SHIPPING & RETURNS POLICY
Otoxx Sports & Entertainment LLP — Trading Cards, Collectibles, Posters & Fan Merchandise
Last Updated: 28th July 2026
Effective Territory: Republic of India
1. Introduction
1.1 This Shipping & Returns Policy applies to all orders placed on [www.yourdomain.in] (the “Platform”) and forms part of our Terms and Conditions. It is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020, which require clear disclosure of delivery timelines, shipping charges, and return/refund/exchange procedures prior to purchase.
1.2 [Brand Name] operates on the Platform as [an inventory-based e-commerce entity, selling products on its own account / a marketplace e-commerce entity that also hosts listings from third-party sellers]. [If marketplace: Where a product is listed by a third-party seller, that seller’s name, registered address, and contact details, together with the applicable grievance mechanism, are displayed on the product’s listing page, in accordance with Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020.]
2. Order Processing Time
2.1 Orders are typically processed and handed to our courier partner within [1–3 business days] of order confirmation, except for:
- Custom/personalized products, which require additional production time of [X business days];
- Pre-order items, which ship on or around the manufacturer’s release date as communicated at checkout; and
- Bulk/wholesale orders, which follow the timeline agreed at order confirmation.
2.2 Orders placed on weekends or public holidays will be processed on the next business day.
3. Shipping Methods, Partners, and Charges
3.1 We ship across India through reputed courier partners (e.g., [Courier Partner Names]) to all serviceable pin codes. Serviceability for a specific pin code is confirmed at checkout.
3.2 Prepaid orders: Free/discounted shipping may be offered on prepaid orders above a specified value, as displayed at checkout or on promotional banners.
3.3 Cash on Delivery (COD) orders: may carry an additional COD handling fee and/or shipping charge. Where applicable, this fee is displayed on the product page and in your cart before you proceed to checkout, not only at the final payment step, and COD orders may not be eligible for free-shipping promotions applicable to prepaid orders.
3.4 Shipping charges, once paid, are non-refundable, except where the order is cancelled or returned for a reason attributable to us — wrong item shipped, defective or damaged product, non-delivery, or a materially incorrect item as described in Section 9.4 — in which case the original shipping charge is refunded together with the product refund, per Section 9.5.
4. Delivery Timelines
4.1 Estimated delivery timelines are displayed at checkout and typically range from [5–7 business days] for metro areas and [7–10 business days] for other locations, depending on courier serviceability.
4.2 These are estimates, not guarantees, and may be affected by courier network disruptions, weather, regional restrictions, incorrect address details, or force majeure events.
4.3 For international shipments (where offered), delivery timelines and customs clearance procedures will be communicated separately, and are subject to Section 8.
5. Cash on Delivery (COD) Terms
5.1 COD is available on select products and to serviceable pin codes only, subject to eligibility checks (e.g., order value caps, first-time customer verification via OTP/call).
5.2 We reserve the right to cancel COD orders that fail verification, or where the delivery pin code or customer has a documented history of repeated order refusal (Return to Origin/RTO), applying objective and consistent criteria (for example, two or more RTO instances within the preceding [X] months).
5.3 Please keep the exact payment amount ready at the time of delivery; our courier partners may not always be able to provide change.
5.4 Refunds for cancelled, returned, or undelivered COD orders will be issued via bank transfer, UPI, or store credit (at your election), since no original payment instrument exists to reverse the charge to. See Section 11.2.
6. Order Tracking and Communication
6.1 You will receive order status updates — order confirmed, dispatched, out for delivery, and delivered — via email, SMS, and/or WhatsApp, including a courier tracking ID once your order is handed over to the courier partner, on the basis of the consent recorded under our Privacy Policy. If we ever use these channels to send promotional messages, we will seek your separate consent, in line with the Digital Personal Data Protection Act, 2023 and applicable TRAI regulations.
6.2 You can also track your order status by logging into your account on the Platform or by contacting customer support with your order ID.
7. Receiving Your Order
7.1 Please inspect your package at the time of delivery. For high-value items (e.g., autographed memorabilia, hobby boxes, framed posters), we strongly recommend recording an unboxing video, as this will assist in resolving any damage, missing item, or tampering claims.
7.2 Any damage, tampering, missing items, or incorrect products that are apparent on inspection must be reported to us within [48 hours] of delivery at [support email/WhatsApp number] along with photographic/video evidence and your order ID. Defects that are not apparent on inspection are addressed separately under Section 9.4(b).
7.3 Risk in the goods passes to you upon delivery to the address provided at checkout. We are not responsible for loss or damage occurring after successful delivery confirmation by the courier partner.
8. International Shipping (Where Offered)
8.1 Where international shipping is available, all applicable customs duties, import taxes, and clearance charges in the destination country are the responsibility of the Customer, unless the listing explicitly states otherwise.
8.2 Export of goods from India is subject to the Customs Act, 1962 and the Foreign Trade Policy issued by the Directorate General of Foreign Trade (DGFT). Certain items (e.g., high-value collectibles) may require additional documentation.
8.3 International delivery timelines are estimates only and may be extended by customs processing in the destination country, which is outside our control.
8.4 We may decline to ship items that require additional export authorization under the Foreign Trade Policy, or that we reasonably believe infringe third-party intellectual property rights or are counterfeit, and will refund you in full for any such order.
9. Returns and Exchanges
9.1 Sealed collectible products (hobby/value/mega boxes, sealed packs): returnable only if unopened, in original packaging, and returned within [7 days] of delivery. The specific cards, prints, or items contained within a sealed pack are randomized by the manufacturer or licensor; once opened, sealed products cannot be returned for dissatisfaction with the random contents received, as the product performed as sold. We do not control or guarantee the rarity or specific contents of any sealed pack. Exceptions apply for defective, damaged, or materially incorrect items (Section 9.4).
