The short version
We do not accept returns and we do not refund purchases. A physical order can be cancelled only before it is dispatched. Once it has shipped, it cannot be cancelled, returned or refunded.
The only exceptions are set out below, and they exist because the law requires them.
Digital case files
A digital case file is delivered instantly and, once opened, cannot be returned in any meaningful sense — the mystery has been read. Purchases of digital case files are therefore final and non-refundable from the moment access is granted.
Please use the free case to decide whether Jasoos suits you before buying a paid one.
Physical evidence boxes
- Before dispatch — you may cancel for a full refund. Contact us quickly with your order reference; boxes usually leave within 2–4 business days.
- After dispatch — the order cannot be cancelled, returned or refunded. This includes changing your mind, ordering the wrong case, or being unavailable to receive delivery.
- Sealed evidence materials cannot be returned once opened, because the case contents are the product.
When we will put it right
None of the above removes your rights under Indian consumer law. We will replace or refund where:
- the parcel arrives damaged, or materials are missing from the box;
- you received the wrong case;
- a paid order never arrives;
- you were charged twice for the same order, or charged for an order that failed.
These are statutory protections for defective or undelivered goods. They are not a change-of-mind window.
How to raise one of those
Tell us within 7 days of delivery — or within 7 days of the expected delivery date if nothing arrived. Include your order reference and, for damage or missing materials, photographs of the parcel and its contents.
Write to support@thejasoos.com.
We respond within 3 business days and will tell you plainly whether we can help.
How refunds are paid
Approved refunds go back to the original payment method through Razorpay. Banks typically take 5–10 business days to show the credit after we issue it. We do not refund to a different account or by any other route.
Failed payments
If money left your account but the order did not confirm, it is normally an authorisation that will reverse itself within 5–7 business days. If it does not, contact us with the payment reference and we will trace it.