1) INTRODUCTION 

The portal, www.studioonyx.in (“Website”) and the mobile application ‘Studio Onyx’ (“App”) (collectively “Platforms”) is managed and operated by Studio Onyx Buildwares LLP (“Studio Onyx” or “We”), a limited liability partnership incorporated under the Limited Liability Partnership Act, 2008 with its registered office located at Opposit Co-Op Hospital Junction, Vadakara, Calicut, Kerala. Studio Onyx is inter alia engaged in the business of wholesale and retail trade in the home improvement sector and the sale of their allied and auxiliary products (“Product” or “Products”), through brick-and-mortar stores and through its Platforms and providing other home design and decor solutions (collectively, the “Services”) to the users of the Platforms (“User” or “You” or “Your”).

2) OBJECTIVES OF THIS POLICY 

2.1. In keeping with Studio Onyx’s goal of ensuring User satisfaction, this cancellation, return, and refund policy (“Cancellation, Return, and Refund Policy”), together with the terms of use at www.studioonyx.in, sets out Studio Onyx’s procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return, and Refund Policy.

2.2. Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If You do not agree to the terms contained in this Cancellation, Return and Refund Policy, You are advised not to accept the terms of use and may forthwith leave and stop using the Platforms. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and You agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3) TERMS OF CANCELLATION 

3.1. Cancellation before dispatch.

Section 3.1 of the terms and conditions outlines the cancellation and refund policy for Studio Onyx. According to this section, users have the right to cancel their orders, either partially or fully, before the products are dispatched. The user will be given a unique order ID to track the status of the order and can cancel the purchase through the App/website’s my account section before the products are invoiced. If the user cancels their order before the products are dispatched, Studio Onyx will initiate the refund process within two business days from the date on which they receive the request. Refunds for prepaid payments will be made to the original payment mode or the user’s Studio Onyx wallet, subject to applicable charges deducted by the user’s bank.

3.2. Cancellation after dispatch. The process for cancellation after invoicing will follow the same process as returns.

4) TERMS OF RETURN AND REFUND 

This Cancellation, Return and Refund Policy applies to returnable products and specifies that returns must be initiated within seven days from the date of product delivery. It is important to carefully read all sections of this policy to fully understand the terms and conditions that govern returns, including any specific information displayed on the product page. Please note that in order to facilitate a successful return pick-up, the item must be kept in its original condition, including any accompanying items such as the outer box or case, user manual, warranty cards, and manufacturer packaging, in accordance with Paragraph 4.7.

4.1 Please note that certain products are specified as “non-returnable” on the relevant product pages of the Platforms, and as such, users cannot return them unless there are defects or damages in the products, incorrect products shipped to the user, missing components, or empty sealed packages. This means that returns for non-returnable products will not be accepted for any other reason.

4.2 Please be aware that users can only return non-returnable products if there are defects or deficiencies in the product, which Studio Onyx must verify and accept at its sole discretion. Additionally, non-returnable products may be returned if they are delivered after the expected delivery date. If you wish to return a non-returnable product under these circumstances, please send an email to contact@studioonyx.in within 7 days from the date of product delivery to initiate a return request.

4.3 Studio Onyx provides users with an easy return and refund policy, as outlined in this Cancellation, Return and Refund Policy. Users can also request partial returns for one or more products, except in the case of bundled packages (as defined below). To initiate the return, refund or exchange process, please follow the steps outlined below:

• Please login with Your credentials and visit the ‘My Account’ section. 
• Select the order You want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. 
• At the time of creation of this return / refund request, if the User had used the pay on delivery mode of payment, the user will be prompted to enter the customer’s bank and account details. This will be used to refund the payment. 
• The Products will be picked up within the timelines intimated by Studio Onyx. 
• Studio Onyx will initiate the refund process only if the Products are received in accordance with the Cancellation, Return and Refund Policy. 
• On certain select days as specified by Studio Onyx, separate policies may be applicable. 

