Refund policy

Return & Exchange Policy

Last Updated [22 September 2026]

We want you to love your purchase! If something isn’t quite right, here’s how we handle returns and exchanges.

This Return & Exchange Policy (“Policy”) applies to all purchases made through 24tales (“Brand,” “we,” “us,” or “our”), including purchases made through our website, mobile application, social-commerce channels, pop-up stores, or other authorized sales channels, unless a different policy is expressly provided at the time of purchase.

By placing an order with us, you acknowledge that you have read, understood, and agreed to this Policy.

 

1. Binding Acceptance of This Policy

By accessing our website, creating an account, placing an order, completing a purchase, clicking an “I Agree,” “Place Order,” “Pay Now,” “Buy Now,” or substantially similar button, or otherwise purchasing our products, you acknowledge and agree that this Policy forms part of the terms governing your purchase.

You represent that you have had a reasonable opportunity to review this Policy before completing your purchase.

To the maximum extent permitted by applicable law, your purchase constitutes your acceptance of the terms, conditions, procedures, exclusions, limitations, and requirements contained in this Policy.

If you do not agree with this Policy, you should not place an order.

Nothing in this Policy is intended to exclude, restrict, or waive any mandatory consumer right, statutory warranty, refund right, cancellation right, or other protection that cannot lawfully be excluded or limited under applicable law. Where applicable law provides a consumer with rights that conflict with this Policy, the mandatory legal right will prevail to the extent of the conflict.

No oral statement, chat message, social-media response, courier communication or informal customer-support assurance shall modify this Policy unless expressly confirmed in writing by an authorized representative of 24tales.

 

2. Eligibility for Returns & Exchanges

Subject to the conditions in this Policy, eligible products may be returned or exchanged within 3 days from the date of delivery.

To qualify, the product must:

  • Be unused and unworn.
  • Be unwashed and unaltered.
  • Be free from makeup, perfume, deodorant, stains, odours, pet hair, smoke, or other marks.
  • Have all original tags, labels, hygiene seals, and accessories attached and intact.
  • Be returned in its original packaging where reasonably possible.
  • Not have been damaged after delivery due to customer handling, misuse, improper washing, alteration, or storage.
  • Be accompanied by the applicable order information or other reasonable proof of purchase.
  • Comply with any additional product-specific requirements stated on the product page or at checkout.

We reserve the right to inspect returned products before approving a return or exchange. If the product shows signs of use, wear, washing, perfume, deodorant, stains, makeup marks, damage, alteration, missing tags, missing packaging, incorrect product return or any other condition inconsistent with this Policy, the return/exchange request shall be denied.

 

3. Return Window

The standard return period is 3 days from the date the order is delivered to you.

The return period begins on the date shown by the applicable delivery carrier or our delivery records as the date of delivery.

If an order is delivered in multiple shipments, the return period for each product will ordinarily begin when that particular product is delivered.

Requests submitted after the applicable return period may be rejected unless:

  • Applicable law requires otherwise;
  • We expressly approve an exception; or
  • The product is defective, damaged, incorrect, or otherwise subject to a separate legal remedy.

Submitting a return request does not automatically constitute approval. The product must satisfy the applicable eligibility requirements.

 

4. Non-Returnable / Non-Exchangeable Items

The following items are not eligible for return or exchange:

  • Items purchased during sales, discounts, or clearance.
  • Products damaged due to misuse or improper handling.
  • Before purchasing a discounted item, please check the conditions displayed on the product page or communicated during the promotion.

 

5. Exchange Policy

For exchanges, the original product must meet all return-condition requirements.

Customers should select their size carefully before ordering and may consult our size chart where provided.

An exchange request does not guarantee that the desired size will remain available.

If the requested size becomes unavailable before the exchange is processed, we may offer another available remedy permitted under this Policy.

 

  • Exchanges are allowed once per order.
  • You may exchange for a different size of the same product.
  • Exchanges are subject to stock availability.
  • If the requested size/product is unavailable, you may return the item, and we will issue a refund or store credit.
  • An exchange is not confirmed until we approve the request and confirm availability.

 

6. Return Policy

  • We do not offer cash refunds.
  • Approved returns will be issued as store credit.
  • Store credit can be used for any future purchase on our website.
  • Items bought with store credit cannot be returned.

 

7. Defective or Damaged Products

We take quality control seriously.

If you receive an item that appears to be defective or damaged, please contact us within 24 hours of delivery.

To qualify and be accepted for a return or exchange, an unboxing video is mandatory to claim any damage to the products purchased. Without providing a full video proof (from opening of the package till the end without any edits, cuts, filters or AI manipulations), the return request shall be declined immediately.

Examples may include:

  • Significant stitching defects.
  • Broken zippers or closures.
  • Fabric damage that was present upon delivery.
  • Incorrect construction.
  • Significant manufacturing defects.
  • A product that is materially different from the product ordered.

Do not wash, alter, repair, or otherwise use a potentially defective product before contacting us, as doing so may affect our ability to assess the issue.

If our team determines that the issue is a manufacturing defect or damage that occurred before delivery, we may provide a replacement, exchange, repair, store credit, or refund, as applicable.

Normal wear and tear, accidental damage, improper washing, improper storage, fading caused by use, or damage caused after delivery is generally not considered a manufacturing defect.

 

8. Incorrect Item Received

If you receive an item that is different from the one you ordered, please contact us promptly.

Please provide:

  • Your order number.
  • A photograph of the item received.
  • A photograph of the product label/tag.
  • Any other information requested by our customer service team.

After verification, we will provide instructions for returning the incorrect item and, where applicable, arrange the correct item to be sent to you.

Where the error is attributable to us, reasonable return and replacement shipping costs will be handled by us, subject to our verification process.

 

9. Missing Items

If your package arrives with an item missing from the order, contact us as soon as possible.

We may request photographs of:

  • The shipping package.
  • Shipping label.
  • Packaging materials.
  • Items received.
  • Invoice or packing slip.

We will investigate the shipment with our fulfilment and/or delivery partners and determine the appropriate resolution.

 

10. Shipping

Courier partner will make multiple delivery attempts. However, if the order is:

1.    Not accepted;

2.    Marked RTO due to customer unavailability;

3.    Incorrect address provided;

4.    Refused at doorstep;

A flat ₹100 reshipment fee will be applicable. Unless, the RTO happens due to courier partner.

 

11. Return Pickup

Where return pickup is available, we may arrange a pickup through our designated logistics partner.

Customers must ensure that the package is properly packed and ready for collection.

If a pickup fails because the customer is unavailable, the package is not ready, the address is incorrect, or another customer-controlled issue prevents collection, additional pickup attempts or charges may apply.

If pickup is unavailable in your location, we may provide instructions for self-shipping the item.

 

12. Self-Shipping Returns

If you are required to ship the product back to us yourself, use a reliable courier service and retain your shipping receipt and tracking information until your return has been fully processed.

We are not responsible for items lost while being returned through a shipping service selected or arranged by the customer, unless required otherwise by applicable law.

 

13. Return Inspection

Once we receive the returned product, it will undergo a quality and eligibility inspection.

Our team may verify:

  • Product condition.
  • Tags and labels.
  • Packaging.
  • Signs of wear or use.
  • Stains, odors, makeup, perfume, or other contamination.
  • Washing or alteration.
  • Damage caused after delivery.
  • Product authenticity and order details.

Inspection does not necessarily occur immediately upon delivery of the returned package.

If the returned item does not satisfy the requirements of this policy, we may reject the return or exchange.

In such cases, the item may be shipped back to the customer at the customer's expense, where applicable.

 

14. Refunds

Approved refunds will be issued as store credit. Refund processing will be completed within 7–10 working days after:

  • the returned product is received by us
  • QC is completed;
  • the return is finally approved;
  • applicable deductions, if any, are calculated.

The refund timeline does not begin from the date of pickup, delivery attempt, return request creation or customer self-shipment. It begins only after product receipt and QC approval by us.

