Refund policy

Refund, Return & Exchange Policy – Vastranand

Last Updated: August 2026

At Vastranand, customer trust and satisfaction are extremely important to us.

Every order is carefully checked, packed, and dispatched with care. If something does not go as expected, our Customer Support, Logistics, Warehouse, Quality Control, Accounts, and Escalation teams work together to provide the most appropriate resolution.

Our policy is designed to be:

Simple for genuine customers.
Fair to both the customer and Vastranand.
Transparent about charges and timelines.
Strict against misuse, product switching, false claims, or return abuse.

Please read this policy carefully before raising a return, exchange, or refund request.

1. Return & Exchange Request Window

Unless otherwise specifically mentioned for a product or category, an eligible return or exchange request must be raised within:

48 Hours of Delivery

The delivery date and time recorded by our authorised courier or logistics partner will normally be considered the official delivery timestamp.

Customers are strongly advised to inspect the product promptly after receiving the parcel.

Requests raised after the applicable period may not be accepted.

2. Official Return & Exchange Portal

All eligible return and exchange requests should preferably be initiated through the official Vastranand Return & Exchange Portal:

https://returns.vastranand.com/

The portal helps us properly record, verify, track, and process your request.

Customers may be required to provide:

Order ID
Registered Mobile Number
Registered Email Address
Product / Item
Reason for Return or Exchange
Product Photographs
Shipping Package Photograph
Shipping Label / AWB Photograph
Continuous Unboxing Video, where required
Other supporting information

Please ensure the information entered matches the details used while placing your order.

3. Customer Support & Escalation

If you:

Cannot submit the return portal
Experience a technical issue
Need help understanding eligibility
Have a reverse-pickup issue
Have not received an expected update
Need help after warehouse receipt
Have a refund concern
Need grievance escalation

please email:

contact@vastranand.in

Please include:

Order ID
Registered Mobile Number
Return / Exchange Request Number, if available
Short description of the issue
Relevant screenshots, photographs, or videos

Wherever possible, please continue communication on the same email thread so our team has access to the complete case history.

4. Social Media, WhatsApp & Phone Support

Our Instagram, Facebook, WhatsApp, and phone-support teams may guide customers regarding the return or exchange process.

However, formal return, exchange, refund, damaged-product, or grievance requests should be registered through:

https://returns.vastranand.com/

or, where assistance is required:

contact@vastranand.in

This helps us maintain proper records for:

Customer verification
Evidence
Logistics
Warehouse QC
Refund approvals
Escalations

A social-media comment, WhatsApp message, or telephone conversation alone may not constitute a formally registered return request.

5. How Vastranand Handles Your Request

Once a request is submitted, the case may move through the following workflow.

Step 1 – Request Submitted

Customer submits the request through:

https://returns.vastranand.com/

Step 2 – Initial Verification

Our team reviews:

Order details
Delivery date
Product ordered
Product selected for return
Return reason
Photographs/video
Courier information, where applicable

Step 3 – Case Classification

The request may be classified as:

Vastranand Responsibility Case

Examples:

Wrong product
Wrong size delivered
Materially damaged product
Manufacturing defect
Missing product
Missing quantity

Customer Preference Case

Examples:

Do not like the product
Change of mind
Size preference
Eligible product exchange

Step 4 – Approval / Additional Information

Our team may:

Approve the request
Ask for additional evidence
Request clarification
Escalate the case
Reject an ineligible request with a reason

Step 5 – Reverse Pickup / Self-Shipping

After approval:

Vastranand may arrange reverse pickup

The customer may be instructed to self-ship the approved product.

Customers should not independently send any product before receiving return instructions.

Step 6 – Warehouse Receipt

The returned product is recorded against the relevant Order ID and return request.

Step 7 – Quality Check

Our Quality Control team verifies the returned product.

