RETURNS & EXCHANGE

We hope you will love everything that you order from us but if something isn’t quite right, you have three (3) days from the date of receipt of your purchase to intimate us about a return or exchange. Please check the list of non-returnable or non-exchangeable products at the end of the policy. We may update this list from time to time.

Your purchase is eligible for return or exchange only if it meets the following criteria :

  • • An incorrect product has been delivered to you i.e. the product does not match the item in the order confirmation email.
  • • If the product you receive has a genuine quality/manufacturing defect.

We attempt to ensure that all our products are thoroughly checked for quality before dispatch, however there may be the occasional damage in transit for which we would be open to replacement of the piece. We request you to send us images of the package as it arrives with the external damage visible, within 72 hours of receiving the product. Please email us at online@payalpratap.com with all details. Alternately you could call our customer care number 8826752939 or 8800185427 between the hours of 10 am and 6 pm Monday to Saturday and our team will assist you. Our Quality Check team retains the discretion to determine and conclude whether the piece has been returned intact and in unused condition.

Goods must be returned in the same packaging they were sent in. All items must be unused, unworn and have their original tags attached. All items must be returned with the original delivery note. Any garment sought to be returned or exchanged, should be unworn and unwashed. Garments that are found to be worn or damaged or soiled will not be accepted for return/exchange. The shipping cost of the return would need to be borne by you and we will bear the shipping cost of the replacement piece being sent back to you. Once we have processed the return, you will receive a return confirmation email. We would need at least 7 working days for a replacement to be provided in this instance, and request your patience, should this situation occur. Goods are replaced in the same style, subject to availability of inventory. In the unlikely event we are unable to for some reason provide you with a replacement piece, we would provide you with a store credit which could be utilized in any future purchase you make with us. Store credit would be provided in the wallet section of your account with us.

We are unable to offer refunds if we’ve been given an incorrect or incomplete shipping address, or if there are two failed delivery attempts by our shipping agency and/or the package is refused by the recipient.

We accept size exchange for our product or store credit if they meet our terms and conditions. You can initiate the exchange procedure by writing an e-mail to online@payalpratap.com with a size change request and our team will coordinate a size replacement for your piece. We would request you to advise us of any size change request within 48 hours of receipt of your purchase and ship the product back to us such that it should reach us within 7 days from the date of the delivery. The returned product should be in perfect unused, unworn, unwashed and undamaged condition. The labels and tags should all be intact on the piece. The shipping cost of the return would need to be borne by you and we will bear the shipping cost of the replacement piece being sent to you in exchange. Goods must be returned in the same packaging they were sent in, with all items intact. The replacement piece in the requested size would be delivered to you within 7 working days of us receiving the returned piece in our warehouse. Due to limited inventories, in case we are in a rare situation unable to give you the replacement piece in the new size requested by you, we would credit the amount for the returned piece in your wallet and this could be utilized in any future purchase you make with us.

Lists of Non-Returnable or Non-Exchangeable Products -

  • • Home & Accessories, including cushions, table linen, Pillow cover, jewelry, wallets, bags, scarves, belts, footwear etc.
  • • Custom made products / Made to Measure Orders
  • • Unstitched items like Dupattas, Sarees with unstitched blouse.
  • • Altered products as per the specifications/measurements provided by the customer.
  • • Products that are purchased in any sale / promotion organized by the brand.