Terms of Sale, Cancellation, Return & Refund Policy

These Terms of Sale, Cancellation, Return and Refund Policy (hereinafter referred to as the "Policy") are published in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000 as amended from time to time.

This Policy governs all purchases, cancellations, returns, replacements, and refunds for products sold by AMBERZ (hereinafter referred to as "AMBERZ," "we," "us," or "our"), a seller of premium, certified ride-on toys and related products, operating through its official website www.amberz.in.

This Policy is applicable to all customers, buyers, and end-users (hereinafter referred to as "Customer," "you," or "your") who purchase or intend to purchase any product from AMBERZ through any of our official sales channels, including our website, authorised resellers, or any digital marketplace where AMBERZ is an authorised seller.

For the purpose of this Policy, the following terms shall carry the meanings ascribed to them herein, unless the context otherwise requires:

By accessing AMBERZ's website, placing an order, or completing a payment, the Customer expressly agrees to be legally bound by this Policy in its entirety. If the Customer does not agree to any provision of this Policy, they must refrain from placing an order.

In accordance with the Indian Contract Act, 1872, a legally binding contract between AMBERZ and the Customer is formed upon the issuance of an Order Confirmation by AMBERZ. This Order Confirmation constitutes AMBERZ's acceptance of the Customer's offer to purchase and establishes all mutual rights and obligations.

The Customer represents and warrants that they are at least 18 years of age, have full legal capacity to enter into a binding contract, and are purchasing the Product for lawful purposes. AMBERZ reserves the right to cancel orders placed by persons who do not meet this requirement.

The Customer is solely responsible for ensuring that all information provided at the time of purchase — including delivery address, contact number, and payment details — is accurate and complete. AMBERZ shall not be liable for non-delivery or delays arising from inaccurate customer information.

A Customer may request the cancellation of an Order at no cost and without penalty, provided that such request is received and acknowledged by AMBERZ before the Product has been physically dispatched from AMBERZ's warehouse to the logistics partner.

• Cancellation requests must be submitted via email to return@amberz.in with the Subject Line: "CANCELLATION REQUEST — [Order ID]"
• The Customer must include their full name, registered mobile number, and Order ID in the request email.
• Upon confirmation of pre-shipment status by our operations team, AMBERZ will process a full 100% refund of the order value to the Customer's original payment method.
• Refunds shall be credited within 5 to 7 business days from the date of cancellation confirmation, subject to the processing timelines of the respective payment gateway or banking institution.

In accordance with the Indian Contract Act, 1872, once an Order has been dispatched and a tracking number generated, the performance of the contract by AMBERZ is deemed to be in progress. The following terms apply to all cancellations requested after dispatch and to instances where delivery is refused at the doorstep:

3.2.1 Deduction Schedule: The Two-Way Logistics Cost shall be deducted from the order value prior to refund processing. The applicable fee ranges are as follows:

Note: Exact deduction amount is calculated based on actual volumetric weight, dimensions, and prevailing logistics partner rates at the time of shipment. AMBERZ shall provide a detailed breakup of logistics costs upon request.

3.2.2 Refund Processing Timeline: Post-dispatch cancellation refunds (net of logistics deduction) shall be processed within 7 to 10 business days from the date the returned Product is received and inspected at AMBERZ's warehouse.

3.2.3 Condition of Returned Product: Products returned following a post-dispatch cancellation must be in their original, unassembled, unused condition with all original packaging intact. AMBERZ reserves the right to withhold additional amounts from the refund if the Product is received in a damaged, assembled, or incomplete condition due to Customer handling.

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019, AMBERZ shall accept returns and process replacements or refunds exclusively in the following circumstances:

The following circumstances are explicitly excluded from return eligibility under this Policy and shall not constitute valid grounds for initiating a return, replacement, or refund:

To qualify for return authorisation, the product must be returned to AMBERZ in a condition consistent with how it was delivered — the "As-Delivered Condition". Any deviation from the As-Delivered Condition that is attributable to Customer handling shall render the return ineligible or subject to partial refund at AMBERZ's sole discretion.

