Return and Refund Policy | SleepOrora

Returns & Refunds

Disclaimer: In the event of any discrepancy or conflict, the English version will prevail over translation(s).

Returns Policy

  1. Most items purchased from shops listed on the SleepOrora Platform may be returnable within the return window under certain rules, except the ones explicitly identified as “Non-returnable”
  2. SleepOrora considers refund as the default mode of grievance redressal over a replacement. A replacement is offered only if the customer is willing to get a replacement as well as the seller is agreeing to provide a replacement. In that case, a replacement will be shipped once the seller/shop accepts the returned product(s). If replacement is not agreed upon by either party, a refund may be provided, subject to the fulfilment of the terms and conditions.
  3. For the refund process, timeline, terms and conditions, kindly refer to the Refund Policy section, which follows the current section.

    4. General Guidelines

  4. As a general guideline, to return a product/products, kindly contact our customer care team over a call or through WhatsApp messaging or by writing us an email. Our working hours are from 9 AM to 7 PM, Monday to Saturday, except during public holidays. Our working hours may change time to time.
  5. The usual return window (the time period only during which a return request from a customer for an order will be entertained) is 72 hours following the delivery of an order. Extension can be allowed at the sole discretion of administration in cases such as an order received by a neighbor or the security guard, in the absence of the customer.
  6. Kindly check for the quality, size, properties, suitability, accuracy, reliability, completeness, timeliness, performance, and/or safety, etc., of the ordered product(s), whichever applicable, within the return window of a particular order. In the case of any kind of discrepancy, kindly contact the seller/shop or our customer care team at the earliest.
  7. If your return request is accepted, we will arrange for the pickup of the returning order. You will be informed of the return pickup schedule through our established communication channels. Kindly ensure returning product(s) in the same conditions as you received them.
  8. The return is approved only once the seller/shop confirms and accepts the returned product(s). They may choose to reject the returned product(s) in the following cases:
    1. the product(s) were damaged/soiled/stained/mishandled while in your possession;
    2. the returned product(s) are not different from what was shipped to you;
    3. the product(s) are not returned in the original condition (with brand’s/manufacturer’s box, MRP/price tag intact, user manual, warranty card and accessories, etc., if any)
  9. In case the seller/shop refuses to accept the returned product(s), the matter will be taken up by our administrative team. They will scrutinize the whole matter again in detail and share their decision of either sending back the product(s) to the customer or approving and issuing the refund. The decision of the administrative team will be final and binding.
  10. Once the seller/shop accepts the returned product(s), the refund will be issued as per the policy.

Various Case-by-case Guidelines

1. Delivered product(s) visibly differing from the ordered product(s) (including damaged, wrong and/or used product(s)) (discrepancy that can be captured in photos)
  1. Contact the seller/shop and explain to them your concern. They should be helpful.
  2. Contact our customer care team over a call or WhatsApp messaging or an email. They will ask you to send the photographs of the delivered product. The team will compare the photos and the recorded video interaction between the customer and shop/seller for that particular order for a reasonable discrepancy. Based on which, the return may or may not be accepted. You will be informed of the decision through our established channels.
  3. If the return request is accepted, proceed with the return.
  4. If it is rejected, you may contact the customer care team for clarification and accept their decision or you may challenge the decision with our administrative team. They will scrutinize the whole matter again in detail and share their decision. The decision of the administrative team will be final and binding.

2. Missing Products in the Delivered product(s)

  1. Missing product(s) cases will be administered on a case-by-case basis. Kindly do not panic and cooperate with our customer care team for faster resolution of your concerns.

3. Delivered product(s) non-visibly differing from the ordered product(s) (including feel, touch, weight, size, etc.) (discrepancy that may not be captured in photos)

  1. Contact the seller/shop and explain to them your concern. They should be helpful.
  2. Contact our customer care team over a call or WhatsApp messaging or an email. The customer care team will note down your concerns and discuss with the seller regarding the same. In most cases, the team will accept your return request, however, it might reject it in some cases. You will be informed of the decision through our established channels.
  3. If the return request is accepted, proceed with the return.
  4. If it is rejected, you may contact the customer care team for clarification and accept their decision or you may challenge the decision with our administrative team. They will scrutinize the whole matter again in detail and share their decision. The decision of the administrative team will be final and binding.

4. Product(s) ordered/bought by mistake

  1. We do not accept any return requests for products bought by mistake.
  2. An exception may be allowed at the sole discretion of administration in cases where the genuineness of the customer and the particular case can be confirmed.
  3. To request return, it is mandatory that the order/product(s) is/are returned undamaged, unused, in the original packing and in condition (with brand’s/ manufacturer’s box, MRP/price tag intact, user manual, warranty card and accessories, etc., if any)
  4. Also, for such returns, the seller should be willing to accept the returned order. Kindly confirm with the particular shop/seller beforehand.
  5. Moreover, the two-way shipping charges and COD charges, if any, will be deducted from the refund amount.

Refund Policy

General Guidelines

  1. Any refund may be approved only once the return is approved by the respective seller/shop or if the administrative team has decided and confirmed the approval of a return. If refund is not approved or a query is raised, the customer will be contacted by the customer care team to inform and resolve the same.
  2. Once a refund is approved, the refund will be issued to the original payment method (in case of online transactions) or to the customer's bank account (in case of Cash on Delivery (COD) orders) within 72 hours (excluding holidays).
  3. The issuance of the refund will be conveyed to the customer through our established modes of communication and may also be checked as an order status in the My Orders section under their SleepOrora Account in the SleepOrora App.
  4. For refund in case of Cash on Delivery orders, the customer will be contacted by our customer care team to collect their bank details for issuing the refund. Kindly do not share sensitive information such as credit card & debit card numbers, expiry dates, cvv numbers, netbanking id or password, etc. In case such information is asked from you, kindly report to our administrative team at the earliest through an email at info@SleepOrora.co.
  5. For refund related queries and for knowing refund status, kindly contact our customer care team.

Rules for Refund Amount

  1. In case of a refund for any kind of fault in the product/order (cases 1,2,3 under Various Case-by-case Guidelines in the Returns Policy section), as checked and confirmed by our team, the refund will be issued in full. The customer will be returned the full money they paid for the product(s).
  2. In case of a refund for product(s) ordered/bought by mistake by the customer (case 4 under Various Case-by-case Guidelines in the Returns Policy section), the refund will be issued after deducting the two-way shipping charges, COD charges, and other applicable charges, if any. Neither the platform, nor the seller/shop should be liable or held responsible for paying such charges that occurred due to the customer's mistake or change of mind.
  3. However, the customer can appeal with the administrative team for partial or full waiver of such charges. The team, at their sole discretion, can partially or fully waive off such charges and issue the refund accordingly.
  4. In any case, the decision of the administrative team will be final and binding on all parties.,