At soigné, we strive to make sure you have the best experience while selecting and buying your favorite Fashion Items. Despite our best efforts to keep our customers happy, there are times when you might feel the need to return your product for circumstances beyond your or our control.

We have listed everything below about our Cancellation and Refunds policy so that in case you do decide to cancel your order, or seek refunds, you do not face an iota of a problem.

Pre-Shipment Cancellations

Q: Can I cancel my order in case I change my mind after ordering?

A: Yes, you can choose to cancel all Non-Ready to Ship products, only if done within 24 hours of placing it. We will initiate refund of your money post deducting Payment Gateway Charged Of 3% and a confirmation of the same will be sent to you via e-mail. Please be apprised that Ready to Ship orders are not eligible for cancellations as they are dispatched within 24 hours of the receipt of order.

Q: Why a "24 Hour" deadline?

A: As soon as your order is confirmed, action is initiated at our end. The process of picking, packaging, customizing and logistics start, and the ordered product in most cases has already passed through a couple of phases. In case a product has to be readied, or customized, the process is already underway.

Q: And what if I cancel after 24 hours of ordering?

A: Well, we have a provision for that too but do remember - orders cancelled post 24 hours of confirmation are dealt with on a case-to-case basis by our Customer Care team depending on the degree of process completion. If the product is dispatched then we will levy 1 side courier charges + Rs 49/= COD Charges. If its a prepaid order then we will charge 1 side courier charges + 3.54% of order value and balance amount would be refunded                    after we get the product. 

Q: Could there be a delay at soigné because of "unforeseen circumstances"?

A: We try our best to assure that your ordered products are shipped out to you in 2-3 Business Days, but at times there are chances of delay in processing due to unavailability of stock, or other unavoidable circumstances. In such a situation, we will send you a formal communication requesting you to opt to receive a refund of your money or select another design available or you can stay with your order.

Q: Oops! I "missed" adding a critical detail while placing the order. Possibility of correcting it?

A: No worries. Such situations are often encountered when customers forget to:

1) Update their complete shipping details.

2) Update measurement attributes; or

3) Verify or give their consent if required on certain pending notifications within the requested time As a policy, we try and reach out to our esteemed customers via their registered e-mail address. In case of non-receipt of any response, we try and give them a call. If we do not get a response in 2 days we will levy  Rs 10/= + Rs 49/= COD Charges.

Q: What if i received a different product from what was ordered?

A: Instead of shipping a different product due to any reason, we will cancel the complete order. We request all our customers at make an unboxing video from starting till end showing clearly that the product delivered was different from what was ordered.  We will raise the issue with shipping partner with a concrete proof of items being changed in transit.   

Remember, we try and keep our customers posted at each and every stage of their order with us and it really helps to have your inputs at the right time.

Post shipment returns

Q: I received the order. But there's an issue. Can I return my ordered items?

A: Yes you can. We take stringent measures to deliver Fashion Delight to our customers in the best possible condition, but there's always a possibility that

1) Item(s) may get damaged during transit; or

2) There may be a manufacturing defect which didn't get noticed during packing; or

3) A wrong item is shipped out to you by mistake.

4) Some of the products might be NON-RETURNABLE and same would be clearly mentioned on Product Description or other location within product. 

Q: How soon should I get back to you?

A: Please reach out to us within 48 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defect, or any other issues.

Q: In what scenarios would you not accept any returns?

A: Kindly be informed that any product purchased from our ‘Sale’ Section will not be returned under the Returns Policy except if it's an error on behalf relating to a manufacturing defect or a wrong item has been shipped out to you by mistake. We do not accept any returns if the product is dispatched to us after 7 days of receiving the shipment, so please make sure you report the matter to us within 48hrs of receiving the product, and dispatch the product at the earliest once we accept the return request.

Q: What are the steps of returning any item ordered from soigné?

A: #1 - Informing soigné

In case you have any complaints regarding the product you have received, please ensure that you report it to us within 7days of receiving the product.

#2 - Confirmation email from soigné

You will receive an acknowledgement e-mail from us on confirming a Return Authorization, within 2 business days. Please do not handover the items before you receive a confirmation email from us. We will be unable to process any "Items Returned" without the Return Authorization Reference.

Please note: In case needed, we'd request you for a digital picture of the item for our internal review to be able to process your request.

#3 - Shipping Back the Items

When Shipping back the items:

1. 7 days return period would start from the day of delivery and includes saturday&sunday as well. As would be advised in our return authorization e-mail, Please pack the items in its original package and our shipping partner will pick the packed item after verifying it.

