Return & Refund Policy

At Pinaachi, your satisfaction is our top priority. If something isn’t right, we’re here to help—with a transparent, fair, and fraud-resistant policy.

✅ 100% Money-Back Guarantee (Our responsibility)

We provide a full refund for issues that are our fault:

  • Lost parcels (confirmed by tracking)
  • Transit-damaged items
  • Incorrect or missing items

To claim: Email us at support@pinaachi.com within 24 hours of delivery and attach a complete, uncut 360° unboxing video (see video requirements below). For valid claims under this section, Pinaachi will arrange return/collection and cover related shipping costs — you will receive a full refund.

🛍️ Return & Exchange (Customer-initiated — Change of mind, sizing, etc.)

You are eligible for a return or exchange only if:

  • You email us at support@pinaachi.com within 3 calendar days of delivery to initiate the return/exchange.
  • The product is unused, unwashed, unaltered, with all original tags, packaging, and invoice intact.
  • You provide a clear, uncut 360° unboxing video, recorded before opening the parcel (see video requirements below).

Important — Shipping & Fees for customer-initiated returns/exchanges

  • For any return or exchange initiated by the customer (e.g., change of mind, wrong size), the customer is responsible for shipping the item back to us and for all return shipping costs.
  • A 10% restocking fee will be applied to all customer-initiated returns/exchanges. The restocking fee will be deducted from the refund or from the total value before issuing store credit. Shipping costs paid by the customer are non-refundable.

We reserve the right to reject return/exchange requests that do not meet the above conditions or where proper video proof is not provided.

🚫 Not Eligible for Return/Exchange

We cannot accept returns or exchanges for:

  • Customized sarees (e.g., fall & edging, blouse stitching)
  • Color variations arising from screen differences or lighting (minor shade differences are not considered defects)
  • Parcels marked Return to Origin (RTO) due to incorrect address or customer non-availability — reshipment can be done after payment of additional shipping charges

🔄 Exchange Process (Customer-initiated)

To request an exchange:

  1. Email support@pinaachi.com within 3 calendar days of delivery with your order ID and reason.
  2. Ship the item back to us securely (customer pays return shipping). We recommend insured courier and proper packing.
  3. After we receive and inspect the item and confirm it meets eligibility, we will process the exchange.
  4. Replacement item will be dispatched after inspection and confirmation. Shipping for the replacement will be charged to the customer (unless otherwise agreed). Typical replacement dispatch time after approval: 7–10 business days.

💸 Refund Options & Deductions

1. E-Wallet / Store Credit (Recommended)

  • Refund credited as store credit after inspection, less 10% restocking fee and excluding return shipping cost paid by the customer.
  • Store credit is valid for future purchases and details will be shared via email/WhatsApp.

2. Bank/UPI Refund

  • Refund to your original payment method after inspection, less 10% restocking fee and any payment-processing fees. Return shipping costs paid by the customer are not refunded.
  • Typically customers receive approximately ~90% of the original value after deductions; actual amount may vary depending on payment processor fees.
  • Refund processing time after approval: within 5 business days (plus any time your bank/processor needs to post it).

📝 Return Process (Step-by-Step)

  1. Initiate Return – Email support@pinaachi.com with Order ID and reason within 3 days.
  2. Record Unboxing Video – Start recording before opening the parcel. Show outer packaging, shipping label, and product condition in a clear, continuous 360° video. (Claims without this video may be rejected.)
  3. Ship Item – Pack the item securely and ship it to the address we provide (customer bears shipping cost).
  4. Inspection & Refund/Credit – Once we receive and inspect the item and approve the return, we’ll issue the store credit or bank refund after applying the 10% restocking fee and any processing deductions. Processing takes up to 5 business days.

❌ Cancellation Policy

  • Orders can be cancelled before dispatch only.
  • Once dispatched, cancellations are subject to the return policy above.

📞 Need Help?

We’re just a message away. If you need assistance with returns, shipping address, or recording the unboxing video, please contact us:

Unboxing Video Requirements (must include)

  • Start recording before opening the parcel.
  • Show the outer packaging and shipping label clearly.
  • Show full 360° view of the product and packaging inside, uncut and continuous.
  • Show product condition clearly (no edits).
  • Submit within the required time window (24 hours for 100% money-back cases; 3 days to initiate general returns).