Refund policy
7-Day Return & Exchange Window
You have 7 days from the date of delivery to request a return or an exchange.
What We Accept
- ✅ Wrong product delivered (you received an item different from what you ordered)
- ✅ Size exchange (swap for a different size of the same item only — not a different color, style, or design)
- ✅ Defective or damaged products (manufacturing defects)
- ❌ Change of mind, style/fit preference, or general dissatisfaction on non-defective items — not valid grounds for return, exchange, or refund
Return & Exchange Requirements
To be eligible, the item must:
1. Be unworn, unused, unwashed, and in the same condition it was received
2. Have all original tags attached and be in its original packaging
3. Come with your order number or proof of purchase
4. Include clear photo/video proof at the time of request:
a) For wrong item delivered: photo of the item received + packing slip/label
b) For defective/damaged items: clear photo(s) showing the actual defect or damage
c) For size exchange: confirmation that only the size is being changed, not the item itself
All requests are subject to review and verification before pickup is arranged. Requests without adequate proof, or that appear to be change-of-mind requests framed as something else, will be declined.
Limits
- One size exchange per order.
- Size exchange requests for a different color/style/design will be treated as ineligible (change of mind) and declined.
Fees
a) Size exchange: ₹200 shipping fee (may occasionally be waived depending on the pickup/delivery location)
b) Refund (defective, damaged, or wrong item): ₹200 deducted from the refund amount; remaining balance refunded
c) Restocking/processing fee: ₹0
Exchange Process
1. Submit your request with required proof (see above).
2. Once approved, we arrange a free pickup from your registered address.
3. Once your original item is received and verified, the replacement is shipped within 2-3 business days.
4. Damaged, defective, or replacement items are delivered within 7-10 days.
5. A ₹200 shipping fee applies for size exchanges (may be waived in some locations).
Refund Process
1. Refunds apply only to defective, damaged, or wrong items — not to change-of-mind requests.
2. A ₹200 fee is deducted from the original order amount.
3. The remaining amount is refunded to your original payment method. If that method is unavailable, it will be refunded to the payment method you provide instead.
4. Refunds are processed within 3 days of us receiving the returned product.
Delivery Attempts & RTO Policy:
If the customer is unreachable at the time of delivery: Our team will attempt to contact the customer to confirm the reason, obtain a new contact number, or correct the delivery address if needed. A fresh delivery attempt will be made the next day. This process will be repeated for up to 3 consecutive days. If the customer remains unreachable after 3 attempts, the order will be marked as RTO (Return to Origin).
If the customer refuses to accept the order: The order will be marked as RTO on the first attempt itself, with no further delivery attempts made.
Refund on RTO orders: In either case, the prepaid amount (10% of the order value) collected at the time of booking will not be refunded. This amount will be forfeited to cover RTO and shipping charges incurred due to the failed/refused delivery.
How to Initiate a Return or Exchange
📧 Email: support@wilsren.shop — include your order number, reason for return/exchange, and clear photos/video of the item's current condition. We'll review and approve within 24 business hours. Requests lacking sufficient proof will not be approved.
Questions & Support
📧 support@wilsren.shop | ⏰ Response time: within 24 business hours