return & refund policy
This Return & Refund Policy explains how cancellations, returns, replacements, refunds, and reverse pickup requests are handled for orders placed directly on the briz website.
By placing an order through the briz website, you agree to the terms of this Return & Refund Policy.
This Return & Refund Policy is intended to be read in accordance with applicable Indian consumer protection, e-commerce, payment system, and product compliance requirements, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Drugs and Cosmetics Act, 1940, the Cosmetics Rules, 2020, and applicable payment system requirements issued by competent authorities in India, to the extent applicable to briz
This Return & Refund Policy should be read together with the briz Terms & Conditions, Shipping Policy, Privacy Policy, and other customer-facing policies, where applicable.
It covers:
- Cancellations before dispatch
- Refusal during delivery
- Damaged product claims
- Missing product claims
- Empty-box claims
- Tampered package claims
- Eligible replacements
- Approved refunds
- Reverse pickup for approved cases
Orders placed through third-party marketplaces or external platforms will be governed by the cancellation, return, replacement, refund, and delivery terms of the respective platform.
2. Product Category and Hygiene Considerations
briz currently sells body spray, which falls under the beauty and personal care category.
Product integrity, labeling, safety, and product-compliance considerations are subject to the Drugs and Cosmetics Act, 1940 and the Cosmetics Rules, 2020, to the extent applicable.
Due to hygiene, safety, and product integrity reasons, products that are used, altered, customer-damaged, tampered with, or returned with missing original product packaging/components are not eligible for return or replacement, unless the issue is verified as a briz-side issue or transit-side issue.
Opening the outer shipping package only to inspect the delivered product will not automatically make the product ineligible for a claim. However, the product itself must not be used, altered, tampered with, or damaged by the customer.
3. Cancellation Before Dispatch
Customers may request cancellation before the order is dispatched.
If a cancellation request is approved before dispatch, briz will initiate the refund to the original payment method within 48 business hours of cancellation approval.
The actual time taken for the refund amount to reflect in the customer’s account may depend on the bank, card issuer, UPI provider, payment gateway, or wallet provider.
4. Cancellation During Delivery
Once an order has been dispatched, cancellation through the normal website cancellation process may not be possible.
However, the customer may refuse delivery before accepting the package.
If the customer refuses delivery, the refund will be processed only after the product is returned to briz and verified as received.
Once the package has been delivered and accepted by the customer, cancellation is not permitted under this Return & Refund Policy.
briz does not accept general returns after delivery for reasons such as:
- Change of mind
- Customer no longer wants the product
- Customer ordered by mistake
- Preference-based reasons
- Product no longer required after acceptance
After the product has been delivered and accepted, customers may raise a post-delivery claim only if the product is:
- Damaged when received
- Missing from the package
- Affected due to a tampered package
- Otherwise verified by briz as a briz-side or transit-side issue
For approved damaged product claims, briz will provide a replacement only. Refunds will not be provided for damaged product claims unless replacement is unavailable, required under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Drugs and Cosmetics Act, 1940, the Cosmetics Rules, 2020, or approved by briz.
A replacement may be considered only in the following cases:
- The product is received in damaged condition
- The product is damaged during transit
- The package is tampered with and the claim is verified
- The product is missing from the package and the claim is verified
- briz verifies that the issue occurred due to a briz-side or transit-side reason.
If briz introduces additional products or models in the future and a wrong product is delivered due to briz-side error, the issue may be handled as an eligible replacement case after verification.
All replacement requests are subject to proof submission, verification, and product inspection where applicable.
7. Non-returnable and Non-replaceable Cases
briz may reject a post-delivery claim, return, or replacement request in the following cases:
- The product has been used, altered, or mishandled by the customer;
- The product is damaged after delivery due to customer handling, storage, or misuse;
- The original packaging, cap, seal, label, invoice, freebies, or product components are missing, where applicable;
- The issue is reported after the allowed reporting window;
- The customer provides incomplete, unclear, inconsistent, edited, or unverifiable proof;
- The customer requests a return due to change of mind after accepting delivery;
- The product was purchased through a third-party marketplace or external platform and the request is raised under briz website policy;
- The claim appears repetitive, misleading, suspicious, or fraudulent.
Customers must report damaged, missing, empty-box, or tampered product issues within 24 hours of delivery.
If the package appears visibly damaged or tampered with at the time of delivery, customers are encouraged not to accept the package and to contact briz support immediately.
If the customer accepts a visibly damaged or tampered package and later raises a claim, briz may still consider the claim only if it is reported within 24 hours of delivery with valid proof.
Claims reported after 24 hours of delivery may be rejected.
To raise a damaged, missing, empty-box, or tampered product claim, the customer must provide:
- Order ID or registered phone number
- Clear photos of the product
- Clear photos of the outer packaging
- Photo of the shipping label
- Description of the issue
- Video proof showing the package condition and product condition, where applicable
- Any other information reasonably requested by briz for verification.
For missing product, empty-box, or tampered package claims, an unboxing video or package condition video may be required for verification.
Proof must be shared through the contact options available in the Contact Us section of the briz website.
briz may reject claims if the proof is incomplete, unclear, edited, inconsistent, or insufficient for verification.
10. Damaged, Missing, Empty-box, or Tampered Product Claims
If a customer receives a damaged product, finds that the product is missing, receives an empty box, or believes the package was tampered with, the customer must raise a claim within 24 hours of delivery.
briz will review the submitted proof and may conduct an internal investigation with the courier or logistics partner where required.
For approved damaged product claims, briz will provide a replacement.
For missing product, empty-box, or tampered package claims, briz will review the case carefully. If the claim is verified and briz determines that the customer is not at fault, briz may provide a replacement or another suitable resolution.
