Return & refund Policy

RETURN & REFUND POLICY

Effective Date: [DATE]
Last Updated: [DATE]

At [STORE NAME], we want you to be happy with your purchase. If something isn't right, we're here to help.

This Return & Refund Policy explains when products can be returned, exchanged, or refunded, how to request a return, and what you can expect during the process.

This policy applies to purchases made through [WEBSITE URL], unless a different return policy is specifically stated on the relevant product page.

Nothing in this policy is intended to limit any consumer rights or remedies available under applicable Indian law.

1. RETURN WINDOW

You may request a return within:

[X DAYS] days from the date your order is delivered.

Return requests submitted after this period may not be accepted unless required by applicable law or specifically approved by [STORE NAME].

To request a return, contact us at:

[EMAIL ADDRESS]

Please include your:

  • Order number

  • Name used for the order

  • Product you wish to return

  • Reason for the return

  • Photographs or videos, where applicable

2. RETURN ELIGIBILITY

To be eligible for a standard return, the product should generally:

  • Be unused and in its original condition;

  • Be in the original packaging, where applicable;

  • Include original tags, labels, manuals, accessories, or other included items;

  • Not have been damaged, altered, washed, modified, or misused;

  • Be accompanied by valid proof of purchase.

Certain products may have additional return requirements, which will be communicated on the relevant product page.

Important

Products returned without following the applicable return instructions may experience delays or may not qualify for a return where permitted by applicable law.

3. CHANGE-OF-MIND RETURNS

Where we offer change-of-mind returns, you may request a return within [X DAYS] days of delivery.

For example, you may have ordered the wrong size, colour, quantity, or simply changed your mind.

Change-of-mind returns are subject to the eligibility conditions in this policy.

Return shipping cost: [CUSTOMER / STORE NAME / FREE]

Where return shipping is the customer's responsibility, the applicable return-shipping charges will be communicated before the return is arranged.

4. DAMAGED PRODUCTS

We take care to pack products securely, but products can occasionally be damaged during transportation.

If your product arrives damaged, please contact us at [EMAIL ADDRESS] within:

[X DAYS] days

of delivery.

Please provide:

  • Order number

  • Photographs of the damaged product

  • Photographs of the outer packaging

  • Photographs of the shipping label

  • A short description of the damage

  • Video evidence, where reasonably requested

We may use this information to investigate the issue with our shipping partner.

Where the product is confirmed to have been damaged during delivery, we may offer:

  • A replacement;

  • A refund;

  • An exchange; or

  • Another appropriate remedy.

The available remedy may depend on product availability and applicable law.

5. DEFECTIVE PRODUCTS

If a product has a manufacturing defect or does not function as reasonably expected, please contact us at:

[EMAIL ADDRESS]

within [X DAYS] days of receiving the product, or within any applicable warranty period.

We may ask you to provide photographs, videos, product details, or other information needed to assess the issue.

After verification, we may provide an appropriate remedy, which may include:

  • Replacement;

  • Repair;

  • Exchange;

  • Refund;

  • Store credit;

depending on the nature of the defect, product availability, warranty terms, and applicable law.

Nothing in this policy removes any statutory rights you may have regarding defective or deficient goods.

6. WRONG PRODUCT OR MISSING ITEM

If you receive a product that is different from what you ordered, or if an item is missing from your order, please contact us within:

[X DAYS] days

of delivery.

Please provide:

  • Order number;

  • Photographs of the product received;

  • Photograph of the shipping label;

  • Photograph of the packaging;

  • Description of the issue.

After verification, we may arrange a replacement, refund, exchange, or another appropriate resolution.

Where the error is caused by [STORE NAME], we will generally bear the applicable return shipping cost.

7. EXCHANGES

We may offer exchanges for eligible products.

An exchange may be available for:

  • Different size;

  • Different colour;

  • Different variant;

  • Replacement of a defective product;

  • Replacement of a damaged product.

Exchange requests must generally be made within:

[X DAYS] days

of delivery.

Exchange availability depends on:

  • Product eligibility;

  • Stock availability;

  • Product condition;

  • Reason for exchange;

  • Applicable law.

If the requested replacement is unavailable, we may offer a refund or another appropriate option.

