Refund policy

Return, Exchange & Refund Policy

Last Updated: [Date]
Store Name: Azra
Website: [Website URL]
Customer Care: [Email / Phone / WhatsApp]
Registered Address: [Address]

At Azra, we deal in designer wear, occasion wear, handcrafted garments, limited-stock pieces, embellished outfits, altered garments, customized sizing, pre-booked styles, and made-to-order products. Due to the nature of these products, our return, exchange, and refund policy is intentionally limited.

By placing an order with Azra, the customer confirms that they have read, understood, and agreed to this Return, Exchange & Refund Policy, along with our Shipping & Delivery Policy, Cancellation Policy, Terms & Conditions, and Size Guide.

1. General Policy

Azra follows a strict no return, no exchange, and no refund policy, except in limited cases expressly approved by Azra after verification.

A product will not be eligible for return, exchange, or refund merely because the customer changed their mind, selected the wrong size, did not like the fit, did not like the colour, did not like the style, expected a different look, found the product heavy/light, changed the occasion plan, or no longer wishes to keep the product.

All purchases are considered final once confirmed, except where Azra accepts a genuine claim under this policy.

2. Size Guide Confirmation

Before placing an order, the customer must carefully check Azra’s Size Guide and product details.

By placing an order, the customer confirms that:

They have checked the Size Guide before ordering.
They understand that sizing may vary slightly depending on designer, brand, silhouette, fabric, cut, embroidery, padding, lining, and garment construction.
They understand that designer wear may not fit exactly like regular ready-to-wear clothing.
They understand that choosing the wrong size does not make the product eligible for return, exchange, or refund.
They understand that minor fitting differences are not treated as defects.

No return, exchange, or refund will be accepted for size, fit, body type, comfort preference, styling preference, or measurement-related issues if the product delivered is the size ordered by the customer.

If the customer is unsure about sizing, they should contact Azra Customer Care before placing the order.

3. Products Not Eligible for Return, Exchange, or Refund

The following products are strictly not eligible for return, exchange, or refund:

Products purchased on sale, discount, offer, promotion, or End of Season Sale
Customized products
Altered products
Made-to-order products
Pre-booked or pre-order products
Specially sourced products
Designer-order products
Products ordered in non-standard sizing
Products with sleeves, length, neckline, lining, fitting, colour, embroidery, or any other requested change
Products where measurements were shared by the customer
Products where styling or size assistance was provided before ordering
Bridal, festive, occasion wear, couture, embellished, delicate, or handcrafted garments
Accessories, jewellery, bags, footwear, masks, innerwear, shapewear, or any hygiene-sensitive product
Products with tags removed
Products that have been used, worn, washed, dry-cleaned, altered, perfumed, stained, damaged, stretched, ironed, steamed, or mishandled
Products returned without original packaging, tags, labels, invoices, accessories, hangers, garment bags, dust bags, spare embellishments, or any included items

Azra reserves the right to reject any return, exchange, or refund request if the product does not meet the conditions of this policy.

4. No Return for Colour, Texture, Handwork, or Minor Variation

Azra makes reasonable efforts to display product images, colours, details, and descriptions as accurately as possible.

However, the customer understands that minor variations may occur due to:

Screen brightness and display settings
Photography lighting
Editing and image compression
Hand dyeing
Hand embroidery
Handcrafted finishing
Fabric texture
Print placement
Natural fall of fabric
Designer production batches
Minor finishing or measurement tolerance

Such minor variations are normal in designer wear and handcrafted garments and will not be treated as defects.

No return, exchange, or refund will be accepted for minor colour variation, texture variation, handwork variation, embroidery variation, print placement difference, fabric fall, minor finishing difference, or subjective expectation mismatch.

5. Eligible Cases for Review

Azra may review a return, exchange, replacement, or refund request only in the following limited cases:

The customer received the wrong product.
The customer received the wrong size compared to the size ordered.
The product was received in a damaged condition.
The product has a major manufacturing defect.
An item is missing from the package.
The shipment is confirmed lost by the courier partner.
Azra is unable to fulfil the confirmed order.

A request falling under the above categories does not automatically qualify for return, exchange, replacement, or refund. Every request is subject to verification and approval by Azra.

6. Reporting Window

For damaged, defective, wrong, missing, or incorrect products, the customer must contact Azra within 24 hours of delivery.

