Refund & Cancellation Policy

At Sunsetory, we strive to ensure you are completely satisfied with your purchase. Our Refund & Cancellation Policy is designed to be fair, transparent, and compliant with Razorpay's payment gateway standards, RBI regulations, and Indian consumer protection laws.

1. Pre-Shipment Order Cancellation

Cancellation Window

You may cancel your order before it is dispatched/handed to the courier.

How to Cancel

• Contact us via email at support@nightpetal.shop or phone at +91 81337 42345
• Provide your Order ID and cancellation reason
• We will confirm cancellation within 24 hours

Cancellation Refund

• 100% refund will be initiated within 24–48 hours of cancellation approval
• Refund will be credited to your original payment source (same card/UPI/bank account/wallet used for purchase)
• Please see the Refund Timeline section for when the money reflects in your account

2. Product Returns

Return Eligibility Window

Return Period: 7 calendar days from delivery date

To be eligible for a return, your item must meet ALL of the following conditions:

• ✅ Unused & Unwashed: Item must be in unused, unwashed condition
• ✅ Original Tags Intact: All original tags must be attached and not removed
• ✅ Original Packaging: Item must be in original, undamaged packaging
• ✅ No Signs of Wear: No visible wear, damage, odor, or alterations
• ✅ Complete Set: All accessories and items that came with the product must be included

Non-Returnable Items

The following items CANNOT be returned or exchanged:

• ❌ Innerwear, socks, swimwear (due to hygiene reasons)
• ❌ Items with missing or tampered tags
• ❌ Worn, washed, or stained items
• ❌ Items with visible damage or odor
• ❌ Items purchased on Final Sale or Clearance (if marked)
• ❌ Custom or personalized items

Return Process

1. Step 1 - Contact Us: Email us within 7 days of delivery with:
   • Order ID
   • Reason for return
   • Photos of the item (with tags visible)
2. Step 2 - Return Authorization: We will review and send you a return shipping address and label (if approved)
3. Step 3 - Ship the Item: Pack securely and ship to the provided address using a trackable courier
4. Step 4 - Inspection: We inspect the returned item for eligibility
5. Step 5 - Refund Initiation: Upon approval, we initiate your refund (see Timeline section)

Return Shipping Responsibility

3. Damaged, Defective, or Wrong Item

Reporting Timeline

If you receive a damaged, defective, or wrong item, contact us within 48 hours of delivery.

What to Provide

• Your Order ID and item name
• Clear photographs/videos showing the damage or defect
• Unboxing video (preferred) showing the condition as received
• Description of the issue

Resolution

• We will investigate your claim within 24–48 hours
• If verified, we will offer either:
  • ✅ Free replacement shipped at our cost, OR
  • ✅ Full refund with free return shipping
• Return shipping is covered by us for damaged/defective items

4. Exchanges

Exchange Eligibility

You can request an exchange for:

• ✅ Wrong size (if we sent incorrect size)
• ✅ Wrong color (if incorrect color was sent)
• ✅ Defective item (quality issues)

Exchange Process

• Item must be in the same condition as returns (unused, with tags)
• Contact us with Order ID and exchange reason
• Return the original item (free return shipping provided)
• We will send the exchanged item once we receive and inspect your return

Price Difference

• If exchanged item costs LESS: We will refund the difference
• If exchanged item costs MORE: You must pay the additional amount

5. Refund Process & Payment

Refund Method

All refunds are processed to your original payment source (the same card/UPI/bank account/wallet used for purchase). This is known as source refund and is mandated by RBI to prevent chargebacks and fraud. We do NOT process cash refunds or checks.

Refund Types via Razorpay

• Normal Refund: Amount is refunded within 5–7 working days
• Instant Refund: Amount is refunded almost immediately (subject to availability)

Refund Initiation Timeline

After your return is approved:

• We inspect and verify your returned item
• Upon approval, we initiate refund within 5–7 business days
• You will receive a refund confirmation email with transaction ID (ARN/RRN)

Refund Processing by Payment Method

6. Important Refund Information

Razorpay Payment Gateway Compliance

All refunds are processed through Razorpay Software Private Limited, our payment gateway partner. Razorpay ensures:

• ✅ PCI DSS Level 1 Compliance: Highest level of payment security certification
• ✅ RBI Regulated: Licensed Payment Aggregator under Reserve Bank of India
• ✅ Source Refunds: Money is always refunded to the original payment method used
• ✅ ARN/RRN Tracking: Every refund comes with a unique reference number for tracking
• ✅ Encrypted Processing: All refund data is securely encrypted end-to-end

What Can Delay Refunds?

• Bank processing delays (especially over weekends/holidays)
• Account status changes (closed/frozen account)
• Bank system maintenance
• International payment methods (may take longer)
• Chargebacks or disputes filed with the bank
• Normal refunds for payments older than 6 months may fail

Refund NOT Received?

If your refund hasn't appeared after the expected timeline:

1. Check with your bank: Contact your bank to confirm refund status using ARN/RRN
2. Provide proof: Email us your refund confirmation and transaction ID
3. We investigate: We will check with Razorpay for the refund status
4. Escalation: If still unresolved, we'll escalate to Razorpay and your bank
5. RBI Ombudsman: For persistent issues, you can file a complaint with RBI Ombudsman

Failed Refunds

In rare cases, a refund may fail due to customer's account or bank-related issues. If this happens:

• We will attempt to contact you within 48 hours
• We may re-initiate the refund or offer alternative solutions (store credit, re-shipment, etc.)
• You may need to contact your bank to resolve account issues

7. Disputes & Chargeback Policy

What is a Chargeback?

A chargeback occurs when you file a dispute with your bank claiming a transaction was unauthorized or fraudulent.

Razorpay's Chargeback Prevention

Razorpay only processes source refunds, meaning money is refunded to the exact payment method used. This prevents chargebacks by ensuring:

• Credit card refunds go back to the same credit card
• UPI refunds go back to the same VPA (Virtual Payment Address)
• Every refund has a UTR (Unique Transfer Reference) as proof

Our Chargeback Process

• If you file a chargeback with your bank, Razorpay will notify us
• Do NOT file a chargeback if you have initiated a return/refund request with us
• Filing chargebacks can delay legitimate refunds
• We have the right to defend against chargebacks with transaction evidence and UTR proof

Why You Should Contact Us First

Always contact our support team before filing a chargeback:

• We can resolve refund/return issues faster
• Chargebacks take longer and may result in account restrictions
• We can provide immediate solutions (refund, replacement, etc.)

Contact Information for Disputes

Email: support@nightpetal.shop
Phone: +91 81337 42345
Response Time: 48–72 hours

8. Grievance Redressal & Dispute Resolution

If You Have a Problem

We're committed to resolving your issues promptly:

1. Step 1 - Contact Us: Email or call with Order ID and issue details
2. Step 2 - Investigation: We investigate within 24–48 hours
3. Step 3 - Resolution: We resolve within 7–14 business days
4. Step 4 - Escalation (if needed):
   • Contact Razorpay Customer Support for payment-related issues at razorpay.com/support
   • File a complaint with RBI Ombudsman for banking disputes
   • Contact Consumer Protection Authority for consumer rights violations

RBI Ombudsman (for Banking Issues)

If your payment or refund issue is not resolved by us or Razorpay, you can escalate to:

• RBI Ombudsman: www.rbi.org.in
• National Consumer Helpline: consumerhelpline.gov.in

Refund Dispute Resolution

If you dispute a refund decision:

• You have 30 days to file a dispute from the date of refund denial
• Provide additional evidence (photos, videos, correspondence)
• We will re-investigate and provide a final decision within 14 days
• If still unresolved, escalate to appropriate authorities

9. Contact Us

For questions about returns, refunds, cancellations, or any other concerns: