Clause 1 – Return/Replacement Request Process
A) Return Request Window
All return/replacement requests must be initiated within 48 hours (2 calendar days) from the date of parcel delivery.
Customer must notify dhinglimatching via WhatsApp (+91-9925737147) or Email (dhinglimatching@gmail.com) with:
Order ID
Reason for return/exchange
Clear photographs and Open-Box video of the parcel and product.
Once the request is accepted by dhinglimatching staff, the customer must deliver the parcel to dhinglimatching Return Office within 10 running calendar days.
No excuse will be accepted for delays, including public holidays, personal reasons, or courier delays — the customer is responsible for selecting a reliable courier service to avoid late delivery and claim rejection.
The customer may use any courier service, but the parcel must arrive in its original condition and packaging.
It is the customer’s responsibility to confirm delivery timelines with their courier and ensure timely arrival.
Damages or delays caused by the chosen courier are the customer’s liability.
Failure to deliver within 10 calendar days automatically voids the request.
Return Address:
dhinglimatching RETURN OFFICE
203, 2nd Floor, Shree Shakti Apartment, Shanti Niketan Soc, Kamal Park V-2, Near Gujarat Shopping Center, L.H Road, Kapodra, Surat, Gujarat – 395006
Phone: +91-9925737147
B) Official Channels Only
Requests via WhatsApp or Email only.
Social media comments, DMs, or any unofficial channels will not be accepted.
C) Required Information
Order ID
Full name and registered contact details
Clear photographs of the product and packaging
Open-box video of the parcel and product (see Point D below)
D) Open-Box Video Requirement – Detailed Instructions
Start recording before touching the parcel — it must be sealed and unopened.
Show parcel from all angles, including labels, shipping details, and seal.
Open carefully on camera; do not remove/discard tags, packaging, or protective material until fully shown.
Show product clearly from all sides; highlight any defects or issues.
Video must be continuous without cuts, edits, or fast-forwarding.
Videos starting after opening or showing repacked parcels are invalid.
This video is the primary proof — without it, all claims are automatically rejected.
E) Return Shipping Responsibility
Customer pays all return shipping charges for non-defective products.
dhinglimatching does not provide reverse pickup.
Incorrect or unpaid shipping results in automatic claim rejection.
F) Quality Inspection & Rejection Conditions
Products are rejected if:
Used, worn, washed, altered/customized
Stained, torn, unhygienic, sprayed with perfume/deodorant
Damaged during use/trial/unboxing by the customer
Rejected products are stored for 30 calendar days; if delivery charges are unpaid, dhinglimatching is not responsible for storage after that period.
G) Replica & Original Products
Same return rules apply.
Replica items clearly labeled in description with “This is a replica product inspired by the original designer piece, not an original branded product.”
No branded tags/logos are used.
Minor differences in embroidery, color, or pattern are not defects.
H) 35% Deduction Rule
For all non-defective returns (change of mind, wrong size ordered, minor variation).
Covers:
Shipping & payment gateway charges
Re-stocking, handling, quality checks
Ensures product is resale-ready.
I) Size/Fit Issues
The customer must check the size chart before ordering.
Exchange is possible only if:
Customer pays both-way shipping
Refund incurs 35% deduction + return shipping cost
J) Defective Product Verification
Requires valid open-box video & photos.
dhinglimatching QC team verifies before any refund/replacement.
K) Time Limit for Rejected Claims
30 days to pay re-delivery charges.
Late payments void the claim.
L) Refund Timelines
Processed within 5–10 business days after approval.
Bank/gateway delays are outside dhinglimatching’s control.
M) Transparency & Customer Relations
Clear communication at every step.
All rules apply equally to every customer.
Misuse of consumer rights will be documented and defended legally if required.
N) Additional Protection Points
“Price Found Lower Elsewhere” – Prices vary with market demand; no refunds or adjustments for price differences after order placement.
“Late Delivery Refund Requests” – Delays caused by courier/logistics are not eligible unless beyond 30 days from the order date.
“Not as Expected/Changed Mind” – Not valid unless unused, in original packaging, within return window.
“Gift Purchase Not Liked” – Treated as a change of mind; follows the same non-defective return rules.
“Fabric/Material Not Liked” – Material details are provided in the description; personal preference is not a defect.
“Fake Review Claims” – All reviews are from genuine past customers; individual experiences may vary.
“Delivery Boy Behavior” – Not a valid reason for return unless delivery failed.
Clause 2 – Customer Excuse & Non-Eligibility Policy
dhinglimatching follows a strict “No Unjustified Excuses” policy to prevent misuse of return/replacement rights.
The following reasons are NOT valid for return/refund/exchange, and any request citing these will be automatically rejected:
Color Variation Claims
Minor color differences due to lighting, photography, or screen resolution are normal.
±10% variation is acceptable and not considered a defect.
Size/Fit Issues Without Manufacturing Defect
A size chart is provided on every product page.
Customer is responsible for verifying measurements before purchase.
Wrong size choice is not eligible for a refund; exchange is possible only if the customer pays shipping both ways.
Replica vs. Original Confusion
For replica products, a clear disclaimer is provided:
“This is a replica product inspired by the original designer piece, not an original branded product.”
No claims accepted regarding lack of original branding/tags/logos.
Minor Design/Pattern Differences
Handwork, embroidery, dyeing, or printing may have ±10% variation.
Such differences are part of handcrafted/printed items and not defects.
Delivery Delays Due to the Courier
Delivery timelines are estimates.
Delays by courier/logistics are not grounds for return unless delivery exceeds 30 calendar days from the order date.
Damaged Outer Packaging
Outer carton/box damage is not valid for return if the product inside is intact.
Price Differences
Price fluctuations across websites or time periods are normal.
No refunds/adjustments for price differences after purchase.
Return Request After Expiry of Return Window
Late claims beyond the stipulated return period (see Clause 1) are automatically rejected.
Used/Worn/Altered Products
Any signs of usage, washing, alteration, or perfume/deodorant smell void return eligibility.
Personal Preference on Material or Look
Material/fabric details are clearly mentioned; personal dislikes are not grounds for return.
Undeliverable Location Refund Request
Customer must confirm serviceability before ordering.
If undeliverable, store credit or reshipment will be offered — no cash refund.
Review Authenticity Claims
Reviews reflect past customers’ experiences; variation in individual satisfaction is not a return reason.
Gift Not Liked
“Not liked” or “Changed mind” is not valid unless the product is unused, in original packaging, and within the return window.
Cancellation After Dispatch
Orders cannot be cancelled once shipped.
Courier Damage Dispute Without Open-Box Video
Courier misreport or damage claims require a valid open-box video as per Clause 1.
Without proper proof, the claim is rejected.
Designer Brand Logo Requests
Replica products do not carry brand tags/logos; such claims are not valid.
Courier Staff Behaviour
Behavioural complaints against courier personnel do not qualify for a refund/return unless delivery was refused/failed.
Threat of Legal/Consumer Forum Action
All returns/refunds are handled strictly under policy terms.
Threatening messages will be documented, but policy exceptions will not be made.
Failure to Use a Reliable Courier for Return
The customer is responsible for choosing a reputable courier and confirming delivery timelines.
Clause 3 – Open-Box Video & Proof Requirement
To ensure fair resolution of claims, dhinglimatching requires mandatory proof in the form of an open-box video for any return, replacement, or damage/defect claim.
3.1 Mandatory Open-Box Video
The video must start before the parcel is opened and clearly show:
The outer package with the shipping label visible.
360° view of the sealed package (all sides).
The package is being opened in one continuous shot (no pauses, no cuts).
The product is being taken out, with a close-up of any damage/defect.
The product is with all original tags, labels, and accessories.
3.2 Proof for Wrong/Short Items
If the customer claims a wrong product or missing items, the open-box video must show:
The package is being opened in full view.
The invoice slip is inside (if included).
The product(s) received in the same shot.
3.3 File & Format
Video must be clear, without editing, and under 100MB (or sent via a cloud link if larger).
Blurry or unclear videos will not be considered valid proof.
3.4 Time Limit to Submit
Video proof must be submitted to dhinglimatching within 48 hours of delivery.
Claims raised after this period, even with video, will not be accepted.
3.5 Incomplete Proof
Photos alone, partial videos, or videos starting after the parcel is opened will not be accepted as valid evidence.
3.6 Courier Damage
For damage caused in transit, the open-box video must also show:
The damaged packaging.
The damaged product.
Without proof, claims will be rejected as per Clause 2.
3.7 Return Shipment Proof
If the product is approved for return, the customer must:
Share the courier receipt and tracking number within 24 hours of dispatch.
Use a reputable courier service to prevent delay or loss.
Ensure product is packed securely to avoid damage in transit.
Clause 4 – Shipping & Delivery Terms
4.1 Order Processing Time
All confirmed orders are processed within 1–3 business days after payment confirmation.
Business days exclude Sundays and public holidays.
4.2 Delivery Timeframes
Standard delivery within India usually takes 4–10 business days, depending on the pin code and courier service.
Remote or non-serviceable areas may require additional days as per the courier policy.
dhinglimatching is not responsible for delays caused by courier companies, natural calamities, political unrest, or unforeseen events.
4.3 Address Accuracy
Customers must provide a complete and accurate shipping address at the time of placing the order.
Any delay or non-delivery due to an incorrect/incomplete address will be the customer’s responsibility.
If an order is returned due to an incorrect/incomplete address, re-shipping charges must be paid by the customer before re-dispatch.
4.4 Courier Attempts & Non-Delivery
Courier services will attempt delivery 2–3 times, depending on their policy.
If the customer is unreachable or refuses the parcel, the order will be marked as “Return to Origin” (RTO).
In case of RTO:
Prepaid orders will be refunded after deducting both-way courier charges + payment gateway fees.
COD orders will be marked as canceled, and customers with a repeated refusal history may be blacklisted.
4.5 Tracking Information
Tracking details will be sent to the registered email/WhatsApp within 24–48 hours of dispatch.
Customers are responsible for tracking their parcels and coordinating with the courier in case of delays or missed deliveries.
4.6 Damaged/Tempered Parcel on Delivery
If the outer packaging is torn, open, or appears tampered with, the customer must:
Refuse to accept the parcel.
Take clear photographs and video proof at the time of delivery.
Notify dhinglimatching within 24 hours with the proof for further action.
Accepting a damaged/tampered parcel without proof will void any damage claim.
4.7 Self-Pickup by Courier
In certain locations, the courier may request the customer to collect the parcel from a nearby delivery hub if home delivery is not possible.
Failure to collect within the courier’s time limit will result in RTO as per Clause 4.4.
4.8 International Shipping (if applicable)
International delivery timelines vary from 7–30 business days, depending on the destination and customs clearance.
Customs duties, import taxes, and handling fees (if applicable) must be borne by the customer.
Clause 5 – Product Condition & Quality Check Policy
5.1 Pre-Dispatch Quality Inspection
Every product is inspected for stitching, fabric quality, embroidery work, and measurements before dispatch.
Size is verified against the provided size chart; minor manual measurement variations of ±1–2 inches are considered standard and not a defect.
