At Vizag Duty Free, we aim to deliver a smooth and reliable shopping experience for all our international passengers. This policy outlines the terms governing order cancellations, product availability, substitutions, and refunds for purchases made through our website.

Customer-Initiated Cancellations:

We regret to inform you that cancellations initiated by customers will not be eligible for refunds under the following circumstances including but not limited to:      

• Change of mind
• Failure to collect the order
• Discovered a better price elsewhere
• Forgot to collect the order

These scenarios result in operational and financial implications, and as such, all orders placed are considered final. 

Store-Initiated Cancellations / Technical Failures:

In the event of a cancellation initiated by Vizag Duty Free due to:

• Technical glitches on the website or payment gateway
• Operational incapability
• Product no longer being available
• Failed transactions where payment has been deducted
• Flight cancellations or rescheduling initiated by the airline

A full refund will be processed to the original payment method within 7 working days from the date of approval.

Returns & Exchanges:

We do not accept returns or exchanges once a product is sold, except: In the cases of defective, damaged, or incorrect products at the time of pickup.

Such concerns must be raised immediately at the counter or reported to:

vdf.customercare@gmrgroup.in within 30 days of purchase.

Refund Process

Refund requests must be submitted with supporting order and payment details to:

vdf.customercare@gmrgroup.in

For payment failure or excess deduction queries, you may also call:

+91 79938 27444

Approved refunds will be processed to the original payment method within 7 working days.

 Collection Policy

• Orders must be collected within 48 hours of your scheduled flight arrival.
• In case of reschedule or delay of flight the information need to be informed to the customer care to get the details modified.
• In case of delayed or missed pickup, we reserve the right to cancel the order without any refund.

Legal & Compliance

• Online orders are non-transferable.
• All purchases are strictly for personal use and not for resale.
• Any fraudulent, misleading, or abusive activity may result in cancellation and legal action.
• VDF shall not be liable for incidental or consequential damages arising from cancellation or refund delays.

Need Assistance?

We’re here to help!

Email us:vdf.customercare@gmrgroup.in

+91 79938 27444

Jurisdiction

All matters related to cancellations and refunds shall be governed by Indian law. In case of any dispute, the courts of Visakhapatnam, Andhra Pradesh shall have exclusive jurisdiction..