Refund policy

This Return, Refund & Cancellation Policy sets forth the terms governing order cancellations, product replacements, returns, and monetary refunds for purchases made on Porasona via https://porasona.store/. This policy is established and administered by NEXZEN EDUTECH PRIVATE LIMITED (CIN: U85490WB2025PTC282067) and forms an integral part of our Terms of Service. Nothing contained herein derogates from statutory consumer rights under the Consumer Protection Act, 2019 and associated e-commerce rules.

Academic titles and study materials are susceptible to transit damage and unauthorized substitution. Consequently, Porasona enforces a structured, evidence-based claims protocol, detailed in Section 4 below, which mandates an unboxing video recording for all damage, shortage, and defect claims. Adherence to this protocol ensures that legitimate claims are adjudicated and resolved expeditiously.

1. Order Cancellation Guidelines

1.1 Pre-Dispatch Cancellation by Customer

Customers may cancel an order free of charge at any time prior to physical dispatch from our fulfillment facility. To initiate a cancellation, please email support@porasona.store with your Order Reference Number in the subject line, or contact our support team at +91 70030 66680 (10:00 AM to 7:00 PM IST, Monday to Saturday). If your parcel is packaged but has not yet been handed over to the courier partner, the cancellation will be processed immediately and a 100% full refund will be initiated to your original payment source pursuant to Section 6.

1.2 Post-Dispatch Cancellation & Doorstep Refusal

Once a consignment has been handed over to our logistics partner, it enters an active transit pipeline and cannot be recalled or cancelled in transit. If you no longer require the items, you may refuse acceptance of the parcel upon arrival at your doorstep. Upon receipt of the returned consignment in our fulfillment facility in its original, sealed, and undamaged condition, we will process a refund of the product value deducting the actual outward and return logistics costs incurred. The applicable logistics fee deduction will be itemized in the refund confirmation statement.

1.3 Order Cancellation by Porasona

Porasona reserves the right to cancel an order prior to dispatch under exceptional circumstances, as outlined in our Terms of Service. Such circumstances include, but are not limited to, unexpected publisher stock depletion, unserviceable pin code destinations, or demonstrable pricing/catalog errors. In all such instances, the customer will receive an immediate written explanation and a 100% full refund with zero deductions.

2. Replacement-First Policy

Porasona operates an educational-support model with a replacement-first commitment. If your order arrives compromised or defective, we will furnish a brand-new replacement copy at our sole operational expense. Claims are eligible for replacement under the following verified circumstances:

  • Transit Damage: The book or educational item arrives torn, crushed, water-damaged, or exhibits broken binding/covers sustained during transit.
  • Incorrect Title/Variant Dispatched: The delivered item deviates in title, author, edition, academic board, subject, or language medium from the order confirmation.
  • Missing / Short-Shipped Item: An item listed on the tax invoice is absent from the sealed parcel, or a multi-volume box set is delivered incomplete.
  • Publisher Manufacturing & Printing Defects: Substantial structural or editorial printing defects originating from the publisher, such as missing pages, inverted bindings, blank sheets, duplicated signatures, or illegible text.
  • Defective Study Accessories: Mathematical instruments, digital study tools, or functional stationery items failing to operate according to specifications on arrival.
  • Authenticity Concerns: If you have reason to question the authenticity or print authorization of a delivered title, notify our support team immediately. We maintain zero tolerance for unauthorized reprints and will initiate an immediate investigation with our authorized publishing distributors.

In the event that an eligible replacement title is unavailable due to publisher stock depletion or out-of-print status, the customer may elect to receive a comparable alternative title or a full refund for the affected item.

