REFUND, RETURN & CANCELLATION POLICY
Effective Date: 09/09/2025
Last Updated: 09/09/2025
At Orlonow, operated by Kirana Quick Technologies Private Limited (“Company”, “we”, “our” or “us”), we are committed to providing our customers with a seamless shopping experience and reliable service. This Refund, Return & Cancellation Policy (“Policy”) sets out the principles and procedures governing refunds, returns, replacements, and cancellations for purchases made through our website www.orlonow.in (“Website”).
This Policy must be read in conjunction with our Terms & Conditions and Privacy Policy, as it forms an integral part of our contractual relationship with you (“User”, “you”, or “your”). By placing an order on the Website, you acknowledge and agree to the terms set forth herein.
General Principles
Orlonow strives to ensure that every product displayed on the Website is delivered to you in perfect condition and as described. We partner with carefully selected Sellers and logistics providers to uphold high standards of quality, safety, and reliability. However, we recognise that situations may arise where you wish to cancel an order, request a refund, or return a product.
This Policy provides a structured mechanism to address such situations while balancing your rights as a customer with our operational limitations and the nature of the products offered. The Company reserves the right to amend this Policy from time to time to reflect changes in law, business practices, or service arrangements, and any such amendments shall be effective upon publication on the Website.
Eligibility for Returns and Refunds
You may request a return or refund for products purchased through the Website if they are received in a damaged, defective, or incorrect condition, or if they materially differ from the description provided on the Website. To initiate a request, you must notify our customer support team at support@orlonow.in within 24 hours of delivery for products classified as perishable. For all other products, refund or return requests must be raised within 48 hours of delivery or within such other timeline as may be specifically stated on the product page, whichever is applicable. We may request photographs, videos, or other reasonable evidence of the issue to substantiate your claim before approving a return, replacement, or refund.
Returned products must be unused, in their original packaging, and accompanied by all accessories, labels, manuals, warranty cards, and invoices. We reserve the right to inspect the returned item and validate your claim prior to approving any refund or replacement. Requests failing to meet these eligibility criteria may be rejected at our sole discretion.
Non-Returnable and Non-Refundable Products
Certain products, by their nature, cannot be returned or refunded. These include:
Perishable goods such as food and beverages;
Personal care, hygiene, and wellness products where packaging has been opened;
Products marked as “Final Sale”, “Non-Returnable”, or equivalent on the Website; and
Digital goods, downloadable content, or subscription-based services once access has been provided.
We strongly recommend reviewing product descriptions carefully before placing your order. Where specific return limitations apply, the same will be highlighted clearly on the relevant product page.
Order Cancellations
a. Cancellations by the User
You may cancel your order at any time prior to dispatch by contacting our customer support team. Once the order has been processed and handed over to our logistics partners, cancellations may no longer be accepted. In such cases, you may instead request a return after delivery, subject to the eligibility conditions set out in this Policy.
b. Cancellations by Orlonow
We reserve the right to cancel an order, in whole or in part, in circumstances where:
The product is unavailable or out of stock;
There are errors or inaccuracies in product information or pricing;
Payment authorisation fails or cannot be verified; or
We suspect fraudulent transactions or misuse of the Website.
In all such cases, any amount debited from your account will be refunded within the timelines prescribed under applicable law, including the Consumer Protection Act, 2019 and RBI guidelines on electronic payments.
Refund Timelines and Process
Once a return request has been approved and the product has been received at our designated facility or inspected by the relevant Seller, we will initiate the refund process. Refunds shall ordinarily be processed within five (5) to seven (7) business days from the date of approval, in accordance with timelines prescribed under the Consumer Protection Act, 2019 and the Reserve Bank of India guidelines on electronic payments.
Refunds will be made to the original mode of payment used at the time of purchase, unless otherwise expressly agreed with you in writing. While we strive to ensure timely completion, delays may occur due to processing by banks, payment gateways, or financial institutions. In such cases, Orlonow shall not be held liable for the delay but will extend all reasonable assistance to facilitate resolution.
Refunds shall be limited to the product value actually paid by you at the time of purchase, excluding delivery charges, handling fees, or other ancillary costs unless otherwise mandated by law or expressly stated on the Website.
Replacements and Exchanges
In cases where a product is found to be defective, damaged, or materially inconsistent with its description, you may opt for a replacement instead of a refund, subject to product availability. Replacement requests must be raised within the same timeline applicable to returns i.e., within 24 hours of delivery for perishable products and within 48 hours of delivery for all other products, unless a different timeline is specifically mentioned on the respective product page. The product must also meet all eligibility conditions specified under Eligibility for Returns and Refunds.
