Return, Refund & Exchange Policy

🔁 Return, Refund & Exchange Policy – Custom Vastra

At Custom Vastra, every product is made with care and printed especially for you. Our goal is to ensure that you receive exactly what you ordered and love your purchase.
This policy explains how we handle returns, refunds, exchanges, and cancellations in a simple and transparent way.

📦 Order Processing & Delivery Timeline

  • Order Processing (Printing): 1–2 working days
  • Delivery Timeline: 5–7 working days (from order confirmation)

As all our products are print-on-demand, production starts shortly after order confirmation.

❌ Order Cancellation Policy

We understand that sometimes plans change, so we offer a short and fair cancellation window.

Cancellation Window:

  • Orders can be cancelled within 2 hours of placing the order
  • Cancellation is available only for orders placed directly through our website

How to Cancel an Order:

  1. Log in to your Custom Vastra account
  2. Go to My Orders
  3. Click on the Cancel Order button (available for 2 hours only)

Once the product goes into printing, cancellation is no longer possible.

Important Note:

  • Customized orders approved via WhatsApp are not eligible for cancellation, as they are printed only after final customer approval.

🔄 Easy Exchange Promise (2 Days)

We offer a 2-day easy exchange window from the date of delivery for genuine cases, ensuring peace of mind while shopping with us.

Exchange is Available If:

  • Product is damaged or defective
  • Wrong size received (different from ordered)
  • Wrong design delivered (not matching the approved order)

How to Raise an Exchange Request:

  • Contact us within 48 hours of delivery
  • Share:
    • A clear unboxing video
    • Images clearly showing the issue and original packaging

This process helps us verify the issue quickly and resolve it fairly.

💰 Refund Policy

Predesigned (Ready-to-Wear) Products:

  • Refunds are processed only if exchange is not possible
  • Refund is initiated after verification of the issue
  • Refund amount is credited back to the original payment method

Customized Products:

  • As these products are made specially for you, refunds are not applicable due to personalization
  • However, we fully support exchanges in genuine cases listed above

We always aim for a fair resolution that keeps our customers satisfied.

💳 Payment-Specific Conditions

1. 100% Full Prepaid Orders (10% OFF):

  • Amount is non-refundable after production starts
  • Eligible for exchange in genuine cases only

2. 50% Prepaid + COD Orders:

  • ₹50 COD handling charges apply
  • If delivery fails due to customer unavailability or refusal:
    • Prepaid amount and COD charges are non-refundable
    • Re-shipping costs must be borne by the customer
  • Exchange is available for genuine issues as mentioned above

🚫 Cases Not Covered Under Exchange / Refund

To maintain fairness, the following are not covered:

  • Wrong size ordered by the customer
  • Design errors approved by the customer
  • Minor colour variations due to screen or printing process
  • Damage caused after delivery

🚚 Non-Delivery or Lost-in-Transit Orders

  • If an order is marked as lost in transit, we will initiate a refund or replacement after confirmation
  • We work closely with our logistics partners to resolve such cases quickly

💵 COD & Online Payments

  • Predesigned products: COD and Online payments available
  • Customized products: Payment options vary based on customization type and approval process

📞 How to Contact Us

For any return, exchange, or refund-related concerns, reach out to us:

📱 WhatsApp: +91 9351304448
📧 Email: contact@customvastra.com

Please contact us within 48 hours of delivery for faster resolution.

❤️ Our Commitment to You

At Custom Vastra, we believe in:

  • Transparent policies
  • Honest communication
  • Fair resolutions

Every policy is designed to protect your interests while maintaining quality and customization integrity.