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

 Refunds and Returns Policy

Thank you for shopping with Naidu Hall Family Store. We are dedicated to providing you with high-quality products and exceptional customer service. Our aim is to ensure your shopping experience is delightful from the moment you place your order until any necessary returns or refunds are processed. To ensure the perfect fit, we strongly encourage you to refer to our size charts before making a purchase.

We understand and acknowledge that occasionally, the product you receive may not be the perfect fit or meet your expectations. Our commitment to ensuring your complete satisfaction means that we generally accept order cancellations and provide options for returns, including replacements or refunds. However, please be aware that in certain instances, our decision regarding returns, refunds, or exchanges is final to uphold fairness and transparency. Please rest assured that we are here to assist and support you throughout this process.

This Refunds and Returns Policy outlines the procedures for cancellations, returns, exchanges, and refunds for products purchased through our website.

  1. Applicability of Policy

1.1 Agreement to Terms: By using the Naidu Hall platform and/or purchasing products from us, you agree to the terms of this policy without modification. If you do not agree with the terms, please refrain from transacting on the Naidu Hall platform.

1.2 Policy Updates: We may update this policy from time to time. Please review the policy periodically to ensure you understand the terms and conditions that apply at that time.

  1. Terms for Cancellation, Return, and Refund of Orders

2.1 Cancellation of Products

  • Before Dispatching the Product (Invoice Processing): You can cancel orders partially or fully before we dispatch the product (i.e., before the invoice is processed). Once a cancellation request is raised with our customer care executive during business days, we will cancel the order within 1-12 business hours of receiving the request, provided the order has not been dispatched. Once your order has been dispatched, it cannot be cancelled.

  • How to Cancel: If you wish to cancel an order, please contact us at customercare@naiduhall.net.in or call us at our toll-free number 18001022151.

  • Refund Timeline: Upon receipt of the cancellation request before we dispatch the order, we will cancel the order and initiate a refund within 15 business days. Refunds will be credited to your original transactional account.

2.2 Refunds

  • Refund requests for orders that have already been dispatched or delivered, or for which a reverse pickup has been arranged, will incur few non-refundable charges.

    Shipping Fee:     A nominal, non-refundable fee of Rs 49 will be applied to cover shipping expenses, including both the initial delivery and any reverse pick-up required which often exceed the non-refundable charge. If an order is returned in full for a refund, this shipping fee will remain non-refundable, except in cases where the product is defective or damaged due to our fault. This policy is applicable to both paid and free shipments.

    COD Order Returns: For Cash on Delivery (COD) orders where the customer has paid upon delivery and subsequently requests a refund for the entire order, a Rs 49 shipping fee and a Rs 50 COD fee will be non-refundable. The remaining balance of the invoice amount will be refunded. These nominal fees cover the actual shipping expenses, including sending the parcel, arranging for reverse pickup, and COD charges to the logistics partners, which often exceed the non-refundable charge.

    Non-Returnable Products: Refunds are not provided for non-returnable products, including panties, shapewear, infant products, masks, beauty products, and accessories. This policy ensures hygiene and safety for all our customers.

  • Refund Process: We do not offer cash refunds. Refunds will be credited to your original source account and may take standard time to reflect depending on bank processing times.

  • Note: Customers should kindly note that picking up of product doesn’t guarantee that the return/ exchange is approved. Our examination team will go through the products first before approving your request for return/exchange within the next 4-7 business days. For any claims, please ensure there is a proper unpacking video as proof with any additional information that can help us assist you better.

2.3 Return of Products

  • Eligibility: Returns can be initiated within 15 days from the delivery date for products in select pin codes.

  • Reasons eligible for returns include:
  • If you receive a damaged or defective item from Naidu Hall.
  • If the product delivered is incorrect or of poor quality.
  • If the order parcel is missing products, parts, or accessories.
  • If you are dissatisfied with the product.

  • Reasons ineligible for returns:
  • Returns are not accepted for panties, infant products, masks, beauty products, and accessories due to hygiene concerns.
  • Returns for exchanging colours are not accepted.
  • Items purchased during our Thankversary Sales, Women's Day sales or any other Sale on discounts are not eligible for returns unless they have a manufacturing defect.
  • Products purchased outside of sale periods are not eligible for price matching with sale prices. Any exchanges or replacements will be processed at the original MRP, and not at the discounted sale price.

