Exchange & Return Policy

EXCHANGE & RETURN POLICY

1. Exchange/Return Window: You must initiate the return or exchange within 7 days of receiving the parcel, and the shipment must reach us within 30 days from the date of delivery.
2. Return Shipping: Customers must use a Registered Post (preferably one with a tracking number) to send back the merchandise. The return shipping cost and any customs duties or taxes (if applicable) are the customer’s responsibility.
3. Exchange or Credit Note: Once we receive your return, you have two options:
   • We can reship the exchange at a nominal delivery fee of $20 USD, OR
   • You can opt for a credit note for the value of your returned goods, valid for 1 year, to purchase anything on our website.
4. Exclusions: Returns and exchanges are not applicable for ceramics, tableware, toys, quilts, bedsheets, dohars, and fragrances. These items are heavy, making return shipping costly. Moreover, with less than a 1% return rate, they are typically a perfect fit!
5. Processing Time: International shipments take time to reach us, and exchanges may take longer than domestic orders. We appreciate your patience while we process your request.
6. Sale Items: All sale items are final sale and not eligible for returns or exchanges.
   

EXCHANGE & RETURN PROCESS:

1. To raise a request, email care@pinklay.com or phone/WhatsApp us at +91-9321310871
2. Once your request is approved, please ship the item(s) back to us. Our address is:
   Pinklay Retail Private Limited
   G-87, EPIP, Tonk Road, Sitapura Industrial Area, Jaipur – 302022, Rajasthan, India
   Phone: +91 93213 10871
3. The cost of shipping the item(s) back to us will have to be borne by you. In addition, it is your responsibility to pay any customs duties and taxes resulting from returning the item(s).
4. We recommend using a reputable shipper that provides a tracking service
5. Share the shipper and tracking details with us once the item(s) have been shipped
6. Re-use the original packaging, including the cloth bag, for proper care and protection
7. Items must be in their original condition, with their labels and tags intact
8. They must be unused and unwashed, unsoiled without any stains or damages
9. We must receive the item(s) back within 30 days of your request being approved
10. Items returned, once verified at our facility, will be processed for an exchange or return
11. In case of an exchange:
    - Our team will inform you once your exchange item(s) are ready for dispatch
    - If the exchange item(s) cost more than the original item(s), you will be asked to pay the differential amount
    - If the exchange item(s) cost less than the original item(s), you will receive the balance in the form of a store credit
    - The cost of shipping the exchange item(s) will have to be borne by you
    - Any customs duties and taxes on the exchange item(s) will have to be borne by you
    - We will share shipper and tracking details once the item(s) have been dispatched
12. In case of a return:
    - You will receive the balance amount in the form of a store credit
13. Store credit is valid for a 1-year period from the date of issue
14. Shipping fees and gift services (if any) are non-refundable
15. Gift cards cannot be returned for their monetary value
16. Typically, it takes 20-30 days to complete the entire exchange or return process

SALE OR DISCOUNT POLICY

1. We are unable to accept returns or exchange on any discounted or sale merchandise
2. Applies to discounted or on sale products, or bought through an offer or promotional code

MISSING OR DAMAGE POLICY:

1. A missing or damaged item claim must be raised within 2 days of receiving the parcel
2. We will need photographs of the item(s) and the delivery parcel it was received in
3. Our customer care team will investigate and offer an appropriate resolution

CANCELLATION POLICY:

1. We accept cancellations against full refund or store credit as long as the order has not been shipped
2. We are unable to accept any cancellation requests once the order has been shipped

Have a question? Chat with us, or e-mail us at care@pinklay.com, or call/WhatsApp us at +91-9321310871. We’d be happy to answer any questions you may have.