Returns and Exchange Policy

1. Introduction

This Return & Exchange Policy ("Policy") explains the conditions and procedures governing returns, exchanges, replacements and eligible refunds for products purchased from www.pinrobe.com.

This Website is operated by PINROBE, a partnership firm constituted under the laws of India ("PINROBE", "we", "us" or "our").
Our registered office is:

SHOP NO.16, AT FIRST FLOOR, SITUATED AT CSC, G-8 AREA, RAJOURI GARDEN, HARI NAGAR, NEAR VATIKA APPT, NEW DELHI-110027

This Policy applies to products purchased directly through PINROBE's official Website. It does not apply to purchases made through an unauthorised reseller, marketplace, social media account or third party.

This Policy should be read together with our:

• Terms & Conditions;
• Terms of Use;
• Privacy Policy;
• Shipping Policy;
• Product descriptions; and
• Product-specific conditions displayed before purchase.

Where a product-specific condition expressly differs from this Policy, the product-specific condition will apply to that product, subject to applicable law.

2. Meaning of Return and Exchange

For the purpose of this Policy:

Exchange means returning an eligible product to PINROBE and receiving:

• A different size of the same product; or
• Where the required size is unavailable, another eligible product or an approved refund.

Return means sending a product back to PINROBE for:

• An approved exchange;
• Quality inspection;
• Replacement of a damaged, defective or incorrect product; or
• An approved refund under this Policy.

A return does not automatically entitle the customer to a refund.

Replacement means another unit supplied after PINROBE verifies that the original product qualifies for replacement.

Business Day means Monday to Saturday, excluding national holidays and other holidays observed by PINROBE.

3. No Standard Returns or Change-of-Mind Refunds

PINROBE does not offer standard returns or refunds merely because:

• The customer changed their mind;
• The customer no longer wants the product;
• The customer does not like the colour, style or appearance;
• The product does not match the customer's personal preference;
• The customer ordered the wrong product or variant;
• The customer found the product available later at a lower price;
• The product was subsequently included in a promotion; or
• The customer expected a different fit despite ordering according to their own selection.

Eligible size exchanges may be requested in accordance with this Policy.

Nothing in this Policy limits any remedy that cannot legally be excluded where a product is damaged, defective, incorrectly supplied, materially different from its description or otherwise subject to applicable consumer rights.

4. Exchange Eligibility

A product will qualify for exchange only when all relevant conditions below are satisfied.

5. Products and Requests Not Eligible for Exchange

An exchange request may be rejected where:

• The request is submitted after the applicable five-day window;
• The product has been worn, used, washed, dry-cleaned, ironed or altered;
• The product contains stains, makeup, fragrance, deodorant or body odour;
• The product has been torn, cut, stretched, modified or damaged after delivery;
• Original tags, labels, barcodes, seals, accessories or packaging are missing;
• The product is returned without prior approval;
• The returned product is different from the product originally supplied;
• The customer has already used the one permitted exchange for that Order;
• The customer selected an incorrect style, colour or product and is requesting a preference-based exchange;
• The product was expressly marked Final Sale, Clearance or Non-Exchangeable before purchase;
• The product is a cap and no damage, defect or incorrect-item issue exists;
• Damage occurred because the customer did not follow the product-care instructions;
• The concern relates only to reasonable manufacturing tolerances or minor material variations; or
• The request otherwise fails to satisfy this Policy.

Minor differences in colour caused by screen settings, photography or lighting will not ordinarily constitute a defect. Reasonable variations in texture, crochet placement, embroidery, print placement, surface finish or handcrafted detailing may also occur and will not constitute a defect unless the product is materially different from its description.

6. How to Request an Exchange

7. One Exchange per Order

Only one exchange request is permitted per Order.
Where an Order contains more than one product, the customer must include every product intended for exchange in the same request.

After an exchange has been completed:

• The replacement product cannot ordinarily be exchanged again;
• A second preference-based or size-based exchange will not be processed; and
• A replacement may still be reported if it is received damaged, defective or incorrect.

The one-exchange limit does not remove any statutory remedy available for a genuinely damaged, defective or incorrectly supplied replacement.

8. Reverse Pickup and Exchange Shipping Charges

For an eligible exchange:

• PINROBE will bear the standard reverse-pickup charge;
• PINROBE will bear the standard delivery charge for the replacement;
• Pickup remains subject to courier serviceability; and
• Express, scheduled or special delivery services are not included unless separately agreed.

The customer must:

• Pack the product securely;
• Use the original protective packaging whenever reasonably possible;
• Ensure that tags and labels are not damaged during packing;
• Keep the parcel ready on the scheduled date; and
• Cooperate with reasonable pickup communications and attempts.

Once the properly packed product has been handed to PINROBE's authorised pickup partner, PINROBE will coordinate any issue arising during the authorised return transit.

12. Damaged, Defective, Incorrect or Missing Products

A concern involving a damaged, defective, incorrect or missing product must be reported within 48 hours from the date of delivery.
The customer may be required to provide:

• Order ID;
• Clear photographs of the product;
• Photographs of the external and internal packaging;
• A clear photograph of the shipping label;
• Photographs showing the tags and labels;
• A short video demonstrating the issue; and
• An unboxing video where one is available or reasonably required.

