Exchange, Cancellation and Refund Policy
Order & Payments :-
At Ambraee, we continuously strive to make online shopping a delightful experience for you.
- We accept worldwide orders with an exception of a few places where our shipping partners may not deliver. Please check the eligibility for shipping in your country/area at the checkout.
- All our orders are processed from our manufacturing unit in Jaipur, Rajasthan.
- The deliveries will be dispatched to the shipping address recorded at the time of order checkout.
- COD orders can be cancelled within 24 hours of placing the order. However, cancellation directly through the website is not possible. Please call us on 9571710032 and 9828733355, or write to us at support@ambraee.com to request the cancellation.
Payment Terms & Modes :-
- For domestic orders, we accept all major debit & credit cards, net banking options as well as payments through recognized eWallets and UPI.
- For domestic orders, we also offer a Cash on Delivery (COD) payment option However, COD is available in selected pin codes within India that can be checked during checkout. Please note that we offer the Cash on Delivery option for the maximum of ₹10,000 total order value.
- For all International transactions, we only accept prepaid orders. We accept payment via major credit cards including Mastercard, American Express, and Visa. The payments can also be made via secured payment gateways like PayPal and PayU.
- In case of any credit notes issued for returns/exchanges must be used all at once within 90 days of receipt of the credit note via email. Please note that the credit note is only applicable for use on our official website.
Shipping & Delivery :-
It is our sincere endeavour to offer you quick and hassle-free delivery. We partner with registered and trusted courier partners to ship your orders within India as well as overseas. Shipping timelines, however, may vary for varied products. Please refer to the product descriptions page to check each product’s estimated delivery time.
Domestic Shipping :-
- We provide free shipping within India for all Prepaid & Cash on Delivery (COD) orders.
International Shipping :-
- For international orders, the shipping fee is based on the total weight of the parcel that is calculated at the end of the order checkout. Please note that the weight for international shipping is charged per 500 gms, i.e. in case, the accumulated parcel weight is 1.25 gms, the shipping will be charged for 1.5 gms.
- In International orders, the duties & taxes if any, are not included in your order. They are applicable over and above the shipping charges paid at checkout.
- It is important to note that many countries charge import duties on shipped items that are levied at the time of port entry. The charges greatly differ based on the type of products imported and the destination country’s import duty policies. We bear no control over these charges and cannot estimate their cost, hence, if you, too, are unsure, we would highly recommend you to avail full information via your local customs office for duties and taxes if any before you place an order.
- Customers are liable to pay the applicable charges directly to the shipping/courier agency at the time of delivery. In case, the customer refuses or does not pay for these charges in any circumstances or does not accept the delivery, no refunds will be entertained from our end.
Delivery Timelines & Information :-
- We strive to dispatch all domestic orders within 2-5 days of order confirmation.
- International orders are also dispatched within 7-10 days of order confirmation.
- After the order confirmation, the customer receives a unique tracking identity number on their registered email & mobile number via SMS. The customer can track the status of the order delivery on the courier partner’s official website using the tracking number.
- We partner with third-party courier/shipment agencies to deliver your orders. Hence, we request you to properly check the package and make a video while receiving the package and unboxing the shipment so that in case of any issues related to parcel damages, missing items, etc., we can use the video recording as proof to settle the disputes.
- In case, there is a 10-15 day delay in order dispatch due to any unforeseen circumstances, our team will inform the customers.
- As mentioned, we try to process the orders quickly so that they can reach you in time, there may be certain delays in deliveries that are out of our control. Such unavoidable delays may be a result of:
- Political unrest in the area/country like strikes, Govt. directed lockdowns, city/state/countrywide activity shut-downs (bandhs), etc.
- Poor weather conditions like excessive rainfall, severe air pollution, etc.,
- Natural disasters like floods, earthquakes, etc.
- Other unforeseen circumstances.
- Kindly note that Saturdays, Sundays, and Public/Gazetted Holidays are not set as working days for standard deliveries.
Cancellation by Customer :-
- Prepaid orders, once placed can be cancelled within 24 hours and the amount will be refunded within 48 to 72 hours. If an order is cancelled after the dispatch then the order will be cancelled but a credit note of the same amount will be issued.
- COD orders can be cancelled within 24 hours of placing the order. However, cancellation directly through the website is not possible. Please call us on 9571710032 and 9828733355, or write to us at support@ambraee.com to request the cancellation.
Cancellation by Ambraee :-
The Ambraee team reserves the right to cancel and/or not accept certain orders due to various reasons.
