Document 04 — Return & Refund Policy
Return & Refund Policy
Effective Date: 01 June 2026 · Applies to: All Transaction Types
Important — Timelines
RupeeOTC does not commit to specific timeframes for any refund, settlement, or return processing. All timelines are subject to third-party banking systems, logistics networks, and operational factors outside our control. Refunds are processed as promptly as operationally possible.
§ 1
Quick Reference
| Transaction Type | Refund? | Summary |
|---|---|---|
| Failed bank / UPI settlement | ✓ 100% | Full refund if not caused by User error |
| Failed credit card payment | ✓ 100% | Full refund if not caused by User error |
| Digital gift card (delivered) | ✗ None | Non-refundable after delivery |
| Physical product — RTO | Partial | Refund minus 10% + actual shipping costs |
| Physical product — return post-delivery | Conditional | Sealed & unused; User bears return shipping |
§ 2
Failed Bank, UPI & Credit Card Transactions
100% Refund — No Deductions
If a settlement fails after your crypto assets have been deducted, and the failure is not caused by incorrect details you provided, you will receive a full refund to your Platform account. No timeline is guaranteed — the refund will be processed as promptly as possible once the failure is confirmed.
2.1 What Qualifies for a Full Refund
- Bank server rejection or payment network failure
- UPI transaction failure not caused by an invalid VPA you entered
- Credit card payment declined where the details you entered were correct
- Technical failure on RupeeOTC's settlement infrastructure
2.2 What Does Not Qualify for a Full Refund
- Incorrect bank account number, IFSC code, or UPI VPA entered by you — recovery will be attempted; any refund will be net of recovery charges
- Incorrect credit card details entered by you
- Account frozen at the receiving bank due to the User's own circumstances
2.3 How to Report a Failed Transaction
- Email support@rupeeotc.com with your Order ID and a description of the issue
- Our team will investigate and confirm the failure
- Upon confirmation, the refund will be initiated to your Platform account
- You will receive an email confirmation once complete
§ 3
Physical Products — Return to Origin (RTO)
An RTO occurs when a physical product cannot be delivered and is returned to our fulfilment centre — including where you refused delivery, were unavailable across multiple delivery attempts, or provided an incorrect or incomplete address.
RTO Deduction — Applied in All Cases
In all RTO scenarios, a deduction of 10% of the total order value plus the actual two-way shipping cost will be applied. The remaining balance will be refunded to your Platform account after the product is received and inspected at our fulfilment centre. No specific refund timeline is guaranteed.
3.1 Illustrative Calculation
- Order Value: ₹10,000
- 10% Deduction: ₹1,000
- Two-Way Shipping (actual, communicated per order): ₹350
- Refund Amount: ₹8,650
3.2 Scenarios That Trigger RTO
- Delivery refused at the door
- Unavailable for delivery across multiple attempts by the courier
- Incorrect or incomplete delivery address at the time of order
- Cancellation requested after dispatch
§ 4
Physical Products — Returns After Successful Delivery
4.1 Eligibility
- The item must be sealed, intact, and completely unused with all original packaging, tags, and accessories
- Return must be initiated within the return window specified at checkout for that product category
- Personalised items, perishables, and hygiene products are not eligible for return
4.2 Return Process
- Contact us first. Email support@rupeeotc.com with your Order ID, reason for return, and photographs of the item in its current sealed condition. Do not ship before receiving approval.
- Await Return Authorisation (RA). Our team will review and respond. If approved, you will receive an RA number and return address.
- Ship at your expense. Use a trackable courier. You bear all shipping costs and assume risk of the item in transit until it is received at our fulfilment centre.
- Inspection. The item will be inspected upon receipt to verify it is sealed, unused, and complete.
- Refund. If inspection passes, a refund will be credited to your Platform account. No specific timeline is guaranteed.
If Inspection Fails
If the returned item shows signs of use, damaged packaging, or missing components, it will be returned to you at your cost and no refund will be issued. Our inspection decision is final.
4.3 Not Eligible for Return
- Items damaged after delivery
- Items returned without a valid RA number
- Items lost or damaged during return transit
- Items returned outside the eligible return window
- Items not in original, sealed, unused condition
§ 5
Digital Gift Cards — No Refund
Absolute No-Refund on Digital Items
Digital gift cards and all electronically delivered items are entirely non-refundable and non-cancellable once delivered. Please refer to our Digital Item Policy for full details.
§ 6
How Refunds Are Issued
All approved refunds are credited to your RupeeOTC Platform account balance. Refunds are not issued as direct bank transfers, cash, or any other method unless specifically agreed in writing for an exceptional case.
§ 7
Disputes
If you disagree with a refund decision, escalate to grievances@rupeeotc.com within 14 days of the decision, with your Order ID and all supporting evidence. Escalations submitted after 14 days will not be reviewed.