Return and Refund Policy
Effective Date: June 2026
Thank you for shopping at Ozoflex. We take immense pride in the premium quality, craftsmanship, and design of our luxury scrunchies and premium women’s fashion.
If you are not entirely satisfied with your purchase, we are here to help. Please review our policy updates regarding returns, exchanges, and refunds below.
🚨 Important Note: Our 5-Step Quality Guarantee & Unboxing Policy
At Ozoflex, we are fully committed to delivering perfection. Every single item goes through a rigorous 5-step quality check before leaving our facility, ensuring a 100% defect-free guarantee from our end. We also maintain strict video records of our packaging process to ensure the correct items are dispatched safely.
Unfortunately, due to recent transit discrepancies and a rising number of fraudulent return attempts (which ultimately impact our genuine customers and our trust-driven logistics network), we have implemented a mandatory security policy:
Mandatory Unboxing Video: We kindly request all our customers to record a continuous, unedited video while opening the parcel.
What should the video include? The video must clearly show the courier label/tracking details, the sealed condition of the package before opening, and the complete unboxing process showing the entire product.
Why is this required? This serves as crucial proof to protect both you and our brand against rare instances of courier tampering or mishaps. Please note that returns or exchange claims for damaged or missing items cannot be accepted without a valid unboxing video.
We deeply appreciate your understanding and cooperation in helping us maintain a transparent, fair, and secure shopping experience for everyone.
1. Return & Exchange Window (Strict 12-Hour Deadline)
You must report and request a return or exchange within 12 hours from the exact time of delivery.
Any requests or claims made after this 12-hour window will unfortunately not be eligible for a return, replacement, or refund.
2. Video Call Verification Process
To maintain complete transparency and resolve product concerns accurately, our quality assurance team will schedule a brief Video Call with you after you submit a return claim.
During this video call, our team will gently verify the concern alongside your submitted unboxing video to confirm the issue and fast-track your resolution. We appreciate your kind cooperation during this brief verification process.
3. Eligibility Criteria for Returns
To be eligible for a return or exchange, please ensure that:
The item must be completely unused, unwashed, and in the same condition that you received it.
The item must be in its original packaging with all product tags, labels, and branding intact.
Custom-made or custom-tailored items (such as bespoke blouses or specially measured altered outfits) are not eligible for returns, unless there is a manufacturing defect.
4. Non-Returnable Items
Due to hygiene and safety standards, certain items cannot be returned or exchanged unless they arrive damaged:
Luxury Scrunchies and hair accessories (unless unopened in original sealed packaging).
Innerwear or intimate apparel.
5. How to Initiate a Return or Exchange
To start a return or exchange process, please follow these simple steps:
Email our customer support team at support@ozoflex.com within 12 hours of delivery with your Order ID, the reason for the return/exchange, and attach your Unboxing Video.
Our support team will review your email and schedule a quick Verification Video Call with you within 24 hours.
Once verified on the call, we will guide you on the next steps for pickup or replacement.
6. Reverse Pickup & Shipping Costs
Local Deliveries (Bhubaneswar): For our local customers in Bhubaneswar, we can coordinate a doorstep hassle-free reverse pickup through our representative.
Domestic & Worldwide Shipping: If a reverse pickup service is unavailable in your pincode or country, you will need to ship the product back to our hub. Shipping costs for returns are non-refundable unless the return is due to an error on our part (damaged or wrong item sent).
7. Refunds Process
Once we receive and inspect your returned item, we will send you an email notification confirming its receipt.
If your return is approved (matching the conditions shown in your unboxing video and video call verification), your refund will be processed immediately.
The refunded amount will automatically be credited to your original method of payment (Credit/Debit Card, Net Banking, or UPI) within 5 to 7 business days, depending on your bank’s policies.
8. Contact Us
For any queries related to your returns, exchanges, or refunds, feel free to reach out:
Email: support@ozoflex.com
Location: Bhubaneswar, Odisha, India