An unboxing video is not automatically mandatory for every claim. However, it may help verify concerns involving:

• A tampered parcel;
• Missing products;
• Transit damage;
• An incorrect item; or
• A dispute concerning the parcel's delivered condition.

Customers should preserve the product, packaging and shipping label until the claim has been resolved.

After verification, PINROBE may provide one of the following resolutions:

• Replacement with the correct product;
• Replacement with a defect-free product;
• Repair, where appropriate and agreed;
• Another available product;
• Refund; or
• Another resolution required by applicable law.

Where the same product is available, replacement will ordinarily be the first resolution offered. Where replacement is unavailable, the customer may choose another eligible product, or an approved refund.

13. What Is Considered a Manufacturing Defect?

A manufacturing defect may include a material fault affecting the product's intended appearance, construction or use, such as:

• Open or structurally defective stitching;
• A broken or non-functional essential fastening at delivery;
• Material damage existing before use;
• Incorrect construction;
• Missing product components;
• Major print, embroidery or panel defects not intended by the design; or
• Another material departure from the product description.

The following will not ordinarily be treated as manufacturing defects:

• Normal wear and tear;
• Damage caused by washing, ironing or dry cleaning;
• Damage resulting from failure to follow care instructions;
• Customer-caused cuts, stains, stretching or abrasion;
• Pilling or fading arising from wear or improper care;
• Minor loose threads that do not affect construction;
• Minor colour variation caused by screen settings or photography;
• Natural variation in fabric texture;
• Reasonable production tolerances; or
• Personal dissatisfaction with fit, feel or appearance.

Each concern will be assessed according to the product, materials, evidence provided and applicable law.

14. Failed Reverse Pickup

PINROBE will arrange reasonable pickup attempts through its delivery partner. A pickup may fail where:

• The customer is unavailable;
• The parcel is not ready;
• The customer does not respond to pickup communications;
• The address or contact details are incorrect;
• The parcel is not adequately packed; or
• The product presented for pickup does not match the approved request.

Where pickup fails for a customer-related reason:

• PINROBE may arrange another pickup, subject to availability;
• An additional pickup charge may apply;
• The customer may be asked to self-ship the product; or
• The request may be closed where the customer does not cooperate within the timeline communicated by PINROBE.

Any additional charge or self-shipping requirement will be communicated before proceeding. A failed pickup caused solely by the delivery partner will not reduce the customer's eligibility, provided the customer reasonably cooperated with the scheduled attempt.

15. Failed Quality Inspection

If the returned product does not satisfy the eligibility conditions:

• The exchange will be declined;
• No replacement will be dispatched;
• No preference-based refund will be issued;
• PINROBE will inform the customer of the reason for rejection; and
• The original product will be returned to the registered delivery address.

The product will ordinarily be returned without an additional standard delivery charge for the first rejected inspection.

Examples of failed inspection include:

• Signs of wear or washing;
• Missing tags or packaging;
• Stains, fragrance or makeup;
• Customer-caused damage;
• Alteration or tampering;
• Return of a different product; or
• Failure to comply with the approved exchange conditions.

Where appropriate, PINROBE may retain photographs or inspection records relating to the decision. Nothing in this section limits any statutory consumer right that cannot legally be excluded.

16. Sale and Promotional Products

Products purchased during a general promotional offer or discount remain eligible for exchange where:

• The product is not expressly marked Final Sale, Clearance or Non-Exchangeable;
• The exchange request satisfies the applicable conditions; and
• The requested replacement is available.

Products clearly marked before purchase as:

• Final Sale;
• Clearance;
• Non-Exchangeable; or
• Subject to specific sale conditions,

will not qualify for a standard preference-based or size-based exchange. Such a designation does not exclude review where the product is received damaged, defective or incorrect.

17. Caps and Other Non-Exchangeable Products

Caps are offered in a single size and are not eligible for standard exchange based on:

• Fit;
• Preference;
• Style;
• Colour choice; or
• Change of mind.

A cap remains eligible for review if it is received:

• Damaged;
• Defective;
• Incorrect; or
• Materially different from its description.

Where a cap is sold on a Pre-Order basis, the Pre-Order cancellation, fulfillment and delay conditions in our Terms & Conditions will also apply.

18. Pre-Order Products

Confirmed Pre-Orders cannot ordinarily be cancelled after confirmation.
After delivery, a Pre-Order product will be governed by the same damage, defect and incorrect-product protections stated in this Policy, together with any product-specific exclusions disclosed before purchase.

A refund may apply where:

• PINROBE cancels or cannot fulfill the Pre-Order;
• The applicable material-delay threshold under the Terms & Conditions is exceeded and the customer chooses to cancel;
• The Pre-Order product is received damaged, defective or incorrect and replacement is unavailable or inappropriate; or
• Applicable law requires a refund.

