EXCHANGE & RETURNS POLICY

We believe in satisfying and delighting our customers. The product which we sell we believe that is the best customer can get at the price. Our return policy is made keeping our valuable customers in mind and hence we have easy transparent procedure for it. However we wish that you do not need to use the policy as far as possible but we do understand that under unforeseen conditions it is necessary to replace/return the product.

 EXCHANGE/RETURN POLICY:

1. We understand that in some cases that you may not like the product which you have received or you might have received the different product from what you have ordered or was displayed in the website. There might be several reasons for that. HOWEVER WE DO HAVE 2 DAYS EXCHANGE & RETURNS POLICY IN SUCH CASES. HERE UNBOXING/UNPACKING VIDEO OF THE RECEIVED SHIPMENT/COURIER PACKET BY YOU IS COMPULSORY, AND WITHOUT WHICH RETURNS WILL NOT BE APPROVED & ACCEPTED.
   You can share the unboxing/unpacking video during the time of placing the Exchange & Return Request via. this link - EXCHANGE & RETURNS ,  which is also mentioned on the top mega menu of the home page of our website - www.TrendOye.com or on - support@TrendOye.com or on our customer care WhatsApp Number - +918169352474 along with your full name which was used while ordering or your order number which is starting from TO, for your easy reference.
   
   The detailed process of the unpacking/unboxing video is mentioned below under the point -   UNBOXING/UNPACKING VIEDEO CAPTURING PROCESS
   
   Example.: If the shipment delivery date is 10th of any month then the return/exchange request should be placed maximum by 12th of the same month, post that the exchange/return request will not be accepted.
   
   
2. Please click here on the RETURNS & EXCHANGE REQUEST, or you can also access the same from the bottom of the home page. In order to place the return/exchange, you need to login from the same e-mail id / number from which you have ordered.
3. Returns/Exchange request placed will not be accepted via any other mode viz. Phone Call, SMS, E-mail, Instagram or Facebook.
4. After placing the returns/exchange request, our logistics partner will visit your place for pickup within 2-3 business days (if the pickup is not available at your pincode then please send the package back to us and we will reimburse upto ₹ 100/- as courier charges).
5. As soon as we receive the returned product in our warehouse and depending upon the refund scenario we will initiate the refund/credit in the form of store credit/gift card/voucher/original payment source for prepaid orders/payout link for COD orders within 7 working days.
6. Store Credit is valid for 90 days from the date of issue.
7. Any return for which the purchase is done with the full/partial store credit or partial prepaid payment; received against an already returned product, are not applicable.
8. Any refusal of acceptance of the prepaid or partial COD shipment (clubbing store credit+prepaid/COD) or forceful/fraudulently opening the shipment packet without the partial COD payment to the delivery agent, is not allowed and if this instance happens then the company has the full right to take an appropriate decision to partial/full forfeit the store credit/prepaid amount, depending upon the shipping destination and the case. And the COD orders will not be fulfilled against the same customer.
9. The decision of acceptance of any return for which the purchase value is above the full store credit received against an already returned product, depends upon the return case and the scenario under which the return is made, is on discretion of the company. In such a scenario you can mail us or can reach us on our customer care contacts. 
10. We keep on adding new designs so we are sure that you will be able to find a suitable item from our ever increasing collection. How ever some times there the situations where in the ordered product is unavailable or the manufacturing of the same is discontinued (which we may come to know after few days of processing the order). In this situation we inform  and/or mail the customer regarding the unavailability of the product. And in this scenario if the order is prepaid, the full refund will be issued within 7 working days post the information/mail to the customer regarding the unavailability of the product.
11. Cash refund is applicable only in case of damaged product (only after the quality satisfaction of the returned product & genuiness of receiving the damages product and after checking, inspecting & verification of the returned product.
12. No cancellation/refund or exchange is applicable, in the event of the partial payment upon special request buy the customer  after understanding the scenario or to help the customer, against the COD orders above ₹ 10,000/-,  
13. Sale of clearance sale items are final and will not be exchanged.
14. Bulk made-to-order products are not eligible for refund/exchange.
15. Cancellation is applicable only within 24 hours of order placement. And no cancellation is applicable once the order is shipped/connected/dispatched.
16. In the event of any returns/exchange/cancellation where the refund (via store credit/digital fund transfer/cash transfer is applicable, a handling fee & logistic charges (forward + reverse) of ₹ 500/- is deducted from the refund amount, depending upon the weight including volumetric weight of the shipment, if the shipment weight/volumetric is high then  handling fee & logistic charges vary proportionally which will be communicated to the customer after ascertaining that and depending upon the scenario/case.

Categories/Products Which Are Not Eligible For Return/Exchange/Refunds Of Any Nature:

There are few categories/products like Lehenga/Lehenga Choli Set which are not eligible for Returns/Exchange and refunds of whatsoever nature it may be. 

