Last updated: 21 September 2026
This policy covers returns, replacements, exchanges, cancellations and refunds for purchases from Boitoi India LLP at boitoi.in.
Your legal rights remain protected. These policies do not limit remedies available under applicable consumer-protection law. A product label, short reporting window, sale offer or manufacturer warranty does not override those rights.
Damaged, defective, missing, incorrect or misdescribed items
Contact us promptly if an item arrives damaged, has a defect, is missing, is not genuine, differs materially from its description or is not the item ordered. We will review the issue and arrange an appropriate return, replacement or refund. We will not require you to accept store credit instead of a refund to which you are entitled.
Please report visible delivery problems within 2 days for books, crafts and fragile items, and within 7 days for clothing, merchandise and watches. These are prompt-reporting requests to help investigation, not deadlines that remove statutory rights or prevent a claim for a hidden defect discovered later.
Share your order number or other proof of purchase, a description and any available photographs. An unboxing video is helpful if you have one, but it is not mandatory; lack of a video alone is not a reason to reject a genuine claim. We assess reasonable evidence, including packaging, delivery records and the product itself.
Change-of-mind returns and exchanges
- Books, crafts and fragile items: change-of-mind returns are not ordinarily offered. Defective, damaged, incorrect or misdescribed goods remain covered.
- Clothing and eligible merchandise: request an unused-item return or size/colour exchange within 7 days of delivery. Keep tags, accessories and packaging. The existing 7-day free-return offer applies to eligible clothing and merchandise. Exchanges depend on stock; we will explain available alternatives.
- Watches: report delivery defects or an incorrect model promptly, preferably within 7 days. Change-of-mind exchanges depend on approval and stock. Normal wear, misuse and damage caused after delivery are not manufacturing defects. Necessary opening or removal of packaging to discover a defect does not itself invalidate a claim. Any stated warranty remains available on its terms, alongside your legal rights.
- Personalised, perishable, hygiene-sensitive and digital/downloaded products, gift cards and final-sale items: change-of-mind returns may be excluded where disclosed before purchase. Failed digital delivery, unusable files, misdescription and other legally valid claims are still reviewed.
How to return an item
- Email info@boitoi.in with the issue and requested remedy.
- We will review the evidence and provide written return or collection instructions where a physical return is needed. Please contact us before sending a parcel to avoid loss or misrouting.
- Package the item safely and include the accessories and packaging still available. Missing packaging does not automatically defeat a valid defect claim.
- We will explain the outcome and any reasons for a rejection. You may ask the Grievance Officer to review the decision; an internal inspection decision does not remove your right to escalate externally.
Cancellations, unavailable items and partial COD
Request cancellation as soon as possible. Before dispatch, we will cancel and refund the amount paid without the former automatic 3% processing deduction. After dispatch, contact us so we can assess interception or arrange the appropriate return. An order is not automatically ineligible for a remedy merely because it has been dispatched.
If we cannot supply an item or meet the agreed dispatch/delivery terms, we will inform you and offer the appropriate cancellation/refund or a revised timeline for you to accept. You do not have to wait 60 working days to ask for a remedy. We will not impose a new deadline without your agreement.
Partial COD advances form part of your payment. They are not automatically forfeited. Refund eligibility follows the same rules as other payments. Where Boitoi cannot fulfil the order, we refund the eligible advance in full.
Refund amounts and return costs
Refunds use the amount actually paid, including applicable taxes. For an unavailable item or an accepted defect, wrong-item, misdescription or Boitoi/courier-fault claim, we bear necessary return costs and refund the associated shipping and service charges where applicable. We do not deduct a payment-processing penalty for our failure to fulfil an order. For a partially returned order, we explain how order-level charges are allocated.
For an exceptional, voluntarily accepted change-of-mind return outside a free-return offer, any lawful, actual return or reshipping cost will be explained and agreed before you proceed. No arbitrary RTO penalty, automatic double-shipping deduction or blanket international-RTO forfeiture applies. We investigate failed delivery and responsibility before proposing any deduction; we do not charge customers for Boitoi or courier errors.
Refund timing and method
Approved refunds are initiated within 7–14 business days, without unnecessary delay and subject to any shorter period required by law. We confirm the amount and provide a payment/refund reference. Bank or payment-provider posting time can vary; this does not extend our grievance-redressal obligations.
Prepaid refunds go to the original payment method where supported. For COD payments, we arrange a bank/UPI refund using details you provide securely. We will never ask for your OTP, PIN, password or CVV to process a refund. If a refund has not arrived within 15 business days of approval, contact us with the confirmation.
Late or failed delivery
Contact us when the communicated delivery schedule is missed. We investigate, provide an update and honour cancellation, return and refund rights that apply to late or failed delivery. Genuine force-majeure events are assessed under applicable law; ordinary operational delay does not automatically remove your rights. See the Shipping Policy.
Complaints and grievance redressal
Grievance Officer: Tirtharaj Bhattacharjee
Email: info@boitoi.in
Telephone/customer care: +91 8902988961
Postal address: Boitoi India LLP, 115, Kona Dhara Para, Howrah – 711114, West Bengal, India.
Email your complaint with your order number, if available, contact details, the issue and the resolution you seek. An order number helps us investigate but is not a condition for raising a complaint. We acknowledge complaints within 48 hours of receipt, provide a copy of the complaint as recorded, and redress them within one month of receipt. These grievance deadlines are not measured in business hours. Keep the acknowledgement for follow-up.
You may also contact the Government of India’s National Consumer Helpline: 1915 or 1800 11 4000; WhatsApp/SMS: 8800001915; email: nch-ca@gov.in. Telephone support is available 8:00 AM–8:00 PM, except national holidays, as stated on the official contact page. NCH offers pre-litigation assistance; it is distinct from a Consumer Commission. You remain free to approach the competent Consumer Commission or other authority without first completing our internal process.
