Refund and Exchange Policy

This Refund & Exchange Policy (“Policy”) will be effective from 6^th July (“Effective Date”).

 This Refund & Exchange Policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Cravings, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise. 

Cravings is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of refund and exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.

 

WHEREAS 

A.      M/s Seraphic Lifestyle Private Limited (“Cravings” or “the Company” or “the Brand”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds; 

B.      In alignment with industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing exchange requests and non-cash refund claims in the form of promotional codes or credit notes; 

C.      This Policy applies to all customers purchasing products from the Cravings Website (cravingslifestyle.com), or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product exchanges, credit note issuance, reverse shipping procedures, and grievance escalation. 

NOW THEREFORE, Cravings hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce and customer trust.

 

1.       DEFINITIONS AND INTERPRETATION 

1.1.     Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below: 

a)       “Customer” Shall mean any individual or entity that has purchased or placed an order for products offered by Cravings through its official website, or any other authorized sales channel. 

b)       “Exchange” Shall mean the process through which a customer returns a product in accordance with the terms of this Policy and receives either a replacement of the same product in a different size or a credit note/promo code of equivalent value, subject to inspection and eligibility. 

c)       “Credit Note” or “Promo Code” Shall mean a unique, non-transferable, one-time-use alphanumeric code issued by the Company in lieu of a monetary refund, which can be redeemed against future purchases from Cravings for the same value as the returned product. 

d)       “Return Request” Shall mean a formal request initiated by the customer within the prescribed timeline to exchange an eligible product, subject to compliance with the conditions of this Policy. 

e)       “Reverse Shipping” Shall mean the process of sending the product back to Cravings by the Customer 

f)        “Eligible Product” Shall mean a product that qualifies for exchange under this Policy, provided it is unused, unwashed, undamaged, and returned with original packaging and all tags intact. 

g)       “Non-Returnable Product” Shall mean products expressly excluded from return or exchange due to hygiene, safety, customization, or other commercial considerations, as notified by the Company. 

h)       “Grievance Redressal Officer” or “GRO” Shall mean the designated officer appointed by the Company for addressing and resolving consumer complaints. 

i)         “Products” or “Product” shall mean any apparel or other merchandise offered for sale by the Company on its official website or platform. 

1.2.     Interpretation 

a)       In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them. 

b)       Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy. 

c)       References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy. 

d)       Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings

 e)       Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires. 

f)        The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be. 

g)       All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or any other designated authority from time to time. 

 

2.       PURPOSE 

a)       The purpose of this Refund & Exchange Policy is to establish a transparent and fair framework for addressing post-sale consumer concerns related to product exchanges and refunds. This Policy is designed to ensure that customers of Cravings (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for exchange. 

b)       This Policy also reinforces Cravings’ commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds and shipping responsibilities. The Company follows a non-cash refund model, wherein eligible returns result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned product, rather than a direct monetary refund. Additionally, this Policy outlines the role of the customer in facilitating the return process and prescribes the timeline, condition, and procedural requirements for initiating a valid exchange. Through this Policy, Cravings seeks to maintain a consistent and principled approach to after-sale engagement with its customers. 

c)       In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.

 

3.       PROCESSING TIMELINE 

a)       All customer orders are processed within 24 to 48 hours.

b)        working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays. 

c)       Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or return/exchange timelines under this Policy. 

d)       Late delivery notice: If Cravings anticipates a delay in processing an order beyond the standard 24 to 48 working hours, the customer shall be notified of such delay well in time. This clause applies only to delays in order processing prior to dispatch and does not cover delays arising after the order has been handed over to third-party logistics providers. 

 

4.       SCOPE OF THE ELIGIBILITY FOR EXHCHANGE 

a)       The Customers may request an exchange for eligible products purchased from Cravings, subject to the terms and conditions outlined herein. Custom sized jackets will not be eligible for returns & exchanges. One alteration will be free of charge, subsequent alterations will be chargeable. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and accept or reject exchange requests at its sole discretion based on the condition of the returned goods and compliance with the prescribed timeline and return procedure. 

b)       A product shall be eligible for exchange only if all of the following conditions are satisfied:

 

