Return & Exchange Policy

Global Fashion Off Duty Limited  |  offduty.in  |  Effective: April 2026  |  Version 2.2

Contact & Support

Customer Support help@offduty.in	Legal / Grievances legal@offduty.in	WhatsApp 8976921799
Phone 7208971840	Working Hours Monday – Friday, 10:00 AM – 6:00 PM IST

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1. About This Policy

Off Duty India is a brand of Global Fashion Off Duty Limited (CIN: U47912MH2023PLC406100), a company incorporated under the Companies Act, 2013. This Return & Exchange Policy governs all purchases made on offduty.in and at our offline retail stores.

This Policy is governed by and must be read in conjunction with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Indian Contract Act, 1872, and the Sale of Goods Act, 1930.

This Policy was last updated in April 2026. Off Duty India reserves the right to amend this Policy at any time. The version in force at the time of your purchase shall apply to your transaction.

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2. Policy Acceptance & Binding Agreement

This Policy constitutes a binding legal agreement between you (the Customer) and Global Fashion Off Duty Limited (Off Duty India). By placing an order on offduty.in:

• You confirm that you have read and understood this Policy in its entirety;
• You agree to be bound by all terms and conditions set out herein;
• You acknowledge that the act of placing an order on offduty.in constitutes your electronic acceptance of and consent to this Policy under Section 10A of the Information Technology Act, 2000;
• You accept that this Policy, once accepted by placing an order, forms an irrevocable part of the purchase contract and cannot be unilaterally disregarded post-purchase.

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3. Resolution Options

3.1 Replacement

• Available for size/fit issues on full-price, non-sale products.
• Reverse pickup from your address will be arranged (subject to pin code availability, typically 5–8 working days).
• A product can only be replaced ONCE. No further return, exchange or refund is available for a replacement product.
• If the requested replacement size/product is out of stock, a store credit coupon of equivalent value will be issued.

3.2 Store Credit

• Available for eligible returns where the customer does not require an immediate replacement.
• Store credit is valid for 1 year from the date of issuance.
• Store credit cannot be converted to a cash refund once issued.
• Once a store credit request is approved and processed, it cannot be converted to a replacement or refund request.
• Fampay UPI is not accepted for refunds. In such cases, store credit will be issued in lieu of refund.
• Store Credit can be used in the offline stores from Monday to Thursday only.

3.3 Refund

• Refunds are available ONLY for full-price, non-sale, non-promotional purchases.
• Refunds are NOT available for sale, clearance, or promotional purchases under any circumstances.
• COD charge of ₹100 is non-refundable in all cases.
• For prepaid orders: a return/handling fee of ₹150 will be deducted from the refund amount.
• For COD orders: a return/handling fee of ₹150 is applicable; the COD charge of ₹100 is additionally non-refundable.
• Multiple return requests: ₹300 per item deducted for all shipping and pickup costs.
• Refunds are credited to the original payment source within 10–15 working days after the returned product is received and inspected at our warehouse.
• For COD refunds, the customer must provide bank account details or UPI ID through our Cashfree Payment Partner. Bank details cannot be changed once submitted.

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4. Return Eligibility — What Can Be Returned

4.1 Eligible Products (Non-Sale, Full-Price Purchases)

Return and exchange requests are accepted ONLY for full-price, non-promotional purchases, subject to all conditions in this Policy being met.

4.2 Non-Returnable Products — Complete List

The following categories are strictly non-returnable and non-exchangeable under any circumstances, except in cases of proven manufacturing defect reported within 72 hours of delivery:

Category	Policy
All Sale / Clearance / Promotional Items	Eligible only for exchange or store credit. Defect claims: 72-hour window applies.
All Accessories & Bags	Final sale. No return, exchange or credit under any condition.
Replacement Orders	Products received as replacements are non-returnable and non-exchangeable.
Store Credit Purchases	Orders placed using store credit / coupon codes are non-returnable.
Freedom Fit Sale Items	Orders using codes TOPS2, tops2, TOPS3, tops3, rday150, RDAY150 are non-returnable and non-exchangeable.
Refused Prepaid Deliveries (Sale)	Refused prepaid orders during sale/clearance periods are not eligible for resending, refund or store credit.

