Refund & Exchange Policy
Refund & Exchange Policy
This Refund & Exchange Policy ("Policy") is effective from 01 July, 2026.
This Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. It has been specifically tailored to the operational structure and product offerings of CoStar Clothing, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.
CoStar Clothing is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy provides clarity and consistency in the handling of order cancellations, exchange requests, and non-cash refund claims.
WHEREAS
CoStar Clothing recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including cancellations, returns, exchanges, and refunds;
The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;
In alignment with these legal obligations, the Company has adopted this Policy as a standardized framework for evaluating and processing cancellation requests and exchange/non-cash refund claims in the form of promotional codes or credit notes;
This Policy applies to all customers purchasing products from the CoStar Clothing website or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to order cancellation, product exchanges, credit note issuance, reverse shipping, and grievance escalation.
NOW THEREFORE, CoStar Clothing hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.
1. Definitions and Interpretation
1.1 Definitions
In this Policy (including the recitals above), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned below:
| Term | Meaning |
|---|---|
| "Act" | The Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments, or rules issued thereunder. |
| "Customer" | Any individual or entity that has purchased or placed an order for products offered by CoStar Clothing through its official website or any other authorized sales channel. |
| "Cancellation" | The termination of an order by the Customer prior to dispatch, within the timeline prescribed under this Policy. |
| "Exchange" | The process through which a Customer returns a Damaged Product or a Wrong Item, and receives either a replacement of the same product or a credit note/promo code of equivalent value, subject to inspection, proof verification, and eligibility under this Policy. |
| "Credit Note" or "Promo Code" | A unique, non-transferable, one-time-use alphanumeric code issued by the Company in lieu of a monetary refund, redeemable against future purchases from CoStar Clothing for the value of the returned product. |
| "Damaged Product" | A product that arrives at the Customer with a manufacturing defect, physical damage, or damage sustained in transit, as distinct from damage caused by the Customer after delivery. |
| "Wrong Item" | A product delivered to the Customer that does not match the item ordered, whether in respect of design, size, color, or type. |
| "Exchange Request" | A formal request initiated by the Customer within the prescribed timeline to exchange a Damaged Product or Wrong Item, accompanied by valid proof, and subject to compliance with the conditions of this Policy. |
| "Reverse Shipping" | The process of collecting and sending the product back to CoStar Clothing from the Customer, at the sole cost and responsibility of CoStar Clothing, through its designated logistics partner. |
| "Eligible Product" | A product that qualifies for exchange under this Policy, being a Damaged Product or Wrong Item, verified as such by the Company, and returned with original packaging and tags intact. |
| "Non-Returnable Product" | Products expressly excluded from exchange due to hygiene, safety, customization, or other commercial considerations, as notified by the Company. |
| "Products" or "Product" | T-shirts, apparel, or any other merchandise offered for sale by the Company on its official website or platform. |
1.2 Interpretation
- Section headings are for convenience only and do not affect the construction of this Policy.
- Words denoting the singular include the plural and vice versa; words denoting any gender include all genders, unless the context otherwise requires.
- "hereof," "herein," "hereto" and similar words refer to this entire Policy unless the context indicates a specific Section.
- References to this Policy include any amendments or updates approved by the Company from time to time.
2. Purpose
This Policy establishes a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns relating to order cancellation and product exchange. CoStar Clothing follows a narrow, verification-based exchange model: exchanges are available strictly for products that are damaged on arrival or incorrectly delivered, and only after the Company's team has verified valid supporting proof. This Policy does not extend to size-related concerns, change-of-mind requests, or any ground other than a Damaged Product or Wrong Item.
CoStar Clothing follows a non-cash refund model, wherein eligible exchanges result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned product, rather than a direct monetary refund.
In the event of any inconsistency between this Policy and other internal or external policies of the Company, this Policy shall prevail to the extent of such inconsistency in matters concerning cancellation, refund, and exchange.
3. Order Cancellation
3.1 A Customer may cancel an order free of charge within 24 (twenty-four) hours of placing the order, provided the order has not already been dispatched.
3.2 Cancellation requests must be submitted by emailing the designated support email ID with the subject line "Cancellation Request – [Order ID]," stating the Order ID and reason for cancellation.
3.3 Where an order has already been dispatched at the time a cancellation request is received, the cancellation request shall be deemed invalid, and the Customer may only seek recourse under the Exchange provisions of this Policy (Clause 4), if applicable.