Claims involving suspected malpractice, false reporting, empty-box claims, tampering, or misuse will be investigated thoroughly before any replacement is approved.
Once a replacement claim is raised, briz will review the claim and supporting proof.
If the claim is approved, briz may arrange reverse pickup where serviceable or request the customer to follow the return instructions shared by briz support.
The replacement will be shipped after the claim is approved and, where applicable, after the returned product is received and inspected by briz.
Replacement timelines may vary depending on product availability, courier serviceability, and customer location.
12. Replacement Stock Unavailability
If a replacement claim is approved but the product is out of stock or unavailable at the time of replacement processing, briz will process a refund to the customer’s original payment method.
The refund will be initiated within 7 to 10 business days after refund approval.
The actual credit timeline may depend on the customer’s bank, card issuer, UPI provider, payment gateway, or wallet provider.
Refunds may be provided only in the following cases:
- Customer cancels the order before dispatch and the cancellation is approved
- Customer refuses delivery and the product is returned to briz
- Customer misses all 3 delivery attempts and the shipment is returned to briz
- Shipment is confirmed as lost and briz determines that refund is the appropriate resolution
- Replacement is approved but the product is out of stock or unavailable
- Refund is required under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Drugs and Cosmetics Act, 1940, the Cosmetics Rules, 2020, or approved by briz
Refunds will not be provided for approved damaged product claims where replacement is available.
14. Refund Method and Timeline
All approved refunds will be processed to the original payment method used by the customer at the time of purchase.
For approved refunds, briz will initiate the refund within 7 to 10 business days after approval, unless a shorter timeline is specifically stated for a cancellation before dispatch.
For cancellations approved before dispatch, briz will initiate the refund within 48 business hours of cancellation approval.
After briz initiates the refund, the actual credit timeline may depend on the bank, card issuer, UPI provider, payment gateway, or wallet provider.
Refund processing may also be subject to applicable payment system requirements issued by the Reserve Bank of India, NPCI, banks, card networks, payment aggregators, wallet providers, or other competent payment system authorities.
15. Failed Delivery and Return to Origin Refunds
As stated in briz’s Shipping Policy, the delivery partner will make up to 3 delivery attempts.
If the shipment cannot be delivered after 3 attempts due to customer unavailability, incorrect address, incomplete address, wrong contact details, or refusal to accept delivery, the shipment may be returned to briz.
If the product is returned to briz after failed delivery attempts, briz will process a refund to the original payment method after the shipment is received back by briz, return-to-origin status is confirmed, and the shipment is verified in accordance with this Return & Refund Policy.
The refund will be processed to the original payment method used by the customer.
briz may review repeated failed delivery cases and may take appropriate action where misuse, repeated non-acceptance, or suspicious order behaviour is identified.
If the customer refuses delivery before accepting the package, the shipment may be returned to briz.
In such cases, the refund will be processed to the original payment method only after the product is received back by briz, return-to-origin status is confirmed, and the shipment is verified in accordance with this Return & Refund Policy.
The refund will be made to the original payment method used by the customer.
briz provides reverse pickup only for approved cases.
Reverse pickup may be arranged for eligible damaged, missing, empty-box, tampered, or briz-side/transit-side issue claims, subject to courier serviceability.
briz will bear the reverse shipping cost for approved cases.
If reverse pickup is not available at the customer’s PIN code, briz support may provide alternate return instructions.
Customers should not self-ship any product to briz unless instructed by briz support.
Customers must keep the product, packaging, invoice, shipping label, and any included components ready for reverse pickup. If the customer is unavailable or fails to hand over the required items during reverse pickup, the claim may be delayed or rejected.
18. Product Inspection and Claim Approval
All post-delivery claims, replacement requests, and refund requests are subject to verification and approval by briz.
Where applicable, the returned product may be inspected after it is received by briz.
briz may reject the request if:
- The product condition does not match the claim
- The product appears used, altered, tampered with, or customer-damaged
- Required packaging or product components are missing
- The submitted proof is incomplete or unverifiable
- The claim appears suspicious, false, repetitive, or inconsistent
Approval of a replacement, return, or refund is not automatic and will depend on briz’s verification process.
briz currently sells one model of one product.
Therefore, briz does not offer exchanges for a different model, variant, size, fragrance, or product type.
Eligible post-delivery issues will be handled through replacement or refund, as applicable under this Return & Refund Policy.
20. Repeated, Suspicious, or Fraudulent Claims
briz reserves the right to reject claims that appear fraudulent, repetitive, misleading, inconsistent, or suspicious.
briz may also restrict future return, replacement, or refund claims from customers who misuse the policy or provide false information.
briz may take appropriate action against fraudulent, false, misleading, or abusive claims in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, applicable Information Technology Rules, and other applicable Indian laws.
For return, replacement, refund, or cancellation-related queries, customers can contact briz through the Contact Us section of the website.
Support options include:
- email support: contact@feelbriz.com
- phone support: 1800 309 2205
- AI chatbot available on the website
- WhatsApp AI Chat
Customers should include their Order ID or registered phone number or email ID when contacting support for faster assistance.
briz may update this Return & Refund Policy from time to time to reflect changes in its business operations, product offering, return process, refund process, courier arrangements, or requirements under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Drugs and Cosmetics Act, 1940, the Cosmetics Rules, 2020, applicable payment system requirements, or other applicable Indian laws.
The updated Return & Refund Policy will be posted on the briz website with a revised “Last Updated” date.
Orders placed after the updated policy is published will be subject to the latest version of this Return & Refund Policy.
Last Updated 26th July 2026