3. Ineligible Categories & Non-Returnable Scenarios

To maintain catalog integrity and prevent arbitrary returns, the following conditions are strictly excluded from return, replacement, or refund eligibility:

  • Subjective Change of Mind: Situations where a customer decides the material is no longer desired, or where price disparities are observed on external platforms subsequent to purchase.
  • Incorrect Item Selection by Customer: Erroneous selection of academic year, edition, board syllabus, medium of instruction, or coaching institution requirement by the buyer. Customers are advised to review product specifications carefully or consult customer support at support@porasona.store prior to checkout.
  • Publisher Editorial Content & Subjective Standards: Dissatisfaction with an author's pedagogy, difficulty level, chapter structure, solved example counts, paper GSM, or printing aesthetics where they conform to standard publisher print runs.
  • Cover Art Variations: Routine publisher modifications to cover illustrations between print impressions where the ISBN, title, and edition content remain identical.
  • MRP & Market Price Disparities: Routine differences between publisher-printed list prices and online promotional pricing, or retrospective price promotions.
  • Used, Annotated, or Altered Goods: Any book exhibiting annotations, highlighting, folded corners, stamped school names, removed security seals, or broken spines resulting from customer handling.
  • Unsealed Stationery & Software Kits: Mathematical kits, calculation tools, shrink-wrapped study bundles, or multimedia access codes whose factory seal has been broken, unless a verifiable manufacturing defect is proven.
  • Post-Delivery Damage: Physical deterioration, exposure to liquids, or wear occurring after successful delivery acceptance.
  • Transit Delays within Normal Operational Windows: Minor transit delays where consignments remain actively traceable within standard courier timelines (detailed in Section 7 and our Shipping & Delivery Policy).
  • Clearance & Disclosed Condition Items: Products specifically designated as "Non-Returnable", "Clearance", or "As-Is" with disclosed cosmetic defects.
  • Late Claims: Claims reported outside the mandatory 48-hour post-delivery window, or lacking the requisite video evidence.

4. Mandatory Unboxing Video & Evidentiary Protocol

4.1 Comprehensive Evidentiary Requirements

A continuous, unedited unboxing video is strictly required to validate all claims of transit damage, manufacturing defects, missing items, or incorrect dispatches. Customers are requested to record this video prior to opening any delivery parcel from Porasona. This documentation serves as definitive proof of shipment condition and facilitates prompt claim adjudication.

To be accepted for claim processing, the unboxing video must comply with the following criteria:

  • Continuous Single Recording: The video must be recorded in a single continuous take without cuts, pauses, fast-forwarding, or post-production editing.
  • Sealed Package Inspection: The recording must begin with the exterior parcel completely sealed on all sides, clearly showing the printed shipping label, AWB tracking number, and recipient details in clear visual focus.
  • Physical Opening: The entire process of cutting tapes and opening the outer shipping packaging must be captured clearly in the frame.
  • Content Unpacking: Each item, promotional material, filler, and enclosed commercial invoice must be removed in full view of the camera to verify package contents and identify any shortages.
  • Defect Focus: The specific damage, torn page, blank spread, broken binding, or incorrect title must be presented in clear, well-lit focus.

In addition to the video recording, customers must provide 2–3 high-resolution photographs illustrating the outer packaging, the legible shipping label, and the affected item. Please retain all original outer packaging and shipping cartons until your claim is officially resolved.

4.2 Claim Submission Window

All claims must be formally submitted within 48 hours of confirmed delivery as registered in the courier tracking system. For visibly crushed, torn, or wet outer packages, customers are encouraged to report the condition immediately upon delivery. Claims submitted beyond this 48-hour window cannot be validated with logistics providers and will be rejected.

4.3 Photographic Review Discretion

We recognize that in isolated instances an unboxing recording may not have been captured (e.g., packages accepted by building security or institutional front desks). In such events, customers may submit comprehensive, high-resolution photographs of the sealed/opened packaging, the intact shipping label, packaging filler, and the defective product, accompanied by an explanatory statement. Porasona reserves the right, at its sole discretion, to evaluate photographic evidence, particularly for manifest publisher printing defects or clear title mismatches. However, claims lacking unboxing videos require extended cross-verification with logistics carriers and may be declined if evidence remains inconclusive.

