Return, Refund, Exchange & Cancellation Policy

Effective Date: 21st Sep 2026

At Clothes by Gupta, we want you to shop with confidence. As an online fashion retailer, we carefully inspect and pack products before dispatch. At the same time, we understand that there may be genuine situations where a product needs to be returned, refunded, or exchanged.

This policy explains the conditions and process applicable to returns, refunds, exchanges and order cancellations for purchases made through clothesbygupta.com.

Please read this policy carefully before placing an order.

1. Important: Product-Specific Return Eligibility

Not every product available on Clothes by Gupta is eligible for return, refund or exchange.

Where applicable, a product's return/exchange eligibility will be indicated on the:

• Product page
• Product description
• Order confirmation
• Invoice or other order-related communication

Products specifically marked as eligible for return/exchange may be returned or exchanged subject to the conditions in this policy.

Products marked non-returnable, non-exchangeable or final sale will generally not be accepted for return or exchange, except where applicable consumer rights require otherwise.

2. Return Eligibility

To be eligible for a return, the product must generally:

• Be unused and unworn.
• Not have been washed, dry-cleaned or otherwise laundered.
• Not have been altered, stitched, resized, dyed or customised after delivery.
• Be free from stains, makeup, perfume, deodorant, body odour, damage or any other signs of use.
• Have all original tags, labels and accessories attached and intact.
• Be returned in its original or appropriate packaging.
• Be accompanied by the relevant order details or proof of purchase.
• Meet the return conditions and timeframe communicated for that particular product.

Clothes by Gupta reserves the right to inspect the returned product before approving a return, exchange or refund.

A return may be rejected where the product shows signs of use, washing, alteration, damage or any condition that makes it unsuitable for resale, subject to applicable law.

3. Return Window

Eligible products must be requested for return within the return period specified on the relevant product page or order communication.

Return Window: [INSERT NUMBER OF DAYS] days from the date of delivery.

Once the applicable return period has expired, a return request may not be accepted unless otherwise required under applicable law.

The return period may vary for certain products, promotions or special collections. Customers should therefore check the product-specific return information before placing an order.

4. Products That May Not Be Eligible for Return or Exchange

Unless specifically stated otherwise, the following types of orders/products may not be eligible for return or exchange:

• Products specifically marked as non-returnable or final sale.
• Stitched, altered or customised products.
• Products customised according to customer measurements or instructions.
• Products that have been worn, washed, dry-cleaned or used.
• Products with removed, damaged or missing tags/labels.
• Products damaged after delivery due to customer handling.
• Products returned without the required original components, accessories or packaging where applicable.
• Products affected by stains, perfume, makeup, deodorant or other signs of use.
• Products that have been modified, repaired or altered by the customer or a third party.
• Products returned after the applicable return period.

This list is not intended to limit any rights that cannot legally be excluded.

5. Wrong, Damaged, Defective, Missing or Tampered Orders

If you receive:

• A wrong product
• A visibly damaged product
• A defective product
• A missing item
• An incomplete order
• A package that appears tampered with

Please contact us as soon as possible after delivery.

Mandatory Unboxing Video Requirement

For damage, defect, wrong-item, missing-item or package-tampering claims, customers are strongly required to maintain a continuous, end-to-end unboxing video as evidence.

The video should:

1. Begin before opening the package.
2. Clearly show the sealed package and shipping label.
3. Show all sides of the package where reasonably possible.
4. Show the package being opened on camera.
5. Clearly capture the product and all contents received.
6. Continue without cuts, pauses or editing.
7. Keep the package and contents visible throughout the opening process.

Clothes by Gupta may request the original unboxing video, photographs, packaging details, shipping label and other information necessary to investigate a claim.

A sticker or notice may also be placed on applicable packages reminding customers of this requirement.

The unboxing video requirement is intended to help establish the condition and contents of the package at the time of opening and to protect both customers and the business against delivery-related disputes.

This requirement does not limit any rights available to customers under applicable law.

