Refund policy

RIBAAG – THE DEFINITIVE CONSUMER REFUND, RETURN, AND EXCHANGE POLICY

Policy Reference Document: RB-REP-2026-V2
Effective Date of Implementation: June 28, 2026
Jurisdiction: New Delhi, India

INTRODUCTORY PREAMBLE & CORPORATE PHILOSOPHY

Welcome to RIBAAG. This comprehensive, legally sound, and consumer-centric Refund & Exchange Policy (“Policy”) serves as the formal governing framework for all post-purchase interactions, product exchanges, and transactional adjustments between RIBAAG (hereinafter referred to as the “Company,” “We,” “Us,” or “Our”) and our valued buyers (hereinafter referred to as the “Customer,” “You,” “Your,” or “Consumer”).

At RIBAAG, our brand philosophy is built upon the foundational pillars of uncompromised apparel quality, contemporary design aesthetics, absolute structural transparency, and an enduring customer-first approach to digital commerce. We understand that purchasing lifestyle and fashion merchandise over digital interfaces requires mutual trust, clarity, and an efficient safety net when an item does not perfectly fit your expectations.

This Policy has been carefully structured to align with modern retail methodologies and digital commerce operational frameworks. Crucially, this document is drafted in strict statutory compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and all other allied economic and commercial legislations governing digital marketplaces and consumer rights within the Republic of India.

We believe that an informed consumer is an empowered consumer. This Policy aims to eliminate operational ambiguities, outline distinct chronological timelines, clarify logistical responsibilities, and provide a transparent, time-bound mechanism for resolving post-purchase concerns. By visiting our official platform, placing an order, confirming a transaction, or interacting with our automated fulfillment channels, you explicitly acknowledge that you have read, understood, and agreed to be legally bound by every clause, sub-clause, note, and logistical mandate detailed within this comprehensive document.

STATUTORY WITNESSETH AND DECLARATIONS

WHEREAS:

  • The Company is a premier, legally registered consumer retail brand engaged in the digital showcase, marketing, and distribution of high-end lifestyle products, premium menswear, streetwear t-shirts, and tailored apparel across diverse domestic territories via its official digital application and electronic website interface.
  • The Consumer Protection Act, 2019, read alongside the landmark Consumer Protection (E-Commerce) Rules, 2020, places explicit legal obligations upon digital marketplace entities and inventory-led e-commerce operations to maintain transparent, clear, reasonable, and highly responsive post-purchase frameworks to address consumer grievances, package discrepancies, processing defects, and delivery errors.
  • In full alignment with these statutory mandates, industry benchmarks, and fair-trade practices, RIBAAG rejects obfuscated legal jargon in favor of structured operational guidelines. The Company adopts a highly structured Non-Cash Refund Model, which utilizes secure, single-use, alphanumeric digital credit notes and promotional codes in place of liquid capital or direct banking reversals, thereby safeguarding the commercial viability of our artisanal drops while offering our community a flexible pathway to alter their style choices.
  • This Policy forms an inseparable part of our global Terms of Service and Privacy Architecture. It applies universally to every digital buyer accessing our catalog, irrespective of geographic location, payment gateway choice, or promotional status at the time of order execution.

NOW, THEREFORE, in consideration of the mutual covenants, operational parameters, and transactional rules set forth herein, RIBAAG hereby publishes, codifies, and enforces this Refund & Exchange Policy to guarantee an equitable, legally compliant, and perfectly predictable post-sale lifecycle for our digital commerce ecosystem.

1. EXHAUSTIVE STATUTORY & OPERATIONAL DEFINITIONS

To prevent any structural misinterpretation by legal counsel, internal audit teams, or consumers, the following capitalized terms used throughout this Policy shall possess the precise definitions allocated below. These terms shall be interpreted uniformly across all allied documentations including shipping invoices, consignment notes, support emails, and platform declarations.