CRITERION	REQUIREMENT
Condition of Product	The product must be unused, unworn, unwashed, undamaged, and returned in its original packaging with all original tags, labels, seals, and accessories intact.
Purpose of Exchange	Exchanges will be accepted only for size-related concerns within the same product or defective products that are barred in clause 5. No other requests (such as style preference, color choice, or change of mind) shall be entertained.
Timeframe for Exchange Request	The customer must initiate the exchange request within 7 days from the time of delivery of the product, by writing to the designated email ID or through the platform’s exchange request portal (if available).
Proof of Delivery & Packaging	The customer may be requested to share an unboxing video or photographs for validation in case of product damage or defect.
Non-Returnable	Conditions falling under the clause 5 below.
Reverse Shipping Responsibility	The company will arrange reverse shipping once the company approves the exchange/refund request. The customer must cooperate in handing over the product with in its original packaging with all original tags, labels, seals, invoice and accessories intact.
Original Invoice	A copy of the original invoice or order confirmation must be included in the return parcel.

 

c)       Any product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without any issuance of a credit note or replacement. The Company as a gesture of goodwill will in its best capacity try and facilitate coordination with the delivery aggregator in case of any products lost or damaged during the return transit initiated by the customer but the company will not be liable for any products lost or damaged during the return transit initiated by the customer.

 

5.       NON ELIGIBLITY FOR EXCHANGE

 

a)       Cravings is committed to maintaining high standards of quality and customer satisfaction in all product purchases. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for exchange. Customers are advised to review the following exclusions carefully before placing or initiating any exchange request. 

b)       An exchange shall not be permitted under the following conditions: 

(i)                   Used, worn, or washed products: products that show any visible signs of wear, use, washing, ironing, fragrance application, or tampering; will be automatically disqualified from exchange.

(ii)                 Missing original tags or packaging: products returned without the original tags, size labels, main labels, washcare, packaging, or invoice shall be considered non-exchangeable.

(iii)                Exchange request initiated after the timeline: If an exchange request is not raised within 36 hours of delivery, the request will be rendered invalid.

(iv)               Damage caused by the customer: products damaged due to improper handling, cutting, tearing, staining, or exposure to water or chemicals will not be accepted for exchange.

(v)                 Multiple exchange requests for the same order: Only one exchange is allowed per order. Multiple or repeated requests for the same product/order ID will not be processed.

(vi)               Clearance, discounted, or promotional sale items: Products marked as “Final Sale,” “Non-Returnable,” or part of a clearance/ discounted/ promotional offer at the time of purchase shall not qualify for exchange.

 

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE SHALL BE RETURNED TO THE CUSTOMER AT HIS/ HER COST, AND NO CREDIT NOTE OR PROMO CODE WILL BE ISSUED IN SUCH CASES.

 

c)         Wrong Item Delivered: 

(i)                   If an incorrect item is delivered, whether in terms or color, size, design or type - which does not match with the order placed, customers must email us within 7 days of delivery with photos of the product, packaging, and invoice. 

(ii)                 After verification, as detailed in clause 6(a) below, Cravings will arrange return shipping and send the correct item or issue a credit note at no extra cost. 

d)       Inventory Unavailability: In cases where an approved exchange product becomes unavailable due to inventory issues, Cravings shall notify the customer and issue a credit note within 7 to 10 business days, as per this Policy. Customers may also choose an alternate product of the same or higher value via a credit note or promo code, given by the Company, as detailed in Clause 7 below. The Company shall not be liable for any loss caused to the customer due to such unavailability.

 

6.       PROCESS OF EXCHANGE, STEP BY STEP 

a)         Cravings provides a seamless and customer-friendly exchange mechanism for eligible product purchases, subject to the terms of this Policy. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:

 

STEP	ACTION	DESCRIPTION
Step 1	Initiate Exchange Request	Within 7 days of delivery, the customer must email ordersupport@giveintothecravings.com with the subject line: “Exchange Request – [Order ID]”. The email should include:  a.           Clear reason for exchange (e.g., size mismatch, defective product); b.           Photographs of the product with all original tags and packaging intact; c.           Copy of the order invoice or confirmation email; d.           Any additional evidence, such as an unboxing video, if requested by the Company
Step 2	Review & Approval	Upon receipt, Cravings will review the exchange request within 3 business days and notify the customer whether the request has been approved or rejected, based on eligibility under this Policy.
Step 3	Return Shipping	Once approved, the customer must facilitate and cooperate in the reverse shipping process and hand over the package to the assigned courier. The return package must include: the product in unused condition, all original tags and packaging, and the original invoice.  Furthermore, returned products must be:  a.       Unused, unwashed, and in original, saleable condition b.       Accompanied by original packaging, all tags, and original invoice c.        Securely packed to prevent any damage in transit
Step 4	Audit, Inspection & Verification	Upon receipt of the returned product, Cravings will inspect the product for compliance with exchange conditions. This process may take up to 3 business days from the date of receipt at our warehouse.
Step 5	Issuance of promo code (credit note)	If the returned product passes the inspection, Cravings will issue a unique, non-transferable promo code (credit note) of the same value as the original product, valid for 30 days from the date of issuance and for one time use only. This will be sent via email to the registered ID.
Step 6	Exchange Timeline	All approved exchange requests will be processed and completed within 7 to 10 working days from the date of receiving the returned product.

