Returns, Refunds & Cancellation Policy

1. Return window

Eligible standard products may be requested for return within 7 days from the date of delivery.

The return request must be submitted within the applicable 7-day period.

2. A valid reason is required

All return requests must include a clear and genuine reason for the return.

Examples include:

• Product does not fit as expected
• Change of mind
• Product is not suitable
• Incorrect product received
• Product appears damaged
• Manufacturing defect
• Product materially differs from what was ordered or described

Providing a reason does not by itself guarantee approval; the product must also satisfy applicable return conditions.

3. Package-opening video requirement

For return, damage, defect, shortage or incorrect-product claims, customers are required to record and retain a clear, continuous package-opening video.

The video should:

1. Begin before the package is opened.
2. Clearly show the sealed package and shipping label where possible.
3. Show the condition of the package.
4. Capture the complete opening process without interruption.
5. Show the product and all contents received.
6. Clearly show any alleged damage, defect, missing item or incorrect product.

The video may be requested before a return request is approved and may be required to verify the claim.

Customers should retain the video until the return/refund matter is fully resolved.

This evidentiary requirement does not exclude or limit any consumer right or remedy that cannot legally be excluded.

4. Conditions for standard returns

Unless a different remedy applies, the product must generally:

• Be unused
• Be unworn
• Be unwashed
• Have no perfume, makeup, stains or other marks
• Have original tags and labels attached
• Be in saleable condition
• Not have been altered or customised
• Be returned with original accessories, packaging and accompanying items where applicable
• Be accompanied by relevant order details

5. Change-of-mind returns

Eligible standard products may be returned where the customer has changed their mind, subject to the return window and conditions.

RETURN SHIPPING FOR CHANGE-OF-MIND RETURNS:

The customer is responsible for return shipping costs for change-of-mind or other customer-preference returns.

6. Exchanges

Eden’s Thread does not offer product exchanges.

If a customer requires a different size, colour or product, the eligible product may be returned under this policy and a new order placed separately.

7. Sale, clearance and discounted products

Products identified as Sale, Clearance, Final Sale or otherwise marked as non-returnable are not eligible for ordinary change-of-mind returns.

This does not prevent genuine claims where a product is defective, damaged, incorrectly supplied, materially different from the product ordered or otherwise subject to a remedy under applicable law.

A package-opening video may be required for such claims.

8. Made-to-order products

Made-to-order, customised, personalised or made-to-measure products are prepared specifically for the customer.

Therefore, made-to-order products are not eligible for change-of-mind returns.

Once production or preparation has commenced, cancellation based solely on change of mind may also not be possible.

This does not restrict any remedy available under applicable law where the product is defective, damaged, incorrectly supplied or materially different from what was agreed.

9. Damaged products

If a product arrives damaged, contact us as soon as reasonably possible.

Provide:

• Order number
• Description of issue
• Clear photographs
• Package photographs
• Package-opening video
• Other information reasonably requested by customer care

We will assess the claim and determine the appropriate remedy.

10. Defective products

If you believe a product has a manufacturing defect or other genuine defect, contact us promptly.

Provide the order number, description of defect, clear photographs/videos, package-opening video and other relevant information requested.

Where the defect is established, Eden’s Thread may provide an appropriate remedy, which may include a refund or another lawful remedy depending on the circumstances.

11. Incorrect product

If you receive a product different from what you ordered, contact us as soon as reasonably possible.

Do not use, wash, alter or otherwise modify the product while the issue is being reviewed.

Provide the order number, product received, product ordered, clear photographs and package-opening video.

If the error is attributable to Eden’s Thread, we will arrange the appropriate remedy in accordance with applicable law.

12. Return shipping for defective, damaged or incorrect products

Where a return is approved because the product was defective, damaged, incorrectly supplied or the issue is attributable to Eden’s Thread, we will bear or reimburse the reasonable applicable return-shipping cost, as appropriate.

For change-of-mind or customer-preference returns, the customer bears return-shipping cost.

13. How to request a return

Contact orders@edensthread.com.

Include:

• Order number
• Customer name
• Registered mobile number
• Product name
• Reason for return
• Package-opening video where applicable
• Clear photographs/videos where relevant

Do not ship a product back without receiving return instructions from Eden’s Thread.

14. Return approval

Submission of a return request does not automatically mean it is approved.

We may review return eligibility, delivery date, reason, product condition, tags, packaging, package-opening video, photographs/videos and order information.

15. Inspection of returned products

Returned products may be inspected after receipt.

A return may be rejected where the product has been used, worn, washed, altered, stained, damaged after delivery through customer handling, is missing required tags, does not correspond to the order, or otherwise fails the stated return conditions.

This does not affect statutory rights relating to defective, damaged, incorrect or otherwise non-conforming products.

16. Refunds

Where a refund is approved, Eden’s Thread will generally initiate it using the original payment method where reasonably possible.

The time taken for the refund to appear may depend on the payment gateway, bank or financial institution.

17. Refund for cancelled orders

Where an order cancellation is accepted before dispatch and a refund is due, the applicable amount will generally be refunded to the original payment method.

Where an order has already been dispatched, cancellation may no longer be possible and the return procedure may apply.

18. Failed or unsuccessful payments

If money has been debited but the order has not been successfully confirmed, contact orders@edensthread.com.

We will verify payment status with the payment service provider. Where the payment was unsuccessful but the amount was debited, the applicable refund will be processed according to the payment provider’s settlement process.

19. Store credit

Where legally permissible and agreed by the customer, Eden’s Thread may offer store credit as an alternative resolution for an eligible return.

20. Unauthorised returns

Products returned without following the applicable process or without prior return instructions may not be accepted.

21. Fraudulent or abusive claims

Eden’s Thread may investigate suspected fraudulent, misleading or abusive return/refund activity, including false defect claims, returning a different product, returning used/altered products as unused, manipulating package-opening evidence, false information or repeated abuse.

22. Consumer rights

Nothing in this policy is intended to exclude, restrict or waive mandatory consumer rights or remedies under applicable Indian law.

Where a product is defective, deficient, damaged, spurious, not as advertised, incorrectly supplied or otherwise gives rise to a mandatory legal remedy, Eden’s Thread will address the matter in accordance with applicable law.

23. Questions about returns or refunds

Order-related return, refund or cancellation questions:

orders@edensthread.com
Customer Care: +91 91460 04224
General enquiries: hello@edensthread.com

24. Grievance redressal

Grievance Officer: Sonia Sophia Joseph
Email: hello@edensthread.com
Phone: +91 91460 04224
Address: N307, City Avenue, Wakad, Pune, Maharashtra – 411057

25. Changes to this policy

We may update this policy to reflect changes in business practices, products, shipping arrangements, payment methods or applicable laws.

26. Contact details

Edens Thread
N307, City Avenue, Wakad, Pune, Maharashtra – 411057
GSTIN: 27ALBPJ4996Q1Z8
Website: edensthread.com
General Enquiries: hello@edensthread.com
Order-related Enquiries: orders@edensthread.com
Customer Care: +91 91460 04224
Grievance Officer: Sonia Sophia Joseph