Color shades may vary slightly due to lighting, camera, and screen display — such variations do not qualify as defects.
5.2 Product Packaging
Products are packed with proper protective material to avoid transit damage.
Tags, labels, and accessories (if any) are attached at the time of dispatch.
5.3 What is Considered a Defect
A product will be considered defective only if:
There is visible damage or a manufacturing fault (e.g., a large tear, a major stitching defect, missing embroidery portion).
The wrong product or wrong size (different from the order) is sent by dhinglimatching.
An accessory or matching item mentioned in the product description is missing.
5.4 What is Not Considered a Defect
The following are not accepted as defect claims under any circumstances:
Slight embroidery/thread differences (handwork variations are normal).
Minor color tone variation from product images.
Fabric smell due to packaging or storage.
Loose threads, minor beading issues, or crease marks from folding.
Slight size difference within the tolerance limit mentioned in 5.1.
5.5 Replica & Original Product Check
Replica products are clearly mentioned in descriptions.
Both replica and original items go through the same QC process.
Minor design differences in replica items compared to the original brand image are normal and expected.
5.6 Pre-Dispatch Proof
dhinglimatching maintains internal packing videos and images for every order as proof of product quality and condition before shipping.
In case of disputes, dhinglimatching’s pre-dispatch proof will be considered final under this policy.
5.7 Customer Responsibility Upon Delivery
The customer must record an open-box video (see Clause 1 – Point D) at the time of opening.
Any defect/issue reported without proper proof will be considered invalid.
Clause 6 – Refund, Exchange & Deduction Rules
6.1 General Principles
All refunds/exchanges are processed only after the dhinglimatching QC team verifies the product and documents provided by the customer.
The decision of the dhinglimatching QC team is final and binding.
Refunds are always processed via the same payment method used during purchase — no exceptions.
6.2 Non-Defective Returns – Deduction Policy
A 35% deduction is applied to the product value for all non-defective returns due to:
Change of mind
Size/fit issues
Minor color/design variation
Missing tags/accessories (if not critical to product usage)
This deduction covers:
Forward & return shipping
Payment gateway transaction fees
Re-stocking, handling, repacking & quality check costs
6.3 Exchange for Size/Fit Issues
Exchange allowed only if the product is unused, unwashed, unaltered, and in original packaging with all tags intact.
Customer pays both-way shipping charges for size/color exchanges.
Exchange is subject to stock availability; if not available, a refund will be processed as per 6.2 deduction rules.
6.4 Defective/Wrong Product Refunds
For genuine defects or wrong items (verified through open-box video and photos), dhinglimatching will offer:
Full refund (no deduction)
Or free replacement (subject to stock availability)
If the customer opts for a refund, processing will follow the 6.6 timelines.
6.5 Non-Refundable Situations
No refund/exchange will be given if:
Open-box video is missing or invalid (see Clause 1 – Point D)
The product is used, washed, altered, or damaged after delivery
Return request is initiated after the allowed time window (Clause 1 – Point A)
Replica products have minor variations compared to the original design
The customer fails to send the return parcel within 10 days of the request approval
6.6 Refund Timelines
Approved refunds are processed within 5–10 business days after dhinglimatching QC approval.
Bank/payment gateway delays are beyond dhinglimatching’s control.
Refund status will be shared via official WhatsApp/email communication only.
6.7 Forfeiture Clause
Any returned product pending the customer’s action (e.g., paying reshipping charges for a rejected claim) will be held for 30 calendar days.
After 30 days, dhinglimatching is not responsible for storage, return, or compensation.
Clause 7 – Shipping, Delivery & Risk Responsibility
7.1 Dispatch Timelines
All orders are usually dispatched within 2–7 business days after successful payment confirmation.
Dispatch delays due to stock availability, public holidays, or unavoidable circumstances will be informed via WhatsApp/email.
Pre-ordered or custom-made products may have longer dispatch timelines (clearly mentioned on the product page).
7.2 Delivery Timelines
Standard delivery time after dispatch: 3–10 business days within India, depending on location and courier service.
dhinglimatching is not responsible for courier delays caused by:
Weather conditions
Political disruptions
Festivals or public holidays
Natural disasters or unforeseen events
Such delays do not qualify for cancellation, refund, or compensation.
7.3 Courier Tracking & Customer Responsibility
Tracking details will be shared once the parcel is dispatched.
Customers must track their shipment and cooperate with the courier’s delivery attempts.
If a parcel is returned due to:
Incorrect/incomplete address
Unreachable phone number
Non-availability at the delivery location
Refusal to accept delivery
Then:
Forward & return courier charges will be deducted from the refund.
If the customer requests re-shipment, both-way courier charges must be prepaid.
7.4 Risk Transfer Policy
dhinglimatching ships all orders through trusted courier partners with tracking.
Once the parcel is handed over to the courier, the risk of loss or damage during transit transfers to the customer.
In case of a damaged or tampered parcel received, the customer must:
Take clear photos of the parcel before opening.
Mention “Received Damaged/Tampered” on the courier delivery receipt/app.
Send photos and open-box video to dhinglimatching within 24 hours of delivery.
7.5 Delay or Lost Parcel Claims
Courier-related lost parcel claims are subject to courier investigation timelines (7–21 business days).
dhinglimatching will process a refund or replacement only after the courier confirms claim approval.
If the courier rejects the claim due to the customer’s failure to cooperate, dhinglimatching is not liable for refund/replacement.
7.6 Pincode Serviceability
Customers must ensure their delivery pincode is serviceable by checking with dhinglimatching before ordering.
Orders placed for non-serviceable pincodes may be cancelled, and a refund will be processed after deducting payment gateway charges.
Clause 8 – Product Description, Color Variations & Replica Disclaimer
8.1 Accurate Product Descriptions
All product titles, descriptions, size charts, and specifications are prepared with maximum accuracy.
Any minor variations in embroidery, stitching pattern, motif placement, lace design, or fabric weave are considered normal in the textile industry and are not defects.
8.2 Color Variation Policy
Product colors may slightly vary due to:
Lighting conditions during photography
Screen/monitor/mobile display settings
Camera resolution differences
Such minor shade differences do not qualify for return, exchange, or refund.
Customers should expect ±10% variation in shade/tone as standard tolerance.
8.3 Measurement Tolerance
All garment measurements follow the provided size chart.
Due to manual tailoring, a ±1–1.5 inch tolerance is industry-accepted and not considered a defect.
8.4 Embroidery, Zari & Handwork Variations
Handcrafted/hand-embroidered products may have slight thread pulls, knotting, or bead placement differences — these are natural characteristics and proof of craftsmanship, not defects.
Machine embroidery designs may have 1–2% variation from sample photographs.
8.5 Replica & Original Products
dhinglimatching sells both original and replica/designer-inspired products.
All replica products are clearly marked as “Replica” in the product title and/or description.
Replica products are inspired by designer originals but are not exact copies. Variations in embroidery, fabric, and finishing are normal and expected.
Purchasing a replica means the customer has accepted these differences and cannot claim “the product is not the same as the designer image” as a defect.
8.6 Model/Drape Display Disclaimer
Saree, lehenga, and dress images on models are for styling reference only.
Accessories, jewellery, belts, underskirts, and blouses shown in photographs may not be included unless specifically mentioned in the product description.
8.7 Fabric Behavior Disclaimer
Slight fabric irregularities such as weaving knots, uneven yarn thickness, or slubs are inherent in natural fabrics like silk, cotton, and linen — they indicate authenticity, not defects.
Dark-colored fabrics may bleed color during initial washes. Customers are advised to follow the washing instructions provided.
Clause 9 – Payment, Pricing & Discount Policy
9.1 Accepted Payment Methods
dhinglimatching accepts payments via:
UPI, Net Banking, Credit/Debit Cards
Wallets (Paytm, PhonePe, etc.)
Cash on Delivery (COD) – where applicable
All payments are processed securely through trusted payment gateways. dhinglimatching does not store sensitive payment information.
9.2 Order Confirmation
Orders are processed only after successful payment confirmation from the payment gateway.
For COD orders, processing is subject to verification of contact details and shipping address.
9.3 Pricing Policy
All prices listed on the website are in Indian Rupees (₹) and include applicable GST unless stated otherwise.
Prices are subject to change without prior notice due to market fluctuations, fabric cost variations, or supplier pricing updates.
Once an order is placed and confirmed, the price at the time of purchase is final — customers cannot claim later price drops or offers.
9.4 Discounts, Coupons & Offers
Discount codes, coupons, and promotional offers are valid only within their specified validity period and conditions.
Only one discount/coupon can be applied per order unless explicitly stated otherwise.
Coupons are non-transferable, non-refundable, and cannot be exchanged for cash.
Misuse of coupon codes, including creating fake accounts, will result in order cancellation without refund.
9.5 Price Discrepancies
If a product is listed at an incorrect price due to a typographical or technical error, dhinglimatching reserves the right to refuse or cancel any orders placed at the incorrect price, regardless of payment status.
In such cases, the customer will be notified and offered either a full refund or the option to purchase at the correct price.
9.6 GST Invoices
GST invoices are provided upon request and will reflect the actual amount paid by the customer after applying discounts/coupons.
9.7 Payment Gateway Delays & Failures
dhinglimatching is not responsible for delays in payment confirmation caused by banks or payment gateways.
Refunds for failed transactions will be processed by the payment gateway provider, typically within 5–10 business days.
9.8 Cash on Delivery (COD) Policy
COD orders may require advance partial payment for high-value products or customers with a history of return/rejection.
Failure to accept COD delivery without a valid reason may result in a permanent block from placing future COD orders.
Clause 10 – Shipping, Delivery & Tracking Policy
10.1 Shipping Coverage
dhinglimatching ships across India via trusted courier partners.
International shipping is not available unless explicitly mentioned.
10.2 Dispatch Timeline
Orders are usually dispatched within 2–5 business days after payment confirmation, unless otherwise stated on the product page.
Pre-ordered or custom-made items may take longer; the timeline will be mentioned in the product description.
10.3 Delivery Timeline
Delivery generally takes 5–10 business days, depending on the destination pin code.
Remote, rural, or high-risk areas may take additional time.
Delivery timelines are estimates and may vary due to courier delays, weather conditions, strikes, or unforeseen events — these are beyond dhinglimatching’s control.
10.4 Tracking Information
Tracking details are shared via WhatsApp/Email once the order is shipped.
Customers are responsible for tracking their parcel and coordinating with the courier in case of delivery delays.
10.5 Address Accuracy & Non-Delivery
Customers must provide a complete and correct shipping address, including house number, street name, landmark, city, state, and pincode.
Orders with incomplete/incorrect addresses may be delayed or cancelled.
If the courier marks the parcel as undeliverable due to an incorrect address, unreachable contact number, refusal to accept, or repeated delivery attempts failed, the customer must pay re-shipping charges for redelivery.
10.6 Delivery Confirmation
Delivery is considered complete when the courier tracking shows “Delivered” to the provided address, regardless of whether the customer personally received it.
