At Rakhi Fashion Pvt Ltd, your shopping satisfaction is our top priority. We maintain strict quality checks to ensure all products arrive in pristine condition. However, if an unforeseen issue arises, our refund and replacement policy outlines the clear steps, eligibility guidelines, and operational terms for resolution.

1. Product Eligibility Guidelines

A. Stitched & Customized Apparel

• Strictly Non-Returnable & Non-Refundable: Stitched or customized items made to buyer measurements are strictly non-refundable, non-returnable, 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 refunded under any circumstances.

B. Unstitched Dress Materials

• Exchange Only: Unstitched dress materials are eligible for exchange only. Standard monetary refunds (cash, card, net banking, or UPI) are not permitted unless there is a verified manufacturing defect, damage during transit, or an incorrect item delivery due to our error.
• Exclusions: Refunds or exchanges are not permitted for personal color preferences, personal tastes, 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 promotional discount codes 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. Defective, Damaged, or Incorrect Items Received

If you receive a product with a genuine manufacturing defect, transit damage, or an incorrect item, the following process applies:

• 24-Hour Notice Window: You must report the issue to our support team within 24 hours of package delivery. Requests submitted after 24 hours will not be entertained.
• Mandatory Unpacking Video: To verify genuine quality/manufacturing defects or missing items, customers must provide an uninterrupted, unedited package opening/unpacking video (showing the original sealed parcel being opened for the first time) via email or WhatsApp.
• Product & Tag Verification:
  • Intact Tags & Seals: The product brand tag and security seal must remain completely intact, unbroken, and attached. Any item with a broken, cut, or tampered tag/seal will be strictly rejected.
  • The product must be unused, unwashed, unstained, scent-free, and in untampered original condition.
• One-Time Request Limit: A return or exchange request will be accepted only once per order. Exchanged items cannot be re-exchanged.

3. Resolution Options & Processing Timelines

Once your returned parcel reaches our Surat warehouse and passes physical inspection, the following resolution options apply:

1. Free Replacement / Express Dispatch: We will express-ship a replacement item at no additional shipping cost. Replacements are dispatched within 7–14 working days, subject to stock availability.
2. Alternative Exchange: If the original item is out of stock, you may select an alternative item of equal value.
3. Store Credit / Refund: If we are unable to fulfill a replacement or suitable alternative due to a verified fulfillment error on our part, a refund will be processed as non-expiring store credit (or credited back to your original payment method) within 7–10 business days after warehouse inspection.

4. Return Verification & Shipping Terms

• 7-Day Return Timeline: Once our admin team confirms and approves your return/exchange request in writing, the product must reach our official address within 7 business days.
• Unapproved Returns: Do not ship any item back without prior written confirmation and approval from our team. Unapproved shipments will be rejected at our warehouse.
• Parcel Labeling: Return parcels must be clearly labeled as: "Defective Items for Return – Not for Sale".
• Shipping Cost Responsibility: If the return is due to our fulfillment error (damaged 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. Parcel Acceptance & Courier Guidelines

• Inspect Package at Delivery: If the outer delivery box or flyer appears heavily damaged, wet, torn, or tampered with upon arrival, please refuse delivery or explicitly write "Delivered Damaged / Tampered" on the courier delivery receipt (Proof of Delivery - POD).
• Immediate Notification: Notify both the local courier office and our support team within 24 hours of any delivery discrepancy.

6. Color & Handwork Disclaimers

A. Color & Screen Variations

• Product specifications (weight, color, handwork details) are approximate values.
• Minor variations in shade may occur due to fabric dyes, weather conditions during dyeing, digital photography lighting, and differences in individual monitor/screen displays.
• Color Tendencies: Bright tones like red, maroon, orange, green, blue, off-white, and cream can reflect slightly different shades in photographs than in real life. These natural variations do not qualify as defects or grounds for return.

B. Beads & Sequins Details

• Garments with sequins, embroidery, or beaded embellishments may shed loose pieces during transit, customs checking, or handling. This is a natural occurrence for handcrafted embellished apparel and is not considered a defect or manufacturing flaw.

7. Customer Support Contact

To report an issue, share your unpacking video, or initiate an exchange inquiry: