Refund & Cancellation Policy - Naadi | Premium Sustainable Apparel

Our Commitment: At Naadi, we stand behind every product we sell. If you're not completely satisfied with your purchase, we're here to make it right — quickly and without hassle. This policy outlines how we handle cancellations, returns, and refunds.

1. Order Cancellation

You may request a cancellation of your order under the following conditions:

Scenario	Cancellation Status	Refund
Within 12 hours of placing order	✓ Allowed	Full refund to original payment method
After 12 hours — order not yet shipped	⚠ Case by Case	Refund minus processing fee (2%)
Order already shipped / dispatched	✗ Not Allowed	Initiate return after delivery
Custom / personalised orders	✗ Not Allowed	Non-refundable once in production

To cancel an order, email us at hello@naadi.in with your Order ID and reason for cancellation within the allowed window.

Tip: You can find your Order ID in the confirmation email sent to you at the time of purchase.

2. Returns & Eligibility

We offer a 15-day return window from the date of delivery. To be eligible for a return, the following conditions must be met:

The return is requested within 15 days of the delivery date.
The item is unused, unwashed, and in its original condition.
All original tags and labels are still attached to the product.
The item is returned in its original packaging (poly bag or box).
The item is not listed under our non-returnable items list.

Note: Items that have been worn, washed, altered, or are missing tags will not be accepted for return and will be shipped back to you at your expense.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

Items marked as "Final Sale" or "Non-Returnable" on the product page.
Innerwear, underwear, and intimate apparel (for hygiene reasons).
Items purchased during flash sales, clearance sales, or special promotional events.
Gift cards and vouchers.
Customised or personalised products with name/embroidery.
Products returned after 15 days from the delivery date.
Items that show signs of wear, washing, or damage caused by the customer.

4. How to Initiate a Return

Follow these simple steps to return a product:

1

Email Our Support Team

Send an email to hello@naadi.in with your Order ID, the item(s) you want to return, and the reason for return. Include photos if the item is defective.

2

Receive Return Authorisation

Our team will review your request and send a Return Authorisation (RA) number within 1–2 business days. Do not ship without this number.

3

Pack & Ship the Item

Pack the item securely in its original packaging. Write the RA number on the outside of the parcel and ship it to the address provided in our email.

4

Quality Inspection

Once we receive your return, our team will inspect the item within 2–3 business days to confirm eligibility.

5

Refund / Exchange Processed

Upon approval, your refund will be initiated or an exchange will be dispatched within 5–7 business days.

Return Shipping: Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service — Naadi is not responsible for items lost during return transit.

5. Refund Process

Refunds are issued based on the original payment method used at the time of purchase:

Payment Method	Refund Mode	Estimated Time
Credit / Debit Card	Reversed to card	5–7 business days
UPI (GPay, PhonePe, etc.)	Refunded to UPI account	3–5 business days
Net Banking	Credited to bank account	5–7 business days
Cash on Delivery (COD)	NEFT / Bank Transfer	7–10 business days
Naadi Store Credit	Added to your account wallet	1–2 business days

Shipping charges, COD fees, and any promotional discounts are non-refundable unless the return is due to our error (wrong or defective item).

6. Refund Timeline Overview

Here's a visual overview of the complete return-to-refund journey:

📧

Day 0

Return Request Submitted

✅

Day 1–2

RA Number Issued

📦

Day 3–6

Item Shipped & Received

🔍

Day 7–9

Quality Check Done

💰

Day 10–14

Refund Initiated

7. Exchanges

We offer free size and colour exchanges on all regular-priced products, subject to availability. To request an exchange:

The item must meet the same eligibility criteria as a return (unused, within 15 days, tags intact).
Email us at hello@naadi.in mentioning your Order ID and the size/colour you need.
We will confirm availability and guide you through the exchange process.
Exchanges are processed once the original item is received and inspected.
If the requested exchange item is out of stock, a full refund will be issued instead.

One Exchange Per Order: We allow one size/colour exchange per order item. Multiple exchanges on the same item are not permitted.

8. Damaged or Wrong Items

We take quality seriously. In the rare event that you receive a damaged, defective, or wrong item, we take full responsibility:

Please report the issue within 48 hours of delivery by emailing hello@naadi.in.
Attach clear photographs of the item, packaging, and the visible damage or defect.
We will arrange a free reverse pickup and send a replacement or issue a full refund — your choice.
No return shipping fee is charged for defective or incorrect items.

Important: Do not discard the original packaging before reporting an issue, as it may be required for verification purposes.

Contact Our Support Team

Our customer support team is available Monday – Saturday, 9 AM – 6 PM IST. We typically respond within one business day.

Need Help with a Return or Refund?

We're here to make it seamless for you.

📧 hello@naadi.in | 📞 +91 80000 00000

Mon – Sat | 9 AM – 6 PM IST