Last updated: [DD Month YYYY]
At Angrakh, we want you to feel confident about your purchase. This policy explains when you can request a return, exchange or refund, the applicable charges and how we handle your request.
This policy applies to purchases made directly through [Angrakh website URL], operated by [Full legal name of business or proprietor].
1. Return and Exchange Window
You may request a voluntary return or size exchange within 7 calendar days of receiving your product.
A voluntary request includes changing your mind or selecting a size that does not fit.
The seven-day period is the deadline for submitting your request. Your return parcel does not need to reach us within those seven days.
For orders delivered in separate shipments, the period begins when you receive the relevant item.
This voluntary-return window does not automatically limit remedies for defective, damaged, incorrect or materially misdescribed products.
2. Conditions for Voluntary Returns
For a change-of-mind return or voluntary size exchange, the product should:
- Be unworn, except for a reasonable fitting check.
- Be unwashed and unaltered.
- Have its original tags and included accessories.
- Be free from customer-caused damage, stains or noticeable odours.
- Be returned with all included pieces where purchased as a set.
Please use the original packaging where available, or suitable protective packaging.
A reasonable fitting check does not make an item ineligible. These conditions do not automatically prevent a genuine defect claim where an issue becomes apparent during normal use.
Discounted kurtis follow the same voluntary-return conditions as full-price kurtis.
3. Return and Exchange Charges
| Type of request | Charge |
|---|---|
| Voluntary return for a refund | ₹99 per approved return shipment |
| First voluntary size exchange per order | Free reverse pickup and replacement delivery |
| Subsequent voluntary size exchange on the same order | ₹99 per shipment, covering reverse pickup and replacement delivery |
| Accepted claim for a defective, damaged, incorrect or materially misdescribed item | No return or replacement shipping charge |
The ₹99 voluntary-return charge is deducted transparently from the refund. There is no separate restocking fee.
Where several approved items are returned together in one shipment, the return-shipment charge applies once to that shipment.
For a voluntary return, the original delivery charge, if paid, is not refunded after the delivery service has been performed. An order that originally qualified for free shipping will not be charged outward shipping retrospectively because of a return.
4. Defective, Damaged, Incorrect or Missing Items
Please contact us promptly if:
- Your product arrives damaged.
- You receive an incorrect product, colour or size.
- A paid item or included component is missing.
- The product has a defect.
- The product materially differs from its description.
Reporting visible issues within 48 hours of delivery helps us investigate promptly. However, this is not an automatic deadline after which a genuine claim becomes invalid.
Provide your order number, a description of the problem and any available photographs.
An unboxing video is not mandatory. We will consider reasonable evidence appropriate to the issue.
For an accepted claim, we will arrange an appropriate refund or agreed replacement and bear reasonable return costs. We will not impose store credit instead of a refund that is due.
References to craftsmanship, screen-colour differences or garment care do not excuse genuine defects or material misdescription.
5. How to Submit a Request
Contact [Customer support email] or [Customer support telephone/WhatsApp number] with:
- Your order number.
- The name used for the order.
- The product you wish to return or exchange.
- Your preferred outcome: return and refund, size exchange or replacement.
- The reason for your request and relevant photographs, where applicable.
We will acknowledge your request within 48 hours and explain the next steps.
Please obtain return instructions before sending a parcel so it can reach the correct location and be matched to your request.
6. Reverse Pickup and Self-Shipping
Where available, we arrange reverse pickup from your delivery address.
Please pack the approved item securely and make it available within 7 calendar days after return approval. Keep the pickup acknowledgement where one is provided.
Courier delays or failed collections outside your control will not invalidate an otherwise timely request.
If reverse pickup is unavailable, we will agree on a self-shipping arrangement before you send the parcel. Use the agreed delivery method and retain the receipt and tracking details.
We reimburse agreed reasonable self-shipping postage under this arrangement. Any applicable ₹99 voluntary-return charge is applied once only.
