Your luxury experience deserves transparency, care, and peace of mind. At Indocentra, we value your trust and want every purchase to feel as special as the pieces we create. While we hope you’ll love your order, here’s everything you need to know if you have any unexpected issues. Our policy is designed to protect you, respect your time, and ensure that your luxury journey with us remains seamless. These terms apply exclusively to purchases made directly from Indocentra and its official affiliates. Purchases through third-party sellers are not covered under this policy.

 

Faulty Delivery Service

As we ship your orders via third-party shipment agencies, we want to ensure that the parcel reaches you intact and in good condition. If you notice a damaged, broken, or opened parcel at the time of delivery, we request do not accept the parcel. To claim a faulty delivery service, send the order number along with images/ video of the tampered parcel (focusing on its unacceptable condition and the shipping label) within 24 hours of refusing your delivery, so that we can use these to resolve the issue for you and settle claims with the shipment agency. We’ll ensure a Replacement is sent promptly at no extra cost. This protects you, ensuring every product you receive is secure and untouched.

 

Return or Exchange Request Period

Send your return or exchange request within 7 days of receiving the order. Our team will review your request and respond within 48 business hours. Products purchased online can only be returned or exchanged online. Returns without prior approval or unidentified returns will be declined and sent back.

 

Return & Exchange Eligibility

Our criteria for returns and exchanges are framed to ensure that every customer receives a fresh, untouched luxury product — exactly how you’d expect it. To be eligible, 

✅ All items must be returned in their original, unworn condition with tags attached, accompanied by receipt or proof of purchase.

✅ All items must not be damaged, altered or washed and have no makeup stains to be eligible for a return. 

✅ Items must be returned in their original packaging in original condition with any tags unworn.

❌ Returns or exchanges will not be available for

• Any customized or altered pieces.

• Pre-stitched sarees.

• Backyard collection.

• Complimentary items.

• Any item sent back without prior approval.

 

No-Question Return

We understand styling blunders! That’s why we have a flexible No-Question return facility for eligible items. Send your return request within the return period.

 

Faulty or Different Item

At Indocentra, we pride ourselves on quality products. All our products are quality-checked before dispatch. We apologize if you have received a faulty item or a wrong item delivered to you. If you believe you have received any faulty or different product, you can claim a Full Refund or a Credit Note with your Order ID and the unboxing video (clearly showing the product and the issue of concern) within the return period. Your claim will be processed after reviewing your unboxing video. No corrupted or suspicious video detected by our antivirus software will be entertained. Once approved, we’ll guide you with the next steps. We keep the timeline short so you aren’t left waiting or unsure.

 

Refund Process

Refunds are available for full-priced items. Temporary Promotion & Sale Items are eligible for an exchange or credit note to the value of the purchase.

Final Sale items will be eligible for a size exchange only, not a refund or store credit. If your desired size is not available for exchange, you will not be able to return your item.

Items purchased in Combo Offers are adjusted — if even one item is returned, the offer is voided, and full product prices apply.

Refunds incur a ₹90 processing fee, unless qualified for a Full Refund.

For prepaid orders, you can opt refund to your original payment method or as store credit. COD orders are refunded as an instant store credit to your registered email or contact number. COD charges are non-refundable.

Store credit is non-encashable, but redeemable on our website for future indulgences, valid lifetime unless you delete your account. 

We issue credit notes for exchanges and shipping reimbursements, valid for 12 months from the date of issue.

All returns pass through a quality check before processing your refund request. Once your returned product clears inspection, we’ll notify you of refund approval. Refunds are processed within 7–10 business days of approval. Your bank or card provider may take additional time to reflect the refund. If you haven’t received your refund within 15 business days, you can raise a Support Ticket.

 

Reverse Shipping

We offer both reverse pick-up and self-ship to make the return or exchange process easy.

Reverse Pick-up: Available in select PIN codes. We send a prepaid return shipping label, which needs to be attached to the package for reverse pickup. Our trusted courier partner will collect the parcel (one attempt). If the courier partner is unable to pick up the shipment, you have to opt for self-ship. Check Reverse Pickup Availability.

Self-Ship: If reverse pick-up service is unavailable at your location or you have missed our pick-up service, you may courier the parcel to our warehouse address provided.

Reimbursement of reverse shipping cost is subject to the return or exchange reason. This balance ensures fairness while keeping our products accessible in price. We reimburse up to ₹150 for the return shipping of faulty or different items.

 

Order Cancellation

We understand that circumstances may arise where you need to cancel an order and request a refund. We strive to make this process as transparent and hassle-free as possible for our customers. Orders can only be cancelled before dispatch for a Full Refund. Once dispatched, cancellations are not possible, and shipping charges become non-refundable. When you purchase a customized product, we start processing your order as early as possible. Customized orders are eligible for cancellation within 2 hours of placement and cannot be cancelled once processing begins.

 

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Our Commitment

We value your trust and aim to keep your luxury shopping experience with Indocentra transparent, effortless, and without hidden complications. Every return and exchange is handled with the same care and respect as the original order, ensuring your journey with us remains refined and reassuring.