All of the following conditions must be simultaneously satisfied for a return to be approved:

• Unassembled and Unused: The product must be entirely unassembled and must not have been operated, ridden, or powered on in any manner. AMBERZ's technical team will physically inspect returned products; assembled or used items will be rejected and returned to the Customer at their cost.
• Original Outer Packaging: All original outer shipping boxes, cartons, and protective foam/bubble inserts must be present and in substantially good condition. AMBERZ will not accept returns packaged in substitute or third-party packaging.
• Complete Product Contents: All components, accessories, spare hardware (bolts, nuts, screws), instruction manuals, warranty cards, and any promotional inserts that were included in the original package must be returned.
• Manufacturer Labels and Serial Numbers Intact: All factory-affixed labels, stickers, warranty seals, and serial number plates must be present and undamaged. Removal or tampering with these renders the return void.
• Timely Claim Submission: The return request must have been initiated within the applicable mandatory reporting window (Section 4.1).
• Approved Return Authorisation: A Return Authorisation (RA) number must have been issued by AMBERZ's QA Team prior to shipping the product back. Unsolicited returns without an RA number will not be accepted and AMBERZ reserves the right to refuse delivery of such parcels.

In circumstances where a return is approved but the product is received in a condition that does not fully meet the As-Delivered standard — due to minor packaging damage or missing non-essential items attributable to Customer handling — AMBERZ reserves the right to issue a partial refund, with deductions calculated based on the cost of reconditioning, repackaging, or replacing missing components. The Customer will be informed of any such deductions prior to refund processing.

AMBERZ operates on a prima facie evidence standard for all return claims. This means that the Customer bears the initial burden of providing credible, verifiable, and unambiguous documentary evidence of the claimed defect, damage, or incorrect fulfilment before a Return Authorisation can be issued. This standard is applied consistently across all customers and all claims.

Return authorisations cannot be processed, issued, or actioned until all mandatory evidence specified in this Article has been received and reviewed by AMBERZ's QA Team. Incomplete submissions will be returned to the Customer with a request to resubmit.

To prevent fraudulent claims and to verify the authenticity and context of submitted evidence, all photographs and videos must include the following verifiable digital metadata:

The Customer must provide high-resolution photographs (minimum 2 megapixels) from each of the six mandatory perspectives listed below. All six photographs are required; partial submissions will not be processed.

In addition to photographic evidence, the Customer must provide a mandatory unboxing video demonstrating the defect or damage. The following technical standards apply to all submitted videos:

• Duration: The video must not exceed 30 seconds in total duration. Longer videos may be rejected for review purposes; the Customer may be requested to resubmit a shorter, focused clip.
• Continuous Single Take: The video must be recorded as a single, uninterrupted, unedited shot. Videos with cuts, jump cuts, transitions, splices, speed alterations, or any form of post-production editing will be rejected as inadmissible evidence.
• Starting Point — Shipping Label: The video must begin with a clear, legible view of the shipping label affixed to the outer packaging, showing the Order ID, delivery address, and tracking number, before the camera moves to show the product condition or defect.
• Demonstrating Physical Damage: For transit damage claims, the video must show the outer packaging condition, the internal packaging, and the damaged product in a single continuous sequence.
• Demonstrating Functional/Electronic Defects: For claims involving electrical or mechanical failure, the video must show the device being powered on from an off state and the specific error, malfunction, or failure occurring in real time.
• Accepted File Formats: MP4 MOV AVI — Original device recording files only. Screen recordings will not be accepted.