Claims raised after 24 hours of delivery may not be accepted.

The reporting window is strict because designer wear, delicate fabrics, embellished garments, and occasion wear can be easily used, altered, damaged, stained, or mishandled after delivery.

7. Proof Required for Damage, Defect, Wrong Product, or Missing Item

To raise a claim, the customer must provide clear and complete proof within the reporting window.

The customer must share:

Order number
Clear photos of the outer packaging
Clear photos of the shipping label/AWB
Clear photos and videos of the product
Clear photo/video of the alleged damage, defect, wrong product, or missing item
Full unboxing video, wherever available
Invoice/order confirmation
Any other details requested by Azra for verification

For damage, defect, wrong product, or missing item claims, Azra strongly recommends that the customer records a full, continuous unboxing video from the sealed package stage.

Azra may reject a claim if:

Proof is incomplete
Photos or videos are unclear
The package has already been discarded
The product has been used or worn
Tags or labels have been removed
The product has been altered, washed, dry-cleaned, perfumed, stained, damaged, or mishandled
The claim is raised after the reporting window
The issue cannot be verified
The damage appears to have occurred after delivery

8. Product Condition for Approved Return Review

If Azra approves a return review, the product must be returned in the exact same condition in which it was delivered.

The product must be:

Unused
Unworn
Unwashed
Undamaged
Unaltered
Unperfumed
Unstained
With original tags intact
With original labels intact
With original invoice
With original packaging
With garment bag, hanger, dust bag, spare embellishments, accessories, and all included items, wherever applicable

If the returned product fails quality check, Azra may reject the return, exchange, replacement, store credit, or refund request.

In such cases, the product may be sent back to the customer, and additional shipping charges may apply.

9. Return Approval Process

Customers must not send any product back to Azra without prior written approval.

Products sent without approval may not be accepted and may be returned to the customer at the customer’s cost.

After receiving a claim, Azra may take reasonable time to verify the issue internally, with the designer, brand, warehouse, store team, courier partner, or quality check team.

Approval or rejection of any claim will be at Azra’s discretion, based on the product condition, proof submitted, order details, and applicable policy.

10. Replacement First Policy

In cases where Azra accepts a claim, Azra will first attempt to resolve the issue through replacement.

Replacement may include:

Replacing the same product
Replacing the same size
Replacing the same product in an available size
Replacing the damaged or defective component
Repairing or rectifying the issue, wherever possible
Offering an alternative product, if mutually agreed

A monetary refund will not be the first resolution.

Replacement is subject to product availability, designer availability, production feasibility, and quality check.

11. Store Credit / Voucher Policy

If replacement is not possible, Azra may issue a store credit or voucher at its discretion.

The store credit or voucher value may be based on the amount actually paid by the customer for the product, after excluding shipping charges, special packaging charges, express delivery charges, alteration charges, customization charges, payment gateway charges, handling charges, and any other non-refundable charges, wherever applicable.

Store credit or voucher may be subject to:

Validity period
One-time use or partial-use terms
Non-transferability
Non-redeemability for cash
Non-applicability on sale or discounted products
Non-clubbing with other offers
Use only on Azra’s website or store, as specified
Minimum purchase value, if applicable

The final terms of the voucher or store credit will be communicated at the time of issuance.

12. Refund Policy

Azra generally does not offer monetary refunds.

A monetary refund may be considered only in exceptional cases where:

Azra is unable to fulfil a confirmed prepaid order.
A shipment is officially confirmed lost by the courier partner and replacement is not possible.
A wrong or defective product claim is approved by Azra and replacement/store credit is not feasible.
A refund is required under applicable law.

Where a monetary refund is approved, it will be processed to the original payment method or any other method permitted by applicable law and payment gateway rules.

Refund timelines may depend on the payment gateway, bank, card issuer, UPI provider, or financial institution. Azra will not be responsible for delays caused by banks, payment gateways, or financial institutions after the refund has been initiated.

Shipping charges, reverse pickup charges, express delivery charges, alteration charges, customization charges, special packaging charges, payment gateway charges, handling charges, and other non-refundable charges may be deducted from any eligible refund, unless the issue is directly caused by Azra.

13. Sale and Discounted Products

Products purchased during sale, discount, offer, promotion, End of Season Sale, clearance, special price, or using any coupon code are final sale.

