Refund policy

Last updated: April 2026

We make every piece with care, and we want you to love what you receive. This policy explains how our returns, exchanges, and refunds work — designed to be fair to you and sustainable for us.

This policy is issued in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

We Encourage Exchanges Over Returns

Every return adds significant logistics and packaging costs, which we'd rather invest in better fabrics and prices. So:

  • Exchange your item easily — pay only ₹99 reverse pickup fee
  • Need to return for a refund? — ₹199 reverse pickup fee applies
  • Damaged or wrong item? — completely free pickup, full refund or replacement

Our 3-Day Window

You have 3 days from the date of delivery to raise a return or exchange request. After 3 days, we are unable to process any returns or exchanges.

We've kept this window short and clear so we can serve every customer better — please inspect your order as soon as it arrives.

What Can Be Returned or Exchanged

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

  • Request is raised within 3 days of delivery
  • The product is unworn, unwashed, and unused
  • All original tags, labels, and price tags are intact
  • The product is in its original packaging with all accessories
  • The product is in the same condition as delivered

What Cannot Be Returned or Exchanged

For hygiene, safety, and quality reasons, we cannot accept returns or exchanges on:

  • Worn, washed, used, or altered products
  • Products without original tags or packaging
  • Products marked as "Final Sale" or "Non-Returnable" on the product page
  • Innerwear, lingerie, and intimate apparel
  • Customised, personalised, or made-to-order products
  • Products purchased during clearance or special promotional sales (where stated)

Exchanges (Recommended)

We offer one-time exchange per order, within 3 days of delivery.

What you can exchange to:

  • Same product, different size — most common
  • Different product, same price — full exchange
  • Different product, higher price — pay the difference at the time of exchange request
  • Different product, lower price — the difference is issued as store credit (does not expire)

Exchange fee:

  • ₹99 reverse pickup fee per exchange (deducted from any refund or added at time of new order)
  • We deliver the new product free of additional shipping if your original order was eligible for free shipping

How to request an exchange:

  1. Message us within 3 days of delivery on WhatsApp +91-8168130301 or email hello@alayaselect.com
  2. Share: order number, item to exchange, and item you want instead (with size)
  3. Our team will confirm availability and arrange pickup within 24–48 hours
  4. Once we receive and inspect the original item, we'll dispatch the new item within 2 business days
  5. If there's a price difference to pay, we'll send a payment link before dispatch
  6. If the price difference is in your favour, store credit is issued immediately upon inspection

Exchange limit: One exchange per order. After the first exchange, the product cannot be returned or exchanged again.

Returns & Refunds

If exchange isn't possible (e.g., your preferred item is sold out, or you genuinely don't want anything else), we offer returns under the following terms.

How refunds are processed:

  • Credit/Debit Card — Refunded to the same card
  • UPI / Net Banking — Refunded to the same account
  • Wallet payment — Refunded to the same wallet
  • Cash on Delivery (COD) — Issued as Store Credit (no expiry)

Why store credit for COD orders?

COD orders incur higher transaction costs for us (cash handling, courier collection fees, processing). Store credit allows us to offer the convenience of COD while maintaining the prices we promise. Your store credit:

  • Never expires
  • Can be used on any future order
  • Can be combined with sale prices and other discount codes
  • Is sent to you via WhatsApp and email immediately after refund approval

Reverse pickup fee for returns:

  • ₹199 per item for return-only requests
  • This is deducted from your refund amount (or store credit)
  • The fee covers reverse logistics, packaging inspection, and restocking costs

Refund timeline:

  • Card / UPI / Net Banking refunds: 5–7 business days after we receive and inspect the returned item
  • Store credit (for COD): Issued within 24 hours of return approval
  • Bank processing times may vary by bank

Damaged, Defective, or Wrong Items

If you received a damaged, defective, or incorrect product:

  1. Contact us within 48 hours of delivery
  2. Share clear photos and/or video of the issue with your order number
  3. We arrange a completely free reverse pickup (no charges)
  4. Your choice:
    • Replacement at no additional cost, OR
    • Full refund to original payment method (including for COD orders, refunded via UPI/bank transfer), OR
    • Store credit + 10% bonus (e.g., ₹1,650 product → ₹1,815 store credit)

We take full responsibility for quality issues. No questions asked.

Size Mismatch — Use Exchange

If a product doesn't fit:

  • Use our exchange option (₹99 fee, much lower than return fee)
  • This is the easiest and most cost-effective option
  • We strongly recommend reviewing the Size Guide on each product page before ordering

Order Cancellations

  • Orders can be cancelled free of charge before they are shipped
  • Once shipped, the order cannot be cancelled — return/exchange policy applies after delivery
  • To cancel, message us immediately on WhatsApp +91-8168130301

For prepaid cancelled orders, the full amount is refunded to the original payment method within 5–7 business days.

Refund of Shipping Charges

  • If you cancel a paid order before shipping, the entire amount including shipping (if any) is refunded
  • For returns after delivery, original shipping charges (if any) are non-refundable
  • For damaged/defective products, all charges are fully refunded

Combined Order Returns

If you ordered multiple items in one order:

  • You can return/exchange one item without affecting the others
  • Each item's eligibility is calculated separately
  • Reverse pickup fee applies per item

Important Notes

  • First-order discount (WELCOME10): If you used WELCOME10 and return any item, the discount applies proportionally to the returned amount
  • Return abuse: Customers with excessive return rates may have future orders moderated or cancelled at our discretion
  • All refund decisions made after physical inspection are final

Customer Care

For all return, exchange, or refund queries:

  • WhatsApp: +91-8168130301
  • Email: hello@alayaselect.com
  • Customer Care Hours: Monday to Saturday, 10:30 AM – 8:00 PM IST

We typically respond within 2–4 hours during business hours.

Grievance Redressal

If your concern is not resolved by our customer care team, you may escalate to our designated Grievance Officer:

Grievance Officer
Name: Jatin Grover
Email: J@cosmobrands.in
Phone: +91-8448863937
Address: Plot No. 883, Phase 5, Udyog Vihar, Gurugram, Haryana – 122015

The Grievance Officer will acknowledge your complaint within 48 hours and resolve it within 30 days of receipt, in line with the Consumer Protection (E-Commerce) Rules, 2020.

Cosmo Brands Private Limited
Plot No. 883, Phase 5, Udyog Vihar, Gurugram, Haryana – 122015
GSTIN: 06AALCC0640A1ZB