Refund policy

Returns & Exchange Policy –  The Poppy Store

1. Eligibility & Timeframes

  1. Non–customized items are:
    -Eligible for return/exchange within 14 days from delivery if:                                    -Unused, tags and packaging intact,                                                                        -Item is damaged, misprinted, or significantly different from the order.
  2. Custom or personalized items are Non-returnable unless damaged, defective, or misprinted due to our fault.

    2. Initiating a Return or Exchange

    1. The issue needs to be reported within 24hrs of receiving the parcel. 
    2. Provide your Order ID, clear photos or unboxing video, and reason.
    3. Unboxing videos and images are required to verify damage.
    4. We’ll review and, if eligible, share return instructions.

    3. Shipping & Costs

    1. Damaged/misprinted items: Poppy covers return shipping.
    2. Change-of-mind or wrong size (non-defective): Return shipping is the customer’s responsibility. Exchanges require placing a new order at customer expense

    4. Refunds & Replacements

    1. Replacement: We'll send a new item after receiving and verifying the returned product.
    2. Refunds: Issued to the original payment method within 5–7 business days after receipt. COD refunds will be processed via UPI or account credit.
    3. Non-defective returns: No refund or exchange will be issued unless the product is damaged, misprinted, or incorrect.

    5. Lost or Undelivered Orders

    If a product is lost in transit, we will refund or replace once confirmed by the courier.
     For Return-to-Origin (undelivered), we’ll notify you—re-shipment can be arranged within 100 days, and return logistics may be chargeable.

    6. Legal Compliance & Transparency

    In line with the Consumer Protection (E‑Commerce) Rules, 2020, we clearly state:

    • Eligibility criteria,
    • Return timelines,
    • Refund procedures,
    • Country of origin (“Made in India”),
    • Contact information,
    • Grievance mechanisms via Poppy support or the eDaaKhil portal (law4u.in, freepressjournal.in, en.wikipedia.org).

    Summary Table

    Item Type

    Returnable?

    Timeframe

    Costs Covered

    Non-custom items

     Yes

    14 days

    We (damage), You (change of mind)

    Custom items

     No*

    —

    —

    Damaged/misprint items

     Yes

    7 days

    We cover everything

    Lost in transit

     Yes

    N/A

    We refund or replace

    RTO returns

    Yes

    100 days

    May incur re‑ship cost

    * Custom items are eligible only if damaged/misprinted.