compliance with this Policy.
6.1 An exchange may be made for the same Product, another eligible Product of equal value, or a Product of higher value, subject to availability and eligibility.
6.2 Where the replacement or exchanged Product has a higher price than the original Product, the Customer shall pay the applicable difference before the exchange is processed.
6.3 An exchange for a lower-value Product shall not ordinarily be permitted. No cash or refund adjustment shall be payable merely because the Customer selects, or requests, a lower-value Product.
6.4 Any price difference shall be calculated on the applicable selling price displayed/confirmed by Bengaluru Brandscape at the time the exchange is approved, subject to applicable promotions or terms communicated to the Customer.
7.1 Except where the reported issue itself makes a condition impossible to satisfy, the Product must be returned for exchange/replacement in unused, unwashed, unworn, unaltered and saleable condition.
7.2 Original price tags, brand tags, barcodes, serial numbers/IMEI numbers where applicable, original packaging, protective material, manuals, warranty cards, certificates, accessories and complimentary items must be retained and returned with the Product, unless otherwise instructed by Bengaluru Brandscape.
7.3 The Product must not have been damaged, modified, repaired, customised or altered by the Customer or any third party after delivery.
7.4 Products purchased as a set, bundle or promotional package must ordinarily be exchanged/replaced as a complete set/package, unless the Product page expressly provides otherwise.
7.5 The exchange or replacement request must be raised against the original order and from the account/customer details used for that purchase, and any applicable Product identification number must correspond with Bengaluru Brandscape’s records.
8.1 Every exchange or replacement request is subject to verification. Bengaluru Brandscape may request photographs, videos, packaging images, order information, invoice details or other reasonable evidence necessary to assess the request.
8.2 Where required, Bengaluru Brandscape may arrange collection of the Product for physical inspection and quality assessment. The exchange or replacement shall be processed after the Product is received and the relevant assessment is completed.
8.3 Where the Product is found not to satisfy the applicable conditions, Bengaluru Brandscape may decline the exchange or replacement request. Where a statutory remedy applies, the matter shall be handled in accordance with applicable law.
8.4 Bengaluru Brandscape will make reasonable efforts to communicate the outcome of the assessment to the Customer and, where the request is approved, proceed with the applicable exchange or replacement.
9.1 Certain Products may be non-exchangeable because of their nature, hygiene requirements, personal-use characteristics, consumable nature, customisation or other legitimate restrictions. Unless expressly stated otherwise on the Product page, the following categories are generally non-exchangeable:
1. Innerwear and intimate apparel;
2. Personal care, hygiene and certain beauty Products;
3. Hair care Products and consumable personal-care Products;
4. Food and other consumable Products;
5. Toys and Baby Care Products where identified as non-exchangeable;
6. Personalised, customised or Made-to-Order Products;
7. Products expressly marked “Non-Exchangeable” on the relevant Product detail page; and
8. Any other category identified as non-exchangeable in the applicable Product-specific terms.
10.1 Due to the personal-use, hygiene-sensitive and consumable nature of perfumes, deodorants, body sprays, Eau de Parfum, Eau de Toilette, Eau de Cologne, roll-on deodorants and other fragrance products (collectively, “Fragrance Products”), these Products are subject to the special conditions in this Section.
10.2 Fragrance Products are not eligible for a return merely because the Customer does not prefer the fragrance, scent, intensity, longevity or other sensory characteristic of the Product. Change of mind or fragrance preference does not, by itself, constitute a defect or non-conformity.
10.3 Once delivered, a Fragrance Product that has been opened, unsealed, sprayed, applied, used, tested or otherwise tampered with by the Customer shall generally be non-exchangeable and non-returnable, except where a different remedy is required by applicable law.
10.4 Where a Fragrance Product is delivered damaged, leaking, broken, materially defective, materially incorrect, or materially different from the Product ordered, the Customer should notify Bengaluru Brandscape within 7 (seven) calendar days of delivery. Subject to verification, Bengaluru Brandscape may arrange a replacement or exchange in accordance with this Policy.
