Return, Refund, Exchange & Cancellation Policy

1.1 Warranty and Eligibility for Returns & Exchanges

The customer may initiate a return or exchange request of products within a period of 15 [fifteen] days from the date of dispatch in an event the products are purchased through the website, or within 15 days from the date of purchase of products from the retail stores. The Return and exchange shall be governed in accordance with the terms outlined below:

A product shall be eligible for return or exchange only if all of the following conditions are met:

• The product is unused, unworn, unwashed, and in original, saleable condition.
• All original tags, labels, barcodes, authenticity cards, manuals, invoices, warranty cards, and packaging are intact, and returned along with the product.
• The product must be free from any kind of stains, marks, tears, or damages not attributable to transit or manufacturing defects. Any damage identified by the Customer upon its delivery of product purchased online must be reported to the Company within a period of twenty-four (24) hours, accompanied by photographs evidencing the damage
• The product successfully passes our internal quality assurance check upon receipt at our warehouse or designated location.

All products sold through the Website or through the Store are warranted to be free from defects for a period of 30 days from the date of its dispatch. During this warranty period, the Customers may request return or exchange of the Products, subject to the verification and acceptance of the claim by the Company. It is hereby clarified that the 30 days period is inclusive of the 15 days period for the return and exchange of products as specified in Clause 1.1.

Please note: Products that are custom-made, personalized, or tailored specifically for the customer shall not be eligible for return or exchange, unless such product is received in a damaged or defective condition, as determined by the Platform’s Customer Relations Management team.

We reserve the right to refuse a return or exchange if the product does not meet the above conditions or appears to have been used or altered in any way.

1.2 How to Initiate a Return or Exchange

In order to initiate a Return or Exchange, Customers may raise a request through either of the following channels:

• Return & Exchange through the Website:
  • If you’re a registered user, you may opt for returning or exchanging a product by logging into your User Account on our Website, heading to the “My Orders” section, selecting the relevant item, and clicking on the “Return” or “Exchange” options. Follow the guided steps to submit your request.
  • Alternatively, you may write to us at support@madeasme.com and request a return or exchange. We will arrange for the merchandise to be collected from the delivery address through courier / our designated delivery partners within 3–7 working days from the date of request raised.
  • Once your request is submitted, you’ll receive timely updates via SMS/Email on your registered contact information regarding the pickup, processing, and status of your return or exchange.
  • For your convenience, you are welcome to exchange or return any product purchased from our website at any of our brand stores, subject to the eligibility criteria outlined under Clause 1.1.
• Return & Exchange through the MADEASME Store:
  • All or any product purchased through the MADEASME Store shall be eligible for return/exchange at the MADEASME Store only. You may visit any of our authorised brand stores with your original order details and the applicable products. Our store team will assist you with the return & exchange process.

Please ensure that your return/exchange request is raised within the prescribed 15-day window, and that the product complies with the eligibility criteria outlined under Clause 1.1 [Eligibility for Returns & Exchanges] of this Policy.

1.3 Return Process

• Upon successful initiation of your request, our logistics partner will arrange a pickup of the product within 3–7 working days. If we are unable to collect the item within this period, excluding gazetted and national holidays, the return/exchange request will be deemed cancelled.
• Returns and exchanges will only be processed after the product is received at our warehouse or designated location and has cleared the quality inspection.

2.1 Refund Timelines

Subject to the terms of this Policy, eligible refunds shall be processed as follows:

• Prepaid Orders: For orders paid via credit card, debit card, net banking, UPI, wallets, or other digital methods, the refund amount shall be credited to the original source of payment within a maximum of ten [10] business days from the date of order cancellation or approval of return, whichever is applicable
• COD Orders: Refunds for COD transactions shall be processed either via electronic bank transfer to the bank account details submitted by the customer at the time of initiating the return, or the refund shall be credited to the customer’s MADEASME wallet, which can be used by the Customer for future purchases.

Please Note: Customers are solely responsible for ensuring that accurate bank account details are submitted. We shall not be liable for refund delays or failures arising from incorrect or incomplete information.

2.2 Conditions for Refund

• Refunds shall be initiated only after the returned product has been received and successfully passed the quality inspection conducted at our warehouse or designated facility.
• Refund timelines may vary based on external factors such as payment gateway processing and the policies of the customer’s issuing bank or financial institution.
• No refunds shall be applicable for:
  1. Undelivered orders placed using the COD option
  2. Orders rejected at the time of delivery without a valid reason aligned with this Policy
  3. Orders rejected at delivery without a valid reason aligned with our Policies

3.1 Exchange Process

If the product you wish to exchange for is available in our inventory, we will initiate dispatch of the replacement item only after the originally delivered product:

• Has been received at our warehouse or authorised return facility, and
• Has successfully passed the mandatory quality inspection, confirming it is unused, unwashed, and in resalable condition with all original tags and packaging intact.

Upon verification of the returned product:

• A new Order ID shall be generated for the replacement product.
• You will be notified of the exchange confirmation and shipment details via email and/or SMS on your registered contact information

Please Note: Exchanges are strictly subject to stock availability. In the event the requested replacement is unavailable, customers may opt for a refund in accordance with Clause 2 [Refunds] of this Policy.

3.2 Exchange Conditions

• Requests for exchange must be raised within the fifteen [15] day return window as specified under Clause 1.1 [Eligibility for Returns & Exchanges] of this Policy.
• Products that are customised are not eligible for exchange unless received in a damaged or defective condition.

We reserve the right to reject an exchange request that does not meet the terms of this Policy or appears to be in violation of fair usage.

4.1 Cancellation by Customers

• Customers may cancel an order within a period of 48 hours from its placement by logging into their account and selecting the “Cancel Order” option under "My Orders." Any order cancelled after the expiry of 48 hours from its placement shall only be subject to Return. For prepaid orders, refunds upon cancellation will be processed in accordance with Clause 2.1 [Refund Timelines] of this Policy. For Cash on Delivery orders, no charges shall apply.

4.2 Cancellation by the Company

We reserve the right to cancel an order, in whole or in part, at our sole discretion. Such cancellations may occur for reasons including, but not limited to:

• Product no longer available or out of stock
• Invalid, incomplete, or unverifiable delivery address
• Technical issues or errors
• Suspected fraud, misuse, or high-risk transactional activity
• Bulk or commercial resale orders placed in violation of our fair usage policy
• EMI or payment rejection by the issuing bank or financial institution
• Repeated failed delivery attempts due to customer unavailability

In the event of such cancellation, the Customers shall be promptly notified via email and/or SMS on their registered contact information. If payment has already been made, the refund will be processed in accordance with Clause 2 [Refunds] of this Policy.