Return & Refund Policy

Last Updated: 15 September 2026  ·  Applies to all orders placed on hkcreation.co.in

This policy explains how returns, replacements, refunds and cancellations work for products bought on hkcreation.co.in, including kurtis, suits, sarees, dresses and other women’s ethnic and contemporary clothing sold by [LEGAL BUSINESS NAME]. It applies to every order placed through our website unless a specific product page states otherwise.

We ask for this video so that damage, missing items or an incorrect product can be verified quickly and fairly, without back-and-forth. Please record from the moment your sealed package arrives until the product and its condition are fully visible, in one continuous, unedited take. The video should clearly show:

1. The unopened package, exactly as it was delivered.
2. The shipping label and order details visible on the package.
3. The package being opened.
4. The complete product, once unpacked.
5. Any visible damage, defect, missing item, or incorrect product.
6. The condition of the inner and outer packaging.

The video must not be edited, cut, spliced, or selectively recorded. A video that skips the unopened package, jumps between clips, or is otherwise incomplete may not be accepted as valid evidence.

Failure to provide a valid unboxing video may result in the return/replacement request being declined, subject to applicable consumer rights and law. This requirement helps us process genuine claims faster — it does not remove or limit any right or remedy you may otherwise have under applicable Indian consumer protection law.

A return, replacement or refund may be considered where, on verification, one of the following applies:

• You received the wrong product.
• The product arrived damaged.
• The product has a manufacturing defect.
• An item from your order is missing.
• The product received is materially different from what was ordered or advertised on the product page.
• Any other genuine product issue verified by our team.

How we verify a claim: Every request is reviewed individually. Verification typically involves your order number, your unboxing video (see Section 01), and — where relevant — supporting photographs. We do not guarantee automatic approval of any request; each claim is assessed on its facts before a decision is made.

Damaged, defective, wrong or missing product: If your order arrives damaged, defective, incorrect, or incomplete, contact us within the return request period (Section 04) with your order number and unboxing video. Once verified, we will offer a replacement (subject to stock) or a refund, as set out in Sections 07–08.

Change-of-mind returns: Not accepted. We do not offer a return or refund simply because you no longer want the product, dislike the style, or change your mind after delivery.

Size-related returns/exchanges: Allowed, as an exchange only. If a product doesn’t fit, we will exchange it for a different size of the same product — we do not offer a refund for a sizing issue.

Return shipping charge, if applicable: No charge to you — we cover the return shipping cost for an approved size exchange. See Section 10 for full details.

This section covers voluntary requests — where the product itself is exactly as ordered and undamaged, but you need a different size. It is separate from damaged/wrong/defective product claims in Section 02, which are handled differently.

Return Request Period: 3 days

You must report an eligible issue (see Section 02) within 3 days of delivery. Requests raised after this period may not be accepted, except where required by applicable law.

For an approved size exchange (Section 03) to be accepted, the product should generally be:

• Unworn and unwashed
• Unaltered from its original state
• Free of stains, marks or makeup
• Free of perfume, deodorant or other odour
• Returned with all original tags attached, where applicable
• Returned in its original packaging, where applicable

These conditions apply to voluntary exchanges only. They do not reduce or remove any right you have in respect of a defective, damaged, or incorrectly supplied product under applicable law.

The following products/categories are not eligible for return or exchange: [INSERT NON-RETURNABLE PRODUCTS/CATEGORIES]

Certain items — for example innerwear, or products marked “Final Sale” — are commonly excluded from return for hygiene or clearance-pricing reasons. Where an exclusion applies to a product on our site, it will be clearly stated on that product’s page. This exclusion does not apply to items that are genuinely damaged, defective, or incorrectly supplied.

• When a refund becomes eligible: after your return is received and inspected against Section 05, or after a claim under Section 02 is verified.
• Inspection before refund: Mandatory. A refund is issued only after the returned item has been received and inspected by our team.
• Refund method: Original payment method or store credit — whichever you prefer.
• Processing time: 7–8 working days from approval, in addition to your bank or payment gateway’s own processing time, which is outside our control.
• Original shipping charges: Yes, original shipping charges are refunded.
• Return shipping charges: Refunded in full if you bear any cost getting the item back to us.
• Cash on Delivery (COD) orders: Refunded via bank transfer or UPI — whichever you prefer; we’ll confirm your details with you before processing.

• When replacement is offered: generally for verified damaged, defective, wrong, or missing-item claims under Section 02.
• Stock dependence: replacement is subject to the same product being in stock in the required size/style.
• If out of stock: Yes — if the item isn’t available in your required size, we’ll offer a full refund instead.
• Size exchange: Yes — a size exchange for the same product is available within the 3-day return request period.
• Exchange shipping charge: No charge to you — we cover the shipping cost for an approved size exchange.