10.5 For a Fragrance Product claim, the Customer may be required to provide clear photographs or video of the Product, outer packaging, shipping label, seal and any visible leakage, breakage, damage or other issue. The original Product packaging, invoice/order details and all components supplied with the Product should be retained until the claim is resolved.
10.6 Where a Fragrance Product is alleged to be defective, Bengaluru Brandscape may require the Product to be collected and inspected before approving a replacement or other remedy. A replacement or exchange shall not be processed solely on the basis of a subjective preference regarding fragrance.
10.7 Where the Product delivered is incorrect or a different fragrance/variant has been supplied from the one ordered, the Customer may request a replacement within the 7-day Exchange Period, subject to verification.
10.8 Where the issue is attributable to damage in transit, leakage, breakage, incorrect dispatch or an accepted manufacturing defect, Bengaluru Brandscape shall determine the appropriate remedy after verification, which may include replacement or exchange and, where required by applicable law, refund.
10.9 Fragrance Products purchased as part of a gift set, bundle or promotional package shall ordinarily be handled as a complete set/package. If any part of the set is missing, damaged or defective, the Customer should report the issue within the applicable Exchange Period.
10.10 The Product detail page may impose additional or more specific conditions for a particular Fragrance Product. Such Product-specific terms shall apply in addition to this Section and shall not limit any mandatory right available under applicable law.
11.1 Subject to applicable law, an exchange or replacement request may be declined where:
1. the request is made after expiry of the applicable 7-day Exchange Period;
2. the Product has been used, worn, washed, cleaned or otherwise consumed beyond reasonable inspection;
3. the Product has been altered, repaired, customised or modified by the Customer or a third party;
4. the Product or its packaging is damaged after delivery while in the Customer’s possession;
5. original tags, labels, packaging, accessories, certificates, manuals or bundled items are missing or materially damaged;
6. the Product is from a category expressly identified as Non-Exchangeable;
7. the Product does not correspond with the original order or the identifying information does not match Bengaluru Brandscape’s records;
8. the request concerns a change of mind or personal preference for a Product that is not expressly eligible for such exchange; or
9. any material condition of this Policy or the applicable Product-specific terms has not been satisfied.
12.1 The Customer should contact Bengaluru Brandscape through the customer-support channel provided on the Platform and provide the Order ID, Product details, invoice where available, and supporting photographs/videos where requested.
12.2 Once the request is received, Bengaluru Brandscape may acknowledge the request and provide further instructions for verification, collection or self-shipment, as applicable.
12.3 Where collection is available, the reverse-logistics partner may contact the Customer to collect the Product. Collection timelines may vary by location and logistics conditions.
12.4 Bengaluru Brandscape shall process an approved exchange or replacement after the Product is received and the required verification is completed. The replacement shall be dispatched subject to stock availability and, where applicable, payment of any price difference.
13.1 Bengaluru Brandscape may, at its discretion, require the Customer to self-ship an eligible Product where reverse pick-up is unavailable for the Customer’s location.
13.2 Where self-shipment is authorised, the Customer shall use a reliable courier/postal service, retain proof of dispatch and delivery, and share the shipment receipt/tracking details with Bengaluru Brandscape at hello@bengalurubrandscape.com.
13.3 The Customer is responsible for the Product until it is received by Bengaluru Brandscape. Accordingly, the Customer should use appropriate packaging and retain proof of delivery. Where the Product is lost or damaged in self-shipment due to the Customer’s chosen carrier, the matter shall be subject to applicable law and the carrier’s terms.
14.1 Refunds are not available as a general alternative to an exchange or replacement after dispatch. Where an exchange or replacement is available under this Policy, that shall ordinarily be the applicable remedy.
14.2 Where a refund is due because an order was validly cancelled before dispatch, Bengaluru Brandscape shall initiate the refund within 7–14 (seven to fourteen) Working Days from confirmation of the approved cancellation, subject to applicable payment-system and banking timelines.
