Annulation et remboursement

Effective Date: 24 October 2026
Website: https://www.nirmalonline.com

At Nirmal Online, we aim to provide a fair and transparent return, exchange and refund experience.

This policy distinguishes voluntary customer requests from remedies required by applicable consumer protection laws.

PART A – INDIAN ORDERS

1. Return & Exchange Eligibility

Customers may request an eligible voluntary return or size exchange(1 Time) within 24 hours of confirmed delivery.

Conditions:

Products must be unused, unwashed and in their original condition.
Original tags and branded seals must ordinarily remain intact.
Products must not have customer-caused damage, stains or alterations.
Size exchanges are permitted only for another available size of the same product.
Only one voluntary size exchange is permitted per eligible article.
Requests are subject to reasonable verification.

The 24-hours period begins at confirmed delivery. Disputed delivery records will be reviewed fairly.

This deadline does not restrict statutory rights involving defective, damaged, incorrect or non-conforming goods.

2. Return, Exchange & Customisation Charges

Service	Charge
Voluntary return	₹200 per article
Voluntary size exchange	₹100 per article
Product customisation	₹200 per article
Legally required remedy for seller error or defective goods	Free of voluntary return/exchange charges

The ₹200 voluntary return fee covers reverse logistics, return handling and restocking.

All applicable charges will be disclosed before purchase and/or before the customer agrees to the chargeable service.

No unlawful deductions will be made from legally required refunds.

3. Final Sale & Non-Returnable Products

The following products may be excluded from voluntary returns, exchanges, refunds and Store Credit where the restriction was clearly disclosed before purchase:

Products purchased using offers or coupons specifically marked as "No Return", "No Exchange", "Final Sale", "Clearance Sale" or Sales related coupons.
Clearance or liquidation products expressly designated as non-returnable.
Products purchased during special promotional events expressly identified as Final Sale.
Customised, personalised, embroidered, altered or made-to-order articles.

Ordinary discounted products are not automatically Final Sale products.

Final Sale restrictions apply only to the designated articles.

These restrictions never remove legally required remedies for defective, damaged, incorrect, missing or materially misdescribed goods.

4. Unboxing Video & Verification

Customers are encouraged to record a clear, continuous, unedited unboxing video.

We may compare available photographs, videos, order information and packing records.

An unboxing video is recommended but is not compulsory for exercising statutory consumer rights.

Complaints will be reviewed fairly using available evidence.

5. How to Request a Return or Exchange

Submit your request through:

https://nirmalonline.com/pages/exchange-request

Provide the order number, contact information, relevant product details, reason for the request and available supporting evidence.

You may also email customer.care@nirmalonline.com.

Voluntary requests must be submitted within 24 hours of delivery. Legally protected complaints will be handled independently of that window.

6. Pickup & Product Inspection

Domestic return pickup will normally be arranged within approximately 4 business days after approval, subject to courier availability.
Products must be securely packed for return.
Inspection will generally be completed within 7 days after receipt.
Alternative return instructions may be provided where courier pickup is unavailable.

Verification procedures will not be used to unreasonably delay legally required refunds.

7. Refund

COD/Split COD convenience charges and transportation or shipping charges paid at the time of order booking are non-refundable for voluntary cancellations or returns, where disclosed and permitted by law.

For Prepaid Orders, customers who request cancellation within 24 hours of placing the order and before dispatch will receive a 100% refund without any deduction. If cancellation is requested after 24 hours, a ₹200 charge per article may be deducted if the cancellation is accepted, the charge was disclosed beforehand, and the deduction is legally permitted.

These conditions do not affect refunds legally required due to defective products, incorrect orders, non-delivery or cancellation by Nirmal Online.

Refund Options

Option A – Nirmal Online Store Credit

Prepaid Orders

* Optional for approved voluntary returns.
* Valid for 60 days from the date of issue.
* Normally issued within 2 business days after successful return verification.
* No voluntary return deduction will apply where the customer chooses Store Credit as the refund method.
* Store Credit is redeemable on the Nirmal Online website against eligible purchases.

For approved voluntary returns of delivered orders, the full eligible refundable value may be issued as Store Credit without deduction of the standard ₹200 voluntary return charge.

Split COD Orders

Where a Split COD order is returned to Nirmal Online due to customer non-acceptance, refusal of delivery, repeated failed delivery attempts, incorrect address provided by the customer, or any other customer-attributable reason resulting in Return to Origin (RTO), the advance amount paid at the time of placing the order will ordinarily not be refunded to the original payment method.

Instead, 100% of the eligible advance amount paid by the customer will be issued as Nirmal Online Store Credit, valid for 30 days from the date of issue.

The Store Credit may be used for future eligible purchases on the Nirmal Online website.

For future Split COD orders, the customer will be required to pay the applicable advance payment, shipping charges, taxes and other disclosed charges. Available Store Credit may be adjusted against the remaining amount payable for the new order in accordance with the applicable Store Credit terms.

Store Credit issued for RTO orders is non-transferable, cannot be exchanged for cash, and expires automatically after the stated validity period.

Option B – Original Payment Method / Bank / UPI

* For prepaid orders, approved monetary refunds will ordinarily be returned through the original payment method.
* For voluntary returns, a ₹200 return processing charge per article and any applicable return shipping charges, where previously disclosed, may be deducted from the refundable amount.
* For Split COD orders, the amount paid at the time of delivery (COD balance) is ordinarily non-refundable for voluntary or change-of-mind returns.
* Where a Split COD return is approved, any refundable amount will be calculated after deduction of the applicable ₹200 return charge per article and any other previously disclosed and lawful charges.
* Approved refunds will normally be initiated within 7 business days after completion of the required verification process.

Important:

These deductions and restrictions do not apply where a refund, replacement or other remedy is required due to a defective, damaged, incorrect, missing or materially misdescribed product.

8. Cancellation Refunds

Customers may request cancellation within 24 hours of placing an order, subject to the applicable cancellation conditions.

Nirmal Online reserves the right to accept, decline or cancel orders for legitimate business, operational, legal or security reasons, to the extent permitted by applicable law.

Where Nirmal Online cancels an order, all amounts already paid for the cancelled order, including the Split COD advance, will be refunded without cancellation penalties or unlawful deductions.

9. Damaged, Defective or Incorrect Products

Customers receiving damaged, defective, incorrect, missing or materially misdescribed products should contact us as soon as reasonably possible.

After fair verification, we will provide the remedy required by applicable law, which may include replacement, repair or monetary refund.

No unlawful return, exchange or restocking fee will apply.

Statutory complaints are not limited to the 24-hours voluntary return period or Final Sale exclusions.

PART B – INTERNATIONAL ORDERS

10. International Returns & Refunds

International orders are not eligible for voluntary change-of-mind returns or size exchanges.
Voluntary cancellation requests may be accepted before dispatch, subject to operational feasibility. Applicable transaction charges may be deducted from the refundable amount, provided such charges were clearly disclosed before purchase and are permitted by applicable law.
Store Credit is not ordinarily offered for international orders.

These conditions are subject to mandatory consumer protection laws applicable to the transaction.

Where applicable international laws provide statutory cancellation, withdrawal, return or refund rights, Nirmal Online will honour those rights.

Defective, damaged, incorrect or materially misdescribed products remain eligible for remedies required by applicable law.