Refund & Exchange Policy
REFUND & EXCHANGE POLICY
Effective Date: [DATE]
At DUSK HERON, we want you to be confident about every purchase. We carefully inspect and pack our products before dispatch, and we expect every item reaching you to meet our standards.
This Refund & Exchange Policy explains the circumstances in which an order may qualify for an exchange, replacement, store credit or refund.
Please read this policy carefully before placing an order.
⸻
1. GENERAL POLICY
DUSK HERON follows a controlled exchange and resolution process to ensure that every product returned to us is properly verified.
Eligible products may qualify for:
* Size exchange;
* Replacement of a defective or damaged product;
* Replacement of an incorrectly delivered product; or
* Store credit, where an exchange or replacement cannot be fulfilled.
All requests are subject to the conditions and timelines described below.
Nothing in this Policy is intended to limit any consumer rights that cannot legally be excluded under applicable Indian law.
⸻
2. ELIGIBILITY FOR EXCHANGE
An exchange request may be accepted when all applicable conditions below are satisfied.
A product must be:
* Unworn and unused;
* Unwashed;
* Unaltered;
* Free from stains, marks, perfume, odour or other signs of use;
* Free from damage caused after delivery;
* Returned with all original tags and labels attached;
* Returned in its original packaging, wherever applicable; and
* Accompanied by the relevant order/invoice details.
Exchange requests may be considered for:
A. Size Exchange
If the size purchased does not fit, you may request an exchange for another available size of the same product, subject to stock availability.
B. Defective Product
If the product has a manufacturing defect, you may contact us for verification and replacement.
C. Damaged Product
If the product reaches you damaged, please contact us immediately with photographs and other requested evidence.
D. Incorrect Product
If you receive a product different from the one ordered, please contact us so that we can investigate and arrange an appropriate resolution.
⸻
3. EXCHANGE PERIOD
Exchange requests must be submitted within 7 calendar days from the date of delivery.
Requests submitted after this period may not be accepted.
The date shown by the applicable delivery/courier record will generally be considered the delivery date.
⸻
4. PRODUCTS THAT CANNOT BE EXCHANGED
For hygiene, quality-control and commercial reasons, DUSK HERON will generally not accept exchanges where:
* The product has been worn or used;
* The product has been washed;
* The product has been altered, modified or repaired;
* Original tags or labels have been removed;
* Original packaging is missing where required;
* The product has stains, marks, perfume, odour or other signs of use;
* The product has been damaged after delivery due to customer handling;
* The exchange request is made after the permitted period;
* The product was purchased as a Final Sale, Clearance, or otherwise identified as non-exchangeable;
* The customer simply changes their mind, unless the product listing specifically states otherwise; or
* The customer wants to change the colour, design or product for personal preference, except where expressly permitted.
⸻
5. SALE & PROMOTIONAL PRODUCTS
Products sold under special promotions, clearance offers or marked as Final Sale / Non-Returnable may have different exchange conditions.
Unless specifically stated otherwise on the product page, promotional or final-sale products will not be eligible for exchange due to:
* Change of mind;
* Size or fit preference;
* Colour preference;
* Style preference; or
* Incorrect selection by the customer.
However, verified manufacturing defects, incorrect products or other legally protected consumer claims will be addressed in accordance with applicable law.
⸻
6. HOW TO REQUEST AN EXCHANGE
To request an exchange, contact:
DUSK HERON Customer Support
Email: [SUPPORT EMAIL]
Please include:
1. Order number;
2. Customer name;
3. Product name;
4. Reason for exchange;
5. Required replacement size, where applicable;
6. Photographs of the product;
7. Photographs showing the original tags and packaging; and
8. A copy of the order invoice/order confirmation, if requested.
For damaged or defective products, we may additionally request an unboxing video or other evidence to help establish the condition in which the product was received.
⸻
7. REVIEW & APPROVAL
Once your request is received, our team will review the information provided.
A request may be approved only after confirming that the product meets the requirements of this Policy.
Approval of an exchange request does not automatically guarantee availability of the requested replacement size or product.
DUSK HERON reserves the right to decline an exchange where the product does not meet the applicable eligibility requirements.
⸻
8. RETURN OF THE PRODUCT
Once an exchange request is approved, DUSK HERON will provide instructions regarding the return of the product.
The product must be securely packed to prevent damage during transit.
The returned item must reach us in the same condition in which it was approved for exchange.
If the product is received in a condition that does not meet the requirements of this Policy, the exchange may be rejected.
⸻
9. WHO PAYS FOR RETURN SHIPPING?
The responsibility for return shipping will depend on the reason for the exchange.
Defective / Damaged / Incorrect Product
Where the issue is verified to have resulted from DUSK HERON or occurred before delivery, DUSK HERON will arrange or bear the applicable return shipping cost, subject to our verification process.
Size Exchange
[CHOOSE ONE: DUSK HERON bears the return shipping cost / Customer bears the return shipping cost.]
Customer Error
If the return is required because of an incorrect address, refusal of delivery, failure to accept the parcel, or another error attributable to the customer, applicable shipping costs may be charged to the customer.
Original shipping charges, where applicable, may not be refundable.
⸻
10. QUALITY INSPECTION
Every returned product is subject to inspection.
Our team may check:
* Product condition;
* Tags and labels;
* Packaging;
* Signs of wear or washing;
* Stains or damage;
* Product authenticity;
* Invoice/order details; and
* Compliance with this Policy.
The inspection process is intended to ensure that returned products meet our hygiene and quality standards.
⸻
11. APPROVED SIZE EXCHANGE
Where a size exchange is approved and the requested size is available, DUSK HERON will arrange the replacement after completion of the return and inspection process.
Size exchanges are normally limited to the same product/style.
A request to exchange one product for a completely different product may be treated as a return/replacement request and will be subject to separate approval.
⸻
12. SIZE NOT AVAILABLE
If the requested replacement size is unavailable, DUSK HERON may offer:
* An alternative size, if available;
* Store credit equivalent to the eligible product value; or
* Another appropriate resolution communicated by our team.
Store credit, where issued, may be subject to a validity period and other conditions communicated at the time of issuance.
⸻
13. STORE CREDIT
Where a store credit is approved instead of a direct replacement, the credit will generally correspond to the eligible product value.
Unless otherwise required by applicable law or expressly stated by DUSK HERON:
* Store credit cannot be exchanged for cash;
* Store credit is non-transferable;
* Store credit cannot be redeemed for cash value;
* Store credit may have an expiry period; and
* Store credit may be used only through the official DUSK HERON website.
The specific terms applicable to a store credit will be communicated when it is issued.
⸻
14. MONETARY REFUNDS
DUSK HERON’s standard resolution for an eligible size exchange or change-of-mind request is an exchange or store credit rather than a cash refund, unless otherwise stated on the product page or required under applicable law.
Where a monetary refund is legally required or expressly approved by DUSK HERON, it will be processed through the applicable payment/refund mechanism.
Shipping charges, COD charges or other non-product charges may not be refundable except where required by applicable law.
⸻
15. WRONG PRODUCT DELIVERED
If you receive an item different from the product you ordered, please contact us within 48 hours of delivery.
Please provide:
* Order number;
* Photograph of the product received;
* Photograph of the shipping label;
* Photograph of the product packaging; and
* Any other information requested by our support team.
After verification, DUSK HERON will arrange an appropriate replacement or other resolution.
⸻
16. DAMAGED OR DEFECTIVE PRODUCT
If your product appears damaged or has a manufacturing defect, please contact us as soon as possible and preferably within 48 hours of delivery.
We may request clear photographs or an unboxing video showing:
* Outer packaging;
* Shipping label;
* Product;
* Tags;
* Defect or damage; and
* Invoice/order information.
After verification, DUSK HERON may provide a replacement, exchange, store credit or other appropriate remedy.
⸻
17. PRODUCT RECEIVED WITHOUT TAGS OR PACKAGING
Products returned without the original tags, labels or required packaging may be rejected.
Customers are therefore advised to retain all packaging and tags until they are certain that they will keep the product.
⸻
18. MULTIPLE EXCHANGE REQUESTS
Unless expressly approved by DUSK HERON, only one exchange request per product/order will be permitted.
Once an exchange has been completed, a second exchange for the same order may not be accepted.
⸻
19. RETURNED PRODUCT FAILS INSPECTION
If a returned product does not satisfy the requirements of this Policy, DUSK HERON may reject the exchange.
Examples include:
* Product has been worn;
* Product has been washed;
* Tags have been removed;
* Product has stains or odour;
* Product has been altered;
* Product has been damaged by the customer; or
* Product is returned after the applicable deadline.
In such cases, the product may be sent back to the customer and no store credit or replacement will be issued, subject to applicable law.
⸻
20. EXCHANGE PROCESSING TIME
Once the returned product reaches DUSK HERON, it will undergo quality inspection.
Approved exchanges will generally be processed within [X–X working days] after successful inspection, subject to product availability.
Delivery of the replacement product will then depend on the applicable shipping timeline.
Delays may occur due to courier disruptions, holidays, remote locations, weather or other circumstances beyond our reasonable control.
⸻
21. CANCELLATION
Orders may be cancelled only before they enter processing or dispatch, subject to the applicable cancellation terms.
Once an order has been dispatched, cancellation may no longer be possible.
⸻
22. FRAUDULENT OR ABUSIVE CLAIMS
DUSK HERON reserves the right to investigate suspicious, fraudulent or repeated exchange claims.
Where we reasonably believe that the exchange process is being misused, we may decline the request, subject to applicable law.
⸻
23. CUSTOMER RESPONSIBILITY
Customers are responsible for:
* Providing correct order and delivery information;
* Raising requests within the prescribed timeline;
* Keeping tags and packaging intact;
* Packaging returned products safely;
* Providing accurate photographs and information;
* Ensuring the returned product reaches DUSK HERON safely; and
* Following the instructions provided by our customer support team.
⸻
24. CONSUMER RIGHTS
Nothing contained in this Policy is intended to remove, restrict or override any consumer right or remedy that cannot legally be excluded under applicable Indian law.
Where applicable law provides a mandatory remedy for a defective, deficient, incorrectly delivered or otherwise non-conforming product, DUSK HERON will comply with such requirements.
⸻
25. GRIEVANCE REDRESSAL
If you are dissatisfied with the handling of your exchange, replacement or refund request, you may contact our designated Grievance Redressal Officer.
Grievance Redressal Officer: [NAME]
Email: [GRIEVANCE EMAIL]
Working Hours: [DAYS & TIME]
Address: [REGISTERED ADDRESS]
Please include your order number, contact information and details of your concern so that we can investigate the matter efficiently.
⸻
26. POLICY UPDATES
DUSK HERON may update this Refund & Exchange Policy from time to time to reflect changes in our business practices, products, technology or applicable law.
The revised version will be published on this page with the updated effective date.
The policy applicable to an order will generally be the version in effect at the time the order was placed, subject to applicable law.
⸻
27. CONTACT US
For exchange, refund or product-related assistance:
DUSK HERON
Email: [SUPPORT EMAIL]
Website: [WEBSITE URL]
Customer Support: [PHONE / WHATSAPP, IF APPLICABLE]
We appreciate your trust in DUSK HERON and are committed to making every purchase experience as smooth as possible.