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Refund & Exchange Policy

How do I return the order I have placed?

You can return your order within 21 days of its delivery. Please follow these steps to return the order:

  • Click on the ‘Return/Exchange’ link against your order in the Order History section in My account.
  • In case you are a Guest User, fill in your order details on the Track Order page. Follow the steps given here.
  • Click on the Return link, indicate the reason for return, choose a mode of refund and confirm the request.
  • Once the return request is placed we will make sure that this is processed on priority.

I do not have an account for OG Hemp. How do I return the order which i have placed?

You can return your order within 21 days of its delivery. Please follow these steps to cancel an order:

  • If you are a Guest User, fill in your order details on the Track Order page.
  • Click on the ‘Return/Exchange’ link, indicate the reason for return, choose a mode of refund, and confirm the request.
  • If you choose to refund the amount to the credit note, we ask you to create an account with OGHemp. Enter your password and the account is created immediately. You can log in using the email address used to place the order.
  • If you choose to refund the amount back to the original mode of payment, the process will be initiated once the items are picked by our courier partner and this will take 30-45 business days. This option is applicable for all pre-paid orders paid using Debit/ Credit cards, Netbanking, and Online Wallets.
  • Once the return request is placed and the items are picked by our courier partner, we will make sure that this is processed on priority.

 I am unable to see the return/exchange link on the product when I'm trying to place a return/exchange request online.

You can return your order within 21 days of its delivery. Please follow these steps to return the order:

  • For reasons including damaged goods, we do not accept the return or exchange of any products.
  • Our return and exchange policy allow for you to return/exchange your order within 21 days of the order’s delivery. 
  • Option to place a return/exchange request will be disabled in your account after 21 days of the order’s delivery.
  • You can mail us with the refund request at [email protected] and the mail will be responded to within 4 working days. Provided the terms, the refund will be processed as per Point 2.

I am unable to place a return request.

There are 3 reasons due to which the return option is not available on the website/app: 

    • If your order is not marked delivered. The return request can be taken only after the order status is marked as ‘Delivered’ by our courier partner. In a few cases, it may take up to 24 hours to mark the order as delivered. In case, it is more than 24 hours since delivery and the return option is still unavailable, please contact us at [email protected]
    • You can return your order within 21 days of its delivery. The return option is withdrawn once the 21 days period has passed since delivery.
    • For reasons including damaged goods, we do not accept the return or exchange of any products.

Exchanges (if applicable)

We only replace items if they are defective, damaged, or wrongly sent. For other reasons for exchange, cancellation, or refund. Please contact us before delivery. If you need to exchange it for the same item, send us an email at [email protected] and ship your item, on confirmation to OG Hemp Company, Room No. 301, 3rd Floor, DLF Galleria BG – 8, Action Area 1B, Newtown, Kolkata, West Bengal 700156

How do I track my return?

We will send a confirmation email and SMS once your return order has been picked up and when it is received at our warehouse. In case of an exchange request, you are intimated again via SMS and email when new items are dispatched to you. In the case of a refund, an email is sent when the refund is processed from our end. It may take up to 48 hours for it to reflect in your account.

How to return the products?

  • Simply place undamaged merchandise with all tags attached to the original packing.
  • Use a bubble sheet wrap to secure and protect the box and products inside. Enclose your invoice inside.
  • Also, enclose any OGHemp Collectible gift items or any other free gift items (such as hemp cards, hemp papers, or hemp wrapping papers) you received with your order under various promotions.
  • If you choose to not return the returnable gift items as well, then a nominal charge against these items too will be deducted from your refunded amount. The deductible amount per gift item will be mentioned on your invoice.
  • Please note that returns cannot be processed if any of the items including returned gift items are found to be in used or damaged conditions or with tags missing, or if any of the accompanying gift items are missing.

To return your product, you should mail your product to Room No. 301, 3rd Floor, DLF Galleria BG – 8, Action Area 1B, Newtown, Kolkata, West Bengal 700156, if bought on the website of OG HEMP, or alternatively follow the process of return on the portal where the merchandise was bought. Depending on where you live, the time it may take for your exchanged product to reach you may vary. However, we will make every effort to notify you at all the stages of the refund process.

How does GST varies for the product?

Tax may vary depending on factors like the city where the order would be shipped to and the price of products.

If I return my order will the GST amount charged be refunded?

If an order is returned, the GST amount will be refunded. However, Shipping charges will be non-refundable.

If I cancel the order will the GST amount charged be refunded?

If an order is canceled before it is shipped, the GST amount and shipping charges will be refunded.

What are the orders/services that cannot be returned or exchanged?

  • Cash cannot be claimed against gift cards and gift wraps.
  • For reasons including damaged goods, we do not accept the return or exchange of any products.
  • No item that has been sold as part of a multipack can be returned as an individual item.
  • Certain sale events or offers will not be covered under our standard return/exchange policies. Their terms will be defined and mentioned separately.
  • Once we receive a returned parcel, we reserve the right to refuse the return of items that show visible signs of having been worn, washed, or soiled, or are incomplete.
  • The gift items received by you can not be exchanged.

Under what conditions can I return/replace my OG Hemp products?

  • Wrong product delivered
  • Expired product delivered
  • Damaged product delivered – Physical damage/ tampered product or packaging

Under what conditions return/replacement request will not be accepted for OG Hemp products?

  • Opened/ used/ altered products.
  • Original packaging (mono cartons, labels, etc.) missing.
  • The return/ replacement request is generated after 21 days from the date of delivery.