6. How to Request a Return

To request a return, contact us at:

Email: support@clothesbygupta.com

Phone / WhatsApp: +91 62396 25382

Please provide:

• Order number
• Customer name
• Registered mobile number
• Product name
• Reason for return
• Photographs/videos where relevant
• Unboxing video where relevant
• Any other information reasonably requested by our support team

Our team will review the request and inform you whether the product qualifies for return.

Submitting a return request does not automatically mean that the return has been approved.

7. Return Approval and Product Inspection

Once a return request is received, Clothes by Gupta may review the information and, where applicable, arrange for the product to be returned.

Returned products may be inspected for:

• Usage
• Washing
• Alteration
• Stitching
• Damage
• Stains
• Missing or damaged tags
• Missing accessories
• Packaging condition
• Signs of wear
• Any other condition inconsistent with the return requirements

A refund or exchange will be processed only after the return is approved in accordance with this policy.

8. Return Shipping / Pickup

Where a return is approved, the method of return or pickup will be communicated by our support team.

Depending on the reason for the return and the applicable product policy:

• Return shipping may be arranged by Clothes by Gupta.
• The customer may be required to ship the product back.
• Applicable return shipping charges may be deducted from the refund where permitted and communicated in advance.
• For customer-preference returns, applicable shipping or handling charges may be the customer's responsibility.
• For genuine wrong, damaged or defective-product cases attributable to us or the delivery process, we will assess the appropriate resolution based on the circumstances.

9. Refund Policy

If a return is approved and a refund is applicable, the refund will generally be issued to the original payment method/source used for the order.

We do not ordinarily provide cash refunds for online orders.

The refund amount may depend on:

• Product eligibility
• Reason for return
• Condition of the returned product
• Applicable shipping/return charges
• Promotional discounts
• Coupons or offers
• Any other applicable terms communicated at the time of purchase

Where applicable, refunds will be processed after the returned product has been received and inspected.

The time taken for the refunded amount to appear in the customer's account may depend on the payment gateway, bank or financial institution.

10. Cancellation Before Shipment

Customers may request cancellation of an order before the order has been shipped/dispatched.

Where cancellation is successfully accepted before shipment:

100% of the eligible order amount will be refunded to the original payment method, subject to applicable payment processing circumstances.

Customers should contact us as soon as possible if they wish to cancel an order.

Cancellation requests cannot be guaranteed once an order has entered the packing, dispatch or shipping process.

11. Cancellation After Shipment

Once an order has been shipped, it may no longer be possible to cancel it through our system.

If a customer refuses delivery or requests return-to-origin (RTO) after dispatch, the order may be treated as a post-shipment cancellation/return situation.

Where legally permissible and applicable, the customer may be responsible for costs actually incurred in connection with the order, such as:

• Shipping charges
• Return-to-origin charges
• Packaging or handling charges
• Other applicable logistics costs

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

12. Return-to-Origin (RTO)

An order may be returned to us by the courier because of circumstances such as:

• Customer unavailable after delivery attempts
• Incorrect or incomplete address
• Incorrect PIN code
• Customer refusal to accept delivery
• Customer requesting the courier to return the parcel
• Non-serviceable destination
• Failure to respond to courier delivery communications
• Other delivery-related circumstances attributable to the customer

If an order is returned to Clothes by Gupta due to customer-related circumstances, any refund will be processed in accordance with this policy and applicable law.

Applicable shipping/RTO costs may be deducted where legally permissible.

13. Exchange Policy

Exchange is available only for products specifically marked as exchange-eligible and subject to availability.

An exchange request must satisfy the applicable eligibility requirements, including:

• Product must be unused and unworn.
• Product must not be washed or altered.
• Original tags/labels must remain attached and intact.
• Product must be returned within the applicable exchange period.
• Product must pass our inspection.
• The requested replacement product/size must be available.

An exchange is not guaranteed merely because a request is submitted.

If the requested replacement is unavailable, we may offer another available resolution in accordance with the applicable product policy and law.

