Refund &
Cancellation.
This Refund and Cancellation Policy explains how PAULA FASHION, operated by PAULA PRIVATE LIMITED, handles order cancellations, approved refunds, payment reversals and related customer requests.
The essentials before
you make a request.
Scope of this Policy
This Policy applies to orders placed through the PAULA FASHION online store operated by PAULA PRIVATE LIMITED.
It should be read together with our Return Policy, Shipping Policy, Terms and Conditions and Privacy Policy.
Nothing in this Policy is intended to restrict any mandatory consumer right or remedy available under applicable Indian law.
Cancellation by the customer
You may request cancellation of an order before it has been dispatched, subject to the actual processing status of the order.
To request cancellation, contact our customer-care team using your registered contact information and provide the relevant order number.
PAULA FASHION does not impose a separate cancellation fee merely for submitting an eligible order cancellation request.
Orders already dispatched
Once an order has been dispatched or handed over to the logistics or delivery network, cancellation may no longer be operationally possible.
Where cancellation is no longer available, any request concerning return, replacement, damage, defect or incorrect delivery will be handled under our applicable Return Policy and mandatory consumer rights.
Refusing delivery does not automatically create a right to a refund in every circumstance. The order will be reviewed according to its status, applicable policies and law.
Cancellation by PAULA FASHION
In limited circumstances, we may be unable to fulfil an accepted order.
This may occur because of circumstances such as:
- Genuine product or stock unavailability.
- Payment failure or unsuccessful payment verification.
- Suspected fraudulent or unauthorised activity.
- An obvious technical or system error affecting the transaction.
- A delivery location that cannot reasonably be serviced.
- Legal or regulatory restrictions affecting fulfilment.
- Other circumstances in which the order cannot lawfully or reasonably be completed.
Where we cancel a prepaid order that cannot be fulfilled, the amount received for the cancelled order will be refunded through an appropriate payment route.
When a refund may be issued
Subject to verification and the applicable policy, a refund may arise in circumstances including:
- An eligible prepaid order cancelled before dispatch.
- An order cancelled by us after payment has been received.
- An approved return for which a refund is the applicable remedy.
- A verified duplicate payment.
- A payment debited for an unsuccessful order where the amount is not automatically reversed by the relevant payment provider.
- A wrong, damaged, defective or materially non-conforming product where refund is the applicable remedy.
- Any other situation where a refund is required under applicable law.
Refund method
Approved prepaid refunds will ordinarily be initiated to the original payment method used for the purchase, where the payment system permits this.
Depending on the payment method, the refund may be handled through the relevant bank, card network, UPI service, wallet, payment gateway or other authorised payment provider.
Where a refund cannot technically be returned through the original payment route, we may request reasonable information necessary to process the refund using another appropriate method.
For eligible cash-on-delivery transactions, where applicable, refund details may need to be collected separately because no original online payment instrument exists.
Failed, pending & duplicate payments
A payment may occasionally appear pending or debited even when an order is not successfully created.
In many cases the bank or payment-service provider automatically reverses an unsuccessful transaction. Where this does not happen, please contact us with the relevant transaction and order information so that the issue can be reviewed.
If we verify that the same order has been charged more than once, the duplicate amount will be processed for refund.
Wrong, damaged or defective products
If you receive a product that is damaged, defective, incorrect or materially different from the product ordered, please contact customer care as soon as reasonably possible after becoming aware of the issue.
We may ask for the order number, product details, photographs or other reasonable information needed to verify the issue.
Where the claim is accepted, the available remedy may include replacement, return, refund or another appropriate resolution depending on the circumstances and applicable law.
Discounts, coupons & promotional orders
Where an order was purchased using a discount, promotional offer or coupon, any approved refund will be based on the amount actually paid for the relevant product or order, subject to applicable tax, promotional and statutory requirements.
A discount or coupon does not ordinarily create a right to receive cash equal to the undiscounted product value.
Any restoration or reuse of a promotional benefit will depend on the terms applicable to that promotion.
Shipping and other charges
Treatment of shipping, delivery or other applicable charges will depend on the reason for cancellation or refund and the circumstances of the order.
Where an entire prepaid order is cancelled by us before fulfilment, applicable amounts collected for that cancelled order will be handled as part of the refund.
Where a refund arises because of a verified defect, incorrect product or another circumstance protected by applicable consumer law, relevant charges will be handled consistently with those rights.
Refund processing & bank credit
Once a refund request has been approved, we will initiate the refund through the applicable payment channel.
After initiation by us, the time taken for the amount to appear in your account may depend on your bank, card issuer, UPI service, wallet, payment gateway or other payment-service provider.
A refund initiation confirmation does not necessarily mean that the receiving financial institution has completed final credit at the same moment.
If an initiated refund does not appear within a reasonable period, please contact customer care with the relevant order and refund information.
Statutory consumer rights
This Policy is intended to operate consistently with applicable Indian consumer protection law.
Nothing in this Policy is intended to exclude, restrict or waive a mandatory remedy available to a consumer in relation to defective goods, deficient services, unfair trade practices or other matters protected by applicable law.
If a provision of this Policy conflicts with a mandatory statutory consumer protection requirement, the applicable legal requirement will prevail to the extent of that conflict.
When we review
a refund request.
Need help with a refund or cancellation?
Contact our customer-care team with your order number and registered contact details. For unresolved grievances, you may contact the grievance officer using the information shown here.