Refund policy
WOQMA — Refund, Replacement & Cancellation Policy
Effective Date: 21 August 2026
Website: [yourstore.com]
WOQMA is a brand owned and operated by Flanfer Enterprises Private Limited. This Refund, Replacement & Cancellation Policy ("Policy") governs refunds, replacements, returns, and order cancellations for purchases made through [yourstore.com] (the "Site").
By placing an order on the Site, you acknowledge and agree to this Policy, along with our Terms & Conditions and Privacy Policy.
1. Order Cancellation
1.1 Cancellation Before Dispatch
You may request cancellation of an order before it has been dispatched by contacting us at [support email] with your order number.
If the cancellation request is accepted before dispatch, the amount paid for the cancelled order will be refunded to the original payment method, subject to applicable payment-processing timelines.
1.2 Cancellation After Dispatch
Once an order has been dispatched, cancellation may no longer be possible.
If cancellation is not possible after dispatch, the customer may be required to follow the applicable return/replacement process described in this Policy.
1.3 Cancellation by WOQMA
WOQMA reserves the right to cancel an order in circumstances including, but not limited to:
- Product being unavailable or out of stock;
- Pricing, listing, inventory, or technical errors;
- Suspected fraudulent or unauthorised transactions;
- Incorrect or incomplete order information;
- Circumstances beyond our reasonable control; or
- Any other reason permitted under applicable law.
If WOQMA cancels an order for which payment has already been received, the amount paid for that order will be refunded to the original payment method.
2. Damaged, Defective, Wrong or Missing Items
We take reasonable care to ensure that orders are properly packed and dispatched. If you receive:
- A damaged product;
- A defective product;
- A product different from what you ordered;
- A missing product or component;
- An item that is materially different from its description,
you must contact us within 24 hours of delivery at [support email].
Your complaint should include:
- Order number;
- Clear photographs of the outer packaging;
- Clear photographs/videos of the product and any damage or defect;
- A description of the issue; and
- The complete unboxing video, where required under this Policy.
3. Mandatory Unboxing Video
For claims relating to damaged, defective, incorrect, missing, or materially different products, WOQMA may require a continuous, uninterrupted unboxing video showing:
- The sealed package as received;
- The shipping label/order label;
- All sides of the package before opening;
- The package being opened; and
- The product and contents immediately after opening.
The video should clearly show the condition of the package and its contents.
Where an unboxing video is specifically required for verification, failure to provide the requested evidence may affect our ability to verify and approve the claim.
This requirement does not limit or exclude any statutory consumer rights available under applicable law.
4. Replacement
Where a product is verified to be damaged, defective, incorrect, or otherwise eligible for replacement under this Policy, WOQMA may, at its discretion and subject to availability:
- Replace the product with the same product; or
- Offer another appropriate resolution permitted under applicable law.
Replacement is subject to product availability and verification of the reported issue.
If the same product is unavailable, WOQMA may provide an alternative resolution, including a refund where applicable.
5. Refunds
Where a refund is approved under this Policy, the refund will generally be processed to the original payment method used for the purchase, unless otherwise required or permitted by applicable law.
The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank, card issuer, or other financial institution.
WOQMA is not responsible for delays caused by third-party payment processors or financial institutions after the refund has been initiated.
6. Return of Products
Where WOQMA approves a return, the customer may be required to return the product in accordance with the instructions provided by our customer support team.
Returned products should, where reasonably possible, include:
- Original packaging;
- Product labels/tags;
- Accessories;
- Manuals or documentation; and
- Any other items supplied with the original order.
Products should not be used, altered, damaged, or tampered with beyond what is reasonably necessary to inspect the product.
The return procedure communicated by WOQMA must be followed for the return to be processed.
7. Non-Returnable / Non-Replacement Items
Certain products may not be eligible for return, replacement, or refund due to their nature, hygiene considerations, customisation, usage, or applicable law.
Where applicable, product-specific exclusions or conditions will be disclosed on the relevant product page or before purchase.
Nothing in this Policy is intended to exclude rights that cannot lawfully be excluded under applicable consumer protection laws.
8. Refunds for Undelivered Orders
If an order is confirmed as undelivered or lost in transit, WOQMA may coordinate with the relevant courier/logistics provider to investigate the shipment.
Where a refund is determined to be applicable, it will be processed in accordance with this Policy and applicable law.
Customers should ensure that the shipping address and contact details provided at checkout are accurate and complete.
9. Incorrect Address or Failed Delivery
If an order cannot be delivered because of an incorrect or incomplete address, refusal to accept delivery, repeated failed delivery attempts, or the recipient being unavailable, additional delivery charges or other consequences may apply where permitted by law and disclosed to the customer.
Customers should contact us promptly if they believe delivery information needs to be corrected.
10. Products Damaged After Delivery
Damage caused after successful delivery due to misuse, improper handling, accidents, unauthorised modification, normal wear and tear, or failure to follow product-care instructions may not qualify for a replacement or refund.
This does not affect any rights available to consumers under applicable law.
11. How to Request a Refund or Replacement
To request a refund or replacement, please contact:
Email: [support email]
Please include:
- Order number;
- Customer name;
- Registered email address or phone number;
- Description of the issue;
- Photographs/videos supporting the claim; and
- Unboxing video, where applicable.
Our customer support team may request additional information reasonably necessary to verify the claim.
12. Verification of Claims
All refund and replacement requests may be subject to verification.
WOQMA may review photographs, videos, packaging condition, delivery records, courier information, product condition, and other relevant information before approving or rejecting a request.
We reserve the right to reject claims that are fraudulent, misleading, abusive, or unsupported by sufficient evidence, subject always to applicable law.
13. Processing Timeline
Once a refund or replacement is approved, we will initiate the applicable process within a reasonable period.
The actual time for:
- Product pickup;
- Replacement delivery;
- Refund credit
may vary depending on courier services, payment gateways, banks, and other third-party service providers.
14. Consumer Rights
Nothing in this Policy is intended to restrict, waive, or exclude any mandatory rights or remedies available to consumers under applicable Indian law, including applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws and regulations.
Where applicable law provides a consumer with rights or remedies that are more favourable than this Policy, those statutory rights will apply.
15. Policy Changes
WOQMA may update this Policy from time to time by publishing a revised version on the Site.
The updated Policy will include a revised effective date where appropriate. Customers should review this Policy periodically.
16. Contact Us
For questions or requests relating to refunds, replacements, returns, or cancellations, please contact us:
WOQMA
A brand owned and operated by Flanfer Enterprises Private Limited
Email:
Registered Office: [registered office address, Gwalior, Madhya Pradesh, India]
Website: [yourstore.com]
Effective Date: 21 August 2026
Disclaimer
This Policy is a general-purpose business template and does not constitute legal advice. It should be reviewed by a qualified lawyer before publication and customised to reflect your actual products, return process, logistics arrangements, payment methods, and applicable legal requirements.
Nothing in this Policy is intended to exclude or limit statutory consumer rights that cannot legally be excluded.