No return, exchange, or refund will be accepted on sale or discounted products, except where Azra verifies that the customer received a wrong product, wrong size compared to the order, or a product with a major manufacturing defect.

Minor variation, size issue, fitting issue, colour difference, change of mind, delayed occasion, or preference change will not qualify for return, exchange, or refund on sale products.

14. Altered, Customized, Made-to-Order, and Pre-Booked Products

Altered, customized, made-to-order, specially sourced, pre-booked, and designer-order products are final sale.

No return, exchange, cancellation, or refund will be accepted once such an order is confirmed, except where Azra verifies a major error from its side.

All alteration and customization requests are processed based on the measurements, preferences, or instructions shared by the customer. Azra will not be responsible for fitting issues if the product has been altered or customized according to customer-provided measurements or instructions.

Additional alteration, repair, or fitting correction may be chargeable and subject to feasibility, designer approval, and timeline availability.

15. Customer Damage or Mishandling

Azra will not accept return, exchange, replacement, store credit, voucher, or refund requests for products damaged due to customer handling.

This includes, but is not limited to:

Stains
Perfume marks
Makeup marks
Sweat marks
Food or drink marks
Pulling of threads
Bead, sequin, stone, tassel, or embroidery damage after use
Damage caused by trial, event use, wearing, washing, dry-cleaning, ironing, steaming, folding, storage, or mishandling
Damage caused by opening the package with scissors, blades, knives, or sharp objects
Damage caused after delivery by the customer, family member, staff, tailor, dry cleaner, or any third party

Azra’s decision after quality check will be final.

16. Return Shipping

If a return is approved by Azra, Azra may arrange reverse pickup where serviceable.

Reverse pickup may not be available for all pin codes. If reverse pickup is not available, the customer may be required to ship the product to the address provided by Azra.

Return shipping charges may be borne by the customer unless the issue is a verified wrong product, verified wrong size compared to order, verified major manufacturing defect, or verified error from Azra’s side.

The customer is responsible for packing the product securely for return transit. Azra will not be responsible for products damaged during return transit due to improper packing by the customer.

17. Inspection After Return

All returned products are subject to inspection and quality check.

Approval of a return pickup does not mean that the claim has been accepted.

Final resolution will be provided only after Azra receives and inspects the product.

If the product fails inspection, Azra may reject the claim and return the product to the customer. Additional shipping charges may apply.

18. Exchange Policy

Azra does not offer exchange as a standard service.

Exchange may be considered only in exceptional cases and at Azra’s sole discretion.

Exchange will not be accepted for size, fit, colour preference, style preference, change of mind, delayed occasion, sale product, customized product, altered product, made-to-order product, pre-booked product, or used product.

If an exchange is approved, the customer may be required to pay price difference, shipping charges, alteration charges, handling charges, or any other applicable charges.

19. Cancellation Before Dispatch

Cancellation requests are governed by Azra’s Cancellation Policy.

A cancellation request may be considered only if the order has not been processed, sourced, altered, customized, packed, dispatched, or confirmed with the designer.

Sale orders, customized orders, altered orders, made-to-order orders, pre-booked orders, specially sourced orders, and designer-order products may not be eligible for cancellation once confirmed.

20. Non-Refundable Charges

The following charges may be non-refundable unless the issue is directly caused by Azra:

Shipping charges
Reverse pickup charges
Re-shipping charges
Express delivery charges
Special packaging charges
Alteration charges
Customization charges
Payment gateway charges
Handling charges
Convenience charges
Store-to-customer courier charges
Customer-to-store courier charges

21. Refusal of Delivery

If the customer refuses delivery without a valid reason approved by Azra, the order may be treated as failed delivery.

In such cases, Azra may deduct shipping charges, return-to-origin charges, re-shipping charges, handling charges, packaging charges, payment gateway charges, storage charges, and any other costs incurred.

Refusal of delivery does not automatically make the order eligible for cancellation, return, exchange, store credit, voucher, or refund.

For sale, customized, altered, made-to-order, pre-booked, specially sourced, or designer-order products, refusal of delivery will not cancel the customer’s payment obligation.

22. Fraudulent or Abusive Claims

Azra reserves the right to reject claims that appear fraudulent, abusive, false, repetitive, misleading, or unsupported by evidence.

Azra may refuse future orders, hold processing, block accounts, or take appropriate action if a customer is found misusing the return, exchange, refund, voucher, or damage claim process.