Returns Refunds Cancellation

Return And Refund Policy

Returns, Refunds & Cancellation Policy

Last Updated: 8th March, 2026

At OZi, we strive to provide parents and families with safe, high-quality products delivered quickly and reliably. We provide easy & no questions asked returns for a set of products (apparels & backpacks etc.) and these are marked 'Returns Eligible' on app. While we aim for complete customer satisfaction, certain products fall under strict safety and hygiene regulations, and hence for products which are not marked 'Returns Eligible' on app, the return process is handled only on escalation.

1. Returns Policy

For products which are marked 'Returns Eligible' on the app, are no questions asked easily returnable within 5 days of delivery.

No blanket returns are available through the app/website at this time for products that are not marked 'Returns Eligible'. For them the returns will only be considered on escalation in the following cases:

  • Wrong product delivered.
  • Damaged or defective product received.
  • Expired or unsealed consumable delivered.

Products eligible for return must be:

  • Unused and in original condition.
  • With original packaging, tags, and invoice.

2. Non-Returnable Products

For reasons of safety, hygiene, and regulatory compliance, the following items are non-returnable under all circumstances:

  • Infant food, milk substitutes, and edible items.
  • Feeding bottles, nipples, and breast pumps.
  • Personal hygiene products (e.g., diapers, wipes, creams).
  • Underwear, innerwear, and opened apparel.
  • Products explicitly marked as "non-returnable" on the product page.

3. Escalation Process

  • If you face an issue with your order, please contact our Customer Support within 48 hours of delivery.
  • Share clear pictures/videos of the product and packaging for faster resolution.
  • Our team will review the escalation and may approve replacement, refund, or rejection based on the case.
  • We reserve the right to make the final decision in each case.

4. Refunds

  • Approved refunds will be processed within 5–7 business days to the original payment method.
  • COD orders will always be refunded to the OZi wallet as a credit with no conditions on usage on the OZi platform. For Prepaid orders the user can give their preference when they are asking for a refund through app or chat escalation whether they want the refund in their OZi wallet or original source.
  • Gift wrapping and shipping charges, if any, are non-refundable.

5. Cancellations

  • Order cancellation is not provided as we follow the quick commerce model where the orders are to be fulfilled in a very small window and hence there is no scope for cancellation.
  • We reserve the right to cancel any order in case of stock unavailability, pricing errors, or regulatory issues.

6. Contact Us

For escalations, please reach out to our support team:

  • For questions or concerns, reach out at: support@ozi.in
  • Office: 7th floor, Imperia Mindspace, block-B, sector 62, Gurgaon HR.
  • Email: support@ozi.in
  • Phone: 60021 10021