9.2 Custom/personalized products (e.g., posters or prints made from your uploaded images): non-returnable and non-refundable once production has commenced, except where the item received is defective, damaged in transit, or materially different from the design/specification you submitted.
9.3 Standard (non-custom) products (posters, stickers, single cards, accessories, memorabilia): returnable within [7–10 days] of delivery if unused, in original packaging, and accompanied by the original invoice, or if materially different from the listing, counterfeit, or damaged.
9.4 Defective, damaged, or incorrect items are eligible for a free return, replacement, or refund, regardless of the category above, in line with your rights under the Consumer Protection Act, 2019 and the Sale of Goods Act, 1930, as follows:
- (a) Transit damage, tampering, missing items, or an incorrect item apparent on inspection: report within [48 hours] of delivery, per Section 7.2.
- (b) Manufacturing or other latent defects not apparent on inspection (for example, a print or production flaw): report within [30 days] of delivery, or within a reasonable time of discovery, whichever is earlier, together with supporting evidence and your order ID.
9.5 Where a return is approved under Section 9.4, we refund the price paid for the item together with the original shipping charge, if any, paid on that order.
9.6 Non-returnable/non-refundable items: gift cards, redemption cards/digital collectibles once claimed, items marked “Final Sale” or “Clearance,” and any item returned without original packaging/invoice or showing signs of use beyond inspection.
10. How to Initiate a Return
10.1 Log into your account and select “Return/Exchange” against the relevant order, or contact customer support at [support email/WhatsApp number] with your order ID, reason for return, and photographic evidence (if applicable).
10.2 Once approved, we will arrange a reverse pickup through our courier partner (where serviceable) or request you to self-ship the item to our returns address, as communicated to you. Return shipping costs are allocated as follows: (a) for returns under Section 9.4 (defective, damaged, tampering, missing, or incorrect items), we bear the return shipping cost; (b) for other eligible returns (for example, a change-of-mind return of a standard product under Section 9.3), the return shipping cost is borne by you, unless a promotion or your order confirmation states otherwise. This allocation is fixed at the time you place your order and is not varied at the time of approval.
10.3 Please pack returned items securely, preferably in original packaging, to prevent damage in transit.
11. Refund Timelines and Modes
11.1 Once a returned item is received and inspected (typically within [3–5 business days] of receipt), we will notify you of the approval or rejection of your refund.
11.2 Approved refunds are processed within [7–10 business days] to the original payment method used at checkout, by default, in line with the Reserve Bank of India’s Master Direction on Regulation of Payment Aggregators. For COD orders, since no original payment instrument exists to reverse the charge to, refunds are issued via bank transfer, UPI, or store credit, as elected by you.
11.3 You may, at your own election, opt for store credit in lieu of a refund to your original payment method; we will not default to store credit without your consent. Store credit may be processed faster and can be used for a future purchase.
11.4 Please note that your bank/card issuer may take additional time to reflect the refunded amount in your account/statement, which is outside our control.
12. Cancellations
12.1 Orders can be cancelled free of charge before they are dispatched, through your account or by contacting customer support.
12.2 Once dispatched, orders cannot be cancelled; you may initiate a return upon delivery, per Section 9.
12.3 Custom/personalized product orders cannot be cancelled once production has commenced, as communicated at the time of order.
12.4 Pre-order cancellations are permitted at any time before dispatch; if a pre-order is delayed beyond [X weeks] from the originally communicated release date, you may cancel for a full refund.
13. Legal Metrology, Package Declarations, and Country of Origin
13.1 The mandatory declarations required under the Legal Metrology Act, 2009 and the Legal Metrology (Packaged Commodities) Rules, 2011 — including net quantity, retail sale price inclusive of all taxes, the name and address of the manufacturer, packer, or importer, and consumer-care details — are displayed on each product’s listing page on the Platform, in addition to appearing on the physical package.
13.2 Where a product is imported, its Country of Origin is displayed on the product listing page. In line with the Legal Metrology (Packaged Commodities) Amendment Rules, 2026 and the Second Amendment Rules, we are implementing a searchable and sortable Country of Origin filter on the Platform for imported products within the applicable phased timelines.
13.3 Any discrepancy between the declared and actual contents of a package should be reported as per Section 7.2.
14. Grievance Redressal and Contact
For any shipping, delivery, or return-related grievance, please contact our customer support team first, using the details in the table below. If unresolved, you may escalate to our Grievance Officer, whose details are provided in our Terms and Conditions and Privacy Policy. In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021, we acknowledge grievances within 48 hours of receipt and endeavour to resolve them within one month.
15. Governing Law
This Shipping & Returns Policy is governed by the laws of India and is subject to the dispute resolution and jurisdiction clauses set out in our Terms and Conditions. Nothing in this Policy limits your statutory rights under the Consumer Protection Act, 2019.
16. Changes to This Policy
We may update this Policy from time to time to reflect changes in our shipping partners, timelines, or charges, or applicable law. The “Last Updated” date at the top of this Policy indicates when it was last revised. Continued use of the Platform after such changes constitutes acceptance.
|
Customer Support Email |
info@otoxx.com |
|
Customer Support WhatsApp/Phone |
+91 9594031555 |
|
Support Hours |
Mon–Sat, 10 AM–7 PM IST |
|
Returns Address |
PLOT NO. EL87, SECOND FLOOR, TTC INDUSTRIAL AREA, MIDC MAHAPE, NAVI MUMBAI-400 710, India. |
