Return & Refund Policy

1. Who is DRESOUL?

InCityStyle, a company incorporated under the laws of India, having its registered office at NILKANTH, PASHWARNATH COMPLEX, 2/1956/A/2 PAI MZ OFF 2, SAGAR APARTMENT, KAILASH NAGAR, Sagrampura, Surat, Gujarat, 395002 India (“DRESOUL”) is a retail company which offers various retail solutions, including, through its website www.dresoul.com, and its mobile and tablet applications (“Platforms”), various online lifestyle and fashion which inter alia facilitate the sale and purchase of and fashion merchandise (“Products”) by us

2. What is this Cancellation, Return and Refund Policy?

2.1. In keeping with DRESOUL’s goal of ensuring User satisfaction, this cancellation, return and refund Policy (“Cancellation, Return and Refund Policy”), together with the terms of use at https://dresoul.com/terms, sets out DRESOUL’s procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.

2.2. Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If you do not agree to the terms contained in this Cancellation, Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3. Terms of cancellation

3.1. Cancellation before dispatch.

3.1.1. A User is permitted to fully or partially cancel orders prior to its dispatch from DRESOUL.

3.1.2. Upon successfully placing an order on the Platforms and after DRESOUL has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products.

3.1.3. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting DRESOUL to process a cancellation by sending an email to support@incitystyle.com.

3.1.4. Refund. In all events of cancellation prior to the dispatch of the purchased Products, DRESOUL shall initiate refunds within 5 - 7 business days from the date on which it received the request from the User.

3.1.5. In case of cash on delivery, the refund will reflect in the User’s bank account and/or the User’s DRESOUL Wallet (as defined in the Fees and Payments Policy) within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which DRESOUL initiates the refund. All refunds, except for refund to DRESOUL Wallet, shall be subject to applicable charges as may be deducted by the User’s bank.

3.1.6. In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.

3.2. Cancellation after dispatch. We do not accept post-dispatch cancellation of orders.

4. Terms of Return, Refund & Exchange.

4.1. The category-wise details are set out below which shall apply, subject to the other Terms and Conditions of this Cancellation, Return and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return information.

4.2. If the User is dissatisfied with the purchased Product received from DRESOUL, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by DRESOUL after due verification at its sole discretion) or in case of late delivery (except in case of force majeure including COVID-19), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than: 15 (fifteen) days from the date on which he/she received the delivery of the Product.

We require product images and tags in the below mentioned cases:

Defective product received – Only product image required.

1. Wrong product received – Both product & Tag images required.

2. Wrong size received - Both product & Tag images required.

3. Unhappy with colour, i.e. Faded/Blurred - Only product image required.

4. Product different from website/doesn’t look the same - Only product image required.

5. Incomplete order received – Only Tag image is required.

6. Your refund will be initiated by us within 5-7 business days of receiving the refund request and authorization of the refund.

4.7. The User can only return Non-returnable Products if there are defects and deficiencies in the Product (attributable to, and accepted by DRESOUL after due verification at its sole discretion) or if such Non-returnable Products are delivered late (except in case of force majeure including COVID-19). The User shall initiate a request for returning such Non-returnable Products on the Platforms not later than 7 (seven) days from the date of delivery of Product.

4.8. Subject to the terms of this Cancellation, Return and Refund Policy, DRESOUL offers Users an easy return / refund policy. DRESOUL also accepts partial returns wherein User can raise a return request for one or all Products except in case of Bundled Packages (as defined hereinafter). The process for initiating the process for raising a return / refund / exchange request is:

4.8.1. Please login with your credentials and visit the My Account section.

4.8.2. Select the order you want to return and click on “Return/Exchange” and follow the instructions on this page to obtain a Return ID. Kindly email an image of the Product and the invoice for our reference.

4.8.3. At the time of creation of this return / refund request, the User shall specify the preferred mode of refund i.e. either the User’s bank or DRESOUL Wallet, if the User had used the cash on delivery mode of payment.