19. Circumstances in Which a Refund May Be Approved

PINROBE does not provide refunds for ordinary change-of-mind or preference-based requests.
A refund may be approved where:

• PINROBE cancels an Order after payment;
• An approved cancellation is completed before dispatch;
• PINROBE cannot fulfill an Order or Pre-Order;
• A payment is duplicated;
• Payment is received but no Order is successfully created;
• A materially delayed Pre-Order qualifies for cancellation;
• A product is damaged, defective or incorrect and replacement is unavailable or not an appropriate remedy;
• The required replacement size is unavailable and the customer does not select another product;
• An Order cannot be delivered because of circumstances attributable to PINROBE; or
• A refund is otherwise required under applicable law.

PINROBE does not ordinarily issue store credit or promotional codes instead of an approved monetary refund unless the customer separately agrees to such an arrangement.

20. Refund Method and Timeline

After a refund is approved:

• PINROBE will ordinarily initiate it within 2 Business Days;
• Prepaid amounts will normally be refunded to the original payment source;
• Razorpay normal refunds generally take approximately 5–7 working days to reflect after initiation; and
• The final credit timeline may depend on the customer's bank, card issuer, UPI provider or payment network.

PINROBE will not deduct a separate refund-processing fee from an approved product refund.
Optional express, scheduled or special-delivery charges will not ordinarily be refunded unless the refund arises because PINROBE failed to provide the confirmed service.
Once a refund has been initiated, PINROBE may provide the available refund reference number where requested.

21. Refunds for Partial Cash on Delivery Orders

For an approved refund relating to a delivered Partial Cash on Delivery Order:

• The 10% amount paid online will ordinarily be refunded to the original payment source where technically possible;
• The refund method for the remaining amount collected at delivery may depend on how the delivery payment was processed; and
• PINROBE may request verified UPI or bank-account details to process the approved balance refund.

The customer must ensure that the submitted refund details are accurate.

For security and verification, PINROBE may request:

• The registered customer name;
• Order ID;
• Registered email address or mobile number;
• UPI ID; or
• Bank-account details reasonably required to process the refund.

Providing inaccurate refund details may delay processing. PINROBE will communicate the refund method before initiating the approved payment.

22. Customer Responsibilities

The customer is responsible for:

• Reviewing product information and size guidance before purchase;
• Submitting the request within the correct timeframe;
• Providing accurate Order and contact details;
• Providing genuine and relevant evidence;
• Preserving the product and packaging;
• Not using, washing or altering the product;
• Packing the return securely;
• Cooperating with reverse-pickup attempts;
• Not sending the product without approval;
• Following self-shipping instructions where applicable; and
• Providing accurate refund details where required.

A customer must not knowingly submit:

• False damage claims;
• Altered evidence;
• A different product;
• A used product represented as unused; or
• Misleading information intended to obtain an exchange or refund.

23. Misuse and Fraudulent Claims

PINROBE may reject a request and take reasonable protective action where it identifies:

• Fraudulent or fabricated claims;
• Repeated false damage reports;
• Tampered evidence;
• Return of counterfeit or substituted products;
• Deliberate damage caused after delivery;
• Abuse of the one-exchange facility;
• Use of multiple accounts or identities to bypass policy restrictions; or
• Another material misuse of this Policy.

Depending on the circumstances, PINROBE may:

• Restrict future exchange access;
• Restrict Partial COD;
• Refuse future Orders;
• Suspend the relevant customer account; or
• Report suspected unlawful activity to the relevant authority.

Any action taken will remain subject to applicable law and legitimate consumer rights.

24. Processing Timeline Summary

These timelines may be extended where:

• Additional verification is required;
• The customer has not provided the necessary information;
• Courier operations are disrupted;
• A third-party investigation is ongoing;
• Banking or payment-provider processing is delayed; or
• Circumstances beyond PINROBE's reasonable control apply.

PINROBE will make reasonable efforts to inform the customer of a material delay.

25. Grievance Redressal

Customers who are dissatisfied with the handling of an exchange, replacement or refund may submit a formal grievance to:

The grievance should include:

• Customer's full name;
• Order ID;
• Registered contact details;
• Product details;
• Nature of the complaint;
• Relevant photographs, videos or documents; and
• Previous correspondence, where applicable.

PINROBE will acknowledge a formal consumer grievance within 48 hours and endeavour to resolve it within one month from receipt. Where additional time is reasonably required because of courier, payment provider or technical investigations, the customer will be informed.

26. Governing Law and Jurisdiction

This Policy is governed by the laws of India.
Subject to mandatory consumer rights and legally available forums, disputes arising from this Policy will be subject to the jurisdiction of the competent courts in New Delhi, India.
Nothing in this Policy prevents a customer from approaching an appropriate consumer commission, regulatory authority or other forum available under applicable law.

27. Changes to This Policy

PINROBE may update this Policy to reflect changes in:

• Business operations;
• Product categories;
• Exchange processes;
• Payment arrangements;
• Delivery-partner processes;
• Applicable law; or
• Consumer-protection requirements.

The revised Policy will be published on the Website with an updated revision date. Unless required by law, a material change will not retrospectively reduce the eligibility or remedy applicable to an Order placed before the revised Policy took effect. Customers should review the Policy available when placing an Order.

28. Contact Information

For assistance with a return, exchange, replacement or refund: