Refund policy
# Return, Refund, Cancellation and Exchange Policy
Welcome to NeedleMesh. This Return, Refund, Cancellation and Exchange Policy explains the terms applicable to order cancellations, refunds, returns, and exchanges.
Customers are requested to review this policy carefully before placing an order.
## 1. Order Cancellation Policy
Orders may be cancelled only within the permitted cancellation period and before they are dispatched.
### Cancellation Window
Customers may request cancellation within **12 hours of placing the order**.
### Cancellation Before Dispatch
A full refund will be issued when:
* The cancellation request is submitted within 12 hours of placing the order; and
* The order has not yet been dispatched.
### Cancellation After Dispatch
Once an order has been dispatched, it cannot be cancelled.
The customer must accept the delivery and may request an exchange only if the product meets the eligibility conditions mentioned in this policy.
### Cancellation by NeedleMesh
NeedleMesh reserves the right to cancel an order due to circumstances including:
* Product unavailability;
* Payment verification failure;
* Incorrect pricing or product information;
* Delivery service limitations;
* Suspected fraudulent activity; or
* Any other situation preventing us from fulfilling the order.
If NeedleMesh cancels an order after payment has been received, the complete amount paid will be refunded to the original payment method.
## 2. Return and Exchange Policy
NeedleMesh follows an **exchange-only policy for delivered products**.
Once a product has been delivered, monetary refunds will not normally be provided. Eligible products may be exchanged in accordance with the conditions below.
All return or exchange requests must be submitted within **3 calendar days of delivery**.
## 3. Exchange for Incorrect Size Ordered
Customers are responsible for checking the size chart before placing an order.
If the customer orders an incorrect size, the product may be exchanged for another available size, subject to the following charges:
| Product Value | Size Exchange Fee |
| ------------- | ----------------- |
| Up to ₹999 | ₹150 |
| Above ₹999 | ₹250 |
The exchange fee covers reverse pickup and replacement delivery expenses.
No monetary refund will be provided when the customer has selected an incorrect size.
Size exchanges are subject to product and size availability. If the requested replacement size is unavailable, the customer may select another available product of equal or higher value. Any difference in price must be paid by the customer.
## 4. Damaged, Defective or Incorrect Products
A free exchange will be provided when the issue occurred due to an error on our part.
Eligible circumstances include:
* Torn, damaged, or defective fabric;
* Damaged embroidery or printing;
* Incorrect product delivered;
* Incorrect colour delivered;
* Incorrect size delivered compared with the confirmed order; or
* Missing product from the order.
The customer must contact NeedleMesh within **3 calendar days of delivery** and provide:
* Order number;
* Description of the issue;
* Clear photographs of the product;
* Photographs of the packaging and shipping label; and
* An unboxing video, where reasonably available.
After verification and approval, NeedleMesh will arrange the exchange without charging additional logistics fees.
## 5. Conditions for Exchange
To qualify for an exchange, the product must:
* Be unused, unworn, and unwashed;
* Be free from stains, odours, damage, or alterations;
* Have all original tags, labels, and packaging intact;
* Be returned with any accessories or complimentary items received; and
* Pass our quality inspection.
Products that do not meet these conditions may be returned to the customer without an exchange or refund.
## 6. Non-Exchangeable and Non-Returnable Products
The following products are not eligible for return or exchange:
* Customized or personalized products;
* Products made according to customer-provided measurements or instructions;
* Products that have been worn, washed, altered, or damaged after delivery;
* Products without their original tags or packaging;
* Products purchased during clearance or final-sale promotions, where clearly stated;
* Products for which the exchange request is submitted after 3 calendar days of delivery; and
* Products showing signs of misuse or improper handling.
This restriction does not apply when the customer receives a defective, damaged, or incorrect product.
## 7. High-Value Coupon and Promotional Orders
Orders placed using a coupon or promotional code providing a total discount of more than **₹500** will not normally be eligible for return, refund, or size exchange.
Customers are advised to verify the product, colour, design, and size carefully before placing an order using a high-value promotional code.
However, this restriction will not apply if:
* The product delivered is damaged or defective;
* NeedleMesh sends the wrong product, colour, or size; or
* A return, refund, or replacement is required under applicable consumer protection laws.
## 8. Refund Eligibility
Refunds may be provided only in the following circumstances:
* The order is cancelled within 12 hours and before dispatch;
* NeedleMesh cancels the order;
* The ordered product is unavailable and no suitable replacement can be offered;
* The order cannot be delivered due to reasons attributable to NeedleMesh or its delivery partner; or
* A refund is required under applicable law.
Refund requests must include the order number and a clear explanation of the reason for the request. NeedleMesh may request supporting documents, photographs, or other evidence before approving the refund.
## 9. Refund Processing Timeline
Approved refunds will be initiated to the original payment method within **5 to 7 business days**.
The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, payment provider, or card issuer.
Shipping charges, convenience fees, cash-on-delivery charges, and other non-refundable fees may be deducted unless the cancellation or return occurred due to an error by NeedleMesh.
## 10. Exchange Processing Timeline
Once the returned product is received, it will undergo a quality inspection.
After the exchange is approved, the replacement product will generally be dispatched and delivered within **7 to 10 business days**, depending on product availability and the delivery location.
## 11. Reverse Pickup
Reverse pickup may be arranged at eligible serviceable locations.
If reverse pickup is unavailable at the customer’s location, the customer may be required to send the product to the return address provided by NeedleMesh.
Customers should not ship a product without receiving confirmation and return instructions from our support team.
## 12. Delivery Refusal and Failed Delivery
If a customer refuses delivery without prior approval, or if delivery fails because of an incorrect address, unavailable recipient, or repeated unsuccessful delivery attempts, the order may not be eligible for a refund.
Additional delivery or return-to-origin charges may be deducted from any amount approved for refund.
## 13. Colour and Appearance Variations
Minor differences in colour, texture, embroidery placement, or product appearance may occur because of:
* Screen or display settings;
* Lighting conditions;
* Photography;
* Fabric characteristics; or
* Minor manufacturing variations.
Such reasonable variations will not be considered defects and will not qualify for a free exchange or refund.
## 14. How to Submit a Request
To request a cancellation, refund, or exchange, contact us at:
**Email:** [support@needlemesh.com](mailto:support@needlemesh.com)
**Support Hours:** Monday-Friday (9:00 Am - 6:00 Pm)
Please include:
* Customer name;
* Order number;
* Registered phone number or email address;
* Reason for the request;
* Preferred replacement size or product, where applicable; and
* Relevant photographs or videos.
Submitting a request does not automatically guarantee approval. Every request will be reviewed according to this policy.
## 15. Policy Rights
NeedleMesh reserves the right to reject requests that do not meet the conditions stated in this policy.
NeedleMesh may update this policy from time to time. The policy applicable on the date the order was placed will generally govern that order.
Nothing in this policy limits any rights available to customers under applicable Indian consumer protection laws.