Returns and Refund Policy
At CYOS.co.in, we are committed to providing quality products and excellent customer service. This Returns and Refund Policy explains our procedures for handling returns, exchanges, and refunds to ensure a smooth experience for our customers.
Overview
CYOS.co.in offers customized products, and our return and refund policies are designed to balance customer satisfaction with the unique nature of personalized items. We handle two main types of returns: Courier Returns (undelivered orders) and Customer Returns (quality issues or defects).
Courier Returns (RTO - Return to Origin)
Courier Returns occur when an order is undelivered and marked as 'Returning to Origin' (RTO). These situations arise due to delivery challenges beyond our control.
Reasons for Undelivered Shipments
The following are common reasons why orders may be returned to origin:
- Customer not contactable: Unable to reach the customer for delivery coordination
- Incomplete address: Missing or incorrect address details preventing delivery
- Future delivery requested by customer: Customer requests delivery at a later date
- Self-pickup requested by customer: Customer prefers to collect the order personally
- Customer refused delivery: Customer declines to accept the package
- Door/premises/office closed: Delivery location is inaccessible
- Pincode not serviceable: Delivery location is outside serviceable areas
Default Return Address: All returned shipments are sent to our Gurajala Business Services facility. When we receive your returned shipment, your merchant account will be updated and you will receive an email notification at your registered email address.
Currently, custom return addresses are not available as not all courier companies support this feature.
Action Required on Courier Returned Orders
When an order is returned due to delivery issues, CYOS will store the returned items for a period of 30 days from the date the order is marked as RTO, without any warehousing fees.
Reshipping Options: Within the 30-day storage period, you can choose to reship the order to yourself or any other address. After this period, unclaimed orders will be donated to charity, and no further action can be taken.
Important Notice: If a pincode becomes unserviceable after an order is placed, CYOS shall not be responsible for the RTO, and no refunds will be processed from our end.
For detailed instructions on how to reship your order, please refer to our Managing Returns and Replacements guide.
Incorrect Address Charges
If the delivery address provided is found to be incorrect and address correction is requested after the shipment has started traveling, you will be charged Rs. 65 + GST for the address correction service.
Customer Returns
Customer returns are handled differently based on the reason for the return. We categorize these into quality issues, damaged products, and customer rejections.
Product Quality Issues
For issues related to misprinting, damaged, or defective items, customers must communicate with CYOS within 10 days of product delivery. For items lost in shipment, claims must be communicated no later than 10 days after the estimated delivery date.
Broken Products
For fragile products such as mugs and framed posters, all issues must be raised within 10 days from the delivery date. To request a replacement:
- Send clear pictures of the broken product
- Include photos of the original packaging showing the shipping label
- Ensure customer details are clearly visible on the packaging for verification
Customer Rejection
Since our products are customized to customer requirements, any returns or rejections must be channeled through you as the merchant. We do not provide refunds for modifications in order size or color - such modifications are offered at your expense and discretion.
Modification Policy: If you choose to offer exchanges to your end customers, a new order at your expense needs to be placed for the updated modification.
Action on Returned Orders
Orders returned due to incorrect addresses or customer rejection are marked as 'Returned to Origin' (RTO) in the Manage Returns page of your merchant panel once received by CYOS.
Similar to courier returns, CYOS will store these returns for 30 days from the RTO date. You can reship the order to yourself or any other address within this period. After 30 days, unclaimed orders will be donated to charity and no further action will be possible.
Cancellations
Customer Cancellations
If we receive a cancellation notice and the order has not been processed, we will cancel the order immediately and refund the entire amount as credits to your CYOS Account.
Processing Limitation: If we have already printed and shipped the product, we cannot approve the cancellation request. In such cases, the product follows the normal lifecycle process.
CYOS Cancellations
Under certain circumstances, we may not be able to accept an order and may be compelled to cancel it. We reserve the right to refuse or cancel any order for any reason at our sole discretion.
Situations that may result in order cancellation include:
- Limitations on quantities available for purchase
- Inaccuracies or errors in product or pricing information
- Problems identified by our credit and fraud avoidance department
We may request additional verification or information before accepting any order. If your order is cancelled after charging, the amount will be reversed to your merchant account in the next ledger closing cycle (every 15 days).
Refund Policy
Manner of Refund
Credit-Based Refunds: If an order is cancelled and refund is approved, the refund is awarded in the form of 'Credits' that can be utilized for future orders from CYOS.
Credit Transfer
The credit awarded can be transferred and utilized by another customer only once, with prior intimation to CYOS.
Final Decision
Customers agree not to dispute decisions made by CYOS and accept our final decision regarding cancellations and refunds.
Important Terms and Conditions
- All return requests must be made within specified time frames
- Products must be in original condition for returns
- Customized products have different return policies due to their personalized nature
- Storage period for returned items is limited to 30 days
- Refunds are processed as account credits, not cash refunds
- CYOS reserves the right to modify this policy with prior notice
Contact Information
For questions about returns, refunds, or this policy, please contact us at:
- Website: https://CYOS.co.in/contactus/
- Email: [Your Email Address]
- Phone: [Your Phone Number]
- Returns Management: Managing Returns Guide