Returns, Refunds & Exchange Policy

1. Core Objective & Fit Assurance Balance

This policy balances statutory consumer rights under the Consumer Protection (E-Commerce) Rules, 2020, with the technical parameters necessary to manage the plus-size apparel ecosystem. It is integrated with PriMoha's Vendor Onboarding Agreements and operational Quality Control protocols.

2. Mandatory Statutory Return & Exchange Window

In accordance with Rule 4(2) of the Consumer Protection (E-Commerce) Rules, 2020, the Platform guarantees a standard return and exchange invocation window:

• •7-Day Return Window: All standard apparel products listed on the platform can be returned or exchanged within seven (7) calendar days following successful delivery, as verified by automated third-party logistics tracking feeds (WareIQ logs).
• •Condition Requirements: To initiate a return, garments must be unworn, unwashed, and unaltered, and must retain all original manufacturer tags, barcode stickers, and product packaging intact.
• •Photo-Mandatory Initiation: Customers must upload 1–3 illustrative photos showing the product and its attached tags via the PriMoha app to initiate a return.

3. Technical Alignment: The ±8% Garment Tolerance Rule

PriMoha enforces rigorous physical product mapping protocols against vendor collections to eliminate sizing discrepancies. Every product listing contains precise structural measurements mapped by our systems.

• •Garment Variance Standard: In alignment with standard textile production metrics and our official Vendor Master Agreements, all apparel units are permitted a minor manufacturing tolerance of ±8% on declared size-chart dimensions (encompassing bust, waist, hip, and length vectors).
• •Defect Qualification: Physical deviations falling within this ±8% variance band do not constitute a "product defect" or "seller misrepresentation" under consumer dispute definitions. They are classified as normative fabric attributes and accommodated under our standard Fit Preference workflow rather than product defect categories.

4. Anti-Bracketing & Serial Return Mitigation

To preserve marketplace sustainability and mitigate the environmental impact of reverse logistics, PriMoha actively monitors "Bracketing" behaviour — the purchase of multiple size variants of the same SKU in a single transaction with the intention of returning non-fitting units.

1. 1.Bracketing Disincentive: If a single user profile exercises concurrent multiple-variant size purchases of an identical SKU, the Platform reserves the right to enforce a nominal restocking overhead assessment against returned variations, provided the delivered units match the ±8% specification rules.
2. 2.Serial Returner Restrictions: User profiles demonstrating persistent return frequencies exceeding a 50% cumulative threshold over a rolling 60-day timeline will trigger automated behavioural audits. Continued high-volume return histories may result in temporary suspension of Cash-on-Delivery (COD) privileges or mandatory fit-engine verification before checkout.

5. Reverse Logistics Standard Operating Procedure (SOP)

When an eligible return request is raised through the consumer application interface, the processing lifecycle executes according to the following sequential phases:

6. Loyalty Engine Alignment & Cooling Period

• •No-Return Bonus Points: Users who retain their purchased apparel without raising reverse processing claims during the 7-day window receive "No-Return Bonus Points", redeemable as financial discounts on subsequent premium apparel purchases.
• •15-Day Reward Fraud Cooling Window: To maintain system integrity, bonus points are held in a pending state and officially credited to the user's account wallet only after a 15-day Cooling Period post-delivery, ensuring the statutory consumer return window has completely closed and all physical item balances are finalised.

7. Exceptions & Non-Returnable Products

The Platform explicitly restricts return authorisations for specific product classifications due to hygiene considerations and production methods:

1. 1.Custom-Tailored / Bespoke Outfits: Any apparel unit structurally customised or individually tailored to unique non-standard measurements at the user's express request cannot be returned, unless it exhibits a clear functional defect outside the ±8% threshold rules.
2. 2.Personal Intimate Wear & Accessories: Bodysuits, shapewear, inner garments, and specific jewellery lines are strictly excluded from return or exchange workflows once original hygiene seal strips are broken.

8. Grievance & Escalation

For any disputes involving return cancellations, physical condition classification rejections, or processing delays, consumers can escalate claims to our dedicated redressal infrastructure. All escalation threads receive a formal case identification number within 48 hours and a structured settlement resolution within one month of initial escalation logging, in compliance with the Consumer Protection (E-Commerce) Rules, 2020.