Refund, Return & Cancellation Policy

This policy applies uniformly to every order on Optimise Store (store.optimise.club) — whether the product is sold directly by COGNIFIN LABS PRIVATE LIMITED or by a third-party seller via Optimise Marketplace (shown under “Sold by” on each product page). For marketplace items, claims are verified with the seller, but the process, timelines and refund are always handled through Optimise Store.

1. No change-of-mind returns or cancellations

Orders cannot ordinarily be cancelled after successful placement, and we do not accept returns or exchanges solely because of a change of mind, incorrect variant/size selection or similar reasons. Please review product details, selected options and your shipping address carefully before completing payment.

This does not affect refunds, returns or other remedies available where the product is defective, deficient, spurious, damaged, materially different from its description, not of the characteristics or features advertised or agreed, delivered beyond the stated delivery schedule (except where the delay results from force majeure), or where a refund is otherwise required under applicable law.

2. Damaged, defective, incorrect or late items

If a product arrives damaged, defective, spurious or materially different from its description — or is delivered beyond the stated delivery period other than due to force majeure — you should email [email protected] within 7 days of delivery with:

• Your order ID (e.g. OPT-000123)
• Clear photographs of the product and its packaging
• A brief description of the issue

Resolution timeline: our team will review your claim and communicate a decision within 7 days of receiving your email. If the claim is verified:

1. We will arrange a return pickup from the delivery address at no cost to you.
2. The item will be inspected on receipt (for marketplace products, by or on behalf of the seller).
3. Once the inspection confirms the issue, a refund will be released within 5–7 working days to your original payment method. A replacement or store credit may be provided instead only where you expressly agree to that resolution.

Reporting within 7 days of delivery enables prompt verification; this reporting period does not restrict any rights or remedies available to you under applicable law. Items returned without prior confirmation via email may not be accepted.

3. Non-returnable situations

• Change of mind, incorrect size/variant selection, or refusal to accept delivery.
• Products damaged through misuse, wear, or mishandling after delivery.
• Digital/gift-card products that have already been delivered or redeemed.

4. Unavailable or undelivered items

If a paid item becomes unavailable, an order cannot be delivered, or an order is not created despite payment being captured, the affected amount is automatically refunded to the original payment method within 5–7 working days — regardless of which seller the product was listed under.

5. Order cancellations by us or the seller

In rare cases we or a marketplace seller may need to cancel a confirmed order (for example, stock unavailability or a pricing error). The affected item is marked cancelled on your order page and its amount is refunded in full to the original payment method within 5–7 working days.

6. Payment issues

Duplicate charges, or payments captured without a corresponding order, are always refunded in full. Email [email protected] with the payment reference or screenshot.

7. How refunds are issued

Approved refunds are processed to the original payment method (card, UPI, netbanking or wallet) through our payment partner. Banks typically post the credit within 5–7 working days of release. We will email you the refund reference once issued.

8. Contact

For any order issue, email [email protected] — we respond within 1–2 business days.