Refund policy
Refund Policy
BLUE ROCK LIFESTYLE PRIVATE LIMITED (“Chaleur”) collects only the information necessary to ensure accurate service and complete your purchase. The information we collect includes your name, address, telephone number, date of birth, email address, order details, language preference, IP address, operating system, and browser type.
We will never sell, distribute, or lease your personal information to third parties.
We may track certain information based on your behaviour on our site to better understand and serve our customers. This includes URLs visited, browser information, and IP address. This information is compiled and analysed on an aggregated basis only.
1. OTP Verification and Inspection Upon Delivery
a. OTP Verification: Upon delivery, the courier will request a One-Time Password (OTP) sent to your registered mobile number.
b. Product Inspection Before OTP: We strongly advise you to inspect the package carefully before providing the OTP. Please record an unboxing video while unwrapping your Chaleur package. Verify that the product is undamaged and exactly as ordered.
c. Checking Quantity: Open the product box to confirm you have received the correct items and quantity as per your order.
d. If Package is Compromised: If the package appears damaged, tampered with, or compromised in any way, you must either:
i. Reject the delivery; or
ii. Accept delivery only after providing a negative Proof of Delivery (POD) and photographing the negative POD as evidence. Share these negative POD remarks clearly with the courier.
2. Accepted Deliveries with Partial/Damaged/Tampered Orders
If you accept delivery of an order that is partial, damaged, tampered, or compromised, you must provide:
I. A Negative POD Image
ii. A 360-degree Unboxing Video showing the clear label, outer packaging, and inner contents
3. Rejection or Negative POD
a. If you reject delivery or submit a negative POD, Chaleur will arrange to reship any missing items from your original order if the rejection claims are found valid.
b. Note: No refunds will be issued for partial, damaged, tampered, or compromised items originally shipped. The decision to accept or reject claims is at the sole discretion of Chaleur.
4. Products Accepted Without Negative POD and Unboxing Video
If you accept delivery without providing a negative POD and do not submit a 360-degree unboxing video, Chaleur is not liable for any returns or refunds.
5. Timely Submission of Complaints
a. Complaint Submission: For any issues related to your order, email support@chaleur.in within 48 hours of delivery to request a resolution.
b. Responsibility After Delivery: Chaleur is not responsible for any damage that occurs after delivery or is not clearly visible in the unboxing video.
6. Signature and Alternative Signatories
a. All orders require a signature upon delivery.
b. Alternative Signatories: If you arrange for someone else—a family member, colleague, or neighbour—to sign for your delivery, Chaleur is not responsible for items accepted by that alternate recipient. Exceptions can be made if a valid unboxing video is provided in case of any damage.
7. Shipping and Handling Fees
Shipping and handling rates vary based on product, packaging, size, volume, and other considerations. These charges will be displayed at checkout for review before completing payment.
8. Important Information Regarding Refunds
Refund Policy for Returns: No refund will be processed until the damaged or rejected item has been returned to our warehouse and inspected.
Dispute Resolution: In cases of conflict between the claims of the shipping partner and the customer, refunds will only be issued once the shipping partner formally acknowledges any claims of incorrect delivery.
This policy maintains accuracy, accountability, and quality assurance in our refund process.