VNH Naidu Hall Cancellation, Returns, Exchanges, and Refunds Policy

VNH Naidu Hall Cancellation, Returns, Exchanges, and Refunds Policy

Thank you for shopping with Naidu Hall Family Store. We are committed to delivering high-quality products and exceptional service. To stay competitive with leading marketplaces and still protect our operational sustainability, we’ve created a fair, transparent, and customer-centric policy that outlines our approach to cancellations, returns, exchanges, and refunds.

We kindly request our customers to read this policy carefully before placing an order. While we strive to accommodate genuine cases with empathy, our policies are designed to discourage misuse and protect the resources that go into every delivery.

1. General Policy Applicability

1.2 Policy Updates
This policy is subject to periodic updates. Please review the latest version before making a purchase.

2. Order Cancellations

2.1 Before Dispatch

Orders can be cancelled fully or partially before dispatch (i.e., before invoice generation). Once dispatched, cancellations are no longer possible.

2.2 Cancellation Process

To cancel an order, please contact our Customer Care Team at customercare@naiduhall.net.in or call us on 18001022151. Cancellations are processed within 1–12 working hours if the order has not been dispatched.

By 1-12 working Hours, we mean:

Monday to Saturday, 10:00 am to 6:00 pm (excluding 2nd and 4th Saturdays and all public holidays). If your cancellation request is placed outside these working hours and the order is dispatched before it can be reviewed, the cancellation will not be eligible for a 100% refund.

2.3 After Dispatch

If cancellation is requested after the order has already been dispatched:

• You may refuse delivery or

• Accept and later initiate a return

In either case, the order must reach our warehouse in its original condition and after a QC, a deduction of Rs 99 will be made before processing the refund.

2.4 Cancellation Refund Method & Timelines

Refunds will be processed only to the original mode of payment. Cash refunds are not applicable. Please allow 3 to 15 business days for the amount to reflect, depending on your payment provider's processing timelines.

3. Refunds & Deductions Summary

Reason	Customer Charge	Notes
Cancellation before dispatch (non-fault)	₹0	100% refund if within working hours before dispatch
Cancellation after dispatch (non-fault)	₹99	Charges deducted for forward & reverse logistics (applies if returned/refused)
Return for Refund (non-fault)	₹99	Charges deducted for forward & reverse logistics
Return for Exchange (non-fault)	₹149	Charges deducted Includes 2 forward + 1 reverse shipment
Product Issue (with valid proof)	₹0	Requires uncut unboxing video and internal QC review
Sale Period Returns	Not Eligible	Unless the product is defective, supported with unboxing proof

• COD Fee: ₹50 (non-refundable)

Refund Mode: Original payment method only

Timeline: 3–15 business days

4. Returns Policy Overview

We want your shopping experience with Naidu Hall to be completely satisfying. In the rare case that something isn’t right, we offer returns under the following structured policy.

4.1 Free Pickup & 100% Refund or Exchange

You are eligible for free return pickup and a full refund or exchange when the issue lies with us, such as:

• Damaged or defective product

• Wrong product delivered

• Missing items

• Any genuine quality concern

To qualify for this:

• Must provide an uncut unboxing video clearly showing:

  • Unboxing video from the sealed parcel to fully opening.

  • Product condition

  • Invoice

  • Tags and packaging

• The video must be continuous and uninterrupted

• Additional clear images are encouraged

• Subject to internal QC verification

Pickup:

• Free reverse pickup will be arranged wherever serviceable.

• If your PIN code does not support reverse pickup, you must inform the customer support and upon approval for a returns you must self-ship the product to:

• Naidu Hall Warehouse
  Door No.129, 14th Street,
  Chowdhry Nagar, Valasaravakkam,
  Chennai – 600087

Customers are responsible for the product during transit in case of self-return.

