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

1.1 Agreement to Terms
By placing an order on the Naidu Hall platform, you agree to the terms outlined in this policy.

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) ₹99 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 99 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.

    • Fashion Lingerie & Accessories:
      This includes items such as fashion bras, 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

We’re always here to help:
  • 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

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.