8. SIZE OR VARIANT EXCHANGES

Where applicable, customers may request a size, colour, or variant exchange within [X DAYS] days of delivery.

The original product must meet the applicable return conditions.

If the replacement item has a higher price, you may be required to pay the difference.

If the replacement item has a lower price, [STORE NAME] will provide the applicable difference as:

[REFUND / STORE CREDIT / OTHER METHOD]

subject to applicable law.

9. NON-RETURNABLE ITEMS

Certain products may not be eligible for return because of their nature, hygiene requirements, customization, or applicable law.

Non-returnable items may include:

  • [PRODUCT CATEGORY]

  • [PERSONALISED/CUSTOM-MADE PRODUCTS]

  • [HYGIENE-SENSITIVE PRODUCTS]

  • [PERISHABLE PRODUCTS]

  • [INTIMATE/PERSONAL-USE PRODUCTS]

  • [OTHER NON-RETURNABLE ITEMS]

The applicable return restriction will be clearly stated on the relevant product page wherever reasonably possible.

Important

A product being marked "non-returnable" does not remove your legal rights relating to products that are defective, damaged, incorrectly supplied, or otherwise subject to mandatory consumer remedies under applicable law.

10. SALE AND DISCOUNTED ITEMS

Products purchased during sales or promotional offers may be subject to the same return policy unless otherwise stated.

[CHOOSE ONE:

  • Sale items are fully eligible for returns.

  • Sale items are eligible for returns but are not eligible for exchanges.

  • Sale items are non-returnable except where required by applicable law.

  • Other: [SPECIFY]

]

Any special return conditions will be displayed on the relevant product page or during checkout.

11. RETURN SHIPPING COSTS

Return shipping costs depend on the reason for the return.

If the product is defective, damaged, or incorrect

Where the issue is confirmed to be our responsibility, [STORE NAME] will generally arrange or bear the reasonable return shipping cost.

If you changed your mind

For eligible change-of-mind returns:

Return shipping cost: [CUSTOMER / STORE NAME / FREE]

If you ordered the wrong size or variant

Return shipping cost: [CUSTOMER / STORE NAME / FREE]

Any applicable charges will be communicated before the return is processed.

12. HOW TO REQUEST A RETURN

To request a return:

Step 1 — Contact Us

Email:

[EMAIL ADDRESS]

Subject line:

Return Request – [ORDER NUMBER]

Step 2 — Provide Order Details

Please provide:

  • Order number;

  • Name;

  • Contact details;

  • Product name;

  • Reason for return;

  • Photos/videos where applicable.

Step 3 — Review

Our team will review your request and may ask for additional information.

We will generally respond within:

[BUSINESS DAYS] business days

Step 4 — Return Instructions

If your return is approved, we will provide instructions for returning the product.

Please do not send products to an address that has not been provided or confirmed by [STORE NAME].

Step 5 — Inspection

After receiving the returned product, we may inspect it to confirm that it meets the applicable return conditions.

Step 6 — Refund, Exchange, or Replacement

Once the return has been approved, we will process the applicable remedy.

13. RETURN INSPECTION

Returned products may be inspected before a refund or exchange is approved.

We may reject a standard return where permitted by applicable law if the product:

  • Shows signs of use;

  • Has been damaged after delivery;

  • Has been altered;

  • Is missing essential accessories;

  • Is missing original tags or packaging where required;

  • Shows signs of misuse;

  • Does not match the product originally supplied.

This inspection does not affect any mandatory statutory rights you may have.

14. REFUND PROCESS

Once your return is received and approved, we will initiate the applicable refund.

Refunds will generally be made to:

[ORIGINAL PAYMENT METHOD / BANK ACCOUNT / UPI / STORE CREDIT]

where reasonably possible.

For Cash on Delivery orders, we may require valid bank account, UPI, or other payment information to process the refund.

We will never ask you for:

  • Your ATM PIN;

  • UPI PIN;

  • Banking password;

  • Payment password;

  • OTP for the purpose of receiving a legitimate refund.

15. REFUND PROCESSING TIME

After the return has been approved, refunds are generally processed within:

[REFUND PROCESSING TIME]

The time required for the funds to appear in your account may depend on your:

  • Bank;

  • Card issuer;

  • Payment gateway;

  • UPI provider;

  • Other financial institution.

