At Rakhi Fashion Pvt Ltd, we strive to ensure you have the best experience when purchasing your favorite Indian ethnic wear. Please read our complete policy below regarding order cancellations, returns, exchanges, product eligibility, and operational terms.

1. Product Eligibility Guidelines

A. Stitched & Customized Products

• Strictly Non-Returnable & Non-Refundable: Stitched or customized outfits made according to buyer measurement requests are strictly non-returnable, non-refundable, and non-exchangeable under any circumstances, as dedicated tailoring resources are committed to each piece.
• Altered Fabrics: Any fabric or dress material that has been partially or fully stitched, cut, or modified by the customer or a third party cannot be returned or exchanged.

B. Unstitched Dress Materials

• Exchange Only: Unstitched dress materials are eligible for exchange only. We do not offer cash, card, bank, or gateway refunds for unstitched items, unless there is a confirmed manufacturing defect, transit damage, or incorrect delivery due to our error.
• Exclusions: Exchanges or returns are not permitted for personal colour preferences, minor colour variations (due to digital photography, studio lighting, or monitor settings), or a simple change of mind.

C. Sale & Discounted Items (Final Sale)

• Final Sale: All products purchased at a sale price, clearance deal, festive offer, or using a promotional discount code are considered strictly final sale and are not eligible for return, exchange, or refund, unless delivered in a verified damaged or manufacturing defective state.

2. Order Cancellation (Before Shipment)

A. Cancellation Within 24 Hours

• You may request an order cancellation within 24 hours of placing it, provided the item has not been dispatched or entered tailoring processing.
• Option 1 (100% Store Credit): Receive a 100% refund in the form of non-expiring store credit.
• Option 2 (Original Payment Method Refund): If a refund back to your original payment method (card, bank account, UPI, gateway) is requested, a 10% payment gateway processing & administrative fee will be deducted from the total refund amount.

B. Cancellation After 24 Hours

• Orders cancelled after 24 hours are handled on a case-by-case basis by customer service, provided the item has not entered stitching/ customization or generated a courier shipping label.
• Any approved cancellation after 24 hours will be issued only as store credit.
• In-Process Orders: If customization/stitching has commenced or shipment tracking details have been generated, the order cannot be cancelled.

C. Order Cancellation by Rakhi Fashion Pvt Ltd

We reserve the right to cancel or refuse any order at our sole discretion due to pricing inaccuracies, typographical errors, stock calculation glitches, incomplete shipping addresses, or suspected fraudulent activity.

3. Post-Delivery Issues & Reporting Requirements

If you receive an unstitched product you wish to exchange, or if you receive an item that is damaged, defective, or incorrect, please follow these verification steps:

• 24-Hour Notice Window: You must inform our support team within 24 hours of package delivery. Requests initiated after 24 hours will not be entertained.
• Mandatory Opening Video: To verify genuine quality issues, defects, transit damages, or missing/incorrect items, customers must share an uninterrupted, unedited package opening/unpacking video showing the original parcel seal being opened for the first time, along with clear visuals of the issue.
• Intact Tags & Seals: The original product brand tag and seal must remain unbroken, undamaged, and attached. If the tag or seal is broken, tampered with, or cut, no exchange or refund will apply.
• Condition: Products must be unused, unwashed, unworn, unstained, scent-free, untampered with, and returned in their original packaging.
• One-Time Request Limit: A return or exchange request will be accepted only once per order. Exchanged items cannot be re-exchanged.

4. How to Return Approved Items & Processing Timelines

1. Obtain Admin Confirmation: Contact our team via email or WhatsApp within 24 hours of delivery. Do not ship any item back until you receive an official return/exchange confirmation email from us. Unauthorized returns will be rejected at our warehouse.
2. Return Timeline: Approved items must reach our warehouse address within 7 business days after receiving written confirmation.
3. Packaging & Labeling:
   • Retain all original packaging materials.
   • Mark the parcel clearly as: "Defective Items for Return – Not for Sale".
   • Return via a trusted trackable postal or courier service as directed in your confirmation email.
4. Return Shipping Costs:
   • If the error is ours (damaged product, manufacturing defect, or wrong item sent), we will reimburse standard return courier charges.
   • For standard exchanges on unstitched dress materials, return courier and re-dispatch fees are the customer's responsibility.
5. Resolution Timelines:
   • Store Credit Processing: Approved store credits will be credited within 7–10 business days following physical inspection at our warehouse.
   • Exchange Dispatch Timeline: Replacement items for approved exchanges will be processed and dispatched within 7–14 working days, subject to stock availability.

5. Order Delays, Failed Deliveries & Missing Information

• Processing Delays: If an item becomes unavailable due to stock issues, we will email you to offer an equivalent store credit or a refund (minus payment processing charges if applicable).
• Missing Order Details: If critical information (address, measurements, phone number) is missing at checkout, you must update us within 24 hours. If we receive no response after 7 days of reaching out, a non-refundable store credit will be issued for future use.
• Failed Deliveries & Address Errors: If a delivery fails or is delayed due to customer error (incorrect address, missing ZIP code, or recipient unavailable), additional re-delivery costs charged by the courier agency will be payable by the customer.

6. Official Customer Support Contact

To report an exchange request, defect, or to send your unpacking video: