SheScale

Return & Refund Policy

Last updated: 3 June 2026

1. Overview

At SheScale (“we,” “our,” or “us”) we want every customer to be happy with their purchase. This Return & Refund Policy explains when an order can be cancelled or returned, how to raise a request, and how and when refunds are issued. It applies to all orders placed through the SheScale platform, whether by a customer directly or through one of our resellers.

Because SheScale is a marketplace, products are shipped by independent vendors and delivered through our logistics partners. We coordinate returns and refunds on your behalf to make the process simple and transparent.

2. Order Cancellation

  • Before dispatch: You may cancel an order any time before the vendor hands it to the courier. A cancellation at this stage is free, and any amount you have paid is refunded in full.
  • After pickup: Once the courier has picked up the parcel, the order can no longer be cancelled. You may instead request a return after delivery if the item is eligible (see Section 3).
  • Vendor rejection: If a vendor is unable to fulfil an order and rejects it, the order is cancelled automatically and you receive a full refund. For Cash-on-Delivery orders, any advance amount paid at checkout is also refunded.

3. Return Eligibility & Window

You may request a return within 7 days of delivery. (This return window is set by SheScale and may occasionally vary; the window that applies to your order is shown on the order details page.) To be eligible for a return:

  • The order must be marked Delivered.
  • The return request must be raised within the return window shown on the order.
  • The item must be unused, unwashed, and undamaged, with all original tags, packaging, and accessories intact.
  • A return can only be requested once per order item, and not after a return is already in progress.

4. Acceptable Return Reasons

When you raise a return you will be asked to select a reason. Common, accepted reasons include:

  • Damaged or defective item received.
  • Wrong item, size, or colour delivered.
  • Item does not match the description or images.
  • Size or fit issue.
  • Quality not as expected.

The reason you choose helps us route the return correctly and decide who bears the return shipping cost. Where the return is due to a fault on our side or the vendor’s (for example a damaged or wrong item), the return is free of charge to you.

5. How to Request a Return

  • Open the order from your Orders page once it is delivered.
  • Select Return, choose a reason, and confirm the request.
  • We schedule a reverse pickup with our courier partner from your delivery address. Please keep the item ready in its original packaging.
  • You can track the status of the return — from Return Initiated to Returned — on the same order page.

6. Pickup & Inspection

After the courier collects the item, it is returned to the vendor and inspected to confirm it meets the eligibility conditions in Section 3. If the returned item is found used, damaged by the customer, or missing tags or accessories, the return may be declined and the item sent back to you, in which case a refund will not be issued.

7. Refunds

Once a return is approved (or an order is cancelled or rejected), your refund is processed as follows:

  • Timeline: Refunds are initiated after the returned item is received and verified, and are typically completed within about 7 business days. Pre-shipment cancellations and vendor rejections are refunded sooner as no return shipment is involved.
  • Prepaid (online) orders: The amount is refunded to your original payment method.
  • Cash-on-Delivery orders: Any advance paid at checkout is refunded to your original payment method; the balance is settled to your provided UPI or bank account.
  • What is refunded: The product amount you paid is refunded. Shipping charges are non-refundable except where the return is due to a damaged, defective, or wrong item delivered.

The exact time for the amount to reflect in your account depends on your bank or payment provider.

8. Non-Returnable Items & Exclusions

  • Items returned after the return window has closed.
  • Items that have been used, washed, altered, or damaged after delivery.
  • Items without original tags, packaging, or accessories.
  • Products marked as non-returnable on the product page (for example innerwear or items restricted for hygiene reasons), where applicable.

9. Damaged or Wrong Item on Arrival

If your order arrives damaged, defective, or is the wrong item, please raise a return promptly within the return window and select the appropriate reason. We recommend keeping the packaging and, where possible, a photo of the item, as this helps us resolve your request quickly. Such returns are free of charge to you.

10. Need Help?

If you have any questions about a cancellation, return, or refund, our support team is happy to help:

This Return & Refund Policy should be read together with our Terms of Service and Privacy Policy. SheScale may update this policy from time to time; the “Last updated” date above reflects the most recent revision.