Last updated: 8th January 2026

This Return, Exchange and Refund Policy (this "Policy") sets out the terms governing returns, exchanges and refunds for purchases made on the e-commerce platform operated by Aadai Private Limited, a company incorporated under the laws of India ("Aadai").

1.  Scope and Applicability

1.1  This Policy applies to purchases made through Aadai’s website and mobile application.

1.2  This Policy forms part of Aadai’s Terms and Conditions. Please review product pages for item-specific eligibility and return windows prior to purchase.

2.  Return Window and Eligibility

2.1  Standard Return Window: Most products sold on Aadai are eligible for return within 10 days from the date of delivery. The applicable window is displayed on the product page.

2.2  Condition of Returned Items: To be eligible, items must be unused, unworn, unwashed, unaltered, free of stains/damage, and returned in their original condition with intact brand/MRP tags, accessories, and original packaging.

2.3  Verification: Aadai may contact you and conduct verification checks (including inspection at pickup and at our return facility) to confirm damage or defect claims, and reserves the right to refuse returns where product condition requirements are not satisfied or items differ from those shipped.

2.4  Incorrect, Damaged or Defective Items: If you receive an item that is physically damaged, defective, missing parts, or different from its product description, please raise a return request within the applicable window. We may require photos or videos of the item/package and may arrange inspection/pickup prior to approving refund or replacement.

2.5  Buyer’s Remorse: Returns for change of mind or incorrect size/colour are permitted only where the product page specifies eligibility and within the applicable window, subject to condition requirements in Clause 2.2.

3.  Non-Returnable and Hygiene-Sensitive Items

3.1  For reasons of hygiene and safety, the following categories are typically non-returnable and non-exchangeable unless received damaged, defective or wrong: innerwear, swimwear, socks, face masks, pierced jewellery, beauty/cosmetics and beauty tools, hair accessories, altered/customised items, bundled/packaged sets opened or tampered, babywear, and any other items marked non-returnable on the product page.

3.2  Where a non-returnable item is delivered damaged/defective/wrong, Aadai will arrange inspection and provide a full refund or replacement as applicable.

4.  Exchanges (Size, Colour or Style)

4.1  Size/Colour Exchanges: If the product page indicates eligibility, you may request an exchange for a different size or colour within 10 days of delivery, subject to stock availability and satisfaction of Clause 2.2.

4.2  Abuse Prevention: Repeated patterns of purchase and return/exchange or bulk purchases followed by returns may be treated as abuse, and Aadai reserves the right to limit or deny exchanges or returns in such cases.

5.  Return and Exchange Process

5.1  Initiation: Raise a return request from “My Orders” within the applicable window shown on the product page.

5.2  Pickup: Upon approval, our courier partner will attempt pickup within 7 business days, subject to pin code and courier availability. Return labels and paperwork (if any) will be provided by the courier at pickup.

5.3  Quality Check: Refunds/exchanges are triggered after the returned item passes quality inspection at our return facility. If an item fails quality checks (including signs of wear, wash, damage, stains, odour, missing tags/accessories), the return/exchange may be rejected, and the item may be returned to you. The decision of Aadai’s quality control team will be final in all return, exchange and/or refund matters.

6.  Charges, Fees and Shipping

6.1  Return Pickup Charges: Aadai generally offers free return pickup for eligible items; however, charges may be applicable on selective instances at the discretion of Aadai which will be notified at the time of request.

6.2  Delivery Fees: Original delivery/convenience/platform fees, if any, are non-refundable unless the item was delivered damaged/defective/wrong.

6.3  Alteration/Gift-Wrapping: Fees paid for alteration or gift-wrapping services are non-refundable.

6.4  International Orders: International orders are typically not eligible for returns/exchanges unless expressly stated on the product page.

7.  Refunds

7.1  Mode of Refund:

(a)  Prepaid Orders: Refunds are made to the original payment method.

(b)  Cash-on-Delivery Orders: Refunds are processed to your nominated bank account or UPI ID.

7.2  Timelines:

(a)  Post Quality Check: Refunds are initiated after quality inspection.

(b)  Bank Account/UPI/Cards: Typically, within 2–7 business days from initiation.

7.3  Original Mode Requirement: Refunds can only be processed to the original payment instrument where banking rules require; Aadai may contact you to obtain bank/UPI details for COD refunds.

7.4  Failed Deliveries: For prepaid orders returned to Aadai due to failed delivery attempts, Aadai will refund the product value; delivery/convenience/platform fees are non-refundable unless the failure arose from Aadai’s error.

