Defective, damaged in delivery or wrong item
Free
Full refund or a replacement at no extra cost. We pay for pickup and redelivery.
VNH Naidu Hall Cancellation, Returns, Exchanges, and Refunds Policy
Customer care
Returns, Exchanges & Refund Policy
We want you to love what you ordered from VNH Naidu Hall. This page explains which online purchases can be returned or exchanged, how to raise a request, and the fees and refund timelines that apply. Please check the product description and size chart before you order.
- 7 days to raise a return or exchange request
- 24 hours to report damaged, defective, wrong or missing items
- ₹0 for confirmed defects, damage or wrong items
- ₹99 for eligible returns or exchanges by preference
Returns at a glance
The fee depends on why you are returning the product. If the problem is ours, you pay nothing.
Return for fit, size or change of mind
₹99 fee
Refund of what you paid for the product, minus ₹99. Eligible products only.
Exchange for another size or style
₹99 once
One combined fee for pickup and redelivery, paid before the exchange.
Sale, clearance and offer items
Not returnable
Unless the product is defective, damaged or a brand error.
Key time limits
- Report damaged, defective, wrong or missing items
- Within 24 hours of delivery
- Raise a return or exchange request
- Within 7 days of delivery
- Reverse pickup after approval
- Usually 24–48 hours
- Refund processing after inspection
- 3–5 working days
How to return or exchange
Please do not send anything back until your request is approved.
-
Contact customer care
Email, WhatsApp or call us within 7 days of delivery (24 hours for damaged, defective, wrong or missing items) with your order number and reason.
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Get approval
We review your request and confirm eligibility, any fee and whether pickup is available at your PIN code.
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Pack the product
Pack it unused with tags, all components and the invoice. Hand over only the approved items.
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Pickup or self-ship
Our courier usually collects within 24–48 hours. If pickup isn't available, we'll share self-shipping instructions.
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Inspection and refund
Once the product passes inspection at our warehouse, we process your refund or ship your exchange.
Return and exchange window
Raise your return or exchange request within 7 days of delivery through our official customer care channels.
- Once approved, keep the product ready for pickup or self-ship it as instructed.
- Do not send products back without approval.
Product eligibility and condition
Returns and exchanges are generally available for elegible products, subject to the conditions below. For other non elegible categories, contact customer care to confirm eligibility before returning the product.
Your product must be
- Unused, unworn, unwashed and unaltered, with original tags and labels attached.
- Free from stains, fading, odour, perfume or deodorant marks, damage and other signs of use.
- Returned with the original packaging (where applicable), the VNH Naidu Hall invoice or a copy, and all supplied components and accessories.
Multipacks and sets
Individual items from a multipack, combo or set cannot be returned separately. Please return the complete pack or set.
Products excluded from preference-based returns
The following are not eligible for return or exchange for fit, personal preference or change of mind:
| Category | Not returnable for preference |
|---|---|
| Apparel | Sarees, panties and intimate bottom wear, shapewear, infant wear |
| Accessories | Masks, swimwear, silicone bra accessories and similar intimate accessories |
| Sets and marked items | Nightwear, lingerie sets, products marked non-returnable on the product page |
| Condition | Used, washed, altered, damaged, faded or soiled products, or products without original tags |
Received a faulty or wrong item?
These exclusions do not stop you from reporting an incorrectly supplied product, a confirmed defect or damage during delivery. Such cases are reviewed under Section 6.
Sale merchandise and colour differences
Sale and promotional items
Sale, clearance and promotional merchandise is non-returnable, non-exchangeable and non-refundable where stated in the offer terms. This includes Thankversary Sale, Women's Day Sale and Goodbye sale purchases.
Exceptions apply to confirmed brand errors, product defects or delivery damage.
Colour differences
Returns or exchanges are not accepted solely for a colour variation caused by photography, lighting or screen settings.
If you believe the colour supplied is different from the colour you ordered, share photographs and your order details with customer care for verification.
