At QOH, we believe in helping our customers have a fantastic shopping experience, and therefore have a liberal cancellation, exchange & returns policy.
We genuinely want to keep our customers happy with their purchase and believe that that's the only way to spread awareness about handcrafted products. We work with handcrafted material and since the making process is by hand, slight aberrations in textile, printing and sewing are bound to happen and cannot be considered as “damaged.”
While we photograph only in natural light and try our best to make sure that the colours shown on our website are accurate, actual colours will vary. The precise colour of the product may vary due to colour variability in computers, laptops, screen monitors, mobiles, tablets and or other devices. We have no liability if colours of the products do not match their display on the Site The product colours depicted should only be used as an approximate guide. Because all our products are custom made and cannot be returned, please make sure that you understand that colour variations are possible from our photography of the actual products.
- If you must cancel an order, please do so by email within 3-4 hours of placing the order as otherwise, the order may have been shipped or sent for production depending upon the product ordered.
- If you cancel your order before your product has shipped or has been sent for production, we will refund the entire amount.
Orders cannot be cancelled once they are shipped or have started production.
- Orders cannot be cancelled due to colour variations.
In case you are eligible for a refund, the refund will be processed in the same mode that the payment is received within 10-12 working days from the date of cancellation of order.
- All Online Payments will be refunded through our payment gateway to the same source from which the payment was made to us. The payment gateways typically take 10-12 days to credit your account.
- All payments received by Bank Transfers / Deposits will be refunded by NEFT / Cheque to the same account from which the payment was made to us.
- In case of Cash deposits in our Bank Account or Cash Payments at our Store, we will refund by Cheque in the name of the Customer in whose name the order was originally placed.
Return / Exchange Policy:
Only products which are received in damaged condition or have a genuine manufacturing defect are eligible for return and refund or exchange. Let us know & we’ll help you with the same.
Colour variations do not qualify as a manufacturing defect and are not eligible for return or exchange or refund.
- We have a strict quality control system in place. However, in a rare situation, if you find that the product you have received is damaged, you will have to send us an email to firstname.lastname@example.org stating the problem, photos of the damaged product and its code number within 24 hours of receiving the product.
- Once we receive your email, our quality control team will analyze your concern and consider your return request. Once that is done, we will let you know about the status of your request. While we will do our best to process your request at the earliest, please allow for 1-2 working days for us to reply to you.
- Once your return / exchange is approved, if you wish to exchange the product for another size in the same style, send us an email immediately to enable us to keep that piece aside for you. In case we do not have the required product or size, you can either choose another design in the required size, choose another product from the store or opt for a store credit code. Differential amount if any will be payable to us / refunded by us.
- Please do make sure that the product is returned to us in the condition you received it, with the tags intact. We do not accept returned products if the tags are cut off. Washed, used or ironed garments will not be accepted for return or exchange.
- Please pack the product(s) along with all the original tags, invoice, etc. in a water and tamper proof packaging before shipping. Please do not ship the product(s) in paper or cloth envelopes / packaging to avoid any damage as they tend to tear during shipping. Products damaged in return shipping will not be considered for the return/exchange.
- All return requests are subject to the discretion of the QOH Team.
The package may be opened by your local Customs / concerned Authorities to verify its contents. Such opening and repacking of the package will not qualify for replacement as "bad condition or damaged" goods.
In case you have received a damaged product, please write to us on email@example.com and we will guide you through the Returns/Exchange process for International Orders.
Apart from conditions reserved herein above, the following situations shall not be eligible for return or replacement:
- Where there is physical damage to the packaging / box but not to the product;
- Where the product is returned without all original packaging and accessories, including the retail box, price tags, description tags and/or all other items originally included with the product at the time of delivery;
- Where the product colour seems different from the colour as seen on the computer and/or any hand-held device.
- Where the product may have fitting issues due to incorrect size ordered.
- Where the product has been used, worn, washed or ironed.
Return Shipping Cost:
For Indian (Domestic) & International orders - We will bear the return shipping cost for all qualified products.
However, you will need to pay the courier company at the time of shipping. Once we receive and examine the package, we'll refund the full amount i.e. return shipping cost and damaged product cost accordingly.
If you want to return the products for any other unspecified and/or unqualified reason, you will have to pay the return shipping cost.
If the products are purchased during sales, offers and promotions, you will have to pay the return shipping cost.
Please send us an email (firstname.lastname@example.org) with any of your queries regarding the return shipping cost.