Last updated: [28 Sep 2026]

At Alwara, every piece is made with care, and we want you to love what you receive. If something isn't right, this policy explains how returns, exchanges, and refunds work for orders placed on [www.alwara.com] (the "Site"). This policy forms part of our [Terms and Conditions] and should be read alongside our [Payment Policy] and [Shipping Policy].

1. Return and Exchange Window

- You may request a return or exchange within *[7] days of delivery*.
- Requests made after this period cannot be accepted, except for defective, damaged, or incorrect items reported as described in Section 4.

2. Eligibility for Returns and Exchanges

To be eligible, the item must be:

- Unused, unwashed, and unaltered, in the same condition in which it was received.
- Returned with all original tags, labels, and packaging intact, including any dust bags, boxes, or accessories that came with it.
- Free of any stains, perfume, makeup, deodorant marks, or odours.

Items that do not meet these conditions will fail our quality check and will be sent back to you (see Section 7).

3. Non-Returnable Items

The following items cannot be returned or exchanged, except where they are defective, damaged, or incorrect:

- Made-to-order, customised, or made-to-measure pieces, including any item altered to your measurements.
- Items purchased during [final sale / clearance events] and marked as "Final Sale" on the product page.
- Jewellery, masks, innerwear, and lingerie, for hygiene reasons.
- Gift cards.
- Items purchased with a complimentary product or gift, unless the complimentary item is also returned.

4. Defective, Damaged, or Incorrect Items

If you receive a product that is defective, damaged in transit, or different from what you ordered:

- Please inform us within [48 hours] of delivery at [support@alwara.com] or on WhatsApp at [+91 XXXXX XXXXX].
- Share your order number, a short description of the issue, and clear photographs of the product, the packaging, and the shipping label. An unboxing video helps us resolve the issue faster.
- Once verified, we will arrange a free reverse pickup and offer you a *replacement, exchange, or full refund*, including any shipping and COD charges paid.

This applies to all items, including made-to-order pieces and Final Sale items, in line with the Consumer Protection (E-Commerce) Rules, 2020.

5. How to Request a Return or Exchange

1. Visit our [Returns Portal link] and enter your order number and registered e-mail address or phone number. You can also write to [support@alwara.com].
2. Select the item(s), the reason for return, and whether you would like an exchange, store credit, or refund.
3. Once your request is approved, we will schedule a reverse pickup from your delivery address within *[2–4] working days*.
4. Pack the item securely in its original packaging, with all tags attached, and hand it over to our courier partner. Please keep the pickup receipt until your return is processed.

Unserviceable pincodes: if reverse pickup is not available at your pincode, we will ask you to self-ship the item to the address below. We will reimburse shipping costs of up to *₹[amount]* as store credit once the return passes our quality check.

Return address: [Warehouse / Studio Address], New Delhi – [PIN], India

6. Exchanges

- Exchanges are available for a different size of the same product, subject to stock availability.
- If your preferred size is unavailable, you may choose store credit or a refund instead.
- If you would like a different product, we recommend choosing store credit and placing a new order, so you can shop the full collection.
- Each order is eligible for [one] exchange per item.
- The exchanged item will be dispatched once the original item reaches us and passes our quality check.

7. Quality Check

- All returned items go through a quality check within [2–3] working days of reaching our warehouse.
- If an item fails the quality check, we will share the reason and photographs with you, and ship the item back to you. Return shipping charges for rejected items [may be charged / will be borne by us].

8. Refunds

Once your return passes our quality check, your refund will be processed as follows:

- Store credit (recommended): issued within 24 hours of approval to your Alwara account, valid for [12 months] and usable on any product on the Site.
- Prepaid orders: refunded to the original payment method within [5–7] working days of approval. The time taken for the amount to reflect in your account depends on your bank or payment provider.
- Cash on Delivery orders: refunded to your bank account or UPI ID within [5–7] working days of approval. We will ask for these details over e-mail or through the Returns Portal. We never ask for OTPs, PINs, or passwords.

Deductions

- Original shipping charges and COD fees are *[non-refundable / refundable]*, except for defective, damaged, or incorrect items, where they are refunded in full.
- A reverse pickup fee of *₹[amount]* is deducted from refunds to the original payment method. [No fee applies to exchanges or store credit.]
- If you used a coupon or discount, the refund will be based on the amount you actually paid for the item.

You will receive an e-mail or SMS/WhatsApp confirmation once your refund or store credit has been issued.

9. Order Cancellations

- You may cancel your order before it is dispatched by writing to [support@alwara.com] or messaging us on WhatsApp. Prepaid orders cancelled before dispatch receive a full refund to the original payment method.
- Once an order has been dispatched, it cannot be cancelled, but you may request a return after delivery under this policy.
- Made-to-order and customised pieces cannot be cancelled once production has started.
- If we cancel your order for any reason, including stock unavailability or a pricing error, you will receive a full refund. We do not charge cancellation fees.

10. Refused or Undelivered Orders

- If a prepaid order is refused at delivery or returned to us because the address was incorrect or you were unavailable after multiple delivery attempts, we will refund the order value minus shipping charges of ₹[amount].
- We may restrict Cash on Delivery for customers with repeated refused or undelivered COD orders.

11. International Orders

- International orders are eligible only for [store credit / exchange] within [10] days of delivery.
- Customers are responsible for return shipping costs, and customs duties or taxes paid on delivery are non-refundable.
- Defective, damaged, or incorrect items will be handled as described in Section 4, and we will cover the return shipping.