Returns & Exchanges

01About this policy

Every Aquadoir piece is inspected and packed by hand. If the fit isn't right, or you change your mind, we want sending it back to be simple. This policy explains what you can return or exchange and how to do it. How much you are refunded, and when, is explained in our Returns & Refunds Policy. Both form part of our Terms of Use.

It applies to orders delivered in India, which are sold by Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS]). It does not affect your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

02What can be returned or exchanged

You can exchange or return any piece within 14 days of the delivery date shown in your courier tracking, as long as it is:

• unworn and unwashed, apart from trying it on briefly, as you would in a shop;
• with all original tags and labels attached, and in its original packaging (dust bag, box or polybag), with anything that came with it;
• free from stains, perfume, deodorant, makeup, smoke, pet hair, odours and any damage or alteration;
• the same piece we sent you, matching the item and size on your order.

Please try pieces on over your own clothing and keep the tags on until you are sure. We cannot accept pieces that show signs of wear, because every returned piece must be fit to be sold again as new.

03Items we can't take back

Unless they arrive damaged, faulty or not as described, we cannot accept returns or exchanges of:

• pieces clearly marked "Final Sale" on the product page at the time you bought them;
• pieces that have been worn, washed, altered or damaged after delivery, or have had their tags removed;
• socks, innerwear and similar items, once their hygiene seal or packaging has been opened;
• personalised, custom-made or made-to-order pieces;
• gift cards and Aquadoir credit;
• free gifts and promotional items, unless they are returned together with the piece they came with.

We will always tell you on the product page before you buy if a piece is Final Sale.

04Size exchanges

• You can exchange a piece for a different size of the same design within 14 days of delivery. The first exchange of each piece is free: we pick it up from your door and deliver the new size at no charge. If you want to exchange the same piece again, we will tell you the delivery charge before we arrange it.
• Exchanges depend on stock. We reserve your new size as soon as we approve your request. If it has sold out, you can choose another size, Aquadoir credit or a full refund.
• We send the new size as soon as the original piece reaches us and passes our quality check, and email you the tracking details.
• An exchanged piece can still be returned for a refund, as long as it is within 14 days of the original delivery date.

05A different design or colour

To swap for a different design or colour, please return the piece for a refund or Aquadoir credit and place a new order, so you don't miss out on stock.

06Damaged, faulty or wrong items

If something isn't right with your order, we will put it right at no cost to you.

• Damaged in transit, wrong piece or size, or something missing: please email us within 48 hours of delivery, so we can claim from the courier, with your order number and clear photos of the piece, its label or tag, and the outer packaging and shipping label. An unboxing video helps but is not required. If you notice a problem later, tell us anyway and we will still help.
• Manufacturing defects that only show up once you start wearing the piece (for example, a seam coming apart under normal use) can be reported within 30 days of delivery.
• Once we confirm the problem, you can choose a replacement (subject to stock), a repair where that makes sense, or a full refund including delivery. We collect the piece for free.
• If the outer parcel looks damaged, opened or tampered with when it arrives, please refuse it or note it with the courier and send us a photo.

Normal wear and tear, fading or shrinking from washing against the care label, pilling from friction, and damage from accidents or misuse are not manufacturing defects. Nothing in this section limits your rights under the Consumer Protection Act, 2019.

07How to start a return or exchange

1. Request it within 14 days of delivery: choose Request a Return or Exchange on your order in My Orders or Track Your Order, or email care@aquadoir.com with your order number, the piece(s), whether you want an exchange (and the new size) or a refund, and the reason. For damaged or wrong items, add your photos.
2. We confirm within 48 hours with your pickup date and instructions and, for exchanges, confirmation that your new size is reserved.
3. Pack the piece in its original packaging with all tags attached. Please don't put cash, cards or other items in the parcel.
4. Hand it to the courier. Our courier partner collects it from your address, usually within 2 to 4 business days. Keep the pickup receipt or reference number.
5. We check it and complete your request. Once the piece reaches us and passes our quality check, we send your exchange or issue your refund.

08If pickup isn't available

A few remote PIN codes are not served by our pickup partners. In that case we will give you our return address, and you can send the parcel by any tracked courier or India Post. For exchanges, and for damaged, faulty or wrong items, we repay your standard courier charge as soon as the parcel arrives (please send us the receipt). For change-of-mind returns, the courier charge is yours.

Couriers make up to two pickup attempts. If both fail, email us to rearrange; your return is still accepted as long as your first request was made within the 14 days.

09Quality check

Every return is checked, usually within 2 business days of arriving, to confirm it meets the conditions in What can be returned or exchanged. The courier may also make a quick check of the tags and condition at pickup.

If a returned piece does not pass the check (for example, it has been worn or washed, or the tags are missing), we will email you with photos and explain why. We will send the piece back to you at no extra cost and will not issue a refund or exchange for it. If you disagree, reply within 7 days and a senior member of our team will review it.

10Gifts

If you received an Aquadoir piece as a gift, you can exchange it for another size, or return it for Aquadoir credit sent to you. Refunds to the original payment method can only go to the person who paid.

11Orders delivered outside India

Orders delivered to the United Kingdom follow our UK Returns & Exchanges Policy, with free UK returns. Orders delivered anywhere else follow our Global Returns & Exchanges Policy.

12Contact and grievances

Questions about a return or exchange? Email care@aquadoir.com or call +91 6353731518 with your order number. If you are not happy with how your request has been handled, you can escalate it to our Grievance Officer, who will acknowledge it within 48 hours and resolve it within one month.

SELLER

Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS])

REGISTERED ADDRESS

[REGISTERED ADDRESS], Ahmedabad, Gujarat, India

GSTIN

[GSTIN]

CUSTOMER CARE

care@aquadoir.com
+91 6353731518

GRIEVANCE OFFICER

Parth Darji, Grievance Officer
parthdarji@aquadoir.com (subject: "Grievance")

RESPONSE TIMES

Acknowledged within 48 hours. Resolved within one month.

You can also contact the National Consumer Helpline by dialling 1915 or visiting consumerhelpline.gov.in.