At Roohsha, we do not offer returns or exchanges for reasons such as change of mind or dislike of the product or Customized Printed Hoodies/Tshirts. However, we do allow exchanges only in the case of:

• Damaged or tampered products
• Wrong item received

1. IMPORTANT: Unboxing Video Requirement

• No complaints will be entertained without a proper unboxing video.
• Every package includes a reminder sticker about recording an unboxing video.
• The video must be unedited, continuous, and taken from the moment the package is opened.

2. How to Report an Issue

If you receive a damaged/wrong article, please contact us within 24 hours of delivery with the following:

• Order ID
• Email ID
• Full Name
• Instagram ID
• Unboxing Video

Send this information to our Customer Care:
Hello@roohsha.in

3. Exchange Process

• Our team will respond within 48 working hours.
• We will verify the unboxing video and details. If the video is found to be:
• Incomplete / edited / re-packed
• Not showing the full unboxing
• Or not valid
  Then the request will not be entertained.

1. If everything is valid and approved, you will receive:

• A PDF shipping label
• Instructions to pack the product safely, just as it was received.
• After labeling the package, our delivery partner will collect the return within 24 hours.

The replacement article will only be dispatched after we receive and verify the returned item.

Note: The product must be:

• In original, unused condition
• With intact packaging and tags

4. Exchange Due to Size Issue

We understand that size issues can happen, especially with rings and bangles. Although we provide detailed size guides, we offer size exchanges under these terms:

• Customers must self-ship the product to our store.
• Please ensure the product is packed securely.
• Include a note with your:
• Order ID
• Instagram ID
• WhatsApp Number

Ship to:
Flat 1303, Tower B2, Golf City Plot 11, Noida, Sector 75, 201301

After we receive your parcel:

• We will contact you regarding shipping charges to dispatch the correct size.

5. Refunds

• We do not issue cash refunds.
• In special cases (as approved), refunds will be issued as a coupon code with:
• 1-year validity
• Can be used for any future purchase on our website

1. How long will the order take to deliver?

• Orders are usually shipped within 24–48 working hours after confirmation.
• Orders placed on Sundays or public holidays are shipped the next working day.
• Orders are dispatched Monday to Saturday.
• Once dispatched, delivery takes approximately 2–7 working days, depending on your location.

Note:
If any product from your order is unavailable or delayed, our team will reach out to you within 1–2 working days via call to inform you.

2. What about Personalized Orders?

For Made-to-Order or Personalized Products, delivery may take 15–20 days from the date of order. Each product's description will mention the estimated making time if applicable.

3. How can I track my order?

Once your order is processed and dispatched, you'll receive an email and SMS with your tracking details and courier partner information.

4. What time of day will my order be delivered?

Once your order is Out for Delivery, our logistics partner will call you to confirm delivery timing.
Please keep your phone handy for the OTP verification required at the time of delivery.

5. What is the shipping cost?

• Flat shipping rate of ₹99

6. Who are your logistics partners?

Bluedart, Delhivery, and for rural areas, Xpressbees.

7. Can I cancel my order?

Unfortunately, orders cannot be cancelled once placed. Please review your cart carefully before proceeding to payment.

8. Do you offer Cash on Delivery (COD)?

Yes, we offer Partial COD across India:

• Pay ₹250 in advance
• Pay the remaining balance at the time of delivery

9. Can I return or exchange my order?

We do not offer returns or exchanges, except under the following conditions:

• Wrong item received
• Damaged or tampered product upon delivery

Exchange only, and must be reported within 24 hours of delivery with an unboxing video as proof.

10. Can I get a refund?

We do not offer direct refunds.
In eligible cases, refunds will be issued as store credit in the form of a coupon code.

11. I forgot to record an unboxing video. Can I still raise an issue?

We’re sorry, but no complaint will be entertained without a proper unboxing video.

For damage claims:

• Reach out within 24 hours of delivery
• Product must be in unused condition with original packaging and tags
• Shipping charges (for exchange/repair) are to be borne by the customer

12. I'm not getting replies on Instagram/WhatsApp. What should I do?

Our customer care team is available from 10:00 AM to 8:00 PM, Monday to Saturday.
Please allow up to 24 working hours for a response. We appreciate your patience!