Refund policy

We want every order to feel like a confident decision, not a risk.

Here's everything you need to know about our returns and exchange process

Our Promise to You

Shopping online means you can't touch or try things before buying - we get that. That's why we offer hassle-free returns and exchanges within 2 days of delivery. If something doesn't work out, we'll do our best to make it right.

How Returns & Exchanges Work

Reverse pick-up: Once you schedule a return, we'll come to you. We offer a reverse pick-up service so you don't have to worry about logistics. A nominal fee of ₹100 is deducted from your refund to cover the courier cost - this keeps our prices fair for everyone instead of baking it into every order.

Two pick-up attempts: Our courier partner will try to collect the item twice. If both attempts are missed, we'll ask you to self-ship it to our warehouse and share the tracking details with us within 2–3 days. This is just to ensure the return gets processed without unnecessary delays for you.

Exchanges with other products: You can swap for any other product you like. If your requested item happens to be out of stock, we'll issue a store credit or gift card - so you still have full flexibility to use that value whenever you're ready.

Refunds: What to Expect

We process refunds within 3 days of receiving your returned item, after a quick quality check to make sure it arrived safely. Here's how the refund works based on your payment method:

Refund amount: Your refund = Order amount − any discounts applied − ₹100 reverse courier charge. Shipping and COD charges are non-refundable, as these are costs already paid to third-party logistics partners.

Please allow 5–7 banking days for the amount to reflect in your account after processing.

Keeping It Fair for Everyone

A few conditions help us maintain quality and keep things running smoothly for all our customers:

Items must be unused, unwashed, and have original tags intact. We inspect every return to ensure quality. We appreciate your understanding here.

One return or exchange per order. Once a decision is made (return or exchange), we're unable to revise it for the same order. Please take a moment to decide what works best for you.

Bodysuits are non-returnable. For hygiene reasons, we can't accept returns on this category - we hope you understand why this is necessary.

Products marked "Only Exchange Allowed" cannot be returned for a refund, but can be exchanged. If you exchange for something of lower value, the price difference comes back to you as store credit — applicable for both prepaid and COD orders.

B2G1 sale items, Clearance Sale, BOGO Sale are not eligible for returns. However, you can exchange them with any other products. Sale prices reflect significant discounts, and this policy helps us offer those deals in the first place.

OYELA may, at its discretion and without prior notice, change the products or categories to which this policy applies.

Received the Wrong Item, or Something's Missing/Damaged?

We're sorry if this happened - it's rare, but we take it seriously. Here's what to do:

• Record an unboxing video before opening any package. This is the most reliable way for us to verify such cases and resolve them quickly for you.
• Raise the issue within 24 hours of delivery via our WhatsApp support. Beyond 24 hours, we're unable to investigate reliably, as it becomes difficult to distinguish transit damage from post-delivery issues.

Similarly, if your tracking shows "Delivered" but you haven't received the package, please contact us within 24 hours so we can escalate it with the courier right away.

Cancellations

We can cancel your order before it's dispatched from our warehouse. Once it's shipped, the cancellation window closes - and we will not be able to cancel the order.

Self-Shipping (If Your Pincode Isn't Serviceable for Pick-up)

If we can't reach your location for a reverse pick-up, please courier the item to:

Oyela Technologies Pvt Ltd
Plot No. 7, Basement Floor, Tenon Ln, Electronic City,
Phase IV, Udyog Vihar, Sector 18, Gurugram, Haryana – 122016

Please ensure items are packed securely to prevent any loss or damage during transit. Write your Order ID and registered mobile number on the package, and use Speed Post if possible - it's widely available, government-operated, and reliable. We'll reimburse up to ₹100 in shipping charges as store credit for eligible orders.

Need Help?

Our support team is available Monday to Sunday, 10 AM – 7 PM on WhatsApp. All pending queries are prioritised the next day. We're here to help — don't hesitate to reach out.