Clear Policy For Order Cancellation, Refunds And Payment Issues

Introduction

This Refund and Cancellation Policy applies to the website and online store operated under the brand name Bros Lifestyle by BROS LIFESTYLE PRIVATE LIMITED.

The purpose of this policy is to provide clear information about order cancellation, payment failure, duplicate payment, approved refunds and support requirements for customers purchasing from the official Bros Lifestyle website.

Scope Of This Policy

This policy applies to all eligible orders placed through the official Bros Lifestyle website. It covers prepaid orders, payment confirmation issues, duplicate payments, cancellation requests, approved return-based refunds and company-initiated cancellations.

This policy should be read together with our Terms and Conditions, Privacy Policy, Shipping Policy and Return and Replacement Policy.

Customer-Initiated Cancellation

Customers may request cancellation only before the order is packed, shipped or dispatched. Once an order moves to packing, handover, shipment or dispatch stage, cancellation may not be possible because the order has already entered the fulfilment process.

• Cancellation requests must be raised as early as possible after placing the order.
• Customers must provide order ID, registered mobile number and registered email address.
• If the order is already shipped, customers may need to follow the Return and Replacement Policy where applicable.
• Cancellation approval depends on order status, payment status, product availability and operational stage.

Cancellation By Bros Lifestyle

Bros Lifestyle may cancel an order from its side due to operational, payment, product, logistics or verification reasons.

If Bros Lifestyle cancels a prepaid order from its side, the eligible paid amount will be refunded after verification.

Failed Payment Or Payment Deducted But Order Not Confirmed

Sometimes a payment may be deducted from the customer account but the order may not be confirmed immediately due to bank delay, payment gateway delay, UPI delay, network failure or technical issue.

• Do not make repeated payments immediately for the same order attempt.
• Check your bank, UPI app or payment gateway status before raising a request.
• Keep the transaction ID, UTR if available, payment screenshot, amount and payment date ready.
• Submit a support request if the order is not confirmed after a reasonable waiting period.

If the payment is received by Bros Lifestyle or its payment service provider but the order is not created or confirmed, the eligible amount will be refunded or adjusted after verification.

Duplicate Payment

If a customer is charged more than once for the same order, the duplicate payment may be eligible for refund after verification of payment records.

• Customer must provide both transaction references.
• Customer must provide order ID, registered mobile number and email address.
• The duplicate transaction must be traceable in payment records.
• Refund will be processed only for the verified duplicate amount.

Refund Eligibility

Refunds may be approved only after verification. A refund request may be accepted in the following cases:

• Prepaid order cancelled before packing, shipment or dispatch.
• Order cancelled by Bros Lifestyle due to stock, payment, verification or operational issue.
• Failed payment where money is received but order is not confirmed.
• Verified duplicate payment for the same order.
• Approved return, replacement or quality issue case under the Return and Replacement Policy.
• Wrong product delivered, if verified through photos, invoice details and internal review.
• Damaged or defective product received, if reported within the allowed policy timeline and verified.

Non-Refundable Or Rejected Cases

Refund may be rejected if the request does not meet policy conditions or if the product/order issue is not verified.

• Order cancellation requested after packing, dispatch or shipment.
• Product used, worn, washed, altered, stained, damaged or tag removed.
• Customer selected wrong size, color or product without checking product details.
• Customer provided wrong address, wrong mobile number or incomplete delivery details.
• Delivery failed because customer was unavailable, refused delivery or did not respond to courier.
• Return request raised after the applicable policy timeline.
• Product missing original packaging, accessories, tags, labels or invoice where required.
• False complaint, edited proof, misleading photos or misuse of refund process.
• Payment made outside the official Bros Lifestyle website checkout.

Fashion Product Specific Conditions

Bros Lifestyle sells men and women fashion products. Fashion products require special quality checks because fit, fabric, color and usage condition directly affect eligibility.

Refund Request Process

To request a refund, customers must submit complete and correct details through the support portal or official support channel.

Refund Timeline

Once a refund request is approved, Bros Lifestyle will initiate the refund through the applicable payment method or permitted refund process.

• Refund initiation may take 7 to 10 business days after approval.
• Bank, UPI, card issuer or payment gateway settlement may take additional time.
• Refund visibility in customer account depends on the customer’s bank or payment provider.
• Public holidays, bank downtime, gateway issues or incorrect payment details may cause delay.
• For COD orders, if applicable, refund may require verified bank or UPI details from the customer.

Refund timeline starts only after approval, verification and receipt of required details or returned product where applicable.

Shipping Charges, COD Charges And Other Deductions

Shipping charges, COD charges, convenience fees, payment gateway charges or handling charges may be non-refundable unless the refund is caused due to a verified mistake from Bros Lifestyle or the order is cancelled by Bros Lifestyle before fulfilment.

If a return pickup, reverse shipping or delivery re-attempt cost applies, the amount may be adjusted or deducted as per the applicable policy and case status.

Chargeback, Dispute And Misuse

Customers should contact Bros Lifestyle support before raising a bank chargeback or payment dispute, especially where the issue can be resolved through order verification or refund review.

• False disputes, edited screenshots or intentional misuse of refund process may be rejected.
• Orders linked with suspicious payment activity may be held for verification.
• Bros Lifestyle may share transaction records with payment gateways, banks or legal authorities where required.
• Refunds will not be processed for payments made outside the official website checkout.

Need Dedicated Support?

To serve customers better and keep track of requests, Bros Lifestyle uses a dedicated support portal. Please submit cancellation, refund, payment, delivery or grievance requests through the support portal.