Returns and Exchange Policy

Returns/Exchanges/Refund

We accept returns within 7 days from delivery subject to the following terms and conditions being met.

  1. Product must be in unused condition.
  2. All original tags should not be removed from the garment.
  3. The original invoice should be returned along with the product.
  4. Product should be received by us in sealed condition.

For returned item, the amount will be refunded to the same account which is used to make the payment and for COD orders, refund will be done through UPI/NEFT whichever is comfortable to the customer.
A guide on ‘How to return or exchange’ can be found below:

Step 1: Click on Return Center, enter your order number and initiate the return/exchange in 2 clicks.

Or

Go to MY ACCOUNT - ORDER HISTORY and initiate the return/exchange. 

Step 2: Reverse pickup will be arranged within 48 working hours after receiving your return/exchange request.

Step 3: Handover the products to be returned/exchanged to the logistics team in original packing condition along with the tag, invoice etc. Ensure the product is securely packed. 

Step 4: Returned packet reaches our warehouse facility and on passing QC, refund will be issued or replacement order will be dispatched for exchange request.
This can take up to 3-7 days.

Cancellations

  1. Any cancellations to the order shall be made before it has been shipped in order to get full refund.
  2. We can attempt to cancel your purchase if you change your mind, however as Next Day orders are prioritized, cancellations for these orders are not always possible.
  3. Cancellation of order shall be made with email or through WhatsApp with Subject “Cancellation Request” and sent to contact@neelsonline.com or 9886707679.
  4.  Refund shall be made under following conditions:
  1. a) Order was cancelled.
    b) If there is any complain regarding the quality of the product being delivered, we will inquire about the same and if it is found to be true, the customer will get a full refund or the product will be replaced.
  1. A refund can only be requested in case of service failure, our team will evaluate if an order qualifies for a refund and the decision of our management will be final. The refund amount is no circumstances can exceed the amount paid by customer; we are not liable for any loss or claim beyond the amount actually paid by customer.
  2. In case of cancellation, shipping charges will not be refunded if any.
  3. Any discounted or exempted amount cannot be claimed for refund.
  4. In all matters concerning cancellation and refund Neelsonline shall have the deciding hand.
  5. Neelsonline may amend its cancellation and refund policy from time to time. If we make any substantial changes in the way we use your personal information we will notify you by Email or an announcement on the website.
  6. It will take maximum of 3-4 working days to process your refund; Amount will be refunded after deducting shipping charges if any.
  7. If you have any questions/comments about our cancellation and refund policy, please email us at contact@neelsonline.com

 

NOTE : Although we work towards a Zero error policy, we take full responsibility of products received by you having a manufacturing defect. Hence, in such cases FULL REFUND including any shipping costs borne by customer will be refunded by Neelsonline. Also note hand-woven products may have slight irregularities in the weaves that are natural outcome of the human involvement in the process. These irregularities are the hallmark of all hand-woven products and make each exquisite piece one-of-its-kind that will not be considered as defect.