Refund Policy

Merchant: Viral Crafts (trade name: AVID WEB SOLUTIONS)
GSTIN: 08AAJHN9399C1ZM
Registered / studio address: 201, Garnet B, Urbana Jewels, Off Sez Road, Opposite Muhana Mandi Gate No. 1, Sanganer, Jaipur, Rajasthan 302029, India
Email: [email protected]
Phone / WhatsApp: +91 8233015701

This Return, Exchange & Refund Policy applies to all orders placed on the Viral Crafts website and is intended to meet Indian consumer-protection and payment-gateway disclosure requirements.

1. Exchange-first approach

We prefer to resolve fit or preference issues with an exchange (size / colour / similar style, subject to stock). A refund is offered only when an exchange is not possible or you expressly request a refund for an eligible return.

2. Eligibility window

You must raise an exchange or return request within 5 (five) calendar days of delivery. Requests after this window are not accepted, except for proven courier damage or wrong-item delivery reported with evidence as below.

3. Conditions for eligibility

The garment / product is unused, unwashed, and unworn (other than a brief try-on).
The loop / brand tag is intact and has not been cut or removed.
Original packaging, free gifts, and accessories supplied with the order are returned, where applicable.
The product is not damaged by misuse, alteration, or staining after delivery.

4. Non-returnable / restricted items

Products marked as final sale, clearance, or non-returnable on the product page.
Customised or made-to-order pieces.
Intimate / hygiene-sensitive categories if opened and used (where sold).
Products without intact loop tag or with clear signs of wear, wash, or alteration.

5. How to raise a request

Go to Return & Exchange and find your order using order number or checkout mobile number.
Choose exchange or return and share the reason.
For damaged / defective / wrong item, upload clear photos / short video of the product, packaging, and loop tag when requested.
Our studio team reviews eligibility and confirms next steps on WhatsApp / phone / email.

You may also write to [email protected] or WhatsApp +91 8233015701 with your order number.

6. Pickup & inspection

Approved reverse pickups are arranged through our courier partner where serviceable. Pickup does not mean automatic approval of refund or exchange — the product is inspected at our Jaipur studio. If the product fails eligibility (used, washed, tag missing, damaged by customer), we may decline the request and return the item to you at your cost, or hold it pending clarification.

7. Refunds (prepaid orders)

For eligible prepaid returns (UPI / card / net banking / wallet via our payment gateway):

Refund is initiated to the original payment method after QC approval.
Refunds are typically processed within 5–7 business days of approval. Your bank / UPI provider may take additional time to reflect the credit.
Shipping charges are refundable only if the return is due to our error (wrong / defective / damaged in transit item).

8. Cash on Delivery (COD) returns

COD orders do not receive cash refunds at the door.
Eligible COD returns are refunded by bank transfer / UPI to the account details you provide, or as store credit, after QC approval — typically within 5–7 business days.
RTO (return to origin) for refused / undelivered COD orders may attract courier costs as per courier invoice; habitual RTO may lead to COD restriction on future orders.

9. Damaged, defective, or wrong item

Report within 48 hours of delivery with photos. We will arrange replacement / exchange or refund at our cost for verified cases. Do not use or wash the garment while the claim is open.

10. Partial refunds & order value

If only part of an order is returned, refund covers the returned line items (and eligible shipping only as in section 7). Promotional discounts may be re-allocated proportionally.

11. Contact for refund / return grievances

Email [email protected], WhatsApp +91 8233015701, or use our Contact page. We aim to respond within 2 business days.

Last updated: 5 October 2026