4.4 When raising a request for a product return on the Platforms, users have the option to request a refund for the amount paid towards the purchase of the product. Users may also be required to provide a copy of the original invoice when requesting a return. It is the responsibility of the user to ensure that the returned product(s) comply with the conditions outlined in this Cancellation, Return and Refund Policy, including being unused with no damage or stains, with the price label intact, and all packaging materials undamaged and unused, among other conditions. Please note that Studio Onyx reserves the right to modify and enforce this Cancellation, Return and Refund Policy at any time without prior notice to the user. However, Studio Onyx will inform users of any changes to this policy by posting a notice on the Platform’s homepage.

4.5 In the case where a user has purchased products that are part of a bundled package or a promotional package (collectively referred to as the “Bundled Package”), the user must return all the products included in the Bundled Package to qualify for refunds. This means that Studio Onyx will only process refunds once all products in the Bundled Package have been returned by the user.

4.6 Return of or refund for purchased Products shall not be entertained by Studio Onyx if:

The return of a product may be rejected by Studio Onyx if any of the following conditions are found to be true:

• The product has been used by the user.
• The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the user.
• The serial number/barcode of the product does not match with the records of Studio Onyx.
• The accessories delivered with the product (such as user manuals, etc.) are not returned in an undamaged condition.
• There are any dents, scratches, tears or any other damage to the product or any part thereof.
• The gifts accompanying the purchased product have not been returned, or upon being returned, show signs of being used, washed, or defective.
• Studio Onyx determines that the product has been rendered defective or unusable.
• The user violates any aspect of the Cancellation, Return, and Refund Policy.

4.7 In the event a User returns a Product that is not accompanied by the accessories or other items originally bundled with such Product, Studioonyx shall have the right, exercisable at its sole discretion, to (I) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

4.8 Studioonyx shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that Studioonyx shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

4.9 It is expressly clarified that the refund entitled to by a User shall include monies paid towards shipping charges or any other such charges applicable from time to time. Delivery charges applied on these products shall be refunded in proportion to the quantities returned.

4.10 Refund amount will be credited to customer’s account within 2 to 5 working days from the material received in the warehouse. Studioonyx shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Studioonyx disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

4.11 If the request for refund is undisputed by Studioonyx, the refund should reflect in the User’s bank account and/or the User’s Studioonyx Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Studioonyx initiates the refund.

4.12 Where a User has selected the pay on delivery option for payment towards the purchased Products, Studioonyx shall process all refunds into either the User’s Studioonyx Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to Studioonyx at the time of refund. Additionally, if the User has used more than one payment option for the purchase of Products on the Platforms, Studioonyx shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) Studioonyx deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s Studioonyx Wallet, upon request, it can be further transferred to a bank account as per details shared and would continue to remain in the User’s sSudioonyx Wallet until refunded or exhausted for shopping on the Platforms.

4.13. Return of purchased Products are facilitated through StudioOnyx’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by StudioOnyx, StudioOnyx’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to StudioOnyx. While StudioOnyx has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, StudioOnyx has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where StudioOnyx is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to StudioOnyx’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return. Upon self-shipping the Product to StudioOnyx’s warehouse, the User shall be required to scan the courier/postal receipt to contact@studioonyx.in for StudioOnyx’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at StudioOnyx’s returns desk/warehouse as provided in the paragraph.

4.14 If a user claims to have self-shipped a product according to the process described in section 4.6 but StudioOnyx does not receive the returned product, or if the package is empty, the user must provide proof of delivery from the courier or postal agency to StudioOnyx. Refunds will only be processed by StudioOnyx upon receiving the returned product and completing the required quality checks, or upon receiving the proof of delivery from the user.

5) GRIEVANCE REDRESSAL

To address any grievances regarding the Cancellation, Return, and Refund Policy, you can contact StudioOnyx’s grievance officer at contact@studioonyx.in