CANCELLATION POLICY:

1. In the event of you have to cancel the order after placing, you can kindly do so before your order is shipped.
2. Orders if cancelled before shipping are eligible for the full refund.   

STORE CREDIT GUIDELINES:

1. The redemption validity of the Store Credit is 90 days from the date of issue.
2. Store Credit can be applied during checkout process at checkout page.
3. Any purchases done via Store Credit redemptions are not applicable for any kind of refunds.
4. Preferably Store Credit can be used in full while placing the order. If the purchase value is higher than the Store Credit the difference amount if to be paid by the customer while checkout. If the purchase value is lesser than the Store Credit, no refunds are applicable on the same, but your remaining Store Credit still valid (till it's validity date) and active, and you can use it with your next shopping at TrendOye.

Item Received in Damaged Condition / Manufacturing Defect / Wrong Item Delivered:

1. If you have received Damaged or Wrong Product, please raise an exchange request here RETURNS & EXCHANGE REQUEST and mail us at support@trendoye.com with your details and subject matter as "Received Damaged/Wrong Product" along with your name & order number and couple of images of the product within 2 Days of delivery.  You can also access the above mentioned RETURNS & EXCHANGE REQUEST link from the bottom of the home page.
2. After understanding & verifying the details, we will try and replace the product as soon as possible or issue a refund in terms of TrendOye store credit/voucher/gift card.
3. At TrendOye each product goes through 3 layers quality check and verified and then shipped to the customer but we understand that manual errors can happen and hence we refund the full amount in terms of TrendOye store credit/voucher/gift card.
4. UNBOXING/UNPACKING VIEDEO CAPTURING PROCESS:
   
   Kindly Note: As mentioned above, after receiving the order the Continuous Video of  unpacking/unboxing the order shipment packet in the process as mentioned below is mandatory, without which the return request (claiming damage product or wrong product/s or different product) will not be approved & accepted. 

Process/Definition Of Continuous Video. -

Capture the close shot video of all sides of the unopened received packet including the shipping label which is to be visible clearly. Capturing the video from of all sides of the received packet and there after continuously capturing (without pausing or breaking) the unpacking/unboxing video of the packet and taking out the product from the packet slowly and showing all parts of products progressively while taking into the frame other product/s (if any) and the other 2 pieces of a single set of lehenga-choli-dupatta (if ordered), which are still to be shoot closely on all the areas of the product after opening it. In case of any further help/query in delivered shipment, unboxing/unpacking video process you can get in touch with our customer care via. regular mobile network voice call or WhatsApp chat at - +918169352474 or can mail us at support@TrendOye.com.

       Possible order scenarios for the video shoots:

Scenario A (1 Product Ordered & Received) -  Unpacking video  of the shipment packet and then continuously focusing the video frame into  shoot-mode while opening the product and then focusing the camera/mobile camera continuously to all areas of the product including  the damage area (if any).

Scenario B (2 or more Product Ordered & Received) - Unpacking video  of the shipment packet and then continuously focusing the video frame into  shoot-mode while opening any of the product and maintaining the focus on another product/s which is yet to be opened for a close shoot, means the another product/s needs to be continuously in camera frame and then focusing the camera/mobile camera continuously to all areas of the product including  the damage area (if any). The same process needs to be followed in case of more than 2 products ordered.

Stitching Problems for International Customers:

1. We at TrendOye work with our tailoring team closely to provide you the best fitted product. Although as you understand under normal circumstances with your private tailor after many alterations only perfect fit is possible.
2. We do recommend you to get the product stitched with your private tailor for the best fit, however we understand in certain international locations stitching is not possible or it is very expensive. Hence we provide this service at nominal cost.
3. We recommend that when you select standard size you also put the detailed sizing for the order in comments section which is taken from your tailor. Standard sizing may not fit all and in most cases alterations are required.
4. We can alter the product for you free of cost but you will have to send the product at your own expense and we will alter it and send it back to you. Shipping charges to be born by you.
5. Please mail the details along with alterations needed on support@trendoye.com.
6. In any case stitched product won't be taken back and money will not be refunded. 

Beads and Sequences And Any Kind Of Embellishments Coming Off:

1. We hope that people who purchase products including embroidered ones embellished with beads, sequences, zari, embellishment threads, glass-work, piping, minor stitching mismatch/leftouts and any kind of embroidery understand that it has natural tendency to come off. Even with good handling and shipping the same cannot be avoided. Most of such minor issues can be avoided during stitching. Your tailor can hide the part which has less embellishments of any nature or he can fix it all together. For saree also the same minor things can be taken care or corrected while stitching the blouse.
2. In such cases of any kind of embellishments coming off or minor left-outs, as mentioned above, there is no returns no exchange & no refunds are applicable. 
   
   

Our terms and conditions pertaining to returns and exchange is as follows:

Items should be returned unused, unwashed, unopened, undamaged and with all the original tags attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer, at the customers shipping cost. Please inform our customer support department in the event any Goods/Products are delivered without tags.