Shipping, COD and customer-preference fees
| Charge | Amount | When it applies |
|---|---|---|
| Shipping | ₹79 | Orders below ₹999. Free for orders of ₹999 and above. |
| Cash on Delivery (COD) | ₹50 | Every COD order, whatever the value. Free shipping does not waive it. |
Returns or exchanges by customer preference
For an eligible return, refund or exchange requested purely because of personal preference, change of mind, or a size or style you selected, a nominal ₹99 fee applies. It covers reverse pickup and associated delivery arrangements.
| Request | How the ₹99 fee works |
|---|---|
| Refund | Deducted from the eligible product refund amount |
| Exchange or replacement | Paid before we proceed. One combined fee for pickup and redelivery, not ₹99 for each journey. |
- Original shipping (₹79) and COD (₹50) charges, where paid, are non-refundable for customer-preference requests.
- Any extra amount for a higher-priced replacement must be paid before dispatch.
- The ₹99 fee applies only to eligible requests. Paying it does not make an excluded product eligible.
Refund for a customer-preference return
Refund = Amount paid for returned product(s) − ₹99 − any free-gift adjustment
Original shipping and COD charges are not part of the refundable product amount.
| Example | Amount |
|---|---|
| Product price paid | ₹800 |
| COD charge paid (not refunded) | ₹50 |
| Customer-preference fee | − ₹99 |
| Refund you receive | ₹701 |
Estimate your refund
Enter what you paid to see an estimate. The final amount is confirmed by customer care after inspection.
Your estimate
Estimated refund—
This is an estimate only. The final refund is confirmed after the product passes inspection at our warehouse.
Defects, delivery damage and incorrect items
For a confirmed product defect, delivery damage or an incorrect product supplied by us, you get a full refund for the affected product or a replacement at no additional cost.
It's on us
No ₹99 fee applies. We pay for the reverse pickup and the replacement delivery.
Shipping and COD charges
- Entire order refunded: the original shipping and COD charges are also refunded.
- Partial return: the refund covers the affected products. Customer care will confirm the amount before processing.
Please share
- Order number
- Registered name and mobile number
- Product name, size, colour and quantity
- Reason for the request and your preferred resolution (refund or exchange)
Time limit
Report wrong, damaged, defective or missing items within 24 hours of delivery.
Evidence to include
- Photographs of the outer packaging and shipping label.
- Photographs of all items received, with close-ups showing the issue.
- A clear, continuous unboxing video. This is mandatory for damage and missing-item claims.
Keep the packaging, invoice, tags and products until the review is complete. Do not use, wash, alter or discard the affected item. Our team will verify the issue and explain the next steps.
Reverse pickup and packing
For approved requests, we arrange reverse pickup where available, generally within 24–48 hours of approval, subject to courier availability and working days. The actual collection date may vary by location.
- Pack the approved items securely with tags, all components and the invoice.
- Hand over only the products approved for return.
- Keep the pickup acknowledgement or tracking details.
Courier collection is not final acceptance of the return. Refund or exchange approval follows inspection at our warehouse.
Self-shipping when pickup is unavailable
If your PIN code is not serviceable for reverse pickup, customer care will share self-shipping instructions and confirm the return destination and fee arrangement before you send the parcel.
- Use a trackable courier and share the courier name and tracking number with us.
- Include your order number, contact details and invoice inside the parcel.
- Confirm the address with customer care before shipping, as orders may be fulfilled from different warehouses.
Return addressNaidu Hall Warehouse
Door No. 129, 14th Street,
Chowdhry Nagar, Valasaravakkam,
Chennai – 600087
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Door No. 129, 14th Street,
Chowdhry Nagar, Valasaravakkam,
Chennai – 600087
Exchange processing
Exchanges are processed after the returned product reaches our warehouse and passes inspection. Replacements are subject to stock availability.
If the size or style you want is unavailable, our team will help you choose another eligible product and confirm any price difference.
Exchanging again
Want to return or exchange a product you received as an exchange? Contact customer care first to confirm eligibility and charges. The same rules for customer preference and confirmed product or delivery issues apply.