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5. Mandatory Time Windows for All Claims

Claim Type	Time Window	How to Claim
Size / Fit / Preference Return	72 hours of delivery	Return portal only
Manufacturing Defect / Wrong Product	72 hours of delivery	Email help@offduty.in with photos
Damaged / Missing Product at Delivery	24 hours of delivery	Email help@offduty.in with photos
Pilferage / Tampered Packaging	Same day of delivery	Email with unboxing video/photo evidence

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6. How to Submit a Return Request

6.1 Mandatory Return Portal

ALL return requests must be submitted exclusively through our official return portal:

6.2 Step-by-Step Process

1. Access the return portal within the applicable time window.
2. Complete the return request form with your order details, reason for return, and required photographs.
3. Submit the form. You will receive a confirmation acknowledgement.
4. Our team will review your request and respond within 24–48 hours on working days (Monday to Friday). Weekend submissions are processed on Monday.
5. Upon approval, select your preferred resolution option (replacement, store credit, or refund where applicable).

6.3 Mandatory Documentation Required

Incomplete submissions will be rejected. The following documentation is mandatory:

• Clear photographs of the product with all original tags attached and visible
• Photograph of the product showing the alleged defect, damage or issue (where applicable)
• Photograph of the original packaging
• For defect/wrong product claims: unboxing video or photograph series documenting the condition at the time of opening
• Order ID and registered email/phone number

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7. Condition of Returned Products

Returned products will be inspected upon receipt at our warehouse. Off Duty India photographs and documents ALL outbound shipments. Returned items will be compared against dispatch records.

A return will be accepted ONLY if the product meets ALL of the following conditions:

• Product is in original, unworn, unwashed, and unaltered condition
• All original tags are intact and attached to the product
• Product shows no signs of wear, perfume, stains, alterations or damage
• Product is returned in original packaging where feasible
• Product matches exactly the item originally dispatched by Off Duty India
• No additional items, different products, or competitor brand products are included in the return shipment

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8. Grounds for Rejection of Return Request

Off Duty India reserves the right to reject a return request on the following objective grounds. A rejection based on these criteria does not constitute deficiency in service under the Consumer Protection Act, 2019:

(a)	Return request submitted after the applicable time window (72 hours for size/fit; 72 hours for defect/wrong product; 24 hours for missing/damaged product; same day for pilferage);
(b)	Product is not in original, unworn, unwashed condition with all original tags attached;
(c)	Product returned does not match the product originally dispatched by Off Duty India, as verified against our dispatch records and photographs;
(d)	Insufficient or no photographic evidence provided to support the stated claim;
(e)	Return request submitted via any channel other than the designated return portal;
(f)	Product falls within the non-returnable categories listed in Section 4.2 of this Policy;
(g)	Return request relates to a sale, clearance, or promotional order for a size, fit, or preference-based reason;
(h)	Customer has provided false, misleading, or insufficient information in support of the claim;
(i)	Customer has previously been flagged for return fraud or policy abuse on the Off Duty India platform.

Off Duty India's decision on return eligibility, based on the above objective criteria, shall be final, subject to the customer's statutory rights under the Consumer Protection Act, 2019.

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9. Reverse Pickup Terms

• Reverse pickup is subject to serviceability at your pin code.
• Pickup will be attempted a maximum of TWICE. If both attempts are unsuccessful, the customer must self-ship the product to our return address at their own expense.
• If reverse pickup service is unavailable at your pin code, the customer must return the product to our address at their own expense.
• The pickup window is valid for 7 days from return approval. If pickup is not completed within 7 days, the return request will be automatically cancelled with no further eligibility.
• Pickup failure, cancellation, or unavailability costs — if the customer chooses to self-ship — are borne entirely by the customer.

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10. Sale & Promotional Period Policy

10.1 Clearance & Discount Sale (27th March – 7th April 2026 and 6th March Clearout Sale)

• All purchases during these sale periods are eligible ONLY for exchange or store credit.
• Cash refunds are NOT applicable under any circumstances during sale periods.
• A pickup and handling fee of ₹150 applies to all exchange and store credit requests.
• If the requested replacement is out of stock, a coupon code of equivalent value will be issued.
• During the clear-out sale period (27th March – 5th April 2026), store credit codes and discount coupons are not applicable on offline store purchases.

