Returns & Exchange Policy

2. Eligible Items

Eligible, non-customised clothing may qualify for an exchange or store credit, subject to the conditions below.

The following items are not eligible for a change-of-mind return or exchange:

• Custom-made or personalised garments

• Items explicitly marked as final sale or non-returnable before purchase

• Gift cards

• Items that have already been exchanged or returned, except where a confirmed defect or applicable consumer rights require otherwise

Any exclusions will be communicated clearly on the relevant product page or at checkout.
 

3. Return Conditions

To qualify for a change-of-mind return or exchange, items must be:

• Unworn, unused, and unwashed

• Unaltered and free from stains, perfume, makeup, or damage

• Returned with original tags and labels intact, where applicable

• Packed securely to prevent damage during transit

As many Orchid Mountain pieces feature handcrafted prints and naturally dyed fabrics, slight variations in colour, print placement, and finish may occur. These variations are characteristic of traditional craftsmanship and are not, by themselves, considered defects.

Confirmed manufacturing defects, incorrect items, or products materially different from what was ordered will be reviewed separately.
 

4. How to Request a Return or Exchange

To initiate a request:

1. Contact us within 7 days of receiving your order.

2. Share your order number, registered contact details, and reason for the request.

3. Provide clear photographs or videos if your request concerns a damaged, defective, or incorrect product.

4. Wait for confirmation and return instructions from our team.

5. Pack the garment securely and follow the instructions provided.

Please do not send items back without receiving return authorisation from Orchid Mountain.
 

5. Return Shipping Charges

Orchid Mountain will cover the return shipping costs for approved returns and exchanges within India.

We will coordinate the return shipping arrangements and share the necessary instructions with you.

For confirmed defective, damaged, or incorrect products, Orchid Mountain will arrange or cover reasonable return shipping and replacement delivery costs, as applicable.

Customers should contact us before arranging their own courier service.
 

6. Refunds & Store Credit

For eligible change-of-mind returns, Orchid Mountain offers store credit or an exchange rather than a cash refund, subject to applicable consumer-protection laws.

Store credit will be issued as a gift card for the eligible amount paid for the returned product, after the item has been received and inspected.

Store credit terms, including validity and redemption instructions, will be communicated when the gift card is issued.

Refunds to the original payment method will be provided where required by applicable law or where Orchid Mountain approves a refund for an eligible cancellation, defective product, or fulfilment error.

Nothing in this policy limits any consumer rights available under applicable law.
 

7. Exchanges

Exchanges are subject to product and size availability.

Customers may request a size exchange or another eligible product within the 7-day window.

• Each order is eligible for one change-of-mind exchange.

• If the requested item is unavailable, store credit may be offered.

• If the replacement item costs more, the price difference must be paid before dispatch.

• Any price difference for a lower-priced replacement will be addressed through store credit, where applicable and agreed.

• The original garment must be received and pass the required quality inspection before the replacement is dispatched.

Exchanges for confirmed defects or incorrect items will be handled separately.
 

8. Order Changes & Cancellations

Please contact us as soon as possible if you wish to change or cancel an order.

Order changes and cancellations may be possible before processing or dispatch. Once an order has been dispatched, cancellation may no longer be possible, and the applicable return process will apply.

If Orchid Mountain cancels an order due to stock unavailability or an issue on our side, any payment received will be refunded as applicable.
 

9. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery, where possible, so we can investigate promptly.

Please provide:

• Your order number

• Clear photographs of the product and packaging

• A description of the issue

• An unboxing video, if available

We will review the information and determine an appropriate resolution, which may include a replacement, exchange, repair where suitable, or refund, depending on the circumstances and applicable consumer rights.

The absence of an unboxing video will not automatically remove any rights you may have under applicable law.
 

10. Customised Orders

Customised or made-to-order garments may have different return and exchange conditions, which will be communicated before the order is confirmed.

A change of mind or fit preference may not qualify for a return on a customised item. However, confirmed manufacturing errors or other issues covered by applicable consumer law will be assessed appropriately.
 

11. Return Inspection

All returned items will be inspected to verify their condition and eligibility.

Requests may be declined where an item has been worn, washed, altered, damaged through customer use, or returned outside the applicable window, subject to statutory consumer rights.

If a return is declined, we will communicate the reason and any available next steps.
 

12. Processing Timelines

Once a returned item reaches us, please allow up to 7 business days for inspection and processing of approved store credit or exchanges.

Approved refunds, where applicable, will be initiated within a reasonable timeframe and in accordance with applicable law. Banks and payment providers may require additional time for the amount to appear in your account.