Refund & Cancellation Policy

Pyyor Enterprises Private Limited

Effective from 2026-08-18 (Version 2026-08-18)

1. Order cancellation

• Before dispatch: you can cancel any order for free from the app or website, provided the order has not yet been handed to the courier. Use Account → Orders → Cancel or write to support@pyyor.com.
• After dispatch: the order cannot be cancelled. Please receive the parcel, or refuse it at the door so it returns to us. After delivery you can request a return or exchange under section 2.
• Perishable and consumable items (Pyyor Eat): once the order has been confirmed and prepared, it cannot be cancelled. Quality issues are handled under section 2.
• Made-to-order and custom-designed items (Pyyor Sparkle Design Yours): cannot be cancelled once production has started. The product page and cart will tell you when that point is.

We do not charge a cancellation fee. If your payment was captured before cancellation, the full amount is refunded per section 3.

2. Returns and exchanges by category

2.1 Pyyor Sparkle (Jewellery)

• Returns accepted within 7 days of delivery, provided the item is unworn, in original packaging, with all tags, certificates, and invoice.
• Made-to-order and personalised pieces are non-returnable except for a manufacturing defect confirmed by our quality team.
• Natural stone characteristics (inclusions, small colour variation), minor weight tolerances, and hand-finishing marks are not considered defects.

2.2 Pyyor Wear (Clothing)

• Returns accepted within 7 days of delivery, provided the item is unworn, unwashed, with original tags and packaging intact.
• Undergarments and any item marked non-returnable on the product page cannot be returned for hygiene reasons.
• Size exchanges are subject to availability. If your requested size is out of stock we will offer a refund instead.

2.3 Pyyor Eat (Food)

• Perishable and consumable items are not returnable for change of mind.
• You can raise a quality complaint within 24 hours of delivery if the item was damaged in transit, spoiled, wrongly delivered, or does not match the description. Please attach photos.

2.4 Pyyor AI (Digital experiences)

• Digital deliverables are non-refundable once generated and delivered.
• If we fail to deliver the promised output because of a technical fault on our side, you are entitled to a full refund of the amount paid for that experience.

2.5 Damaged, defective, or wrong items (all categories)

• Please report damaged, defective, or wrong-item deliveries within 48 hours of delivery using Account → Orders → Report Issue, or by writing to support@pyyor.com.
• Attach clear photos of the outer packaging, the product, and the invoice. Where possible, an unboxing video is very helpful.
• Once verified, we will arrange a free reverse pickup and either replace the item or refund you in full.

2.6 How to request a return

• Open the order in the app or website, choose Return or exchange, pick a reason, and (for damaged items) upload photos.
• For eligible returns we arrange a reverse pickup through our logistics partner. Please keep the item in original packaging until the pickup is complete.
• If reverse pickup is not serviceable at your pin code, we will guide you through a self-ship option and reimburse a fair courier cost.
• Warranty issues for a manufacturer-warranted item should be routed to that manufacturer per the warranty terms; we will help you where we can.

3. How refunds are processed

• Prepaid cancellations: we initiate the refund to your original payment method via our payment partner Cashfree as soon as the order is cancelled before dispatch. It typically reflects in your account within 5–7 business days, subject to your bank's processing time.
• Prepaid returns: the refund is initiated only after we receive the item and it passes quality inspection—not when you submit the request or when we approve pickup. It then typically reflects within 5–7 business days.
• Cash on delivery returns: we ask for a UPI ID or bank account (holder name, account number, IFSC) to send the refund. We credit it after quality inspection, typically within 3–5 business days.
• Exchanges: after pickup and inspection we ship a replacement. There is no cash refund on an exchange.
• We only use your refund payout details to process the refund and for the dispute-resolution period after. See our Privacy Policy for retention timelines.
• You will receive an email or in-app notification when the refund is initiated and when it is completed.

4. What is not refundable

• Items returned outside the applicable return window.
• Items showing signs of use, wear, alteration, or damage caused after delivery (except manufacturer defects).
• Made-to-order or personalised items, except for confirmed defects.
• Perishable and consumable items, except for confirmed quality issues reported within 24 hours.
• Items marked non-returnable on the product page, provided the non-returnable nature was displayed before purchase.
• Digital deliverables from Pyyor AI, except where we fail to deliver.
• Coupon or promotional value used in the original transaction (only the amount you actually paid is refunded).

5. Questions or complaints

If we cannot resolve a refund or return concern through normal support, please write to our Grievance Officer at support@pyyor.com. We follow the timelines and escalation path set out on our Grievance Redressal page, in line with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020.

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