3.4 Upon a valid cancellation, CoStar Clothing shall issue a full refund/credit note (as applicable) within 7 business days of confirming the cancellation.
3.5 No cancellation requests shall be accepted after the 24-hour window, regardless of the order's dispatch or delivery status.
4. Processing Timeline
4.1 All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays.
4.2 Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, cancellation, or exchange timelines under this Policy.
4.3 Late delivery notice: If CoStar Clothing anticipates a delay in processing an order beyond the standard 24 to 48 working hours, the Customer shall be notified at least 1 (one) working day in advance. This clause applies only to delays in order processing prior to dispatch.
5. Scope of Eligibility for Exchange
CoStar Clothing offers exchanges only in the following two circumstances, and no others:
| Criterion | Requirement |
|---|---|
| Grounds for Exchange | (a) The product received is a Damaged Product; or (b) the product received is a Wrong Item. No exchange requests shall be entertained for size preference, style, color choice, change of mind, or any other reason. |
| Timeframe | The Customer must initiate the Exchange Request within 2 (two) days of receiving the product, by writing to the designated support email ID. Requests raised after this window shall not be considered, regardless of the reason. |
| Proof of Claim | The Customer must provide valid supporting proof of the damage or incorrect item, including clear photographs/video of the product, its packaging, and the shipping label, along with the order invoice. The Company's team shall review and verify such proof before approving any Exchange Request. |
| Condition of Product | The product must be unused, unworn, and returned in its original packaging with all original tags, labels, and accessories intact, save for the damage/discrepancy being claimed. |
| Original Invoice | A copy of the original invoice or order confirmation must be included in the return parcel. |
| Verification Outcome | An Exchange Request shall be approved only where the Company's team, upon review of the proof and/or the returned product, confirms that the product was in fact damaged upon arrival or was not the item ordered. Requests that cannot be substantiated shall be rejected. |
Any Exchange Request that does not meet the above conditions shall be deemed ineligible, and no credit note or replacement shall be issued. The Company shall not be liable for products lost or damaged during return transit initiated by the Customer.
6. Non-Eligibility for Exchange
An exchange shall not be permitted under any of the following conditions:
- Reason other than damage or wrong item: including but not limited to size mismatch, change of mind, style, or color preference.
- Exchange request initiated after 2 days of delivery.
- Insufficient or unverifiable proof: where the Customer is unable to provide photographic/video evidence satisfactory to the Company's team, or where the team's verification does not confirm damage or an incorrect item.
- Used, worn, or washed products: any visible signs of use, washing, ironing, fragrance application, or tampering (other than the damage/discrepancy being claimed) will disqualify the product from exchange.
- Missing original tags, packaging, or invoice.
- Damage caused by the Customer after delivery, due to improper handling, cutting, tearing, staining, or exposure to water or chemicals.
- Multiple exchange requests for the same order: only one exchange is permitted per order.
- Final Sale / clearance / promotional items: products marked "Final Sale," "Non-Returnable," or part of a clearance offer at the time of purchase.
Note: Any product received by the Company in violation of the above conditions shall be returned to the Customer, and no credit note or promo code will be issued.
6.1 Inventory Unavailability: Where an approved exchange product becomes unavailable due to inventory issues, CoStar Clothing shall notify the Customer and issue a credit note within 7–10 business days. The Customer may alternatively choose a different product of the same value via credit note. The Company shall not be liable for any loss caused by such unavailability.
7. Process of Exchange, Step by Step
| Step | Action | Description |
|---|---|---|
| 1 | Initiate Exchange Request | Within 2 days of delivery, the Customer must email the designated support ID with subject "Exchange Request – [Order ID]," including: (i) whether the claim is for a Damaged Product or Wrong Item; (ii) photographs/video of the product, packaging, and shipping label; (iii) copy of the order invoice. |
| 2 | Team Review & Verification | CoStar Clothing's team will review the submitted proof within [2] business days and determine whether the claim is valid. The Company reserves the right to request additional evidence, including an unboxing video, before approving the request. |
| 3 | Approval / Rejection | The Customer will be notified of the outcome. If rejected, the reason will be communicated, and no further action will be taken on that request. |
| 4 | Customer Ships / Reverse Pickup | Upon approval, CoStar Clothing arranges reverse pickup via its designated logistics partner, at Company cost, within 3 calendar days. The package must include the product, original tags/packaging, and the invoice, securely packed. |
| 5 | Inspection on Receipt | CoStar Clothing inspects the returned product to confirm it matches the approved claim. Inspection may take up to 3 business days. |
| 6 | Issuance of Promo Code / Replacement | If the product passes inspection, CoStar Clothing will, at its discretion, either dispatch a replacement of the same product or issue a unique, non-transferable promo code equal to the product's value, valid for 90 days. |
| 7 | Exchange Timeline | All approved exchanges will be completed within 7–10 working days of receipt of the returned product. |
Additional Provisions:
- Exchange is permitted only once per order.