8.  Replacement Policy

8.1  Free Replacement: Eligible items may be replaced once within the applicable window where the item is damaged, defective, missing parts or different from description.

8.2  Second Replacement: Free replacement cannot be created for an item that has already been replaced once; a refund may be offered subject to stock availability and policy terms.

9.  Product Liability and Safety

9.1  Compliance: Aadai complies with applicable consumer protection laws, including not refusing returns or refunds for defective/deficient goods and services and discontinuing hazardous or unsafe goods.

9.2  Instructions and Warnings: Please follow usage and care instructions on product labels. Failure to adhere to instructions may impact eligibility for return/exchange or any further claims.

9.3  Misuse: Items damaged due to misuse, improper handling, or after usage are not eligible for return, exchange or refund.

10.  Fraud, Abuse and Account Actions

10.1  Abuse Monitoring: Excessive returns/cancellations or refusal to accept deliveries may be flagged as misuse.

10.2  Account Actions: Aadai may warn, suspend, block or terminate accounts engaged in fraudulent or abusive return/cancellation behaviours, consistent with legal requirements.

11.  Customer Support and Grievance Redressal

11.1  Customer Care: For support relating to returns, exchanges, refunds or order tracking, contact care@aadai.comor use the in-app/web help centre.

11.2  Grievance Officer: Aadai appoints a Grievance Officer for consumer complaints.

11.3  Response Timelines: The Grievance Officer will acknowledge complaints within 48 hours and endeavour to resolve them within 30 days, in line with applicable rules. A complaint ticket number will be provided to track status.

11.4  Escalation: If you remain dissatisfied, you may seek redress under applicable consumer protection laws and authorities.

12.  Data Protection and Your Privacy

12.1  Personal Data Use: To process returns, exchanges and refunds, Aadai collects and processes personal data such as contact details, addresses, payment and bank/UPI information, and order details, and shares limited data with logistics partners, payment service providers solely for fulfilment and compliance purposes.

12.2  Legal Basis and Consent: Where consent is required, Aadai presents requests in clear language and allows withdrawal of consent with comparable ease. Withdrawal may affect the ability to process new orders; however, Aadai may continue processing data necessary for orders already placed or for compliance with law.

12.3  Data Principal Rights: You may request correction, completion, updating and erasure of your personal data, subject to retention required for specified purposes or compliance with law.

12.4  Grievances: Privacy-related grievances may be raised to Aadai’s Grievance Officer or authorised contact listed in Aadai’s Privacy Policy. Responses will be provided within prescribed timelines.

12.5  Retention and Security: Aadai retains records only for as long as necessary for the specified purpose or legal compliance and implements appropriate technical and organisational safeguards.

12.6  Further Information: Please refer to Aadai’s Privacy Notice for full details of processing activities, rights and complaint mechanisms under applicable data protection laws.

13.  Platform and Disclosures

13.1  Pricing Transparency: Total price is displayed as a single figure, with a clear breakdown of mandatory charges, taxes, delivery/convenience/platform fees and any return shipping costs where applicable.

13.2  Payment Methods: Information on available payment modes, security of payment methods, any fees, chargeback options and the relevant payment service provider contact details is displayed prominently on the platform.

14.  Governing Law and Jurisdiction

14.1  Governing Law: This Policy is governed by the laws of India.

14.2  Jurisdiction: Subject to consumer fora jurisdiction under law, the courts at Chennai shall have non-exclusive jurisdiction over disputes arising from this Policy.

15.  Changes to this Policy

15.1  Aadai may update this Policy from time to time to reflect changes in law, business practices or platform features. The applicable version will be the one in force at the time of the original transaction; any material changes will be communicated through the platform.

15.2  Prior transactions will continue to be governed by the Policy displayed at the time of purchase.

16.  Contact Details

16.1  Legal Name and Address: Aadai Private Limited; 942, Krisp IT Park,Vandalur-Kelambakkam Road, Kizhakottaiyur Village, Melakkottaiyur, Kanchipuram, Chinglepet, Tamil Nadu, India, 600127

16.2  Website Details: aadai.com

16.3  Customer Care: care@aadai.com

16.4  Grievance Officer:

Name  : Pavithra Ramesh

Designation  : Creative Director

Email  : pavithra.ramesh@aadai.com

Phone  : +91- 9677209547

Postal Address  : Aadai Private Limited; 942, Krisp IT Park,Vandalur-Kelambakkam Road,  Kizhakottaiyur Village, Melakkottaiyur, Kanchipuram, Chinglepet, Tamil Nadu, India, 600127