Return, Refund & Replacement Policy

Last updated: July 2026

Policies are set per product

Amstaz is a curated marketplace, and different products carry different policies. Some are returnable, some are replacement-only, some are refundable, and some are non-returnable. The exact policy that applies to an item — and the number of days it's valid — is always shown on that product's page, so you can check it before you buy.

The policy types you'll see

On the product page	What it means
Return & Refund	You may return the item within the stated days and receive a refund.
Return Only	The item may be returned within the stated days (resolution as described at return).
Refund Only	Eligible for a refund within the stated days without a physical return, where applicable.
Replacement Only	The item can be replaced with the same product, but not refunded.
Return + Replacement	You may return the item and receive a replacement.
Refund + Replacement	You may choose either a refund or a replacement.
Return + Refund + Replacement	Full flexibility — return, refund or replacement within the stated days.
Exchange Only	The item can be exchanged for the same product, subject to availability.
Non-Returnable	Cannot be returned or refunded for a change of mind (see your statutory rights below).
Custom Policy	A specific policy written on the product page for that item.

Why some items are non-returnable

Many personal care, cosmetic, hygiene and consumable products are marked non-returnable once opened or once their seal is broken. This is standard practice across Indian e-commerce and exists for genuine health and hygiene reasons — a used or unsealed personal-care product cannot be safely resold to another customer. Where this applies, it is clearly shown on the product page before you order.

Your rights under Indian law are always protected. Regardless of a product's stated policy — including items marked "Non-Returnable" — if you receive an item that is damaged, defective, expired, wrong, or materially different from what was described, you are entitled to a replacement or refund. This is your right under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and no store policy overrides it. "Non-returnable" applies only to change-of-mind returns.

Damaged, defective or wrong items

If something arrives damaged, defective, or isn't what you ordered:

Contact us within 48 hours of delivery so we can help quickly.
Keep the product, its packaging and labels, and share clear photos (and a short video if the item is damaged or leaking).
We'll arrange a replacement or refund at no cost to you.

Cancelling an order

You can cancel an order yourself any time before it is shipped — open your order under My Orders and choose Cancel. Once an order has shipped, it can no longer be cancelled, but it may still be eligible for return/replacement depending on the product's policy. If any payment was made, it is refunded for cancelled orders.

How to request a return, refund or replacement

Email priyabrata.amstaz@gmail.com or call +91 62941 52501 (Mon–Sat, 9am–7pm).
Include your Order ID (format AMZ-YYYYMMDD-XXXX), the item, and the reason.
For quality issues, attach photos. We'll confirm eligibility against the product's policy and guide you through the next steps.

Refund timelines

Once a return is received and approved (or a cancellation/defective claim is confirmed), refunds are initiated to your original payment method, typically within 5–7 business days. The time for the amount to reflect in your account depends on your bank or UPI provider. For manual/UPI payments, we may request the account details needed to process your refund securely.

Conditions for returns

Requests must be raised within the number of days shown on the product page, counted from the delivery date.
For change-of-mind returns, the item should be unused, unopened where applicable, and in its original packaging with tags and seals intact.
These conditions do not apply to damaged, defective, expired or wrong items, which are always covered.

Grievance redressal

In line with the Consumer Protection (E-Commerce) Rules, 2020, any complaint can be raised with us by email or phone above (please mention "Grievance" in the subject). We aim to acknowledge complaints promptly and resolve them within the timelines required under applicable law. Full details are in our Terms & Conditions.

This policy is provided in good faith for clarity and does not limit any right you have under applicable Indian law. Where a specific product's page states different terms, and those terms are more generous, the product page applies; your statutory rights always apply regardless.