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TCW Group Shipping & Returns Policy

Shipping & Returns Policy

Users are required to peruse and understand the terms of this Shipping & Returns Policy. If you do not agree to the terms contained in this Shipping & Returns Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Shipping & Returns Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Shipping & Returns Policy.

Shipping Policy:

We strive to deliver products purchased from us in excellent condition and in the fastest time possible. If this is your first order with us, shipping will be completely FREE. Also, for all the subsequent Orders of Rs. 799/- or more, we will deliver the order to your doorstep free of cost. A platform handling fee of Rs. 99/- will be applicable to the orders under Rs. 799/-. If the order is cancelled, lost or undelivered to your preferred location, we will refund the complete order amount including any platform handling fee, if paid online. If you return an order delivered to you, platform handling fee will not be refunded. However, if you self-ship your returns, we will reimburse self-shipment charges based on our Returns Policy. For accounts whose return behavior violates our fair usage policy, platform handling fee will be non - refundable irrespective of order value.

*Order value is calculated after applying discounts/VAT/GST or any other applicable charges.

You can find out if we deliver to your PIN Code using the courier serviceability tool available on the product page. Please enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.

Fair Usage Policy:

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect platform handling fee of Rs. 149 for all orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed.

 

Returns & Exchanges Policy:

Returns and exchange policy gives you an option to return or exchange items purchased for any reason within the specified return/exchange period (check product details page for the same). We only ask that you don't use the product and preserve its original condition, tags, and packaging. There are two ways to return the product:

  1. Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  2. Self-Ship: If we don't offer a pick up at your location. In such cases, we will credit the shipping costs in the form of store credits provided the product meets the return policy and you have shared scan copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. For a successful pick up, refund will be initiated after the product has been received at our warehouse and has passed a quality check. If the picked-up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However, all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.

The following EXCEPTIONS and RULES apply to this Policy:

  • Precious Jewelry, Cosmetics, Sunglasses, Socks, Deodorants, Perfumes, Briefs, Shapewear Bottoms, any Lingerie Set that includes a Brief, Swimwear, Mittens, Wrist-Bands cannot be exchanged or returned.
  • Some products like fine jewelry, watches and selected products which are susceptible to damage can only be returned/exchanged for a limited number of days. Certain products like sherwanis can only be exchanged not returned. Please read the Product Detail Page to see the number of days up to which a product can be returned/exchanged, post-delivery.
  • Due to the intimate nature, we handle returns for certain Innerwear, Sleepwear and Lingerie items differently. Only self-ship return is allowed for such items, hence pickup facility will not be available. Also, these items cannot be exchanged.
  • All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).
  • Under Exchange Policy, only size exchanges are allowed. Items can be exchanged for a similar size or a different size. Exchanges are allowed only if your address is serviceable for an exchange by our Logistics team.
  • In case you have purchased an item, which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well
  • We will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, we would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User
  • If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
  • If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self-ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

The category-wise details are set out below which shall apply, subject to the other Terms and Conditions of this Shipping & Returns Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return information.

Product Category

Return Period

FASHION AND LIFESTYLE PRODUCTS

Any apparel, accessories, footwear, sunglasses, certain fashion Jewellery, etc.

30 days from the date of delivery – as long as the product is unused and the price tags are intact.

ELECTRONIC PRODUCTS

Smartphones, accessories, smart watches, pen drives, hard disks, speakers, power banks, etc.

7 days from the date of delivery – only if there is apparent visible damage, or key product-related defects.

TOYS

Various toys

10 days from the date of delivery – as long as the product is unused and the price tags are intact.

ACCESSORIES

Watches (analog & digital)

7 days from the date of delivery – as long as the product is returned in its original packaging along with the guarantee card and manuals (if any), and all the protective coverage is intact.

PRECIOUS MATERIALS

Gold & Silver Jewellery, Coins & Idols

Either no returns or 7 days return period, as is applicable to the relevant product on the product display page – as long as all the certificates are returned, and the articles are in the original packaging.

To return a product, please follow these steps:

  1. You can return products purchased within the specified return/exchange period(check product details page for the same), except for our non-returnable products and high-value products which can only be returned for limited number of days.
  2. Create a 'Return Request' under “My Orders” section of App/Website. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode
  3. We offer pick-up facility in selected locations basis our courier serviceability. If reverse pick-up option is not available at your location you can self-ship the product to us.
  • Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact. Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.
  • Self-ship: In case your area pin code is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk. Please pack the product and ensure product is unused, unwashed and all the tags are intact. Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns address.

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on App/Website.

To exchange a product, please follow below mentioned steps:

  1. You can create exchange for products purchased within the specified return/exchange period (check product details page for the same) under “My Orders” section of App/Website. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference
  2. Place the product in a packet but do not seal it. Please ensure product is unused, unwashed with all the tags intact.
  3. Hand over the original product to our delivery staff and receive the exchange item from him. Please ensure that you have the original item available with you at the same address which has been selected for delivery of the exchange item.
  4. At any time, you can track the status of your exchange requests under “My Orders” of App/Website.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

Cancellation Policy:

You can now cancel an order when it is in packed/shipped status, as long as the cancel option is available on App/Website. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.

Tap on “My Orders” section under the main menu of your App/Website and then select the item or order you want to cancel.

If you had selected Cash on Delivery, there is no amount to be refunded because you haven't paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation. If payment was made by redeeming digital payment wallet balance then, then refund will be instant post order cancellation, which can be later transferred into your bank account, by contacting customer support team of the respective digital payment wallet.

Refund Policy:

After the refund has been initiated as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:

  1. NEFT - 1 to 3 business days post refund initiation
  2. Store Credit - Instant
  3. Online Refund – 7 to 10 days post refund initiation, depending on your bank partner
  4. Digital Payment Wallet –Instant

Please note, we initiate the refund upon successful return pick up, or after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to the warehouse. In case of any refund discrepancies, we may at our sole discretion, request you to share with us a screenshot of your bank statement.