Return & Refund Policy

Unless a different return period is clearly stated on the product page, customers should submit a return request within 3 calendar days of receiving the product.

The return period begins when the order is marked as delivered or, where applicable, when the customer actually receives the product.

Customers should inspect their order promptly after delivery.

A return request may be accepted where the product:

• Is defective or damaged;
• Is materially different from the product description;
• Is the wrong product;
• Is the wrong color, size, model, or variation where the mistake was made by the merchant;
• Is missing an essential component or accessory;
• Has another verified issue that makes it materially unsuitable for the purpose for which it was sold.

Return eligibility is subject to product condition, evidence, applicable product-specific conditions, and verification.

If a product appears damaged when delivered, customers should:

1. Document the condition of the package and product where reasonably possible;
2. Take clear photographs or video showing the damage;
3. Contact Gharana through the available support or return process as soon as possible.

Where a delivery-related issue is verified, Gharana and/or the relevant merchant may arrange a replacement, return, refund, or another appropriate resolution.

If you receive:

• The wrong product;
• The wrong quantity;
• A different color or variation from what you ordered;
• An incomplete order; or
• A product missing an essential component,

please submit a return or complaint request within the applicable return period.

We may request photographs, order information, packaging details, or other evidence to investigate the issue.

Gharana does not support change-of-mind returns. A return request will not be accepted solely because you no longer want the product, changed your mind, ordered the wrong size or variation by mistake, or found a different preference after delivery.

Returns are limited to the eligible cases described in this Policy, such as defective, damaged, wrong, incomplete, or materially misdescribed products.

For health, hygiene, safety, customization, or other legitimate reasons, certain products may be non-returnable.

Depending on the product and applicable conditions, examples may include:

• Personalized or customized products;
• Products made specifically to a customer's specifications;
• Used hygiene-sensitive products;
• Certain beauty or personal-care products after opening;
• Products that cannot reasonably be resold for health or safety reasons;
• Perishable products;
• Products clearly identified as non-returnable before purchase.

This list is not exhaustive.

Where a product is non-returnable, the applicable restriction should be communicated on the product page or through another appropriate pre-purchase disclosure.

Nothing in this Policy excludes rights that cannot legally be excluded.

Where a return is requested for a verified defect, damage, wrong product, or another issue attributable to the merchant or delivery process, returned products should generally be:

• In the condition received, aside from reasonable inspection;
• Unwashed;
• Unaltered;
• Free from additional damage caused by the customer;
• In their original packaging where reasonably applicable;
• Accompanied by relevant accessories and components.

Products showing signs of use, damage, or alteration beyond what is reasonably necessary to inspect the issue may be rejected.

To request a return:

1. Sign in to your Gharana account;
2. Open your order history;
3. Select the relevant order;
4. Select the applicable return or issue option;
5. Provide the requested information;
6. Upload photographs or other evidence where requested;
7. Submit the request.

If the online return process is unavailable, customers may contact Gharana Customer Support.

A return request does not automatically mean that the return has been approved.

Gharana and/or the relevant merchant may review a return request before approving it.

We may consider:

• The customer's description of the issue;
• Photographs or videos;
• Product condition;
• Order records;
• Delivery information;
• Product-specific return conditions;
• Merchant information;
• Other evidence reasonably relevant to the claim.

In some cases, the product may need to be returned for physical inspection before a final resolution is determined.

Where a return is approved, Gharana or the relevant merchant may arrange return collection or provide return instructions.

Where the return is caused by:

• A defective product;
• A damaged product;
• A wrong product;
• A materially inaccurate product description; or
• Another verified issue attributable to the merchant or delivery process,

Gharana or the merchant may bear the applicable return shipping cost, subject to the circumstances of the case.

Where appropriate and subject to availability, Gharana or the merchant may offer:

• Replacement of the same product;
• Exchange for another eligible variation;
• Repair where appropriate;
• Refund.

An exchange or replacement may not be available if the relevant product or variation is out of stock.

If a refund is approved, the refund amount may depend on the reason for the return and the applicable product or merchant policy.

Depending on the circumstances, the refund may include:

• The purchase price of the returned product;
• Applicable taxes or charges associated with the returned product where refundable;
• Eligible delivery charges where the issue was caused by the merchant or delivery process.

Certain delivery, service, or other charges may be non-refundable where permitted and clearly disclosed.

Where possible, refunds will generally be issued through the original payment method.

For Cash on Delivery orders, Gharana may require the customer to provide valid information necessary to process the refund through an available electronic or banking method.

Gharana will not ask customers to provide passwords, OTPs, PINs, or other sensitive authentication credentials to process a legitimate refund.

Once a refund has been approved, processing time may vary depending on:

• The payment method;
• Banking or payment-provider processing;
• Return inspection;
• Merchant confirmation;
• Operational circumstances.

Gharana will communicate the applicable refund status through the Platform or customer support channels where appropriate.

The time required for a bank or payment provider to credit the funds may be outside Gharana's direct control.

A partial refund may be considered where:

• Only part of an order is affected;
• Some items are returned while others are retained;
• A product has a verified issue that does not require a complete return;
• Another resolution is agreed upon between the customer, merchant, and Gharana.

Any applicable partial refund will be communicated to the customer.

If an order cannot be delivered because:

• The customer provided an incorrect or incomplete address;
• The customer cannot be reached after reasonable delivery attempts;
• The customer refuses delivery;
• The customer repeatedly fails to accept delivery; or
• Another circumstance attributable to the customer prevents delivery,

additional delivery or return-to-origin charges may apply where permitted and disclosed.

Where an order is returned to the merchant, any refund will be subject to the applicable order and merchant conditions.

Some products may have different return or exchange conditions because of their category, characteristics, customization, or merchant requirements.

Applicable conditions may be displayed:

• On the product page;
• During checkout;
• In the order details;
• In communications relating to the order.

Customers should review these conditions before completing a purchase.

Merchants are responsible for ensuring that products listed on Gharana:

• Match their descriptions;
• Meet applicable quality and safety requirements;
• Are accurately represented;
• Are appropriately packaged;
• Comply with applicable laws and Gharana's merchant requirements.

Where a customer issue is attributable to a merchant, Gharana may coordinate with the merchant to investigate and resolve the matter.

Gharana may investigate suspicious return or refund activity.

Examples may include:

• Repeated false claims;
• Returning a different product from the one purchased;
• Deliberately damaging products;
• Manipulating or falsifying evidence;
• Repeatedly abusing return or refund processes;
• Attempting to obtain refunds while retaining products improperly.

Where appropriate and permitted by law, Gharana may restrict return privileges, suspend accounts, cancel transactions, or take other appropriate action.

If you disagree with the outcome of a return or refund request, you may contact Gharana Customer Support and provide additional information or evidence.

Gharana may review the case and communicate the final resolution based on the available evidence, applicable product conditions, merchant information, and applicable law.

Nothing in this Policy is intended to limit any mandatory rights or remedies available to customers under applicable law.

Gharana may update this Return & Refund Policy from time to time.

Changes may be made to reflect:

• Changes in our marketplace operations;
• New products or services;
• Changes in merchant requirements;
• Changes in payment or delivery processes;
• Changes in applicable legal requirements.

The "Last Updated" date indicates when this Policy was most recently revised.

For return, replacement, exchange, or refund questions, contact Gharana through our official customer support channels.