Refund Policy

CANCELLATION, RETURN, EXCHANGE AND REFUND POLICY


Effective Date: 2 August 2026
Last Updated: 2 August 2026

At CZARD, every timepiece is inspected and packaged with care before dispatch. This Policy explains when an order may be cancelled and how we handle products that arrive damaged, defective, incomplete or incorrect.

This Policy applies to purchases made directly through www.czard.com, operated by Posh Lush, trading under the brand name CZARD.

Please review this Policy before placing an order.

Here are certain points to be noted while requesting a refund:

  1. Accessories are non refundable.
  2. Items available for returns (and refunds) must be unused, intact, and in their original packaging.
  3. Watches that have been worn extensively or have scratches on the bracelet and case do not qualify for exchange or return.
  4. Refunds will only be processed after we receive the watch.
  5. The refund will only be processed after the order passes the Quality Check at our facility upon receipt.

1. Order Cancellation

You may request cancellation of an order at any time before it has been dispatched.

To request cancellation, contact us using the details stated at the end of this Policy and provide:

  • Your full name;

  • Order number;

  • Registered email address or Telephone number; and

  • The reason for cancellation.

Where contacting us by email, please use “Order Cancellation Request for [Order Number]” as the subject line.

A cancellation request is considered accepted only after you receive written confirmation from CZARD.

Submitting a cancellation request does not itself guarantee cancellation. If the order has already been packed, processed or handed over to our courier or logistics partner before the request is actioned, we may be unable to cancel it.

CZARD does not charge a cancellation fee for an order successfully cancelled before dispatch.

2. Refunds for Cancelled Orders

Where a prepaid order is successfully cancelled before dispatch, the full amount paid for that order will be refunded to the original payment method.

CZARD will ordinarily initiate the refund within three business days after confirming the cancellation.

After the refund has been initiated, the time required for the amount to appear in your account will depend on your bank, card issuer, payment gateway or payment-service provider. This may ordinarily take between five and ten business days.

Refunds cannot ordinarily be transferred to a different card, account, wallet or UPI ID from the one used to place the order.

Cash-on-delivery orders do not require a payment refund where no advance payment has been collected.

3. Cancellation After Dispatch

Once an order has been dispatched or handed over to our courier or logistics partner, it cannot be cancelled.

You may contact our support team immediately, and we will make a reasonable attempt to assist you. However, we cannot guarantee that a dispatched shipment can be recalled or stopped.

Refusing delivery does not automatically constitute an approved cancellation or return.

4. Change-of-Mind Returns

CZARD does not accept returns, exchanges or refunds after dispatch solely because:

  • You changed your mind;

  • You no longer want the product;

  • You prefer another model, colour, finish or design;

  • The product does not suit your personal style;

  • The watch appears larger or smaller than expected;

  • The strap or bracelet does not fit without adjustment;

  • You entered incorrect order details;

  • You found the product at a different price elsewhere; or

  • The product was purchased during a sale, promotion or limited release.

Customers are requested to review the product description, dimensions, specifications, photographs, price, delivery address and selected variant carefully before completing the purchase.

Nothing in this section limits your rights where a product is damaged, defective, incorrect, incomplete, materially different from its description or otherwise covered by applicable law.

5. Products Eligible for Return or Replacement

You may submit a claim where:

  • the product was damaged during transit;

  • the product received is materially different from the product ordered;

  • the wrong model or variant was delivered;

  • an item or accessory forming part of the order is missing;

  • the product has a material manufacturing defect upon delivery;

  • the watch is non-functional upon delivery; or

  • the product is materially inconsistent with the description or specifications published on our website.

A product will not be considered defective merely because of:

  • minor differences in colour caused by screen, lighting or photography conditions;

  • natural variation in leather, fabric, metal finishing, texture or other materials;

  • minor finishing variations that do not materially affect appearance or function;

  • normal characteristics of mechanical, automatic or quartz watch movements;

  • accuracy variation falling within the specifications published for the relevant product or movement;

  • normal strap creasing;

  • ordinary wear and tear; or

  • personal preference regarding fit, weight, colour or appearance.

6. Reporting a Delivery Issue

Any visible transit damage, wrong product, missing item or obvious defect should be reported to CZARD within 48 hours of delivery.

Your request should include:

  • your full name;

  • order number;

  • registered email address or telephone number;

  • a clear description of the issue;

  • photographs showing the product, packaging and shipping label; and

  • an unboxing video, where available.