 

b)         Additional Provisions: 

(i)                   Exchange shall be permitted only once per order.

(ii)                 Exchange requests raised through any mode other than email or outside the stipulated timeframes shall be considered invalid.

(iii)                The Company shall not be responsible for any loss or damage to the product during return transit arranged by the customer.

 

 

7.       CREDIT NOTE/ PROMO CODE POLICY 

a)       Cravings does not provide refunds in the form of cash, bank transfers, or original mode of payment. Instead, for all approved and successfully processed exchange requests, the Company issues a non-cash refund in the form of a credit note, also referred to as a promo code, subject to the conditions and limitations outlined herein. 

b)       Issuance of Credit Note: Upon successful inspection and approval of the returned product as per Clause 6 above (Exchange Process), the Company shall issue a unique, non-transferable promo code to the customer. This code will represent the equivalent monetary value of the product being exchanged, excluding shipping charges, and shall be delivered via email to the customer’s registered email address. 

c)       The promo code shall be: 

(i)                   Linked to the original order ID and customer account;

(ii)                 Issued only after the product has passed the internal quality inspection process;

(iii)                Restricted to a single use and cannot be split or combined with other codes or promotions;

(iv)               Applicable only on future purchases made via the Cravings website.

 

d)       Cravings shall endeavor to issue the credit note within a maximum of three (3) business days from the completion of the inspection and approval of the returned product. 

e)       Validity and Conditions of Use: The credit note shall remain valid for a period of thirty (30) calendar days from the date of issuance and for one time use only. Customers must utilize the entire value of the promo code within this validity period, after which the code shall automatically expire and cannot be renewed, reissued, or extended under any circumstances. Additional terms of use include: 

(i)                   The promo code must be applied at checkout at the time of a new purchase.

(ii)                 No residual value shall be carried forward in cases where the total order value is less than the promo code value.

(iii)                If the new order exceeds the promo code value, the customer must pay the difference at checkout using the available payment methods.

(iv)               The promo code cannot be redeemed for cash, transferred to another customer, or applied retrospectively to prior purchases. 

f)        The Company shall not be held liable for any expired, lost, deleted, or unused promo codes. Customers are responsible for maintaining access to their registered email and ensuring timely use of the issued code. 

g)       In the event of any grievance or technical error where a promo code has not been issued after an approved exchange, the customer may raise the concern through the Grievance Redressal Mechanism outlined under Clause 10. Cravings shall investigate and resolve the issue promptly.

 

 

8.       OBLIGATIONS OF THE CUSTOMER

a)       In order to initiate and complete a valid exchange request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations ensure that the Company can process returns and exchanges efficiently while protecting against misuse, hygiene concerns, and logistical inconsistencies. 

b)       The Customer shall ensure that any product being returned to Cravings for the purpose of exchange is: 

(i)                   In unused, unwashed, and unworn condition;

(ii)                 Free from stains, perfume, damage, or any sign of wear;

(iii)                Accompanied by all original tags, labels, size stickers, packaging and invoice; and

(iv)               Returned in secure, tamper-proof packaging to avoid any damage during transit. 

c)       Cravings reserves the right to reject any exchange request if the returned product fails to meet the above conditions, and such product shall be returned to the Customer at their own cost, without issuance of a credit note. 

d)       Reverse Shipping Responsibility: After the exchange/return request is approved by Cravings., The Customer shall cooperate in handing over the package to the assigned courier timely. The customer will bear the shipping charges in case of size exchange request.
The Company shall not be responsible for products lost, delayed, or damaged during return transit. 

