B.N.M — RETURN, EXCHANGE & REFUND POLICY

Last Updated: 2 September 2026

This Return, Exchange & Refund Policy applies to purchases made directly from B.N.M through our official website and should be read together with our Terms of Service and Shipping & Delivery Policy.

Nothing in this policy limits any mandatory consumer right available under applicable Indian law.

1. Return Window

Customers may request an eligible return within 7 days from the date of delivery.

A return request submitted after this period may be declined unless the customer is entitled to a remedy under applicable law.

The 7-day commercial return window does not remove statutory remedies relating to defective, damaged, spurious, materially misdescribed or otherwise non-compliant goods.

2. Eligibility for Return

To qualify for a standard return, the product should ordinarily be:

• Unused and unworn;
• Unwashed;
• Free from stains, odour, damage or alteration caused after delivery;
• Returned with original tags attached where reasonably applicable; and
• Returned with the original product packaging where reasonably possible.

B.N.M may inspect returned goods before approving the final refund.

These conditions will not be used to deny a lawful remedy where the product itself was defective, damaged, wrongly supplied or otherwise subject to mandatory consumer protection.

3. Reasons for Return

Eligible return requests may include:

• Item received damaged;
• Wrong product received;
• Parcel damaged on arrival;
• Product materially different from the description;
• Quality-related concern;
• Incorrect size ordered or size not suitable;
• Product does not fit;
• Change of mind, where accepted within the applicable return window; or
• Other legitimate concerns reviewed by B.N.M.

Eligibility and available remedies may differ according to the nature of the return reason and applicable law.

4. Evidence for Damaged or Incorrect Products

For claims involving:

• Product damage;
• Wrong item supplied;
• Damaged or tampered parcel; or
• Other claims requiring verification,

customers may be asked to provide clear photographs or videos showing the product, packaging, labels and the reported issue.

The evidence requirement will be reasonable and limited to what is necessary to investigate the claim.

5. How to Request a Return

Customers should submit a return request using the return facility made available by B.N.M or contact customer support.

Please provide:

• Order number;
• Customer name;
• Registered mobile number or email;
• Product concerned;
• Reason for return; and
• Supporting photographs where requested.

Submission of a request does not automatically mean that the return has been approved.

B.N.M will review the request and communicate whether it is approved, rejected or requires additional information.

6. Return Approval

B.N.M may review each return request individually.

If approved, return pickup instructions or reverse-shipment information will be provided.

Customers should hand over only the approved product to the authorised courier partner.

B.N.M may reject return requests involving misuse, fraudulent claims, products materially altered after delivery or circumstances outside the applicable return conditions, provided such rejection does not conflict with mandatory consumer rights.

7. Return Pickup

Approved returns may be collected through an authorised courier partner.

Pickup availability may depend on serviceability of the customer's PIN code.

Where reverse pickup is unavailable, B.N.M may provide reasonable alternative return instructions.

The customer should retain any return pickup receipt, AWB or tracking confirmation until the matter is resolved.

8. Return Shipping Costs

Where the return is caused by:

• A defective product;
• A damaged product;
• A wrong product supplied;
• A material mismatch with the advertised or agreed product; or
• Another circumstance for which B.N.M is legally responsible,

B.N.M will not improperly shift the return-shipping cost to the customer.

For discretionary returns such as change of mind or customer-selected size issues, any applicable return-shipping charge will be disclosed before the return is confirmed, where permitted by law.

9. Inspection of Returned Goods

After the returned product reaches B.N.M or the designated return location, it may be inspected to verify the condition and return reason.

The return may then be marked as acknowledged or completed.

Where an inspection reasonably shows customer-caused damage, use inconsistent with the stated return reason or suspected fraud, B.N.M may contact the customer before determining the appropriate resolution.

10. Refunds for Prepaid Orders

For eligible prepaid orders, approved refunds will ordinarily be processed back to the original payment source used to make the purchase.

After B.N.M initiates the refund, the time required for the amount to appear in the customer's account may depend on the relevant payment gateway, card network, bank or payment service provider.

Customers will be informed once the refund has been initiated where such notification is available.

11. Refunds for Cash on Delivery Orders

Because COD orders were not originally paid through an online payment instrument, COD refunds cannot normally be returned to an original payment source.

