At QAALI, we want you to love every piece you receive. Since our collections are produced in limited quantities, we follow a clear return and exchange policy to ensure a smooth experience for both our customers and our team.

Please read the following policy carefully before placing your order.

1. Return Policy

Return Window

Return requests must be raised within 3 days of delivery of the order.

Requests raised after this period may not be accepted.

Return Eligibility

To be eligible for a return:

  • The product must be unused and unworn.
  • The product must not have been washed, altered, ironed excessively, stained or damaged.
  • All original tags, labels and packaging must be intact.
  • The product must be returned in the same condition in which it was delivered.
  • Products showing signs of wear, perfume/deodorant marks, makeup, stains or other damage caused after delivery will not be accepted.

QAALI reserves the right to reject a return if the product does not meet these conditions.

Return Charges

A ₹199 return/reverse-shipping charge will be deducted from the Store Credit issued for an eligible return.

Refund / Store Credit

QAALI does not provide monetary refunds to the original payment method for eligible customer-initiated returns.

Once the returned product reaches our warehouse and successfully passes our quality check, the eligible amount will be issued as QAALI Store Credit.

The Store Credit will be sent to the customer’s registered contact details.

2. Store Credit

Store Credit can be used towards a future purchase on the QAALI website.

Store Credit Terms

  • Store Credit is valid for 12 months from the date of issue.
  • Store Credit cannot be exchanged for cash or transferred to another person.
  • Store Credit may be used for future purchases subject to the terms applicable at the time of redemption.
  • If the value of the new order exceeds the available Store Credit, the remaining amount may be paid using the available payment options.
  • Store Credit cannot be combined with certain promotional codes or offers where specifically restricted.
  • Orders placed entirely using Store Credit are not eligible for a further return or exchange, except where required for a defective, damaged or incorrect product.

3. Size Exchange Policy

We understand that finding the right fit online can sometimes be tricky. QAALI therefore offers size exchanges subject to availability.

Exchange Window

Exchange requests must be raised within 3 days of delivery.

Exchange Eligibility

The product must:

  • Be unused and unworn
  • Be unwashed and unaltered
  • Have all original tags and labels attached
  • Be returned in its original condition and packaging

Products with stains, makeup marks, perfume/deodorant marks, damage or signs of wear will not qualify for exchange.

Exchange Availability

There is no exchange fee for a size exchange.

All exchanges are subject to stock availability.

If the requested size is unavailable, QAALI may offer:

  • An alternative available size, or
  • QAALI Store Credit for the eligible value, as applicable.

4. Second Exchange

Only one size exchange per order/product is permitted.

A second exchange for the same product is strictly not permitted under any circumstances.

Customers are requested to carefully select their required size when placing an exchange request.

5. Wrong Product, Damaged Product or Manufacturing Defect

If you receive:

  • The wrong product
  • The wrong size due to a QAALI fulfilment error
  • A damaged product
  • A product with a manufacturing defect

please contact us within 48 hours of delivery with clear photographs/videos of the product and packaging.

In such cases, QAALI will review the issue and, where the issue is confirmed to be attributable to QAALI, provide an appropriate resolution such as a replacement or Store Credit.

No return or exchange fee will be charged when the issue is confirmed to be a QAALI fulfilment or manufacturing error.

Customers are advised to inspect their order as soon as it is delivered.

6. Non-Returnable / Non-Exchangeable Products

The following products are not eligible for return or exchange unless they arrive damaged, defective or incorrect:

  • Products specifically marked as non-returnable
  • Customised or personalised products
  • Products that have been altered at the customer’s request
  • Products that have been worn, washed, damaged or otherwise used
  • Products returned without original tags or labels

Sale and promotional products are subject to the specific terms displayed at the time of purchase.

7. Sale & Discounted Products

Products purchased during a sale or promotional offer may have different return and exchange conditions.

Unless otherwise stated on the product or promotion page:

  • Sale products are not eligible for return.
  • Size exchange may be available subject to stock availability.
  • There is no exchange fee for an eligible size exchange.
  • Products received damaged, defective or incorrectly will remain subject to the applicable customer-protection remedies.

Please check the terms displayed during the sale before placing your order.

8. Failed Pickup

Once a return or exchange request is approved, a pickup will be arranged through our courier partner.

If the courier is unable to complete the pickup after reasonable attempts due to courier-related issues or service availability, QAALI may request the customer to self-ship the product to the address provided by our customer support team.

The product must be securely packed and sent in accordance with our return instructions.

For an approved case where the failed pickup is attributable to the courier, QAALI may reimburse reasonable self-shipping costs for eligible exchanges, subject to prior approval and submission of valid shipping proof.

9. Quality Check

All returned products are subject to a quality inspection at our warehouse.

Store Credit or an exchange will only be processed after the returned product has been received and verified to meet the eligibility requirements.

If the product fails the quality check because it has been used, washed, damaged, altered or returned without the required tags/packaging, QAALI may reject the return or exchange.

In such cases, the product may be shipped back to the customer.

10. Return & Exchange Processing Time

Once the returned product reaches our warehouse, please allow approximately 7–12 working days for quality checking and processing.

The actual delivery/pickup timeline may vary depending on courier service and location.

Updates regarding the return or exchange will be communicated through the contact details provided with the order.

11. Order Cancellation

Orders can be cancelled only within 1 hour of placing the order.

After the 1-hour cancellation window, the order may enter processing and cannot be cancelled.

To request cancellation, please contact QAALI customer support within the 1-hour cancellation window.

12. Failed Delivery / Return to Origin

If an order is returned to QAALI because of an incorrect address, repeated delivery failure, refusal to accept the package, or other reasons attributable to the customer, any re-shipping or applicable logistics costs may be payable by the customer before the order is re-dispatched.

For prepaid orders that are returned to origin, the applicable resolution will be handled in accordance with QAALI’s cancellation and store-credit/refund terms.

13. Important Conditions

Please keep the following in mind:

  • Please record an unboxing video whenever possible, especially for reporting damage, missing items or incorrect products.
  • Claims relating to missing, damaged or incorrect products may require photographic/video evidence.
  • QAALI is not responsible for damage caused after delivery due to improper handling, washing, alterations or wear.
  • Exchange and return approvals are subject to the eligibility requirements stated above.
  • QAALI reserves the right to refuse requests that do not comply with this policy or where there is evidence of misuse of the return/exchange process.

14. Customer Support

For return, exchange or order-related assistance, please contact QAALI through the customer support details provided on our website.

When contacting us, please include your order number and the registered phone number/email address associated with the order.

We aim to resolve every genuine concern fairly and efficiently.

Thank you for choosing QAALI ♡

We appreciate your support for our small business and thank you for understanding our policies, which help us maintain the quality of our products and keep our collections sustainable.