Soulmate Top

We hope you will love everything you order from us, but if something isn’t quite right, you have 3 days from the delivery date to return it to us. We offer free size exchange on all orders and offer a credit note valid with no expiry. As a company policy, we do not provide refunds on any product sold.

All items must be returned in their sealed original packaging and in its original condition. Items must be unused

Please note that clearance sale items are not eligible for returns or exchanges. View our complete policy Exchange Policy

Terms and Conditions
By making a purchase, you acknowledge, understand, and agree to adhere to the following terms and conditions.

1. Cancellations

• Orders can be canceled within 24 hours of placement.
• Orders placed during sales or promotional events are not eligible for cancellation or refund however they're eligible for exchange and store credits. 

2. Exchanges

General Policy

• Exchanges are accepted within 48 hours of delivery.
• To be eligible, the product must be unused, in its original condition, and packaging.

Steps to Initiate Exchange or Return

1. Log in to our website using your email and OTP.
2. Navigate to your order details, click "Request Return", and specify the reason.
   • For exchanges, mention the desired size in the notes section.
   • For store credits, leave the notes section blank.
3. Submit your request. Upon approval, you’ll receive a confirmation email.
4. Our courier partner will initiate a reverse pickup within 24 hours of approval.
5. After pickup completion, we’ll process your exchange or store credits within 24 hours.
6. If the reverse pickup is not completed by the courier partner upon approval, or if the customer is unavailable to hand over the product within 24 hours, the customer must inform us promptly so we can reschedule the reverse pickup.

Note:

• Products such as jewelry, accessories, notebooks, and face masks are not eligible for return or exchange.
• Purchases made during clearance sales are eligible only for store credits upon return.
• We offer two attempts for reverse pickup. If both attempts are unsuccessful, it becomes the customer’s responsibility to arrange and ship the product back to us.

3. Refund Policy

Eligibility for Refunds

Refunds are only processed if:

• The order is delayed beyond the shared delivery date.
  
• Wrong product has been delivered.
  

Refunds are not applicable if:

• The order is refused upon delivery, despite being dispatched on or before the promised delivery date.
• The product has already been delivered and received by the customer. 

Processing Timeline

• Refunds will be initiated within 3–15 working days via the original payment method.
• Once initiated and an ARN (Acquirer Reference Number) is generated, you can check with your bank if the refund isn’t reflected within 3–7 days.
• Refund timelines depend on your bank’s processing schedule.

4. Domestic Exchanges

• Size Exchanges:

  • Allowed on all apparel (excluding clearance sales).
  • Reverse pickup will be arranged, and a new order with the exchanged size will be processed upon pickup.

• Return Form Submission:

  • Returns or exchanges are accepted only when requested through our return form. Unauthorized returns will not be accepted.

5. International Exchanges

• Customers must bear shipping charges for to-and-fro exchanges.
• Upon filling the return form, our team will assist within 24–48 hours.
• Customers need to send the product to our warehouse and share shipping details.
• A new order will be placed upon receipt of the product, with applicable shipping charges billed separately.

6. Damaged Products

• Packages with visible damage during delivery should be refused.
• If the product inside the package is damaged, share images with us at hello@fancypastels.com or on our social media within 24 hours of delivery.

Note: Uneven color and texture variations are characteristics of natural processes and handblock printing.

7. Quality Check Parameters for Returns

Returned products must:

• Be unused and undamaged.
• Retain original tags and packaging.
• Show no signs of tampering or alterations (e.g., opened stitching).

Failure to Meet Quality Check

• Products failing the quality check will be returned to the customer, with shipping and reverse pickup charges applicable.

8. Refunds as Store Credits

• Upon approval, store credits will be applied to your account within 3–7 days.
• Refunds to bank accounts are not available.

9. Customized Products

• Customized orders require 10–20 working days for shipping.
• Returns or exchanges are not permitted for customized products.

For any queries related to exchanges or returns, please email us at hello@fancypastels.com, as social media channels are not monitored 24/7.