Return, Exchange and Refund Policy

Return, Exchange & Refund Policy

1. Introduction This document outlines the terms governing product returns, exchanges, and refunds for purchases made from POLKARA DESIGNS ("Company", "we", "our", "us") through its official website or authorized channels. By placing an order, the customer ("you", "your", "User") agrees to be bound by the provisions herein.

This policy is in compliance with the Consumer Protection Act, 2019, the Information Technology Rules, 2021, and other applicable laws and regulations governing online commerce in India.

2. Exchange Policy

2.1 Eligibility and Exchange Request Process

Products may be exchanged for an alternate style, subject to the following conditions:

• The product must be unused, unwashed, undamaged, and returned with all original tags, labels, and packaging intact.

• Only products that are not classified as non-exchangeable under Clause 3 are eligible.

• The exchange request must be raised within 48 working hours from the date of delivery.

You may initiate your exchange request by either of the following methods:

1. Email Request:

   Send a written request to polkaradesigns@gmail.com clearly mentioning your Order ID, Product Name, Reason for Exchange, and the Desired Style.

OR

1. Online Return Portal (Recommended for Faster Processing):

   To initiate the return process, kindly log in to your account on our website and place a return request directly from the “Orders” section.

🌐 https://myaccount.cotlandfashions.com

Once your request is submitted, our customer support team will review and respond within 48 working hours with the next steps.

2.2 Exchange Process Upon approval of the exchange request:

• The customer may choose to self-ship the item to the address mentioned in Clause 2.4.

• Alternatively, POLKARA can arrange reverse pickup for a flat, non-refundable fee of ₹150.

• You can request an at-home pick-up for your returns and exchanges. We’ll look into the issue and get back to you within 48 working hours.

• The amount deducted from your final credit note amount will be ₹150 for all orders.

2.3 One-Time Exchange Only Only one (1) exchange request per order is permitted. If the requested style is not available at the time of exchange, the customer will be issued a store credit valid for 30 days, minus applicable logistics charges (if availed).

2.4 Exchange Shipping Address POLKARA DESIGNS

Unit 302, Siddharth City Centre, 122, Lenin Sarani Rd, Lebutala, Taltala, Kolkata, West Bengal 700013. 
Please include: Name, Order ID, Contact Number, Email ID, and Required Size in the parcel.

3. Products Not Eligible for Return or Exchange

The following items are strictly non-returnable and non-exchangeable:

• Products purchased during sale, discount offers, or using coupons/gift vouchers.

• Products marked as Made-to-Order or Customized.

• Products that are used, washed, altered, damaged, or returned without original tags, packaging, and invoice.

• Products returned after the eligible return/exchange period.

4. Refund Policy

4.1 Refund Eligibility

We offer refunds under the following conditions:

• For Pre-Dispatch Cancellations, Clause 4.3 - IInd Point will be applicable as mentioned; and

• For Delivered Products that are returned and received back in original, unused, and undamaged condition, within the specified return window, subject to deductions mentioned below.

Refunds for Defective/Wrong Items:
In case of wrong or defective deliveries, refunds will only be processed after physical inspection and quality verification by our internal Quality Control (QC) Team.

4.2 Refund Deductions

For all eligible refunds, the following deductions will apply:

These deductions covers logistics related fees.

4.3 Additional Refund Charges

In addition to weight-based deductions:

• A 2% Restocking Fee will be charged on the total invoice value, covering warehouse handling and repackaging.

• A 3% Payment Gateway Fee will be charged on the total invoice value, reflecting non-recoverable transaction charges imposed by third-party payment providers like Razorpay, PhonePe, etc.

4.4 COD Service Charges

For Cash on Delivery (COD) orders:
Please note that COD is a convenience service offered by third-party logistics companies, and not a product-related charge. Therefore, COD fees paid at the time of delivery are non-refundable and not considered during refund calculations.

5. Store Credit Policy

If a replacement size/style is unavailable or if requested by the customer, a Store Credit will be issued:

• Validity: 180 calendar days

• Redemption: In a single transaction only

• Non-transferable, non-refundable, and non-extendable.
  
  ✨ How to Use Your Store Credit:  
  1️⃣ Log in using your email ID at: https://myaccount.cotlandfashions.com  
  2️⃣ If your email ID wasn’t shared while placing the order, kindly send it to us and we’ll update your profile.  
     ➤ Store credit can only be accessed through proper login with your email ID. If not logged in correctly, the credit may not apply at checkout.  
  3️⃣ Browse your favourite designs, add to cart, and proceed to checkout — your *store credit will be automatically applied. 🛒✅  
  
  

6. Grounds for Exchange or Refund Rejection

COTLAND FASHION reserves the right to decline any return, exchange, or refund request under the following circumstances:

• The item has been used, washed, altered, or damaged.

• The product is returned without tags, packaging, or proof of purchase.

• The request was submitted after the 3 Days Eligibility window.

• The request is based on personal preferences like fabric feel, color shade, or design.

• Color or print variation within 10–12%, considered industry-standard for textile products.

• The product falls under non-returnable categories (Clause 3).

7. Limitation of Control Over Logistics Partners

POLKARA DESIGNS does not control the internal operations of third-party logistics companies. Therefore:

• We cannot guarantee pickup times, cash handling, or delivery performance beyond our dispatch.

• While we ensure prompt dispatch from our warehouse, delivery timelines and service quality rest with the respective courier company.

• In cases of misrouted shipments, failed pickups, or delivery delays, we will assist the customer as far as possible, but liability remains with the logistics partner.

8. Delivery Inspection Guideline

To protect your interests:

• Do not accept parcels that appear tampered with or damaged.

• Click clear photographs of the parcel at the time of delivery and before opening the package.

• Record an unboxing video, especially in case of any suspected issues.

Such evidence is mandatory for any defect, damage, or wrong product claims.

9. Failed Payment or Unconfirmed Orders

In the event that:

• Payment is debited but the order is not confirmed,

• Or a technical error prevents order generation,

The amount will usually auto-reverse to the customer’s source account within 24–48 hours.

For rare cases where payment was captured, but no order was processed, we will initiate a full refund to the original payment method.

10. Order Cancellation Policy

Orders can be cancelled only before dispatch.

Once dispatched, cancellation requests will not be accepted, and standard Return & Exchange Policy terms shall apply.

11. Governing Law & Jurisdiction

This policy shall be governed by the laws of India. Any disputes arising hereunder shall fall within the exclusive jurisdiction of the courts in Kolkata, West Bengal.

12. Customer Support

For all queries relating to return, refund, or exchange:

📧 Email: polkaradesigns@gmail.com
🕐 Working Hours: Monday to Friday | 10:00 AM – 6:00 PM
📌 Support available via Email and Chat only for full documentation and resolution tracking.

This policy is subject to change without prior notice. The latest policy in force at the time of order shall apply.