RETURN, REFUND & EXCHANGE POLICY

1. SCOPE AND APPLICABILITY

This Return, Refund & Exchange Policy (“Policy”) governs the return, refund and exchange of products purchased from ROXYLANE (“Company”, “ROXYLANE”, “we”, “us” or “our”).

ROXYLANE operates on a limited-production and small-batch model, with products manufactured in limited quantities to maintain quality and exclusivity. Accordingly, returns and exchanges are subject to the eligibility conditions, timelines and procedures set out in this Policy.

By placing an order with ROXYLANE, the Customer (“Customer”, “you” or “your”) acknowledges and agrees to the terms of this Policy.

The Company reserves the right to inspect returned products and approve or reject a return, refund or exchange request where the applicable eligibility requirements, timelines or procedures under this Policy have not been satisfied.

2. ELIGIBILITY FOR RETURN

Subject to the exclusions and conditions set out in this Policy, a Customer may request a return of an eligible product within 7 days from the date of delivery.

A return request shall be considered valid only where all applicable conditions specified below are satisfied.

CRITERION	REQUIREMENT
Condition of Product	The product must be completely unused, unworn, unwashed, undamaged and untampered with.
Original Packaging	The product must be returned with all original seals, boxes, packaging materials, tags, labels and accessories intact.
Packaging Condition	Opened, damaged, altered or used boxes or packaging may be rejected.
Return Period	The return request must be initiated within 7 days from the date of delivery.
Reason for Return	Returns are permitted only for eligible products in accordance with this Policy. Change-of-mind returns shall not be accepted where the product is expressly identified as non-returnable.
Reverse Pickup	Applicable reverse pickup or return shipping charges shall be borne by the Customer.
Proof of Purchase	The Customer must provide the relevant order number, order confirmation or other valid proof of purchase when requested.

A product that has been worn, washed, used, altered, damaged, stained or otherwise tampered with after delivery shall not be eligible for return.

3. PROCEDURE FOR RETURN REQUEST

The Customer must initiate the return request within 7 days from the date of delivery by contacting ROXYLANE at support@roxylane.in.

The Customer may be required to provide the following information:

(a) order number or order confirmation;

(b) details of the product sought to be returned;

(c) reason for the return; and

(d) photographs or other information reasonably requested by the Company for verification.

Upon receipt of the return request, the Company shall review the request and, where approved, arrange or provide instructions for the return of the product.

The Customer must ensure that the product is securely packed and returned in accordance with the instructions provided by the Company.

4. INSPECTION AND ACCEPTANCE OF RETURNED PRODUCTS

All returned products shall be subject to inspection and quality verification by ROXYLANE.

A return shall be accepted only if the returned product satisfies the applicable eligibility requirements under this Policy.

The Company may reject a return request where, upon inspection:

(a) the product has been used, worn, washed or damaged;

(b) the product has been altered or tampered with;

(c) the original seals, tags, labels, packaging or accessories are missing or materially damaged;

(d) the product is returned after the applicable return period;

(e) the product does not correspond to the product originally delivered; or

(f) the Customer has otherwise failed to comply with this Policy.

Where a returned product fails the quality check, the Company may reject the return and may return the product to the Customer, with applicable shipping charges, where reasonably practicable.

5. NON-RETURNABLE AND FINAL-SALE PRODUCTS

The following orders or products shall not be eligible for a refund or ordinary return:

(a) orders placed using discount codes;

(b) orders placed using promotional offers or other promotional benefits;

(c) orders placed during sale periods;

(d) products expressly identified by ROXYLANE as final-sale or non-returnable; and

(e) products that do not satisfy the condition, packaging or timeline requirements specified in this Policy.

Orders falling within the above categories may, where applicable, be eligible only for a size exchange, subject to product availability and the terms of this Policy.

Except where expressly provided under this Policy, discounted, promotional and sale orders shall be treated as final sale.