We shall not be responsible for delay caused by customer-side delay, courier delay, failed pickup, incorrect shipment, missing proof, missing tags, QC failure, payment/app/platform delay or incomplete information.

No cash refund, bank transfer, UPI refund, wallet refund, card refund or original-payment refund is available for customer-initiated returns, except where required by applicable law.

Unless otherwise required by applicable law, the refund may include the eligible amount paid for the returned product.

The following may be deducted or excluded where applicable and where permitted:

  • Original shipping charges.
  • Return shipping charges.
  • Pickup fees.
  • Applicable handling charges.
  • Non-refundable payment or transaction fees.
  • Other charges clearly disclosed at the time of purchase.

Any applicable deductions will be communicated or reflected in the refund calculation.

 

15. Store Credit

It may be issued in the form of a voucher, coupon code, wallet balance, or another electronic credit.

Store credit:

  • Is non expiring.
  • May be used toward eligible future purchases.
  • May not be redeemable for cash except where required by applicable law.
  • May be subject to the terms communicated when issued.
  • Can not be transferred to another account or person.

Store credit issued as a promotional benefit may have additional restrictions.

 

16. Buy-One-Get-One and Promotional Offers

If an order was placed using a bundle, Buy-One-Get-One, free-product, percentage discount, or other promotional offer, returning one item may affect the eligibility and value of the original promotion.

The refund amount may therefore be recalculated based on the terms of the promotion.

Any promotional item that was required to be returned as part of an eligible return must be returned in accordance with the instructions provided by our team.

If your order included a free promotional item or gift with purchase, the promotional item may need to be returned if you return the qualifying product.

If the promotional item is not returned when required, its value may be deducted from the refund, where permitted by applicable law.

 

17. Rejection of Return or Exchange Request

We may reject a return or exchange request if:

  • the request is raised after 3 days from delivery.
  • Wrong/damaged/defective product claim is raised after 24 hours from delivery.
  • The product is used, worn, washed, stained, damaged, altered or odour affected.
  • Tags, labels, invoice, packaging, accessories or free gifts are missing.
  • The product is final-sale, clearance or marked non-returnable/non-exchangeable on the product page.
  • The product returned is incorrect, fake, different or incomplete.
  • The request appears fraudulent, abusive, repetitive or inconsistent with this Policy.
  • The customer does not cooperate with verification, pickup, self-shipment or QC requirements.

 

18. Order Cancellation

If you wish to cancel an order, contact us as soon as possible at help@24tales.com.

We will attempt to accommodate cancellation requests received before the order is processed or shipped. Once an order has been processed or shipped, it may no longer be possible to cancel it, and you may need to follow our standard return procedure.

 

19. Customer Responsibility

The customer is responsible for:

  • Checking product details, size guide, fit notes and policy terms before placing an order.
  • Raising return/exchange requests within the applicable window.
  • Raising wrong, damaged or defective product claims within 24 hours of delivery.
  • Providing accurate order details and contact information.
  • Keeping the product unused, unwashed, tag-intact and safely packed.
  • Cooperating with pickup or self-shipment requirements.
  • Sharing images/videos and verification material where required.
  • Ensuring that the correct product is handed over or self-shipped.

We shall not be liable for rejection, delays, failed pickup, refund delay, exchange delay or loss caused by incomplete information, incorrect address, customer unavailability, wrong product handover, poor packaging, late request or non-cooperation by the customer.

20. Changes to This Policy

We may update this Return & Exchange Policy from time to time to reflect changes to our products, business practices, or applicable laws.

The version of the policy in effect at the time of your purchase will generally apply, subject to applicable legal requirements.

 

21. Governing Law and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable consumer-protection remedies, all disputes, claims, proceedings or legal actions arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of competent courts at New Delhi, India.

 

22. Contact Us

If you have questions about returns or exchanges, please contact:

E-mail: help@24tales.com

We’re happy to help with any questions regarding your order.

 

Thank you for shopping with 24tales.