Step 8 – Final Resolution

Depending on eligibility, the case may result in:

Replacement
Exchange
Wallet Credit
Refund
Further Review
Return Rejection

6. Damaged Product, Manufacturing Defect or Wrong Item

If you receive:

Damaged product
Manufacturing defect
Wrong product
Wrong size compared with the confirmed order
Missing item
Missing quantity
Materially incorrect product

please raise the request within:

48 Hours of Delivery

Use:

https://returns.vastranand.com/

Please provide:

Order ID
Registered Mobile Number
Clear product photographs
Product label / SKU photograph
Outer package photograph
Shipping label / AWB photograph
Description of the concern
Continuous unboxing video

7. Mandatory Unboxing Video

For claims involving:

Damaged product
Wrong product
Missing product
Missing quantity
Tampered parcel
Material defect visible at opening

customers should provide a clear continuous unboxing video.

The video should ideally show:

Sealed parcel before opening
Shipping label / AWB
Opening of the parcel
Complete parcel contents
Product received
Claimed damage, shortage, wrong product, or defect

The video should not be materially edited in a manner that prevents proper verification.

Where adequate supporting evidence is unavailable, certain claims may be difficult or impossible to verify.

8. Verified Vastranand Error

If our investigation confirms that Vastranand supplied:

Wrong product
Wrong size
Materially damaged product
Product with a verified manufacturing defect
Missing ordered item

the case will be treated as a Vastranand Responsibility Case.

Depending on the circumstances, we may provide:

Replacement
Exchange
Correct product
Refund
Another suitable resolution

No Standard Customer Return Fee

Where the return is required because of a verified Vastranand error, the normal ₹150 customer-return processing fee will generally not apply.

Applicable reverse-logistics arrangements will be communicated by our team.

9. Change of Mind / Do Not Like the Product

We want you to be completely in love with what you ordered. If a saree isn't quite "the one" — the colour, the feel, or simply a change of heart — don't worry, we're happy to help.

For eligible Non-Sale / Fresh Items, you can request a return within 48 hours of delivery if you:

Don't like the product
Changed your mind
Feel it doesn't suit your preference
Would love to choose another eligible product instead

Such requests are classified as Customer Preference Returns and are subject to approval. Approved requests carry the change-of-mind return charges described in Section 11 below — our team will guide you through every step.

10. Product Condition Required for Return

An approved return or exchange must generally be:

Unused
Unworn
Unwashed
Unaltered
Unstitched, where originally supplied unstitched
Free from stains
Free from makeup
Free from perfume
Free from body odour
Free from signs of use
Returned with original tags
Returned with all included accessories
Returned with blouse piece, where applicable
Returned with complimentary items, where applicable
Securely packed

The product should be returned in substantially the same condition in which it was delivered.

11. Change-of-Mind Return Charges

Approved customer-preference (change-of-mind) returns carry the following charges, per returned item:

₹150 — Reverse Pickup Fee (doorstep collection of the return by our logistics partner)
₹150 — Processing & Operational Fee (quality inspection, handling and restocking)

Total deduction: ₹300 per returned item, adjusted against the eligible refund value at the time of settlement.

These charges reflect the real cost of two-way logistics and quality processing, and help us keep prices honest for every customer. They apply only to change-of-mind returns — returns for damaged, defective or incorrect products are handled at no cost to the customer, as described in the relevant sections of this policy.

12. Refund Method for Change-of-Mind Returns

Approved customer-preference returns are generally settled through:

Vastranand Coins / Wallet Credit

The eligible value will be credited after:

Product receipt
Warehouse verification
Successful QC
Applicable deductions

Wallet Validity

Vastranand Wallet Credit has lifetime validity, subject to applicable wallet terms.

Wallet Credit may be used toward future eligible Vastranand purchases.

Cash or bank refunds are generally not provided solely for customer-preference/change-of-mind returns.

This condition does not apply in the same way to verified wrong, damaged, defective, or missing-product cases attributable to Vastranand.

13. Sale / Clearance / Final Sale Products

Products clearly marked as:

Sale
Clearance
Final Sale
Non-Returnable

are generally not eligible for customer-preference return or exchange.

However, such products may still be reviewed if they are:

Incorrect
Materially damaged
Missing
Verified defective

Claims must be raised within 48 hours of delivery with applicable supporting evidence.

