Returns and Exchange Policy — ARZO India

Last updated: 08-09-2026

1. Overview

At Arzo India, we want you to love what you order. We offer returns, exchanges, or store credit for ready-to-wear items, as detailed below. Custom or made-to-order items operate on an exchange-only model.

2. Exchange & Return Window

You may request a return or exchange within 7 days of delivery for online orders or purchase date for in-store purchases.

3. Conditions for Exchange

To be eligible for exchange, an item must be:

  • Unused, unworn, and unwashed

  • In its original condition, with all original tags, labels, and packaging intact

  • Free of any alteration, stitching modification, or damage caused after delivery

  • Accompanied by the original invoice or order confirmation

Non-Exchangeable Items

The following items cannot be exchanged, except where the reason is a genuine defect or error on our part (see Section 4):

  • Customised, personalised, or made-to-order products

  • Sale, clearance, or discounted items

  • Items purchased using a gift card or store credit, unless stated otherwise at the time of purchase

  • Innerwear, blouses that have been altered/stitched to measurement, or other items flagged as non-exchangeable on the product page for hygiene or customisation reasons

4. Damaged, Defective, or Wrong Item Received

If you receive an item that is genuinely damaged, defective, or different from what you ordered, please contact us within 7 days of delivery with your order number and photos/video of the issue. In verified cases, we will offer, at your choice:

  • A free replacement of the same item (subject to availability), or

  • A full refund to your original payment method, or

  • Store credit

This exception applies only where the fault is genuinely ours (manufacturing defect, shipping damage, or an incorrect item sent) — it does not extend to change-of-mind requests, sizing issues where the correct size was ordered, or normal variation in handwoven/natural-fibre products (see Section 6).

5. How to Request an Exchange

  1. Email us at wecare@arzoindia.com (or contact your nearest store directly for in-store purchases) within the eligibility window, with your order number and reason for the exchange.

  2. Our team will confirm eligibility and share instructions for returning the item.

  3. Once we receive and inspect the returned item, we will process your exchange for an item of equal value, or arrange store credit for the difference if applicable.

We recommend reaching out before packing and shipping an item back, so we can confirm eligibility first.

6. Handcrafted Product Variation

Many ARZO products are handwoven or handcrafted using natural fibres. Minor variations in colour, weave, texture, or embellishment placement between the product photograph and the item you receive are a natural characteristic of handmade goods and are not considered a defect or grounds for exchange under Section 4.

7. Return Shipping Responsibility

  • Change-of-mind exchanges (Sections 2–3): return shipping costs are the customer's responsibility, unless we state otherwise for a specific promotion.

  • Damaged, defective, or wrong items (Section 4): we will cover the cost of return shipping, either by arranging a prepaid pickup or reimbursing your shipping cost upon verification.

8. Exchange Processing Timeline

  • Once we receive your returned item, inspection and exchange processing typically takes 5–7 business days.

  • You will receive an email/SMS confirmation once your exchange has been processed and your replacement item has shipped.

  • Refunds approved under Section 4 are issued to the original payment method and may take an additional 5–10 business days to reflect, depending on your bank or payment provider.

9. Order Cancellations

  • Orders can be cancelled free of charge within 12 Hours of placing the order, or any time before the order enters processing — whichever is earlier. Contact us immediately at wecare@arzoindia.com or call +91 77195 69213 to request a cancellation.

  • Once an order has been processed or dispatched, it cannot be cancelled; you may request an exchange after delivery instead, subject to this policy.

  • For customised or made-to-order items, cancellation may not be possible once production has started — this will be communicated on the relevant product page.

10. In-Store Purchases

This policy applies equally to purchases made at our Ludhiana, Jalandhar, and Dehradun stores. Please bring your original invoice/receipt when requesting an in-store exchange.

11. International Orders & Returns

  • Return Shipping & Logistics: For international returns or size exchanges, shipping charges and courier logistics are the sole responsibility of the customer.

  • Customs & Import Duties: Any import duties, local customs taxes, or clearance fees levied by the destination country are non-refundable and must be paid by the customer.

  • Defective / Wrong Items: If you receive a damaged or incorrect item overseas, please notify us within 7 days at wecare@arzoindia.com with photo proof for a full refund or replacement resolution.

11. Questions

If you have any questions about an exchange, a cancellation, or a damaged/incorrect item, please contact us:

This Return and Exchange Policy forms part of, and should be read together with, our Terms & Conditions and Shipping Policy.