4.8.4. The Products will be picked up within the timelines intimated by DRESOUL.

4.8.5. DRESOUL will initiate the refund or replacement process only if the Products are received in accordance with the Cancellation, Return and Refund Policy.

4.8.6. On certain select days as specified by DRESOUL separate policies may be applicable.

4.9. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. DRESOUL reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, DRESOUL will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Platform.

4.10. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for DRESOUL to process refunds. For illustrative purposes, if the User has purchased a Kurti top and a pair of bottom pants as 1 (one) Product in a promotional package, the User will be required to return both the Kurti and the pair of bottom pants and will not be permitted to return either only the Kurti or only the pair of bottom pants from the Bundled Package. It is hereby clarified that if the Bundled Package consists of any Non-returnable Product along with other Products, the User shall return all other Products except the Non-returnable Products.

4.11. Return of or refund for purchased Products shall not be entertained by DRESOUL if:

4.11.1. the Product has been used for reasons apart from checking fit and comfort. If DRESOUL is satisfied that the Product has been used for reasons apart from checking fit and comfort, DRESOUL shall reserve the right to reject the return of the Product;

4.11.2. the Product has been washed;

4.11.3. the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;

4.11.4. the serial number/IMEI number/bar code of the Product, as applicable, does not match DRESOUL’s records;

4.11.5. the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;

4.11.6. DRESOUL is satisfied that the Product has been rendered defective or unusable; or

4.11.7. if the User in any way breaches the Cancellation, Return and Refund Policy

4.12. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, DRESOUL shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

4.13. DRESOUL shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that DRESOUL shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

4.14. It is expressly clarified that the refund entitled to by a User shall not include monies paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by DRESOUL after due verification at its sole discretion).

4.15. DRESOUL shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. DRESOUL disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

4.16. If the request for refund is undisputed by DRESOUL, the refund should reflect in the User’s bank account and/or the User’s DRESOUL Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which DRESOUL initiates the refund.

4.17. Refunds shall be processed by DRESOUL through its normal banking channels except in cases where a User had utilised his/her DRESOUL Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her DRESOUL Wallet for payment towards the purchased Products, DRESOUL shall process all refunds only into such User’s DRESOUL Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, DRESOUL shall process all refunds into either the User’s DRESOUL Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to DRESOUL at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, DRESOUL shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) DRESOUL deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s DRESOUL Wallet, it cannot be further transferred to any other bank account or encashed, and would continue to remain in the User’s DRESOUL Wallet until exhausted for shopping on the Platforms. For the purpose of illustration, if a User purchases a Product worth INR 1,000 (Indian Rupees One thousand) and pays INR 500 (Indian Rupees Five hundred) for the purchase of such Product using balances in his/her DRESOUL Wallet, and the remaining INR 500 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Cancellation, Return and Refund Policy being met, then DRESOUL may choose to refund, at its sole discretion, INR 500 (Indian Rupees Five hundred) to such User’s DRESOUL Wallet and the remaining INR 500 (Indian Rupees Five hundred) to the User’s credit card source account, or both the amounts only to such User’s DRESOUL Wallet.

4.18. Return of purchased Products are facilitated through DRESOUL’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by DRESOUL, DRESOUL’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to DRESOUL. While DRESOUL has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, DRESOUL has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where DRESOUL is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to DRESOUL’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return.. Upon self-shipping the Product to DRESOUL’s warehouse, the User shall be required to scan the courier/postal receipt to customercare@DRESOUL.com for DRESOUL’s records. The aforesaid return by self-shipping the Products is subject to the returned Products passing quality check at DRESOUL’s returns desk/warehouse.

4.19. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 4.18 above and DRESOUL does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to DRESOUL to prove his/her claim of return of Products through self-shipment to DRESOUL. It is specifically clarified that any refunds shall be processed by DRESOUL only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.

5. Grievance Redressal

Any grievances relating to the Cancellation, Return and Refund Policy may be directed by you to the grievance officer of DRESOUL who can be contacted at support@incitystyle.com.