14. Cosmetics & Jewellery – No Return / No Exchange

Due to hygiene, safety, tamper sensitivity, and product-integrity considerations, the following categories are generally non-returnable and non-exchangeable:

Cosmetics / Beauty Products

Including:

Skincare
Serums
Creams
Sunscreen
Makeup
Beauty products
Other personal-use cosmetic products

Jewellery

Including:

Silver jewellery
Lab-grown jewellery
Imitation jewellery
Fashion jewellery
Temple jewellery
Other jewellery categories

Once successfully delivered, these products are generally not eligible for return, exchange, refund, or wallet credit merely because of change of mind, even if unused or unopened.

Exception

If an incorrect, materially damaged, or verified defective product is received, please raise a request within 48 hours with supporting evidence.

15. Size Issue Policy

Customers are requested to review the applicable size chart carefully before ordering.

Correct Ordered Size Delivered

If the product size delivered matches the customer's confirmed order, return or cash refund is generally not available solely because the product does not fit as expected.

Wrong Size Delivered

If Vastranand delivers a size different from the customer's confirmed order, please raise a request within 48 hours.

After verification, the case will be handled as a Vastranand Responsibility Case.

Size Exchange

Where size exchange is permitted:

Exchange is generally for the same product
Requested size must be available
Product must remain unused
Product must pass QC
Applicable exchange charges may apply where the correct originally ordered size was delivered

16. Dress Category

For eligible Dress-category products:

No standard return solely for size preference.

Exchange may be available subject to:

Product condition
Product availability
Warehouse QC
Applicable logistics charges

Verified wrong-size delivery, damage, defect, or Vastranand error will be reviewed separately.

17. Exchange Policy

Eligible exchange requests must generally be raised within:

48 Hours / 2 Days of Delivery

The returned product must satisfy all applicable return-condition requirements.

Standard Customer-Requested Exchange Charges

Reverse Pickup: ₹150

New Product Dispatch: ₹150

Total Standard Exchange Logistics Charge

₹300

Where reverse pickup is unavailable, the customer may be instructed to self-ship the product at their own cost.

The applicable re-dispatch charge will then be communicated separately.

18. Product Price Difference on Exchange

If the replacement product costs more than the original product, the customer must pay the applicable price difference before dispatch.

Exchange remains subject to:

Product availability
Variant availability
QC approval
Applicable payment completion

Where a lower-value replacement is selected, the applicable adjustment will be handled according to prevailing Vastranand exchange/wallet terms.

19. Exchange Due to Vastranand Error

If an exchange is required because Vastranand has verified that:

Wrong product was delivered
Wrong size was delivered
Product was materially damaged
Product has a verified manufacturing defect

the standard customer-requested exchange charges may not apply.

Our team will confirm the applicable resolution after verification.

20. Customized / Stitched Products

Products customised specifically for a customer are generally:

Non-Returnable
Non-Exchangeable
Non-Refundable for Change of Mind

Customization may include:

Pico / Fall
Blouse Stitching
Lehenga Stitching
Custom Measurements
Other alteration or stitching services

Customization Terms

Prepaid orders only
COD generally not available
No cancellation once customization is confirmed or started
Processing time generally approximately 6–7 working days
Customization charges may start from approximately ₹650, depending on service

Verified Vastranand Error

If there is a verified:

Wrong customised product
Materially damaged product
Significant stitching/customization error attributable to Vastranand

please raise the concern within 48 hours of delivery.

The case will be individually reviewed.

21. Stitching & Fitting

Garment fitting may vary depending on:

Body structure
Measurement method
Fabric
Design
Stitching style
Personal preference

Minor alteration may sometimes be required even after professional stitching.

International customers are strongly encouraged to provide detailed measurements taken by an experienced tailor.

For stitching-related concerns, contact:

contact@vastranand.in

Please provide:

Order ID
Registered Mobile Number
Measurements originally provided
Photographs
Description of the concern

Minor alteration requirements alone may not qualify a customised product for return or refund.

