RETURNS & EXCHANGE

RETURNS, EXCHANGE & REFUND POLICY

At ELLEGATOR, every handbag is carefully inspected and packed before dispatch. We aim to provide a smooth and transparent shopping experience. Please read this Returns, Exchange & Refund Policy carefully before placing an order.

1. 7-DAY RETURN & EXCHANGE POLICY

You may request a return or exchange within 7 calendar days from the date of delivery.

To be eligible for a return or exchange, the product must:

* Be unused, unworn, and in its original condition
* Be free from scratches, stains, damage, odour, or signs of use
* Have all original tags, labels, packaging, dust bags, straps, accessories, inserts, and complimentary items intact
* Be returned in secure and appropriate packaging to prevent damage during transit
* Be accompanied by the original order details or proof of purchase

All returned products are subject to a quality inspection after they are received by ELLEGATOR. Approval of a return or exchange is subject to the product meeting the eligibility conditions stated in this policy.

ELLEGATOR reserves the right to refuse a return, exchange, or refund if the product is found to be used, damaged, altered, incomplete, improperly packed, or otherwise not in its original saleable condition.

Requests made after the 7-day return and exchange period may not be accepted.

2. REVERSE PICKUP, RETURN SHIPPING & EXCHANGES

Where reverse pickup service is available, ELLEGATOR may arrange a reverse pickup from the original delivery address after the return or exchange request has been reviewed and approved.

The customer must ensure that the handbag is securely packed, preferably in its original packaging, before handing it over to the courier partner. ELLEGATOR shall not be responsible for damage caused due to inadequate or improper packaging by the customer.

Reverse pickup availability depends on the serviceability of the customer’s PIN code and the availability of courier services in the area. Reverse pickup may not be available in all locations.

For exchanges, the replacement product will be dispatched after the returned product has been received and successfully passed the quality inspection. Exchanges are subject to product availability. If the requested product, colour, or variant is unavailable, ELLEGATOR may offer an alternative product, store credit, or refund, as applicable.

If the replacement product has a higher price, the customer may be required to pay the price difference before dispatch. If the replacement product has a lower price, the difference may be refunded or adjusted, subject to the applicable terms.

3. AREAS WITHOUT REVERSE PICKUP

If reverse pickup service is unavailable at the customer’s location, the customer will be required to securely pack and courier the product to the address below:

ELLEGATOR
MTBros, Bara Bazar, Mallital
Nainital, Uttarakhand – 263001

Customers are advised to use a reliable and trackable courier service and retain the courier receipt and tracking details until the return has been successfully received and processed.

Unless otherwise required under applicable law or specifically approved by ELLEGATOR, return courier charges in areas where reverse pickup is unavailable may be borne by the customer.

The customer is responsible for ensuring that the product reaches ELLEGATOR safely. ELLEGATOR shall not be responsible for products lost, damaged, delayed, or misdirected during return transit when sent independently by the customer.

Products returned without prior approval, without sufficient order details, or to an incorrect address may experience delays or may not be accepted.

REFUND PROCESSING

Once the returned product is received, it will undergo a quality inspection. The customer will be informed of the approval or rejection of the return after the inspection is completed.

If the return is approved, the refund will be initiated to the original payment method, wherever possible. Refunds may take 5–10 business days to reflect after initiation, depending on the payment provider, bank, card issuer, or financial institution.

Original shipping, delivery, handling, packaging, payment gateway, or other service charges, if applicable, may be non-refundable unless the return is due to a verified manufacturing defect, incorrect product, or damage attributable to ELLEGATOR.

For Cash on Delivery orders, refunds may be processed through bank transfer, UPI, store credit, or another approved method after the required payment details have been provided and verified.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a damaged, defective, incomplete, or incorrect product, please contact ELLEGATOR customer support within 48 hours of delivery.

Customers may be required to provide clear photographs, an unboxing video, product details, and order information to help us review the issue.

For claims involving transit damage, missing items, incorrect products, or visible defects, an uninterrupted unboxing video may be requested. The video should clearly show the unopened package, shipping label, outer packaging, and product.

Once the issue is verified, ELLEGATOR may offer a replacement, repair, exchange, refund, or another appropriate resolution, depending on the nature of the issue and product availability.

NON-RETURNABLE OR NON-EXCHANGEABLE ITEMS

The following may not be eligible for return or exchange:

* Products that have been used, worn, altered, repaired, or damaged after delivery
* Products returned without original tags, packaging, accessories, or complimentary items
* Products damaged due to misuse, improper storage, accidents, negligence, exposure to water, excessive heat, chemicals, or normal wear and tear
* Products purchased during clearance, final-sale, or specially marked non-returnable promotions, where clearly stated at the time of purchase
* Gift cards, store credits, or other non-physical products, where applicable
* Products returned after the applicable return period

Natural variations in leather, including differences in grain, texture, colour, wrinkles, pores, marks, or minor surface variations, are characteristics of genuine leather and may not be considered manufacturing defects.

Minor differences in colour or appearance caused by screen settings, lighting, photography, or display variations may not qualify as defects.

CANCELLATION OF ORDERS

Cancellation requests may be accepted only if the order has not been packed, processed, or dispatched.

Once an order has been dispatched, it cannot be cancelled and will be governed by this Returns, Exchange & Refund Policy.

ELLEGATOR reserves the right to cancel or refuse an order in cases involving pricing errors, payment issues, suspected fraudulent activity, incorrect information, product unavailability, operational limitations, or circumstances beyond reasonable control. Any eligible payment received for a cancelled order will be refunded in accordance with the applicable refund process.

POLICY UPDATES

ELLEGATOR reserves the right to modify, update, or revise this policy at any time without prior notice. Any changes will be effective from the date they are published on the website and will apply to orders placed after the updated policy becomes effective.

This policy does not limit any rights available to customers under applicable consumer protection laws. In the event of any conflict between this policy and applicable law, the applicable law shall prevail.

For return, exchange, refund, or order-related assistance, please contact ELLEGATOR Customer Support before sending any product.

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