Accordingly, the actual time for funds to appear may be longer than our internal processing time.

16. PARTIAL REFUNDS

In certain circumstances, a partial refund may be appropriate where permitted by applicable law and agreed with the customer.

This may apply, for example, where:

  • Only part of an order is returned;

  • Only certain items qualify for a refund;

  • A product has an approved partial-credit resolution;

  • Another specific remedy has been agreed.

We will communicate the applicable refund amount before processing it where reasonably possible.

17. SHIPPING CHARGES AND REFUNDS

Whether original shipping charges are refundable depends on the reason for the return and applicable law.

Where [STORE NAME] is responsible for sending an incorrect, defective, or damaged product, applicable shipping charges may be refunded or otherwise addressed as required.

For customer-initiated change-of-mind returns:

Original shipping charge treatment: [REFUNDED / NOT REFUNDED / CASE-BY-CASE]

18. FAILED OR UNCOLLECTED RETURNS

If a customer is required to send a product back but fails to do so within:

[X DAYS] days

after receiving return instructions, the return request may be closed.

A new return request may need to be submitted, subject to the applicable return period and applicable law.

19. RETURN FRAUD AND ABUSE

We want our return policy to be fair to everyone.

We reserve the right to investigate unusual or potentially fraudulent return activity.

Examples may include:

  • Repeatedly returning used products;

  • Returning a different product from the one purchased;

  • Returning products that were not purchased from us;

  • Falsifying damage or defect claims;

  • Abusing promotional return offers;

  • Providing misleading information.

Where permitted by law, we may restrict or refuse future returns associated with fraudulent or abusive activity.

This does not affect legitimate consumer rights.

20. PRODUCTS COVERED BY WARRANTY

Certain products may be covered by a manufacturer's or seller's warranty.

Where applicable, warranty details will be provided:

  • On the product page;

  • In the product packaging;

  • In the invoice;

  • In warranty documentation.

Warranty claims may be subject to the terms and conditions of the applicable warranty.

21. GIFT ORDERS

If a product was purchased as a gift, return and refund options may depend on:

[STORE POLICY FOR GIFT RETURNS]

Refunds may generally be issued to the original purchaser or original payment method unless otherwise required by applicable law or agreed by [STORE NAME].

22. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible at:

[EMAIL ADDRESS]

Cancellation may be possible before the order has been processed or shipped.

Once an order has been shipped, you may need to follow the applicable return procedure instead.

Any refund for an approved cancellation will be processed according to our refund procedure.

23. CUSTOMER RESPONSIBILITY

Customers are responsible for:

  • Providing accurate delivery information;

  • Inspecting products where reasonably possible;

  • Following return instructions;

  • Providing accurate information during a return request;

  • Packaging returned products appropriately where required;

  • Keeping proof of return shipment until the return has been completed.

24. CONSUMER RIGHTS

This policy is intended to explain our normal return and refund procedures.

It does not exclude, restrict, or replace any mandatory rights or remedies available to consumers under applicable Indian law.

If a product is defective, deficient, damaged, incorrectly described, or otherwise covered by a mandatory statutory remedy, your legal rights may apply even where a standard change-of-mind return is not available.

25. CHANGES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect:

  • Changes to our products;

  • Changes to our return procedures;

  • Changes to payment or shipping arrangements;

  • Changes in applicable laws;

  • Changes in our business operations.

The updated version will be posted on our website with a revised "Last Updated" date.

Changes will generally apply to orders placed after the updated policy becomes effective, subject to applicable law.

26. CONTACT US

If you have questions about returns, refunds, exchanges, damaged products, or defective products, please contact us:

[STORE NAME]

Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Business Address: [BUSINESS ADDRESS]

Customer Support Hours: [CUSTOMER SUPPORT HOURS]

Return Requests: [EMAIL ADDRESS]

We generally aim to respond to return and refund enquiries within:

[BUSINESS DAYS] business days

27. OUR COMMITMENT

At [STORE NAME], our goal is to make returns and refunds straightforward and fair.

If something goes wrong with your order, please contact us. We will review the issue carefully and work with you toward an appropriate resolution in accordance with this policy and applicable Indian law.

Thank you for shopping with [STORE NAME].

[END OF RETURN & REFUND POLICY]