22. Beads, Sequins, Stones & Handwork

Products containing:

Beads
Sequins
Stones
Hand embroidery
Decorative embellishments
Similar handwork

may occasionally experience minor loosening during packaging, transportation, alteration, or normal use.

Minor repairable loosening may be considered a characteristic of such workmanship rather than a material manufacturing defect.

Significant damage should be reported within 48 hours with applicable evidence.

23. Colour & Appearance Variation

We make reasonable efforts to display product colours, textures, designs, and details accurately.

However, slight variation may occur because of:

Photography lighting
Studio conditions
Screen brightness
Device colour settings
Camera settings
Fabric reflection
Weaving characteristics
Printing characteristics
Texture

Minor colour or appearance variation caused by these factors is generally not treated as a manufacturing defect.

If the product received is materially different from the product ordered, customers may submit photographs for review.

24. Reverse Pickup

Where available, Vastranand may arrange reverse pickup through an authorised logistics service partner.

Before pickup, customers must ensure:

Correct approved product is packed
Tags are intact
Accessories/components are included
Product is securely packed
Registered mobile number is reachable
Someone is available for pickup

A successful reverse pickup does not automatically approve the refund or exchange.

Final eligibility is determined after warehouse QC.

25. Failed Reverse Pickup

If a reverse pickup fails, our team may review the courier reason.

Common reasons may include:

Customer unavailable
Phone unreachable
Incorrect pickup address
Product not ready
Customer refused pickup
Courier operational issue

Where the failure is courier-related, Vastranand may reasonably attempt another pickup.

Where repeated pickup failure occurs because of customer unavailability, incorrect details, or refusal, additional pickup charges may apply or the request may be closed.

26. Self-Shipping an Approved Return

Where reverse pickup is unavailable, customers may be instructed to self-ship the approved return.

Please:

Obtain return approval.
Securely pack the approved product.
Clearly mention the Order ID.
Use a trackable courier.
Share the AWB/tracking details.
Retain the courier receipt until the case is resolved.

Important

Please do not independently send any product without approval or return instructions.

Unauthorised returns may be delayed, difficult to identify, or rejected.

27. Warehouse Quality Check

Every returned product is subject to warehouse Quality Check.

Our QC team may inspect:

Correct product / SKU
Product condition
Original tags
Signs of wear
Washing
Alteration
Stitching
Damage
Stains
Makeup
Perfume
Body odour
Missing components
Missing blouse piece
Missing accessories
Complimentary/promotional items
Original return reason

The condition of the returned product may be compared with the reason originally submitted.

28. Return Rejection

A return may be rejected if:

A different product is returned
Product has been worn
Product has been washed
Product has been altered
Product has been stitched after delivery
Tags are missing
Product contains stains
Product contains perfume/body odour
Makeup marks are present
Accessories/components are missing
Product has been damaged after delivery
Product does not match the approved claim
Product fails applicable QC

Where appropriate, the customer will be informed of the reason.

If the customer requests a rejected product to be shipped back, applicable re-dispatch charges may be payable.

29. Refund Security & Verification

Refunds are processed only after appropriate order verification.

Customers should provide:

Correct Order ID
Registered contact details
Correct refund information, where required

If a customer no longer has access to the registered mobile number or email address, additional verification may be requested.

This helps protect customers against unauthorised refund requests.

30. Refund Timeline

Once an eligible returned product reaches our warehouse, it must first complete warehouse receipt and QC.

Return Receipt & Verification

Approximately 5–7 working days

Refund Processing After Approval

Approximately 2–3 working days

Expected Overall Processing Period

Approximately 7–10 Working Days

Actual banking credit time may vary depending on:

Bank
Card issuer
UPI provider
Payment gateway
Payment method

If the standard processing period has passed, please contact:

contact@vastranand.in

with your Order ID.

31. Refund Method

For approved prepaid-order refunds, Vastranand will normally attempt to refund the amount to the original payment method, wherever technically possible.

For eligible COD refunds, the customer may be asked to provide verified:

UPI details
Bank account details

Customers are responsible for providing accurate information.

32. COD Charges

COD is a separate payment and logistics service.

For customer-preference/change-of-mind returns, the actual COD charge paid on the original order is non-refundable.

The applicable deduction will therefore be based on the original COD charge applied to that order.

Where a return results from a verified Vastranand error, refund treatment will be reviewed according to the circumstances.

33. Shipping, Return & Service Charges

Depending on the reason for the return, charges already incurred for services such as:

Original shipping
COD
Express delivery
Reverse logistics
Exchange re-dispatch
Customization
Other applicable services

may be non-refundable.

These charges are generally not applied in the same manner where the return results from a verified Vastranand error.

34. Missing Item / Quantity Claims

Missing-item or quantity claims must be raised within:

48 Hours of Delivery

Please provide:

Order ID
Continuous unboxing video
Outer package photograph
Shipping label / AWB
Photograph of all items received

Our team may cross-check order, packing, warehouse, and shipment records before providing a resolution.

35. Combo, Bundle & Complimentary Items

Where an order includes:

Complimentary gift
Free item
Combo
Bundle
Buy One Get One benefit
Promotional product

the associated items may also need to be returned.

If an associated promotional/free item is not returned, its applicable value or promotional benefit may be adjusted from the eligible refund or wallet credit.

Partial returns may not be accepted where the promotional price depends on the complete bundle.

36. International Returns & Exchanges

International returns require prior approval.

Please contact:

contact@vastranand.in

International returns or exchanges may involve:

International courier charges
Customs charges
Duties
Taxes
Brokerage
Clearance fees
Export/import documentation
Re-shipping expenses

For customer-preference international returns or exchanges, applicable charges may be payable by the customer.

For verified Vastranand Responsibility Cases, our team will review the most appropriate resolution.

Please do not independently send an international parcel back without receiving return instructions.

37. Return vs RTO

A normal customer return and RTO – Return to Origin are different.

RTO may occur because of:

Incorrect mobile number
Incorrect address
OTP issue
Customer unreachable
Customer unavailable
Customer refusal
Repeated failed delivery attempts

RTO cases are handled under Vastranand's Shipping Policy, including applicable prepaid RTO and re-shipment conditions.

38. Fraudulent or Abusive Return Activity

To maintain a fair system for genuine customers, Vastranand may investigate cases involving suspected:

Product switching
Returning another product
False damage claims
Manipulated photographs/videos
Fraudulent refund requests
Repeated abusive returns
Repeated exchange misuse
Other suspicious activity

Where misuse is reasonably established, Vastranand may restrict:

Return facilities
Exchange facilities
COD availability
Refund methods
Future ordering privileges

subject to applicable law.

39. Smart Case Escalation

Some cases may require additional review.

A case may be escalated where:

Customer disputes the initial decision
Courier information conflicts with the customer's claim
Warehouse QC requires further review
A high-value order is involved
Refund processing exceeds the normal timeline
Repeated logistics failure has occurred
Evidence requires management review
Exceptional circumstances exist

Customers do not need to contact multiple Vastranand departments.

Simply email:

contact@vastranand.in

Our Customer Support team will coordinate internally.

40. Grievance Resolution

If the customer believes their return, exchange, refund, reverse-pickup, or QC concern has not been satisfactorily resolved, they may request a:

Grievance Review

Please provide:

Order ID
Registered Mobile Number
Return / Exchange Request Number, if available
AWB / Reverse Pickup Number, if available
Description of the unresolved issue
Supporting photographs/videos

Depending on the case, the grievance may be reviewed using information from:

Customer Support
Logistics
Courier partner
Warehouse
Quality Control
Accounts
Payment provider
Other relevant records

41. Customer Communication During Resolution

Where operationally available, Vastranand may communicate updates such as:

Request Received
Additional Information Required
Return Approved
Reverse Pickup Initiated
Pickup Failed
Return in Transit
Return Received
QC Completed
Exchange Approved
Replacement Dispatched
Wallet Credit Issued
Refund Initiated
Case Escalated
Case Closed

Customers are requested to monitor their registered communication channels.

42. Repeated Follow-Ups

We understand that customers may be concerned while waiting for a refund, exchange, or return resolution.