For an eligible COD return, B.N.M may issue the approved refund through:

• UPI transfer; or
• Bank transfer,

using valid refund details supplied by the customer.

Customers are responsible for supplying accurate payment details.

B.N.M will never ask for a customer's UPI PIN, OTP, CVV, ATM PIN or internet-banking password to process a refund.

12. Refund Timing

Refunds will ordinarily be initiated after the approved returned product has been received and the return has been acknowledged or otherwise verified.

Where applicable law requires an earlier or different remedy, the legal requirement will prevail.

Processing time after refund initiation may vary depending on banks and payment service providers.

13. Exchanges

Where exchange service is available, an eligible customer may request exchange subject to:

• Product availability;
• Requested size or variant availability;
• Return eligibility; and
• Serviceability.

If the requested replacement is unavailable, B.N.M may offer an eligible refund or other appropriate remedy.

14. Wrong Product Received

If a customer receives a product different from the product ordered, the customer should contact B.N.M promptly.

After verification, B.N.M will arrange the appropriate replacement, return or refund without improperly charging the customer for B.N.M's fulfilment error.

15. Damaged or Defective Products

If a product is delivered damaged or defective, customers should notify B.N.M as soon as reasonably possible and provide supporting evidence where requested.

After verification, B.N.M will provide an appropriate remedy in accordance with applicable law, which may include:

• Replacement;
• Exchange;
• Return; or
• Refund.

16. Products Not as Described

Where goods are materially different from their advertised description, characteristics or agreed features, B.N.M will honour the remedies required by applicable consumer law.

B.N.M will not use the ordinary return conditions in this policy to unlawfully refuse a valid consumer claim.

17. Late Delivery

Where goods are delivered later than the stated delivery schedule and the circumstances give rise to a return/refund right under applicable law, B.N.M will honour that remedy.

The Consumer Protection (E-Commerce) Rules provide that an inventory ecommerce entity must not refuse to take back or refund qualifying goods that are defective, deficient, spurious, not as advertised/agreed, or delivered late, subject to the stated force-majeure exception for late delivery.

18. Non-Returnable Situations

Subject always to applicable law, B.N.M may decline a standard discretionary return where:

• The 7-day return window has expired;
• The item has been worn extensively, washed or altered after delivery;
• Customer-caused damage is present;
• Tags have been intentionally removed where tags are necessary for resale verification;
• The returned product is not the product originally supplied;
• The request is fraudulent or abusive; or
• The item falls within another lawful non-returnable category that was clearly disclosed before purchase.

This section does not prevent a customer from exercising mandatory rights relating to defective, damaged, unsafe, misdescribed or otherwise legally non-compliant products.

19. Order Cancellation

Orders may be cancelled while they remain unfulfilled and before shipment reaches a stage where dispatch can no longer reasonably be stopped.

If an eligible prepaid order is successfully cancelled, the amount paid will be refunded using the applicable refund process.

COD orders that are cancelled before dispatch do not require a payment refund because no purchase consideration has yet been collected.

20. Rejected or Refused COD Shipments

A customer's refusal of a COD shipment does not by itself eliminate statutory rights relating to legitimate product or delivery issues.

However, repeated intentional refusal of properly verified COD orders without legitimate reason may result in reasonable restrictions on future COD availability.

21. Refund Disputes

If a refund has been marked as initiated but is not received within the normal banking/payment processing period, customers should contact B.N.M with:

• Order number;
• Refund reference, where available; and
• Relevant payment information excluding confidential credentials.

B.N.M will reasonably coordinate with the relevant payment provider or bank to investigate.

22. Consumer Rights

This policy is intended to comply with applicable Indian consumer law, including the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020, as amended. The Consumer Protection Act also contains specific provisions dealing with product liability.

Nothing in this policy prevents a customer from using any statutory remedy available through a Consumer Commission, regulator, National Consumer Helpline or other competent authority.

23. Contact and Grievance Redressal

For return, exchange or refund assistance, contact B.N.M through the customer-care details displayed in our Contact Information & Grievance Redressal Policy.

Formal complaints will be handled through B.N.M's grievance mechanism in accordance with applicable law.

24. Changes to This Policy

B.N.M may update this policy to reflect changes in law, courier arrangements, payment processing or business operations.

Any update will be published with a revised effective date and will not unlawfully remove rights that already apply to an existing transaction.