4.4 Prevention of Fraudulent Claims

Porasona processes all customer claims in good faith. Submissions involving manipulated media, staged damage, fraudulent claims, or serial return abuse will result in immediate claim rejection, account suspension, forfeiture of future replacement privileges, and potential cancellation of pending orders.

5. Standard Operating Procedure for Raising a Claim

  1. Email Notification: Send an email to support@porasona.store within the mandatory 48-hour window. Specify your Order Reference Number in the subject line (e.g., ORDER: Damage Claim #1001).
  2. Attach Evidentiary Media: Attach the required unboxing video and high-resolution photographs. If video files exceed email attachment limits, upload the media to Google Drive, share via WhatsApp to +91 70030 66680 · WhatsApp Support, or provide an accessible cloud link.
  3. Claim Description: Provide a concise description of the issue and indicate your preference for replacement or refund (where permitted under Section 2).
  4. Evaluation: Our quality assurance team will review the documentation and provide a formal response within 2 business days.
  5. Resolution & Reverse Logistics: Upon approval, Porasona will schedule a reverse pickup through our logistics network at zero cost to the customer. Once the return is collected or physically received at our warehouse, your replacement consignment will be dispatched immediately with a fresh tracking identifier. Customers incur no shipping charges for approved replacements.
  6. Claim Rejection: If a claim is declined due to policy non-compliance, a detailed written justification will be provided. Customers may escalate the decision through our formal grievance redressal channel.

Important Note: Do not dispatch items back to our registered office independently. Unsolicited shipments lacking a Return Merchandise Authorization (RMA) reference cannot be identified, tracked, or refunded.

6. Refund Methodology & Financial Timelines

  • Original Payment Method: Approved refunds are credited strictly to the original payment source (credit/debit card, UPI account, or net banking) utilized during checkout. We do not issue cash refunds or redirect refunds to third-party bank accounts.
  • Disbursement Schedule: Approved refunds are initiated from our systems within 2 business days of claim approval or return receipt. Depending on your banking institution or card network, funds typically settle within 5 to 7 business days. Once the payment gateway reference ARN is provided, settlement timelines are governed by your banking institution.
  • Shipping Fee Treatment: Where an order is cancelled prior to dispatch or is rendered undeliverable due to operational error, full shipping fees are refunded. In instances of post-dispatch doorstep refusal or partial returns, outbound and return shipping charges are deducted or retained against delivered items.
  • Promotional Adjustments: Discounts, coupons, or free shipping thresholds applied to the initial order are recalculated proportionately upon partial returns.

7. In-Transit Delays, Loss & Delivery Disputes

If courier tracking reflects no status movement for 5 consecutive business days, please contact our support team at support@porasona.store. We will initiate an investigation with the carrier. If the consignment is officially declared lost in transit or returned undelivered due to carrier failure, you will receive your choice of a full refund including all shipping fees, or a priority re-dispatch at zero cost.

Where tracking indicates successful delivery but you dispute receipt, we will obtain the carrier's digital Proof of Delivery (POD), including delivery coordinates, recipient signature, or OTP confirmation. Prior to disputing delivery, please ensure you check with household members, building security, reception desks, or campus wardens.

If delivery fails due to an inaccurate address, missing telephone contact, or repeated customer unavailability across multiple delivery attempts, the shipment will return to our facility and will be processed in accordance with Section 1.2.

8. Institutional, School & Bulk Orders

Commercial procurement, institutional orders, and bulk consignments for educational academies, libraries, and coaching centers are governed by specific commercial terms executed in writing for each respective contract. Damage or discrepancy claims for bulk consignments must be registered within 3 business days of delivery, supported by intact pallet/box photographs, shipping labels, and signed delivery manifests.

9. Customer Support & Grievance Escalation