Return/Exchange Policy

1. Objective

Parents, you complete us!!

  • Our aim is to provide best experience to you wrt our products/offers
  • While each article goes thru stringent quality checks, in case you are not satisfied, we offer flexible return and exchange policy.

Expectation from customers

  • While we make it convenient for our customers but we also expect customers to co-operate and be respectful with pick-up/delivery and customer care teams. We can make mistakes but we will always do the best for you.
  • We expect customers/their representative to be available at home around delivery/pickup dates and receive calls from unknown nos. and ensure mobile is in good coverage area.
  • In case of any doubt wrt sizes, do check with our customer care team before ordering so that unnecessary return/exchange can be avoided.
  • To have a smooth experience, pls reach out only thru official channels listed below. Any communication over other channels will be disregarded and may have high response times.

Contact

  • Since volumes are high, we offer whatsapp + email support only.
  • Whatsapp: Click on green WA icon in bottom right of the page. This is our preferred channel and we are more 
  • Email: contact@stylobug.com . Pls use this only if you don't prefer whatsapp or are an international cusomer. It may take 1-2 days to respond over this channel.
  • Our representatives are available: Monday -Saturday: 10 am - 6 pm, except national holidays and festivals.

2. Return/Exchange policy

Policy

  • You can raise an return/exchange request within 7 days of delivery of the product.
  • All the tags should be intact, the product must not be damaged or used with original packing.
  • Stylobug reserves the right to reject any exchange or return request based on the policy. 
  • Pls refer to #3 for some exclusion scenarios
  • Our discretion will be final but feel free to share your feedback to help us improve :)

3. When is return/exchange not available? Can it be denied?

When are returns/exchanges not allowed

  • Discounted or sale products cannot be returned under any scenario. Pls refer to "return policy" section on product details page.
  • Accessories or gift wrappers or gift boxes or customised products cannot be exchanged or returned.
  • Clearance sale products cannot be exchanged or returned in any scenario.
  • Partial returns/exchange is not allowed.
  • Exchange once done is not eligible for another exchange

When can it be declined

  • Pick-up of return or delivery of exchange will be attempted twice or on best effort basis at the same address where order was delivered. After that request will be denied. Post that customer will have to ship it back themselves. 
  • It is customer's responsibiilty to co-ordinate with courier partners and their own security/assistants to facilitate it.
  • If customer doesn't provide supporting documentation or consent to refund policy when asked to within 1-2 days.

Special cases where refund is done in store credit

  • If the return reason is mentioned as size or fit issues, pls use exchange to find "best fit". Kids are often healthier or skinny wrt their age hence minor customization is needed. But if you must return, we will refund via store credit. 
  • We understand you may not like an article or may see a small quality issues but if the quality reason is not very specific or not big in nature, we may ask you to use store credit. You can use it to choose some other item. 
  • Rest assured, we will always take decisions in best interest of customers so we will make exceptions wherever needed but it is totally our discretion
  • Why do we do this? We put our best effort and even though our articles are premium, we try to keep prices reasonable. Kids is a challenging space due to no standard sizing hence we expect customers to be reasonable wrt expectations from garments. Even though we charge for return but costs related to return is high enough that it is impractical to recover it. If we abosrb this cost, prices will have to increase i.e. customers who keep the products will have to pay much higher prices. We want to avoid this situation.

4. How can I book a return/exchange?


  • You can raise a request here - https://stylobug.com/apps/order-return-exchange
  • Request id when successfully booked are of the format #RET123456 or #EX123456. 
  • Booking confirmation will be sent to the email mentioned while placing the order. 
  • Pls note that only after requests are logged at above portal, processing starts.

5. I have booked a return/exchange request. What happens next?

Return 

  • Once you have placed a return request, we will review the request and book a pickup within 2-3 days
  • Pls take photos and video during hand-over. This is useful in case of any disputes with courier partner.
  • After the product is picked up, pls submit the photos and vidoes to our customer care whatsapp no. 
  • If photos/videos are submitted, refund (if any) will be initiated within 2-3 days of pickup
  • If for some reason it couldn't be made, we will wait for the product to reach out warehouse and do a quality check. It normally takes 7-10 days for entire process.
  • After the product has been checked, the refund is initiated within 2-3 days.

Exchange 

  • Exchange is processed like return to allow for great experience. To make it convenient, pls place a new order and place a request request for the size so that the new size reaches timely for any event. 
  • Exchange is subject to availability of inventory in size.
  • Exchange can only be done for different size of the same product.

6. How are refunds processed? What are the charges?

Refund mode

  • We will collect bank account details and refunds will be processed into that account for COD and prepaid. .

Deductions

  • Rs 150 per item will be deducted as return charges.
  • Order is lost on the way --> We will reship the product
  • Shipping, COD charge, Gift wrap charges will not be refunded under any circumstances
  • Not accepting a shipped order --> Rs 150 or forward and return shipping charge, whichever is higher will be applied. Any credit will be done as store credit only.
  • Promotion amount will be deducted.
  • Further deductions will apply at our discretion, if wrong/used/stained product is sent.

7. What if I have received a damaged product?

  • In case of a damaged product, the exchange or return request must be raised with a photos and videos of the damage within 24 hours of delivery
  • In case the damage is not reported within 24 hours, the request will be rejected
  • FOR ANY EXCHANGE AND RETURN DUE TO DAMAGED PRODUCT, THE UNBOXING VIDEO WILL BE MANDATORY.

8. How can I cancel my order

  • If you need to cancel, pls drop a message at channels mentioned in #1 above.
  • Before dispatch, we always confirm the order within 1 day of placing orders. So this is another opportunity to cancel the order.
  • Order once dispatched can not be canceled. Deductions will be appllied in such cases.