Returns & Refunds Policy

Last Updated: 26 September 2026

We want you to love what you order. This policy explains how exchanges, store credit and refunds work at Achinova. It forms part of, and should be read with, our Terms & Conditions (especially Sections 12–18B). Terms and conditions apply to every exchange, return and refund.

At a glance

  • Change of mind, size, fit or colour: exchange or store-credit voucher within 3 days of delivery. No refund to a bank account, card, UPI or cash.
  • Damaged, defective or incorrect item: report within 3 days of delivery with photos and your unboxing video. After we verify it, you choose a replacement, a refund to your original payment method, or Achinova store credit.
  • Your legal rights as a consumer are not affected by this policy.

1. Exchange or store credit (change of mind, size, fit or colour)

  • Request within 3 days of delivery, by email or phone (see “How to request”).
  • Exchange: swap for another size, colour or product of equal or higher value, subject to stock. If the new item costs more, you pay the difference; if it costs less, the difference is issued as store credit.
  • Voucher: if you prefer, or if an exchange is not possible, you receive a store-credit voucher for the value of the item (excluding shipping charges), valid for 90 days.
  • Reverse pickup or shipping charges for these returns, and the shipping charge for sending the exchanged item, are payable by the customer.

2. Damaged, defective or incorrect products

  • Tell us within 3 days of delivery with your order number, clear photos of the product, its tags, label and packaging, and your unboxing video (strongly recommended – see Section 12 of the Terms).
  • We will collect the product for inspection at our cost. Once we confirm the problem, you may choose:
    • a replacement of the same product, subject to stock;
    • a refund to your original payment method (for Cash on Delivery orders, to a bank account or UPI ID in your name); or
    • Achinova store credit, valid for 12 months.
  • Refunds include the amount paid for the item and any shipping charge you paid on it.
  • Reports made after 3 days are still considered, but the delay may make the problem harder to verify.

3. Conditions that apply to every claim

These conditions exist to protect genuine customers and to prevent misuse.

  • Same item, complete and unaltered. The product you send back must be the item we delivered, with all tags, labels, packaging, blouse piece, accessories and the invoice. Tamper-evident labels or security tags we apply must not be removed or damaged.
  • Inspection first. Replacement, refund or store credit is issued after we receive and inspect the product, normally within 5–7 business days of inspection.
  • Damage after delivery is not a defect. We cannot accept claims for wear or use, washing contrary to the care instructions, alterations or fall/pico work, cuts, tears, burns, stains, colour transfer, perfume, deodorant, oil, food or cosmetic marks, pet or moth damage, or damage from improper storage or handling.
  • Normal variations. Slight colour differences (screen or lighting), and natural variations in weave, print, embroidery or finish, are normal for textiles and are not defects.
  • Refund recipient. Refunds go only to the original payment method, or to a bank account or UPI ID in the name of the person who placed the order.
  • If a claim does not meet the conditions – for example the product is used, damaged after delivery, different from what we sent, or missing tags or parts – we may decline it and send the product back to you at your cost. We will tell you why in writing.
  • False or abusive claims may lead to rejection, restriction of your account or Cash on Delivery, reporting to payment providers and authorities, and legal action, as set out in Section 18A of the Terms.

4. Not eligible for exchange or store credit

Unless they arrive damaged, defective or incorrect, the following cannot be exchanged or credited for change of mind:

  • Sarees that have had a fall or pico done, been pre-pleated, or had the blouse piece cut or stitched, and any stitched or altered garment.
  • Items marked “Final Sale” or “Non-returnable”, clearance items, and items bought with a promotion that states otherwise.
  • Innerwear, hygiene products, customised items and gift cards.
  • Items without tags or original packaging, or requested after the 3-day window.

5. How to request

  1. Within 3 days of delivery, email achinova.fashion@gmail.com or call +91 93537 34067 with your order number, the reason, clear photos, and the unboxing video for damaged, defective or incorrect items.
  2. We acknowledge your request and review it. We may ask for more photos or details.
  3. If approved, we arrange pickup where the courier serves your pin code; otherwise we will tell you where to send the item. Please pack it securely with all tags and the invoice.
  4. After inspection we confirm the outcome and process your exchange, store credit, replacement or refund.

6. Store credit

Store credit is a code linked to your email address, usable only on Achinova.com. It is non-transferable, cannot be redeemed for cash and cannot buy gift cards. Credit issued in place of a refund is valid for 12 months; vouchers for change-of-mind returns are valid for 90 days. If your order is worth less than your credit, contact us to have the unused balance re-issued. See Section 18B of the Terms.

7. Other refunds

Refunds to the original payment method are also made where we cancel or cannot fulfil an order, an online payment fails or is charged twice, an item is lost in transit, you cancel an order before dispatch, or the law requires it. Approved refunds are processed within 5–7 business days and in any case within the period required by law; your bank may take a few additional days to show the amount. Cash on Delivery orders that were never paid for need no refund.

8. Cancelling an order

You may cancel before dispatch by emailing or calling us as soon as possible. Once an order has been dispatched it cannot be cancelled; please use the process above after delivery.

9. If you disagree with a decision

Write to our Grievance Officer, Sonali Pramanik, at achinova.fashion@gmail.com. We acknowledge complaints within 48 hours and aim to resolve them within one month.

Contact

Email: achinova.fashion@gmail.com
Phone: +91 93537 34067
Address: KM Palace, Vishnupuri Colony, Gangotri Chowk, Ranchi, Jharkhand 834003, India