14.3 Where a Product is returned to Bengaluru Brandscape pursuant to an approved claim or where a refund is otherwise required or approved under applicable law or the specific terms applicable to the Product, the refund shall be processed within 7–14 (seven to fourteen) Working Days after the Product is received by Bengaluru Brandscape and the required verification/quality assessment is completed.
14.4 Refunds shall ordinarily be made to the original payment method, subject to the payment method used, applicable law and the operational requirements of the relevant payment service provider. Additional time may be required by the Customer’s bank or payment service provider for the amount to appear in the Customer’s account.
14.5 Unless otherwise required by applicable law, shipping charges or other separately charged fees may not form part of a refund. Where a Product is established to have been damaged, defective, incorrect or otherwise non-conforming due to reasons attributable to Bengaluru Brandscape or the relevant seller, any applicable refund of delivery or related charges shall be considered in accordance with applicable law and the facts of the case.
14.6 Bengaluru Brandscape does not make cash refunds where a non-cash payment method was used, except where required by applicable law or expressly agreed by Bengaluru Brandscape. Any wallet/store-credit refund, where offered, shall be subject to the terms communicated at the time of such refund.
15.1 Where a Product forms part of a bundle, promotional package or set, the exchange or replacement of the bundle shall ordinarily require the complete bundle to be returned, unless the Product page expressly states otherwise.
15.2 Complimentary Products, gifts or promotional items supplied with an order may be required to be returned along with the original Product where the applicable exchange/replacement relates to the complete order or bundle.
15.3 Any missing, used or damaged complimentary item may affect eligibility for exchange or replacement, subject to applicable law and the circumstances of the claim.
16.1 Customers are encouraged to inspect the external package at the time of delivery. If the package is visibly torn, opened, materially damaged or appears tampered with, the Customer should, where reasonably possible, record the condition of the package and immediately notify the delivery personnel and Bengaluru Brandscape.
16.2 Any delivery-related claim should be reported promptly and within the applicable Exchange Period. Photographs or video of the package, shipping label and Product may be requested to assist with verification.
17.1 Customers are responsible for reviewing the Product description, specifications, size/fit information, compatibility information and Product-specific exchange conditions before placing an order.
17.2 Customers must preserve the Product and all associated packaging and accessories in substantially the same condition in which they were delivered until any approved exchange or replacement is completed.
17.3 Customers must provide accurate order and contact information and cooperate reasonably with any verification, collection or delivery process required under this Policy.
18.1 Questions, concerns or complaints relating to cancellation, exchange, replacement or refund may be directed to Bengaluru Brandscape through the contact details below:
BENGALURU BRANDSCAPE PRIVATE LIMITED
Registered Office: 29/5, 5th Cross, 1st Main, Nanjamba Agrahar,
Bangalore–560018, Karnataka, India
Website: www.Bengalurubrandscape.com
Customer Support / Grievance Contact:
hello@bengalurubrandscape.com
18.2 Bengaluru Brandscape shall maintain a grievance redressal mechanism in accordance with applicable law. The name, designation and contact details of the designated Grievance Officer should be displayed prominently on the Platform as required by applicable law.
18.3 Customers are requested to include their Order ID, registered contact details and a concise description of the concern to facilitate prompt handling of the request.
19.1 This Policy is intended to operate consistently with applicable consumer protection, e-commerce, contract, payment and other laws in force in India.
19.2 Nothing in this Policy shall be interpreted as excluding, limiting or waiving any mandatory statutory right or remedy available to a consumer. Where applicable law requires Bengaluru Brandscape or a relevant seller to accept a return, provide a replacement, or issue a refund in respect of a defective, deficient, spurious, materially misdescribed or otherwise non-conforming Product, the applicable legal requirement shall prevail over this Policy.
19.3 Where a Product is subject to a manufacturer warranty or other statutory/contractual remedy, such rights may operate independently of this Policy.