  • “Act” refers explicitly to the Consumer Protection Act, 2019, alongside the Consumer Protection (E-Commerce) Rules, 2020, as well as any subsequent legislative notifications, standard operating amendments, or dynamic judicial rules enacted by competent ministerial authorities governing consumer safety and digital trade within India.
  • “Customer” or “Consumer” means any natural person, legal entity, or authorized agent who navigates the official RIBAAG digital touchpoints and executes a financial transaction to acquire ownership or possession of any lifestyle product displayed in our public catalog.
  • “Exchange” represents the structured internal process whereby an Eligible Product, previously purchased and successfully delivered to a verified Customer, is returned to the physical custody of the Company in exchange for either:
    1. An identical product item in an alternate, available sizing classification; or
    2. A unique digital Credit Note/Promo Code calibrated to the exact economic value paid by the customer for the original product, exclusive of peripheral shipping costs.
  • “Credit Note” or “Promo Code” represents a secure, uniquely generated, non-transferable, single-use alphanumeric digital voucher issued exclusively by the internal financial ledger of RIBAAG. This token serves as a non-liquid corporate credit applied directly to a Customer's registered account profile, enabling them to make future purchases on our official platform up to the original economic balance inscribed on the token.
  • “Return Request” is the formal electronic ticket initiated by a verified buyer using either the designated automated self-service exchange dashboard on the RIBAAG platform or via explicit electronic mail communication directed exclusively to our centralized support address.
  • “Reverse Shipping” refers to the highly integrated reverse-logistics process encompassing the authorized collection, tracking, sorting, and structural transport of a returned product from the Customer’s registered address back to our primary distribution center. This process is managed at the sole corporate expense of RIBAAG through its contractually designated third-party supply chain partners.
  • “Eligible Product” means a product item that meets all physical, temporal, and logistical criteria set forth by this Policy, allowing it to undergo the exchange sequence. This demands that the garment remain completely pristine, unwashed, structurally sound, devoid of chemical scent alterations, and structurally tethered to all original tags and material packaging elements.
  • “Non-Returnable Product” denotes a distinct subset of items in our catalog that are completely barred from return, exchange, or credit note issuance due to fundamental hygiene regulations, health and safety parameters, custom bespoke tailoring requirements, or explicit promotional liquidations.
  • “Grievance Redressal Officer” or “GRO” means the statutory corporate official designated by RIBAAG under the mandates of Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, responsible for evaluating unresolved customer disputes, tracking regulatory compliance, and issuing binding internal resolutions within strict statutory timelines.
  • “Products” encompasses the entire tangible portfolio of goods offered across our digital properties, including but not limited to t-shirts, shirts, jackets, heavy knitwear, trousers, streetwear coordinates, accessories, and allied fashion merchandise carrying the official trademark of RIBAAG.

1.2 STATUTORY RULES OF INTERPRETATION

For the purposes of evaluating claims under this Policy, the following interpretive rules shall apply:

  • The singular includes the plural, and the plural includes the singular, wherever the contextual environment of the dispute demands.
  • References to any gender include all genders, neutral and diverse.
  • Section titles, headings, and bold callouts are embedded solely for visual convenience, ease of navigation, and digital indexation; they carry no binding legal weight and do not limit the text underneath them.
  • The terms “herein,” “hereof,” “hereto,” and derivative phrases refer to this comprehensive, unified policy document in its complete structural entirety rather than any isolated sub-clause or single table row.
  • All references to calendar days include Saturdays, Sundays, and public holidays, whereas "business days" or "working hours" exclude national bank holidays and gazetted weekends.

2. FUNDAMENTAL PURPOSE & STRATEGIC INTENT

The strategic introduction of this unified Refund & Exchange Policy is designed to mitigate the inherent friction points associated with modern digital apparel procurement. Operating an inventory-led premium fashion label requires immense logistical synchronization. By establishing an airtight, legally defensible framework, RIBAAG provides an optimized environment where consumers know their rights down to the hour, and our operational teams can execute returns without subjective bias or clerical delay.

