Return & Refund Policy
Governing Framework: Consumer Protection (E-Commerce) Rules 2020 (Section 4(2))
Operating Entity: Opengradient E-Commerce Private Limited
CIN: U47912TN2026PTC194089 | GSTIN: 33AAFCO2190K1ZE
Opengradient provides a transparent, customer-friendly return and refund policy compliant with the Consumer Protection (E-Commerce) Rules, 2020. We want every customer to be completely satisfied with their purchase.
1. Return Window
- Standard Window: 30 Calendar Days from the date of confirmed package delivery.
- Verification: Delivery timestamp verified via courier carrier tracking logs.
- Defect Reporting: Quality issues or transit damage must be reported within 72 hours of delivery.
2. Mandatory Return Conditions
To qualify for a full refund or exchange, items returned must meet the following criteria:
- Product is in original, unused, unworn, and unwashed condition.
- All original brand tags, labels, and security seals remain attached and intact.
- Packed in original packaging along with any accessories, blouse pieces, or care instructions included at the time of purchase.
- Free of perfume, stains, alterations, or damage caused after delivery.
- For sarees: original folding must be intact and the blouse piece (if included) must be uncut and unstitched.
3. Non-Returnable & Final Sale Categories
| Category | Eligibility | Reason |
|---|---|---|
| Worn / Washed Garments | Non-Returnable | Hygiene regulations; cannot be resold once worn or washed. |
| Stitched Blouse Pieces | Non-Returnable | Customised to the customer’s measurements; cannot be resold. |
| Unstitched Fabric Yardage (if cut) | Non-Returnable | Cannot be resold once cut or handled. |
| Deep Clearance Sales (>50% Off) | Final Sale | Clearance listings clearly marked at purchase. |
| Digital Gift Cards | Non-Returnable | Non-refundable once issued. |
| Custom Embroidery / Tailored Orders | Non-Returnable | Made to order; cannot be resold. |
Exception: Manufacturing defect or incorrect item dispatch applies to all categories above.
4. Return Workflow & Reverse Pickup
- Initiate Request: Log into account → My Orders → Select Order → Click Request Return (or email support@opengradient.store).
- Approval & Pickup: Return approved within 24 hours. Free doorstep reverse pickup scheduled within 48 hours via Delhivery/Bluedart across ~18,000 PIN codes.
- Quality Check (QC): Item inspected at Chennai fulfilment centre within 2 to 3 business days of arrival.
- Self-Shipment Reimbursement: For PIN codes outside reverse pickup coverage, customers self-ship parcel and receive courier reimbursement up to ₹150 upon submission of shipping receipt.
5. Refund Method & Processing Timelines
Once return QC is passed, refunds are processed immediately as per the original payment method:
| Original Payment Method | Refund Crediting Time | Refund Details |
|---|---|---|
| UPI / Wallet | 2 – 5 Business Days | Credited to source UPI ID / wallet |
| Credit / Debit Card | 5 – 7 Business Days | Bank posting cycle applies |
| Net Banking | 5 – 7 Business Days | Credited to source bank account |
| Cash on Delivery (COD) | 7 – 10 Business Days | Direct NEFT bank transfer upon receiving bank details |
| Store Credit | Instant (1 Business Day) | Applied to user Opengradient wallet balance |
6. Size Exchange Policy
- One-time free size exchange offered for stitched garments, suits, and outerwear within the 30-day window.
- Reverse pickup of original item and forward shipping of new size are 100% free of charge.
- If requested size is out of stock, a full refund is issued automatically.
- Sarees are not eligible for size exchange as they are standard-length garments.
7. Colour & Weave Variation Policy
Sarees and handloom garments are sourced from artisan weavers and may exhibit minor natural variations in colour tone, weave pattern, zari lustre, and border width compared to product photographs. Such variations are inherent to handcrafted textiles and are not considered defects. Returns on this basis alone are not accepted. However, if the product significantly departs from the description in a material way, we will accept the return under our standard policy.
8. Defective, Damaged, or Incorrect Items
If an incorrect or defective product is delivered:
- Contact support@opengradient.store within 72 hours with unboxing photos/video.
- Full 100% refund issued (including original shipping charges).
- ₹200 Store Credit Goodwill Gesture credited to account for the inconvenience caused.
9. Customer Grievances & Statutory Redressal
If your return or refund is delayed or unresolved:
- Grievance Contact: support@opengradient.store / +91 44 4892 0184
- National Consumer Helpline (NCH): 1800-11-4000 / consumerhelpline.gov.in