Upon approval of a return claim, AMBERZ shall, at its sole and reasonable discretion, provide one of the following remedies to the Customer, taking into account the nature of the defect or issue, the availability of replacement stock, and the Customer's stated preference:

All approved refunds shall be credited exclusively to the original payment method used at the time of purchase. AMBERZ does not issue refunds via cash, cheque, or alternate payment methods. The actual credit reflection on the Customer's account is subject to the processing timelines of the respective payment gateway, bank, or financial institution, which may range from 3 to 10 additional business days beyond AMBERZ's internal processing.

In circumstances where AMBERZ determines that a manufacturing defect claim is valid but the product has been assembled (and thus fails the As-Delivered standard for physical return), AMBERZ may, entirely at its discretion and as a gesture of goodwill, offer to dispatch replacement components or provide technical support to resolve the defect. Such assistance does not constitute an admission of liability and shall not set a precedent for future claims.

AMBERZ's total liability to any Customer, in respect of any claim arising from a purchase under this Policy, shall in no event exceed the actual purchase price paid by the Customer for the specific Product that is the subject of the claim, as recorded in AMBERZ's order management system.

To the fullest extent permitted by applicable Indian law, AMBERZ shall not be liable for:

• Any indirect, incidental, consequential, special, or punitive damages arising from the purchase or use of the product.
• Loss of profit, loss of use, loss of data, or any economic loss not directly attributable to the product defect itself.
• Personal injury or property damage arising from misuse of the product, failure to follow the instruction manual, or use by persons outside the specified age or weight parameters.
• Delays in refund processing attributable to third-party payment gateways, banking institutions, or logistics partners beyond AMBERZ's reasonable control.
• Loss or damage to the product during return transit where the Customer arranges their own return courier in contravention of AMBERZ's instructions.

AMBERZ's ride-on toys are designed and tested for children within specified age, weight, and supervision parameters as stated in each product's manual. AMBERZ expressly disclaims liability for any injury, accident, or damage arising from use outside these specified parameters.

This Policy, and all transactions, rights, and obligations arising under or in connection with it, shall be governed by and construed in accordance with the laws of the Republic of India, including but not limited to the Consumer Protection Act, 2019; the Consumer Protection (E-Commerce) Rules, 2020; the Indian Contract Act, 1872; and the Information Technology Act, 2000.

Subject to the dispute resolution mechanism described in Section 10.3 below, any legal proceedings arising from or in connection with this Policy or any purchase from AMBERZ shall be subject to the exclusive jurisdiction of the competent courts located in Ranchi, Jharkhand, India. The Customer hereby irrevocably submits to such jurisdiction.

In the event of any dispute, claim, or difference arising out of or in connection with a purchase or this Policy, the parties shall follow the escalation mechanism set out below before initiating formal legal proceedings:

• (a)Level 1 — Customer Support Resolution: The Customer shall first raise the dispute with AMBERZ's Customer Support Team via email at return@amberz.in. AMBERZ shall respond within 5 business days with a proposed resolution.
• (b)Level 2 — Senior Management Escalation: If the Customer is unsatisfied with the Level 1 response, the dispute may be escalated in writing to AMBERZ's senior management team. AMBERZ shall provide a final resolution within 15 business days of escalation.
• (c)Level 3 — Consumer Forum: If the dispute remains unresolved following Level 2 escalation, the Customer retains the right to file a complaint before the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

AMBERZ reserves the right to revise, amend, or update this Policy at any time without prior notice. The revised Policy will be published on AMBERZ's official website with an updated effective date. Continued use of AMBERZ's platform after such publication constitutes acceptance of the revised Policy. Customers are advised to review this Policy periodically.

If any provision of this Policy is held by a court of competent jurisdiction to be invalid, unlawful, or unenforceable for any reason, such provision shall be modified to the minimum extent necessary to make it enforceable, or if it cannot be so modified, it shall be severed from this Policy. All remaining provisions shall continue in full force and effect.

For all queries, return requests, and complaints related to this Policy, the Customer may contact AMBERZ through any of the following official channels. AMBERZ's support team is available during business hours — Monday through Saturday, 10:00 AM to 6:00 PM IST.