Refund & Return Policy

At Alokha, we are committed to providing our customers with a satisfactory shopping experience. Our refund and return policy ensures fairness and transparency for all transactions on our platform.

1. Refund Eligibility

Refunds are processed under the following conditions:

• Order Cancellations: Full refund for orders cancelled before dispatch
• Non-Delivery: Full refund if order is not delivered within promised timeframe
• Wrong/Damaged Items: Refund or replacement for incorrect or damaged products
• Missing Items: Refund for items missing from delivered order
• Quality Issues: Refund for products not meeting quality standards
• Duplicate Payments: Full refund for accidental duplicate payments

2. Return Policy

• Return Window: 7 days from delivery date for most products
• Condition: Products must be unused, in original packaging with all tags
• Exclusions: Perishable goods, personal care items, undergarments, and customized products are non-returnable unless defective
• Return Process: Initiate return through app → Get return approval → Pack product → Schedule pickup → Refund processed

3. Refund Methods

• Alokha Wallet: Instant refund to wallet (immediate availability)
• UPI/Cards/Net Banking: 5-7 business days to original payment source
• Cash on Delivery: Bank transfer or wallet refund within 3-5 business days

4. How to Request Refund/Return

Follow these steps to request a refund or return:

• Go to "My Orders" section in Alokha app
• Select the order you want to return/refund
• Click "Return/Refund" and select reason
• Upload photos if required (for damaged/wrong items)
• Submit request and track status in app

For assistance, contact our support team with your Order ID and payment details.

5. Refund Processing Time

• Wallet Refunds: Within 24 hours of return approval
• Online Payment Refunds: 5-7 business days to original payment method
• Cancellation Refunds: Within 24 hours for pre-dispatched orders
• Cash on Delivery Refunds: 3-5 business days via bank transfer

6. Non-Refundable Cases

• Products damaged due to customer mishandling
• Return requests after 7-day window (unless defective)
• Products without original packaging or tags
• Personal preference changes (size, color, etc.) for non-defective items
• Digital products and services once accessed

7. Replacement Policy

For defective/wrong items, you can choose between refund or replacement. Replacement will be shipped once return is received and verified. Same product replacement subject to availability.

8. Contact Support

For refund-related queries or assistance:

• Email: alokha.office@gmail.com
• Phone: +91 90596 84003 (10 AM - 7 PM)
• WhatsApp: +91 90596 84003
• In-app Support: Go to Help & Support section