3.1 General

We want you to love what you order from Raelume. This Policy sets out the terms on which returns,
exchanges, refunds, and cancellations are processed. Please read the category-specific terms below
carefully, as eligibility differs for ready-to-ship and made-to-order/customised products.

3.2 Return and Cancellation Policy for Ready-to-Ship Orders

All ready-to-ship orders within India are eligible for return within 2 days of receipt of the order. All
tags should be intact and the garment should be returned in the same condition. Refund against the
return shall be processed within 7–10 business days once the garment has been received at the Raelume studio and passed the quality check.
Ready-to-ship orders from outside India are not eligible for return.
Cancellation of ready-to-ship orders cannot be processed after 24 hours from the time of placing the
order.

3.3 Made-to-Order / Customised Products

Products that are made-to-order, customised to your measurements, or altered at your request are
final sale and are not eligible for return, exchange, or cancellation once production has commenced,
except where the product is found to be defective or materially different from what was ordered.

3.4 How to Initiate a Return

To initiate a return, please:
• Visit https://www.raelume.com/returns , log in then fill out the form and our team will contact you. 
• Ensure the garment is unworn, unwashed, unaltered, and returned with all original tags,
packaging, and invoice intact.
• Pack the item securely and hand it over to the courier partner arranged by us, or as instructed
by our support team.

3.5 Quality Check and Refunds

Returned garments are inspected on receipt at our [warehouse/facility name and location]. Items
that do not meet the conditions above (tags removed, signs of wear, altered, damaged, or missing
components) will not be accepted for return, and will be shipped back to the customer at their cost.
Refunds for approved returns are processed to the original mode of payment within 7–10 business
days of the return passing quality check, unless a different timeline is specified at checkout for a
particular payment method.

3.6 Exchange Policy

[Insert exchange terms if offered, e.g. size exchange window, whether exchange is subject to stock
availability, and whether a price difference applies. If exchanges are not offered, state: “We

currently do not offer exchanges; eligible items may be returned for a refund and repurchased
separately.”]

3.7 Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within [e.g. 48 hours] of
delivery with photographs of the product and packaging at [support email]. Upon verification, we
will offer a replacement, exchange, or full refund, including return shipping costs, at our discretion.

 

3.8 International Orders

As set out above, ready-to-ship orders shipped outside India are not eligible for return. Any
additional terms applicable to international orders, including customs duties, taxes, and shipping
charges, are the responsibility of the customer unless stated otherwise at checkout.

 

3.9 Cancellations

Cancellation requests for ready-to-ship orders must be made within 24 hours of placing the order, by
writing to us at [support email] or [support phone number]. Orders cannot be cancelled once they
have been shipped; in such cases, the standard return process (Clause 3.2) will apply where eligible.

 

3.10 Refund Method

All approved refunds are credited to the original mode of payment used at the time of purchase. For
prepaid orders, refunds are processed to the source account/card; the time for the amount to
reflect may vary depending on the customer, bank or payment provider.

3.11 Contact for Returns, Refunds, and Cancellations

For any queries relating to this Policy, please contact us at studio@raelume.com

Monday to Friday, 11AM - 6PM