Refund and Returns Policy

Terms and Conditions for Refund:

We may refuse returns where it is obvious that the item has been misused, altered, or damaged by the user.
Exchange/Return is only eligible in cases where the customer has received a damaged or incorrect product.
Customer must notify us via email for return/refund within 24 hours of receiving the product, to be eligible for this Return Policy.
Refund of Cash on Delivery (COD) charges is not applicable.
Refund for prepaid orders will be made back to the same method you chose for payment.
Refund for COD orders will be made in your bank account.
- Please note: Refunds (both prepaid and COD) will be processed to the original payment method/bank account, respectively.
All returns must be in unused condition with all original tags, components, and packaging intact.
If the order cancellation is requested before it is shipped, the refund will be initiated in 1-2 days.
If the order cancellation is requested after the product is shipped, the refund (excluding shipping charges) will be initiated after the package reaches back to us and passes inspection.
If the products you received are damaged or if you receive an incorrect product, we would be happy to give you the following alternatives:
- Exchange the goods for an alternative of your choice of equal value.
- Give you a full refund for the price you paid for the goods in your bank account, once we have received the products and the quality check is successfully completed.

Procedure to Apply for 24 to 48 Hour Return/Replacement:

First and most important, make sure your order/product is eligible for return/replacement by carefully reviewing the points above.
Email us at care@thebilocate.com with your “(Order number)_returns” in the subject field within 24 hours of receiving the product.
Describe in as much detail as possible the reason for the return (e.g., specific damage to the planter, wrong color of tech pot).
Also, specify whether you want to return or exchange the item; should you wish to alter the decision, you must inform this via email before the return shipment arrives at the facility.
You are requested to wait until you receive an email confirmation from our team regarding your return/exchange. Any order shipped without this confirmation will not be valid for return or replacement.
To claim a return, you must provide a full, unedited unboxing video clearly showing the AWB number and the damage/issue.
As we do not have a reverse pickup facility yet, you are requested to ship the product(s) back to us anytime within 24 to 48 hours of receiving return confirmation.
To compensate for the shipping expenses in sending the product back to us, an amount of Rs. 100 will be added (only once per order) to your bank account.
In the event that more than one replacement is requested in the same order, you will be charged a fee of Rs. 100 (shipping charges) for the subsequent replacements. Also, we won’t be able to compensate the return shipping cost (for sending it to us) for the second replacement.
You are requested to pack the items securely to prevent any loss or damage during transit.
Also, make sure to write your order number clearly on the exterior of the package.
You will receive all the details regarding the return, including the address to ship the item to, via email.

Duration of Return/Refund Process:

In case of replacement, we will ship the replacement in 3–5 days of us receiving the original product back.
In case of refund, we will initiate the refund in 3–5 days of us receiving the original product back.

Please note: After the refund is initiated from our side, the time period in which the amount reflects back in your account may vary depending on circumstances. If the mode of refund is by Credit/Debit Card or Net Banking, please allow 3 to 12 working days for the credit to appear in your account. While we regret any inconvenience caused by this time frame, it is the bank’s policy that delays the refund timing and we have no control over that.

Rules for Refunding Courier Charges:

As we do not have a reverse pickup facility yet, you are requested to ship the product(s) back to us. To compensate for the shipping expenses in sending the product back to us, an amount of Rs. 100 will be added (only once per order) to your bank account.

We recommend using ‘Speed Post’ as your courier service to send the product back to us. Speed Post is a Government of India owned entity and is one of the most economical and reliable courier services.