Refund & cancellation policy

• ·Before dispatch — cancel free of charge by calling +91 99995 05174 or writing to TODO — e.g. support@thedwarkastore.com. Orders are usually picked and packed the same working day, so call early.
• ·After dispatch — the order cannot be cancelled, but you can refuse it at the door or return it under the section below.
• ·We may cancel an order ourselves if an item turns out to be out of stock, if the delivery address falls outside Dwarka, New Delhi, or if we cannot reach you on the number given. You are told why, and a prepaid order is refunded in full.

The first exchange on any order is free — no delivery charge either way. Ask for it within 7 days of delivery and we will bring the new size and collect the old one on the same visit. Later exchanges on the same order carry the standard ₹49 delivery charge.

Return any unworn item within 7 days of delivery. The item must be unwashed, unaltered, free of marks, and carry its original tags.

These cannot be returned, because we cannot resell them:

• ·Items altered on your instructions — shortened trousers, taken-in waists, adjusted hems.
• ·Items customised with a child's name, house or roll number, whether embroidered or printed.
• ·Innerwear, socks and swimwear, once the pack is opened, for hygiene reasons.
• ·Items that have been worn, washed, or damaged after delivery.

None of this applies if the fault is ours. A defective, damaged, wrong or misdescribed item is taken back and refunded or replaced in full, whatever its category and whatever the tags look like — that is your right under the Consumer Protection Act, 2019, and nothing in this policy limits it.

Once the returned item reaches the shop and is checked — usually the same day it is collected — the refund is approved and sent. It reaches you in 5–7 business days.

• ·UPI and card payments — refunded to the same account or card used to pay, through our payment partner Razorpay. We cannot send it anywhere else; this is an RBI requirement, not our preference.
• ·Cash on delivery — refunded by UPI or bank transfer to an account you nominate. The ₹20 COD handling fee is not refunded, because the collection has already happened.
• ·Delivery charges — refunded along with the item when the return is our fault, and retained when it is a change of mind.

Banks and card issuers add their own settlement time on top of ours. If the money has not appeared 5 to 7 business days after we confirm the refund, call us with your order number and we will send you the payment reference to give your bank.

Contact our grievance officer, TODO — a real person, usually the proprietor, at TODO — e.g. grievance@thedwarkastore.com or +91 99995 05174. Complaints are acknowledged within 48 hours and resolved within one month. You may also take a complaint to the National Consumer Helpline on 1915 or to consumerhelpline.gov.in at any time.