Return & Refund Policy

1. Our Commitment
   Our Products are made to order. You are entitled to a return or refund if — and
   only if — the product has a manufacturing defect or is incorrectly dispatched
   or is materially different from the order made.
   Outside of these legally defined situations, all sales are final. We do not accept
   returns for change of mind, incorrect size or colour ordered by you, or dissatisfaction
   with fit or appearance. We would therefore request you to be careful
   regarding fit, size (please use the size chart and associated instructions) before
   you place the order.
2. Return Window
   You have 72 hours (3 days) from the courier’s delivery confirmation timestamp
   to raise a return request. This window is fixed and is not paused or extended
   for any reason, including delays in opening the parcel. Requests submitted after
   this window will not be entertained.
   To initiate a request, email support@unskripted.in with your order number,
   unboxing video, and photographs. Incomplete submissions will not be processed
   and do not pause the 72-hour window.
3. Eligible Reasons for Return
   Accepted
   Returns are accepted only for the following, which must be evidenced in your
   unboxing video:

• Manufacturing defects: torn seams, broken zippers, incomplete prints, or
  structural damage present at the time of delivery.
• Wrong item dispatched: a product that differs from your confirmed order
  in item type or style.
• Empty box delivery.
  Not Accepted
  The following are explicitly outside the scope of eligible returns under our policy:
• Wrong size, colour, or design selected by the customer at the time of order.
• Minor colour variation due to screen display differences (standard industry variance).
• Measurement differences within ±2 cm of the published size chart.
• Dissatisfaction with fabric texture, weight, or feel.
• Damage caused after delivery, including from washing, wearing, or storage.
• Change of mind or accidental duplicate orders.

4. Non-Returnable Items
   The following are non-returnable and non-refundable under all circumstances:

• All custom-made, personalised, or made-to-order products.
• Items marked as “Final Sale” at the time of purchase.
• Personal hygiene items (masks, accessories with skin contact).
• Gift cards.
• Items that have been worn, washed, altered, or dry-cleaned.
• Items returned without prior written approval from us.

5. Mandatory Unboxing Video Requirement
   An unboxing video is required for all return requests as our primary fraud-prevention
   measure. The video must:

• Begin before the package is opened, with the sealed parcel and shipping
  label clearly visible.
• Be continuous and unedited — cuts or pauses will invalidate the claim.
• Clearly show the defect or discrepancy being claimed.
• Be submitted in original file format, not a screen recording of a recording.
  We strongly recommend recording this for every delivery.

6. Return Shipping
   For approved returns arising from a manufacturing defect or wrong item dispatched
   by us, we will arrange reverse pickup at no cost to you.
   For all other approved returns, the customer is responsible for arranging and
   bearing the full cost of return shipping via a trackable courier service. We are
   not liable for items lost or damaged in return transit.
   Items sent back without prior written approval will be refused and returned to
   the sender. No refund or replacement will be issued for unapproved returns.
   
7. Handling and Inspection Deductions
   Approved returns are subject to inspection upon receipt. If the returned item
   shows signs of use, washing, missing tags, or repackaging inconsistent with its
   original condition, we reserve the right to reduce the refund proportionally or
   decline it entirely based on the condition of the item received. This deduction
   reflects the diminished resale value of the returned product.
   Original shipping charges are non-refundable, except in cases where the return
   is caused by our error (wrong item dispatched or manufacturing defect).
8. Exchanges
   Exchanges are offered only for verified wrong-item dispatches, subject to stock
   availability. We do not offer size or colour exchanges. If an exchange product is
   unavailable, a refund will be issued.
   No exchanges on international orders. or personalised products.
9. International Orders
   All international orders are final sale. No returns, exchanges, or refunds will be
   processed for orders shipped outside India, except where the product is proven
   defective at the time of delivery.
   Any customs duties, taxes, or import fees are the sole responsibility of the
   customer, including where a parcel is refused or undeliverable.
10. Refund Processing
    Once a return is received and inspected, we will notify you of the outcome
    within 48 hours. If approved, the refund (minus any applicable deductions
    under Section 7) will be processed to your original payment method within 7–
    10 business days. We are not responsible for delays caused by your bank or
    payment provider.
    Approval of a return request does not guarantee a full refund — the final refund
    amount is determined after physical inspection.
11. Grievance Redressal
    In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our
    Grievance Officer can be reached at:
    
    Email: support@unskripted.in
    We will acknowledge your complaint within 48 hours and endeavour to resolve it within 30 days.
    If your complaint is not resolved to your satisfaction, you may approach the appropriate
    Consumer Disputes Redressal Commission under the Consumer Protection
    Act, 2019. All disputes are subject to the jurisdiction of the courts in
    Mumbai, India.
12. Policy Amendments
    We reserve the right to amend this policy at any time. The version published
    on our website at the time of your order governs your purchase. By placing an
    order, you confirm that you have read and agreed to this policy in full.
    For return requests, email support@unskripted.in with your order number, unboxing
    video, and photographs within 72 hours of delivery. Incomplete requests
    will not be processed.