Refund, Return, and Exchange Policy

Returns, refunds and exchanges are provided by Shoe Store, a member of the Grozeo merchant network, for specific products. This policy gives you the option to return or exchange items purchased on the website or customer app within the specified return/exchange period, as detailed on the product details page, subject to applicable terms and conditions.

1. Eligibility for Returns & Exchanges

Products may be eligible for return or exchange under the following conditions:

The item is damaged, defective, or missing parts upon delivery.
The wrong product was delivered.
The product is in the incorrect size or specification.

Non-Returnable Items:

Perishable goods (e.g., food items, flowers)
Personalized or custom-made items
Hygiene-related products (e.g., undergarments, beauty products, health & personal care items)
Hazardous or flammable materials (e.g., liquids, gases)
Gift cards and downloadable software products

2. Refund Process & Timelines

Refunds will be issued once the return is approved by the merchant. Refunds may be processed through:

Original payment method (e.g., credit/debit card, UPI, digital wallet)
Store credit (applicable for select merchants)
Bank transfer (if applicable)

Partial Refunds:

Issued if the product is returned in a non-original condition, missing parts, or visibly damaged not due to the merchant.

3. Return & Pickup Process

Customers can initiate a return request through:

My Orders
Customer support via email or phone

Return Shipping:

Some merchants provide free pickup for returns; others may require self-shipping.
For high-value returns, trackable shipping or insurance is recommended.
Returns due to change of mind may require the customer to bear return shipping costs.

4. Exchange Policy

Customers may request an exchange in the following cases:

Wrong size or defective product received
Damaged product eligible for replacement

Exchange Process:

Based on product availability
If unavailable, store credit or refund may be issued

5. Merchant Responsibilities

Conduct quality checks before approving returns
Restock returned items if resalable
Follow Grozeo’s return and refund guidelines

6. Grozeo’s Role

Acts as a technology provider between merchants and customers
Merchants define their own policies within Grozeo’s guidelines
Grozeo does not process refunds directly

7. Fraud Prevention & Abuse Policy

Returns may be rejected for misuse, tampering, or customer-caused damage
Original packaging and accessories required
No partial returns for bundled items
Suspicious return patterns may lead to restrictions

8. Customer Support & Dispute Resolution

Customer must first contact the merchant
If unresolved, escalate to Grozeo support
Grozeo will mediate based on platform guidelines

Support Contact:
Email:
Phone:
Live Chat: Available on the Grozeo platform

Final Notes

This policy is designed to protect both customers and merchants. Individual merchants may have additional policies, so customers are advised to review merchant-specific guidelines before purchasing. Policy is subject to change based on platform updates and regulations.

Thank you for shopping with Grozeo!

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