e)       To substantiate claims of product damage or manufacturing defects, Cravings may request the Customer to provide an unboxing video clearly showing the package being opened from a sealed state, with the product, invoice, and tags visibly identifiable. While this requirement is not mandatory for all exchange requests, it may be enforced at the discretion of the Company in specific cases to validate authenticity of damage-related claims. Failure to provide the video upon request may lead to rejection of such claims. 

f)        The Customer acknowledges and agrees that original shipping charges paid by the Company at the time of purchase are non-refundable. These charges are incurred towards third-party logistics services and are not eligible for credit note issuance or reimbursement, regardless of the reason for exchange. Thus, the credit note value shall be net of the original shipping charges. 

g)       In addition, any incidental charges incurred by the Customer during the return process shall not be compensated or refunded/ reimbursed by the Company.

 

9.       REFUND AND EXCHANGE LIMITATIONS 

a)       Cravings adopts a transparent, credit-based exchange model in which refunds are not issued in cash, bank transfer or to the original mode of payment. The Company’s operational framework, logistics cost structure, and customer policies are designed around efficiency, clarity, and legal compliance. This Clause sets forth the limitations applicable to all refund and exchange transactions initiated under this Policy. 

b)       Cravings follows a strict non-cash refund policy. Under no circumstances shall the Company provide refunds in the form of cash, bank transfer, digital wallet credit, card reversal, UPI refund, or through the original mode of payment. All approved return transactions shall only result in the issuance of a non-transferable promo code (credit note) equivalent to the value (net of shipping charges) of the returned product, subject to the terms set out in Clause 7 of this Policy. 

c)       The Customer acknowledges and agrees that all shipping charges paid at the time of the original order are non-refundable, irrespective of whether the exchange was requested due to size, dissatisfaction, or defect. Shipping fees represent the cost of third-party logistics services and shall not be included in the value of any promo code issued as a result of an exchange. Thus, the credit note value shall be net of the original shipping charges. 

d)       Cravings expressly reserves the right to deny or reject any exchange request if the returned product: 

(i)                   Fails to meet the eligibility criteria laid out under Clause 4 (Eligibility for Exchange) or violates Clause 5 (Non-Eligibility);

(ii)                 Is found to be used, washed, stained, worn, perfumed or damaged;

(iii)                Is returned without original tags, packaging, or invoice; or

(iv)               Is received after the prescribed timelines for initiating and dispatching returns. 

In such cases, no promo code shall be issued, and the product shall be returned to the customer at their own cost and risk. 

e)       Upon receipt of the returned product, the Company shall endeavor to complete a quality inspection within three (3) business days. If the product passes inspection, the promo code shall be issued within two (2) additional business days thereafter.

  

10.    PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

a)   Cravings is committed to addressing customer concerns in a timely, transparent, and effective manner. The Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.

b)   The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances.

Email: customer@giveintothecravings.com

Address: Seraphic Lifestyle Private Limited, No. 118, Sector-74, block 2/R2, M3M cornerwalk, Gurugram, Haryana, 122004

Contact Number: +91 92115 71676

Grievances will be acknowledged within 48 hours and resolved within 15 working days.  

c)       Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at: 

Email: customer@giveintothecravings.com

Address: Seraphic Lifestyle Private Limited, Shop No. 118, Sector-74, block 2/R2, M3M cornerwalk, Gurugram, Haryana, 122004

Contact Number: +91 92115 71676

Grievances will be acknowledged within 48 hours and resolved within 15 working days.

  

d)       The written grievance must include: 

i.                     Full name of the customer

ii.                    Order ID and product details

iii.                  Nature of the complaint or issue faced

iv.                  Copies of relevant communication, if any

v.                   Contact information for further communication 

e)       The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt. 

f)        If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution. 

g)       In the event the customer is not satisfied with the resolution provided by the Grievance Officer, the complaint may be escalated to the senior management of the Company at ordersupport@giveintothecravings.com. 

 

11.    GOVERNING LAW & JURISDICTION 

a)       This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles. 

b)       The courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the exchange process, or any transactions between the customer and Cravings. 

 

12.    AMENDMENT TO THE POLICY 

a)       The Cravings reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of Cravings and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes. 

b)       Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms by the customer.

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Now Therefore, This Refund & Exchange Policy is effective as of 6^th July, 2025 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the Cravings website or mobile application, the customer acknowledges that he/ she has read, understood, and agreed to abide by the terms of this Policy in its entirety.