Return, Refund and Exchange Policy 

At Poetrique, your satisfaction truly matters to us. While we take great pride in the craftsmanship and quality of our products, we understand that sometimes things may not feel right. In such cases, we aim to make returns and exchanges as simple and fair as possible. 

Delivery issues 

Important: 48 Hour Reporting Window
 

If your order arrives damaged, incorrect, incomplete, or appears tampered with, please inform us within 48 hours of delivery. 

To help us assist you efficiently, we request: 

  • A clear unboxing video recorded from all four sides of the package. 
  • Supporting images clearly showing the issue.
  • The AWB number visible in the video or images.

This information is required for us to raise a claim with our logistics partner.

Requests raised after 48 hours will not be eligible for investigation, replacement, or refund. 

Eligibility for returns, exchanges and refunds 

  • Returns and exchanges are accepted within 7 days of delivery 
  • Items must be unused, unworn, unwashed, unaltered, and returned in the original zip lock poly bag along with the garment 
  • The outer box is not required for return pickup 
  • All tags, labels, and barcodes must be intact. Any tampering will result in quality check rejection 

All returned items must pass quality inspection, ensuring: 

  • No stains or marks, including makeup, deodorant, oil, or sweat 
  • No perfume or body odour 
  • No fabric or trim damage 
  • No broken stitches, tears, or pulled threads 
  • No alterations or stretching 

One size or colour exchange is allowed per order, subject to availability. 

Products purchased during clearance or EOSS sales, as well as gift cards, are not eligible for returns or refunds. 

If a reverse pickup attempt fails due to customer unavailability, processing timelines may be affected. 

If your PIN code is not serviceable for reverse pickup, you will be required to self ship the product to our warehouse. Our support team will guide you through the process. 

Multiple eligible items from the same order may be returned together. 

Refunds for prepaid orders

  • Refunds are issued to the original payment method. 
  • Once the returned product passes quality check, refunds are initiated within 2 to 3 business days. 
  • Depending on your bank or payment provider, the amount usually reflects in your account within 7 to 10 business days. 


Please note: Shipping charges are non-refundable in case of returns.

Refunds for COD orders 

  • Bank account details must be shared at the time of return request. 
  • Refunds are initiated within 2 to 3 business days after quality check. 
  • The amount typically reflects in your account within 10 business days. 

Return pickup and processing 

  • Reverse pickups are arranged within 1 to 3 business days after your request. 
  • It generally takes 5 to 7 business days for the product to reach our warehouse. 
  • Refunds or exchanges are processed only after the product successfully clears quality inspection. 

Order cancellation 

Orders can be cancelled only before they are shipped. 

Once an order has been shipped or is in transit, cancellation is not possible. In such cases, you may: 

  • Place a return request after delivery, or 
  • Choose not to accept the order at the time of delivery. 

Poetrique reserves the right to cancel orders due to unforeseen reasons such as stock unavailability, payment issues, or quality concerns. If this happens, you will be informed, and any prepaid amount will be refunded promptly. 

 

How to initiate a return or exchange through the website 

  • Log in to your account and go to the Orders or Returns section. 
  • Select the relevant order and click on 'Start a Return or Exchange'. 
  • Enter or confirm the Order ID and select the reason. 
  • Upload images or videos as required. An unboxing video is mandatory for damaged or incorrect items. 
  • Choose your preferred option:
  • Exchange, subject to availability 
  • Return with refund or store credit selection. 

Once the product reaches our warehouse and passes quality check, your selected option will be processed. 

 How to initiate a return or exchange through email support 

Write to hello@poetrique.com with:

  • Your Order ID 
  • Reason for return or exchange 
  • Clear images or videos showing that the product is unused and in original condition 
  • Unboxing video if the item is damaged or incorrect 

Our team will guide you through the next steps and arrange pickup where applicable. 

 

Need help or have questions? 


We are always here for you. 

Phone: +91 7411934848 
WhatsApp: +91-7411934646 
Email: hello@poetrique.com 

Available Monday to Saturday, 10 AM to 7 PM IST.

We want your experience with Poetrique to feel thoughtful, fair, and effortless.
Always.