20.1 Bengaluru Brandscape reserves the right to amend, modify, suspend or replace this Policy from time to time, subject to applicable law.
20.2 Any revised version shall be published on the Platform. Unless otherwise required by law, the revised Policy shall apply prospectively to orders placed after its effective date.
21.1 This Policy shall be read together with the Terms and Conditions and other applicable policies published on the Platform. If any provision of this Policy is held to be invalid, unlawful or unenforceable, the remaining provisions shall continue to the extent permitted by law.
21.2 Nothing in this Policy shall prevent a Customer from exercising any right available under applicable law before a competent authority or consumer forum/commission having jurisdiction.
The following category matrix is based on the category structure contained in the previous Policy and has been revised to reflect the 7-day exchange/replacement model, including specific conditions for Perfumes, Deodorants & Fragrance Products. The Product detail page shall prevail where a Product-specific restriction or eligibility condition is expressly displayed.
FASHION AND LIFESTYLE PRODUCTS
Apparel, accessories, footwear, etc.
7 (seven) calendar days from delivery – Exchange / Replacement only, where the
Product is expressly marked eligible and all conditions are satisfied.
FASHION AND LIFESTYLE PRODUCTS – Innerwear
Non-Exchangeable, unless a specific Product page expressly states otherwise or
a different remedy is required by applicable law.
ACCESSORIES
Hair Care Accessories, Oils & Spa, Hair Accessories, Creative &
Educational etc.
Generally Non-Exchangeable where the nature of the Product, hygiene,
personal-care or consumable characteristics so require. Product-specific
terms shall prevail.
ACCESSORIES
Bags & Backpacks, Luggage & Trolley, Handbags, Wallets, Belts,
Travel Accessories
7 (seven) calendar days from delivery – Exchange / Replacement only, where
expressly marked eligible. Lower-value exchanges are not permitted.
SAREES
Sarees, Dress Material
7 (seven) calendar days from delivery – Exchange / Replacement only, where
expressly marked eligible.
SHAWLS & WRAPS
Shawls & Wraps
7 (seven) calendar days from delivery – Exchange / Replacement only, where
expressly marked eligible.
TOYS AND BABY CARE
Toys and Baby Care
Generally Non-Exchangeable where identified as such on the Product page or
where the nature of the Product requires exclusion. Statutory rights remain unaffected.
PERFUMES, DEODORANTS & FRAGRANCE PRODUCTS
Perfumes, Eau de Parfum, Eau de Toilette, Eau de Cologne, Body Deodorants,
Roll-On Deodorants, Body Sprays and similar fragrance products.
Generally Non-Returnable / Non-Exchangeable after opening, unsealing or use. For sealed Eligible Products, qualifying damage, leakage, incorrect Product or an accepted defect must be reported within 7 (seven) calendar days of delivery. Subject to verification, replacement/exchange may be provided. Fragrance preference or change of mind is not a qualifying reason.
Important: The above matrix is an indicative category framework. Customers should always review the exchange/replacement eligibility and exclusions displayed on the specific Product detail page before placing an order. Nothing in this Annexure limits any mandatory consumer right or remedy under applicable law.
• Cancel before dispatch.
• Once dispatched, cancellation is not permitted under the standard policy.
• No voluntary returns after dispatch.
• Eligible Products may be exchanged or replaced within 7 calendar days of delivery.
• Exchange is for the same or higher value Product; any price difference for a higher-value Product is payable by the Customer.
• Lower-value exchanges are not permitted.
• Approved refunds are processed within 7–14 Working Days in accordance with Section 13.
• Where a refund is applicable following receipt of a Product by Bengaluru Brandscape, the 7–14 Working Day period begins after receipt and completion of the required verification.
• Perfumes, Deodorants & Fragrance Products are subject to special hygiene-sensitive conditions; opened/used products are generally non-exchangeable, while qualifying damaged, defective or incorrect Products should be reported within 7 calendar days.
• Mandatory statutory consumer rights are not affected by this Policy.