4.2 Paid Returns – Returns Due to Customer Preference or Delivery Failures Caused by Customer-End Issues

Returns that are initiated for reasons not caused by a product fault, defect, or delivery error from our side are categorised as Paid Returns. These include both preference-based returns and delivery-related failures due to customer-side issues. Below are common scenarios:

1. Customer Preference–Based Returns

These include situations where the product was successfully delivered, but the return is requested due to:

• Size or fit issues

• Change of mind

• Colour or style preference

• Dislike of fabric feel, texture, stretch, or opacity

• Ordering multiple sizes or styles and returning the extras

• Partial return from a multi-item order

• Product not matching personal expectations

2. Customer-Side Delivery Failures

These include cases where the product could not be delivered or returned mid-way due to:

• Incorrect or incomplete delivery address

• Wrong or unreachable phone number

• Customer unavailability at the time of delivery

• Repeated delivery attempts failed due to non-response

• Customer refusal to accept the parcel without valid product issue

In both categories, logistics and handling costs are incurred, and thus a return handling fee is applied as Paid Returns which fall under two categories: 

• Rs 99 deductable for Refund against returns
  (covers forward shipment and reverse pickup)
  

• Rs 149 for Exchange against returns
  (covers forward shipment, reverse pickup, and exchange re-shipment)

• Please Note: These are partial recovery charges and do not represent the full or actual cost we bear to process the return and maintain service efficiency.

4.3 Common Conditions for All Returns

• Returns must be initiated within 7 days of delivery.
  Delays beyond this window due to reasons like unavailability, travel, or personal constraints will not be accepted. We urge customers to open and inspect their order promptly upon delivery.

• Contact Customer Care before initiating a return. Do not self-ship without approval.

Quality Check & Approval for Refunds and Exchanges

• Refunds (whether full or after deduction) will be initiated only after the returned product is:

  • Received at our warehouse

  • Inspected for damage or usage

  • Approved as compliant with our Quality Check (QC) standards

• Exchanges will also be processed only after the original product:

  • Has been received

  • Passes the QC inspection

• All returned products—regardless of the reason or refund amount—must meet the following return conditions: 

  • Product must be:

    • Unworn, unused, and unwashed

    • Free from stains, odour, glitter, wear, or damage

    • With all original tags, labels, packaging, and accessories intact

❗Any item that fails these conditions will be rejected, and no refund or exchange will be processed.

4.4 Limitations & Exceptions

• One-time return/exchange only is encouraged per order. Repeat requests are not accepted unless there are some genuine concerns.

• Non-Returnable Products (For Hygiene & Safety Reasons)

  To uphold the highest hygiene standards and ensure customer safety, the following product categories are strictly non-returnable, non-exchangeable, and non-refundable—except in cases of a valid manufacturing defect, supported by an uncut unboxing video:

  ❌ Non-Returnable Product List:

  • Panties & Underwear:
    Due to their intimate nature and direct contact with sensitive areas, we cannot accept returns on these items.

  • Shapewear & Tummy Tuckers:
    As body-contouring garments, shapewear may retain body impressions and are not eligible for return to maintain hygiene.

  • Infant Wear:
    Clothing for babies is sensitive to allergens and external contamination. Even unused returns are not accepted for safety reasons.

  • Face Masks & Protective Wear:
    Due to close contact with the face and current health protocols, these are non-returnable.

  • Lingerie Accessories:
    This includes items such as bra straps, extenders, nipple covers, and fashion tape. These products fall under intimate wear and are not returnable for hygiene reasons.

• No Returns or Exchanges on Sale Products

  Items purchased during our Thankversary or Women’s Day Sale are not eligible for return, exchange, or refund, as these are limited-time gratitude events—not clearance sales. These products maintain the same premium quality as regular-priced items, offered at a temporarily discounted price during the event.

  Exception: Only if the product is defective, incorrect or has delivery concerns, supported by an uncut unboxing video showing the sealed package, invoice, and product.

5. International Orders

5.1 Returns & Exchanges
International orders are not eligible for return, refund, or exchange.

5.2 Shipping Charges

• Base Fee: ₹5000

• Additional costs depending on delivery location

• The customer will be contacted to pay the balance before dispatch

6. Delivery Confirmation & Disputes

• Customers will receive delivery updates either via SMS, email, and WhatsApp.

• If you receive a suspicious or false update from the courier, contact Customer Care immediately.

Signature/OTP-Based Delivery:

• Parcels are marked 'delivered' only after OTP verification or a signature.

• If you did not receive the item but receive any confirmation message through SMS, WhatsApp or email that the product is delivered, report it within 12 hours. Delayed complaints beyond this time will not be accepted by the courier for investigation.

7. Support & Assistance

• Phone: 1800 102 2151
  Availability: Monday to Saturday, 10:00 AM – 6:00 PM (excluding 2nd & 4th Saturdays, government, and regional holidays)
  Lunch Break: 1:30 PM – 2:00 PM
  
  

• Email: customercare@naiduhall.net.in