This Policy explains cancellations, returns, replacements, and refunds on Phulkario. It forms part of our Terms & Conditions. As a marketplace, fulfilment and many return decisions involve the Vendor who sold the item; the Platform facilitates the process.
1. Key principle: ready-made vs. custom-stitched
Ready-made / stock products may be eligible for cancellation, return, or replacement, subject to the time windows and conditions below and the Vendor's per-product settings.
Custom-stitched / made-to-measure items are produced specifically for you and are not returnable for fit, size, or change of mind. They are eligible for return/replacement only if the item is defective, damaged in transit, or materially different from what was ordered. Please double-check your measurements and instructions before ordering.
2. Order cancellation
2.1. By the Customer. You may cancel an order before it is dispatched, subject to its stage:
Ready-made orders: cancellable while the order is in
pending,confirmed, orprocessing(i.e., before pickup/dispatch).Custom orders: cancellable only while in
pendingorconfirmed(i.e., before stitching/production begins).
2.2. Once an order has been dispatched (or custom production has started), it can no longer be cancelled; you may instead use the return/replacement process if eligible.
2.3. By the Vendor/Platform. An order may be cancelled if the item is unavailable, the address is unserviceable, payment fails or is suspected fraudulent, or for other valid reasons. Any amount paid for a cancelled order is refunded per Section 5.
3. Returns and replacements
3.1. Return window. Eligible items may be returned within 48 hours of delivery. This window is a Platform setting and may be updated; the applicable window is shown on the order/return screen.
3.2. Master switch & per-product settings. Returns are available only when the returns module is enabled and when the specific product permits returns and/or replacements. Some Vendors or products may disable returns/replacements; this is indicated on the product and at checkout.
3.3. Non-returnable items. The following are generally not eligible for return except where defective/damaged/wrong:
custom-stitched or made-to-measure garments;
items marked non-returnable by the Vendor;
items damaged due to misuse, or returned used, washed, altered, or without original tags/packaging.
3.4. Return reasons. Supported reasons include: damaged, wrong item, size issue, quality issue, not as described, changed mind, and other.
3.5. Photo evidence. For reasons such as damaged, wrong item, quality issue, or not as described, you must upload clear photos when raising the request, so the Vendor/Platform can assess it.
3.6. Replacements. Where you request a replacement and it is approved, a replacement order is created at no additional product charge for eligible cases; replacement availability depends on stock and product settings.
4. Return shipping costs
Who bears return/replacement shipping depends on the reason:
Return reason | Shipping cost borne by |
|---|---|
Damaged, wrong item, quality issue, not as described | Vendor |
Size issue, changed mind, other | Customer |
The Platform may override the default (e.g., where a courier is at fault). Any Customer-borne return-shipping cost may be deducted from the refund or charged separately.
5. Refunds
5.1. How refunds are issued. Approved refunds for online (prepaid) payments are processed back to the original payment method through our payment gateway (Razorpay). For cash-on-delivery (COD) orders, refunds are made to a bank account/UPI you provide.
5.2. Approval flow. Refunds may require Vendor and/or Platform (admin) approval before they are processed. We will keep you informed of the status (pending → approved → processed).
5.3. Refund amount. Refunds cover the price paid for the returned item(s). Where applicable, the platform fee, delivery charges, and any Customer-borne return-shipping costs may be non-refundable or deducted, except where the return is due to a defective/wrong/damaged item, in which case eligible charges are refunded.
5.4. Timelines. Once a refund is processed, it typically reflects in your account within the gateway's/bank's standard timelines (commonly 5–10 business days), which are outside our control.
5.5. Taxes/invoices. GST charged on a returned item is adjusted in accordance with applicable law; a credit note or revised receipt may be issued.
6. Damaged, defective, or wrong items
If you receive a damaged, defective, or incorrect item, raise a return/replacement request within the return window with photos. Eligible cases qualify for a free replacement or full refund (including eligible charges), with return shipping borne by the Vendor/Platform.
7. How to request a cancellation, return, or refund
Go to Account → Orders and open the relevant order.
Choose Cancel (if still eligible) or Return/Replace, select a reason, and upload photos where required.
Track the request status in your account; you will be notified of updates.
For help, contact support@phulkario.com .
8. Consumer rights
Nothing in this Policy limits your rights under the Consumer Protection Act, 2019 and related rules. This Policy is intended to operate consistently with those rights.
9. Changes
We may update this Policy and the configurable return settings from time to time. The "Last updated" date reflects the current version.