Returns And Refunds

Reasons for returns

Courier Returns:

Courier Returns occur when the order is undelivered and marked as ‘Returning to Origin’ (RTO). Please find below the potential reasons for the order being marked as RTO:

Reasons for undelivered shipment

  • Customer not contactable

  • Incomplete address

  • Future delivery requested by the customer

  • Self-pickup requested by the customer

  • Customer refused delivery

  • Door/premises/office closed

  • Pincode not serviceable

In this case, the default return address is Clothivee Apparel, Eklavya Apartment, Flat no. 102, C1/4-5, Sanjay Enclave, Uttam Nagar, New Delhi, 110059. When we receive the returned shipment, it will be updated in your merchant account and an update will be sent to you by email registered with us. Using a custom return address is not possible currently since not all the courier companies allow it.

Action Required on courier returned orders

When the order is returned, Clothivee would store the returns for a period of 30 days from the date of the order being marked as RTO, without any warehousing fee.

You can choose to Reship the order to yourself or any other address within this period of 30 days, after which we would donate the order to charity. Kindly note that you will not be allowed to take any action on the returned orders after this period.

Please also note that if the pin code becomes unserviceable after the order is placed, Clothivee shall not be responsible for the RTO and as a result, no refunds will be processed from our end.

To understand how you can re-ship your order, you may refer to this article.

Incorrect Address – If the address provided by you for delivery is found to be incorrect by the courier personnel, and if an address correction is requested, you will be charged Rs. 65 + GST for correcting the address after the shipment has started travelling.

Customer Returns:

Product Quality issues:
In the case of issues related to misprinting or damaged or defective items sent to the customer, it must be communicated to Clothivee within 10 days upon the delivery of the product. For items lost in shipment, claims, if any, must be communicated not later than 10 days after the estimated delivery date.

Rejection by Customer:
Since the product is customized to customer requirement, any such return or rejection must be channelled through you. We do not refund for any modification in order for size or colour and hence such modifications are to be offered at your expense and discretion. A new order, at your expense, needs to be placed for an updated modification if you choose to accept or offer exchanges to your end customers.

Action on Returned Orders:

Orders that are returned due to incorrect addresses or rejected by customers are marked as ‘Returned to origin’ (RTO) under the Manage Returns page in the merchant panel once it is received by Clothivee. Clothivee would store the returns for a period of 30 days from the date of the order being marked as RTO and the merchant can choose to Reship the order to himself or any other address within this period of 30 days, after which we would donate the order to charity. The merchant will not be allowed to take any action on the returned orders after this period.