Return and Exchange Policy
1. What is your general return/exchange policy?
We offer customers the option to return or exchange items purchased for various reasons within 7 days from the date of delivery. To be eligible, products must be unused, unworn, unwashed, undamaged, and preserved in their original condition with all original tags and packaging intact. Please note that certain products are not eligible for return or exchange (see FAQ #6).
2. How do I initiate a return or exchange?
You can initiate a return or replacement request through the “My Orders” section on our app or website. Please note that since we do not have a warehouse, the product will be picked up by our logistics partner ONLY and then shipped back to the seller.
3. What are the conditions for a successful return or exchange?
For a return or exchange to be accepted, the product must be in an unused, unworn, unwashed, and undamaged state. It must be returned in its original condition with all original tags, labels, and packaging completely intact (e.g., shoes in their original shoe box). If a seal tag or warranty card was received with the item, it must remain attached and intact.
4. How long does the refund/exchange process take?
After the product has been picked up by our logistics partner and shipped back to the seller, the refund/exchange will be processed ONLY after the product has been accepted by the seller. The seller will examine the product against the problem mentioned by you and the guidelines provided to the seller by the Company. If the seller does not accept the product, the Company reserves the right to provide a veto. This entire process may take up to 7 days + the shipping time for the product to reach the seller.
5. How are refunds processed?
For prepaid orders, the money will be returned to the original payment method (bank account, credit/debit card). For Cash on Delivery (COD) orders, you will be required to provide bank details or a UPI ID from your registered email address or phone number to receive the refund. Refunds for cancellations are typically processed within 3 business days, while refunds for returns are processed after the product has been picked up by the courier partner and accepted by the seller.
6. Can I exchange an item for a different product or size?
Yes, we offer free replacements for items exchanged due to size mismatch or if a defective item was received, subject to stock availability and your address being serviceable for an exchange.
7. How do value adjustments work for exchanges?
Value adjustments are only available if you purchase a product of the same brand.
- If the exchanged item is of a higher value, the difference in amount will be charged to you.
- If the exchanged item is of a lower value, the difference will be refunded after the successful pickup of the original item and acceptance by the seller.
If you wish to purchase a product of a different brand, you will need to apply for a return and then purchase a new product separately.
8. What happens during an exchange pickup?
For exchanges, our delivery representative will deliver the new item and simultaneously pick up the original item. Exchanges are typically delivered to the same address where the original product was delivered. If a new address is desired, we recommend returning the item for a refund and placing a new order.
9. What if I received a free gift with my purchase and want to return the main item?
If a product purchased with a free gift or offer is returned, the free product must also be returned along with the main item; otherwise, no refund will be processed.
10. What if I accidentally return the wrong product?
We are not liable for products returned erroneously, such as extra items or different products than those intended for return. In such circumstances, we are not accountable for the misplacement or replacement of the product and are not responsible for its delivery back to you.
11. Does the brand reserve any rights regarding returns and exchanges?
Yes, we reserve the right to restrict returns or exchanges of items if a customer in any way breaches or misuses this policy, as determined in our sole discretion.
12. How can I contact customer support regarding Return/Exchange?
For any queries or concerns regarding return/exchange, please contact our customer support team at care@vasanaindia.com.
Product Non-Return/Exchange Matrix
| Product Type | Return / Exchange Window | Reasoning |
|---|---|---|
| Intimate Wear, Sleepwear, Lingerie, Swimwear, Socks | Not eligible for return/exchange | Due to intimate nature, special handling applies |
| Made-to-Order Items | Not eligible for returns/exchange | Custom-made, therefore non-returnable and non-exchangeable |
Note: This matrix provides a general overview. Customers must always refer to the specific product detail page on the website for the most accurate and up-to-date return/exchange policy applicable to their purchase.