Terms and Conditions

Website

How to place a return/exchange request?
Visit the returns/exchange sections on the website to raise the return request for your order.
Please select the brand accordingly.
Submit the order number and registered email id in the empty fields.
Follow the instructions and select the item(s) you would want to return/exchange.
In case of an exchange request, select the item from the listing which you want to exchange them with.
A confirmation email will be shared once your return/exchange request is approved.

Application

Log in to the app with the registered details.
Click on ☰ icon
Go to “Orders”
Select the desired order number you want to claim a refund/exchange.
Follow the instructions and select the item(s) you would want to return/exchange.
In case of an exchange request, select the item from the listing which you want to exchange them with.
A confirmation email will be shared once your return/exchange request is approved

Note: Refund/Exchange is not available for the following products. Boxers, & Products at or below Rs.799/-

Please note that the return request needs to be raised within 7 days of the delivery date. Reverse pickup will be initiated in 2 working days by our courier partner.
In addition, all returned products must be unused, unwashed, or undamaged and must be returned with the original packing and tags when we receive them. Items without tags will not be accepted.
The new order will be on its way as soon as the exchange item is verified at our warehouse. The exchange process is subject to your exchange item meeting the above conditions.

What happens if I want to return/exchange the product after the return window is closed?

We're very sorry but we do not accept returns after 7 days of delivery date.

What to do if the product is delivered in a damaged condition?

We strive to deliver the best quality standards, however, in case you receive a damaged / defective product, we should be notified within 24 hours of delivery.
Also, we request you email us a photograph of the damaged / defective product to Rigsandrags.com. In case you fail to intimate about the same within 24 hours of delivery, the return will not be processed.

In how many days will my return be picked up?

It takes up to 2 working days to initiate the return pickup from your location, once the return/exchange request has been approved. In case your return pickup is not done within 2 working days, please write an email to rigsandrags13@gmail.com.

What to do if the product is already picked by the Pick-up Agent, but the status is showing canceled?

It is advisable to verify the shipment status once it has been handed over to the pickup agent. The status typically transitions from "Out For Pick-up" to either "Pick-up Done" or "In Transit."
If the status remains unchanged, kindly raise a query with our Customer Support team within 24 hours from the actual Pick-up Date for further assistance with the required details below.
Pick-Up Executive Phone Number.
Screenshot of the Courier Details received via SMS or WhatsApp.
Call Recording with Pick-up Executive (If any)

Is the return/exchange policy applicable to all the products?

Any item purchased during a sale is non-refundable.
Only exchange will be applicable on orders purchased on sale/offer.
Return/Exchange is not applicable for Boxers & Products that are at or below Rs.799/-

What is the refund procedure for returned orders?

Once the return request has been raised on our web, our pickup partners will initiate reverse pickup of your order within 2 working days once the request is approved.
As soon as we are notified about a successful return pickup, we initiate the refunds within 3 working days of receiving the update.
Please note that a refund cannot be initiated unless the return pickup is complete and we get an update.

Please note it takes 7 working days to initiate the refund to a gift card.

For Prepaid orders: Refunds are initiated directly to the source account.
For COD orders: Refunds are initiated via a Razorpay Payout link, which we share with the customers who opted for the return option.
Please enter the correct details in the link to choose the mode of accepting payment. Any bank account details provided by the customer will be considered final. No changes can be made once the link is redeemed.
For Gift card orders: Refund will be routed back to the gift card. Please note that gift card refunds cannot be sent to any other payment source.
For any combination of the above: all refunds will be done in the same proportion in which the payments were received including the partial refunds.

How are COD refunds done?

To make COD refunds fast and convenient, we issue COD refunds via Payout links.
No more hassle or waste of time in collecting bank account details.

Once your item is picked up, our team will issue you a Payout link. To accept refunds via a payout link:

You will receive the payout link on your registered email ID.
Click on the link and confirm your phone number via OTP
Choose the mode in which you would like to receive the refund(UPI or bank account)
Payout will be processed to your account within 24 hours!
My return order has not yet been picked up. It is delayed!

For all the return requests, our delivery partners make a maximum of 3 reverse pickup attempts.
Your reverse request will be marked as a pick-up exception or canceled for the following reasons;

Delivery partners are not able to contact you.
Not able to locate your address.
You have registered an incorrect phone number or provided the wrong delivery address.
Pincode is incorrect etc…

Keep in mind that as soon as the first reverse pickup attempt fails, our shipping partners will contact you to reschedule the pickup.
However, if in the next 2 attempts, the delivery partner still fails to pick up the return order for the above-mentioned reasons, then the order shall be marked as canceled.
To prevent this from happening, we request that you answer calls from delivery partners and in case the reverse item pickup fails on the first attempt, please respond to the delivery partner messages to reschedule the pickup.
If it so happens that your reverse request order gets canceled without the proper attempts, you can reach out to us on any of the support channels(Call/Email) and we will be glad to help you further!

SELF-SHIPPING OF ORDERS FOR RETURNS:

In case your pincode is non-serviceable for a reverse pick up, you’ll have to courier the product(s) to the following address:
New No.13, (Old No. 655), 11th ‘C’ Main Road, 5th Block, Jayanagar, Bangalore - 560041.
Please ensure the items are packed securely to prevent any loss or damage during transit and the ORDER ID and registered mobile number are mentioned on the packaging. All items must be in unused condition with all original tags attached and packaging intact. Within 2 business days of receiving the product(s), the complete amount + INR 300 (instead of courier charges) will be refunded to your bank account in case of prepaid and the form of Razorpay link in case of COD.

PLEASE NOTE:
Please make sure your courier costs do not exceed the amount stipulated above. We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India-owned entity and has the most widely distributed postal network in India.

Can I exchange the purchased product against a higher-value product?

Yes, you can opt for the higher value product against exchange with the existing lesser value product.
The difference amount should be paid while creating the exchange request. Cash on delivery is not available for these orders.

How will the difference amount get refunded when the lesser value has opted against the exchange order?

The difference amount refund will be sent back to the gift card.
Please note that gift card refunds cannot be sent back to any other payment source.