- Exchange requests raised through any mode other than email, or outside the 2-day window, shall be considered invalid.
- The Company shall not be responsible for loss or damage to the product during return transit arranged independently by the Customer.
8. Credit Note / Promo Code Policy
8.1 CoStar Clothing does not provide refunds in the form of cash, bank transfer, or the original mode of payment for exchange claims. Approved and successfully verified exchanges result in either a product replacement or a non-transferable promo code (credit note), at the Company's discretion.
8.2 The promo code shall:
- represent the value of the exchanged product, excluding shipping charges;
- be linked to the original Order ID and the Customer's registered account;
- be issued only after the returned product has passed inspection;
- be valid for single use only, and may not be split, combined, or used with other offers;
- be applicable exclusively to future purchases on the official CoStar Clothing website.
8.3 CoStar Clothing shall endeavor to issue the credit note within 2 (two) business days from completion of inspection and approval.
8.4 Validity: The credit note shall remain valid for 90 (ninety) calendar days from issuance. Unused value shall expire automatically at the end of this period and shall not be reissued or extended.
8.5 No residual value is carried forward if the order value is less than the promo code value. If the new order exceeds the promo code value, the Customer must pay the balance via an available payment method. The promo code cannot be redeemed for cash or transferred to another individual.
8.6 The Company shall not be held liable for expired, lost, or unused promo codes. Customers are responsible for maintaining access to their registered email.
9. Obligations of the Customer
To initiate and complete a valid Exchange Request, the Customer must:
- Raise the request within 2 days of delivery, with valid supporting proof of damage or wrong item;
- Ensure the returned product is unused, unwashed, and free from stains, damage, or signs of wear (other than the claimed damage);
- Include all original tags, labels, packaging, and the invoice;
- Package the return securely to avoid further transit damage;
- Provide an unboxing video if requested by the Company to substantiate a damage claim.
CoStar Clothing reserves the right to reject any Exchange Request that fails to meet these conditions or that cannot be verified by its team, and such product shall be returned to the Customer at their own cost, without issuance of a credit note.
Original shipping charges paid at the time of purchase are non-refundable and are not eligible for credit note issuance, regardless of the outcome of the exchange claim.
10. Refund and Exchange Limitations
10.1 CoStar Clothing follows a strict non-cash refund policy for exchanges. Under no circumstances shall the Company provide refunds in the form of cash, bank transfer, digital wallet credit, card reversal, or UPI refund for an exchange claim. Order cancellations under Clause 3 are refunded/credited per Clause 3.4.
10.2 CoStar Clothing reserves the right to deny any Exchange Request where:
- the claim does not relate to a Damaged Product or Wrong Item;
- the request is raised after the 2-day window;
- the supporting proof is insufficient or does not verify the claim;
- the returned product is used, washed, stained, or damaged by the Customer; or
- the returned product is missing original tags, packaging, or invoice.
In such cases, no promo code or replacement shall be issued, and the product shall be returned to the Customer at their own cost and risk.
10.3 Upon receipt of the returned product, the Company shall endeavor to complete inspection within 3 business days, with the promo code (if applicable) issued within 2 additional business days thereafter, in line with Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020.
11. Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the Republic of India. The courts of [City], India, shall have exclusive jurisdiction over all disputes arising from or relating to this Policy.
12. Amendment to the Policy
CoStar Clothing reserves the right to modify, revise, suspend, or withdraw this Policy, in whole or in part, at any time, at its sole discretion. Amendments shall be published on the official CoStar Clothing website and take effect immediately upon posting unless otherwise specified. Continued use of the platform or purchase of products after any changes constitutes acceptance of the revised terms.
Now Therefore, this Refund & Exchange Policy is effective as of [Effective Date] and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the CoStar Clothing website or application, the Customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.