- Cancellation or non-acceptance of customer orders may be for reasons including but not limited to; faulty product listing/pricing, availability of the product/raw materials to make the product, and detection of any payment-related issues that may also involve any anticipated fraudulent practices.
- We reserve the right in our sole and absolute discretion to refuse to accept or cancel any order for any reason mentioned above or otherwise.
- In some situations of unusual activity, we may demand additional verification or information prior to accepting customer orders. We may contact the customer via registered email Id or contact number for the same.
- We duly inform the customer about the partial or complete cancellation of their order via their registered contact details with us.
- In case of cancellation of prepaid orders from our end wherein the customer has been charged the order amount, we reverse back the charged amount to the customer in their registered bank account.
- While placing the order, the customer agrees to accept Ambraee’s decision regarding the cancellation as final and does not dispute it under any circumstances.
Exchange & Returns :-
We are committed to maintaining the highest quality standards and undertake stringent quality checks and utmost care for all our deliveries. However, customer satisfaction is of paramount importance to us and in the rare instance a customer is not happy with the received order, we extend the exchange option too.
Exchange Eligibility Criteria :-
Domestic orders of Ambraee apparel are eligible for exchange as per the below criteria:
- Only for size-related issues or in rare cases, where you receive a wrong or damaged product.
- Only if the original packaging and tags are intact & the product is not used or washed.
- Only if they have been purchased from our website. For Ambraee products purchased from third-party sites/marketplaces, the customer is requested to refer to their specific terms & conditions.
Your purchase order will not be eligible for exchange in the following cases:
- Products purchased during sale/discounts or using voucher/coupon code are not eligible for return or exchange
- Our jewellery items are not eligible for returns or exchange.
- Customized products or special bulk orders are not eligible for returns or exchanges.
- International orders are not eligible for returns or exchange.
- All the orders are handcrafted and handled by humans and hence, certain variations in details or finish are inevitable. We run through multi-level quality checks before dispatching your order. However, in the rare of any minuscule issues like tassel pulled or loosened or broken button/zipper, the order may not be eligible for exchange.
- If the customer doesn’t like the fabric/work of the garment. We are transparent about our garment process and materials use and we suggest the customers to properly read the product descriptions and check all the photos before ordering. If required, the customer can also contact us for more information about the product.
- We make sure to showcase the actual colour of the clothing as closely as possible. However, owing to the difference in screen resolution/display settings of the device used by the customer and the camera lights, there may be 10-12% colour difference. So, citing colour differences won’t be an eligible criterion for exchange
- Made To Order products are not eligible for any exchange or return.
Exchange Information & Process :-
Next steps for the customer to follow if the purchase meets the exchange criteria above:
- Please contact our customer care team and raise an exchange query for within 48 hours of order delivery via email or call.
Write to us at support@ambraee.com
Call us on 9571710032 or 9828733355
- In the case of the garment size exchange, the customer is requested to share the order number along with the received size, the issue with the current size and the new size they require.
- After acceptance of the exchange request, the customer needs to dispatch the purchased order within 4 days.
- In cases of size-related exchange requests, we do not offer a reverse pick-up facility and the charges of shipping the product are borne by the customer only.
- In case of exchange requests for receiving wrong or damaged product(s), we either ensure a reverse pick-up facility or if the customer ships back the product, we reimburse the customer with INR 150 for the shipping charges borne by them.
- Upon receiving the product at our warehouse, it will be sent to the quality test department where it undergoes a thorough inspection. After we receive a go-ahead from the inspection department, our order management team dispatches a new piece in the desired size to the customer.
- In certain circumstances wherein the replacement for the required garment is not available due to some reason, we inform the customer of the same and issue a credit note for the full amount of the product. For credit note usage, please refer to our Order & Payments section.
Returns Policy :-
Once sold, we do not provide refunds/returns on any product. They can be exchanged for replacement in a bigger or a smaller size (provided the above-mentioned terms and conditions are met).
In case the customer receives a damaged or torn parcel from our logistics partner, we request them to not accept the parcel and make a video of the damaged parcel and share it with us as soon as possible on our email id support@ambraee.com along with their order number, name and address. We will try our best to resolve the issue within 4-5 working days.
PLEASE NOTE:
The request for size exchange will be catered to only once. Please make the decisions accordingly.
Exchange Shipping Address
After receiving confirmation for your exchange/return request from us, the customer is requested to ship the product to the following address:
Ambraee, B-8, Road No. 2, Kartarpura industrial area, Bais Godam, Jaipur, Rajasthan 302006