Disputes about non-receipt must be raised within 24 hours of the tracking status changing to “Delivered,” along with valid proof.
10.7 Multiple Products in One Order
If an order contains multiple products, they may be shipped separately depending on stock availability, but the customer will be informed in advance.
10.8 Courier Partner Policies
dhinglimatching follows the delivery terms of its courier partners. Any delays or delivery failures caused by the courier are not grounds for full refunds unless the product is returned to dhinglimatching.
10.9 High-Value Orders
Orders above a certain value (as decided by dhinglimatching) may require an OTP confirmation or partial prepayment before dispatch.
10.10 Unclaimed / Refused Parcels
If a customer refuses delivery or fails to collect the parcel, it will be returned to dhinglimatching.
In such cases:
For prepaid orders: Refund will be issued after deducting two-way shipping charges + 35% restocking fee.
For COD orders: Customer will be blocked from future COD purchases.
Clause 11 – Order Cancellations & Modifications Policy
11.1 Cancellation Before Dispatch
Orders can be cancelled only before they are dispatched from our warehouse.
Once an order status is updated to Shipped or tracking details are generated, cancellation will not be possible.
11.2 Cancellation Charges
For prepaid orders cancelled before dispatch, A 5% payment gateway fee will be deducted from the refund.
For COD orders: No cancellation fee if cancelled before dispatch, but repeated COD cancellations may result in blocking COD service for that customer.
11.3 Modification Requests
Any changes in size, colour, address, or product selection must be requested within 12 hours of placing the order and before dispatch.
Modification requests after dispatch will not be accepted.
11.4 Automatic Cancellation by dhinglimatching
We reserve the right to cancel orders in the following cases:
Stock unavailability.
Suspected fraudulent transactions.
Incomplete or invalid shipping address.
Multiple COD cancellations from the same customer in the past.
11.5 No Last-Minute Excuse Cancellations
The following will not be considered valid grounds for cancellation once an order is dispatched:
“Delivery time bahut zyada lag gaya.”
“Dusre website par price kam hai.”
“Mujhe gift ke liye chahiye tha, ab zarurat nahi hai.”
“COD chahiye tha, maine galti se prepaid kar diya, XYZ. Any reasons?”
11.6 Refund Timeline for Cancelled Orders
Prepaid order refunds will be processed within 5–10 business days from the date of cancellation confirmation.
Refunds will be credited via the original payment method only.
11.7 Repeated Abuse of Cancellation Policy
Customers who repeatedly place and cancel orders without valid reasons may have their accounts suspended or their COD facility revoked.
Clause 12 – Return & Refund Eligibility
12.1 Eligible Cases for Return/Refund
Returns or refunds will be processed only if all of the following conditions are met:
Return request raised within 48 hours of delivery through official channels (WhatsApp/Email only).
Valid Open-Box video provided as per Clause 1(D).
Product is unused, unwashed, unaltered, and in its original condition with tags & packaging intact.
Product physically returned to dhinglimatching Return Office within 10 calendar days of request approval.
12.2 Non-Eligible Cases (No Return/Refund)
The following reasons will not qualify for return or refund under the Indian Consumer Law:
Minor colour, shade, or design variation due to lighting/camera settings.
Minor thread pulls, weaving variations, or handwork differences inherent to handmade/replica products.
Size/fit issues due to not checking the size chart before purchase (Clause 1(I) applies).
Change of mind after delivery (e.g., “Pasand nahi aaya”).
Delay caused by the courier company after dispatch.
Product used for photography, events, trial, or worn even once.
Absence of open-box video or video not following guidelines.
12.3 Defective/Damaged Product Claims
Must be supported by an open-box video showing the parcel sealed before opening.
Claims without valid video proof will be automatically rejected.
Damage due to misuse, washing, or customer handling will not be considered a manufacturing defect.
12.4 Replica & Original Product Rules
All products, whether replica or original, follow the same return policy.
Product descriptions clearly mention “Replica” where applicable.
Slight embroidery or fabric pattern differences do not qualify as defects.
12.5 35% Deduction on Approved Returns
Applies to all non-defective returns (size/fit issues, colour variation, change of mind).
Covers shipping charges, payment gateway fees, restocking, QC, and handling costs.
12.6 Shipping Costs
Return shipping charges are borne by the customer in all non-defective cases.
dhinglimatching does not provide reverse pickup.
In defective cases, return shipping will be reimbursed only after QC approval.
12.7 Refund Timelines
Refunds will be processed within 5–10 business days of QC approval.
Bank/payment gateway delays are beyond dhinglimatching’s control.
12.8 Rejection & Disposal of Returns
Products failing QC will be kept for 30 days for the customer to arrange pickup after paying return shipping.
After 30 days, dhinglimatching will not be responsible for storing or returning rejected items.
12.9 Final Decision Authority
dhinglimatching’s QC team’s decision is final and binding in all return/refund cases.
Clause 13 – Exchange Policy
13.1 Exchange Eligibility
Exchanges will be entertained only if:
Request is raised within 48 hours of delivery via official dhinglimatching communication channels (WhatsApp/Email).
Product is unused, unwashed, unaltered, and in original condition with tags, accessories, and packaging intact.
Open-box video proof is provided as per Clause 1(D).
The requested exchange product is of equal or higher value (price difference to be paid by the customer).
13.2 Non-Eligible for Exchange
The following cases will not qualify for an exchange:
Colour/shade variation due to lighting, screen resolution, or photography.
Size/fit issues due to ignoring the size chart (Clause 1(I) applies).
Product used even once, washed, altered, or missing tags.
Personal dislike after delivery (“Pasand nahi aaya”, “Gift ke liye liya tha, pasand nahi aaya”).
