Return & Exchange Policy

We want you to love what you wear.

If something doesn't feel right, we're here to help. Here's our complete return and exchange policy.

1. Return & Exchange Window

You can initiate a return or exchange within 7 days of delivery.

The 7-day period starts from the date of delivery (as per courier tracking).

After 7 days, we cannot accept returns or exchanges (except for manufacturing defects — see Section 9).

2. Conditions for Returns & Exchanges

To be eligible for a return or exchange, the product must meet ALL of the following conditions:

✅ Unused & unwashed — Product must be in original condition
✅ Tags intact — All original tags, labels, and packaging must be attached
✅ No damage — No stains, tears, alterations, or signs of wear
✅ No odor — Products must not carry perfume, smoke, or body odor
✅ Original packaging — Product should be returned in the original packaging (if possible)

We reserve the right to reject returns that do not meet these conditions.

3. Non-Returnable & Non-Exchangeable Items

The following items CANNOT be returned or exchanged:

❌ Custom/Made-to-Order products (personalized embroidery, altered sizing, custom colors)
❌ Innerwear, intimates, shapewear (for hygiene reasons)
❌ Sale items, clearance items, or products marked "Final Sale"
❌ Gift cards, store credit
❌ Products damaged due to misuse, washing, or alterations
❌ Products purchased from third-party sellers or marketplaces (returns must be initiated with the respective platform)
❌ International orders (exchanges/returns may be considered on a case-by-case basis; return shipping is customer's responsibility)

If you're unsure whether your product is eligible, contact us before initiating a return.

4. How to Initiate a Return or Exchange

Step 1: Contact us within 7 days of delivery
Email: hello@shoproohani.com
WhatsApp: [+91 XXXXX XXXXX]

Provide:

  • Order number
  • Product name/SKU
  • Reason for return/exchange
  • Photos (if applicable)

Step 2: Our team will review your request within 24–48 hours

Step 3: If approved, we will provide:

  • Return instructions
  • Return shipping address
  • Pickup request (if applicable) OR self-ship details

Step 4: Pack the product securely and ship it to us

Step 5: Once we receive and inspect the product, we will process your refund or exchange

5. Return Shipping

5.1 Defective / Wrong Product Sent by Us

If we sent the wrong product or there's a manufacturing defect:

  • We will arrange FREE reverse pickup
  • OR reimburse your return shipping costs (if you self-ship)

5.2 Change of Mind / Size Issue / Didn't Like It

If you want to return for any other reason:

  • Return shipping charges are borne by you
  • You can either:
    • Self-ship to our return address (use a reliable courier with tracking)
    • Request a pickup (pickup charges will be deducted from your refund: ₹99–₹150 depending on location)

Return shipping charges are non-refundable.

6. Exchanges

We offer exchanges for:

  • Size issues (subject to availability)
  • Color preference (subject to availability)
  • Style swap (exchange for a different product of equal or lesser value)

How Exchanges Work:

Step 1: Initiate exchange request (same process as returns)

Step 2: We will check stock availability

Step 3: If available:

  • Return the original product
  • We will ship the replacement once we receive and inspect the returned item

Step 4: If unavailable:

  • We will offer store credit or a refund

Exchange Shipping Charges:

Scenario Shipping Cost
Defect or wrong product sent by us FREE (both ways)
Size/preference exchange (customer's choice) Customer pays return shipping; we cover forward shipping for the new item

Exchanges are subject to stock availability.
If the requested size/color/product is out of stock, we will offer:

  • Store credit (valid for 6 months)
  • Refund to original payment method

7. Inspection & Approval

Once we receive your returned product:

  • Our quality team will inspect it within 2–3 business days
  • If the product passes inspection (unused, tags intact, no damage), we will approve the return/exchange
  • If the product fails inspection (used, damaged, washed, missing tags), we will:
    • Reject the return and ship the product back to you (return shipping at your cost)
    • OR contact you to resolve the issue

We reserve the right to reject returns that do not meet our policy conditions.

