How Returns & Exchanges Work
Initiate Request
Contact Customer Care within 7 days of delivery with your Order ID and reason for return or size exchange.
Doorstep Reverse Pickup
Our courier partner collects the package from your address within 2 to 4 business days of return request approval.
Inspection & Refund / Exchange
Upon quality verification at our hub, replacement size is dispatched or refund is initiated within 24 to 48 hours of returned item passing quality inspection.
1. Return & Exchange Eligibility Window
BrandX provides a customer-friendly return and exchange window within 7 days of delivery from the verified date of delivery.
Return or size exchange requests submitted after the designated return period cannot be accepted by our automated system.
To initiate a return or exchange, simply contact our support team or use the Contact Us page with your Order ID and contact details.
2. Product Condition & Packaging Requirements
To qualify for a return, refund, or size exchange, items must satisfy strict quality criteria:
• Unworn & Unwashed: The garment must be in its original, brand-new condition without signs of wear, fabric stretching, detergent scents, perfume odors, or makeup marks.
• Original Tags Attached: All original BrandX brand tags, price tags, and size labels must remain securely attached and untampered.
• Original Packaging: Items should be returned in their original polybag or branded box packaging along with the order invoice.
Items that fail quality inspection upon return will be sent back to the customer and will not be eligible for a refund.
3. Non-Returnable & Final Sale Items
For hygiene and personal health safety standards, certain product categories are non-returnable once packaging is opened: innerwear, socks, perfumes/colognes, and personal grooming accessories.
Items explicitly marked as 'Final Sale' or 'Clearance' on the product page are not eligible for voluntary returns, unless delivered in a damaged or defective condition.
4. Size & Variant Exchange Process
If you love the style but need a different size or fit, we offer size exchanges subject to inventory availability in the requested variant.
Once your exchange request is approved, our courier partner will collect the original garment. Following quality verification at our facility, the new size is dispatched promptly with fresh tracking details.
If your required size is out of stock, you may choose an alternative style, receive a full refund, or opt for store credit.
5. Order Cancellation Policy
You may cancel an order free of charge at any time before the package has been processed and dispatched from our fulfillment center.
To cancel an eligible order, contact BrandX Customer Care immediately via email or phone with your Order ID.
Once an order is handed over to the courier partner and an active Airway Bill (AWB) is generated, the shipment is in transit and cannot be cancelled. In such cases, you may accept delivery and initiate a standard return request, or inform our support desk.
For prepaid orders cancelled prior to dispatch, a 100% full refund is initiated immediately back to the original payment source.
6. Refund Eligibility, Modes & Settlement Timelines
Once your returned merchandise arrives at our fulfillment facility and passes quality verification, the refund is initiated within 24 to 48 hours of returned item passing quality inspection.
• Prepaid Orders (Debit Card, Credit Card, Net Banking, UPI): Refunds are credited directly back to the original source bank account / card through our authorized payment gateway (Razorpay and authorized PCI-DSS compliant payment aggregators). Standard bank processing takes 5 to 7 business days to reflect in original payment method (via payment gateway) to reflect on your bank or card statement.
• Cash on Delivery (COD) Orders: Refunds are processed via secure direct bank transfer (NEFT / IMPS / UPI) 3 to 5 business days via NEFT / UPI after verified bank account details are received after you provide verified account details, or issued instantly as store credit per your preference.
You will receive automated email and SMS confirmations as soon as the refund transaction is processed.
7. Damaged, Defective, or Incorrect Products Received
BrandX conducts rigorous quality checks before dispatching every garment. However, if you receive a manufacturing defect, damaged piece, or incorrect product/size:
1. Notify BrandX Customer Care within 48 hours of delivery.
2. Provide your Order ID and clear photographs showing the defect or incorrect item.
3. BrandX will arrange a prioritized, free reverse pickup and fast-track a replacement or full refund (including any shipping charges) at zero additional cost.
8. How to Request a Return or Refund
To initiate a return, size exchange, or cancellation request, please contact our support team through any of the following channels:
• Support Email: support@brandx.com
• Customer Care Phone: +91 1800-000-0000
• Operating Hours: Monday to Saturday: 10:00 AM – 7:00 PM IST
• Contact Page: /contact
• Registered Address: Main Market, Railway Road, Samalkha, Panipat, Haryana - 132101, India
Please mention your Order ID (e.g. BX-10294) and reason for assistance for expedited resolution.