Courier delays after dispatch.
Products bought during the Sale, Discount Offers, or Clearance.
13.3 Exchange for Size Issues
Allowed only if a manufacturing defect in size (actual measurements differ from the size chart by more than ±1 inch).
Exchange for a different size in the same product allowed if available in stock; otherwise, store credit will be issued (valid 30 days).
13.4 Exchange Shipping Rules
Customer must ship the product to dhinglimatching’s return address using a reputed courier service at their own cost.
dhinglimatching does not provide reverse pickup.
For approved manufacturing defect cases, return shipping costs will be reimbursed after QC approval.
13.5 Store Credit in Exchange Cases
If the requested product is unavailable, store credit will be issued for the same value (valid 30 days).
Store credit cannot be converted into cash/refund.
13.6 Exchange Processing Timelines
Once received, the product will undergo QC within 3 business days.
Approved exchanges will be shipped within 5–7 business days after QC clearance.
Delivery timelines depend on the courier service and location.
13.7 Final Decision Authority
dhinglimatching QC team’s decision is final and binding in all exchange cases.
Clause 14 – Courier Delays, Tracking & Delivery Responsibility
Responsibility Transfer to Courier
Once an order is shipped from dhinglimatching, responsibility for transit lies with the courier partner until delivery is completed.
dhinglimatching is not liable for delays, damage, or loss caused by the courier during transit.
Tracking & Updates
Customers will receive a tracking link via WhatsApp, SMS, or Email.
It is the customer’s responsibility to regularly track the shipment and coordinate with the courier in case of delays or failed delivery attempts.
Courier Delays
Public holidays, strikes, adverse weather, or operational issues with the courier may cause delays.
Such delays are beyond dhinglimatching’s control and are not grounds for cancellation or refund.
Incorrect / Incomplete Address
Orders returned due to incorrect, incomplete, or unreachable addresses will be resent only after the customer pays for re-shipping charges.
If the customer requests a refund instead, Clause 1(H) – 35% Deduction Rule will apply.
Damage in Transit
Any physical damage to the parcel must be reported to the courier at the time of delivery and noted on the delivery receipt.
An open-box video, as per Clause 15, is mandatory to claim any transit damage.
Clause 15 – Unboxing Video Requirement (Strict Proof Policy)
Mandatory for All Claims
An uninterrupted open-box video is mandatory for any return, replacement, or damage claim.
Claims without the required video proof will be automatically rejected.
Video Recording Rules
Start recording before touching or opening the parcel.
Show the sealed parcel from all sides, including the shipping label and intact tape/seals.
Open the parcel in one continuous shot without pausing, editing, or fast-forwarding.
Display the product from all angles, including tags, accessories, and packaging.
Highlight any visible defect, mismatch, or damage clearly in the video.
Invalid Videos
Video recorded after opening the package.
Edited, cut, or tampered footage.
Blurry or unclear footage where product/packaging details are not visible.
Video where tags or protective materials have been removed before recording.
Purpose of the Video
Serves as primary evidence for dhinglimatching’s Quality Control team.
Ensures fair judgment for both the customer and dhinglimatching.
Customer Responsibility
The customer is solely responsible for providing valid video proof as per the guidelines.
Failure to provide it within the return request window will result in rejection of the claim.
Clause 16 – Customer Misuse of Consumer Rights
Zero Tolerance Policy
dhinglimatching strictly prohibits the misuse of consumer protection laws for personal gain, fraudulent returns, or false claims.
Any attempt to exploit policies will result in the permanent blacklisting of the customer’s account.
Examples of Misuse
Filing false defect claims without genuine issues.
Using products and then attempting to return them under the pretext of “change of mind” or “defective” without valid proof.
Submitting tampered or fake unboxing videos.
Creating multiple fake complaints to pressure dhinglimatching into issuing refunds.
Threatening to post negative reviews or lodge false legal/consumer cases for undue benefit.
Evidence-Based Action
All claims are video/photo evidence–based.
If QC inspection proves misuse, the return/refund request will be rejected, and the customer will be blacklisted.
Legal Consequences
dhinglimatching reserves the right to take legal action under the Indian Penal Code (IPC) sections relating to fraud, cheating, and defamation.
Any false case filed will be defended with evidence, and legal costs may be recovered from the customer.
Consumer Rights Protection
Genuine customers with valid proof will always be protected under the Indian Consumer Protection Act, 2019.
This clause exists solely to safeguard against malicious and dishonest misuse.
Clause 17 – Color, Design, and Pattern Variations Policy
Minor Variations Are Normal
Products may have slight differences in color shade, embroidery design, pattern alignment, or fabric texture compared to website images.
Such variations occur due to studio lighting, camera settings, screen resolution, dye batches, or the handcrafted nature of products.
Not Considered Defects
Minor shade difference (±10%) in color.
Slight embroidery thread color variation.
Minimal difference in print alignment or motif placement.
Handcrafted irregularities such as weaving knots, loose threads, or small beadwork variations.
Replica Product Variations
Replica items are inspired by designer products and are not exact copies.
There may be differences in fabric type, shade, embroidery density, or embellishment design.
Such differences are clearly mentioned in the product description and will not be treated as defects.
Customer Acknowledgement
By purchasing from dhinglimatching, the customer agrees that minor variations are normal in textile and apparel manufacturing.
Return or refund requests solely based on such variations will be rejected under this policy.
Quality Commitment
While variations are possible, dhinglimatching ensures that every product meets industry quality standards and matches the core style, design intent, and size chart as described.
