Refund policy

At Gulmal, we believe in responsible fashion and responsible service, each order is checked thoroughly before dispatch, but in case something doesn’t go as expected, we offer fair return and exchange options to support you.

General Conditions for Returns and Exchanges

To be eligible for a return or exchange, items must meet the following conditions:

  • Requested within 7 calender days of delivery.
  • Unused and in original condition: Unworn, unwashed, free of odors, stains, or damage
  • Original packaging and tags: Must include all tags, labels, etc. 

How to return or exchange:

  • Contact us: DM us on our Instagram handle @gulmal.in or WhatsApp +91-9993054345 (Monday–Saturday, 10 AM–5 PM IST) with your order number and reason for return/exchange. We aim to respond within 24 hours.
  • Shipping options:
    • Reverse pickup: Request a pickup arranged by us for a ₹100 fee, deducted from any store credit issued (not applicable for exchanges).
  • Non-compliant items: If items do not meet the above conditions, they will be returned to you at your expense or held for 30 days before disposal if unclaimed.
  • Incomplete requests: Returns/exchanges must be initiated and completed (item picked up or dispatched by customer) within 7 calendar days of delivery. Any pickup delays due to customer unavailability will be considered incomplete requests.

     

Exchanges

We offer only one size exchange per item within 7 days of delivery for eligible clothing items. Repeated exchange requests will not be accepted. Exchange orders are placed upon pick up of your return. Limited stock may lead to unavailability of your chosen product; our team will contact you for an alternative in such cases. All approved exchanges/replacements will be completed and delivered within 15 business days.

Returns

We do not offer cash refunds. Refunds are only made in terms of a Store Credit (post deducting a nominal fee of ₹100, applicable in case of Gulmal-arranged reverse pickups covering up to 2 items) with 1-year validity upon return of eligible items, subject to approval and quality check. To check eligibility, please contact us within 7 days of delivery.

In case of a damaged, defective, or missing item, please email us at hello@gulmal.in or WhatsApp within 2 days of receiving your order. We will require:

  • Clear photographs of the item(s)
  • A photo of the parcel packaging it was received in
  • Your order number and contact details

We will investigate and offer a suitable resolution based on the situation. Once the refund is approved , it will be credited to the original payment method within 3-5 business days. Please feel free to mail us at hello@gulmal.in if you have any questions. This process may take 10–15 business days. Please note that claims raised beyond the 2-day window cannot be accepted. Items must remain unused and unwashed during this time. Post-usage claims will not be accepted. Incomplete or unclear damage claims (e.g., missing or unclear photos) may be rejected. Claims must include proper documentation to be considered. Misprints and colour differences from website images are not considered damaged products. We only sell handcrafted products and these are all signs of authenticity. The company holds the authority to make the final decision in any case.

Sale & Discounted Items

  • Items purchased at up to 20% off (including cart-level discounts or automatic offers) are eligible for exchange or store credit (subject to size availability).

Items Not Eligible for Return, Refund or Exchange

The following are not eligible for return or exchange:

  • Worn, washed, stained, or altered items
  • Items without original packaging or tags
  • Items showing any signs of wear (including makeup, body odor, perfume)
  • Made-to-measure or customized items
  • Items purchased as part of bundled offers, sales or discounts above 20%
  • Orders refused, undeliverable due to incorrect/incomplete address, or unclaimed after two delivery attempts

Shipping & Charges

  • Reverse pickup (if arranged by us) would require a ₹100 return shipping fee (covers up to 2 items in the same return), deducted from store credit if issued. If the customer ships the item: please use a reliable courier and share the tracking ID. Please remember that the financial responsibility for the return is yours until the item reaches us, therefore, we recommend that you only use a reputed delivery service. You are responsible for ensuring that the items received by us are not damaged in transit
  • We bear the cost of second delivery in case of exchanges
  • COD charges are non-refundable

Cancellations

Incase there is an order cancellation, please do so before it is shipped. Shipping charges are non-refundable once the order is dispatched. If cancelled post shipping, Rs.180 will be deducted from the order value. 

Store Credit

  • Shared once the order reaches us
  • Issued when an exchange is not possible or a return is accepted
  • Valid for 365 days from the date of issue
  • Non-transferable
  • Orders placed using a Store Credit are not eligible for any Returns
  • Shipping costs will not be credited back in any case
  • Valid during sales and can be applied to discounted items, unless stated otherwise on specific promotions

Gulmal reserves the right to refuse returns or exchanges that do not meet our policy terms or where misuse of the policy is suspected.

Need Help?

We’re always just a message away.

Email: hello@gulmal.in
WhatsApp/Phone: +91-9993054345
Support Hours: Monday to Saturday, 10 AM – 5 PM