Returns and refunds

This Return, Refund, Cancellation and Exchange Policy (“Policy”) governs requests for cancellation, return, refund and exchange of products purchased through the website operated by REMALAGUÉ (By Taradhan Enterprises) (“REMALAGUÉ”, “we”, “us” or “our”). Customers are requested to review this Policy before placing an order.

1. Order cancellation

A customer seeking to cancel an order may submit a request by writing to care@remalague.com , clearly specifying the relevant order number. Cancellation requests shall be considered only where the order has not yet been dispatched.

Once an order has been dispatched, REMALAGUÉ may be unable to accommodate a cancellation request. In such circumstances, the customer may seek a return in accordance with the provisions of this Policy, where applicable.

Nothing contained in this section shall prejudice any rights available to customers under applicable law.

2. Return policy

2.1 Eligibility and time limit

For domestic orders delivered within India, customers may request a return of an eligible product within seven (7) days from the date of delivery, subject to the conditions stipulated herein.

Except where a different remedy is required under applicable law, products submitted for voluntary return must be unused, unworn, unaltered and maintained in the condition in which they were delivered. The product must be accompanied by its original packaging, tags, accessories and invoice or other relevant proof of purchase.

Customers are advised to examine their shipments upon delivery and promptly report any apparent damage, tampering or discrepancy to REMALAGUÉ.

2.2 Procedure for return requests

A customer seeking to return a product shall:

1. Submit a written request to care@remalague.com within the prescribed return period, identifying the order number, the relevant product and the reason for the request.
2. Await written confirmation and return instructions from REMALAGUÉ before dispatching the product.
3. Ensure that the product is securely packed and accompanied by the applicable invoice or proof of purchase, together with the original tags, accessories and packaging, as reasonably required.
4. Cooperate with any reasonable verification or inspection required to determine the product's condition and eligibility for return.

REMALAGUÉ reserves the right to examine returned products before approving a voluntary return or refund. Submission of a return request shall not, by itself, constitute acceptance of the request.

Requests received after expiry of the seven-day period may be declined in cases involving voluntary change-of-mind returns, subject always to applicable law.

2.3 Return shipping

For eligible domestic returns, return collection shall ordinarily be arranged through REMALAGUÉ's designated courier partner, subject to service availability at the customer's location. No return shipping fee shall be charged for such eligible returns.

Where collection facilities are unavailable, the customer shall be informed of the alternative return procedure. Any applicable arrangements shall be communicated before the product is dispatched.

2.4 Exclusions from voluntary returns

A product may be considered ineligible for a voluntary change-of-mind return where:

1. It has been used, worn, altered or damaged after delivery;
2. Original tags, packaging or accompanying accessories are missing, where their retention is reasonably necessary to assess the return;
3. The return request is submitted after the prescribed return period; or
4. The product has deteriorated or sustained damage as a result of misuse, improper cleaning, unauthorised modification or ordinary wear and tear following delivery.

These exclusions shall apply only to voluntary returns and shall not operate to deny any remedy required by law in respect of a defective, damaged, incorrect, misdescribed or otherwise non-conforming product.

3. Damaged, defective or incorrect products

Any customer who receives a product that is damaged, defective, incorrect or materially inconsistent with its description may report the issue to care@remalague.com , preferably within seven (7) days of delivery. The communication should include the order number, a description of the issue and photographs or other supporting material, where reasonably available.

Customers should retain the affected product and its packaging until the matter has been reviewed. REMALAGUÉ may seek additional information or arrange an inspection where reasonably necessary to assess the complaint.

Upon verification of the reported issue, REMALAGUÉ shall determine the appropriate resolution in accordance with the circumstances and applicable law. Such resolution may include a refund, replacement or another legally appropriate remedy, as applicable.

Where multiple products in the same order are affected, customers are requested to identify all such products in a consolidated complaint, wherever practicable.

The reporting period and product-condition requirements specified for voluntary returns shall not restrict any statutory rights or remedies available to customers in relation to defective, damaged, incorrect, misdescribed or otherwise non-conforming products.

4. Refund procedure and processing

Refunds for eligible returns shall be processed following receipt and assessment of the returned product, subject to the terms of this Policy and applicable law.

For voluntary returns, the product must satisfy the applicable return conditions set out herein. Any determination concerning eligibility shall be made in accordance with this Policy, without prejudice to mandatory consumer rights.

Approved refunds shall ordinarily be credited through the original payment method used for the transaction. Where the original payment method is unavailable or the refund cannot reasonably be processed through that method, an alternative lawful mode of refund may be arranged in consultation with the customer.

For eligible returns, REMALAGUÉ shall ordinarily initiate the refund within ten (10) to fifteen (15) working days from the date the returned product is received at the designated warehouse. The time required for the refund to appear in the customer's account may vary depending on the relevant bank, payment provider or financial institution.

Refunds or other remedies arising from defective, damaged, incorrect, misdescribed or otherwise non-conforming products shall be addressed in accordance with applicable law.

Where additional information is reasonably required to complete a refund, the customer may be contacted for the necessary details.

5. Exchange policy

REMALAGUÉ does not ordinarily facilitate voluntary exchanges of products purchased through its website.

This restriction shall not affect any entitlement to a replacement or other remedy that may arise under applicable law where a product is defective, damaged, incorrect, misdescribed or otherwise non-conforming.

6. Customer support

All communications concerning cancellations, returns, refunds, exchanges or product-related complaints shall be addressed to:

Email: care@remalague.com

Customers are requested to include the relevant order number in their correspondence to facilitate identification of the transaction and timely resolution of the request.

7. General provisions

This Policy shall be read and applied in conjunction with applicable laws governing consumer protection and e-commerce in India.

In the event of any inconsistency between this Policy and a mandatory provision of applicable law, the relevant statutory provision shall prevail. Nothing in this Policy shall be construed as excluding or restricting a consumer's rights or remedies to the extent that such exclusion or restriction is prohibited by law.

REMALAGUÉ may amend this Policy from time to time, subject to applicable law. The version published on the website shall govern orders to the extent legally applicable.