Clause 18 – Prepaid Orders, COD & Coupon Usage Policy
Prepaid Order Requirement
Certain high-value, limited-edition, or customized products are available only on prepaid payment mode.
Orders from customers with a history of fake COD refusals will be accepted only on a prepaid basis.
Cash on Delivery (COD) Orders
COD is available only for selected products and pin codes as per the courier serviceability.
COD orders require complete and verified address details along with an active mobile number.
Orders placed using COD coupon codes must be valid at the time of placing the order; expired codes will not be honored.
Coupon & Discount Code Usage
Coupons are valid only for single use per customer unless stated otherwise.
Coupons cannot be combined with other offers or applied to products already on sale, unless specifically allowed.
In case of order cancellation (by customer or dhinglimatching), coupon benefits are forfeited and cannot be reissued unless stated in writing.
Misuse of COD or Coupons
Fake address entries, repeated order refusals, or misuse of promotional coupons will result in permanent account blocking.
dhinglimatching reserves the right to recover actual courier costs and payment gateway charges from customers who misuse the COD facility.
Payment Confirmation for Prepaid Orders
Orders are confirmed only after successful payment receipt in dhinglimatching’s designated bank or payment gateway.
In case of payment failure or amount deduction, the customer must contact their bank/payment provider. dhinglimatching is not liable for delays caused by third-party payment systems.
Refunds for Cancelled Prepaid Orders
If a prepaid order is cancelled by dhinglimatching, the refund will be processed within 5–10 business days via the original payment method.
Bank or gateway delays are beyond dhinglimatching’s control.
Clause 19 – Bulk Order & Wholesale Policy
Minimum Quantity Requirement
Orders considered “bulk” are defined as 5 or more units of the same product or orders above ₹25,000 in a single purchase.
Wholesale pricing is offered only upon prior approval from dhinglimatching’s sales team.
Advance Payment
All bulk/wholesale orders are 100% prepaid; Cash on Delivery (COD) is not available for such orders.
Orders are confirmed only after full payment is received in dhinglimatching’s account.
Production & Dispatch Timeline
Bulk/wholesale orders may require additional production or sourcing time, depending on product availability.
Estimated timelines will be communicated in writing at the time of order confirmation.
Customization Requests
Color, size, and design customizations for bulk orders are subject to feasibility and may involve extra charges.
All customization details must be approved in writing before production begins.
No Returns/Exchanges for Bulk Orders
Bulk/wholesale orders are non-returnable and non-exchangeable except in cases of proven manufacturing defect.
Any defect claim must be raised within 48 hours of delivery, along with an unboxing video.
Shipping & Logistics for Bulk Orders
Shipping charges for bulk orders are calculated separately and may vary depending on weight, volume, and delivery location.
dhinglimatching will not be liable for delays caused by third-party transporters or customs clearance (for international shipments).
Resale & Branding Policy
Products purchased under wholesale pricing cannot be resold under dhinglimatching’s brand name without written permission.
Resellers are responsible for their own compliance with local tax, labeling, and consumer protection laws.
Clause 20 – International Orders & Customs Policy
Order Acceptance
dhinglimatching accepts international orders only through approved payment methods (e.g., bank transfer, PayPal, or other authorized gateways).
All international orders are 100% prepaid; Cash on Delivery (COD) is not available.
Currency & Pricing
Prices displayed on the website are in Indian Rupees (₹) by default.
For international customers, the final price will depend on the current exchange rate and any applicable conversion fees charged by the payment provider.
Shipping Timelines
International shipping times vary by destination and chosen courier service.
Estimated delivery timelines will be provided, but delays due to customs clearance, strikes, or international transit issues are beyond dhinglimatching’s control.
Customs Duties & Taxes
All customs duties, import taxes, VAT, and other local charges are the responsibility of the customer.
dhinglimatching will not mark shipments as “gift” or undervalue invoices to avoid customs charges — doing so is illegal.
Customs Clearance Responsibility
Customers are responsible for providing all necessary documents and information required for customs clearance.
If the shipment is returned due to refusal to pay duties or failure to provide clearance documents, shipping charges will not be refunded, and a restocking fee may apply.
Return & Refund Policy for International Orders
International orders are generally non-returnable and non-refundable, except for proven manufacturing defects.
In case of a defect claim, the customer must share a full unboxing video from the moment of package opening to proof of defect, and return shipping will be at the customer’s cost unless otherwise agreed in writing.
Shipping Damage
dhinglimatching takes all precautions in secure packaging; however, any damage caused during international transit must be claimed with the courier company directly by the customer.
dhinglimatching will assist with the necessary documentation, but will not be responsible for compensation.
Prohibited Items
Certain fabrics, embellishments, or products may be restricted in some countries due to import regulations.
Customers must verify the legality of importing the ordered products into their country before placing an order.
Clause 21 – Prohibition of Blackmail, Threats & Defamation
Any attempt by a customer to threaten the company with fake consumer court complaints, false reviews, or public defamation to obtain an undue refund, replacement, or benefit will be treated as criminal intimidation under IPC Section 503 and defamation under IPC Section 499.
dhinglimatching reserves the right to initiate legal action, including civil and criminal proceedings, and claim damages for reputation loss.
All conversations and interactions (calls, WhatsApp, email) will be recorded and preserved as evidence for legal use.
Clause 22 – Fake Review & Social Media Misuse Policy
Posting false, misleading, or manipulated reviews on any platform (Google, Instagram, Facebook, WhatsApp, YouTube, etc.) with the intent to harm dhinglimatching’s reputation will be treated as malicious activity.
dhinglimatching reserves the right to take action under IT Act Section 66D (cheating by impersonation) and other applicable laws.
