Returns & exchanges

Last updated: 5 November 2026

HEERKA offers exchanges as its standard resolution and does not offer routine cash or money refunds for change of mind or size preference. Please contact us within 3 days of delivery to request an exchange. The limited 40% refund exception below and any refund required by applicable law are exceptions to this rule.

1. Exchange eligibility

For a size exchange, the item must be unused, unwashed and unaltered, with original tags and packaging. A brief indoor try-on is permitted, provided the item is kept clean and undamaged. Exchanges depend on replacement availability. If your requested size or item is unavailable, we will discuss available exchange options with you before you return it; statutory remedies remain available where applicable.

2. Damaged, defective or incorrect deliveries

If the item arrives damaged or defective, or we send a different item from your order, report the issue within 3 days where reasonably possible. HEERKA will review the evidence and arrange an appropriate resolution. For an approved exchange caused by a damaged, defective or incorrect delivery, HEERKA pays the return and replacement shipping charges. Damage present on arrival is not treated as customer-caused damage. Nothing in this policy excludes a refund or other remedy required under applicable consumer law.

3. Return first; replacement after inspection

Contact us and obtain return instructions before sending an item. We will share the return address privately. Pack it securely and keep the courier receipt and tracking details. We dispatch a replacement only after we receive the returned item and inspect its identity and condition. An exchange request or return shipment alone does not confirm approval or replacement dispatch. We will communicate the inspection result, availability and expected dispatch timing; inspection will not be used to unreasonably delay a legally required remedy.

4. Customer-damaged, altered or substituted returns: limited 40% refund

If documented inspection establishes that the returned item was damaged or altered after delivery by the customer, or that a different item was sent back instead of the item HEERKA supplied, it is not eligible for an exchange under our voluntary policy. In those cases, HEERKA offers a 40% refund of the amount actually paid for the affected item, with no replacement, to the extent permitted by law. The remaining 60% is not refunded under this exception. The calculation uses the item price after discounts, including tax charged on that item; separately charged delivery fees are excluded unless the law requires otherwise. For example, if you paid Rs. 1,000 for the item, this limited refund is Rs. 400.

We will share the inspection findings and supporting photos or records and allow you to explain or dispute them before applying this exception. It does not apply merely because you reported damage, where damage or an incorrect item was present on arrival, where HEERKA or its appointed courier caused the issue, or where you are legally entitled to a larger or full refund. We will confirm the refund amount, payment method and expected processing time in writing and process any accepted refund within a reasonable period and applicable legal requirements.

5. Shipping charges

For a size or preference exchange, the customer pays the return and replacement shipping charges. Ask us for the exact charges before returning the item. HEERKA pays both shipping charges for approved exchanges arising from damaged, defective or incorrect deliveries. We will explain any other applicable charge before you agree to it.

6. Evidence and how to contact us

Please keep the packaging and, where possible, record a clear continuous parcel-opening video starting with the sealed package. Send your order number, product name, concern and available photos or video to WhatsApp +91 74040 09577 or heerkafashion@gmail.com. A missing opening video does not by itself remove your statutory rights; we will consider other reasonable evidence. The 3-day reporting period applies to our voluntary exchange process and does not shorten any statutory claim period.

7. Acknowledgement when ordering

Please read this policy before ordering. By clicking Buy Now or completing an order, you acknowledge this Return & Exchange Policy and agree to its applicable terms. Clicking Buy Now alone does not complete a purchase. This acknowledgement does not waive your statutory consumer rights or make an unfair or unlawful term enforceable. The policy shown when you placed your order applies to that order, subject always to applicable law.

8. Your consumer rights

This policy operates subject to the Consumer Protection Act, 2019 and applicable Consumer Protection (E-Commerce) Rules. Where the law requires a return, refund or other remedy for defective, deficient, incorrect or misdescribed goods, those rights prevail over our standard exchange-only process and the 40% exception. You may contact us to question an inspection decision or request a legally available remedy.