Return, Exchange & Refund Policy
1. Introduction
This Return, Exchange & Refund Policy (“Policy”) is issued by Panjabipassions (“we”, “us”, “our”, “Panjabipassions”, “Seller”) in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws governing the sale of goods online. It sets out the circumstances in which a return, exchange, replacement or refund may be requested by a customer who purchases products through www.panjabipassions.com (“Platform”).
By placing an order on the Platform, you agree to be bound by this Policy, in addition to our Terms of Use and Privacy Policy. Nothing in this Policy limits or restricts any right or remedy available to you under applicable Indian consumer protection law, and in the event of any conflict, the statutory provision shall prevail.
2. Return, Replacement and Refund Eligibility
A product is eligible for return, replacement or refund only where:
- It was delivered in a physically damaged condition;
- An incorrect product, size, colour or item was delivered;
- An item listed in the order was missing from the package; or
- The product has a verified manufacturing defect.
All requests are subject to verification by Panjabipassions in accordance with this Policy.
3. Products Not Eligible for Return or Exchange
The following are not eligible for return, exchange or refund, unless found defective or incorrectly supplied on verification:
- Products purchased under clearance, closeout or a marked “final sale”;
- Customised, personalised, made-to-measure or altered products;
- Products that have been stitched, tailored or otherwise modified at the customer’s request;
- Products without their original tags, labels or packaging;
- Products that have been worn, used, washed, ironed, perfumed or dry-cleaned;
- Products bearing stains, odours or damage caused after delivery;
- Gift cards, e-vouchers or promotional codes, where issued.
Minor variations in colour, weave, embroidery, print placement or texture that are inherent to handloom or handcrafted products do not constitute a defect and are not grounds for return, exchange or refund under Section 4 below.
4. Colour, Handloom and Handcraft Variation
Customers acknowledge and agree that:
- Product colours may appear different from the actual product owing to photography, screen calibration,
resolution or device display settings;
- Handmade and handwoven products, including Assamese Mekhela Chador and similar items, are subject to
natural variation in weave, motif, texture or shade as an inherent characteristic of handcrafted production;
- Such variation is not treated as a manufacturing defect for the purposes of this Policy.
5. Time Limit for Raising a Claim
To enable prompt verification, customers should notify Panjabipassions within 12 hours of delivery for any claim relating to a damaged, incorrect or defective product, or a missing item, using the contact details in Section 17. Requests raised after this window may not be processed under this Policy, save where a longer period is required by applicable law. This internal timeline is a service-level commitment for raising a claim with us directly.
6. Evidence Required to Support a Claim
To assess a claim, customers are requested to provide:
- The order number and date of delivery;
- Clear photographs of the product showing the issue;
- Photographs of the outer packaging and shipping label;
- An unedited unboxing video, where available, showing the sealed package being opened; and
- A brief written description of the issue.
We will assess each claim on the totality of the evidence reasonably available. The absence of an unboxing video alone will not be treated as sufficient ground to reject an otherwise credible and adequately evidenced claim.
7. Return Approval Process
On receiving a request, Panjabipassions will:
- Acknowledge the request and review the evidence submitted;
- Contact the customer if further information or clarification is required;
- Communicate approval or rejection of the request, with reasons where the request is rejected;
- Where approved, arrange reverse pickup or share return instructions, as applicable.
Approval of a return request is provisional and does not by itself guarantee a refund; the returned product remains subject to inspection on receipt.
8. Condition of Returned Products
Where a return is approved, the product must be returned:
- Unused, unworn and in its original saleable condition;
- Unwashed and unaltered;
- With all original tags, labels, invoices and packaging intact;
- Together with any complimentary or bundled items received with the order.
A product that does not meet these conditions on inspection may be sent back to the customer without a refund or exchange, and the customer will be informed of the reason.
9. Exchange Policy
Where approved and subject to stock availability, Panjabipassions may offer:
- Exchange for the same product in an available alternate size (applicable to Kurtas for men);
- Replacement of the same product where the original was damaged or defective;
- Exchange for another product of equal or higher value, with the customer paying any price difference, subject to
approval.
10. Refund Policy
Where a refund is approved:
- It will ordinarily be credited to the original payment method used for the purchase, or, where that is not possible,
to a bank account or UPI ID provided by the customer;
- Processing will ordinarily be completed within 7-10 business days of approval, subject to timelines followed by
the relevant bank, card network or payment gateway;
- A GST credit note, where applicable, will be issued for the returned goods;
- Shipping charges, Cash on Delivery (COD) handling charges and payment gateway convenience fees are non-
refundable, except where required by law or where the error giving rise to the return is attributable to Panjabipassions.
11. Order Cancellation
Orders may generally be cancelled by the customer free of charge before dispatch, through the Platform or by contacting customer care.
Once an order has been dispatched, it cannot ordinarily be cancelled by the customer and will thereafter be governed by this Policy. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, no cancellation charge will be levied on a customer where Panjabipassions cancels a confirmed order without a valid reason attributable to the customer.
12. Refusal of Return
Panjabipassions may decline a return request where, on reasonable assessment:
- The product shows signs of use, wear or alteration;
- Original tags, labels or packaging are missing;
- The product falls within the exclusions in Section 3 or 4;
- False, incomplete or misleading information or evidence has been provided;
- The claim otherwise appears fraudulent or abusive.
Any refusal will be communicated to the customer with reasons, and the customer retains the right to escalate the matter as set out in Sections 15 and 16.
13. Fraud and Misuse Prevention
To protect genuine customers and maintain fair practice, Panjabipassions reserves the right to reject claims found to be fraudulent, to limit or decline future returns from customers who repeatedly misuse the return process, to suspend or close accounts involved in confirmed fraudulent activity, and to pursue lawful remedies where warranted, always in a manner proportionate to the conduct concerned.
14. Limitation of Liability
Panjabipassions’ liability in respect of an approved claim is limited, at our option, to replacement of the product, exchange of the product, or refund of the price paid for the product. To the extent permitted by law, Panjabipassions is not liable for indirect, incidental or consequential loss arising from the purchase or use of any product. Nothing in this clause excludes or limits liability that cannot lawfully be excluded or limited.
15. Grievance Redressal Mechanism
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Panjabipassions has appointed a Grievance Officer to address customer grievances relating to this Policy, including returns, exchanges and refunds:
- Name / Designation: SANDIP MALAKAR
- Address: 150,HALTU SCHOOL LANE,KOLKATA – 700078
- Email: support@panjabipassions.com
- Contact number: 9163097495
- Working hours: 8:00 am to 8:00 pm, Monday to Saturday
The Grievance Officer will acknowledge a written grievance within 48 hours of receipt and endeavour to redress it within one month from the date of receipt, in line with the timelines prescribed under the above Rules.
16. Governing Law and Jurisdiction
This Policy is governed by the laws of India. All dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts at Kolkata, West Bengal.
17. Amendment of this Policy
Panjabipassions may revise this Policy from time to time to reflect changes in law, business practice or operational requirements. The revised Policy will take effect on the date it is posted on the Platform and will apply prospectively to orders placed thereafter.
19. Contact Us
For any return, exchange or refund request, please contact:
- Panjabipassions
- Customer care number: 9163097495
- Email: support@panjabipassions.com
- Business hours: 8:00 am – 8:00 pm