THE RIBAAG TRANSACTIONAL LOOP
1. Purchase Verified ➔ 2. Order Dispatched within 48 Hrs
3. Package Delivered ➔ 4. 30-Day Exchange Window Activates
5. Audit at Warehouse ➔ 6. 60-Day Credit Note Dispatched

Our strategic intent relies fundamentally upon a Non-Cash Financial Architecture. To preserve our operational cash flows, manage manufacturing overheads for limited-edition artisanal streetwear runs, and suppress opportunistic digital return loops, RIBAAG completely avoids liquid currency reversals, credit card chargebacks, UPI returns, or bank wire refunds. Every valid return is processed via store credits. This balance strikes a fair, compliant middle ground: consumers retain their complete economic value through digital store credits valid across our entire catalog, while the Company maintains the commercial stability required to design future drops.

3. GRANULAR ORDER MANAGEMENT & PROCESSING TIMELINES

Before an exchange or return can even materialize, an order must pass through our primary verification layer. Our fulfillment operations are built on strict, non-negotiable operational timelines:

  • Order Verification and Kitting Cycle: All customer orders successfully paid and cleared via our authorized payment aggregation systems are pushed into our warehouse kitting system within 24 to 48 working hours. This time frame is essential for conducting fraud screening, generating automated tax invoices, selecting individual items from physical inventory stacks, and applying protective transit packaging. This process excludes weekends and gazetted public holidays.
  • Processing vs. Transit Timelines: The Customer must understand that internal order processing is a discrete operational layer distinct from third-party parcel transit. Once a package is handed over to our logistical courier networks, delivery speeds are dictated by regional geography, state boundary checkpoints, and local terminal routing speeds.
  • Statutory Late Processing Notifications: In compliance with fair-trade declarations, if our systems detect an internal warehouse disruption (such as inventory discrepancies or supply chain bottlenecks) that pushes order processing past the 48-hour threshold, RIBAAG will issue an automated electronic alert via email or SMS at least one (1) working day in advance. This alert provides a corrected dispatch date, ensuring clear communication throughout the order lifecycle.

4. COMPREHENSIVE SCOPE OF ELIGIBILITY FOR EXCHANGE

A customer has the legal right to request an exchange for a delivered item, provided the request fits neatly within our parameters. An exchange request will not be processed based on casual consumer assumptions. The item must be cross-referenced with our comprehensive Eligibility Matrix below:

Core Evaluation Category Granular Statutory & Physical Requirements Detailed Operational Limitations
Physical Condition of Fabric Must remain entirely unworn, unwashed, un-ironed, unaltered, and free from structural tearing, cosmetic smudges, or dry-cleaning chemical traces. Garments exhibiting even minor lint collections, stretching, or fabric degradation will be instantly disqualified from our exchange program.
Packaging & Accessory Integrity Must arrive with the heavy-gauge branded box, custom tissue linings, dust covers, and all metallic/plastic security seals perfectly intact and uncut. If a customer cuts a garment size tag or discards our branded labels, the product changes status from new to used, voiding all exchange privileges.
Sizing Discrepancies The request must explicitly seek an alternate size profile within the identical product line originally ordered by the customer. Subject always to real-time inventory levels. If an alternate size is sold out, a digital credit note will be issued automatically.
Material Damage & Defectives Covers structural anomalies such as broken zippers, failed seams, severe dye bleeding, or misprinted graphic designs prior to use. Does not cover aesthetic variations in textile weave or loose packaging threads that can be easily trimmed without hurting the garment.
Change-of-Mind Permission Accepted exclusively if the online product listing explicitly features the tracking statement: "Change-of-mind exchange is permitted." Style preferences, shifting color leanings, or buyers remorse are excluded unless the item description grants an explicit exception.
Temporal Filing Window The request must be logged into our digital tracking database within 30 calendar days from the verified delivery stamp. The system locks automatically on day 31, preventing the creation of an exchange ticket for that specific order ID.
Invoice & Transaction Verification A physical or digital copy of the tax invoice matching the unique order ID must be enclosed inside the return shipping package. Packages arriving at our warehouse without clear, matching documentation will be quarantined, delaying processing indefinitely.

