Refund & Return Policy

1. When you can ask for a replacement or refund

• The package arrived damaged or tampered with.
• You received the wrong product or a pack is missing from your order.
• The product is expired or spoiled on delivery.
• You paid, but we were unable to fulfil the order (out of stock, unserviceable pincode).
• You were charged twice or paid a wrong amount because of an error on our side.

2. What we can't accept

• Opened or partly consumed packs, unless there is a quality or safety issue.
• Change-of-mind returns, or dislike of taste (we're happy to hear your feedback, though!).
• Damage caused after delivery, or from incorrect storage.
• Requests raised after the reporting window below.

3. How to raise a request

Please report the issue within 48 hours of delivery:

1. WhatsApp us on +91 87577 26925 or email support@orzino.com with your Order ID (you can find it on your order page).
2. Attach clear photos or a short video of the outer package, the product and the batch / best-before label.
3. Tell us what went wrong and whether you prefer a replacement or a refund.

We will review your request and get back to you promptly. We may ask for extra details to complete the review.

4. Cancelling an order

• Before dispatch:you can cancel and receive a full refund. Message us with your Order ID as early as possible (there is a “Request cancellation” button on your order page).
• After dispatch:we can't cancel an order that is already on its way. If it then arrives damaged or incorrect, the replacement/refund rules above apply.

5. How refunds are paid

• Approved refunds are sent to the UPI ID / bank account you paid from, within 5-7 business days of approval.
• We will share the refund reference number with you on WhatsApp or email.
• If the issue was our mistake, the delivery charge is refunded too. Otherwise it is non-refundable once shipped.
• If you prefer, you can choose a replacement or store credit instead of a refund.

6. Payment problems

If money was debited but your order wasn't confirmed, don't pay again — send us your UPI reference (UTR) and Order ID. Once we verify the payment we will either confirm the order or refund you within 5-7 business days.

7. Need help?

Reach our support team at support@orzino.com or +91 87577 26925 (Mon - Sun: 8:00 AM - 9:00 PM). This policy is part of our Terms & Conditions.