Definitions

a) “You”, “User”, or “Customer” refers to any person who has registered on the Platform and/or made a purchase.

b) “We”, “Us”, or “Our” refers to Roms N Raks


This Cancellation and Return Policy (“Policy”) outlines the terms and conditions for cancelling orders and returning / replacing products purchased through the romsnraks.com  (“Website”) and/or mobile application Roms N Raks (“App”)

Terms & Conditions for Cancellation and Return of Order

1. Order Cancellation

1.1 Customer-Initiated Cancellation

 

1. You may cancel your order before it is dispatched from our fulfilment centre or store.
2. Once cancelled, a full refund will be processed to your original payment method within 1- 5 business days.
   

1.2 Post-Dispatch Cancellation

1. Orders cannot be cancelled after they are dispatched.
2. You may choose to reject the delivery, in which case the item will be returned and a refund (after deduction of applicable shipping charges, if any) will be processed once the product reaches us.

1.3 Roms N Raks Initiated Cancellation

1. In rare cases, we may cancel your order due to stock unavailability, payment issues, or other unforeseen circumstances.
2. b) A full refund will be processed, and you will be notified via email/SMS.

2. Returns and Replacements

2.1 Eligibility for Return

You may request a return or replacement if:

     a) You received a damaged, defective, expired, or incorrect product.

     b) The product is unused, in its original packaging, and with all tags intact.

     c) The request is raised within 48 hours of delivery.

     d) A unboxing video must for return/exchange

Note: Certain product categories (e.g., Bedding, Mats & Travel Supplies, Toys, Cat litter, hygiene products, medicines, customized items) are not eligible for return or replacement unless delivered damaged or defective.

2.2 Return Request Process

To initiate a return

1.  Log in to your account → go to “My Orders” → select the relevant order → click  on   Return
2. Contact our Customer Support via phone, WhatsApp, or email ( Contact Details: +91 7736907773, email : hello@romsnraks.com)

2.3 Return Pick-Up

       a) If eligible, a return pick-up will be scheduled within 2–5 working days.

        b) Returned products must be packed securely in the original packaging.

3. Refunds

3.1 Refund Timeline

Once the returned product is received and inspected

1. Refunds are typically processed within 1-5 business days to your original  payment method.

4. Non-Returnable & Non-Cancellable Products (unless received damaged, expiry or incorrect product):

The following categories are not eligible for return, replacement,or cancellation:

     a) Pet food, treats, supplements (if opened or used)

     b) Personal care & hygiene products (e.g., grooming wipes, diapers, shampoos)

     c) Medicines & vet-prescribed items

     d) Customized or perishable goods

     e) Gift cards or e-vouchers

5. Customer Support

For assistance related to cancellations, returns, or refunds, contact us:

1. 📞 Phone: +91 7736907773
2. 💬 WhatsApp: +91 7736907773
3. 📧 Email: hello@romsnraks.com (24x7)
4.  Customer Support Hours: 10 AM – 7  PM (Monday to Saturday , excluding public holidays)