We endeavour to ensure that every transaction at our website is seamless. At TheBurntSoul, we take great care in delivering our products and adhere to the highest quality standards. If you are not happy with your purchase, please see the options for returning or exchanging any of the items.
Is my order eligible for refund , return and how do I process the same ?
- If an incorrect size or product has been delivered to you i.e. the product does not match the item in the order confirmation email.
- If the product you have received has a genuine quality/manufacturing defect. If you feel the product is damaged or has a manufacturing defect, please do photograph this as soon as you have opened the packaging.
If your purchase meets our refund criteria stated above, please contact us within 24 hours of delivery with the following information:
Order number, Contact Name, Mobile number, specific reason for return, Also, in case of a defective or incorrect product, please send us an image of the product within 24 hours of receiving the product. We will not be able to process any refund if you fail to send image of defective or wrong product within 24 hours.
ou may contact us via email at email@example.com or call our customer care at +91-7827759640, 011-41087043 from Monday to Saturday, between 10.30 am to 5.30 pm (IST). We will look into the issue and respond to you within 48 working hours.
We will inspect and if all found fair , we will immediately process the return pick up. Once return received , we will process the refund back .
The whole process can take up to 10-20 days.
International Orders are not eligible for returns or refunds.
NOTE :- Any case other than above , we can only exchange or provide credit note.
What if I need a different size in the same clothing style I have purchased?
Please refer to the size chart before you make a purchase, and in case you are confused about your size, do write to us at firstname.lastname@example.org or chat online with us or call or WhatsApp us at +91-7827759640, 011-41087043.
If you would like a different size in the same style of clothing that you have purchased, you will need to go through the following steps:
- Contact us to schedule a reverse pick-up.
- Once the unused product is received at our end, we will issue you a credit note (after deducting the applicable shipping charges) (you can email or call us to know the exact charges).
- You can then use the credit note to place a new order and choose the correct size.
Can I exchange a customized Product?
No, customized/made to measure products are not eligible for exchange/return. Please make sure you provide the correct measurements while getting the product(s) customized as per your requirements.
In case you need any assistance or help, do write to us at email@example.com or chat online with us or call or WhatsApp us at +91-7827759640, 011-41087043.
Can I exchange the product if I don’t like it?
You can still exchange the product, but make sure you follow the details below:
- Contact us to schedule a reverse pick-up. Please email us with your order number, contact name, and number and specify the reason for the return.
- Please make sure you have the return slip with you, if not, please email us for the same. You will need to fill the details on return slip and stick on the package before we arrange a reverse pick-up
- Once the item dispatched from your end reaches our warehouse, we will inspect the condition of the product. If the product is found unused, we will issue a credit note after deducting applicable shipping charges and COD charges.
- You can email us at firstname.lastname@example.org or call or Whatsapp us on +91-7827759640, 011-41087043 to know the exact amount of credit note you are eligible for.
If I have purchased a product from Sale/discounted items, can I still exchange the size or complete product?
Please note that size exchanges or product exchanges will not be possible if the product is purchased from discounted/sale items.
Can I exchange or return the used piece?
Clothes that show signs of wear and/or being worn before will not be eligible for returns or exchanges.
When will I receive the exchanged item?
Once the item dispatched from your end reaches our warehouse, we will inspect the condition of the product. If the product is found unused, the replacement product will be shipped out to you and will reach you in our standard delivery time i.e. 7-14 business days for domestic shipments.
Can I exchange the exchanged product I received?
If a piece is exchanged once, it cannot be exchanged the second time.
When will I receive my credit note?
- Once our team conducts a quality check at our warehouse, we will offer you a credit note.
- If your purchase is eligible for a free return or exchange as explained above, the credit note will also include the proportionate shipping charge.
- The credit note will be valid for 3 months from the date of issuance.
- A credit note for any returns or exchanges will only be sent to the registered email address or the email address used to make the purchase.
- Replacements will be offered based on the availability of the product. If we don’t have the replacement product, we’ll be happy to offer you a credit note.
How can I use my credit note? and what are the terms and conditions for the credit note?
- To redeem the credit note, please email us at email@example.com. Please mention the credit note number and also mention which product you want against the credit note. We will then manually create your order or will call you and guide you to make new order using the credit note on our website www.theburntsoul.com
- Full credit note amount will be adjusted against one single new order and balance left cannot be carried forward to a new credit note. You will not be able to split the credit note amount for two new orders.
- If the price for the new item selected is more than the credit note amount, you can pay the balance by credit card, online bank transfer, PayPal or Paytm.
Can I exchange home, accessories or gifting products?
No, we are unable to entertain returns or replacements for these.
Is my international order eligible for exchanges or returns?
- International orders are not eligible for exchanges or returns.
- Please email us at firstname.lastname@example.org to understand more about this.