Refund processing and timelines
Refunds are processed only after the product reaches our warehouse, passes inspection and the refundable amount is confirmed.
| Order type | Where the refund goes | Timeline |
|---|---|---|
| Prepaid | Original payment method | 3–5 working days after approval. Card refunds may take up to 15 business days to reflect. |
| Cash on Delivery | Your bank account (we'll ask for account holder name, account number and IFSC) | After approval. Incorrect details can delay the refund. |
COD charge
The ₹50 COD charge is non-refundable for customer-preference returns. It is refunded when the entire order is refunded for a confirmed defect, delivery damage or our error (see Section 6).
Cancelled, lost or undeliverable orders
Cancellation eligibility is governed by our separate Cancellation Policy. For an approved full cancellation before fulfilment, or an order confirmed lost or undeliverable due to us or our delivery partner, we refund the amount paid for the affected order, including applicable shipping charges.
Failed delivery or refusal caused by the customer is reviewed separately and does not automatically qualify for a full refund.
Refund not received after the applicable period? Contact customer care with your order number and refund confirmation.
Free gifts and promotional benefits
- If a return makes your order ineligible for a free gift, return the gift unused and in its original condition.
- If the gift is not returned, its applicable value may be deducted from your refund.
- For partial returns, purchase-linked benefits are reviewed against the value of the items you keep.
- Customer care will explain any adjustment before completing the refund.
Inspection and declined returns
A return may be declined if:
- The product shows signs of use, washing or alteration
- Tags or components are missing
- A different product is returned
- Damage occurred after delivery
- The request is outside the return window or eligibility rules
If a return is declined, our team will explain the reason and advise the next steps.
International orders and store purchases
- International orders are not eligible for preference-based returns or exchanges. Report incorrect, defective or damaged items promptly with supporting evidence.
- Online orders must be returned or exchanged through online customer care. They cannot be processed at our retail stores.
- Store purchases: please contact the store where you bought the product.
Frequently asked questions
Quick answers about returns, exchanges, fees and refunds.
Eligibility
How many days do I have to return or exchange a product?
You can raise a return or exchange request within 7 days of delivery through customer care. For damaged, defective, wrong or missing items, please report within 24 hours of delivery.
Which products can I return or exchange?
Returns and exchanges are generally available for bras and petticoats that are unused, unwashed and have original tags. For other categories, please check with customer care before sending anything back.
Which products cannot be returned for size, fit or change of mind?
Sarees, panties and intimate bottom wear, shapewear, infant wear, masks, swimwear, silicone bra accessories and similar intimate accessories, nightwear, lingerie sets, and anything marked non-returnable on the product page. Used, washed, altered or untagged products are also not accepted.
Can I return a non-returnable product if it is defective or wrong?
Yes. Exclusions apply only to preference-based returns. A confirmed defect, delivery damage or an incorrect item is always reviewed, and you get a full refund or free replacement.
Can I return one item from a multipack or combo?
No. Items from a multipack, combo or set must be returned as the complete pack or set.
Can I return products bought in a sale?
Sale, clearance and promotional items, including Thankversary and Goodbye sale purchases, are not returnable, exchangeable or refundable where stated in the offer terms. Confirmed brand errors, defects and delivery damage are still covered.
The colour looks different from the website. Can I return it?
Small colour variations due to photography, lighting or your screen are not grounds for return. If you think you received a different colour from the one you ordered, send us photographs and your order details and we'll verify it.
Fees and charges
Is there a fee to return or exchange?
If the product is defective, damaged in delivery or wrong, it's free. For eligible returns or exchanges by personal preference (size, fit, style or change of mind), a ₹99 fee applies to cover pickup and delivery.
Do I pay ₹99 twice for an exchange (pickup and delivery)?
No. ₹99 is one combined fee for both the reverse pickup and the replacement delivery. It is paid before we process the exchange.
Will I get my shipping or COD charge back?
For preference-based returns, the ₹79 shipping and ₹50 COD charges are not refunded. If your entire order is refunded because of a confirmed defect, delivery damage or our error, both charges are refunded.
How is my refund calculated?
