RTO, returns and refunds

Effective from 16 September 2026

This page sets out who bears which cost when an order does not go smoothly. Please read it before you make a promise to your buyer, because what you promise them is your own commitment.

1. When the fault is ours

We will replace the item or refund it, at our option, if:

• a wrong item was shipped,
• the item has a manufacturing defect or was damaged before dispatch,
• an item is missing from the parcel.

What we need: one continuous unedited unboxing video that begins before the sealed parcel is opened and clearly shows the shipping label and the contents, raised with us within 48 hours of delivery. We ask for this because every order is packed in front of a camera, so both sides can compare what left our floor with what arrived. Without that video we will still check our packing recording, but a claim is difficult to establish and may not be accepted.

2. When the cost is yours

• RTO: the buyer refuses the parcel, is unreachable, or the address is wrong and the parcel returns to us. A return charge is deducted from your refund to cover the return leg. It is ₹100, or the actual return shipping for that parcel if the parcel is heavier, whichever is more. A courier bills the way back by weight exactly as it bills the way out, so a four piece parcel costs more to bring back than a single piece. The shipping you already paid on the outward leg is not refunded. Once the parcel reaches us and the goods are in resaleable condition, the value of the goods is refunded to you. Most RTOs come from a wrong or incomplete address, so it is worth checking the address and phone number before you place the order.
• Size or choice returns: the item fits differently or the buyer no longer wants it. Ethnic wear sizing varies, which is why every product page lists the available sizes and measurements where we have them.
• Delay or damage caused after dispatch by the courier, weather, a strike or any similar event outside our control.

3. What cannot be returned

• Items that have been worn, washed, altered or have had their tags removed.
• Items returned with stains, odour or damage that did not exist at dispatch.
• Claims raised after the window in point 1.

4. When a returned parcel reaches us

Every parcel that comes back is opened in front of a camera, the same way every order is packed in front of one. That recording is kept for 30 days and you can ask for it, along with the packing recording of the same order. Between those two recordings it is usually clear what left our floor and what came back.

If the goods come back in resaleable condition, their value is refunded to you under point 2. Where only part of an order comes back, the return charge is worked out on the weight of what actually travels back, not on the whole original parcel.

If the goods come back worn, washed, stained, with tags removed, or the parcel holds a different item or fewer pieces than were sent, no refund is due. Those goods stay with us for 30 days. Within that time you can ask us to send them back to you and the courier cost for that is yours. After 30 days we are free to dispose of them.

5. How a claim moves

1. Write to us with the order number, photographs and the unboxing video.
2. We check it against our packing recording, usually within two working days.
3. If the claim is accepted, we ship a replacement or refund. If it is not, we tell you plainly why and share the packing recording.

Please do not ask your buyer to send goods back to any address before we confirm the claim in writing.

6. Refunds

Orders are paid online by UPI, card, netbanking or wallet, or by a direct transfer we confirm by hand. An approved refund goes back the same way the payment came in, to the dropshipper who placed and paid for the order. We are not able to pay a refund to your buyer directly, because our transaction is with you. Banks usually take five to seven working days to show a credit. Shipping already spent on an RTO parcel is not refunded.

7. Cancellations

An order can be cancelled and refunded in full at any time before it is packed. Once it is packed and handed to the courier it cannot be cancelled, and if it is refused at delivery it is treated as an RTO under point 2.

8. Your buyer's return policy

You decide what you offer your own buyer. Anything you offer beyond this page, such as a free return or a longer window, is at your cost and is not passed on to us.