Refund policy

⚠️ STRICT SALE & PROMOTION POLICY

ALL SALE ITEMS, DISCOUNTED ITEMS, AND PROMO STOCKS ARE STRICTLY FINAL SALE.

• NO returns, NO exchanges, and NO refunds will be accommodated under any circumstances.

• By purchasing a sale item, you explicitly acknowledge and accept that the item cannot be returned or exchanged for size, preference, fit, or style choice.

• Promotional offers and discounts do not apply to existing store credits or pending orders. Promotions are valid only on new orders placed and paid for during the specific promotional period.

1. General Returns & Exchanges (Regular Priced Items Only)

• No Cash Refunds: All approved regular-priced returns are strictly for Store Credit or Exchange only within 3 days of receiving your order. After 3 days, the transaction is legally finalized.

• Exchanges Criteria: Exchanges are only permitted if the outfit is structurally faulty, damaged upon arrival, or completely different from the product description.

• Fit & Style: Items that do not fit or do not match a client's personal taste do not constitute a product defect.

• Color Variation: The design received will match the design pictured. A slight color variation of 10–15% may occur due to studio lighting, photography, or digital editing. This is standard in the textile industry, is not a product defect, and does not qualify for an exchange or return.

• Condition of Returns: Items must be returned in their original condition (unworn, unwashed, unaltered, undamaged, with tags attached). Any item returned with signs of wear, makeup, perfume, or alterations will be rejected and sent back at the customer's expense.

2. Pre-Order Policy

All pre-orders are custom-procured and are Strictly Final Sale. No returns, refunds, or exchanges are allowed for change of mind, color preference, or style choice.

If a special exception is cleared by management to exchange a pre-order garment for an alternative pre-order item, the customer is legally responsible for all third-party logistical costs. These costs are non-refundable and are not covered by Indian Dress House:

• Logistical Exchange Fees:

 • Outfit / Kurti Exchange Penalty: R500

 • Lehenga Exchange Penalty: R 750

 • Customs Administration Fee: R 300

• International Shipping: The customer must cover the full international freight cost for shipping the replacement item from our overseas supplier.

• On-Arrival Exchanges: If you request to exchange a pre-order garment after it has already arrived in South Africa, a 25% penalty fee of the total garment value will be charged immediately to cover stock losses, as the original garment cannot be returned to our overseas supplier.

• Self-Collection Route: If you choose to use your own courier, collection must be arranged directly from our staff in India. Indian Dress House takes zero responsibility for international customs delays, border holds, or seized parcels.

Why We Charge This: Our international suppliers do not accept exchanges based on customer preference. When you request an exchange, your original garment stays in our local warehouse as dead stock, and we must purchase a completely new garment from the manufacturer out of pocket.

Kurtis & Ready-Made Dresses

• 3-Day Window: No exchanges or adjustments can be made after 3 days of purchase/delivery.

• Sizing Exchanges: If you ordered the wrong size, an exchange can be requested within 3 days, strictly subject to size availability in that specific design.

• Alteration Margins: Kurtis are manufactured to standard size charts and may require personal tailoring. Each kurti is intentionally produced with a 2-inch inner margin to allow for local adjustments. Standard length runs approximately 50–55 inches.

• Defective Items: Defective ready-made items can only be exchanged for the exact same design or a similar design in the exact same price bracket. If a higher-priced design is selected, the difference must be settled before dispatch.

• Courier Costs: All return courier fees are for the customer’s personal account. Trackable proof of shipping must be provided to our team before an exchange credit is loaded.

4. On-Hand Stock & In-Store Purchases

• Exchanges Window: Allowed within 3 days of purchase (including weekends and public holidays).

• Deposits/Securing Items: If you secure an item with a 50% deposit, the outstanding balance must be fully paid within 2 months. Failure to settle the balance within 2 months will result in the item being returned to active stock for resale, and your deposit will be completely forfeited.

• Fitting & Alterations Policy: Items fitted, tested, and accepted in-store are considered Final Sale. Any alteration requests made thereafter are treated as personal style preferences and do not qualify for returns or exchanges. The final fit after any custom tailoring is the sole responsibility of the client

Lay-By Policy

• Deposit: A minimum 30% deposit is strictly required to initiate a lay-by.

• Payment Period: Maximum payoff period is 6 months (interest-free).

• Exchange Limit: No exchanges or structural changes to the selected items can be made after 1 month from the initial deposit date.

• Defaulting: Non-payment for 3 consecutive months or longer will result in automatic cancellation of the lay-by agreement, and the deposit will be completely forfeited.

6. Cancellations

• Within 12–24 Hours: Cancellations made within 24 hours of ordering will receive a refund minus third-party payment gateway fees.

• After 24 Hours: Cancellations after 24 hours will be processed minus gateway fees, shipping costs, and any incurred customs/import duties.

• Logistical Delays: No refunds or cancellations will be issued if stock is delayed due to international customs holds, shipping line backlogs, flight delays, weather, or any unforeseen logistical circumstances outside our direct control.

7. Buy One Get One (BOGO) & Multi-Buy Promotions

• Value Rules: For BOGO or "3 for 2" promotions, the free or discounted item will always automatically be the item of equal or lesser value.

• No Cash Value: Promotional free items have zero cash value. They cannot be exchanged for cash, refunded, or converted into store credits.

• Unavailability & Substitutions: If a free promotional item becomes unavailable due to supplier shortages, Indian Dress House reserves the right to substitute it with an alternate item of equal value and style.

• Response Windows: Customers will be notified of stock shortages via email/message and must select their alternative item within 7 days. Failure to respond within 7 days constitutes a voluntary forfeiture of the promotional item, and the order will be permanently finalized. No further claims or replacement requests will be entertained.

8. Shipping, Delivery & Dispatch

• Processing: Orders are processed and dispatched within 1 business day following full payment confirmation. Orders placed after 12:00 PM will be processed the following business day.

• Standard Delivery: Our delivery timeframe is 2–3 working days from dispatch. "Working days" are Monday to Friday, excluding weekends and public holidays.

• Courier Liability: Actual delivery timing depends entirely on the courier’s route and workload. Delays caused by courier backlogs, incorrect delivery addresses, or regional sorting issues are outside our control and do not entitle the customer to a refund or order cancellation.

• Transit Incidents: If an item is verified as lost, stolen, or damaged in transit by our courier partner, Indian Dress House will arrange for a replacement item only (no refunds will be issued).

• Refusal of Delivery: Refusing to accept a delivery from the courier within the stated timeframe does not entitle the customer to a refund, as the order was fully dispatched in accordance with our terms.

• Time-Sensitive Orders: Orders placed late or close to public holidays cannot be guaranteed for specific event dates. Missing a personal event date does not qualify an item for a refund.

9. Legal & Administration Notes

• Supplier Communication: Under no circumstances should a customer attempt to return an item directly to our manufacturers or international workshops. All communication must run through Indian Dress House.

• Refund Processing Time: In rare instances where management approves a financial refund exception, processing and banking clearance may take 15–25 working days.

• CPA Compliance: This policy is fully compliant with the Consumer Protection Act 68 of 2008 (CPA), Section 19 regarding reasonable delivery timeframes, and Section 55/56 regarding consumer disclosures and transaction finalization.

By completing your payment and placing an order with Indian Dress House, you acknowledge, agree, and bind yourself to the strict terms of this store policy.