Prompt reporting helps us investigate the matter with our courier, warehouse and fulfilment partners.

Failure to report an issue within 48 hours may affect our ability to verify whether damage or loss occurred before or after delivery. However, this reporting period does not exclude any right or remedy that cannot legally be restricted.

Manufacturing or functional issues discovered after the initial delivery period may be handled under CZARD’s applicable Warranty Policy.

7. Unboxing Video and Supporting Evidence

We strongly recommend recording a clear and continuous unboxing video for every order.

The video should:

  • show the sealed parcel from all sides;

  • clearly display the shipping label;

  • show the parcel being opened without interruption;

  • show the product and all included contents; and

  • clearly capture any damage, missing item or incorrect product.

An unboxing video is particularly important for claims involving:

  • empty parcels;

  • missing products or accessories;

  • transit damage;

  • tampered packaging; or

  • an incorrect product.

The absence of an unboxing video will not automatically invalidate a genuine legal claim. However, CZARD may request other reasonable evidence and may be unable to approve a claim where the available information is insufficient to verify what occurred.

Edited, incomplete, unclear or discontinuous videos may not be accepted as conclusive evidence.

8. Conditions for Return or Replacement

To qualify for a return, replacement or refund, the product must ordinarily:

  • have been purchased directly from www.czard.com;

  • be accompanied by valid proof of purchase;

  • be returned in its original condition;

  • not have been worn beyond what is reasonably necessary to inspect the product;

  • not have been damaged after delivery;

  • retain its protective films, labels and tags, where applicable;

  • not have been resized, engraved, altered or personalised;

  • include the original box, packaging, manuals, warranty documentation and accessories; and

  • include any complimentary item or gift supplied with the order.

A claim may be rejected where the product shows signs of:

  • misuse or negligent handling;

  • impact, crushing or accidental damage after delivery;

  • water exposure beyond the stated water-resistance rating;

  • improper operation;

  • unauthorised opening, repair or modification;

  • magnetism or environmental damage;

  • chemical, cosmetic or moisture exposure;

  • excessive wear;

  • missing components;

  • removal of identifying marks or serial numbers; or

  • damage caused by failing to follow the product-care instructions.

Where the reported issue is unrelated to missing packaging or accessories, CZARD may consider the claim on its individual facts rather than rejecting it automatically.

9. Return Assessment and Approval

All return, exchange and refund requests are subject to reasonable assessment and verification.

After receiving your request, CZARD may:

  • request additional photographs, videos or information;

  • conduct a remote troubleshooting assessment;

  • arrange for the product to be collected;

  • ask you to ship the product to an authorised address; or

  • refer the product for technical inspection.

Do not send a product to CZARD without receiving written return authorisation and shipping instructions.

Products sent without authorisation may be delayed, refused or returned to the sender.

Approval of a request will be based on:

  • the nature of the reported issue;

  • the available evidence;

  • the physical and technical condition of the product;

  • the product specifications;

  • the circumstances of delivery; and

  • the requirements of applicable law.

10. Return Shipping

Where CZARD approves a return because the product was damaged in transit, defective upon delivery, incomplete or incorrect, CZARD will ordinarily arrange and bear the reasonable cost of return shipping.

Where reverse-pickup services are not available at your location, we may ask you to send the product through an approved courier method.

Do not independently arrange an expensive or expedited return shipment without written approval. Reimbursement may be limited to reasonable and pre-approved shipping costs.

The product must be securely packed using its original protective packaging wherever possible. CZARD will not be responsible for additional damage caused by inadequate return packaging arranged by the customer.

11. Inspection

Once the returned product reaches CZARD or its authorised service location, it will be inspected to verify the reported issue and confirm that the return conditions have been satisfied.

Inspection will ordinarily be completed within five business days after receipt of the product.

Certain technical or intermittent issues may require additional testing. Where further time is reasonably required, we will inform you.

The approval of a return request before collection is provisional. Final approval of a replacement or refund may be subject to physical and technical inspection.

12. Available Remedies

Where a claim is approved, CZARD may provide one or more of the following remedies, depending on the nature of the issue:

  • correction of an order or missing item;

  • repair of the product;

  • replacement with the same product;

  • store credit, where accepted by you; or

  • refund of the applicable amount.

For a product that arrives damaged, materially defective, incorrect or non-functional, CZARD will ordinarily prioritise replacement with the same model and variant.