1. Where provided, belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
2. Unidentified returns may be returned to the sender.
3. Goods are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size/design/pattern/style, subject to availability and the policy mentioned in the above points. Where possible, we will offer to repair faulty items.
4. We have made every effort to display as accurately as possible the colours of our products that appear on the Site. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate. In this scenarios the products are non-returnable, non-exchangeable & no refunds are applicable.
5. All custom made designer product orders are non-returnable. All products under the section designers are non returnable, non-refundable.
6. Items may be cancelled completely if requested on our customer support within 2 hours of purchase. After which it is subject to TrendOye and its on our discretion to cancel the order and refund the paid amount.
7. In case of wrong transaction or error in transaction while processing credit card online. The order will automatically be cancelled by us and the amount if charged any on credit card will be refunded back in store credit/voucher/gift card. Customers need to place a new order in such cases.
8. In case of returns we will provide a store credit/gift card/voucher worth the Invoice value which can be used to buy other product. Unless the product is damaged from our side we do not refund cash back. You will get a store credit or gift card/voucher worth the invoice value after deducting any non-refundable charges.
9. There is no cash return unless the product is damaged due to the company's packaging or shipping, that too only after the watching the order shipment unpacking video, case inspection & verification of that particular order. We always provide you a store credit/gift card/voucher subtracting the handling & restocking fee, depending upon the order scenario.
10. Any customized product is non-refundable and non-exchangeable.
11. All exchange/return requests will be processed only till 2 days from the delivery date. After which there will be no exchange/return. You can put your exchange/return request from the RETURNS & EXCHANGE REQUEST link provided on the home page footer. All such requests will be completed in 5 business days.
12. All sale items are non returnable, non-refundable, non-exchangeable. All such orders and won't be exchanged unless the product is damaged subjected to our Returns & Exchange policy.
13. All stitched goods (any fabric on website) are non refundable and cannot be exchanged.
14. Exchange will be done only once. Exchanged product cannot be exchanged multiple times.
15. Cash refund request in following cases will not entertained and will only be, exchanged/store credited/gift card issued.

• Product is dull compared to photo seen on website.
• Product is too light, too dark than the photo seen on website.
• Product quality is not as mentioned on the website.
• Didn't liked the product.
• Size not fitting.
• Product different from what ordered.

INTERNATIONAL RETURNS/EXCHANGE/REFUNDS:

For International orders & shipment from India, we do have 2 DAYS exchange/return policy (including the delivery day) in such cases. 

We do not pick up in case of any returns. Customer has to return it at his/her own expense. Once we receive the product, after successful checking & verification of the product we will send the store credit voucher to make another purchase.

There are no bank/cash/digital payment, refunds against international orders from India. Shipping charges are non-refundable.

 GENERIC RETURN POLICY

 You acknowledge that these terms of returns and cancellation are limited to direct sale by us to you and that these terms of returns and exchange are not available in case of a sale by third party and invoice which shall be governed by the terms of such sale. Items can be returned within 2 days from the date of delivery provided they are in the original packaging and unwashed, unopened, unused and undamaged condition. All damaged items must comply with our terms and conditions before refund is processed. To return or exchange a product you can access/click RETURNS & EXCHANGE REQUEST. Alternatively for any further clarification, the customer may even call at our customer care number +91-8169-35-2474 , MONDAY - FRIDAY (11 AM – 7 PM) & SATURDAY (11:00 AM - 3 PM). In case of alteration request we will address any shipping cost that is incurred.

The management decision is final on all the other grievances/matters/issues/points of whatsoever nature it may be, other than mentioned above or any where or in any of the terms & conditions mentioned in this website, named www.TrendOye.com.

Depending upon the business scenarios & requirement the management can regularly and time-to-time review and modify the existing policy of whatsoever nature it may be.

By ordering with www.TrendOye.com it is assumed that the customer has read and agreed upon all the terms & conditions & policy of  whatsoever nature it may be. In case of any pre-order queries the customer can contact or WhatsApp us at our customer care at - +918169352474 or also can mail us at - support@TrendOye.com. We will be more than happy to help.

Arbitration

All disputes arising from the execution of this contract shall be settled amicably through friendly negotiation. In case settlement could not be reached through negotiation, the case shall be referred to neutral third party approved by both parties for arbitration. The arbitral award made by the third party is final and binding upon both parties. All disputes between SELLER and BUYER shall be resolved by an arbitration proceeding conducted at a location selected by the arbitrator within the city of Thane (West), Maharashtra in INDIA.

Governing Law:

Any dispute that the buyer or seller has is subject to Thane/Thane (West) City Jurisdiction & law. The Thane City Courts shall have exclusive jurisdiction to settle any disputes which may arise.

 If you have any further queries about the turns/exchange/cancellation/purchase procedure. Please mail us at support@trendoye.com and we will be happy to help you!