Ruparna Return and Exchange Policy

 

At Ruparna, we are dedicated to providing a luxurious and seamless shopping experience for our valued clientele. Our detailed Return and Exchange Policy is designed to maintain transparency and fairness. Please read this policy thoroughly before making a purchase or initiating a return/exchange request.

Approved returns at Ruparna are eligible for store credit issued as a gift card. Refunds are not processed back to the customer’s original payment method.

1. Eligibility for Return: Your First Step

• Time is of the Essence:
  • 24-Hour Window: Return requests must be initiated within 24 hours of receiving your order. This strict timeframe ensures the integrity of our return process.
  • No Exceptions: Requests made after the 24-hour window will be strictly declined, regardless of the circumstances.
  • Proof of Delivery Time: The delivery timestamp recorded by our authorized courier partners will be considered the official time of receipt.
• Pristine Condition is Paramount:
  • Unused and Untouched: Products must be returned in their original, pristine condition. This means absolutely no signs of wear, use, alteration, or consumption.
  • Original Packaging Mandatory: All original packaging materials, including but not limited to boxes, dust bags, authenticity cards, product tags, labels, and any protective coverings, must be intact and included with the return.
  • Complete Set: Any accessories, accompanying items, or gifts that were part of the original purchase must also be returned in their original condition.
• Exclusions: Non-Returnable Items
  • Final Sale: Items explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase are ineligible for return or exchange.
  • Custom-Made & Personalized: Products that have been custom-made, tailored, or personalized according to customer specifications cannot be returned or exchanged.
  • Sale/Clearance Items: Products purchased from specific discount sections such as “Sale” or “Clearance” might have additional restrictions on returns. Kindly check the particular product description page before purchasing such items.

2. Conditions for Return: Ensuring a Valid Claim

• Customer-Induced Damage: A Disqualification
  • Handle with Care: Damage caused by mishandling, improper storage, negligence, accidents, or unauthorized modifications will immediately disqualify the product from being eligible for return.
  • Unauthorized Repairs: Any attempts to repair or alter the product by unauthorized personnel will void the return eligibility.
  • Storage Guidelines: Customers are advised to follow the storage and care instructions provided with the product to prevent damage.
• Transit Damage or Incorrect Item: Video and Photographic Evidence Required
  • Uncut Unboxing Video: The Key Evidence: In cases of transit damage or if you receive an incorrect item, a mandatory, continuous, uncut, and unedited unboxing video is required. This video must:
    • Start Before Opening: Begin recording before breaking the seal of the package.
    • Show All Angles: Clearly capture the package from all angles, showing the shipping label, any external damage, and the overall condition of the box.
    • Uninterrupted Unboxing: The video must continue without interruption, showing the careful removal of the product from its packaging, revealing any damage or discrepancies.
    • Focus on Details: Any damage or the incorrect item should be clearly highlighted and focused on in the video.
  • Photographic Proof: In addition to the unboxing video, at least two clear, high-resolution photographs are required:
    • External Packaging: One photograph must clearly show the external packaging, including any visible damage to the box and the shipping label.
    • Damaged/Incorrect Item: The second photograph must clearly show the damaged or incorrect item itself, highlighting the specific issue.

3. Shipping Costs for Returns: Who Bears the Responsibility?

• Customer Responsibility: Standard Returns
  • Return Shipping Costs: In most cases, customers are responsible for covering the shipping costs associated with returning the product to Ruparna.
  • Secure Packaging: Customers must ensure the product is securely packaged to prevent damage during return transit.
• Ruparna’s Responsibility: Verified Exceptions
  • Transit Damage: If the return is due to verified damage during transit (supported by the required video and photographic evidence), Ruparna will reimburse the reasonable return shipping costs.
  • Incorrect Product Delivered: If Ruparna erroneously shipped an incorrect product, we will cover the return shipping costs.
  • Reimbursement Process: Shipping cost reimbursements will be processed after the returned item is received, inspected, and the claim is verified. Reimbursement will be issued as a gift card only.

4. Refund Denial Rights: Protecting Against Unfounded Claims

Ruparna reserves the right to deny refund requests under the following circumstances:

• False or Misleading Claims: If the return claim is based on false or misleading statements, or if the customer provides insufficient or fabricated evidence, the refund request will be denied.
• Tampering or Incomplete Packaging: If the returned product shows signs of tampering, if parts of the product are missing, or if the original packaging is incomplete or damaged in a way that suggests use, the refund may be denied.
• Unboxing Video Discrepancies: If the submitted unboxing video is edited, manipulated, does not clearly show the alleged damage/issue, or does not match the returned item, the claim will be rejected.

5. Defective Package Handling: Immediate Action Upon Delivery

• Reject Delivery if Tampered: If the package appears to be visibly damaged, opened, or tampered with upon delivery, you have the right to reject delivery. Politely inform the courier that you are rejecting the package due to its condition and ask them to return it to the sender.
• Immediate Notification Required: If you reject delivery due to damage or tampering, immediately contact Ruparna’s customer care team:
  • Email: contact@ruparna.com
  • Include: Your Order ID and, if possible, photographs of the refused package.
• Prompt Action: This immediate notification will enable us to quickly investigate the issue with the courier and take appropriate action.

6. Replacement Procedures: A Seamless Solution

• Verification is Key: All replacement claims are subject to a thorough verification process. We will carefully examine the provided evidence (unboxing video and photographs) and inspect the returned item (if applicable).
• Brand New Replacement: Upon approval of a valid claim, Ruparna will dispatch a brand-new replacement of the same item at no additional cost to the customer.
• Out-of-Stock Items: If the originally ordered item is out of stock, a gift card equivalent to the original purchase amount will be issued. This gift card can be used for future purchases on the Ruparna website.

7. Gift Card Issuance and Usage: Terms and Conditions

• Partial Returns for Promotional Offers: If a return involves an item purchased as part of a promotional offer (e.g., Buy One Get One Free, discounts on multiple items), and only part of the order is returned, a gift card will be issued for the value of the returned item after factoring in the applicable discount.
• Prepaid Orders:
  • Gift Card Issuance: For approved returns from prepaid orders, a gift card will be issued for the refund amount.
  • Delivery Method: The gift card will be sent electronically via email and/or SMS to the registered contact details.
  • Processing Time: Please allow 5-7 business days after the claim is approved for the gift card to be issued.
• Cash on Delivery Orders:
  • Gift Card Only: Refunds for Cash on Delivery (COD) orders will be processed exclusively as gift cards. No cash refunds will be provided for COD orders.
• Gift Card Validity:
  • Expiration Date: Gift cards are valid for 30 days from the date of issuance.
  • Non-Redeemable After Expiry: Expired gift cards cannot be redeemed or extended under any circumstances.
  • Non-Transferable and Non-Refundable: Gift cards are non-transferable and cannot be exchanged for cash.

8. Packaging Requirements for Returns: Protecting the Product

• Original Invoice: The original invoice that was included with your order must be returned along with the product.
• Tags and Labels: All product tags, labels, authenticity cards, and any other identifying markers must remain attached to the product.
• Original Packaging Materials: All original packaging materials, including boxes, dust bags, protective coverings, and any other packaging components, must be included in the return.
• Promotional Items and Free Gifts: Any promotional items or free gifts that were included with your order must also be returned in their original, unused condition.
• Missing Items Penalty: If any promotional items, free gifts, or components of the original packaging are missing from the return, the full MRP (Maximum Retail Price) of the missing items will be deducted from the refund amount.

9. Evidence for Claims: The Importance of Documentation

• Unpacking Video: Your Primary Proof
  • Clear, Continuous, and Unedited: The unboxing video must be a single, continuous, unedited recording, clearly showing the package from all angles before opening and the entire unboxing process.
  • Focus on Relevant Details: Ensure the video clearly captures any damage, discrepancies, or missing items.
  • Good Lighting and Resolution: The video should be shot in good lighting conditions with sufficient resolution to clearly see the details of the package and its contents.
• Tampered Packaging: Proof is Essential
  • Rejection Without Evidence: Claims of tampered packaging without a proper unboxing video and supporting photographic evidence will be automatically rejected.
  • Burden of Proof: The burden of proof lies with the customer to provide clear and convincing evidence of any claims related to damaged or incorrect items.

10. Return Pickup and Customer Responsibility: Facilitating the Process

• Pickup Location: Original Delivery Address Only
  • Convenience and Security: To ensure a smooth and secure return process, return pickups will only be arranged from the original delivery address specified in the order.
  • No Alternate Addresses: We will not be able to arrange pickups from any address other than the original delivery address.
• Self-Arranged Courier: For Non-Serviceable Areas
  • Customer Responsibility: In locations where Ruparna’s courier partners do not provide return pickup service, customers are responsible for arranging the return shipping themselves.
  • Reputable Courier: Customers must use a reputable courier service that provides tracking information.
  • Tracking Receipt Mandatory: A copy of the courier receipt with the tracking number must be shared with Ruparna’s customer care team via email (contact@ruparna.com) to confirm the return shipment.
  • Safe Packaging: Customers are responsible for ensuring that the returned product is securely packaged to prevent damage during transit.
  • Lost Packages During Return Shipment: Ruparna is not responsible for any lost or damaged packages during return shipment when customers arrange their own courier. Customers are advised to insure their return shipments.

