Refund, Return & Exchange Policy – Vastranand
At Vastranand, we believe in satisfying and delighting our customers. Every product we sell is carefully curated to offer the best quality at the best possible price. Our policy is designed to be transparent, fair, and customer-friendly, while also maintaining hygiene, safety, and operational standards.
We sincerely hope you never need to use this policy; however, in unforeseen circumstances, we are here to guide you.
1. Important Definitions
Sale / Clearance Items: Products sold at a reduced price
Non-Sale (Fresh) Items: Products sold at full price
2. Cosmetics & Jewellery – No Return / No Exchange (STRICT)
Due to hygiene, safety, and tamper-sensitive reasons, the following categories are STRICTLY NON-RETURNABLE AND NON-EXCHANGEABLE:
All Cosmetic / Beauty Products (skincare, serums, creams, sunscreen, makeup, etc.)
All Jewellery Products (silver, lab-grown, imitation, fashion jewellery, etc.)
🚫 Once delivered, these products cannot be returned, exchanged, refunded, or converted to wallet credit, even if unused or unopened.
3. Item Received in Damaged Condition / Manufacturing Defect / Wrong Item
If you receive a damaged product, manufacturing defect, or wrong item, please follow the steps below:
How to Raise a Request
- Fill Form https://vastranand.com/admin/return-exchange within 48 hours of delivery
Email return@vastranand.com within 48 hours of delivery
Share:
Order number
Clear product photos
Mandatory unboxing video (from sealed package to opening)
❗ Requests via Instagram, Facebook, WhatsApp chat, or phone calls will not be accepted.
Resolution
Replacement of the product OR
Full refund (as applicable)
Important Notes
Clearance / sale items are final and non-exchangeable
All products are quality-checked before dispatch, however manual errors may occur
₹150 operational & processing fee is deducted per returned item
COD charges are non-refundable
Customized items (Pico Fall, Blouse Stitching, Lehenga Stitching) are non-returnable & non-exchangeable
4. Refund Processing – Mandatory Instructions
Refunds to PhonePe / Google Pay (GPay) / UPI / Bank Account will be processed ONLY IF the request is sent from the same registered email ID and mobile number used while placing the order, along with the correct order number.
❗ Requests from any other email ID, phone number, or without complete order details will NOT be accepted.
5. Refund Timeline (Non-Negotiable)
Refund initiation begins 2–3 working days after the returned shipment is received at our warehouse
Bank and payment gateway processing may take additional time
⏳ Total refund timeline:
5–7 working days – return shipment receipt & verification
+ 2–3 working days – bank / payment processing
📌 Total expected time: 7–10 working days
Please avoid repeated follow-ups during this period. Refunds are processed strictly as per this timeline.
6. Do Not Like the Product / Product Not as Per Image
If you are not satisfied with the product received:
Request must be raised within 48 hours of delivery
Applicable only for non-sale (full-price) items
₹150 processing fee per item applies
COD orders: ₹95 COD charge will be deducted
Process
* Fill Form https://vastranand.com/admin/return-exchange within 48 hours of delivery OR
Email return@vastranand.com with order number & reason
Wait for approval
Ship product back at customer’s cost
Share tracking details within 24 hours
Refund Method
No cash refund
Amount credited as Vastranand Coins (Wallet Credit)
Wallet credit has lifetime validity
7. Size Issue Policy
We understand the importance of the right fit. Our size-related policy is as follows:
No returns for size-related issues
Exchange allowed only if wrong size is delivered
If delivered size matches ordered size → no return / refund
Exchange is allowed only for the same product
Exchange subject to availability
Dress Category
No return
Exchange only, for same product value
Refund
No refunds for size issues
Refunds only in case of defect / damage / wrong item
8. Stitching Problems – International Customers
We work closely with our tailoring team to provide the best possible fit. However, perfect fitting often requires alterations, similar to private tailoring.
Guidelines
We recommend using a local/private tailor for best results
Where stitching is not available or expensive, Vastranand offers stitching at a nominal cost
When selecting standard size, please add detailed measurements (from your tailor) in the comments
📧 Share alteration details at return@vastranand.com
❗ Stitched products are strictly non-returnable and non-refundable
9. Beads & Sequins Disclaimer
Products with beads or sequins may experience minor loosening during handling, shipping, or stitching. This is a natural characteristic.
Most issues can be easily fixed by a tailor
Replacement may also have similar characteristics
Please consult your tailor before requesting a return
📌 Returns/refunds are not encouraged for minor bead or sequin issues
10. Customization Orders – Terms & Conditions
Prepaid orders only (No COD)
No return / no exchange / no refund
Processing time: 6–7 working days
Customization charges start from ₹650
No changes or cancellations once confirmed
By placing a customization order, you agree to these terms.
11. Exchange Policy – Summary
Exchange request within 2 days of delivery
Product must be unused with original packaging & tags
Charges (if approved):
Reverse pickup: ₹150
New dispatch: ₹150
Both-way shipping at customer cost
Price difference payable in advance
Customized items not eligible unless defective
- COD charges are non-refundable
12. Warehouse Address for Returns
VASTRANAND PVT LTD
#<YOUR ORDER ID>
Plot No. 998, Road No. 87,
Sachin G.I.D.C., Surat – 394230
Gujarat, India
📞 +91-8154000063
13. Working Hours
Monday to Saturday | 10:00 AM – 6:00 PM (IST)
❌ No support on public holidays
Queries received outside working hours will be handled on the next working day.
14. Important Notes
Color variation of 10–15% may occur due to camera & screen settings and is not eligible for return
Policy may change without prior notice
Placing an order implies acceptance of this policy