Refund = amount paid for the returned product − ₹99 − any free-gift adjustment. Example: you paid ₹800 for the product plus ₹50 COD; your refund is ₹701. Try the refund estimator above.
What if the replacement costs more than my original product?
You'll need to pay the difference before the replacement is dispatched. Customer care will confirm the amount.
Damaged, defective or wrong items
I received a damaged, defective, wrong or missing item. What should I do?
Contact customer care within 24 hours of delivery with photographs of the outer packaging and shipping label, photographs of all items with close-ups of the issue, and a continuous unboxing video. Keep everything as received until we complete the review.
Is an unboxing video really required?
Yes. A clear, continuous unboxing video is mandatory for damage and missing-item claims. It helps us verify and resolve your claim quickly.
Do I pay anything for a defective or wrong item?
No. There is no ₹99 fee, and we pay for the reverse pickup and replacement delivery.
Return process
How do I start a return or exchange?
Email customercare@naiduhall.net.in, WhatsApp +91 9791081939 or call 1800 102 2151. Share your order number, registered name and mobile number, product details (name, size, colour, quantity), the reason and whether you want a refund or exchange.
Can I send the product back without contacting you?
No. Please wait for approval. Products sent without approval may not be accepted.
When will the product be picked up?
Pickup is usually arranged within 24–48 hours of approval, subject to courier availability and working days. The exact date can vary by location.
Reverse pickup is not available at my PIN code. What now?
Customer care will share self-shipping instructions and confirm the return address and fee arrangement. Use a trackable courier, share the tracking number, and include your order number, contact details and invoice in the parcel.
Does pickup mean my return is accepted?
Not yet. Your refund or exchange is approved after the product passes inspection at our warehouse.
Can I return an online order at a Naidu Hall store?
No. Online returns and exchanges are handled only through online customer care. For products bought in a store, please contact that store.
Exchanges
What if the size I want is out of stock?
Exchanges depend on stock. If your size or style isn't available, we'll help you pick another eligible product and confirm any price difference.
Can I exchange a product I received as an exchange?
Please contact customer care first to confirm eligibility and charges. The same rules for preference and confirmed product or delivery issues apply.
Refunds
When will I get my refund for a prepaid order?
We process the refund to your original payment method within 3–5 working days after the product is received and approved. Depending on your bank, card refunds may take up to 15 business days to reflect.
How do I get a refund for a Cash on Delivery order?
Customer care will ask for your bank details: account holder name, account number and IFSC. Please share them correctly to avoid delays.
My refund hasn't arrived yet. What should I do?
If it hasn't reflected after the applicable period, contact customer care with your order number and refund confirmation.
I got a free gift with my order. What happens if I return something?
If your return makes the order ineligible for the gift, please return the gift unused. If it isn't returned, its value may be deducted from your refund. We'll explain any adjustment before completing the refund.
Why might my return be declined?
Signs of use, washing or alteration; missing tags or components; a different product returned; damage after delivery; or a request outside the return window or eligibility rules. We'll always explain the reason.
My order was cancelled, lost or undeliverable. Will I get a refund?
For an approved full cancellation before fulfilment, or an order confirmed lost or undeliverable due to us or our delivery partner, we refund the amount paid including applicable shipping. Failed delivery or refusal by the customer is reviewed separately.
Other
Can international orders be returned?
International orders are not eligible for preference-based returns or exchanges. Incorrect, defective or damaged items should be reported promptly with evidence for review.
When is customer care available?
Monday to Saturday, 10:00 AM–2:00 PM and 3:00 PM–6:00 PM IST. Closed on Sundays, second and fourth Saturdays, and public holidays.
No matching questions. Contact customer care and we'll help.
Customer care
Tap to email, WhatsApp or call us. Keep your order number handy.
customercare@naiduhall.net.in
Best for photos and videos
+91 9791081939
Chat with us
Toll-free
1800 102 2151
Call during working hours
Working hours: Monday to Saturday, 10:00 AM–2:00 PM and 3:00 PM–6:00 PM IST.
Closed on Sundays, second and fourth Saturdays, and applicable holidays.
