Refund policy

RETURN AND EXCHANGE POLICY

Effective Date: September 26, 2025
Website: www.neokala.in

At Neokala, we are committed to ensuring you receive the perfect fit and are satisfied with your purchase. While we do not offer refunds or general returns, we accept size exchanges under specific conditions outlined in this policy.

Please read this policy carefully before initiating an exchange request.

1. EXCHANGE ELIGIBILITY

We currently accept size exchanges only for products purchased from www.neokala.in.

What We Accept:

  • Exchange of the same product in a different size
  • Exchanges are subject to availability of the requested size in our current inventory

What We Do Not Accept:

  • Refunds or monetary returns
  • Returns due to change of mind, dislike of style, color, or design
  • Exchanges for different products
  • Exchanges for reasons other than sizing issues

2. EXCHANGE REQUEST TIMEFRAME

Exchange requests must be initiated within 48 hours of delivery.

Requests submitted after this 48-hour window will not be accepted under any circumstances. We recommend trying on your purchase immediately upon delivery to ensure timely exchange requests if needed.

3. CONDITIONS FOR EXCHANGE

For an item to be eligible for exchange, it must meet all of the following conditions:

  • Unused and Unwashed: The product must not have been worn, washed, or used in any manner
  • Original Condition: All original tags, labels, and packaging must be intact and attached
  • No Damage or Alterations: The item must be free from stains, odors, perfume, pet hair, damage, or any alterations
  • Proof of Purchase: You must provide the original invoice or order confirmation
  • Prior Approval: Exchange must be pre-approved by our customer service team before returning the item

Items that do not meet these conditions will be rejected and returned to you at your expense.

4. HOW TO INITIATE AN EXCHANGE

To request a size exchange, please follow these steps:

Step 1: Contact Us
Email us at neokala.in@gmail.com within 48 hours of delivery with the subject line "Exchange Request - [Order Number]"

Step 2: Provide Required Information

  • Order number
  • Product name
  • Current size received
  • Requested new size
  • Reason for exchange
  • Clear photographs of the product (if requested for verification purposes)

Step 3: Await Confirmation
Our team will verify the availability of the requested size and confirm whether your exchange request is approved. You will receive a response within 24–48 hours during business days.

Step 4: Return the Product
Once approved, we will provide instructions for returning the item. In most cases, we will arrange a reverse pickup from your location. If pickup is not available in your area, you will be required to ship the item back to us at the address provided.

Step 5: Receive Your Exchange
Once we receive and inspect the returned item, we will dispatch the new size to you within 3–5 business days, subject to availability.

5. RETURN PICKUP AND SHIPPING

Reverse Pickup (Where Available)
In most serviceable locations, Neokala will arrange a reverse pickup at no additional cost to you. Our logistics partner will collect the item from your registered delivery address.

Self-Ship (Where Pickup is Unavailable)
In certain remote or non-serviceable areas, reverse pickup may not be possible. In such cases:

  • You will be required to ship the item back to us
  • We will provide the return shipping address and packaging instructions
  • Shipping costs for self-ship returns will be borne by the customer
  • We recommend using a trackable shipping method and retaining proof of shipment

Return Address:
The return address will be shared via email once your exchange request is approved. Do not ship any items without prior approval.

6. NON-EXCHANGEABLE ITEMS

The following items are not eligible for exchange under any circumstances:

  • Items returned without prior approval from our customer service team
  • Products purchased during sale, clearance, or promotional events (unless otherwise stated)
  • Customized, personalized, or made-to-order items
  • Items with missing tags, labels, or packaging
  • Products that have been worn, washed, altered, damaged, or soiled
  • Exchange requests raised after the 48-hour window from delivery
  • Products purchased from third-party sellers or unauthorized retailers

7. OUT-OF-STOCK SIZES

If the requested size is unavailable at the time of your exchange request, we will offer the following alternatives:

Option 1: Store Credit
We will issue a store credit equivalent to the value of your purchase, valid for 6 months from the date of issuance. Store credit can be used toward any future purchase on www.neokala.in.

Option 2: Alternative Product
We may suggest a similar product or style in your requested size, subject to availability and your approval.

Option 3: Wait for Restock
If the size is expected to be restocked soon, we can hold your exchange request and notify you once the size becomes available. This option is subject to inventory timelines and is not guaranteed.

You will be notified of these options and may choose the one that best suits your needs.

8. INSPECTION AND APPROVAL

All returned items are subject to inspection upon receipt at our facility. We reserve the right to reject exchanges if:

  • The item does not meet the eligibility conditions outlined in this policy
  • The product shows signs of use, damage, or alteration
  • Tags, labels, or packaging are missing or damaged
  • The return was not pre-approved

If an exchange is rejected, the item will be returned to you at your expense, and no exchange or store credit will be issued.

9. EXCHANGE PROCESSING TIME

Once we receive and approve your returned item:

  • Inspection and approval: 2–3 business days
  • Dispatch of exchanged item: 3–5 business days (subject to size availability)
  • Delivery of exchanged item: As per standard shipping timelines (refer to our Shipping Policy)

You will receive email notifications at each stage of the exchange process.

10. DAMAGED OR DEFECTIVE PRODUCTS

If you receive a damaged, defective, or incorrect product, please contact us immediately at neokala.in@gmail.com within 48 hours of delivery with:

  • Order number
  • Clear photographs of the product and packaging
  • Description of the issue

We will arrange a replacement or provide an appropriate resolution at no additional cost to you. This is separate from our standard size exchange policy and will be handled on a case-by-case basis.

11. EXCLUSIONS AND LIMITATIONS

Neokala reserves the right to:

  • Accept or reject any exchange request based on compliance with this policy
  • Limit the number of exchanges per order or customer
  • Modify or update this policy at any time without prior notice
  • Refuse service to customers who abuse or violate this policy

This policy applies only to purchases made directly from www.neokala.in. Products purchased from third-party platforms or unauthorized sellers are not covered under this policy.

12. CONTACT US

For exchange requests, questions, or assistance, please contact us:

Email: neokala.in@gmail.com
Website: www.neokala.in

We aim to respond to all inquiries within 24–48 hours during business days.

13. POLICY UPDATES

Neokala reserves the right to modify or update this Return and Exchange Policy at any time. Changes will be effective immediately upon posting to this page with an updated "Effective Date." We encourage you to review this policy periodically.

ACKNOWLEDGMENT

By making a purchase on www.neokala.in, you acknowledge that you have read, understood, and agree to the terms of this Return and Exchange Policy.