Cancellations, Returns & Exchange :
What is “Cancelled Order”, “Returned Order” & “Exchange” ?
- “Cancelled” Order - If the order is not shipped and if you cancel it would be a “Cancelled order”.
- “Returned” Order - If you intend to cancel the order and couldn’t do so as above, you can return the order. This will be treated as “Returned order”.
- “Exchange” - It is the process of replacing the item with same price, originally bought if exchange request is accepted. If you wish to exchange an item for a product with different price, we suggest you to return it and purchase the new item separately by placing a new order.
Note : Refund processing and time taken to refund will not be same for above situations. Refunds for “Cancelled Orders” will be faster than refunds for “Returned Order”.
When can I cancel an order ?
You can cancel your order if shipment process has not yet started at our warehouse. If orders have been processed for shipping, cancellation request will not be entertained. This does not mean, you cannot cancel the order forever. Cancellation of the order after shipping, will be treated as “Returned Order” and procedures applicable to “Returned Orders” will be followed.
Generally, orders received between 10.00 AM of previous day to 9.59 AM of current day, will be taken for shipment processing for that current day. Say, if order no.1 is placed on 2.00 PM of 01.05.2020, Order no.2 is placed on 9.30 AM of 02.05.2020 and Order no.3 is placed on 10.30 AM of 02.05.2020, time allowed to cancel the order nos. 1 & 2 is upto 10.00 AM of 02.05.2020 and Order no.3 can be cancelled till 9.59 AM of 03.05.2020. This is for illustration purpose only and time mentioned here are subject to changes as we decide.
Can I cancel / return a part of the order ?
You can cancel/return a part of the order in case you have not applied any offer or discount to the order. Also, you cannot return a single piece, when it is delivered as pack of certain number of pieces. For eg, innerwears are generally sold in “Pack of 3 Pieces”, which mean 3 pieces as one unit of garment. For such orders, you cannot return a single piece.
Whether goods can be exchanged for "Colour Variation/Mis-match" / "Wrong Colour" ?
It is an inherent risk associated with Online shopping. Colours may vary from one computer to computer, Gadget to Gadget. There is no 100% matching of colours, when it comes to digital view and physical view. So, what you see and what you get may differ little. For "Colour Variation/Mis-match", we cannot entertain any exchanges. However, if we had sent you a "Wrong Colour", say, you had ordered Red and if we had sent Black, we will exchange it.
Whether goods can be exchanged for "Size Unfit"/ "Wrong Size" ?
This is an another inherent risk associated with Online shopping. All customers are required to verify the "Size Chart" thoroughly before choosing a size. For "Size Unfit", we cannot entertain any exchanges. However, if we had sent you a "Wrong Size", say, you had ordered L and if we had sent XL, we will exchange it.
Whether all exchange/return request will be accepted ?
No. If we had delivered a product with manufacturing defect or delivered a wrong size or colour, we have no problem in acknowledging it and replacing it for you, subject to availability of item you request. Similarly, no refund will be entertained, unless we deliver you a wrong colour or wrong size or goods with manufacturing defect. Lingeries, Briefs, Panties, Lingerie sets, Socks and any other innerwear are never returnable and exchangeable. If the product returned does not pass the quality check, we shall ship it back to you at your cost. Say, if garment was torn, washed, stained or mishandled while removing tags, and informed as manufacturing defect, it cannot be accepted. If you choose to exchange the item for reason of wrong size/colour delivered or receipt of a defective item, you will be provided with a replacement of the item, free of cost, unless you place a request for refund. However all exchanges are subject to stock availability and subject to your address being serviceable at that point of time. Please note that we are only able to offer an item of same price. If you wish to exchange our item for a product of different price, we suggest you to return it and obtain refund and place a new order for required item. Hope, our customers respect the intentions behind the exchange policy and don't abuse it.
Whether exchanged goods can be exchanged again ?
No. Exchanged goods shall not be exchanged again.
Can I change the bill value while exchange ?
The bill value has to remain same in case of an exchange. If you want a different product, in that case you need to ‘Return’ your product and place a new order. Please go through our return policy.