14. Size or Preference-Based Exchanges

Where size exchange is offered for a particular product, the exchange will be subject to:

• Product availability
• Applicable exchange window
• Product condition
• Original tags and packaging
• Any product-specific exchange restrictions

Change-of-mind, colour preference, design preference or similar requests will only be accepted where the relevant product is specifically marked as eligible for such return/exchange.

15. Colour, Fabric and Appearance Variations

Fashion and textile products may have minor variations in:

• Colour
• Texture
• Weave
• Print placement
• Embroidery
• Finish
• Pattern alignment

Actual colours may also appear slightly different depending on the customer's device screen, display settings, photography and lighting conditions.

Minor variations that are consistent with the nature of the product will not necessarily constitute a defect.

16. Stitched and Customised Products

Products that are stitched, altered, resized or customised according to customer instructions or measurements are generally not eligible for return or exchange, unless otherwise stated or required under applicable law.

Customers are responsible for providing accurate measurements and instructions where customisation is requested.

17. Promotional, Discounted and Special-Sale Products

Products purchased during special promotions, clearance sales, festive offers or other discounted campaigns may have different return/exchange conditions.

The applicable terms will be communicated on the product page, promotional material or order confirmation.

Customers should review these conditions before completing the purchase.

18. No Unauthorised Returns

Customers should not send products back to us without first contacting our support team and receiving return instructions.

Unauthorised or incorrectly addressed returns may experience delays and may not be processed until the order can be properly identified and verified.

19. Fraud Prevention and Disputed Claims

Clothes by Gupta reserves the right to investigate suspicious, repeated or potentially fraudulent return, refund or exchange requests.

This may include situations involving:

• Repeated claims for missing or damaged products
• Empty-package claims
• Product substitution
• Used or worn products being returned
• Missing or replaced tags
• Altered products
• False or misleading information
• Repeated RTO/refusal patterns
• Manipulated photographs or videos
• Any other activity reasonably indicating misuse of the return/refund process

Where appropriate and legally permissible, we may restrict or decline further transactions or requests and may take appropriate action.

Nothing in this section is intended to exclude any rights or remedies available to customers under applicable law.

20. Refunds for Failed, Cancelled or Unfulfilled Orders

If an order is cancelled by Clothes by Gupta because the product is unavailable, an order cannot be fulfilled, or for another reason attributable to us, the applicable amount paid by the customer will be refunded to the original payment method, subject to applicable payment-processing circumstances.

If an order fails due to a payment issue and no successful payment is received by us, no refund will be due from Clothes by Gupta.

21. Payment Gateway and Bank Processing Time

Once a refund is initiated by Clothes by Gupta, the actual credit time may vary depending on:

• Payment gateway
• Bank
• Card issuer
• UPI provider
• Other payment service provider

Clothes by Gupta cannot control the processing time of a customer's bank or payment provider after a refund has been successfully initiated.

22. Consumer Rights

This policy is intended to provide clear procedures for returns, refunds, exchanges and cancellations.

Nothing in this policy is intended to take away or unlawfully restrict any mandatory rights or remedies available to consumers under applicable Indian law.

Where applicable law provides a customer with a right that differs from this policy, the applicable legal requirement will prevail to the extent required.

23. Policy Updates

Clothes by Gupta may update this policy from time to time to reflect changes in:

• Products
• Business operations
• Payment systems
• Logistics arrangements
• Technology
• Applicable laws and regulations

The latest version published on this website will apply to orders placed after the effective date of the updated policy, subject to applicable law.

24. Contact Us

For return, refund, exchange or cancellation assistance:

Clothes by Gupta
Gupta Cloth House
SCO 1, Royale Estate, Market,
Ambala–Chandigarh Expressway,
Zirakpur, Punjab – 140603, India

Email: support@clothesbygupta.com

Phone / WhatsApp: +91 62396 25382

Support Hours: 11:00 AM–8:00 PM, all days

Grievance Officer

Anil Gupta

Proprietor, Gupta Cloth House

For unresolved grievances, customers may contact the Grievance Officer using the contact details above.