  • Return Conditions: All products should be unused and unwashed. Must not be soiled, damaged, or spoiled with glitter or stains. Must not emit any perfume, lotion fragrance, or body odour. All product tags and accessories should be intact and in their original packaging.

  • Return Process: Contact us at customercare@naiduhall.net.in or call us at our toll-free number 18001022151 to initiate a return. We may request images or an unpacking video of the product for verification. Depending on your location, we offer a one-time free pickup. Multiple pickups are not encouraged.

2.4 Exchange

Eligibility: Exchanges can be initiated within 15 days from the delivery date for products in select pin codes. Exchanges are allowed only once per order.

Exchange Conditions: Products must be unused, in original condition without any stains or damage, with all tags, packaging, and accessories intact.

Exchange Process: Contact us at customercare@naiduhall.net.in or call us at our toll-free number 18001022151 to initiate a return. We may request images or an unpacking video of the product for verification. Depending on your location, we offer a one-time free pickup. Multiple pickups are not encouraged.

  1. Non-Returnable Products

Due to the intimate nature and hygienic standards of certain items, we regret that it is not possible to accept returns or exchanges for certain product categories, including panties, infant products, masks, beauty products, and accessories.

  1. Shipping Back to Us

For areas where our reverse logistics partners do not provide pick-up services, please self-ship the product to our returns desk along with the invoice copy:

Return Shipping Address:

Naidu Hall Warehouse 

Door No.129, 14th Street, 

Chowdhry Nagar, 

Valasaravakkam, 

Chennai 600087.

  1. Support

For any questions or assistance, please contact us:

  • Phone: +18001022151 (Monday to Friday, 10:00 am to 6:00 pm)
  • Please note: 1:30 to 2:00 pm will be our lunch break
  • Email: customercare@naiduhall.net.in

We are here to help you and ensure your satisfaction with our products and services. Thank you for choosing Naidu Hall Family Store.

Returns and Replacement Frequently Asked Question 

Our return policy is designed to be hassle-free for all eligible products. The product should be in its original packaging with all tags intact, and it should not have been used, washed, soiled, or damaged in any way. For hygiene purposes, we do not accept returns on panties, shapewear and hosiery products under any circumstances, unless there is a product damage. In such cases, we request customers to provide an unpacking video to support damage claims.

To initiate a return or replacement, please contact our customer support team for assistance during business hours on business days. Returns or replacements must be initiated within 15 daysfrom the date of delivery. Requests made after this period may not be accommodated.

Our customer care executives are available to help you from 9:30 AM to 6:30 PM, Monday to Saturday. Please note that we are closed on the 2nd and 4th Saturdays, all Sundays, and government holidays.

 We sincerely apologize for any inconvenience caused. If you receive a defective product, the wrong product, or the wrong size, please contact our customer support team within 48 hours of receiving the product. To validate that the damage occurred during our dispatch and not by the customer, please provide an unpacking video or any supportive evidence. We will arrange for the correct product to be sent to you or initiate a replacement or refund as per your preference.

Yes, you can cancel your order by contacting our customer support team with your order details. If the order is cancelled before we ship the products, we will provide a full refund. However, if the product has already been shipped and you request a cancellation, we will deduct a nominal charge of Rs 49 for shipment. The balance will be refunded once the returned product is received and inspected.   

Refunds are typically processed within 7-10 business days. However, the actual time may vary depending on your payment method and bank processing times. If your refund is not reflected in your account after 10 business days, please contact our customer support team for assistance.  

For hygiene reasons, certain items such as panties, shapewear, and hosiery cannot be returned unless there is a manufacturing defect. In such cases, we request customers to provide an unpacking video to support damage claims. For other products, you can return items that have been tried on for a fit test, but they should not have been used beyond trying, washed, elongated or damaged. All original tags and packaging must be intact. 

Yes, we understand that sometimes only a part of the order may need to be returned or replaced. Our customer support team will assist you accordingly. We offer a one-time replacement for eligible products. However, we do not encourage returns or replacements more than once as it may create billing errors and incur additional costs for us. If you encounter any issues after the replacement, please contact our customer support team for further assistance. 

If you mistakenly return the wrong product during a replacement, the process will involve four shipping charges: sending the wrong product back to you, picking up the correct product, sending the replacement, and the initial shipping cost to us. To avoid incurring these charges, please double-check that you are returning the correct item when the returns are initiated from our side. This includes ensuring the correct item is handed over to the pickup partner. This ensures a smooth and cost-effective return process for both parties involved. Based on complexities, we may charge or deduct shipment costs involved in special cases. 

