1. Return window
You can request a return or exchange within [7] days of delivery. Requests received after this window cannot be accepted, except for damaged, defective or wrong items reported as described below.
2. Eligibility
Items we accept
- Unused, unwashed and unworn items, with all original tags attached;
- Items in their original packaging, with the invoice;
- Items without stains, perfume, deodorant or pet hair.
Items we can't accept
- Products bought on final sale or marked "non-returnable" on the product page;
- Gift cards, accessories such as [NON-RETURNABLE ITEMS, e.g. socks, caps];
- Customised or personalised products, unless they arrive damaged or wrong.
3. Damaged, defective or wrong items
If your order arrives damaged, defective or different from what you ordered, tell us within [48 HOURS] of delivery at [SUPPORT EMAIL] or on WhatsApp at [WHATSAPP NUMBER], with your order number and clear photos (and an unboxing video if you have one). We will arrange a free replacement or a full refund, including any shipping charges.
4. How to start a return
- Go to our returns page at [RETURNS PORTAL LINK] or write to [SUPPORT EMAIL] with your order number.
- Choose return or exchange, the item and the reason.
- Pack the item securely with tags and invoice.
- Our courier partner picks it up from your address within [2–4] business days. If reverse pickup isn't available at your pin code, we will ask you to self-ship and reimburse up to [SELF-SHIP REIMBURSEMENT AMOUNT].
5. Exchanges
Size exchanges are free and subject to stock. If the size you want is unavailable, we will issue a refund or store credit instead. Exchanges for a different product are processed as a return plus a new order.
6. Quality check
Once the item reaches our warehouse it goes through a quality check within [2] business days. If the item doesn't meet the eligibility conditions, we will send it back to you and the return will be closed.
7. Refunds
Prepaid orders
Refunds are made to the original payment method within [5–7] business days after the item passes our quality check. Your bank may take a few more days to show the credit.
Cash on Delivery orders
For COD orders we refund by [UPI / bank transfer / store credit] within [5–7] business days after the quality check. We'll ask you for your UPI ID or bank details by email; we never ask for your PIN or OTP.
Shipping and COD charges
Original shipping charges and COD fees are [refundable / non-refundable], except when the item was damaged, defective or wrong.
8. Order cancellation
You can cancel an order before it is dispatched by writing to [SUPPORT EMAIL] with your order number. Once an order is dispatched it cannot be cancelled, but you can return it under this policy. Refusing a COD order at delivery without a valid reason may lead to COD being disabled for future orders.
9. Grievance redressal
If you are unhappy with how your return was handled, contact our Grievance Officer, [GRIEVANCE OFFICER NAME], at [GRIEVANCE EMAIL] or [GRIEVANCE PHONE], as required by the Consumer Protection (E-Commerce) Rules, 2020. We acknowledge complaints within 48 hours and aim to resolve them within one month. This policy does not affect your rights under the Consumer Protection Act, 2019.