Return & Refund Policy

1. Admin-Configured Return & Exchange Rules

All return and exchange requests are processed dynamically based on the global and product-wise rules configured by our administration team. These parameters include active return/exchange windows, defect reporting windows, maximum allowed attempts, refund methods, and optional handling penalties. These settings automate eligibility calculations for all order transactions.

2. Order Status and Eligibility Expiry

Only items that have been officially marked as "Delivered" are eligible for return or exchange. Once delivery is completed, the system automatically records the delivery date and time, which acts as the reference point for calculating the expiry timestamps of your return window, exchange window, and manufacturing defect reporting window.

3. Return Eligibility Validation

When you open your Order Details page under your registered account, the system automatically runs a real-time validation check. It verifies whether returns are enabled, if the return window is still active, if you have reached the maximum allowed return attempts, and if the product itself is marked as returnable. If the validation passes, the return button is visible; otherwise, the button is disabled or hidden, displaying the reason for ineligibility.

4. Initiating a Return Request

To request a return, click the "Return Product" button in your order details. You will be prompted to select the primary reason for return (such as Wrong Product, Damaged Product, Manufacturing Defect, Size Issue, Quality Issue, or Other), provide detailed notes, and upload clear product photos. Photo proof is mandatory for requests involving damaged or defective items.

5. Manufacturing Defect Claims

If you receive a product with a manufacturing defect, you must report it within the specified defect reporting window configured by our administration (calculated from the exact time of delivery). Defect requests submitted after this window has expired will be blocked automatically by the system. Along with mandatory clear photos of the defect, customers are encouraged to upload an unboxing video as supportive proof.

6. Request Review and Decisions

Upon submission, your request is marked as "Return Requested" and routed to our logistics and admin team. The admin reviews the order details, history, product info, reasons, and uploaded media. The admin may then Approve, Reject, or Request Additional Information. If rejected, the reason for rejection is recorded and visible to you under your Order History.

7. Reverse Pickup and Tracking

Once your return is approved, a reverse pickup request is initiated through our courier network partners. The system will generate a pickup ID, and you can track the real-time logistics steps directly in your portal. The status transitions through Scheduled, Assigned, In Progress, and Product Picked Up.

8. Warehouse Receipt & Quality Verification

After the courier picks up the product, it is shipped to our fulfillment center. Upon receipt at our warehouse, our verification team performs a physical inspection. We verify that the correct product was returned, check its overall condition, confirm any reported defects, and ensure all tags, packaging, and accessories are present. If verification fails, the return is rejected, and the product will be returned to you.

9. Refund Methods and Store Credit Expiry

Approved refunds are processed via the methods enabled by the administrator at the time of your order. Depending on the configurations, options may include: Original Payment Method, Store Credit, or Bank Transfer. If Store Credit is selected, it will carry a specific validity period configured by the admin (such as 2 or 3 years). Any unused store credit balance will expire and become invalid after its validity date has passed.

10. Exchange Requests and Stock Validation

If you wish to exchange a product for a different size, color, or variant, you can submit an "Exchange Product" request. The system immediately checks real-time inventory levels. If the requested variant is out of stock, the system will notify you, and the exchange request cannot be submitted until stock becomes available.

11. Optional Exchange Penalty Fees

Depending on the active admin settings, size or preference exchanges may be subject to an exchange penalty or handling fee. If a penalty is applied, your request status will display "Penalty Approval Pending." You will receive a notification to review and pay the penalty amount. If you complete the payment, the exchange process continues; if you reject or fail to pay, the exchange request is cancelled.

12. Price Adjustments for Exchanges

During product swaps, if the replacement item is priced higher than the original item, you must pay the price difference to complete the exchange. If the replacement item is priced lower, the difference will be refunded to you as store credit or via other enabled refund methods according to the active configurations.

13. Exchange Fulfillment Models

Depending on the product class and geographic area, approved exchanges are fulfilled using one of two methods:

• Pickup First, Ship Later: The original product must be picked up, returned to our warehouse, and pass verification before the replacement order is created and shipped.
• Simultaneous Exchange (Direct Swap): The delivery agent delivers the replacement product and collects the existing product from you in a single, simultaneous swap at your doorstep. You must hand over the correct, eligible product to the agent to receive the replacement.