Returns & Exchanges
We stand behind the quality of every piece. Here's how returns, refunds, and exchanges work.
Initiate Within 24 Hours
Return requests must be communicated to us with photos within 24 hours of delivery.
Refunds & Exchanges
Full refunds to your original payment method are supported. Exchanges are available for product deformity or wrong size received.
Return Policy
We accept returns for unused products — for example, if the size you received doesn't fit or the product arrived in a deformed condition. Returns are covered within a 7-day window from the date of delivery, provided the request is initiated within 24 hours of receiving the order.
Upon receipt and inspection of the returned item, you may choose a full refund to your original payment method or an exchange. We do not issue credit notes.
Return requests submitted after 24 hours of delivery will not be accepted.
How to initiate a return:
- 1Contact us within 24 hours of delivery via WhatsApp at +91 92840 18487 (10:00 AM – 8:00 PM, all days of the week).
- 2Attach clear photos of the product showing the issue.
- 3Wait for our confirmation before dispatching the item.
- 4Pack the product carefully and ship it back via a reliable courier service at your cost.
Once we receive the product in its original, undamaged condition, we will process your refund or exchange within 3–5 working days.
When Can I Request an Exchange?
Exchanges are designated for the following cases:
- Product deformity — the item arrived damaged or with a manufacturing defect.
- Wrong size received — you received a size different from what you ordered.
For all other return scenarios, a full refund to your original payment method will be processed after we receive and inspect the item.
Damaged Product During Shipping
We take the utmost care while packing every order. In the rare event that a product is damaged during transit, here's what to do:
- Record an unboxing video when you open the package.
- Photograph the tampered outer packaging and the inner jacket along with the product.
- Share these with our team on WhatsApp at +91 92840 18487 within 24 hours of receiving the order.
- Send the damaged product back to us within 7 days of our confirmation.
Once the damaged product is received, you may choose a replacement or a full refund to your original payment method. We do not issue credit notes.
Note: Products sent back without prior consent from the Gahenaz team will not be considered for replacement or refund.
Not Eligible for Return or Exchange
- Customised or personalised products — these are made to order and cannot be returned.
- Products damaged during trials or use after purchase.
- Products returned without prior consent from the Gahenaz team.
- Products received after the 24-hour initiation window has elapsed.
When Will I Receive My Refund or Exchange?
Once the returned item reaches our centre in Kolkata, we process refunds or dispatch replacements within 3–5 working days. Replacement shipments typically arrive within 7–10 working days for domestic orders. Refunds to your original payment method are credited within 5–7 working days depending on your bank. We will notify you at every step.