Returns & Exchange Policy
10 days return/exchange policy? How does it work?
Vilasata's 10-day returns and exchange policy gives buyers an option to return or exchange items purchased on Vilasata for any reason within 10 days of receipt of the item. We only ask that buyers don't use the product and preserve its original condition, tags, and packaging. buyers are welcome to try on the product but please take adequate measures to preserve its condition.
How do I return products purchased from Vilasata?
Buyers can return products purchased from Vilasata within 10 days of receiving the product. Please follow these steps -
- Create a 'Return’ under the “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us based on the return mode.
After approving the buyer's return request the following process will be adopted:
- Pick-up: In most locations, we offer a free pick-up service. The buyer will see a pickup option when the buyer submits a return request.
- Self-Ship: If we are unable to pick from the location of the buyer due to any reason. The Buyer will have to ship the product to us at the address given below. In such cases, we will credit Rs. 100 into the buyer's Vilasata Store Credits account if the product satisfies the return policy
Out Side India:
For orders Out Side India, we have no pick-up facility. The Buyer has to arrange for the item shipped to our address mentioned below.
Once we pick and receive our returned product, we will do a quality check of the product at our end and when the product passes the quality check we will credit the amount buyers paid for the products into the refund mode selected by buyers at the time of initiating the return request. If the picked-up product does not pass the quality check, we will ship it back to buyers. All exchanges are subject to stock availability. Please note that we are only able to offer size exchanges. If buyers wish to exchange buyers items for an alternate product, we suggest that buyers return it to obtain store credit and purchase the new item separately.
The following EXCEPTIONS and RULES apply to this Policy:
- All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact.
- We only accept returns for products purchased directly from Vilasata's desktop/mobile sites or apps. Any return request for products purchased from our indirect online and offline distributors will be declined by us.
- Customized products are not eligible for Return or Exchange, as these are made as per the specification provided by the buyers. In case of a size issue in such case, we may get the product altered.
- Please note that we do not refund any Shipping or COD charges incurred by the Buyer.
- Under our Exchange Policy, only size exchanges are allowed. Exchanges are allowed.
- If the buyer self-ship buyer returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend buyers a reliable courier service.
- Please allow 72 hours post-delivery for the order status to be updated in the buyer account.
- Please check the items, type of return/exchange, and other related details carefully. Our courier partner (within India only) will pick up only the items mentioned at the time of submitting the Return request by the buyers.
- In case the items handed over to the courier person don’t match the details of the items mentioned in the Return request, we will conduct an internal investigation and get back to buyers accordingly,
- If buyers self-ship any product without officially informing us through our return/exchange process, we will not process the return.
Kindly address the package to the following address -
Bhatanwali, N.H. 72,
Paonta Sahib, H.P.
We will send buyers a confirmation email as soon as we receive the shipment at our warehouse.
How do I place an exchange request on Vilasata?
If buyers want to exchange products purchased from Vilasata, please follow the below-mentioned steps:
- buyers can create an exchange for products purchased from Vilasata within 10 days of its delivery under the “My Orders” section of App/Website/M-site. If the buyer's address is serviceable for exchange buyers will be able to proceed and generate an exchange id. Please note down the buyer's exchange id for future reference
- Place the product in a packet and seal it. Please ensure the product is unused and unwashed with all the tags intact.
- Hand over the original product to our delivery staff once he/she arrives for the return pick-up
- Once the product is received at our warehouse and passes the necessary quality checks, we will ship the requested for exchange to buyers. Please note that if the exchange size is not available at our warehouse, we will contact buyers to convert buyers return into store credit or refund, as per buyers' preference
- In case buyers face any size issue with the exchanged product as well, please note that we will not provide a further exchange. buyers may self-ship the exchange back to us, and we will process store credit/refund for the same (excluding Shipping and/or COD charges) as per buyers' preference
- The exchange process at Vilasata takes 8-12 business days from the date of placing the exchange request.
How long will it take for me to receive the refund for my returned product?
- The entire return request to refund completed journey will take 3-5 business days from the receipt of goods back in our warehouse.
- Once the returned product is received at our warehouse and passes all the necessary quality checks, we will issue a refund to buyers. We will send a refund confirmation e-mail to buyers once we process the refund at our end, and it will take 3-5 business days for the amount to be credited into the buyer's account
- In case of any refund discrepancies, Vilasata may at its sole discretion, request buyers to share with us a screenshot of buyers' bank statement
I returned my order and received store credits. How do I apply them?
- Once buyers return a product to us, we will add the value of the buyer's order (Minus any Shipping and/or COD charges) back into buyers' accounts as Vilasata Store Credits. Buyers can use their store credits for further shopping with us
- Once buyers select the product/products to buy and add to the bag, automatically a store credit tab will reflect the store credits utilized by buyers on the checkout page, and the total amount to be paid by buyers will be calculated after deducting the store credits in buyers Vilasata account
- Please note, buyers need to be signed in with buyers registered Vilasata ID to view and utilize buyers' store credits
How do I return multiple products from a single order?
- If buyers are returning multiple products from a single order together, we will generate a single Return ID for all products and buyers will receive an e-mail confirmation for the same
- If buyers wish to return another product from a single order at a later date, still within the 10 days return policy, we will accept buyers' return but we will not arrange a reverse pick-up for the second time. The subsequent returns for the same order will be self-shipped by buyers and no reimbursement for the same will be provided by us in any form
Why has my return request been declined?
This may have happened, if the item buyer returned is used, or damaged or original tags are missing. For more details, please call our customer care.
Why did the pick-up of my product fail?
We make three attempts to pick up the item (within India only), if the item is not picked up in the third attempt, the Pickup request will be marked as failed. Buyers can initiate a new return request if the item meets the return criteria and is within 10 days from the date of delivery. For more details, please call our customer care.
What is Vilasata Cancellation Policy?
buyers can cancel an order until it has been packed at our Warehouse through our Website, Mobile Site or App. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.
Can I modify the shipping address of my order after it has been placed?
No, buyers cannot modify the order themselves after placing an order on Vilasata. Please get in touch with firstname.lastname@example.org, should buyers have any shipping address change requests. Please note that the shipping address can only be changed before the buyer's order has been packed at our Warehouse.
How do I cancel my order?
buyers need to be logged in to buyers Vilasata account to cancel an order. Once buyers are logged in, tap on the ‘My Orders’ section under the ‘My Account’ section and then select the order buyers want to cancel.
I just canceled my order. When will I receive my refund?
If buyers had placed the order using POD/COD (Within India only), there is no amount to be refunded at our end as buyers haven’t paid for the order yet. For payments made via Credit Card, Debit Card, Net Banking, or wallet buyers will receive a refund into the source account within 7-10 business days from the time of order cancellation. If payment was made by redeeming Vilasata store credit, the refund will be initiated into the buyer's Vilasata Credits account within 1-2 days of the user’s cancellation.