Where the replacement item is out of stock or otherwise unavailable, we will process a refund in accordance with the clause titled “Refund Timelines and Process”. Please note that replacement timelines may depend on stock availability, Seller processing speed, and third-party logistics schedules.
In circumstances involving perishable goods, hygiene-sensitive items, or time-bound offers, we may, at our discretion, limit replacement options and instead issue refunds or store credits in accordance with this Policy.
Fraudulent or Abusive Claims
Orlonow follows a zero-tolerance approach towards fraudulent, dishonest, or abusive claims raised under this Policy. If, in our sole discretion, a refund, return, or replacement request is found to involve misrepresentation, habitual misuse, or any attempt to exploit the platform, Orlonow reserves the right to:
Reject such requests without further obligation;
Deduct applicable logistics, handling, or restocking charges where required;
Restrict, suspend, or permanently deactivate the concerned User’s account; and
Report suspicious activities to the relevant authorities, where necessary.
These measures ensure fairness to genuine customers while safeguarding Orlonow, its Sellers, and logistics partners from exploitation.
Delivery Failures and Unreachable Customers
In circumstances where delivery cannot be completed due to incorrect or incomplete address details, restricted access to the delivery location, or repeated customer unavailability, the product may be returned to the Seller.
In such cases, any refunds processed, where applicable, shall be after deduction of applicable logistics, handling, and restocking charges. Repeated failed deliveries or persistent refusals to accept confirmed orders may lead to restrictions on future purchases or temporary suspension of the User’s account, at Orlonow’s discretion.
Force Majeure
Orlonow shall not be held liable for any delay, failure, or inability to process refunds, returns, replacements, or cancellations where such delay or failure is attributable to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, governmental restrictions, supply chain disruptions, cyber incidents, or other force majeure events.
In such situations, we will make all reasonable efforts to process your request as soon as practicable.
Exceptions and Limitations
While Orlonow facilitates returns, refunds, and cancellations to enhance customer satisfaction, there are inherent operational and legal limitations that must be observed:
Orlonow primarily acts as a facilitator between users and Sellers and, unless otherwise expressly stated, does not manufacture or directly control the products sold on the Website. Accordingly, approvals of refund or replacement requests may, in certain cases, be contingent upon Seller confirmation.
Refund and replacement processes may be delayed due to circumstances beyond our control, including natural disasters, strikes, transport disruptions, or other force majeure events.
We will not entertain refund or return requests that are raised beyond the timelines prescribed in this Policy unless otherwise required under applicable consumer protection laws.
Claims relating to misuse, physical damage post-delivery, unauthorised tampering, or self-inflicted defects in the product shall not be covered under this Policy.
Orlonow’s liability under this Policy shall in no event exceed the order value actually paid by you, except where otherwise required under applicable law.
By purchasing from Orlonow, you expressly acknowledge these limitations and agree to cooperate in good faith to resolve disputes in accordance with the mechanisms provided herein.
Final Authority Disclaimer
All decisions regarding refunds, returns, replacements, and cancellations shall rest exclusively with Orlonow and shall be final and binding, subject always to applicable laws. By placing an order, you acknowledge and agree that Orlonow’s determinations in this regard are conclusive and enforceable.
For all matters relating to liability limitations, dispute resolution, governing law, and other statutory obligations under the Consumer Protection Act, 2019 and RBI refund timelines, please refer to our Terms & Conditions, which form an integral part of this Policy.
Contact and Support
For any queries, grievances, or assistance related to refunds, returns, cancellations, or replacements, you may reach out to our dedicated support team using the following contact details:
Kirana Quick Technologies Private Limited
Website: www.orlonow.in
Email: support@orlonow.in
Registered Office: VO-007, WeWork, Galaxy Business Park, A44-45, Sushil Marg, Sector 62, Noida, Gautam Buddha Nagar, UP -201309
Grievance Officer:
Name: Nandakishore Padmanabhan
Designation: Grievance Officer
Email: support@orlonow.in
Contact No.: +91 8448911919
Office Address: VO-007, WeWork, Galaxy Business Park, A44-45, Sushil Marg, Sector 62, Noida, Gautam Buddha Nagar, UP -201309
Our team is committed to acknowledging your request promptly and resolving it in accordance with the provisions of this Policy and applicable law. Where required under the Consumer Protection Act, 2019 or other statutory frameworks, we will escalate unresolved issues to the designated grievance officer, whose details are provided in our Privacy Policy.