5. STRICT EXCLUSIONS & NON-ELIGIBILITY MANDATES

To protect public health, maintain strict hygiene standards, and ensure commercial fairness, RIBAAG enforces strict non-eligibility mandates. There are no exceptions to these exclusions, and any attempt to circumvent them will result in the immediate closure of a customer's support ticket.

5.1 The Six Pillars of Automatic Rejection

The internal warehouse audit team will automatically reject an exchange if it meets any of the following conditions:

  1. Garments Showing Signs of Physical Use: Any item exhibiting sweat markings, deodorant stains, makeup transfers, cologne/perfume scents, tobacco odors, pet hair, or custom tailoring alterations will be rejected immediately.
  2. Missing Brand Assets: Any item returned without its original paper hangtags, plastic price barcodes, care labels, or custom poly-bags.
  3. Breach of the Temporal Window: Any request submitted after 30 calendar days from delivery, or any approved item that the customer fails to hand over to a courier within 3 calendar days of approval.
  4. Customer-Inflicted Damage: Damage caused by opening packages with sharp instruments, forcefully pulling zippers, or washing the item against care instructions.
  5. Multiple Exchange Loops: Only one (1) exchange sequence is permitted per order ID. You cannot return an item that was already sent to you as part of a previous exchange.
  6. Promotional and Clearance Disposals: Any item explicitly carrying a tag such as “Final Sale,” “Non-Returnable,” “Clearance Item,” or sold during flash discounts.

5.2 Special Operational Scenarios

  • Wrong or Incomplete Item Delivery: If our distribution center fulfills your order incorrectly (e.g., wrong color, wrong size mix-up, or missing items), you must report the error within 48 hours of the delivery time stamp. You must include clear photographs of the shipping label, packaging box, and internal packing slips. Once confirmed, We will cover all shipping costs to retrieve the item and send out the correct order.
  • Unexpected Inventory Shortages: If an item is approved for a size exchange but our warehouse runs out of stock due to sudden demand spikes, We will notify you immediately. RIBAAG will automatically generate a digital store credit note for the full purchase value within 7 to 10 business days, allowing you to pick an alternative item from our active catalog.

6. CHRONOLOGICAL 6-STEP OPERATIONAL EXCHANGE WORKFLOW

To guarantee a fair and transparent return process, every customer return follows a clear 6-step workflow. Skipping any step or using unauthorized communication channels will invalidate your request.

  • Step 1: Request Log and System Digital Entry (Within 30 Days): Within 30 calendar days of delivery (or 48 hours for damaged or wrong items), you must log your request. You can do this through our web portal or by emailing support@ribaag.com with the subject line: Exchange Request – [Insert Order ID]. Your email must include your order details, a clear explanation for the exchange, matching photos of the tags and fabric, and an unboxing video if reporting transit damage.
  • Step 2: Corporate Review and Ticket Validation (2 Days): Our centralized support team will review your digital ticket within 2 business days. They will cross-reference your submission against our database records, order history, and photo evidence to confirm policy compliance. You will receive an automated email stating whether your request has been formally Approved or Rejected.
  • Step 3: Secure Packing and Reverse Logistics Execution (3 Days): Upon receiving your approval notice, our logistics department will automatically schedule a reverse pickup through our designated supply chain partners within 3 calendar days, entirely at the Company's expense. You must wrap the item securely in its original protective packaging, place the tax invoice inside, and hand the sealed box to the courier agent.
  • Step 4: Quality Inspection and Audit (3 Days): Once your return package arrives at our central warehouse, it enters a mandatory quality check queue. Our quality assurance team will inspect the item within 3 business days to ensure it is clean, unwashed, and still has all original tags attached.
  • Step 5: Generation and Delivery of the Digital Credit Note (2 Days): If the item passes inspection, our finance department will generate a unique digital Credit Note (Promo Code) equal to the product’s purchase value. This code is sent to your registered email address within 2 business days and is linked securely to your profile.
  • Step 6: Finalizing the Process (7–10 Days Total): The entire process—from the moment the returned item arrives at our facility to the final deployment of your replacement order or digital store credit—takes between 7 to 10 working days.