8. Refund Process

Once your return is approved:

Refund will be processed within 7–10 business days to your original payment method:

  • Credit/Debit Card: 5–7 business days
  • UPI/Net Banking: 5–7 business days
  • Wallets: 3–5 business days

Refund Amount:

  • Full product price (if defect/wrong product from our side)
  • Product price minus shipping charges (if return due to customer preference)
  • Store credit option available (if you prefer instant credit for future purchases)

Shipping charges are non-refundable (except in case of defect or our error).

Note: Bank processing times may vary. If you don't receive your refund within 10 business days, please contact us.

9. Defective or Damaged Products

If you receive a defective or damaged product:

Step 1: Do NOT wash or use the product

Step 2: Contact us within 48 hours of delivery with:

  • Order number
  • Clear photos of the defect/damage
  • Description of the issue

Step 3: We will review and offer:

  • Replacement (free shipping both ways)
  • Full refund (including shipping charges)
  • Store credit with a bonus (if you prefer)

Manufacturing defects covered:

  • Broken zippers, buttons, or fastenings
  • Stitching issues, loose threads, unraveling seams
  • Fabric tears or holes (not caused by use)
  • Color bleeding or severe fading (on first wash, if care instructions followed)
  • Misaligned prints or embroidery errors

NOT covered as defects:

  • Minor thread variations (natural in handcrafted products)
  • Slight color variations (due to screen settings or artisan work)
  • Shrinkage or color fading (if care instructions not followed)
  • Damage due to misuse, washing, or alterations

10. Wrong Product Received

If we sent you the wrong item:

Contact us immediately at hello@shoproohani.com

We will:

  • Arrange free pickup of the wrong product
  • Ship the correct product at no additional cost
  • OR offer a full refund (including shipping)

11. Missing Items or Incomplete Orders

If any item is missing from your order:

Contact us within 48 hours of delivery with your order number.

We will:

  • Verify with our packing team
  • Ship the missing item at no extra cost
  • OR refund the missing item value

12. Returned Orders (RTO - Return to Origin)

If your order is returned to us by the courier due to:

  • Incorrect address
  • Unavailability
  • Refusal to accept

You can:

  • Request re-shipment (you pay shipping charges)
  • Request a refund (order value minus original shipping charges and RTO handling fee)

RTO handling fee: ₹100–₹200 (depending on product value)

13. Store Credit

Instead of a refund, you can opt for store credit:

  • Instant issuance (no waiting for bank processing)
  • Valid for 6 months
  • Can be used on any future purchase
  • Bonus: We may offer an additional 5–10% credit as a goodwill gesture

To request store credit, mention it in your return request.

14. International Returns

Returns from international orders are accepted only in case of defects or wrong products sent by us.

Return process:

  • Contact us within 7 days of delivery
  • Return shipping cost is borne by the customer
  • Refund will be processed after inspection
  • Customs duties and taxes are non-refundable

For change-of-mind returns, international customers are not eligible due to high return shipping costs.

We recommend checking size guides and product details carefully before ordering.

15. Cancellations (Before Dispatch)

If you want to cancel your order before it's dispatched:

Contact us immediately at hello@shoproohani.com or WhatsApp [+91 XXXXX XXXXX].

  • If the order has not been processed, we will cancel it and issue a full refund
  • If the order is already packed/dispatched, cancellation is not possible — you can initiate a return once delivered

Refund for cancellations: 5–7 business days

16. Force Majeure

We are not liable for delays in processing returns/exchanges due to circumstances beyond our control, including:

  • Natural disasters, pandemics
  • Government restrictions, lockdowns
  • Courier partner delays or failures
  • Strikes, civil unrest

17. Final Decision

Roohani reserves the right to make the final decision on all return, exchange, and refund requests.

We strive to be fair and accommodating, but we will reject requests that:

  • Violate this policy
  • Involve misuse or fraud
  • Are made after the 7-day window (except for genuine defects)

18. Contact Us

For return/exchange requests or questions:

Email: hello@shoproohani.com
WhatsApp: [+91 XXXXX XXXXX]
Customer Support Hours: Monday–Saturday, 10 AM – 7 PM IST

Return Address:
[Your Return/Warehouse Address]
[City, State, PIN]

Roohani — Crafted for the soul. Designed for life.