Where a case is already within the stated processing timeline, repeated messages across multiple channels generally do not speed up the process.

Customers are requested to:

Continue communication on the same support email thread wherever possible.

This helps prevent duplicate tickets and allows our team to maintain a complete history of the case.

43. Customer Responsibility for Faster Resolution

Customers can help us resolve requests faster by:

Raising the request within 48 hours
Using the official Return & Exchange Portal
Providing the correct Order ID
Providing accurate registered details
Sharing clear photographs/video
Keeping the product unused
Keeping original tags intact
Packing the product securely
Responding to reverse-pickup calls
Sharing tracking information when self-shipping
Continuing support communication on the same thread

Incomplete or inaccurate information may delay verification.

44. Warehouse Address for Approved Returns

VASTRANAND PVT. LTD.

ORDER ID: [YOUR ORDER ID]

Plot No. 998, Road No. 87,
Sachin G.I.D.C.,
Surat – 394230,
Gujarat, India

Customer Care: +91 8154 0000 63

Important

Please do not send any product to this address unless your return has first been approved or instructed by the Vastranand team.

45. Contact Us

Head Office · Surat

VASTRANAND
Plot No. 998, Road No. 87,
Sachin G.I.D.C.,
Surat – 394230, Gujarat, India

Customer Care: +91 8154 0000 63

Official Email: contact@vastranand.in

Return & Exchange Portal

https://returns.vastranand.com/

Customer Support Hours

Monday to Saturday
10:00 AM – 6:00 PM IST

Support may be unavailable on Sundays and public holidays.

Queries received outside working hours will normally be reviewed on the next working day.

46. Important General Conditions

Minor colour differences may occur because of photography, lighting, fabric characteristics, and device/display settings.
Return or exchange eligibility may differ for specific products where clearly mentioned on the respective product page.
Vastranand may request additional evidence where reasonably required to verify a claim.
Successful reverse pickup does not automatically approve a refund or exchange; warehouse QC must first be completed.
Original COD, shipping, customization, reverse-logistics, or other service charges may be treated separately from the product value depending on the reason for return.
Vastranand may update this policy from time to time in accordance with operational requirements and applicable law.
Nothing in this policy is intended to limit any consumer right or remedy that cannot legally be excluded.

47. Our Service Commitment

At Vastranand, we believe customer service does not end when an order is delivered.

Behind every return or exchange request is a customer who trusted us with a purchase.

Our approach is:

Listen Carefully

Understand the customer's actual concern before reaching a conclusion.

Verify Fairly

Review order records, evidence, warehouse information, and logistics information where applicable.

Take Ownership

Customers should not have to determine which courier, warehouse, QC, logistics, accounts, or internal team is responsible.

Vastranand will coordinate internally.

Communicate Clearly

We aim to explain what happened, what happens next, and whether any customer action, information, or payment is required.

Resolve Responsibly

Where Vastranand is responsible, we aim to correct the issue fairly.

Where the issue arises from customer preference, customer-provided information, or customer-requested exchange, applicable logistics and service charges are communicated transparently.

Protect Genuine Customers

Strict verification helps us prevent misuse and allows us to continue providing fair and reliable service to genuine customers.

48. A Message From Vastranand

Every order carries more than a product — it carries your trust in Vastranand.

We understand that online shopping depends on confidence.

Sometimes a product may not meet expectations. Sometimes a packing mistake may occur. Sometimes a courier issue may happen. Sometimes a genuine defect may require additional verification.

When something genuinely goes wrong, our objective is not simply to close a return ticket.

Our objective is to:

Listen carefully.

Verify fairly.

Communicate clearly.

Resolve responsibly.

At the same time, a fair return system requires cooperation from both Vastranand and our customers.

We request customers to inspect products promptly, preserve original tags and applicable packaging, keep products unused until they decide to retain them, provide genuine evidence where required, and cooperate with the pickup and verification process.

Your trust matters to us beyond a single transaction.

Thank you for choosing Vastranand.

Vastranand Pvt. Ltd.

Quality in every product. Responsibility in every resolution.