🔄 Return & Replacement Policy

⏱️ 1. Core 24-Hour Item Replacement Guarantee

At BroPro Mega Store, customer satisfaction, product authenticity, and lightning-fast 10–20 min fulfillment are our foremost commitments. To provide a dependable quick-commerce shopping experience, we offer an explicit 24-Hour Item Replacement Policy on all eligible purchases.

Key Principle: Only direct replacement / exchange of the purchased item is permitted within 24 hours (1 calendar day) of purchase/delivery if the item delivered satisfies any of the following verified conditions:

• 1. Poor Quality / Defective: The product exhibits functional defects, manufacturing flaws, dried or leaking ink (stationery), misprinted text or missing pages (books), or dead-on-arrival status (electronics).
• 2. Physically Damaged in Transit: The item is cracked, broken, dented, crushed, or visibly damaged upon delivery.
• 3. Incorrect Item Delivered: The item received differs in model, title, size, variant, color, or specifications from what was ordered on the Platform.

📦 2. Mandatory Condition of the Item

To ensure high standards of hygiene, safety, and inventory integrity, replacement requests are subject to the following standard verification criteria:

• Incorrect Item Condition: If an incorrect item has been received, the customer must ensure that the item is strictly sealed, unused, unwashed, untampered, and in its original packaging with all original tags, accessories, barcodes, and user manuals intact.
• Damaged / Defective Condition: The item must be returned in the original manufacturer packaging along with all included parts, components, and invoice copies.
• Proof Requirement: When submitting a replacement request, the customer is requested to provide clear photographic or video evidence demonstrating the defect, damage, or label of the incorrect product.

🏷️ 3. Category-Specific Guidelines

🔄 4. Resolution Process & Refund Fallback Clause

Our resolution hierarchy operates in strict accordance with payment gateway merchant audit standards and fair consumer trade practices:

• Primary Remedy — Free Doorstep Replacement: Upon approval of your claim, BroPro arranges a free reverse pickup of the defective/incorrect item and immediately dispatches a brand-new, quality-verified replacement at zero extra delivery charge.
• Gateway-Mandated Refund Fallback Clause: If an identical replacement product is permanently out of stock, discontinued, or cannot be fulfilled within a reasonable timeline, BroPro will initiate a 100% full refund of the product purchase price (including applicable taxes and delivery fees).
• Refund Turnaround Time: In the event a refund is issued under the fallback clause, the amount is credited directly back to the customer's original payment source (UPI / Debit Card / Credit Card / NetBanking) within 3 to 5 business working days, or instantly to BroPoints wallet per customer preference.

📲 5. How to File a Replacement Request

Customers can initiate an instant replacement claim through any of the following 2 convenient channels:

1. Option 1 (Fastest — In-App Claim Center):
   Go to BroPro Store › Open Menu › Click 📦 My Orders › Select your order › Click "🛡️ File Replacement Claim" › Select issue type, attach details, and submit.
2. Option 2 (WhatsApp & Email Helpdesk):
   Send your Order ID (e.g., #BP-XXXXXX) along with photos/video of the issue to our dedicated WhatsApp helpdesk at +91 9810441585 or email us at broprobharat@gmail.com.

Our customer care team reviews and acknowledges all replacement claims within 2 to 4 business hours.

⛔ 6. Scenarios Not Eligible for Replacement

Replacement will not be accepted under the following circumstances:

• Claims submitted after the expiry of the 24-hour window from delivery.
• Damages resulting from misuse, mishandling, negligence, physical drops, or water exposure after delivery.
• Consumable or food items that have been opened, unsealed, partially consumed, or altered.
• Items returned without their original packaging, serial numbers, barcodes, or manufacturer warranty cards.

📞 7. Grievance Redressal & Support Contact

For any queries, escalations, or assistance with your replacement or return, please reach out to our dedicated Grievance Officer:

• Grievance Officer: Mohd Akhlaq Khan
• Entity: BroPro Innovations (Noorjahan Public School)
• Support Email: broprobharat@gmail.com
• Alternate Email: noorjahanpublicschooll@gmail.com
• Customer Care Number: +91 9810441585
• Registered Address: Sarai Bhanauli, Bikapur, Ayodhya, Uttar Pradesh - 224204, India