If a parcel is lost after handover to our arranged courier, contact us with the pickup record. We will investigate with the courier and provide an appropriate resolution.
7. Inspection and Return Decisions
We inspect returned products and communicate our decision within 3 business days of receipt.
We check that the returned item matches the order and assess its condition against the reason for the request.
If a return is declined, we will explain the reasons and relevant findings. You may provide additional information or ask our Grievance Officer to review the decision.
A product will not be treated as ineligible merely because a defect claim involves normal use, missing packaging or the absence of an unboxing video.
If an item cannot be accepted, we will contact you about its return and explain any applicable delivery arrangement before charging you.
8. Size Exchanges and Replacements
Size exchanges depend on stock availability.
An approved replacement is dispatched within 2 business days after the returned item passes inspection, followed by the usual estimated delivery period of 3–7 business days.
If the requested size is unavailable, you may choose an agreed alternative or receive a refund of the returned item’s paid price. We will not charge the ₹99 voluntary-return fee solely because we cannot fulfil an approved size exchange.
Any price difference for an agreed alternative will be explained before it is processed. Additional payment requires your agreement, and any amount due back to you will be refunded.
Further voluntary size-exchange requests must be raised within 7 calendar days of receiving the replacement and are subject to the charges above.
A problem with a replacement supplied by us will be assessed separately from a voluntary preference change.
9. Refund Amount
Refunds are calculated using the actual amount paid for the returned product after discounts.
For a voluntary return, the refund may exclude only:
- The disclosed ₹99 return-shipment charge.
- The original delivery charge, if paid and the delivery service has been performed.
We do not separately deduct payment-gateway fees or restocking fees.
For an accepted full-order return caused by a defect, damage, incorrect supply or material misdescription, the refund includes the original delivery charge and any approved return postage.
For a partial-order claim, the refund covers the affected goods and associated charges as appropriate.
Where discounts apply to multiple items, they are allocated fairly when calculating a partial refund. We do not retrospectively reprice retained items or impose undisclosed deductions.
10. Refund Method and Timelines
| Stage | Timeline |
|---|---|
| Inspection and decision | Within 3 business days of receiving the returned item |
| Initiation of an approved refund | Within 5 business days of approval |
| Credit by the bank or payment provider | May take a further 5–7 business days after initiation |
Return transit time is separate from these processing stages.
Prepaid refunds are returned to the original payment method wherever technically possible.
For cash-on-delivery orders, refunds are made to a verified bank account or UPI ID through our agreed support process. Store credit is available only if you choose it.
We never require your OTP, card PIN, CVV, UPI PIN or internet-banking password to issue a refund.
For this policy, business days are Monday to Saturday, excluding public holidays.
11. Refund Not Received
If the stated credit period has passed:
- Check the original payment account.
- Review the refund confirmation and reference provided.
- Contact us with your order number and refund reference.
We will investigate with the payment provider and update you. You do not need to share sensitive payment credentials.
12. Cancellations and Consumer Rights
Requests received before courier handover are handled under our separate Cancellation Policy.
This policy does not exclude any non-waivable consumer right or remedy. A genuine complaint will not be rejected solely because you previously returned another order.
Policy updates apply prospectively and will not retrospectively remove an entitlement attached to an existing order.
13. Contact and Escalation
For returns, exchanges or refunds:
Brand: Angrakh
Legal business name: [Full legal name of business or proprietor]
Customer support email: [Customer support email]
Telephone/WhatsApp: [Customer support number]
Business address: [Complete business address, city, state and PIN code]
Support hours: Monday–Saturday, 10:00 AM–6:00 PM IST, excluding public holidays.
If your concern remains unresolved, contact:
Grievance Officer: [Full name]
Grievance email: [Grievance email address]
Grievance telephone: [Grievance telephone number]
Our grievance-handling commitments are set out in our Grievance Redressal Policy.