RETURN POLICY
When and how can I cancel an order?
Before your purchases have been prepared for dispatch, we can cancel an item. To change an Item/Order you must cancel the existing order and place new order. Once the order is shipped it cannot be cancelled; but you can then refuse it at the time of delivery.
Do you exchange or replace items?
Yes, we offer both exchange and return options. You can exchange or return items within 15 days of receiving your order subject to conditions as stated below. To get started, please visit the 'My Orders' section on our website.
I need to return an item; how do I arrange for a pick-up?
You could initiate a return for your order / item by going into My Account and click on RETURNS, within 15 days of order delivered.For further information please contact our Concierge Team.
What is the Return pickup process?
Once you click on RETURN on your account, we will initiate the process for a pickup. We request our logistic partners to arrange a pickup from your doorstep. They would contact you and get the item picked up. Please make sure the product is unused with tags on.
You have the option to either opt for -
| Home Pickup | Drop at store |
|---|---|
| 1. Log in to thecollective.in. | 1. Log in to thecollective.in. |
| 2. Click on the Profile icon (top right-hand corner). | 2. Click on the Profile icon (top right-hand corner). |
| 3. Go to My Orders and select the order. | 3. Go to My Orders and select the order. |
| 4. Click the “+” icon to expand options. | 4. Click the “+” icon to expand options. |
| 5. Choose "Return Item" → "Home Pick-Up". | 5. Choose "Return Item" → "Drop at Store". |
| 6. Specify the return reason, add comments (optional), and attach a picture (if applicable). | 6. Specify the return reason, add comments (optional), and attach a picture (if applicable). |
| 7. Select the pickup address and click Proceed. | 7. Check the nearest store, click "Select Store", and drop off the product within 3 working days. |
| 8. Click "Request Return" to complete the process. | 8. Click "Request Return" to complete the process. |
I have changed my mind and would like to retain the product. What do I do?
Please contact our Concierge Team. Alternatively, you can simply decline the return when the pickup agent arrives; this process will involve a secure OTP-based cancellation.
When are returns & exchanges not possible?
- Return/Exchange needs to be initiated within 15 days from the date of delivery.
We do not accept returns on below categories:
- Innerwear
- Swimwear
- Towels
- Perfumes/Fragrances
- Eyewear
- Watches
- Men & Women Accessories
- Gift cards/E-Gift cards
- Items of the order are used.
- Products not in their original condition with the tags intact
- Damaged product.
Refund on products bought on discount will be through Collective credit points onlys
When are Refunds provided?
Refund will be initiated once the product is picked up and verified by our quality control team.
What are the modes of refund available after cancellation?
-For Credit Card/Net Banking, refunds will be done through payment gateway. It typically takes 5 to 7 working days for refunds to reflect into your account which is completely dependent on the bank.
-For Cash on Delivery Orders, the refund will be processed through collective credits to your collective account. In case you want to transfer to your bank account, please get in touch with our concierge team. Please note It may take 7 to 10 business days to reflect in your account. Please reply to our e-mail which will be sent to your registered email ID with The Collective when the refund is requested with details of your bank account.
-Refund on products bought on discount will be through Collective credit points only. Partial or full Payment made through Gift Card will be refunded to The Collective Credits.
Terms and Conditions for Refund
- Thecollective.in will not be responsible for any incorrect fund transfer against returns arising due to erroneous input by the customers. The customer takes the complete responsibility of the accuracy of the information provided by them for fund transfer.
- During sale period, due to exceptionally high order volumes, all refunds will be processed through The Collective credits only. The Collective Credits shall be valid and operational for a period of 1 (one) year from the date of activation/issuance to you. Please reach out to our customer service team for further details.
EXCHANGE POLICY
How do I initiate an exchange?
To initiate an exchange, log in to your account, go to the "My Orders" section, find the order containing the item you want to exchange, and click on the "Exchange" button. Please follow the prompts to initiate the exchange.
What is the exchange process?
Once the exchange is initiated, the original item will be picked up from your location and returned to our warehouse. A new order will be created for the replacement item which will be delivered to your location within the specified time.
What happens if you would like to exchange your purchased product for a different piece and not for a different size for the same product?
As per our Exchange Policy, we do not facilitate exchange with a different product. We only replace different sizes in the same product, subject to availability. If you wish for a different product, please proceed with return of the delivered product, and initiate a fresh purchase of the chosen piece.
Which items can I exchange?
Exchange is applicable for apparel and accessories only, subject to the below mentioned conditions. The Collective will replace different sizes in the same product, subject to availability. No exchange or return on innerwear, socks and masks. Please note that the products should be in their original condition without any damage, and with tags intact.
Can I exchange an item for a different size?
Yes, items can be exchanged for a different size, subject to availability. During the exchange process, you can choose the replacement size. However, damaged products will not be considered for exchange. Please note that there will be no exchange or return on innerwear, socks & masks.
We do not accept Exchange on below categories:
- Innerwear
- Swimwear
- Towels
- Perfumes/Fragrances
- Eyewear
- Watches
- Men & Women Accessories
- Gift cards/E-Gift cards
- Change in offer/discount/price.
- Products not in their original condition with the tags intact
- Damaged product.
What do I do if I receive a damaged or defective item?
If you have received a damaged or defective item, you can initiate a return through the "My Orders" section. Exchange will not be initiated for a damaged item.
Is there a time limit for initiating exchanges?
As per our Exchange Policy, an exchange can be initiated within 15 days from the date of delivery of shipment. Please note that there will be no exchange or return on product categories and under scenarios as mentioned above.
Can I exchange a product if I've used it?
As per our Exchange Policy, an exchange is allowed only if the items are in their original condition, unused with tags intact and if the product is undamaged.
Are any discounts or offers applicable on the exchanged item?
Since exchange is possible only on the same product for a different size, the same discount shall be applied on the replacement product. There is no additional discount applicable on exchanged items. No additional coupons/promotions can be applied on the replacement item.
How do I get a refund for the exchanged item?
We do not facilitate refund for an exchanged item. In case we are unable to complete the exchange, we shall add the amount back to your The Collective credit points.
Will I get refunded if the item I want to exchange is not available?
Yes, a refund will be issued in the form of The Collective credits in your account if the replacement item is not available.
How long does the exchange process take?
The exchange process's duration depends on factors such as the availability of the replacement item and shipping times. The exchange process usually takes from 7 to 15 working days post the return being picked up. However, our teams will try and deliver the replaced product at the earliest. The logistics team will stay in touch with you with details, once the return is picked up.