Conditions for return/exchange :
- Please notify us through email to firstname.lastname@example.org of receipt of a Damaged / Defective product within 24 hours of receipt of goods with reason for return or exchange. No other communication channels are entertained for informing this.
- Lingeries, Briefs, Panties, Lingerie sets, Socks and any other innerwear are not returnable and not exchangeable.
- Products/Items should be UNUSED. It should be unwashed. Mainly, garments which may have trailed for more than 1 time may lose its original shape and may render unfit for further sale. So, customers should return the garment as if as it is in original state and in saleable condition.
- Products should be returned in their original packaging along with the original price tags, all other tags, labels, invoices and all other attachments to goods.
- It is advised that the returning products should be safely and adequately packed so that there is no further damage of goods in transit.
The product comes with trims, accessories... What is expected while returning / exchanging the product ?
Since trims, accessories (back-support, clips, tags etc.) are easy to lose, we expect our customers to return them safely without damaging/removing it.
Why do I have to return the original pack ?
We have designed our pack to deliver your shipment in pristine condition en route till it reaches you, which is expected to be repeated when it returns back to us. Also, We are sure, you share our sentiments on recycling and wouldn't mind doing your bit to help.
To what address should I return?
Please ship back the product to our registered office address mentioned below :
19/1-A2, Mahalakshmi Nagar
Tirupur – 641 604.
When will be Refund initiated ?
- For “Cancelled Orders” - Within 24 working hours of cancellation.
- For “Returned Orders” - Within 72 working hours of receipt of goods.
What will be the time taken to get the Refund amount credited to your account ?
Though we initiate refund processing as above, time taken to get credited to your account will vary from 3-21 working days.
What amount will I be refunded ?
Cancelled order amount would be refunded, after deducting for taxes and other incidental charges incurred to handle the cancellations, returns and third party expenses (like Bank charges, Payment gateway charges...).
How will be your amount refunded ?
Refund will be initiated through same channel (i.e, either thru Pay U Money or Paytm) as you pay. No other mode will be entertained.
How will I get the refund if I return a COD order?
Your COD refund will be in form of NEFT after providing your following bank details thru email with mentioning of your order number.
- Account Holder's Name
- Account Number
- Bank Name
- IFSC Code
- Branch Name
How much does it cost me to have a Prisma product delivered to my home ?
It is free for all orders worth above Rs.500/- (MRP). We do charge a nominal fee of Rs.50/- + GST, if the order value is less than the said amount.
When will my order get shipped ?
After your payment confirmation, our operations team ensures that your order is shipped within next 48 working hours. Generally, orders received between 10.00 AM of previous day to 9.59 AM of current day, will be taken for shipment processing for that current day.
What is the estimated delivery time ?
It is our policy mandate to have the product delivered to you within 4 working days. There may be circumstances beyond our control where this timeline may get stretched to 7-15 working days of purchase. However, this delivery time assurance cannot be maintained for deliveries to remote areas, non-serviceable areas by our logistics partner, political disturbances, civil disturbances and natural calamity of any kind.
Who will deliver ?
We process the national delivery only through reputed couriers. Right now, “Delivery Logistics” is our preferred logistics partner. If there is no courier service available in your area by this logistics service provider, we will ship your item after finding a suitable courier agency or by India Post.
Are there any hidden costs (sales tax, octroi etc.) ?
Our MRP is all inclusive and no more. There are no extra taxes, hidden costs or additional shipping charges you need to pay while receiving your goods. The price mentioned on the website is the final price. What you see is what you pay.
Does PRISMA deliver internationally ?
Yes. Delivery time and Shipping cost for international deliveries may differ.
Can I change my shipping address after I have placed an order ?
Yes. You can do so by emailing us to email@example.com, provided your order is not initiated for shipment process.
We reserve the rights to amend all or any of the above policies without prior notice.
Note : Any dispute arising out of transaction/contract with this online store will be referred to Institutional Arbitration Council of Tirupur as per Rules and Regulation of Arbitration Council of Tirupur and the award passed will be binding on us.
In case your queries were unanswered e-mail to us at firstname.lastname@example.org.