7. FINANCIAL & TRANSACTIONAL ARCHITECTURE OF CREDIT NOTES

Because RIBAAG operates exclusively on a non-cash return structure, our digital credit notes follow strict rules to maintain financial transparency and ensure accounting precision:

  • Exclusion of Extraneous Shipping Fees: The value of your credit note reflects the exact price paid for the returned item. Initial shipping fees, state octroi charges, or Cash-on-Delivery (COD) operational fees are consumed immediately by our third-party logistics networks at the time of delivery and cannot be refunded or converted into store credits.
  • Strict Single-Use Parameters: Every credit note code must be redeemed in a single checkout transaction on our official website. Our platform cannot split a credit note across multiple smaller orders, nor can store credit balances be combined with active promotional discount codes.
  • 60-Day Expiration Policy: To keep our inventory updates moving efficiently, every credit note remains active for exactly 60 calendar days from the date it is issued. Make sure to use your code within this period. Once the 60 days expire, the code is automatically deactivated by our system and cannot be renewed or reissued under any circumstances.
  • Handling Balance Variances:
    • If your new order total is less than your credit note value, any remaining store credit balance is automatically forfeited, and the voucher code is marked as fully spent.
    • If your new order total exceeds your credit note value, you simply pay the remaining balance using our standard online payment gateways or UPI portals during checkout.
  • Strict Anti-Transfer Parameters: Credit notes are tied directly to the customer account profile used to make the original purchase. They cannot be transferred to other users, exchanged for liquid cash, or applied retroactively to older orders.

8. CODIFIED CUSTOMER OBLIGATIONS & VERIFICATION FRAMEWORKS

8.1 Fabric Maintenance Rules

When trying on a garment to check the size, you must ensure it remains in pristine condition:

  • Do not wear the item if you are wearing heavy colognes, perfumes, or body lotions that could transfer scents onto the fabric.
  • Keep the garment away from domestic pets, smoke, dust, and food items.
  • Do not attempt to stretch, stitch, or chemically treat the fabric.

8.2 The Continuous Unboxing Video Mandate

To protect both the consumer and the brand against courier tampering or transit damage, RIBAAG may ask for a continuous unboxing video before approving a damage claim:

  1. Show all 6 sides of the sealed box to prove no tampering.
  2. Keep the camera focused on the package without cuts.
  3. Clearly show the shipping label and tracking barcode.
  4. Open the box and inspect the garment details on camera within 48 hours of delivery.

If the video contains camera cuts, blurriness, or shows a package that has clearly been opened and taped back together prior to filming, it will be rejected as valid proof.

9. STATUTORY COMPLIANCE, LEGAL LIMITATIONS & INDIAN CONSUMER JURISPRUDENCE

This Policy is written to align with the Consumer Protection (E-Commerce) Rules, 2020, specifically following the mandates of Rule 4 and Rule 5. Our framework ensures that returns, product tracking, and customer communications are handled fairly and transparently.

Our store-credit model complies fully with Section 54 of the Indian Contract Act, 1872, providing an equitable way for customers to swap items while protecting our production operations. If our warehouse team determines that an item returned for exchange has been used or damaged by the customer, We reserve the right to cancel the exchange ticket. In these cases, the item will be returned to the customer at their own expense, and no credit note will be issued.

