At Sitara by Nila, we want you to be happy with your purchase. If you are not completely satisfied with your order, we offer returns, refunds, and exchanges in accordance with the terms below.
This policy applies to purchases made through sitarabynila.in and covers our clothing, accessories, and other products offered on our website.
1. Return Eligibility
We accept returns for eligible products within 14 days from the date of delivery.
Returns are accepted for any reason, including:
- Change of mind
- Size or fit issues
- Ordered the wrong size
- No longer required
- Product preference changes
- Any other reason, subject to the return conditions below
Our return policy applies to:
- Ready-to-ship products
- Pre-order products
- Made-to-order products
- Customized/personalized products
- Sale and discounted products
- Promotional or coupon-purchased products
- Accessories
2. Conditions for Return
To be eligible for a return, the product must:
- Be unused and unworn.
- Be in its original condition.
- Have all original tags and labels attached.
- Not have any stains, marks, damage, perfume/smell, or other signs of use.
- Not have been washed.
- Not have been altered, modified, or repaired by the customer.
- Be returned in a condition suitable for resale.
Original packaging is preferred but not mandatory, provided the product itself meets all the return conditions. All returned products are subject to inspection before a refund or exchange is approved.
3. Return Request Period
A return request must be submitted within 14 days from the date of delivery.
The return request can be submitted through the My Orders / Return Request section of our website, or by contacting us through WhatsApp or email.
WhatsApp: [WhatsApp Number]
Email: [Support Email]
Once the return request is approved, we will arrange the return pickup.
4. Return Pickup
For eligible returns, Sitara by Nila will arrange doorstep pickup through our delivery partner. Return pickup will generally be arranged within 3–5 business days after the return request is approved, subject to courier availability.
The customer does not need to pay return shipping charges for the first scheduled return pickup.
Failed Pickup
If the customer is unavailable during the first scheduled pickup, one additional pickup attempt will be arranged at no extra cost. If the second pickup attempt also fails because the customer is unavailable, the customer may still return the product by arranging a courier themselves. In such cases, the customer will be responsible for the return courier charges.
5. Refund Process
Once we receive the returned product, it will be inspected to ensure that it meets our return conditions. After the return is successfully verified, the refund will be processed to the original payment method.
Refunds will generally be processed within 3–5 business days after the returned product has been received and successfully inspected. The time taken for the refunded amount to appear in the customer’s account may vary depending on the bank, payment gateway, card issuer, or other payment service provider.
6. COD Order Refunds
For Cash on Delivery (COD) orders, refunds will be made electronically to the customer’s verified bank account or UPI account. Cash refunds will not be provided. Customers may be required to provide accurate bank/UPI details to process the refund.
7. Exchange Policy
Customers may choose an exchange instead of a refund for an eligible product. An exchange can be requested for a different size of the same product, or a different product of the customer’s choice. Exchange is subject to product availability.
Only one exchange is allowed per order/item. If the customer does not wish to proceed with the available exchange option, they may request a refund, subject to the applicable return conditions.
8. Exchange Price Difference
If the replacement product has a higher price, the customer must pay the difference before the replacement product is dispatched. If the replacement product has a lower price, the difference will be refunded to the customer’s original payment method.
For the first eligible exchange, Sitara by Nila will cover both the return pickup and delivery of the replacement product.
9. Exchange When the Replacement Product Is Unavailable
If the requested size or replacement product is unavailable, the customer may choose another available product or size, or request a refund instead.
If the customer chooses a refund because the requested replacement is unavailable, the refund will be processed within 3–5 business days after the refund is confirmed. The amount may take additional time to reflect in the customer’s account depending on the payment provider or bank.
10. Customized & Made-to-Order Products
Customized and made-to-order products are also eligible for return, refund, and exchange under this policy. The same 14-day return period applies.
Customized or made-to-order products must be returned unused, unworn, unwashed, unaltered, undamaged, and with the applicable original tags/labels attached.
11. Sale & Discounted Products
Products purchased during sales, promotions, discounts, special offers, and coupon offers are also eligible for return, refund, and exchange under the same return policy as regular-priced products. The standard return conditions and 14-day return period apply.
12. Damaged Products
If a product arrives damaged during delivery, the customer must contact us within 48 hours of delivery.
For damaged products, customers should provide:
- Clear photographs of the product
- Clear photographs of the packaging
- A video of the package/product where possible
- Order number and relevant details
We will review the issue and provide an appropriate resolution, which may include a replacement or refund.
13. Wrong, Missing or Incorrect Products
If you receive a wrong product, a wrong size/product compared to your order, a missing item, or an incomplete order, please contact us as soon as possible.
Depending on the situation, we may provide a replacement for the affected item, a full refund, a partial refund, or another appropriate resolution agreed upon with the customer.
14. Partial Returns
If an order contains multiple products, customers may return only one or some of the items without returning the entire order. Multiple eligible items from the same order may be collected together in a single return pickup.
15. Order Cancellation
Customers may cancel their order before the order is dispatched. This applies to ready-to-ship orders, pre-orders, made-to-order products, and customized products.
Once an order has been dispatched, it can no longer be cancelled under the cancellation process. However, the customer may use the applicable return policy after delivery.
For successfully cancelled orders, the refund will be made to the original payment method. The time taken for the refund to reflect may vary depending on the payment gateway, bank, card issuer, or other payment provider.
16. Partial Order Cancellation
For orders containing multiple products, customers may cancel individual items before dispatch instead of cancelling the entire order. The refund for the cancelled item will be processed according to the applicable refund process.
17. Non-Returnable Conditions
A return, refund, or exchange may be rejected if the product:
- Has been worn or used.
- Has been washed.
- Has stains, marks, makeup, food stains, or other damage.
- Has a strong perfume or other smell indicating use.
- Has been altered, modified, repaired, or otherwise changed by the customer.
- Is missing required tags or labels.
- Shows signs of intentional damage or misuse.
- Is returned after the applicable 14-day return period.
Returns may also be rejected if the condition of the product does not reasonably allow it to be resold.
18. Product Inspection
All returned products are subject to inspection after they are received by Sitara by Nila. A refund or exchange will be processed only after the returned product is verified to meet the applicable return conditions.
If a returned product does not meet the return requirements, we may reject the return and contact the customer regarding the next steps.
19. Fair Use of the Return Policy
We aim to provide a simple and customer-friendly return experience. However, Sitara by Nila reserves the right to review and restrict future returns, exchanges, or orders in cases involving suspected fraudulent claims, intentional product damage, repeated misuse of the return policy, returns of used or altered products, false or misleading information, or any other activity intended to misuse the return or refund process.
Any such decision will be reviewed based on the circumstances of the individual case.
20. Contact Us
For return, refund, exchange, cancellation, or other order-related assistance, please contact us through:
Sitara by Nila
Website: sitarabynila.in
Email: [Support Email]
WhatsApp: [WhatsApp Number]
Please keep your order number available when contacting our support team so that we can assist you more quickly.