At NEELS, we make every effort to provide clear and accurate product information so that customers can make informed purchase decisions. Every order undergoes multiple quality checks before dispatch.

We currently offer size exchanges for eligible orders delivered within India. We do not accept returns due to change of mind, personal preference, colour preference or reasons unrelated to size or product quality.

EXCHANGE POLICY

Exchange eligibility

A product is eligible for a size exchange only when:

• The exchange request is raised within 7 days of delivery.
• The product is unused, unworn and unwashed.
• All original tags, packaging and accessories are intact.
• The product is free from stains, perfume, makeup marks, damage or alteration.
• The order was placed through our official website, www.neelsonline.com.
• The product passes our quality inspection after reaching our warehouse.

NEELS reserves the right to reject an exchange if the product does not meet the above conditions.

How to request an exchange

To request a size exchange, contact us within 7 days of delivery:

Email: contact@neelsonline.com
WhatsApp: +91 9611312154

Only one exchange request is permitted per order. If more than one eligible product from the same order requires an exchange, all such products must be included in the same request.

REVERSE PICKUP

Where reverse-pickup service is available for the customer’s pincode, NEELS will arrange a complimentary reverse pickup for an approved exchange request.

The customer must keep the product securely packed and ready for handover. If both pickup attempts are unsuccessful because the customer is unavailable, refuses the pickup or does not keep the parcel ready, the customer will need to send the product to our warehouse using a reliable local courier. In such cases, the self-shipping cost will be borne by the customer.

Reverse-pickup availability depends on the serviceability of our courier partners in the customer’s pincode.

If reverse pickup is unavailable

If our courier partner does not provide reverse-pickup service for the customer’s pincode, the customer must send the product to our warehouse using a reliable and trackable local courier.

For a regular size exchange, the cost of sending the product to NEELS will be borne by the customer.

Please retain the courier receipt and tracking details until the exchange is completed.

The parcel should be sent to:

NEELS Creative Creation
34, 2nd Floor, DC Halli Main Road
Opposite Royal Legend Apartments
Bommanahalli
Bengaluru – 560068
Karnataka, India

NEELS will not charge any additional shipping fee when dispatching the approved replacement product to the customer.

EXCHANGE PROCESSING

After the product reaches our warehouse, it will undergo a quality inspection.

Once the exchange is approved, the requested replacement size will normally be dispatched within 7–10 working days, subject to availability.

If the requested replacement size is unavailable, NEELS will issue store credit for the eligible product value.

The store credit will:

• Be issued for the amount paid for the eligible product only
• Exclude shipping charges, COD charges and other service charges
• Remain valid for 8 months from the date of issue
• Be usable toward a future purchase from NEELS

Store credit cannot be exchanged for cash or transferred to another customer.

DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS

For claims involving a damaged, defective, incorrect or missing item, the customer must record a clear and uninterrupted parcel-opening video.

The video must:

• Start with the sealed parcel
• Clearly show the shipping label
• Show the complete unboxing without cuts, edits or pauses
• Clearly show the product, packaging and reported issue

Claims raised without a valid parcel-opening video will not be eligible for review or approval.

The claim must be raised within 7 days of delivery by contacting:

Email: contact@neelsonline.com
WhatsApp: +91 9611312154

If the issue is confirmed to have occurred from our side, NEELS will bear the applicable return-shipping cost.

Where reverse pickup is available, NEELS will arrange the pickup. If reverse pickup is unavailable and the customer is requested to self-ship the product, NEELS will reimburse the reasonable actual courier charges after receiving a valid courier receipt.

Approved claims may be resolved through a replacement or store credit, depending on product availability and the nature of the issue.

CANCELLATION POLICY

Customers may request cancellation of prepaid or Cash on Delivery orders within 24 hours of placing the order, provided the order has not already been dispatched or entered final processing.

To request cancellation, contact:

Email: contact@neelsonline.com
WhatsApp: +91 9611312154

For an eligible prepaid-order cancellation, the amount paid will be refunded to the original payment method.

The time taken for the amount to reflect in the customer’s account may depend on the payment provider or bank.

NEELS reserves the right to cancel or decline an order due to circumstances including:

• Product, fabric or raw-material unavailability
• Incorrect product information or pricing
• Payment-related issues
• Suspected fraudulent activity
• Operational or serviceability limitations

If a prepaid order is cancelled by NEELS, the complete eligible amount will be refunded to the original payment method.

REFUND POLICY

NEELS does not accept returns or provide cash refunds for products that have been correctly supplied and delivered.

Eligible size exchanges will be handled according to the Exchange Policy above.

If an approved size exchange cannot be completed because the required replacement size is unavailable, store credit will be issued for the eligible product value.

Approved claims involving damaged, defective, incorrect or missing items will be resolved through replacement or store credit, depending on the circumstances and product availability, except where another resolution is required under applicable law.