One-day hyperlocal delivery is not automated and is exclusively available within Chennai. To request this service, please call our customer support during working hours on working days. The feasibility of arranging a local delivery through Dunzo or Swiggy will be determined based on availability and feasibility. The cost of hyperlocal delivery is borne by the customer and will be confirmed by our customer support team.

No, online orders cannot be returned or exchanged at our offline stores. All returns or exchanges must be processed online by contacting our customer care executives.

We do accept returns and replacements for international shipments. However, customers are responsible for any return and replacement shipping costs incurred. Additionally, the forward shipping charges are non-refundable.

You can contact our customer support team via email, phone, or live chat. Our contact details are available on the Contact Us page. Yes, gift items can be returned. Please provide the order number or the email address used to place the order when initiating the return.

Shipping Disputes and Solutions

You can track your order using the tracking number provided in your shipment confirmation email. If you need further assistance, please contact our customer care team with your order number and tracking information.

Shipping times can vary due to factors such as weather, customs, and peak periods. Please check your tracking information for updates. If the delay extends beyond the expected delivery time, contact our customer care team with your tracking number for assistance.

Please check with neighbours, building management, or your local post office first. If you still cannot locate the package, contact our customer care team. Be prepared to provide your order number, tracking information, and any notifications you received.

Tracking information can take 24-48 hours to update. If the tracking number is still not working after this period, please reach out to our customer care team with your order number and tracking number for further assistance.

Please contact our customer care team with your order number and a photo of the item received. We will verify the mistake and arrange for the correct item to be shipped to you promptly.

Please take clear photos of the damaged package and item, and send them to our customer care team along with your order number. We will assess the situation and arrange a replacement or refund.

To verify your order confirmation and confirm if the item was included, please review your order details. If the item was indeed part of your order but is missing, kindly contact our customer care team immediately. Provide them with your order number along with a video of unboxing the product and a photo of the received items. We will thoroughly investigate the matter and work to resolve the issue promptly.

If your order hasn’t shipped yet, our customer care team can update the address for you. Contact us as soon as possible with your order number and the correct address.

If your order has not yet shipped, our customer care team can assist you in canceling it. However, once the order has been shipped, we are unable to cancel it. Upon receiving the product, please contact us immediately with your order number to initiate the return process for a refund, particularly if you encounter fit issues or have any other valid reasons for the return.

This can occur due to incorrect address or delivery issues. Please contact our customer care team with your order number to verify your address and arrange for reshipment.

If the return is due to an error on our part (wrong item, damaged goods), we will cover the return shipping cost. For other returns, please contact customer care for details. Be sure to include your order number and reason for return when contacting us.

Visit our Returns page for detailed instructions. Ensure the item is in its original condition with tags intact. Contact our customer care team for a return authorization and shipping label, and include your order number in all communications.

Once we receive and inspect your return, refunds are processed within 5-7 business days. You will receive an email confirmation when the refund is completed. For more information, contact customer care with your order number and return tracking number.

We do offer exchanges for different sizes or colors of the same item, subject to availability. Please note that we can accommodate such exchanges only once, as multiple changes would incur additional shipping costs. To initiate an exchange, kindly reach out to our customer care team. Please provide your order number along with the details of the item you wish to exchange. They will assist you accordingly.

Please contact our customer care team with your order number, a detailed description of the fault, and photos of the faulty item. We will verify the issue and arrange a replacement or refund.

If your package is confirmed lost by the carrier, we will resend your order at no additional cost or issue a refund as per your preference. Contact our customer care team with your order number and tracking information for assistance.

We cannot guarantee a fast shipment; however, if your order hasn't been shipped yet, please contact our customer care team to inquire about the possibility of expediting the shipment. They will guide you through any available options and provide the necessary details. Please note that additional fees may apply. Ensure you provide your order number when making the request.

Sale items cannot be returned or exchanged for other products due to their discounted nature. However, if there are any special conditions you would like us to consider, please reach out to our customer care team with your order number. They will assist you accordingly.

As soon as the return is initiated you will get an email within 24-48 hours with the tracking number for your return shipping method. For further assistance, contact our customer care team with your order number and return tracking number.

Yes, you can. reach out to our customer care team with the order numbers of all items being returned. Please include the return slips from each order in the package to ensure proper processing.