If a negative review is genuine, the customer must first contact dhinglimatching and allow up to 7 working days to resolve the issue before posting publicly.
Clause 23 – Legal Jurisdiction
All disputes are subject to the exclusive jurisdiction of the Surat, Gujarat courts only, regardless of the customer’s location.
Any complaint must be filed in accordance with the Consumer Protection Act, 2019, and the location of the seller (Surat, Gujarat) will determine the court jurisdiction.
Clause 24 – Misuse of Return & Refund Policy
Multiple returns for false reasons, repeated size/colour claims, or damage caused intentionally to claim a refund will be treated as fraudulent activity.
dhinglimatching may blacklist such customers and refuse all future transactions.
Any refund for a proven fraudulent return will be permanently denied, and legal recovery will be initiated for losses.
Clause 25 – Dispute Resolution & Evidence Submission
In case of a dispute, both parties agree to resolve the matter via documented evidence only (unboxing videos, courier scans, payment records, etc.).
Verbal claims without evidence will not be accepted.
dhinglimatching will maintain complete shipping and product inspection records, which will be presented in court or before consumer authorities if required.
Clause 26 – Policy Communication Before Purchase
For all orders placed via Instagram, WhatsApp, or any other social platform, dhinglimatching will share a link or PDF of its Return, Refund, and Exchange Policy with the customer before payment confirmation.
Once payment is made, it will be deemed that the customer has read, understood, and agreed to all terms and conditions.
Orders will only be processed after the customer’s written confirmation (via WhatsApp or email) of acceptance of these terms.
Clause 27 – Product Representation & Disclaimer Compliance
Some product images or videos may feature designer references for visual inspiration only. These are used strictly for illustrative purposes and to showcase style, embroidery, or colour combinations.
In such cases, a clear disclaimer will be provided in the product description and/or caption stating whether the item is an original designer or a replica.
By placing an order, the customer confirms they have read and understood the disclaimer and accept the product as described.
Clause 28 – Digital Communication Records
All communication with customers via WhatsApp, Instagram, email, or other platforms will be saved as evidence for order details, product descriptions, and policy communication.
Any dispute will be resolved based on saved chat records and payment proofs, which will be treated as the final agreement between the customer and dhinglimatching.
Clause 29 – Acceptance of Terms Through Payment
Any payment made to dhinglimatching (via UPI, bank transfer, payment gateway, or cash deposit) will be treated as final confirmation that the customer agrees to the terms of sale, product descriptions, and all company policies.
Claims of “I didn’t read the policy” or “I wasn’t informed” will not be accepted, as dhinglimatching provides the policy link and/or description before order confirmation.
Clause 30 – Transit Damage & Packaging Tampering
If a customer receives or is about to receive a parcel that appears damaged or tampered, the following rules and procedures shall strictly apply:
Do Not Accept Damaged/Tampered Parcels
If the parcel appears physically damaged, wet, torn, resealed, crushed, or otherwise tampered with at the time of delivery, the customer must refuse to accept the parcel from the courier/delivery personnel.
The customer should request that the delivery personnel note the refusal and update the delivery status to “Refused – Package Damaged/Tampered.”
Mandatory Continuous Unboxing Video (If Parcel is Accepted)
If the customer still chooses to accept the parcel despite visible damage, they must record a clear, continuous, and unedited unboxing video starting before accepting the parcel or picking it up from the doorstep.
The video must capture a 360° view of the parcel, showing all sides, including the shipping label, and highlight any damage or tampering.
Without stopping the recording, the customer must proceed to open the parcel and reveal the product, ensuring that any damage is clearly visible.
Verification and Investigation
dhinglimatching’s Quality Control and Courier Investigation Teams will review the submitted video to verify the claim.
If the video is valid and the claim genuine, an exchange or replacement will be provided. Refunds will be issued only if a replacement is unavailable.
Rejection of Claims Without Proof
Claims without a complete, continuous unboxing video will be automatically rejected, regardless of verbal or written complaints.
Edited, unclear, or incomplete videos will not be accepted as proof.
Customer Responsibility
Failure to follow these procedures will result in dhinglimatching being relieved of any liability for transit damage or packaging tampering, as per the Indian Consumer Protection Act.
No continuous unboxing video → No claim will be entertained.
If the parcel looks tampered with → Do not accept delivery.
Clause 31 – Replica Product Variations & Customer Claims
Definition of Replica Products
Replica products are inspired or look-alike versions of designer originals and are not identical reproductions.
They may differ in fabric type, embroidery work, weaving style, color shade, embellishment, or finishing compared to the original designer product.
Disclaimer Before Purchase
All replica products sold by dhinglimatching clearly mention in their description, title, or caption that they are replicas, along with a visible disclaimer regarding possible variations.
By placing an order, the customer confirms that they have read, understood, and agreed to these disclaimers.
Expected Variations – Not Eligible for Return/Refund
The following differences are considered normal in replica products and are not valid grounds for return, replacement, or refund:
Slight or moderate color variation due to lighting, photography, or different device displays.
Difference in fabric quality or texture.
Variation in workmanship, embroidery, sequins, or embellishment patterns.
Slight difference in pattern placement or design proportion.
Customer Claims & Proof Requirement
Claims of “product is different from original design” will be rejected if the disclaimer was mentioned at the time of purchase.
Any claim of defect must be supported with a continuous, unedited unboxing video as per Clause 8 and Clause 30.
Legal Protection
This policy complies with the Indian Consumer Protection Act, which allows sellers to set conditions for sale when such conditions are disclosed to the buyer in advance.
In short, A replica will never be 100% identical to the original, and buying it means accepting these variations.
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