10. MULTI-TIER GRIEVANCE REDRESSAL FRAMEWORK & DISPUTE ESCALATION

If you experience any issues during the exchange process—such as technical errors, credit note deployment delays, or disagreements regarding a quality inspection—you can use our clear, multi-tier escalation pathway to resolve the issue quickly and fairly:

  • Name of Designated Officer: Naman Sharma
  • Corporate Designation: Grievance Redressal Officer
  • Statutory Escalation Email: legal@ribaag.com (You must carbon-copy support@ribaag.com)
  • Official Desk Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding national holidays.
  • Response Guarantees: Formal acknowledgement within 48 hours | Binding resolution within 15 days.

11. JURISDICTIONAL BOUNDS & LEGAL VENUE

This Policy, along with all transactions, operations, and customer support tickets managed by RIBAAG, is governed exclusively by the laws of the Republic of India. Any legal disputes, claims, or arbitration proceedings that cannot be resolved through our Grievance Redressal channels shall fall under the exclusive jurisdiction of the competent courts located in New Delhi, India.

12. DYNAMIC POLICY REVISION MECHANISMS

RIBAAG reserves the ultimate corporate right to modify, amend, update, or rewrite any section of this policy to reflect updates in legal mandates, logistics operations, or warehouse capacities without prior individual notice. Any changes will be published immediately on this page and will apply to all orders placed after the update goes live. We recommend checking this page periodically to stay informed about our current return and exchange procedures.

APPENDIX A: PRACTICAL SCENARIO MATRIX & CASE STUDIES

  • Scenario A: Size Selection Mistake
    Situation: A customer orders a medium t-shirt but realizes upon delivery that they need a large.
    Resolution: The customer emails support within 30 days. The item is clean, unwashed, and has all tags attached. RIBAAG approves the request, schedules a free reverse pickup, inspects the item at our warehouse, and issues a 60-day digital credit note so the customer can order the correct size.
  • Scenario B: Reporting Damage After the Deadline
    Situation: A garment arrives with a broken zipper, but the customer does not open the box or contact support until 12 days after delivery.
    Resolution: The request is automatically declined because damage/defect claims must be reported within our strict 48-hour defect reporting deadline. The system locks the transaction, and no credit note can be generated.
  • Scenario C: Missing Tags on Return
    Situation: A customer requests a size exchange within the 30-day window. However, they cut off the brand tags before returning the garment.
    Resolution: Once the package arrives at our warehouse, our quality control team flags the missing tags. The exchange is rejected, no store credit is issued, and the item is shipped back to the customer at their expense.

APPENDIX B: CUSTOMER FREQUENTLY ASKED QUESTIONS (FAQs)

Q1: Can I get my money back directly to my bank account if I don't like the product?
No. RIBAAG operates on a strict Non-Cash Refund Architecture. We do not issue liquid currency returns, credit card reversals, or UPI refunds under any circumstances. All approved returns are resolved via a secure digital credit note valid for 60 days on our platform.

Q2: What happens if I forget to use my credit note within the 60-day window?
Once the 60 calendar days pass, our system automatically deactivates the code to maintain accurate inventory counts. Expired credit notes cannot be reactivated, extended, or reissued.

Q3: Do I have to pay for shipping when I return an item for an exchange?
If your delivery address is within our logistics partner's serviceable area, RIBAAG covers the entire cost of reverse shipping. If your location is outside our service network, you will need to ship the package back to us, and we will credit your account up to standard shipping rates once you provide a courier receipt.

Q4: Can I combine my credit note code with a seasonal discount code at checkout?
No. Our digital checkout platform accepts exactly one voucher code per order transaction. Credit notes cannot be combined with seasonal discounts, promotional codes, or other special offers.

FINAL ACKNOWLEDGMENT & LEGAL ENFORCEMENT

This Refund & Exchange Policy is fully active as of June 28, 2026, and remains in effect until explicitly updated or replaced by the Company. By completing your order, checking out on our digital application, or accepting a delivery package from RIBAAG, you confirm that you have read, understood, and agreed to every term, timeline, restriction, and policy parameter detailed in this document.