Last updated: 22 August 2026
This policy sets out how cancellations, refunds and returns work at Vachansutra. It should be read together with our Returns & Exchanges page, which explains the same process in plain language.
1. Cancellation before dispatch
You may cancel an order free of charge at any time before it is dispatched. Write to vachansutra@gmail.com with your order number. If the order has already been paid for, the full amount is refunded to the original payment method.
2. Cancellation after dispatch
Once an order has been dispatched it cannot be cancelled. You may refuse delivery or follow the return process below.
3. Cancellation by us
We may cancel an order and refund it in full where the item is out of stock, the listed price was incorrect, the delivery address is not serviceable, payment cannot be verified, or we reasonably suspect fraud or misuse.
4. Returns and exchanges
Requests must be raised within 7 days of delivery. The piece must be unworn, undamaged, and in its original packaging with tags and invoice intact.
- Change of mind, wrong length or fit: free exchange or store credit. We cover reverse pickup and re-delivery once per order.
- Damaged, defective or wrong item received: replacement or a full refund, at your choice, entirely at our cost. Report with photographs within 48 hours of delivery.
5. Non-returnable items
- Customised or engraved pieces made to your specification.
- Items marked final sale on the product page.
- Pieces returned worn, scratched, altered, or without original packaging.
- Requests raised after the 7-day window.
6. Refund method and timeline
Returned items are inspected within 2 business days of reaching us. Approved refunds are issued to the original payment method within 5–7 business days of approval; your bank or card issuer may take a further 2–3 business days to reflect it. Cash on Delivery orders are refunded by UPI or bank transfer to details you provide.
Where a refund is issued, the full amount paid is returned. Because shipping is free on all orders, no shipping charge is deducted.
7. Failed and refused deliveries
If a prepaid order is returned to us undelivered after three attempts or because delivery was refused, the full amount is refunded once the package reaches us and is inspected.
8. Partial orders
Where only part of an order is returned, the refund covers the returned items only. If returning an item takes the order below the threshold for a promotional offer applied at checkout, the value of that offer may be adjusted from the refund.
9. How to raise a request
Email vachansutra@gmail.com with your order number, the reason, and photographs where the item is damaged or incorrect. We respond within one business day and arrange the pickup.
10. Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. Unresolved complaints may be escalated to our Grievance Officer, whose details are on our Contact page.