Where the same product is unavailable, you may be offered:

  • another available product of equivalent value;

  • a higher-value product upon payment of the price difference;

  • store credit; or

  • a refund of the amount paid for the affected product.

A refund will not be replaced with store credit without your agreement.

CZARD may provide a repair instead of a replacement where the issue is minor, repairable and appropriately covered under the applicable Warranty Policy.

Nothing in this Policy restricts any remedy that must be provided under applicable law.

13. Replacement Dispatch

Where a replacement is approved, it will ordinarily be dispatched within three to seven business days after:

  • the returned product has been received;

  • inspection has been completed; and

  • replacement eligibility has been confirmed.

Dispatch may take longer where the replacement product is temporarily unavailable.

A replacement product remains subject to the original warranty period unless otherwise stated or required by applicable law.

14. Refunds for Approved Returns

Where a refund is approved after inspection, CZARD will ordinarily initiate it within three business days after final approval.

For prepaid orders, refunds will be made to the original payment method used for the purchase.

For cash-on-delivery orders, CZARD may request a verified Indian bank account or UPI ID belonging to the customer or purchaser for processing the refund.

You may be required to provide:

  • account-holder name;

  • bank-account number;

  • IFSC code;

  • cancelled cheque or other verification document; or

  • verified UPI ID.

CZARD will not be responsible for delay or loss caused by incorrect refund details provided by the customer.

After initiation, a refund may ordinarily take five to ten business days to appear, depending on the bank or payment provider.

15. Refund Amount

Where a return is approved because CZARD supplied a damaged, defective, incomplete or incorrect product, the refundable amount may include:

  • the amount paid for the affected product;

  • taxes paid to CZARD in relation to that product; and

  • standard shipping charges paid to CZARD, where applicable to the affected order.

Charges paid directly to another service provider, including certain bank charges, currency-conversion fees or third-party financing charges, may be governed by that provider’s own terms.

Any free gift, complimentary product or promotional item supplied as part of the order must be returned where the related purchase is refunded in full.

If a complimentary item is not returned, CZARD may deduct its stated retail value from the refund where permitted by law and where that condition was disclosed with the promotion.

16. Tampered or Visibly Damaged Parcels

If the parcel appears open, tampered with, crushed, wet or materially damaged at the time of delivery:

  • do not provide a delivery one-time password until you have inspected the outer package where possible;

  • photograph or record the condition of the parcel;

  • refuse delivery where the damage or tampering is substantial; and

  • contact CZARD immediately.

If you accept a visibly damaged parcel, record a continuous unboxing video before opening it and report any issue within 48 hours.

17. Missing or Incorrect Items

Where an order contains a missing or incorrect item, notify CZARD within 48 hours of delivery.

Do not use, resize, alter or remove protective materials from an incorrect product.

Once the claim is verified, CZARD will arrange the appropriate correction, collection, replacement or refund.

18. Products Purchased From Other Sellers

This Policy applies only to products purchased directly from www.czard.com.

Products purchased from an authorised retailer, marketplace, distributor or other seller are subject to that seller’s cancellation and return policy.

Warranty coverage, where applicable, may remain governed by CZARD’s Warranty Policy and the terms accompanying the product.

19. Promotional and Discounted Products

Products purchased during a sale, promotion, launch offer or with a discount code remain eligible for remedies where they are damaged, defective, incomplete, incorrect or otherwise required to be accepted under applicable law.

Promotional or discounted products are not eligible for change-of-mind returns unless expressly stated otherwise on the relevant product page or offer.

Where a partial return affects the eligibility conditions of a bundle, gift or promotional offer, the refund may be recalculated according to the terms disclosed with that offer.

20. Abuse of the Return Process

CZARD may decline or investigate requests involving:

  • repeated unsupported claims;

  • altered or fabricated evidence;

  • substitution of products;

  • removal or alteration of serial numbers;

  • deliberate product damage;

  • fraudulent payment or delivery activity;

  • misuse of promotional offers; or

  • other suspected abuse of this Policy.

This provision will not be used to deny a legitimate consumer claim merely because the customer has previously requested assistance.

CZARD may restrict cash-on-delivery or other purchasing facilities for accounts associated with repeated refused deliveries, fraudulent activity or misuse, where permitted by law.

21. Contact Us

For cancellation, return, replacement or refund requests, contact:

Legal Entity: Posh Lush
Brand: CZARD
Email: care@czard.com
Business Hours: 10AM to 6PM, Monday to Friday.

Please include your order number in every communication.