Refund Policy

At Eleganza, we want you to love every purchase. If something isn't quite right, our hassle-free return and refund process makes it easy to send items back. This policy applies to all orders placed on eleganza.com and is governed by the Consumer Protection Act, 2019 and our Terms of Service.

Please read this policy carefully before initiating a return. By placing an order, you agree to the terms outlined below.

Items are eligible for return if all of the following conditions are met:

• Return request is initiated within 7 calendar days of delivery
• Item is unworn, unwashed, and in its original condition
• All original tags, labels, and packaging are intact and attached
• Item has not been altered, customised, or damaged by the customer
• Proof of purchase (order number) is provided

Items that show signs of wear, perfume, makeup stains, or missing tags will not be accepted and may be returned to the customer at their expense.

The following categories are not eligible for return or exchange unless the item is defective or incorrectly shipped:

• Innerwear, lingerie, and swimwear (for hygiene reasons)
• Sale and clearance items marked as "Final Sale"
• Customised, altered, or made-to-order products
• Accessories such as earrings (unless defective)
• Gift cards and store credit
• Items purchased from third-party marketplaces (return through the original seller)

You can initiate a return through any of the following methods:

Online (recommended):

1. Log in to your account and go to My Orders
2. Select the order containing the item you wish to return
3. Click "Request Refund / Return" and select the reason
4. Our team will review and approve eligible requests within 1–2 business days

Email: Write to support@eleganza.com with your order number, item details, and reason for return.

Once approved, you will receive a return confirmation with pickup instructions. Please do not ship items back without approval, as unsolicited returns may not be processed.

We arrange reverse pickup through our logistics partners at no cost to you for eligible returns within India. Pickup is typically scheduled within 2–3 business days of approval.

Upon receipt, our quality team inspects the item against return eligibility criteria. Inspection is completed within 2 business days of pickup. You will be notified via email/SMS of the inspection outcome.

If an item fails inspection, it will be shipped back to you. Repeat abuse of the return policy may result in account restrictions.

Once your return is approved after inspection:

• Prepaid orders (UPI, card, net banking): Refund is initiated to the original payment method within 2 business days of approval. Depending on your bank, it may take 5–7 business days to reflect in your account.
• Partial refunds: If only part of an order is returned, the refund amount equals the item price plus proportional shipping charges if applicable.
• Promotional discounts: Refunds are calculated based on the amount actually paid after discounts. Coupon value is not refunded separately.

You will receive an email confirmation when the refund is initiated. If you do not receive your refund within 10 business days, contact us with your return reference number.

We do not offer direct size or colour exchanges at this time. To exchange an item, please return the original item for a refund and place a new order for the desired size or style. This ensures the fastest processing and availability confirmation.

Our support team can assist you in placing a new order and may offer a one-time shipping discount for exchange-related re-orders — contact us after initiating your return.

If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery with photos of the product and packaging. We will arrange a free replacement or full refund, including shipping costs, at no inconvenience to you.

Manufacturing defects reported within 7 days of delivery are covered under this policy. Normal wear and tear, damage from misuse, or incorrect washing/care are not covered.

For Cash on Delivery orders, refunds are processed via bank transfer (NEFT/IMPS/UPI) to the bank account details you provide. Please share your account holder name, account number, IFSC code, and UPI ID when initiating the return.

Alternatively, you may opt for store credit, which is applied instantly to your Eleganza account and can be used on future purchases.

Our customer support team is available Monday–Saturday, 10 AM – 7 PM IST. Reach us via our Contact page, email support@eleganza.com, or call the number listed on our website.