Return And Refund Policy
RETURN & EXCHANGE POLICY
This Return & Exchange Policy (“Policy”) sets out the terms and conditions applicable to exchanges, Store Credit, coupon codes, and product-related concerns for purchases made through IWE Studios Private Limited (“IWE”, “we”, “us”, or “our”).
IWE is committed to providing a clear and consistent post-purchase experience. This Policy explains the circumstances under which a product may be exchanged and the available alternatives where a customer does not wish to proceed with an exchange.
IWE does not accept returns and does not offer refunds. All eligible post-purchase resolutions are provided through an exchange, Store Credit, or a custom coupon code, subject to the terms of this Policy.
1. DEFINITIONS
For the purpose of this Policy:
“Customer” means any individual who has purchased a product from IWE through our official website or any authorised sales channel.
“Exchange” means the process through which an eligible product is sent back to IWE and, after successful verification and quality inspection, is exchanged for another size of the same product or a different IWE product, subject to availability and the terms of this Policy.
“Store Credit” means credit issued by IWE equivalent to an applicable product value or price difference, which may be used towards a future purchase on IWE.
“Custom Coupon” means a coupon code issued by IWE for an applicable product value, which may be redeemed against a future purchase on IWE, subject to the terms communicated with the coupon.
“Eligible Product” means a product that satisfies all exchange conditions specified under this Policy, including being unused, unworn, unwashed, undamaged, and returned with its original tags and packaging intact.
2. EXCHANGE POLICY
IWE offers exchanges only and does not accept standalone return requests.
Exchange requests must be raised within 48 hours from the date of delivery.
To initiate an exchange, customers must go to “My Account” → “My Orders” and select the “Return” option to raise an exchange request.
The “Return” option is used solely to initiate an exchange request through our order management system and does not constitute a return or refund facility.
3. EXCHANGE OPTIONS
Customers may exchange their purchased product for:
a. Another size of the same product, subject to availability; or
b. A different product from IWE, subject to availability.
Only one exchange is permitted per product/order.
An exchange fee of INR 200/- will apply to every approved exchange.
4. PRICE DIFFERENCE ON EXCHANGE
Where the replacement product has a higher value than the original product, the customer will be required to pay the applicable price difference before the exchange is processed.
Where the replacement product has a lower value than the original product, the difference will be issued as Store Credit.
The Store Credit may be used towards a future purchase on IWE and cannot be redeemed for cash.
5. ELIGIBILITY FOR EXCHANGE
A product shall be eligible for exchange only if all applicable conditions are satisfied.
The product must:
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Be unused and unworn.
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Be unwashed and unaltered.
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Be free from stains, damage, perfume, or any signs of use.
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Have all original tags and labels intact.
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Be returned in its original packaging.
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Be in a condition suitable for resale.
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Be returned within the applicable exchange timeline.
All products received for exchange are subject to a quality inspection by IWE.
IWE reserves the right to approve or reject an exchange request based on the condition of the product and compliance with this Policy.
6. NON-ELIGIBILITY FOR EXCHANGE
An exchange request may be rejected if:
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The product has been worn, used, washed, or altered.
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The product has stains, damage, tears, or any visible signs of use.
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Original tags, labels, packaging, or other required components are missing.
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The product has been damaged due to improper handling.
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The exchange request is raised after 48 hours of delivery.
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More than one exchange has already been requested for the same product/order.
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The product does not pass IWE's quality inspection.
Any product received that does not satisfy the exchange conditions may be rejected.
7. QUALITY CHECK & APPROVAL
In accordance with our quality and hygiene standards, every product received for exchange will undergo an internal quality check.
The exchange will be approved only after the returned product has been inspected and confirmed to meet the requirements of this Policy.
If the product fails the quality check, IWE reserves the right to reject the exchange request.
8. IF YOU DO NOT WISH TO EXCHANGE
If you do not wish to exchange your product, IWE does not provide a cash refund or refund to the original payment method.
Instead, you may choose to receive Store Credit equivalent to the value of the product.
Where applicable, IWE may alternatively provide a custom coupon code equivalent to the value of the product.
Store Credit or a custom coupon may be used towards a future purchase on IWE and cannot be redeemed for cash.
9. MANUFACTURING DEFECTS
If you receive a product with a genuine manufacturing defect, please contact IWE within 48 hours of delivery.
For manufacturing-defect claims, an unboxing video is mandatory. The video must clearly show the package being opened, along with the invoice and the defect.
Our team will review the claim and, following verification, provide the appropriate resolution.
10. WRONG OR DAMAGED PRODUCTS
If an incorrect or damaged product is delivered, the customer must contact IWE within 48 hours of delivery.
The customer may be required to provide photographs, an unboxing video, the invoice, and other relevant information necessary to verify the concern.
Following verification, IWE will provide the appropriate resolution.
11. EXCHANGE PROCESS
The exchange process is as follows:
Step 1 — Raise an Exchange Request
The customer must initiate the exchange within 48 hours of delivery through “My Account” → “My Orders” → “Return”.
Step 2 — Request Review
IWE will review the request and verify the order details and eligibility.
Step 3 — Send the Product Back
Once the request is approved, the product must be sent back to IWE in accordance with the instructions provided by our team.
Step 4 — Quality Inspection
The returned product will undergo a quality check to ensure that it satisfies the conditions specified in this Policy.
Step 5 — Exchange / Store Credit
Once the product passes inspection and the applicable INR 200/- exchange fee and any price difference have been settled, the approved exchange will be processed.
Where the customer chooses Store Credit instead of an exchange, the applicable Store Credit will be issued in accordance with this Policy.
12. REFUNDS
IWE does not offer refunds.
No refund will be provided through cash, bank transfer, UPI, card reversal, or the original payment method.
For eligible post-purchase requests, the available resolutions are exchange, Store Credit, or a custom coupon code, as applicable under this Policy.
13. CUSTOMER RESPONSIBILITIES
Customers are responsible for ensuring that products sent back for exchange are:
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Properly packed to prevent damage during transit.
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In unused, unworn, and unwashed condition.
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Accompanied by all original tags and packaging.
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Returned within the prescribed exchange timeline.