Refund policy

Return, Exchange & Pre-Order Policy

Thank you for shopping with us! Please read carefully before placing your order. By purchasing, you agree to the terms below.

Promotion Policy:
All promotional offers and discounts do not apply to existing store credits or pending orders. Promotions are valid only on new orders placed during the promotional period.

1. General Returns

  • No refunds. Exchanges only, within 3 days of receiving your order.
  • The dress you receive will be the same design as pictured. Please note: slight color variation (10–15%) may occur due to lighting, photography, or editing. This is not a defect and does not qualify for exchange.
  • Exchanges are only accepted if the outfit is faulty, damaged, or completely different from the product description.

2. Pre-Order Policy

  • All pre-orders are final sale. No returns or exchanges for change of mind, color preference, or style choice.
  • If you request an exchange on another pre-order outfit, the following flat shipping fees apply:
    • Outfit / Kurti: R300
    • Lengha: R500
    • Plus a customs administration fee of R200
  • You will also need to pay another international shipping fee for the replacement item depending on the garment. These are third-party costs and not covered by us.
  • If you choose your own courier, you may collect directly from our staff in India. We take no responsibility if customs delays or holds your parcel.
  • Why we charge extra: When you exchange, your original garment (e.g., valued at R1000) stays with us because suppliers do not accept exchanges for customer preference. We then pay for a completely new garment, meaning shipping/customs must be covered by the customer.

  • Customers are responsible for any additional international shipping fees for the replacement item.

  • If you choose to exchange your pre-order after it arrives in South Africa, the following fees will apply: A  25% penalty fee of the garment value will be charged.This fee covers losses incurred, as your original garment cannot be returned to the supplier. 

These costs are non-refundable and are not covered by Indian Dress House.

3. Kurtis & Ready-Made Dresses

  • No exchange or refund after 3 days of purchase.
  • If you ordered the wrong size, we can exchange within 3 days (subject to availability).
  • Kurtis are standard sized and may require alterations. Each kurti has a 2-inch margin for adjustments.
  • Length: approx. 50–55 inches.
  • Defective kurtis can be exchanged for the same or similar design in the same price range. If higher, the difference must be paid.
  • Return courier costs are for the customer’s account. Proof of payment is required for credit.

4. On-Hand Stock

  • Exchanges allowed within 3 days (including weekends & public holidays).
  • No refunds.
  • If you secure an item with a 50% deposit, it must be fully paid within 2 months. After that, the item may be resold and the deposit forfeited.

Fitting & Alterations Policy

  • Items fitted and accepted in-store are considered final sale. Any alterations requested or done thereafter are for personal preference and do not qualify for returns or exchanges. Fit after alterations is the client’s responsibility, as tailoring outcomes may vary.

5. Lay-By Policy

  • Minimum 30% deposit required.
  • Pay-off period: up to 6 months (no interest).
  • No exchanges after 1 month.
  • Non-payment for 3 months or longer = cancellation + deposit forfeiture.

6. Cancellations

  • Cancel within 12–24 hours: Refund issued, minus payment gateway fees.
  • Cancel after 24 hours: Refund minus fees, shipping, and customs/duties (if applicable).
  • No refunds if stock is delayed due to customs, courier, weather, or unforeseen circumstances.

7. Sales & Promotions

  • Sale/discounted items are final sale - no exchanges or refunds.
  • For BOGO or 3 for 2 promotions, the free item will always be the one of equal or lesser value.

8. Shipping & Returns

Order Processing & Dispatch
  • Orders are processed and dispatched within 1 business day after payment confirmation.
  • Orders placed after 12 PM will be processed the following business day.
  • All orders are shipped via our partnered courier service.

Delivery Timeframe

  • Our standard delivery timeframe is 2–3 working days from dispatch, unless otherwise stated.
  • “Working days” are Monday to Friday, excluding public holidays; weekends are not counted.
  • While some deliveries may occur sooner, including Saturdays, actual delivery depends on the courier’s route, workload, and potential backlogs.
  • Delays caused by the courier, weather, or other factors outside our control are not the responsibility of our store.

Shipping & Returns

  • Customers are responsible for all return shipping costs.
  • Shipping fees are non-refundable.
  • If an item is lost, stolen, or damaged in transit, we will arrange a replacement only (refunds are not issued).
  • Refunds or order cancellations cannot be processed once an order has been dispatched, unless the product is defective, damaged, or incorrect.
  • Orders placed late or close to public holidays may not arrive by a requested date; this does not qualify for a refund.
  • Refusing delivery within the stated timeframe does not entitle the customer to a refund, as the order has been dispatched in accordance with our stated policies.

Legal Compliance

  • This policy is compliant with the Consumer Protection Act 68 of 2008 (CPA), Section 19, which defines reasonable delivery timeframes and supplier obligations.
  • By placing an order with us, you acknowledge and agree to the terms of this policy.


9. Important Notes

  • Do not return items directly to the manufacturer  we will handle supplier communication.
  • Items must be returned in original condition (unworn, unaltered, undamaged). Altered/used items will be rejected and returned.
  • Approved refunds (if applicable) may take 15–25 working days to process.
  • Sale items, deposits, and pre-orders are strictly non-refundable.


Buy One Get One (BOGO) Promotion – Terms & Conditions

Please note that all purchases made through our website are subject to our full Terms & Conditions, including policies on pricing, promotions, returns, and exchanges.”

The free item forms part of a promotional offer only and has no cash value. It cannot be exchanged for cash, refunded, or converted into store credit.

  1. If a free promotional item becomes unavailable, Indian Dress House reserves the right to offer a replacement item of equal value and similar style.
  2. Customers will be notified if a replacement is required and must select their replacement within 7 days (or the timeframe specified in the notification email/message).
  3.  If no replacement selection is received within the specified timeframe, the promotional item will be deemed forfeited, and the order will be considered complete. No further claims, credits, or replacements will be issued thereafter.
  4. Promotional items are not eligible for refunds. Exchanges will only be considered where required under our standard exchange policy and at the sole discretion of Indian Dress House.
  5. If a customer chooses not to accept the available replacement options, this will be considered a voluntary forfeiture of the promotional item.
  6. Indian Dress House reserves the right to substitute promotional items with products of equal or greater value where necessary due to supplier shortages, customs delays, or stock unavailability.
  7. All other standard store policies regarding shipping, exchanges, and promotions remain applicable.

Orders and promotional items will not be held indefinitely without customer confirmation or response. It is the customer's responsibility to respond to replacement requests and promotional communications within the specified timeframe. Failure to do so will result in the order being finalized in accordance with this policy.