Exchange Policy

Please note that making a purchase indicates that you have acknowledged, understood, and agreed to adhere to the following terms and conditions:

For every order placed, there is a carbon footprint attached to its delivery. We are an environmentally-conscious company. While we understand you would like to exchange, return or cancel a certain order, we urge you to contact our style & fit expert before placing your order to help you have a hassle free experience.

Cancellation Policy:

We offer a 24 hours window for you to inform us regarding any cancellations. After 24 hours any prepaid orders would not be considered canceled and a refund would not be issued for the same. However, store credits will be added to your account that can be redeemed by you against any of your future purchases.

For C.O.D orders, we would be discontinuing the Cash On Delivery service for customers who placed an order and canceled it after 24 hours. We take each step to minimise our carbon footprint and in no way mean to bar you from certain facilities. However, you would still be able to place orders and pay via any of the alternate methods.

For International Orders: You can cancel your orders within 24 hours of the order placement. Your card amount will be refunded to your card account.

For Custom-Made Orders: For all custom orders, the cancellation window of your order would be 12 hours. Since custom orders normally take more time & demand bespoke stitching, we will not be able to cancel/ return/ exchange your order.

NOTE: We are only offering an exchange on your orders and not entertaining any returns. This is to keep our momentum going and boost the morale of our adversely hit kaarigars the novel Corona virus.

Exchange Policy:

Exchange Policy For Clothes: You can easily exchange our pieces with our 7-day exchange policy. In case you'd like to place an exchange request, click on the link below to create one.

For all orders placed during COVID times i.e. year 2020-2021, we are only offering exchange services.

Exchange Policy For Home: Products under the home category are only eligible for exchange, if:
a) You've received the wrong product
b) You've received a defected/ damaged product

Exchange Policy For Spa/ Bath/ Body/ Wellness: Products under spa/ bath/ body and wellness category cannot be exchanged or replaced until:
a) You've received a wrong product
b) You've received a defected/ damaged product

Exchange Policy For Designer Bags: Designer bags, potli bags, box clutches are made to order. Due to their intricate embroidery and a kaarigar's involvement, exchange/ return of these products is not possible.

Exchange Policy For Discounted Products: Anything bought on discount is only eligible for size exchange. Also, the requested exchange size would be subject to availability. We, under any circumstances, cannot promise that the requested size will be available.

Note: All custom made orders and orders placed during sale/ using discount coupons are non-returnable.

Exchange Process:
1. Click on the link below to create an exchange request.
2. On receiving your request for exchange, our team will create a reverse pickup for the product you have and dispatch your requested size.
3. Exchanged product is dispatched only when the product with you is picked.

PLEASE NOTE:

  • FREE Exchanges will be processed only once per order. Anything beyond that will be chargeable.
  • For any requests received after 7 days will not be entertained and no refund/ store credits would be issued against the same.

For International Orders: Please note, as of now, we do not offer return/ exchange services on orders that are received from outside of India. You can get in touch with our style & fit consultant before placing an order to receive the correct size & style according to your body type.

RAISE AN EXCHANGE REQUEST

Return Policy:

As a customer, you are entitled to a 100% refund against the product, should you wish to return it. However, in case the product returned is found to be spoilt, washed, damaged, worn or used, we will not be able to exchange or issue the refund/ store credits to you.

Returns:
Returns are acceptable within 7 days from the date of delivery of a product. In order to place a return request, click on the link below to create a return request.

Return Process:
1. Raise a return request within 7 days from the date of receiving the product.
2. Please ensure the product is packed with tags in the same condition as received.
3. If you are eligible for a return, we will email you the shipping details and create a reverse pickup.
4. Please note that we will issue 100% of the purchase amount as store credits, however, only after we receive the product and it undergoes quality checks.
6. Store Credits process might take up to 10-15 working days.
7. For cancelled prepaid orders returning to us, we would be issuing only store credits to the user.
8. For cancelled COD orders returning to us, we would discontinue your COD service. However, you'd be eligible to pay via any of the other payment methods.

PLEASE NOTE:

  • All customised orders will be non returnable/ exchangeable
  • We will not be taking any return requests for pieces sold in sale/ purchased using a discount code.
  • Our team might take up to 24 hours to get back to you on your return request. We try our best to keep our customers posted on their concerned matters and escalate and resolve queries as soon as possible. However, some times the process might take longer than usual as the process involves multiple steps.
  • Anything bought on discount is not eligible for return.

RAISE A RETURN REQUEST

For any other concerns, queries or doubts, related to your orders please write to us at orders@thesvaya.com. Please mention your order id in the subject line.