Refund Policy Overview
At Passero, we are committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds are issued and the process for requesting them.
Refund Eligibility
Refunds are issued only in the following cases:
- Damaged Product: Product received in damaged or defective condition
- Wrong Item: Incorrect product was delivered
- Quality Issue: Product does not meet quality standards
- Non-Delivery: Order was not delivered despite confirmation
- Duplicate Payment: You were charged multiple times for the same order
- Order Cancellation: Order cancelled before dispatch (see Cancellation Policy)
Refund Request Timeline
To be eligible for a refund, you must:
- Raise a refund request within 24 hours of delivery (for damaged/wrong items)
- Provide clear evidence (photos, unboxing video, etc.)
- Submit original invoice or order confirmation
- Ensure product is in original, unopened packaging
How to Request a Refund
- Contact Customer Support: Email us at official.passero@gmail.com or call +91 7678693489
- Provide Details: Share your order number, registered email/phone, and reason for refund
- Submit Proof: Send clear photos of the product, packaging, and any defects
- Wait for Review: Our team will review your request within 1-2 business days
- Approval: If approved, refund will be initiated
Refund Processing Time
Once your refund request is approved:
- Initiation: Refund is initiated within 3-5 business days
- Credit to Account: Refund reflects in your account within 5-7 business days
- Total Timeline: 7-10 business days from approval
Note: Refund timeline may vary depending on your bank or payment provider. Some banks may take up to 10-14 business days to process refunds.
Refund Method
Refunds are processed using the original payment method:
- UPI: Refunded to the same UPI ID
- Credit/Debit Card: Refunded to the same card
- Net Banking: Refunded to the same bank account
- Wallet: Refunded to the same wallet (PhonePe, Paytm, etc.)
We do not offer refunds via cash, cheque, or different payment methods.
Partial Refunds
In certain cases, partial refunds may be issued:
- Shipping Charges: If return is due to customer error (wrong address, refusal to accept), shipping charges may be deducted
- Restocking Fee: A restocking fee may apply if product packaging is damaged (but product is unused)
- Used Products: No refund for opened or used products (unless defective)
Non-Refundable Items
The following items are not eligible for refunds:
- Products with opened or broken seals
- Used or partially consumed products
- Products without original packaging or invoice
- Products with tampered batch number, MRP, or manufacturing date
- Refund requests raised after 24 hours of delivery
- Products purchased during special sales or promotions (unless defective)
Order Cancellation & Refund
Before Dispatch
If you cancel your order before it is dispatched:
- Full refund will be issued (100% of order value)
- Refund processed within 3-5 business days
- Contact us immediately to cancel: official.passero@gmail.com
After Dispatch
If you cancel your order after it is dispatched:
- Refund will be issued after product is returned to us
- Shipping charges may be deducted
- Refund processed within 5-7 business days after product inspection
Duplicate Payment Refund
If you were charged multiple times for the same order:
- Contact us immediately with transaction details
- Provide screenshots of duplicate charges
- Refund for duplicate payment will be processed within 3-5 business days
Failed Delivery Refund
If your order could not be delivered due to:
- Incorrect Address: Shipping charges may be deducted
- Recipient Unavailable: Shipping charges may be deducted
- Courier Issue: Full refund will be issued
Refund Tracking
Once your refund is initiated, you will receive:
- Email confirmation with refund details
- SMS notification on your registered mobile number
- Refund reference number for tracking
You can check your refund status by contacting your bank or payment provider with the reference number.
Refund Disputes
If you have not received your refund within the specified timeline:
- Check with your bank or payment provider first
- Contact us with your refund reference number
- We will investigate and resolve the issue within 2-3 business days
Contact Us
For any refund-related queries or to request a refund:
- Email: official.passero@gmail.com
- Phone: +91 7678693489
- WhatsApp: +91 7678693489
- Address: Hindora Private Limited, New Delhi, India
Our Commitment
At Passero, we believe in fair and transparent refund practices. While we have strict policies to maintain product quality and prevent misuse, we are always willing to help genuine customers. Every case is reviewed individually, and we strive to resolve issues quickly.
Last Updated: January 2026