2. Please try and ensure that you retain all the packaging material along with the product. Do not remove tags, stickers, etc. Unless you are sure you want to keep the product. Presence of original tags is a must to process returns.

3. If in case our warehouse finds that the item returned is different from what was shipped then only 25% of the order value would be reimbursed/refunded.

#4 - Item Receipt and Inspection at soigné Warehouse

As a policy, our teams shall examine the products on return and identify the defects/variation as indicated by you. If in case we find that the product received back at our warehouse is different from what was shipped then only 25% of the order value would be refunded.

#5 - Proposed solutions post receipt of returned items

Post inspection of returned item(s), our Customer Care team will propose remedial solutions to you on a case to case basis:

a. Choosing an alternate product as a replacement of equal value

b. A Store Credit to be used later for shopping on soigné

c. A Refund as decided on a case to case basis

d. A Refund of order value(After Deducting COD charges/Payment Gateway Charges(3.54% of Order Value)) & a nominal Rs 5/= per way shipping charge whichever is applicable.

Q: What will be my options if there was an error by soigné?

A: We will duly acknowledge the issue and you would always be welcome to decide from proceeding with:

1. An Item Replacement

2. Issuance of a Store Credit

3. A Refund of order value(After Deducting COD charges/Payment Gateway Charges(3.54% of Order Value)) & a nominal Rs 5/= per way shipping charge whichever is applicable.

Q: What will be the value of Refund/Store Credit in case the product returned is same as delivered to me?

A: A Refund of order value(After Deducting COD charges/Payment Gateway Charges(3.54% of Order Value)) & a nominal Rs 5/= per way shipping charge whichever is applicable.                                                                                   In any case, the refunds will not exceed the actual amount paid by you.

Q: Do I have to pay the courier service for shipping the item back?

A: In most cases we will provide the return shipping label and our shipping partner will pick the item to return from the address where the initial order was delivered. In some case we might ask you to ship the item back to us,                     the extra shipping cost incurred during the return of the product will be refunded once we receive the product in actual condition.

#6 For COD orders Extra Charges May Or May not be Applied. It Is at sole discretion of the company.

#7 In case of Customer Return for COD orders the COD charges + a nominal Rs5/= per way shipping cost levied would be Borne By The Customer. If a PREPAID order is returned then for this order Payment Gateway charges @3%+GST of order value + a nominal Rs5/= per way shipping cost would be Borne By Customer.

More Details About Refunds

Q: I'm thinking about seeking a Refund. Are there any specific points to know?

A: The Refund will be initiated within max of 10(business) days after receiving the product if you choose this option, which will be credited back to you as per your bank/credit card guidelines.

Q: And how long will the refund process take?

A: Payments and Transfers are dependent on Banks and Local Laws. We've still attempted to estimate the time it might take to get your funds reimbursed below:

Q: Are there any reasons there could be a delay at the Bank/Credit Card companies end?

A: 1) For transactions made using Debit/Credit cards, the time taken for refunds depends solely on the service provider. It can take upto 7-10 Business Days For Payment to be credited back to source.

2) For customers transacting via Nationalized Banks, please expect a bit of delay in processing since they tend to have longer lead times. It can take upto 7-10 Business Days For Payment to be credited back to source.

3) In case you used a Coupon Code or a Store Credit to place your order, the refund will be made in the same form. No cash refunds can be made in such a case.

Q: What about charges levied by Banks, Credit Cards companies and Local Taxes?

A: Credit Card Fees:

Please note that Credit Card refunds involve an admin/credit card commission of 6% + GST of the final order value (3% while accepting and 3% while refunding). This cost will be deducted from the value of the refund.

An alternate solution is an soigné Store Credit, which nullifies the Credit Card Commission charge and therefore makes it possible for us to issue a Store Credit equivalent to the final accepted value of creditable funds.

Bank Transfers:

For orders placed using Bank Transfers, refunds would be issued as Store Credits or UPI transfer.

Local Taxes:

The GST / VAT / Custom Duty / Local Taxes / Import Duties are borne directly by the customer as per local laws, to be paid at the time of delivery as advised by the respective courier partner. We will not refund any such charges, if applicable during order delivery. We may or may not levy taxes on products in various categories. It is solely at Soigné discretion to levy or not levy taxes/courier and other various charges.

Feeling dazed? Don't fret, you can reach out to our Customer Care Representatives for a step-by-step clarity on all points above by:

By Mail, Chat or on our customer care contact number given below

Email: - support@soigne.co.in

In case you have any issues or concerns, please reach out to us via Live Chat or visit the soigne.co.in HelpDesk.

Contact: - +91 9267961513