Return & Exchange Policy
Returns & Exchanges Made Simple — Because Your Satisfaction Is Non-Negotiable
At Roohani, every piece is crafted with intention — for the soul, for the moment, for you. But we understand that sometimes a size doesn't fit the way you imagined, or a colour looks different on screen than in your hands. That's okay. We've made our return and exchange process as easy and transparent as possible, so you can shop with complete confidence every single time.
1. RETURN & EXCHANGE WINDOW
: How Long Do You Have to Return or Exchange?
You have 7 days from the date of delivery to initiate a return or exchange. The clock starts the moment your courier tracking confirms delivery. After 7 days, we're unable to accept requests — so please inspect your order as soon as it arrives. The only exception is manufacturing defects, which are handled separately under our Defect Policy below.
📦 Tip: Open your package on delivery day. A quick check saves time.
2. RETURN CONDITIONS
: What Condition Must the Product Be In?
To keep things fair for everyone, returned items must meet all of the following:
✅ Unused & unwashed — Original condition only
✅ Tags & labels intact — All original tags must be attached
✅ No damage or stains — No tears, alterations, odour, or signs of wear
✅ Original packaging — Return in original packaging where possible
We inspect every return carefully. Products that don't meet these conditions will be rejected and sent back to you.
3. ITEMS WE CANNOT ACCEPT BACK
H2: Non-Returnable Items at Roohani
Certain products are excluded from our return and exchange policy for hygiene or customisation reasons:
❌ Custom/made-to-order pieces (personalised embroidery, altered sizing, custom colours)
❌ Innerwear, intimates, and shapewear
❌ Sale, clearance, or "Final Sale" items
❌ Gift cards and store credit
❌ Products damaged through misuse, improper washing, or alterations
❌ Orders placed through third-party platforms (please contact that platform directly)
❌ International orders — change-of-mind returns not accepted; defect returns handled case-by-case
Not sure if your item qualifies? Email us at hello@shoproohani.com before raising a request.
4. HOW TO INITIATE A RETURN OR EXCHANGE
: Step-by-Step Return Process
We've kept it simple — no complicated portals, no long wait times.
Step 1 — Contact us within 7 days of delivery 📧 Email: hello@shoproohani.com 💬 WhatsApp: +91 7307909343
Share your: Order number · Product name or SKU · Reason for return · Photos (if the item is damaged or incorrect)
Step 2 — Our team reviews your request within 24–48 hours.
Step 3 — If approved, we send you return instructions, the shipping address, and pickup details (if applicable).
Step 4 — Pack securely and dispatch.
Step 5 — We inspect the item and process your refund or exchange within 2–3 business days of receipt.
5. RETURN SHIPPING CHARGES
: Who Pays for Return Shipping?
Defective or wrong item sent by us? → We arrange a free reverse pickup or reimburse your shipping cost if you self-ship.
Returning due to personal preference, size issue, or change of mind? → Return shipping is at your cost. You can self-ship to our return address (use a tracked courier), or request a pickup for ₹99–₹150 (deducted from your refund).
Original shipping charges are non-refundable for preference-based returns.
6. EXCHANGES — SIZE, COLOUR & STYLE
: How Do Exchanges Work at Roohani?
We offer exchanges for size, colour, or style — subject to availability. Here's how it works:
Once your exchange request is approved, send back the original product. We dispatch the replacement as soon as we receive and inspect the return. If your requested size or colour is out of stock, we'll offer you store credit (valid 6 months) or a full refund.
| Reason for Exchange | Return Shipping | Forward Shipping |
|---|---|---|
| Defect / Wrong item sent by us | FREE | FREE |
| Size / colour preference (your choice) | Customer pays | We cover it |
7. INSPECTION & APPROVAL
: What Happens After We Receive Your Return?
Our quality team inspects every returned item within 2–3 business days. If the product is in original condition — unused, unwashed, tags attached — we approve the return and process your refund or exchange immediately.
If the item shows signs of use, damage, washing, or missing tags, we reserve the right to reject the return and ship the product back to you (return shipping at your cost).
8. REFUNDS — TIMELINE & AMOUNT
: When Will You Get Your Refund?
Once approved, refunds are processed within 3–5 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
What you get back:
- Full product price + shipping → if the error was ours (wrong item / defect)
- Product price minus shipping charges → for preference-based returns
- Instant store credit → available on request, no bank wait time
Haven't received your refund after 10 business days? Write to us at hello@shoproohani.com.
9. DEFECTIVE OR DAMAGED PRODUCTS
: Received a Defective Item? Here's What to Do
Please do NOT wash or use the item. Contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the defect
- A brief description of the issue
We'll resolve it with a free replacement, full refund (including shipping), or store credit with a goodwill bonus — your choice.
Manufacturing defects we cover: Broken zippers or buttons · Stitching failures or unravelling seams · Fabric tears or holes (not caused by wear) · Colour bleeding on first wash (when care instructions were followed) · Misaligned prints or embroidery
Not covered as defects: Minor thread variations in handcrafted pieces · Slight colour differences due to screen settings · Shrinkage or fading if care instructions were ignored · Damage from misuse or unauthorised alterations
10. WRONG PRODUCT RECEIVED
: Received the Wrong Item?
Contact us immediately at hello@shoproohani.com. We'll arrange a free pickup of the wrong product and ship your correct item at no cost — or offer a full refund including shipping.
11. MISSING ITEMS
: Something Missing from Your Order?
Contact us within 48 hours of delivery with your order number. We'll verify with our packing team and either ship the missing item at no extra cost or refund its value.
12. UNDELIVERED / RETURNED-TO-ORIGIN ORDERS
: Order Returned Due to Failed Delivery?
If your order came back to us due to an incorrect address, non-availability, or refusal to accept, you can request re-shipment (shipping charges apply) or a refund of the order value minus original shipping and an RTO handling fee of ₹100–₹200.
13. STORE CREDIT — THE FASTER OPTION
: Want Instant Store Credit Instead?
Skip the bank wait. Choose store credit and receive:
- Instant credit to your Roohani account
- Valid for 6 months from issue date
- Usable on any product
- Possible goodwill bonus of 5–10% as a thank-you
Just mention "store credit" when you raise your return request.
14. INTERNATIONAL ORDERS
: Return Policy for International Orders
We accept returns from international customers only in cases of defects or wrong items. Return shipping is the customer's responsibility. Customs duties and taxes paid are non-refundable. For personal preference returns, international orders are not eligible — we strongly recommend checking size guides and product descriptions before ordering.
15. ORDER CANCELLATIONS
: Can You Cancel Before Dispatch?
Yes — contact us immediately at hello@shoproohani.com or WhatsApp before your order is packed. We'll cancel and issue a full refund within 5–7 business days. Once packed or dispatched, cancellation is not possible — but you can initiate a return after delivery.
16. FINAL DECISION
Roohani reserves the right to make the final call on all return, exchange, and refund requests. We aim to be fair and solution-driven in every case, but we will decline requests that fall outside this policy, involve misuse or fraudulent claims, or are raised after the 7-day return window (unless a genuine manufacturing defect is involved).
📞 CONTACT & RETURN ADDRESS
H2: Get in Touch
📧 Email: hello@shoproohani.com 💬 WhatsApp: +91 XXXXX XXXXX 🕐 Support Hours: Monday–Saturday, 10 AM – 7 PM IST
Return Address: Chuiya Purwa, Near Jankipram Sec-H, Lucknow – 226021, Uttar Pradesh, India