Refund & Cancellation Policy

 

Company: Downtime Products LLP

Last Updated: 1 April 2026

 

At Downtime Products LLP, we want every purchase to be a seamless experience. This Policy explains when and how you can cancel an order, return a product, or request a refund. It applies to all orders placed through our website and is issued in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this Policy limits your statutory rights as a consumer under Indian law.

 

1. Cancellations

We understand plans change, and we will do our best to accommodate cancellation requests. Please note the following:

·       Cancellations are accepted only if you contact us immediately after placing your order, before it has been processed for dispatch.

·       If your order has already been communicated to our vendor or merchant and the shipping process has been initiated, we may not be able to cancel it. In that case, you are welcome to initiate a return once the item is delivered.

·       To request a cancellation, please contact our Customer Service team at arushi@moodlabs.in as soon as possible after placing your order.

 

2. Returns and Replacements

We accept return and replacement requests in the situations described below. Please read each case carefully, as the process and outcome may differ depending on your situation.

·       Damaged or defective items

If your item arrives damaged or you discover a defect, please contact our Customer Service team within 7 days of delivery. When you get in touch, describe the issue clearly and attach photographs showing the damage or defect. We will review the issue. If the damage or defect is confirmed, we will offer you either a replacement or a refund, depending on availability and your preference. Refunds or replacements will only be issued after the item has been returned, received and inspected by our team.

 

·       Wrong item received

If you receive a product that is different from what you ordered, whether that is the wrong item entirely or the wrong size, colour, or variant, please contact us within 7 days of delivery with your order details and a photograph of what you received. We will review the issue, confirm the error and offer you either a replacement or a refund, depending on availability and your preference. Refunds or replacements will only be issued after the item has been returned, received and inspected by our team.

 

·       Product not as described

If the product you receive is significantly different from how it was described or shown on our website, please contact us within 7 days of delivery. Our Customer Service team will review your complaint alongside the product listing and determine the appropriate resolution, which may include a replacement or refund.

 

·       Perishable items

We do not accept returns on perishable goods such as food or flowers. However, if you can show that the product was of poor or unacceptable quality at the time it was delivered, for example by sharing photographs taken on the day of delivery, we will arrange a refund or replacement after review.

 

·       Condition of returned items

To be eligible for a return, items must be unused and in their original condition, with all original packaging, tags, accessories, and documentation included. We reserve the right to decline a return or reduce any refund for items that have been used, damaged after delivery, or returned incomplete. If you are unsure whether your item qualifies, please contact us before sending anything back.

 

·       How returns are processed

Do not send any item back to us without first receiving written confirmation from our Customer Service team. Once your return is approved, we will provide you with instructions on how and where to send the item. Refunds or replacements will only be issued after the returned item has been received and inspected by our team. We will notify you of the outcome within a reasonable time of receiving the return.

 

3. Non-Returnable Items

The following items are not eligible for return or cancellation, except in cases of damage, defect, or a significant mismatch with the product description:

·       Perishable goods such as food, flowers, or similar items.

·       Products that have been used.

·       Items marked as non-returnable on the product page at the time of purchase.

 

4. Manufacturer Warranty

Some of our products come with a warranty provided directly by the manufacturer. For any defects or issues that fall within the warranty period, we recommend reaching out to the manufacturer or authorised service centre directly, as they are best placed to resolve such matters. Our Customer Service team is happy to help you identify the right contact if needed.

 

5. Refunds

Once a refund is approved by Downtime Products LLP, the amount will be credited to your original payment method within 5 to 7 business days. Please note that your bank or payment provider may take additional time to reflect the credit in your account, which is outside our control. We are not responsible for any delays caused by third-party payment gateways, banks, or financial institutions after the refund has been processed at our end. If your refund has not appeared within 7 business days of our confirmation, please contact your bank first, and then reach out to us if the matter remains unresolved.

 

Refunds will be issued to the same payment method used at the time of purchase.

 

6. How to Reach Us

For any cancellation, return, or refund request, please contact our Customer Service team:

Email: arushi@moodlabs.in

Support Hours: Monday to Friday, 9:00 AM to 5:00 PM IST

 

This Policy is governed by the laws of India. Any disputes shall be subject to the jurisdiction of courts in Mumbai, India.