Return
Policy.
This Return Policy explains how returns, product verification, replacements and applicable refunds are handled for purchases made from PAULA FASHION, operated by PAULA PRIVATE LIMITED.
Before sending
something back.
Scope of this Return Policy
This Return Policy applies to eligible products purchased through the official PAULA FASHION online store operated by PAULA PRIVATE LIMITED.
This Policy should be read together with our Terms and Conditions, Refund & Cancellation Policy, Shipping Policy and Privacy Policy.
The conditions below govern ordinary commercial returns. They do not remove or restrict remedies that must be provided to consumers under applicable Indian law.
Return request window
For an ordinary eligible return, a return request should be raised within 7 calendar days from the date of delivery.
The date shown as successfully delivered by the applicable delivery or logistics record may be used for calculating the ordinary return-request period.
Requests made after the ordinary return window may not qualify for a discretionary return unless the circumstances are covered by applicable consumer rights, warranty rights or another legal remedy.
The 7-day ordinary return window is not intended to remove a remedy that must otherwise be provided under applicable law for defective, deficient, spurious, incorrectly described or materially non-conforming goods.
Condition required for an ordinary return
Unless the return concerns a verified defect, damage, incorrect delivery or another legally protected issue, an ordinary return should meet the following conditions:
- Product is unused and unworn.
- Product has not been washed, altered, stitched, damaged or materially changed after delivery.
- Original brand tags, labels and attached tags remain intact where supplied.
- Original packaging and accessories supplied with the item are returned where reasonably possible.
- Product does not contain avoidable stains, perfume, makeup marks, body odour or other signs of use.
- The correct product associated with the relevant order is returned.
Products returned because of a manufacturing defect, damage or incorrect delivery will be assessed according to the nature of the complaint and applicable consumer law rather than solely by an ordinary unused-product condition.
How to request a return
To request a return, contact our customer-care team using the contact details associated with this website and provide your order information.
Wrong, damaged or defective product
If you receive an incorrect, damaged, defective or materially non-conforming product, contact us as soon as reasonably possible after discovering the issue.
We may request reasonable supporting information such as photographs of the product, packaging, tags, shipping label or affected area so that the issue can be reviewed.
Depending on the verified circumstances, the appropriate remedy may include replacement, return, exchange, refund or another remedy required under applicable law.
If an item arrives damaged or incorrect, retaining the outer packaging and shipping label until the issue is reviewed can help us verify the shipment more efficiently.
Items that may not qualify for an ordinary return
For hygiene, product-integrity or customisation reasons, certain products may not qualify for an ordinary change-of-mind return.
- Products that have been worn, washed, used, damaged or altered after delivery.
- Products with missing or deliberately removed original tags where the tags were supplied attached.
- Customised, personalised or made-to-order items where the product was produced specifically for the customer.
- Products materially damaged while in the customer's possession for reasons unrelated to an original defect.
- Items specifically identified on the product page as non-returnable for legitimate hygiene or product-integrity reasons, where legally permissible.
These exclusions do not apply in a manner that would unlawfully deny a consumer a remedy for defective, deficient, spurious, wrongly supplied or materially misdescribed goods.
Reverse pickup & product inspection
Where reverse-pickup service is available for the relevant location, we may arrange collection through a logistics partner after the return request is approved for pickup.
Pickup availability may depend on the serviceability of the delivery location.
Returned products may undergo a reasonable inspection to verify the item, tags, condition, return reason and order details.
Approval of a pickup request does not by itself mean that the product has passed final return inspection.
Exchange or replacement
Where operationally available, an approved return may be resolved through exchange or replacement, particularly for size, product or verified fulfilment issues.
Exchange and replacement remain subject to relevant product and size availability.
If an approved replacement cannot be supplied because the required product or size is unavailable, an appropriate alternative resolution, including a refund where applicable, may be offered.
Refund after an approved return
Where refund is the applicable approved resolution, the refund will ordinarily be initiated after the returned product has been received and successfully verified.
For prepaid orders, approved refunds will ordinarily be returned to the original payment method where technically possible.
After a refund is initiated, final credit time may depend on the bank, UPI provider, payment gateway, wallet, card network or other financial institution.
For detailed payment-related refund provisions, please review our Refund & Cancellation Policy .
Cash-on-delivery refunds
A cash-on-delivery order does not have an original digital payment instrument to which money can automatically be reversed.
Where an eligible cash-on-delivery return qualifies for a refund, we may request appropriate bank, UPI or other payment information required to process the refund.
Customers should provide only the information reasonably required for the refund and should not disclose passwords, PINs, OTPs or other confidential authentication credentials.
Shipping & return charges
The treatment of delivery, return or reverse-logistics charges depends on the reason for the return.
Where the return arises from a verified defect, damaged delivery, incorrect item or another issue attributable to fulfilment by us, the customer will not be required to bear charges that applicable law requires us to bear.
For an ordinary discretionary return unrelated to a defect or fulfilment error, any applicable reverse logistics conditions will be communicated before the return is processed.
No hidden return charge will be deducted without disclosure where disclosure is required.
Failed or missed reverse pickup
If a scheduled reverse pickup cannot be completed because the customer or product is unavailable, customer care may assist with a further attempt where reasonably possible.
Please ensure the product is securely packed and available for collection on the agreed pickup date.
Repeated failed pickup attempts attributable to customer unavailability may require another return arrangement, subject to serviceability and applicable rights.
Consumer rights under Indian law
This Policy is intended to operate consistently with the Consumer Protection Act, 2019, applicable Consumer Protection (E-Commerce) Rules and other mandatory Indian consumer protection requirements.
Nothing in this Policy is intended to exclude, restrict or waive rights available in relation to defective goods, deficient services, goods that do not correspond with their stated characteristics, unfair trade practices or other legally protected circumstances.
If any ordinary return condition on this page conflicts with a mandatory consumer protection requirement applicable to a particular case, that mandatory legal requirement will prevail.
What we check
before approval.
Need help with a return?
Contact our customer-care team with your order number and details of the product concerned. For an unresolved grievance, you may contact the grievance officer using the information shown here.