11. Quality Inspection and Final Decision: A Thorough Evaluation

• Detailed Inspection Process: All returned products undergo a meticulous quality inspection by Ruparna’s expert team. This inspection will assess the product’s condition, verify the presence of all original packaging and accessories, and check for any signs of use, damage, or tampering.
• Refund Denial:
  • Signs of Wear and Tear: If the returned product shows any signs of wear and tear, use, or damage that is not consistent with the reported claim, the refund request will be denied.
  • Product Mismatch: If the returned product does not match the original item that was shipped (e.g., different size, color, or model), the refund will be denied.
  • Non-Compliance with Return Standards: If the returned product does not meet the specified return standards outlined in this policy, the refund request will be rejected.
• Rejected Items: Return Shipping Costs
  • Customer Responsibility: If a return is rejected due to any of the reasons mentioned above, the customer will be responsible for bearing the cost of having the item shipped back to them.
  • Notification: Ruparna will notify the customer if their return is rejected and provide options for return shipment.

12. Non-Refundable Situations: Important Considerations

Refunds will not be issued under the following circumstances:

• Incorrect or Incomplete Address: If an incorrect or incomplete shipping address was provided during checkout, resulting in a failed delivery, a refund will not be issued. It is the customer’s responsibility to ensure the accuracy of the shipping address.
• Failed Delivery Attempts: If delivery fails multiple times due to the customer’s unavailability at the provided address or refusal to accept the package without a valid reason (as outlined in this policy), a refund will not be granted.
• Size Issues (Unless Defect-Related): Refunds will not be issued for size-related issues unless the wrong size was shipped by Ruparna or the product has a manufacturing defect affecting its size. Customers are advised to carefully review the size chart and product dimensions before placing an order.
• Altered, Resized, or Damaged Products: Products that have been altered, resized, or damaged after delivery (except for damage during transit, which must be supported by evidence) are not eligible for refunds.

13. Special Conditions for Promotions: Clarifying Offer Terms

• Buy One Get One Free (BOGO) or Combo Offers:
  • Full Refund: Entire Set Return: To receive a full refund for items purchased under a BOGO or combo offer, all items included in the offer must be returned in their original condition.
  • Partial Return: Adjusted Refund: If only part of a BOGO or combo offer is returned, the refund amount will be adjusted based on the discount structure of the original offer. The value of the kept item will be considered at its original price, and the refund will be calculated accordingly.

14. Warranty

• No Warranty Offered: Ruparna offers absolutely no warranties, express or implied, on any products sold on its platform. All products are sold “as is.”
• No Responsibility for Product Defects: Ruparna shall not be held responsible for any product defects, malfunctions, or any other issues that may arise after purchase.
• Returns Policy Only: The only recourse for customers regarding product issues is as outlined in Ruparna’s Return and Exchange Policy. Any claims outside of this policy, such as a request for product repair or replacement due to a defect, shall not be entertained.

15. International Shipping and Returns

• No International Shipping: Ruparna does not offer international shipping at this time. We currently only deliver within India.
• No International Returns: As we do not offer international shipping, there is no provision for international returns.

16. Steps to Initiate a Return: A Clear Guide

1. Contact Customer Support Immediately:
   • Email: contact@ruparna.com
   • Phone: +91 8169142835
   • Timeframe: Contact us within 24 hours of receiving your order.
   • Provide Details: In your communication, include your Order ID, a clear description of the issue (damage, incorrect item, etc.), and attach the required unboxing video and photographs.
2. Return All Original Items and Packaging:
   • To ensure a smooth return process, please return the item(s) in the same condition you received them. This includes:
     • The original product packaging (box, inserts, etc.)
     • All original tags, labels, and stickers
     • Any included documentation (user manuals, warranty cards, etc.)
     • Any free gifts or promotional items included with your order
3. Obtain an RMA Number:
   • Mandatory for Returns: A Return Merchandise Authorization (RMA) number is required for all returns.
   • Issuance: Our customer support team will provide you with an RMA number if your return request is initially approved.
   • Include in Return Package: Write the RMA number clearly on the outside of the return package.
4. Trackable Return:
   • Ruparna Pickup: If available in your area, Ruparna will arrange a convenient pickup for your return.
   • Self-Shipping: If a Ruparna pickup is not available in your area, you will need to ship the return using a trackable courier service.
   • Share Tracking Details: Once your return is shipped, please share the tracking number with Ruparna’s customer support team so they can monitor the return’s progress.
5. Processing Time:
   • Inspection and Verification: Please allow 4-7 business days for your return to be processed after it is received at our facility. This time is needed for thorough inspection and verification of the returned item and the claim.
   • Notification: You will be notified via email regarding the status of your return and the outcome of the inspection.

Thank You for Choosing Ruparna

We appreciate your trust in Ruparna. We are committed to providing exceptional products and a superior customer experience. This detailed policy is designed to ensure fairness and transparency. If you have any questions or require further clarification, please do not hesitate to contact our customer care team. We are always here to assist you.