Refund policy

Exchange, Replacement & Cancellation Policy

Disclaimer: In the event of any discrepancy or dispute, the English version of this policy shall prevail over any translated version.

At 369Retail, customer satisfaction is our priority. To ensure a smooth shopping experience, we offer a 7-Day Exchange & Replacement Policy for eligible products.

1. Exchange & Replacement Eligibility

Customers may request an exchange or replacement within 7 days of receiving the product if the item is:

  • Damaged during transit

  • Defective

  • Incorrectly delivered (different product, size, color, or variant)

Only unused products will be accepted for exchange or replacement.

The product must be returned:

  • In its original condition

  • Unused and unworn

  • With original packaging, tags, boxes, and accessories intact

Products that are used, damaged by the customer, or not returned in their original condition will not be eligible for exchange or replacement.

2. Wrong Size or Product Ordered by Customer

If you realize that you have ordered the wrong size, color, variant, or product, please contact our Customer Support Team within 2 hours of placing the order.

We will make every effort to modify the order before it is processed.

If the order has already been shipped:

  1. Kindly accept the delivery.

  2. Return the product in its original condition.

  3. Once the returned item is received and approved, we will dispatch the replacement product.

In such cases:

  • Return shipping charges must be borne by the customer.

  • Re-shipping charges for the replacement product must also be borne by the customer.

3. Refused Deliveries

If a delivery attempt is made by the courier partner and the customer refuses to accept the package without a valid reason, 369Retail reserves the right to recover applicable logistics, shipping, and handling charges incurred for the order.

4. Condition of Returned Products

Any product returned for exchange or replacement must be in its original condition.

If the returned product:

  • Shows signs of use

  • Is damaged after delivery

  • Has missing packaging, tags, boxes, or accessories

the exchange or replacement request may be rejected.

If a customer intentionally attempts to exchange or replace a used, damaged, or altered product, the request will be denied. The customer will be required to arrange and bear the cost of shipping the product back to themselves.

5. Exchange Shipping Costs

Unless the exchange is due to an error on the part of 369Retail (such as a defective, damaged, or incorrect item), all shipping, handling, return, and re-delivery costs associated with the exchange shall be the responsibility of the customer.

6. Proof Required for Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, missing, or incorrect product, you must provide:

  • An unboxing video recorded from the moment the package is opened

  • Clear photographs showing the issue

Claims submitted without sufficient proof may not be approved.

7. Customized or Personalized Products

Customized, personalized, made-to-order, or specially manufactured products are not eligible for exchange, replacement, or return, unless received in a damaged or defective condition.

8. Order Cancellation Policy

Orders can be cancelled:

  • Within 2 hours of placing the order, or

  • Before the order has been processed or shipped

Upon successful cancellation, a full refund will be initiated.

Refunds are generally processed within 3–5 business days, subject to banking and payment gateway timelines.

9. Contact Us

For exchange, replacement, cancellation, or any assistance regarding your order, please contact:

369Retail Customer Support

📧 Email: help@369retail.com

📞 Phone: +91 98877 55677

When contacting us, please provide your Order ID along with relevant photographs or videos to help us process your request quickly.

Thank you for shopping with 369Retail.com We appreciate your trust and look forward to serving you.