Refund policy

1. Our Promise to You

At [STORE NAME], your satisfaction is our priority. We carefully pack every order to reach you in perfect condition — but if something isn't right, we'll make it right. This policy explains exactly how returns, refunds, and exchanges work so you always know where you stand.

If you have any questions not covered here, please reach out to us at [EMAIL ADDRESS]. We're real people and we're happy to help.

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2. Return Eligibility

We accept returns on most items, provided the following conditions are met:

• The return is initiated within [X] days of the delivery date
• The item is unused, unwashed, and in its original condition
• All original packaging, tags, labels, and accessories are intact and included
• You have proof of purchase — your order confirmation email or invoice

Items that have been used, damaged by the customer, or returned without original packaging may not be eligible for a full refund and could be subject to a partial refund or rejection at our discretion.

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3. Non-Returnable Items

For hygiene, safety, and other reasons, the following items are not eligible for return unless they arrive damaged or defective:

• Perishable goods such as food, plants, or flowers
• Personal care and hygiene products (e.g., skincare, haircare, undergarments)
• Digital products, software, or downloadable content
• Gift cards and store credits
• Customised or personalised items made to your specifications
• Items marked as "Final Sale" or "Non-Returnable" on the product page
• [ADD ANY OTHER CATEGORY SPECIFIC TO YOUR STORE]

If you are unsure whether your item is eligible for return before purchasing, please contact us at [EMAIL ADDRESS] and we'll clarify.

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4. How to Initiate a Return

Returning an item is simple. Just follow these steps:

Step 1 — Contact us
Email us at [EMAIL ADDRESS] within [X] days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return. Photos are helpful if the item is damaged or incorrect.

Step 2 — Wait for approval
Our team will review your request and respond within [X] business days with return approval and instructions. Please do not send items back before receiving approval — unapproved returns may not be accepted.

Step 3 — Pack and ship
Pack the item securely in its original packaging. Include a copy of your invoice or order confirmation inside the parcel. Ship the item to the return address provided in our approval email.

Step 4 — Confirmation
Once we receive your return, we will inspect the item and notify you by email within [X] business days. If approved, your refund or exchange will be processed promptly.

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5. Refund Process and Timing

Once your return is received and approved, here's what happens next:

• Refunds are processed within [REFUND PROCESSING TIME] business days of return approval
• The refund will be credited to your original payment method — credit/debit card, UPI, wallet, or net banking
• Depending on your bank or payment provider, the amount may take an additional [X–X] business days to reflect in your account
• You will receive an email notification as soon as your refund has been initiated

Please note:

• Original shipping charges are non-refundable unless the return is due to our error or a defective product
• If you received free shipping on your order, the standard shipping cost may be deducted from your refund in the event of a change-of-mind return
• Cash on Delivery (COD) refunds, if applicable, will be processed as a bank transfer to your provided account details within [REFUND PROCESSING TIME] business days

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6. Exchanges

We offer exchanges for a different size, colour, or variant of the same product, subject to availability.

To request an exchange:

• Follow the same steps as initiating a return (Section 4 above)
• Mention in your email that you'd like an exchange and specify what you'd like instead
• Exchanges are subject to stock availability. If your requested variant is unavailable, we will offer a full refund instead.

Exchanged items will be dispatched within [X] business days of us receiving and approving your original return. Standard delivery timelines then apply.

Please note: We currently offer one exchange per order. If you need to return an exchanged item, it will be processed as a standard refund.

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7. Damaged, Defective, or Incorrect Items

We take full responsibility if something goes wrong on our end. If your order arrives damaged, defective, or is not what you ordered, here's what to do:

Contact us within [X] days of delivery at [EMAIL ADDRESS] with the following:

• Your order number
• A clear description of the issue
• Photographs of the damaged or incorrect item and its packaging

Once we review your case, we will offer you the choice of:

• A full refund to your original payment method
• A free replacement dispatched at no extra cost to you

You will not be required to return the damaged or defective item in most cases — we'll let you know if we need it back.

We aim to resolve all such cases within [X] business days of you contacting us.

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8. Return Shipping Costs

Who pays for return shipping depends on the reason for the return:

For returns where the customer bears the cost, we recommend using a trackable shipping method. [STORE NAME] is not responsible for items lost in transit during return shipping.

If we arrange a pickup through our courier partner, we will share the details after your return is approved.

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9. Cancellations

Before dispatch:
You may cancel your order any time before it is dispatched by contacting us at [EMAIL ADDRESS]. A full refund will be issued within [REFUND PROCESSING TIME] business days.

After dispatch:
Once an order has been dispatched, it cannot be cancelled. Please wait for delivery and then initiate a return as per this policy.

For prepaid orders cancelled before dispatch:
Refunds will be returned to your original payment method within [REFUND PROCESSING TIME] business days.

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10. Consumer Rights Under Indian Law

This policy is in addition to, and does not limit, your statutory rights as a consumer under the Consumer Protection Act, 2019. If you believe your consumer rights have been violated, you may also seek redressal through:

• The National Consumer Helpline: 1800-11-4000 (toll-free)
• Your State Consumer Disputes Redressal Commission
• The e-DAAKHIL portal at edaakhil.nic.in for online consumer complaints

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11. Contact Us

We're committed to resolving every concern quickly and fairly. Please don't hesitate to get in touch.

[STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Support hours: [DAYS & HOURS, e.g., Monday–Saturday, 10:00 AM – 6:00 PM IST]
Response time: Within [X] business days