6. SIZE EXCHANGE FOR DISCOUNTED AND PROMOTIONAL ORDERS

Products purchased using prepaid benefits, discount codes, promotional offers or during sale periods may be exchanged solely for a different size of the same product, subject to availability.

Size exchanges shall be subject to the following conditions:

(a) the exchange request must be initiated within the applicable period prescribed by ROXYLANE;

(b) the product must be unused, unworn, unwashed and undamaged;

(c) all original tags, labels, seals, packaging and accessories must remain intact; and

(d) the requested replacement size must be available at the time the exchange is processed.

A size exchange shall not be treated as a request for a refund or monetary reimbursement.

Where the required replacement size is unavailable, the order shall remain final sale and no refund or additional compensation shall be payable, except where otherwise required under applicable law.

7. DAMAGED PRODUCT, MISSING ITEMS OR INCORRECT PRODUCT

If a Customer receives a product that is damaged, defective, missing from the order or different from the product ordered, the Customer must notify ROXYLANE within 48 hours from the date of delivery.

For such claims, the Customer must provide:

(a) the order number or order confirmation;

(b) clear photographs of the product received;

(c) clear photographs of the outer packaging and shipping package; and

(d) an unboxing video showing the package and the product as received, where available or requested by the Company.

The Company shall investigate the claim based on the information and evidence provided by the Customer.

Where the claim is verified and approved, ROXYLANE shall arrange a reverse pickup of the affected product and, subject to product availability and the circumstances of the case, provide either:

(a) a replacement product; or

(b) a full refund of the applicable order or product value.

Replacement shall be subject to availability. If the replacement product is unavailable, the Company may process a refund in accordance with this Policy.

No additional compensation, freebies, credits or other benefits shall be provided in connection with such claims, except where otherwise required under applicable law.

8. REFUND PROCESSING

Where a refund is approved under this Policy, the refund shall be initiated only after the returned product has been received and successfully passed the Company's quality inspection, where applicable.

Approved refunds shall be processed within 10–12 working days following completion of the applicable return and quality-check process.

The refund shall ordinarily be made to the original payment method used for the order, subject to the applicable payment gateway or banking process.

Any applicable reverse pickup or return shipping charges shall be deducted from the refundable amount where such charges are payable by the Customer under this Policy.

9. RETURN SHIPPING AND REVERSE PICKUP

For eligible ordinary returns, applicable reverse pickup charges shall be borne by the Customer.

For verified cases involving a damaged, defective, missing or incorrectly delivered product, ROXYLANE shall arrange the applicable reverse pickup in accordance with the resolution communicated to the Customer.

Customers must follow the Company's return-shipping instructions and ensure that the product is adequately packed to prevent damage during transit.

10. EXCLUSIONS

ROXYLANE shall not be responsible for accepting a return, refund or exchange request where:

(a) the request is submitted after the applicable deadline;

(b) the product has been used, worn, washed, altered or damaged by the Customer;

(c) the original packaging, tags, labels, seals or accessories are missing or materially damaged;

(d) the Customer fails to provide information or evidence reasonably required to verify the claim; or

(e) the request otherwise falls outside the scope of this Policy.

The Company's assessment of the returned product shall be based on the condition of the product and its compliance with the requirements of this Policy.

11. LIMITATION OF LIABILITY

To the extent permitted under applicable law, ROXYLANE's liability in relation to an approved return, refund, replacement, damaged product, missing item or incorrect-order claim shall be limited to the value of the affected product or order, as applicable.

No additional compensation, consequential damages, freebies or other benefits shall be payable unless otherwise required under applicable law.

12. RIGHT TO INTERPRET AND AMEND THE POLICY

ROXYLANE reserves the right to interpret, modify, update or amend this Policy from time to time in accordance with its business requirements and applicable law.

Any amendment shall apply prospectively to orders placed after the amended Policy becomes effective, unless otherwise required by applicable law.

For any matter relating to returns, refunds or exchanges, Customers may contact ROXYLANE at support@roxylane.in.