Return & Refund Policy

Effective Date: 24 September 2026

At VastraMarts, we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or materially different from what was ordered, you may request a return or replacement subject to the conditions below.

This policy should be read together with our Terms & Conditions and Privacy Policy. India's Consumer Protection (E-Commerce) Rules, 2020 apply to e-commerce sales and include requirements concerning returns/refunds in specified circumstances. Consumer Affairs

1. Return Eligibility

A return request may be accepted in the following situations:

• Wrong product received
• Damaged product received
• Manufacturing defect
• Product is materially different from the description/order
• Missing item from the package
• Incorrect size, where the product is specifically eligible for size exchange/return

The product must generally be:

• Unused
• Unwashed
• Unworn
• In original condition
• With original tags and packaging intact
• Free from stains, perfume, makeup or other damage

2. Return Request Period

Customers must raise a return or replacement request within 7 days of delivery.

The request can be submitted through the website's order/return section or by contacting VastraMarts customer support.

For international orders, the return request period is also 7 days from the date of delivery, unless otherwise stated on the product page.

3. Unboxing Video Recommended

For damaged, incorrect or missing products, customers are strongly advised to record an unboxing video from the time the package is unopened until the product is fully inspected.

Photographs of:

• Outer package
• Shipping label
• Product
• Damage/defect
• Invoice/order details

may also be requested.

An unboxing video may assist us in investigating the claim, but the absence of a video does not by itself determine whether a valid consumer claim can be considered.

4. Products That May Not Be Returnable

For hygiene, safety or product-specific reasons, certain products may not be eligible for return or exchange.

These may include:

• Innerwear
• Certain intimate apparel
• Used or washed clothing
• Products marked "Non-Returnable"
• Products damaged after delivery due to customer handling
• Products altered, stitched, dyed or modified by the customer
• Products without original tags/packaging where those are required for return

The applicable return eligibility will be displayed on the relevant product page wherever applicable.

5. Sarees, Kurtis & Clothing

For eligible clothing products:

• Do not wash before requesting a return.
• Do not remove product tags.
• Do not use perfume, makeup or other substances on the product.
• Keep the original packaging until the return decision is completed.

Minor variations in colour, print, weave, texture or pattern may occur because of manufacturing processes and screen/display differences and may not necessarily constitute a defect.

6. Size Exchange

Where size exchange is available, customers may request an exchange within the applicable return period.

Exchange is subject to:

• Product availability
• Product condition
• Size availability
• Product-specific exchange rules

If the requested size is unavailable, VastraMarts may offer an alternative remedy where applicable.

7. Wrong Product

If you receive a product different from the product ordered, please contact us within 7 days of delivery.

After verification, VastraMarts may arrange:

• Replacement with the correct product; or
• Refund, where replacement is not available.

8. Damaged or Defective Product

If your product arrives damaged or has a manufacturing defect, please report it within 7 days of delivery.

We may request photographs, videos and other information to verify the issue.

If the claim is approved, VastraMarts may provide:

• Replacement; or
• Refund; or
• Another appropriate remedy, depending on the circumstances.

9. Return Shipping Charges

For an approved return caused by:

• Wrong product supplied by VastraMarts
• Damaged product received
• Manufacturing defect
• Missing product/item
• Material mismatch with the order

VastraMarts may arrange or bear the applicable return shipping cost, subject to verification.

For customer-initiated returns such as change of mind, incorrect size selection or other reasons not attributable to VastraMarts, return shipping charges may apply where such return is offered.

The applicable return-shipping terms will be communicated during the return process.

10. International Returns

International returns are subject to additional conditions.

The customer may be responsible for:

• Return international shipping charges
• Customs duties
• Import/export charges
• Brokerage fees
• Taxes
• Other charges imposed by the destination or transit country

Unless otherwise specifically stated by VastraMarts, international shipping charges paid on the original order may not be refundable for a customer-initiated return.

For products that are defective, damaged or incorrectly supplied by VastraMarts, we will review the circumstances and determine the appropriate remedy in accordance with applicable law and the specific order.

11. Customs Charges on International Returns

Customs duties, taxes and import charges paid by the customer to the destination-country authorities may not be recoverable by VastraMarts and therefore may not be included in the refund.

Customers should check their country's import and return requirements before placing an international order.

12. Refunds

Once a return is received and inspected, VastraMarts will notify the customer whether the return has been approved.

If approved, the eligible refund will be processed through the applicable payment method or another permitted refund method.

The refund amount may exclude non-refundable charges where permitted and where those charges are not attributable to an error or defect on the part of VastraMarts.

13. Refund Processing Time

After approval, refunds will normally be initiated within 5–7 business days.

The actual time taken for the money to appear in the customer's account may depend on the payment gateway, bank or financial institution.

14. Cancellation Before Shipment

Customers may request cancellation before an order has been dispatched.

If cancellation is accepted, the eligible amount will be refunded through the applicable payment method.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

15. COD Orders

For Cash on Delivery orders, refunds cannot be made in cash by the delivery person.

Eligible refunds for COD orders may be processed through an appropriate bank account, UPI or another refund method requested by VastraMarts.

Customers may be required to provide accurate payment details.

16. Products Damaged After Delivery

VastraMarts may reject a return where the product has been damaged after delivery due to:

• Improper washing
• Improper ironing
• Staining
• Alteration
• Physical damage
• Incorrect use
• Normal wear and tear
• Customer negligence

17. Return Inspection

All returned products may be inspected before approval.

A return may be rejected if the product:

• Has been used or washed
• Has been damaged after delivery
• Has missing tags
• Has missing accessories
• Is materially different from the condition in which it was delivered
• Shows signs of alteration or misuse

18. Refund for Unavailable Replacement

If a replacement is approved but the same product is unavailable, VastraMarts may provide an eligible refund instead of replacement.

19. Promotional Products

Products purchased under special promotions, clearance sales or limited-time offers may have different return or exchange conditions.

The applicable conditions will be displayed on the product page or at checkout.

20. Return Procedure

To request a return:

Step 1: Log in to your VastraMarts account.

Step 2: Open My Orders.

Step 3: Select the relevant order.

Step 4: Click Return / Replacement Request.

Step 5: Select the reason for return.

Step 6: Upload photographs/videos if requested.

Step 7: Submit the request.

Our team will review the request and provide further instructions.

21. Customer Support

For return, replacement or refund assistance:

VastraMarts
Website: www.vastramarts.com
Email: support@vastramarts.com

22. Important Note

Nothing in this Return & Refund Policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded or restricted under applicable law.

VastraMarts may update this policy from time to time. The latest version published on the website will apply to orders placed after the effective date.