Returns, exchanges & store credit

01Who this policy applies to

This Returns, Exchange & Refund Policy applies to all orders placed on flaira.in and delivered within India. It forms part of our Terms of Service. By placing an order, you confirm that you have read and agree to it.

Our aim is simple: if something isn’t right, we want to make it right — fairly and quickly — while keeping the process honest for every customer.

02How a request works

03The 4-day request window

• You have 4 days from the date of delivery (as shown in the courier tracking) to request an exchange or return.
• Damaged, defective or wrong items must be reported within 24 hours of delivery.
• Requests must be raised on our official WhatsApp +91 63567 25715 or by email at support@flaira.in, with your order number.
• Requests received after these windows cannot be accepted.

04Unboxing video — mandatory

To keep the process fair for everyone, a clear, continuous unboxing video is required for every return, exchange and damage claim. Your video should:

• Show the sealed parcel clearly from all sides, including the shipping label, before it is opened.
• Start before the parcel is opened and continue in one take, without cuts, pauses or edits.
• Show the product and its condition clearly, including any defect, damage or mismatch you are reporting.
• If the parcel looks damaged on arrival, start recording before you accept it from the courier.

Not sure how to record it? Our Unboxing Video Guide walks you through it in under a minute.

05Eligibility & condition of items

To be accepted, returned or exchanged items must be:

• Unused, unwashed and unaltered, apart from a brief trial for size and fit.
• Returned with all original tags, labels and packaging intact.
• Complete — every piece of the set (for example top, bottom, jacket, inner, dupatta or belt) must be returned together.
• Free from perfume, deodorant, makeup, stains, odours or pet hair.
• Unstitched suit material must be returned uncut, unstitched and unwashed, in its original fold.

06What we cannot accept

• Requests without a valid unboxing video, or raised after the request window.
• Items that show signs of use, or have been washed, altered, stitched, cut or damaged after delivery.
• Items returned without tags, without original packaging, or with pieces of the set missing.
• Products bought on sale or clearance, unless they are defective.
• Parcels sent back without our prior approval.
• Minor differences in colour, shade, print placement or texture that are natural to fabric, lighting and screens, as explained in our Fabric, Colour & Print Disclaimer.
• Products that were not purchased from flaira.in.

07Size exchanges

• You can exchange an item for a different size of the same product, subject to stock availability. If your size is unavailable, we will issue store credit instead.
• We recommend one size exchange per order. A fee of ₹350 may apply to repeated exchanges on the same order.
• If a wrong size is selected repeatedly, further exchange or credit requests may be declined.
• Please check the size chart on the product page and our Size Guide before ordering — it is the easiest way to get the right fit first time.

08How refunds are issued: store credit

• Approved returns are refunded as Flaira store credit, which you can use on any future purchase at flaira.in.
• Store credit does not expire — use it whenever you like.
• Store credit is issued for the amount you actually paid for the returned item(s), after any discount or offer (such as Buy 2 Get 1) applied to the order.
• We do not offer refunds to bank accounts, cards or UPI IDs for returns.
• Store credit is issued only after the returned item has been received and inspected.

09Damaged, defective or wrong items

• Report within 24 hours: message us on WhatsApp or email within 24 hours of delivery with your unboxing video and order number. Claims raised after 24 hours may not be accepted.
• Damaged parcel: if the outer packaging looks damaged or tampered with, start recording before accepting it from the courier.
• Defective or wrong item: share clear photos of the item, its tags and the packaging along with your video.
• Once verified, we will arrange an exchange or issue store credit. Return shipping for verified defective or wrong items is on us.

10Sending your return

• Please do not send any parcel until your request has been approved. We will confirm pickup or share the return address with you.
• Return pickup depends on availability at your pin code. If pickup is not available, you will need to ship the parcel to us yourself.
• Return shipping costs are borne by the customer, unless the item was defective or incorrect.
• Pack the item safely to avoid damage in transit, use a trackable courier and share the tracking number with us. We are not responsible for return parcels lost in transit.

11Inspection & timelines

• Every return is inspected when it reaches us to confirm it meets the conditions in this policy.
• Once approved, store credit or your exchange is processed within 48–72 hours.
• Exchanged items are dispatched as a new shipment and follow our usual delivery timelines.

12Order cancellations & changes

• You can cancel an order before it is dispatched by messaging us on WhatsApp or email with your order number. Once shipped, an order cannot be cancelled.
• Address changes are possible only before dispatch.
• Full details are in our Cancellation Policy.

13Fair use & your rights

We apply this policy consistently to every customer. Requests that do not meet the conditions above may be declined, and we may restrict cash on delivery or future orders where we see repeated misuse, such as wear-and-return or false damage claims.

This policy is intended to operate in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and nothing in it limits any right you have under applicable law. We encourage you to reach out to us first so that we can resolve any concern directly. Any dispute is subject to the jurisdiction of the courts at Surat, Gujarat.

14Contact & official channels

For any exchange, return or refund request, please contact us only through our two official channels: