Refund policy

Refund & Return Policy

At OurPitara, we want every product you receive to feel like it was worth opening. If something isn't right, we'll do our best to make it right. This policy explains clearly when and how returns, replacements, and refunds work — written in plain language, with no hidden conditions, and in line with the Consumer Protection Act, 2019.

1 Return Window

You may request a return or replacement within 7 (seven) days of delivery for eligible products, provided the item is unused, unworn, unwashed, in its original condition, and returned with all original tags, packaging, and accessories intact. Requests raised after 7 days from the date of delivery cannot be processed, so we request you to inspect your order upon arrival.

2 Items Eligible for Return

  • Home essentials, decor, and storage items — if unused and undamaged.

  • Apparel and wearables — unworn, unwashed, and with original tags attached.

  • Accessories — in original, unopened packaging.

  • Any item received damaged, defective, or materially different from what was ordered (see Section 4).

3 Items NOT Eligible for Return or Refund

For reasons of hygiene, safety, and customisation, the following are non-returnable and non-refundable, except where the item is defective or an error was made on our part:

  • Personalised / customised products (e.g. engraved tags, custom-printed apparel, made-to-order items).

  • Innerwear, lingerie, and intimate apparel — for hygiene reasons.

  • Beauty, skincare, and personal-care products — once opened, used, or with a broken seal.

  • Items marked “Final Sale” or “Non-Returnable” on the product page.

  • Free gifts, promotional items, and gift cards. These carry no cash redemption value.

  • Products damaged due to misuse, mishandling, or normal wear and tear after delivery.

4 Damaged, Defective, or Wrong Items

This is on us, and we will resolve it quickly. If your product arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at support@ourpitara.com or on our support numbers, with your order ID and clear photographs of the item and packaging. After verification, we will offer a free replacement or a full refund, including any shipping charges paid. We strongly recommend keeping an unboxing video where possible, as it helps us resolve such cases faster.

5 How to Request a Return

  1. Email support@ourpitara.com or call/WhatsApp us with your order ID and the reason for return.

  2. Our team will review the request and, if eligible, share return instructions or arrange a reverse pickup where serviceable.

  3. Pack the item securely in its original packaging with all tags and accessories.

  4. Once we receive and inspect the returned item, we will process your replacement or refund.

4.6 Refund Process & Timelines

  • Prepaid orders: refunds are credited to the original payment method within 5–7 business days after the returned item passes inspection.

  • Cash-on-Delivery orders: refunds are processed to your bank account or UPI via the details you provide, within 5–7 business days after inspection.

  • Refund timelines may vary slightly depending on your bank or payment provider.

  • Shipping or COD-convenience charges are non-refundable except in cases of a damaged, defective, or wrong item.

4.7 Order Cancellation

You may cancel your order before it has been dispatched by contacting us as soon as possible. Once an order has been shipped, it cannot be cancelled but may be eligible for return as per this policy. We reserve the right to cancel any order due to stock unavailability, pricing errors, or failed COD verification, and will refund any amount already paid.