Refund and Returns Policy

At TourZA Commerce Private Limited (“Tourza”, “we”, “our”, or “us”), we want you to have a smooth and satisfying shopping experience. If something isn’t right with your order, we are here to make the return and refund process as simple and hassle-free as reasonably possible.

---

📦 1. Return Window

We offer a 7-day return policy from the date of delivery. You may request a return or exchange within 7 days of delivery if:

• The product is defective or damaged
• You received the wrong product
• The size does not fit properly
• The product significantly differs from its description

Return requests submitted after the applicable return period may not be accepted, except where required under applicable law.

---

✅ 2. Return Eligibility

To be eligible for a return, the product must:

• Be unused and unworn
• Be in its original condition
• Have all original tags and labels intact
• Be returned in the original packaging, where applicable
• Be accompanied by a valid proof of purchase or order ID

Products that do not meet the above conditions may be rejected after inspection.

---

❌ 3. Non-Returnable Items

The following products are generally not eligible for return or exchange:

• Innerwear, lingerie, and swimwear
• Face masks and hygiene-related products
• Products specifically marked as “Non-Returnable” or “Final Sale”
• Products that have been used, washed, altered, or damaged after delivery
• Gift cards
• Products that are not returned in their original condition, where applicable

Exceptions may apply where required under applicable law.

---

🔄 4. Exchange Policy

We may offer exchanges for eligible products due to size or colour issues, subject to product availability.

• Exchange requests must be submitted within the applicable 7-day return period.
• The replacement product must be available in the requested size, colour, or variant.
• If the requested replacement product is unavailable, we may provide a refund for the eligible order.
• Exchange requests may be initiated through your customer account or by contacting our support team.

---

🔁 5. How to Initiate a Return

Option 1 – Through Your Account:

1. Log in to your Tourza account
2. Go to My Orders
3. Select the relevant order/product
4. Choose Return / Exchange
5. Select the applicable reason for return
6. Upload product images or videos if requested
7. Submit your return request

Option 2 – Contact Us: You may also email our support team at: info@tourzacommerce.com Please include:

• Order ID
• Registered name
• Reason for return or exchange
• Product images/videos, where applicable

Our team will review the request and provide further instructions.

---

🚚 6. Reverse Pickup

For eligible returns, we may arrange a doorstep reverse pickup through our logistics partners.

• Reverse pickup may be arranged within 2–4 business days after return approval.
• Pickup timelines may vary depending on the delivery location and logistics partner.
• Customers must ensure that the product is properly packed and ready for pickup.

Return Charges:

• Defective or incorrect product received → Return pickup may be provided free of charge.
• Returns due to size, preference, change of mind, or other customer-related reasons → Return charges, if applicable, may be deducted from the refund.

---

💰 7. Refund Policy

Once the returned product is received and inspected, we will determine whether it meets the applicable return conditions. If the return is approved, the refund will be initiated through the applicable payment method.

Refund Timelines:

• UPI / Card / Net Banking → 5–7 business days
• Wallet refunds → 3–5 business days
• COD orders → Bank transfer within 5–7 business days, subject to receiving valid bank details
• Store credit → Within 24 hours, where applicable

Actual crediting time may vary depending on your bank, payment provider, or financial institution. Refund status or return-related updates may be communicated through email, SMS, WhatsApp, or other registered communication channels, where applicable.

---

⚠️ 8. Damaged, Defective, or Wrong Product

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible and preferably within 48 hours of delivery. Please provide:

• Your Order ID
• Clear photographs of the product
• Photographs of the packaging and shipping label
• A short video, where necessary, showing the issue

Email: info@tourzacommerce.com Our team will review the information provided and, after verification, may offer a replacement, exchange, or refund as applicable.

---

❌ 9. Order Cancellation

• Orders may be cancelled before they are dispatched, subject to the applicable cancellation process.
• Once an order has been dispatched, cancellation may not be possible and the applicable return process may need to be followed.
• Refunds for eligible cancelled prepaid orders will generally be initiated within 5–7 business days.
• Actual refund credit time may vary depending on the payment gateway or financial institution.

---

📍 10. Return Address

TOURZA COMMERCE PRIVATE LIMITED Office No. F2, 20 Rishi Colony, Tonk Road, Jaipur, Rajasthan – 302015, India. CIN: U47912RJ2026PTC112284   Important: Please do not send a return package to the above address without first receiving return instructions or approval from our customer support team. The actual return/warehouse address may vary depending on the product and logistics arrangement.

---

📞 11. Need Help?

For questions or assistance regarding returns, exchanges, cancellations, or refunds, please contact us: Tourza Commerce Private Limited 📧 Email: info@tourzacommerce.com 📧 Alternative Email: tourzaacommerce@gmail.com 🌐 Website: https://tourzacommerce.com 🏢 Registered Office: Office No. F2, 20 Rishi Colony, Tonk Road, Jaipur, Jaipur, Rajasthan – 302015, India.

---

Last Updated: 13 July 2026