10.2 Defective Products Purchased During Sale

Notwithstanding the no-refund policy for sale items, if a customer receives a product with a genuine manufacturing defect, the following shall apply:

• The defect must be reported within 72 hours of delivery with photographic evidence sent to help@offduty.in.
• Off Duty India will assess the claim. If a genuine manufacturing defect is established, the sole remedy will be store credit or replacement of equivalent value.
• No cash refund will be issued for defective sale items under any circumstances.
• Claims of defect not supported by photographic evidence submitted within 72 hours will not be entertained.

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11. Anti-Fraud & Policy Abuse Protection

The following conduct constitutes return fraud and policy abuse, and may result in legal action under Sections 318 and 319 of the Bharatiya Nyaya Sanhita, 2023:

(a)	Returning a product different from the one delivered — including different brand, used, worn, damaged products, or empty packaging;
(b)	Making false or misleading claims of non-delivery, manufacturing defect, wrong product, or damaged packaging to obtain a refund or replacement;
(c)	Initiating unauthorized payment chargebacks without first exhausting Off Duty India's return and grievance process;
(d)	Serial return behaviour — three or more return requests within any rolling 6-month period;
(e)	Returning quantities greater than originally purchased;
(f)	Using legal threats, social media harassment, or defamatory statements to coerce refunds outside the terms of this Policy.

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12. Consumer Rights & Legal Proceedings

Off Duty India fully respects and upholds the statutory rights of consumers under the Consumer Protection Act, 2019. Nothing in this Policy is intended to, or shall, override or limit a customer's statutory rights under applicable Indian law.

12.1 Grievance Escalation Process

1. Submit your grievance through the return portal or to help@offduty.in.
2. If unresolved within 5 working days, escalate in writing to legal@offduty.in with full details of your grievance and resolution sought.
3. The Grievance Officer will respond within 30 working days of receipt of the formal written complaint.
4. If the grievance remains unresolved, the customer may approach the appropriate consumer forum under the Consumer Protection Act, 2019.

12.2 Off Duty India's Legal Position

Off Duty India maintains complete records of all transactions, dispatch documentation, delivery confirmations, and photographic evidence for all orders. These records will be produced in any legal or consumer forum proceedings.

• Filing false or frivolous consumer forum complaints may expose the complainant to costs and legal consequences.
• Making defamatory public statements about Off Duty India based on false claims may constitute defamation under Section 356 of the Bharatiya Nyaya Sanhita, 2023.
• Off Duty India will vigorously defend all legal proceedings where this Policy has been correctly applied and documented.

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13. Limitation of Liability

To the maximum extent permitted under applicable Indian law, including the Consumer Protection Act, 2019:

• Off Duty India's total liability to any customer shall not exceed the invoice value of the product(s) purchased in that specific transaction.
• Off Duty India shall not be liable for any indirect, consequential, or special losses, including claims for mental agony in excess of the product value, except as mandated by applicable consumer protection law.
• Off Duty India shall not be liable for delays caused by third-party logistics providers, payment gateways, or circumstances beyond Off Duty India's reasonable control.

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14. Governing Law & Jurisdiction

This Return & Exchange Policy and all disputes arising from purchases on offduty.in or at Off Duty India offline stores shall be governed by the laws of India.

Subject to the mandatory jurisdiction provisions of the Consumer Protection Act, 2019, any disputes shall be subject to the jurisdiction of the competent courts and consumer forums located in Mumbai, Maharashtra, India.

For consumer forum complaints, customers may approach the District Consumer Disputes Redressal Commission having jurisdiction under Section 34 of the Consumer Protection Act, 2019.

15. Grievance Officer

As mandated under Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, Off Duty India has appointed a Grievance Officer whose details are as follows:

Designation	Grievance Officer — Off Duty India
Company	Global Fashion Off Duty Limited
Email	legal@offduty.in
Customer Support	help@offduty.in
WhatsApp	8976921799
Phone	7208971840
Address	9th Floor, Unit No. 921, Ijmima Complex, Malad Link Road, Mumbai — 400064, Maharashtra
Response Time	Within 30 working days of receipt of formal complaint

Customers are requested to first contact our Grievance Officer before initiating any legal or consumer forum proceedings. Off Duty India is committed to resolving genuine grievances promptly and fairly.

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