• Before processing/dispatch: Orders can be cancelled free of charge within 5 hours of being placed, as long as processing for dispatch hasn’t begun.
• After processing, before dispatch: cancellation may no longer be possible once packing/processing has begun.
• After dispatch: once an order has shipped, it cannot be cancelled; you may instead raise a return in line with Section 03 once delivered.
• Prepaid orders: refunds for cancelled prepaid orders follow the refund method and timelines in Section 07.
• Cash on Delivery orders: The same 5-hour cancellation window applies to Cash on Delivery orders.

• Defective, wrong or damaged product: We (H.K. Creation) cover the full return shipping cost.
• Size exchange (Section 03): We (H.K. Creation) cover the full return shipping cost for an approved size exchange too.
• Shipping deduction: None — since we cover return shipping in both cases above, no shipping cost is deducted from your refund.
• Pickup arrangement: We arrange a reverse pickup through our courier partner — you don’t need to visit a courier office yourself.

Full delivery timelines, service areas and shipping charges are covered in our Shipping Policy. In brief:

• Delivery method: [INSERT DELIVERY METHOD / COURIER PARTNER(S)]
• Estimated delivery timeframe: [INSERT ESTIMATED DELIVERY TIMEFRAME]
• Areas served: [INSERT AREAS SERVED / PIN CODE COVERAGE]
• Shipping charges: [INSERT SHIPPING CHARGES]
• Free shipping conditions: [INSERT FREE-SHIPPING CONDITIONS, IF ANY]
• Logistics delays: deliveries may occasionally be delayed by our courier partners for reasons outside our control; we will keep you updated where a delay is significant.
• Force majeure: we are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, or government action.

Delivery method, timeframe, service area and shipping charges are still to be decided — these placeholders will need filling in before this section is finalized.

1. Contact customer support — Reach out through our Contact Us page within the return request period.
2. Provide your order number — This lets us pull up your order and product details instantly.
3. Submit your unboxing video — Required for damage, wrong-item, missing-item or condition claims (Section 01).
4. Submit supporting photos/videos, if requested — We may ask for additional angles to complete verification.
5. Verification — Our team reviews your order, video and evidence against this policy.
6. Approval or rejection, with reason — You’ll be told clearly whether your request is approved and why, if it isn’t.
7. Return pickup / return instructions — If approved, we’ll arrange pickup or share instructions per Section 10.
8. Product inspection — The returned product is checked against the condition in Section 05.
9. Replacement or refund — Once inspection is complete, your replacement ships or your refund is initiated per Sections 07–08.

To keep this process fair for every genuine customer, we may investigate and decline requests involving, among other things:

• Manipulated, edited, or selectively recorded unboxing videos
• False or misleading claims of damage, defect, or a wrong/missing item
• Repeated or abusive return behaviour on an account
• Used, washed, or worn products returned as unused
• Products returned with tags removed or missing
• Deliberate damage caused after delivery

Where we reasonably believe a claim is fraudulent or invalid, we may decline the request, subject always to applicable law.

• Available payment methods: All methods available through Razorpay (cards, UPI, net banking, wallets), plus Cash on Delivery.
• Prepaid payments: processed securely at checkout through our payment gateway.
• Cash on Delivery (COD): Available for orders being delivered within Delhi only.
• Payment security: online payments are processed through an encrypted, PCI-compliant gateway; we do not store your full card details.
• Payment gateway/provider: Razorpay.
• Refund method: refunds are processed as described in Section 07.
• Payment-related charges: None — no additional payment-related charges apply.

Do I really need an unboxing video?
Yes, for any claim involving damage, a wrong item, a missing item, or a product-condition issue. It’s the fastest way for us to verify what happened and approve genuine claims without delay. See Section 01.

Can I return an item just because I changed my mind?
No — change-of-mind returns aren’t accepted. If the issue is about size, we offer a free exchange instead. See Section 03.

How long does a refund take once approved?
7–8 working days from approval, plus your bank/payment gateway’s own processing time. See Section 07.

What if my replacement item is out of stock?
We’ll offer you a full refund instead. See Section 08.

This policy is intended to provide clear information about our return, replacement and refund procedures. Nothing in this policy is intended to exclude, restrict, or waive any rights or remedies available to consumers under applicable law.

This policy should be read together with our other store policies: Shipping Policy, Privacy Policy, Terms & Conditions, Cancellation Policy, and Contact Us.

These will link to the live pages once they exist on hkcreation.co.in — no links have been added since those pages don’t exist yet.

This page was prepared as a working draft based on the information provided, with placeholders left wherever a business-specific detail was not supplied. It has not been reviewed by a lawyer. Please fill in the remaining placeholders (Sections 06 and 11) and have the final wording checked against the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and any other applicable rules, ideally by a qualified professional.