WOQMA — Refund, Replacement & Cancellation Policy

Effective Date: 21 August 2026
Applies to: All orders placed on the WOQMA website

WOQMA is a brand owned and operated by Flanfer Enterprises Private Limited. This Refund, Replacement & Cancellation Policy ("Policy") governs all requests for refunds, replacements, and order cancellations for purchases made through the WOQMA online store.

By placing an order, the customer agrees to the terms set out below.

WOQMA reserves the right to interpret and apply this Policy on a case-by-case basis. This Policy does not override any non-waivable statutory rights available to consumers under applicable Indian consumer protection law.

1. General Principle

WOQMA operates a replacement-first policy.

Where an issue is determined to be eligible under this Policy, the default remedy will be replacement of the same product.

Monetary refunds will generally be issued only where a replacement is not feasible, including where the product is unavailable, and will be processed to the original payment method or, where offered and accepted, provided as store credit.

Any remedy provided will remain subject to applicable law and the circumstances of the individual case.

2. Reporting Window

• All issues must be reported within 24 hours of delivery through the order-support channel on the website or through the registered support email.

• Requests raised after 24 hours will generally not be eligible for replacement or refund, except where otherwise required by applicable law.

• The date and time of delivery recorded by the applicable courier or logistics partner will generally be used to determine the reporting period.

3. Mandatory Unboxing Video Requirement

To be eligible for a replacement or refund under this Policy, the customer must provide an unedited, continuous unboxing video clearly showing:

• The sealed package before opening, including the shipping label and/or order number;

• The package being opened without cuts, pauses, edits, or interruptions; and

• The condition of the product and packaging immediately after opening.

The unboxing video should clearly demonstrate the condition of the package and its contents from the time it is received until the product is fully revealed.

Claims submitted without a valid unboxing video meeting these requirements may not be eligible for replacement or refund, except where the issue can be independently verified by WOQMA through other reasonable means.

Nothing in this requirement is intended to exclude or limit any statutory consumer rights that cannot legally be excluded.

4. Issues Eligible for Replacement

Subject to verification and the requirements of this Policy, the following issues may be eligible for replacement:

4.1 Damaged Product

Physical damage to the product itself that materially affects its usability, provided that the issue is reported within 24 hours and supported by the required unboxing video.

4.2 Wrong Item Delivered

Where a product different from the product ordered has been delivered.

4.3 Wrong Quantity or Size Delivered

Where the quantity or size delivered differs from the quantity or size ordered.

WOQMA will arrange replacement with the correct quantity or size, subject to availability.

Where the requested replacement is unavailable, the applicable price difference, if any, may be refunded.

4.4 Leakage or Spillage

Leakage or spillage involving liquid, cream, oil, or similar products may be eligible for replacement where reported within 24 hours and supported by the mandatory unboxing video.

4.5 Missing Items

Where one or more items are missing from a multi-item order and the shortage can be verified through the unboxing video or other reasonable evidence.

5. Matters Reviewed on a Case-by-Case Basis

The following matters are not automatically eligible for replacement or refund and may be reviewed individually by WOQMA:

• Minor or purely external/cosmetic packaging damage that does not affect the product itself; and

• Any claim that is not expressly covered elsewhere in this Policy.

WOQMA will consider the circumstances and available evidence when reviewing such claims, subject to applicable law.

6. Situations Not Eligible for Replacement or Refund

Subject to any rights that cannot legally be excluded, the following situations will generally not qualify for replacement or refund:

• Change of mind, buyer's remorse, or dissatisfaction based solely on subjective personal expectations;

• Differences in how a product looks, smells, feels, or performs compared with a customer's personal expectation, where there is no evidence of an actual manufacturing or shipping defect;

• Damage caused by misuse, mishandling, improper storage, accident, unauthorised modification, or use after the stated shelf life or expiry;

• Claims reported after the 24-hour reporting window;

• Claims not supported by the mandatory unboxing video, except where the issue can be independently verified by WOQMA;

• Products clearly marked as final sale, clearance, or otherwise non-returnable at the time of purchase; and

• Products that have been used, altered, or partially or fully consumed, except where examination of the product is reasonably necessary to establish an alleged defect.

Nothing in this section is intended to exclude any statutory consumer right or remedy that cannot legally be excluded.

7. Order Cancellations

• Orders may be cancelled without cancellation charges only before the order is packed or shipped.

• Once an order has been packed or handed over to the courier/logistics partner, it generally cannot be cancelled.

• Where permitted, a customer may refuse delivery after dispatch; however, applicable return shipping costs or other reasonable charges may be deducted from any refund where permitted by applicable law.

• WOQMA reserves the right to cancel an order due to circumstances including product unavailability, pricing or system errors, suspected fraud, unauthorised transactions, or other legitimate reasons.

• Where WOQMA cancels an order for which payment has already been received, the amount paid for the cancelled order will be fully refunded, subject to applicable law.

8. Refund Processing

• Approved refunds will generally be processed within 7–10 business days to the original payment method.

• The actual time for the refund to appear in the customer's account may depend on the payment gateway, bank, card issuer, or other financial institution and may therefore vary.

• Shipping or handling charges, if any, are generally non-refundable unless the entire order is being refunded due to an error attributable to WOQMA or where otherwise required by applicable law.

• Where store credit is offered and accepted, it will generally remain valid for 6 months from the date of issue, unless a different validity period is required by applicable law.

9. Final Authority and Right to Refuse

WOQMA reserves the right, subject to applicable law, to accept, reject, or partially approve any replacement, refund, or cancellation request.

This includes circumstances where there are reasonable grounds to suspect:

• Misuse or abuse of this Policy;

• Fraudulent or misleading claims;

• Repeated or excessive claims;

• Manipulation of evidence; or

• Any other conduct intended to obtain an unjustified replacement or refund.

WOQMA may request additional information or evidence reasonably necessary to verify a claim.

This Policy may be updated from time to time. The version of the Policy applicable to an order will generally be the version in effect when that order was placed, subject to any changes required by applicable law.

10. Contact Us

For any questions or requests regarding this Refund, Replacement & Cancellation Policy, please contact us:

WOQMA
A brand owned and operated by Flanfer Enterprises Private Limited

Email: [support email]
Website: [yourstore.com]

You may also contact us through the Contact Us page on the WOQMA website.

Effective Date: 21 August 2026

Disclaimer

This document is a general-purpose business policy template and does not constitute legal advice. It should be reviewed by a qualified lawyer before publication and customised to reflect WOQMA's actual products, fulfilment process, logistics arrangements, payment methods, and applicable legal requirements.

This Policy does not, and cannot, exclude or limit statutory rights available to consumers under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable laws and regulations in India.