Last updated: 12 August 2026
This policy sets out the only circumstances in which a return, exchange, replacement or refund is available on Siytara, and how each is processed. It should be read together with our Cancellation Policy and Terms & Conditions. Raising a request outside what is described below does not entitle you to a return, exchange or refund.
1. Orders Cannot Be Cancelled After Confirmation
Once payment on an order is confirmed, the order cannot be cancelled by the customer, at any stage — see our Cancellation Policy. Siytara may still cancel an order on its own initiative (for example, a stock or pricing issue on our side); in that case the full amount is always refunded automatically.
2. Wrong, Damaged or Defective Items
If an item you receive is wrong, damaged, or defective, you are covered — this is the one situation where a return, replacement or refund is always available, regardless of the product's individual return or exchange setting.
How to raise it: either (a) email us with your Order ID, a description of the issue, and clear photographs of the item and its packaging (an unboxing video helps if available), or (b) raise a support ticket from our Contact page, selecting "Product quality / damage," with your Order ID and the same details.
Time limit: this must be raised within seven (7) days of delivery. Requests raised after this window will not be accepted, so please inspect your order promptly on arrival. A support ticket for this category will be rejected by our system automatically once seven days have passed since delivery.
Outcome: once verified, we will at your election either dispatch a replacement of the same item, or issue a full refund of the amount paid for that item together with any delivery charge attributable to it.
3. Change of Mind
Returns for a change of mind — you simply no longer want the item, ordered the wrong size, or found it cheaper elsewhere — are not available by default. A change-of-mind return is only possible where the specific product's page indicates that it is eligible for return; this is set individually per product and shown on the product page. If a product's page does not indicate return eligibility, change-of-mind returns are excluded entirely for that product and no request will be accepted.
4. Exchange
Exchange (swapping an item for a different size, colour or variant of the same or a comparable product) is available only where the specific product or its category is marked as exchange-eligible; this is also set individually per product and shown on the product page. Where a product is not marked exchange-eligible, exchange requests for that product will not be accepted. Where a product is exchange-eligible, raise a request the same way as described in Section 2, selecting the appropriate category, within the timelines stated above where the exchange is related to a wrong, damaged or defective item; otherwise within any window separately stated on the product page.
5. How Refunds Are Processed
All refunds are issued only to the original payment method used at checkout — the same UPI ID, card, net banking account or wallet the payment came from — through our payment gateway partner, Cashfree. We do not issue refunds in cash, by cheque, or to any account, card or UPI ID other than the one used for the original payment, under any circumstances. Once a refund is initiated by us, the credit ordinarily reflects in your account within five (5) to seven (7) business days; the exact timeline is determined by your bank or card issuer and is outside our control. You will receive an email confirming the refund reference and amount as soon as it is initiated.
6. Partial Refunds
Where an order contains multiple items and only some are affected, a refund is issued only for the affected items. Delivery charges are refunded in full only where the entire order is cancelled by us, or where the entire order is found to be wrong, damaged or defective.
7. Circumstances in Which No Return, Exchange or Refund Is Available
No return, exchange, replacement or refund will be provided in any of the following circumstances: change of mind on a product not marked return-eligible; an exchange request on a product not marked exchange-eligible; minor variations in colour, shade, texture or finish attributable to screen calibration or product photography; damage arising from misuse, neglect, unauthorised repair or improper handling after delivery; a wrong/damaged/defective claim raised after the seven (7) day window in Section 2; and items expressly identified as non-returnable on their product page.
8. Failed or Refused Deliveries
Where delivery fails because the address supplied was incorrect or incomplete, because delivery was refused, or because the recipient was unavailable on repeated attempts, we reserve the right to deduct the actual courier charges incurred from any refund otherwise due.
9. Raising a Request and Response Time
Raise any return, exchange or refund request as a support ticket from our Contact page (quoting your Order ID), or by email with your Order ID. Our support team replies within twenty-four (24) to forty-eight (48) hours. A support ticket cannot be raised again for the same order while an earlier ticket for that order is still open — please wait for it to be resolved and closed first.
10. Your Statutory Rights
Nothing in this policy limits or excludes any right or remedy available to you under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law — including in respect of goods that are defective, deficient, or materially different from what was advertised. If you believe your statutory rights are not being met through the process above, escalate to our Grievance Redressal Team using the details on our Terms & Conditions page.
11. Fulfillment by Third Parties
Some products on Siytara are fulfilled directly by us, and others through third-party fulfillment or procurement partners. Regardless of who fulfils your order, this policy applies in full, and Siytara — not the fulfillment partner — remains responsible for honouring it.