Cancellation Policy

Orders can be cancelled only before they are shipped or before tracking details have been generated with our delivery partner. Once an order has entered the shipping process, cancellation requests can no longer be accommodated.

If your order has already been shipped, you may choose to refuse the delivery at the time of arrival. Upon successful return of the shipment to our warehouse, the applicable refund will be processed in accordance with our Refund Policy.

To request a cancellation, please write to us at care@pinkfort.co with your Order Number and "Cancellation Request" mentioned in the subject line. Our team will review your request and assist you accordingly.

After 3 unsuccessful delivery attempts, the order will be marked as Returned. You may write to us at care@pinkfort.co  to either arrange a re-shipment or request cancellation. In the event of cancellation, any eligible refund will be processed to your original mode of payment as per our Refund Policy.

Refund Policy

At Pink Fort, we aim to make the refund process as seamless and transparent as possible. This Refund Policy outlines how and when refunds are processed for eligible returns and cancellations.

Refunds for Returned Orders

Once the return pickup is successfully completed, the refund will be initiated within 24–48 hours, provided the return meets the eligibility criteria outlined in this policy.

Prepaid Orders

For orders paid online using Credit Card, Debit Card, Net Banking, UPI, Wallets, or other prepaid payment methods:

• Refunds are initiated within 24–48 hours of return approval.

• Refunds are credited to the original mode of payment used at the time of purchase.

• Depending on your bank or payment provider, it may take an additional 5–7 business days for the refunded amount to reflect in your account.

Cash on Delivery (COD) Orders

For orders placed using Cash on Delivery (COD):

• Refunds are issued as a Gift Card with lifetime validity.

• The Gift Card is generated within 24–48 hours of successful pickup and is sent to the customer's registered email address.

• The Gift Card can be redeemed against any future purchase on our website.

• The Gift Card does not expire and remains valid indefinitely.

Please note that refunds for COD orders cannot be credited to a bank account, original payment source, or provided in cash.

Refunds for Cancelled Orders

Prepaid Orders

If a prepaid order is successfully cancelled before dispatch, the refund will be initiated within 24 hours of cancellation confirmation.

The amount may take 5–7 business days to reflect in your account, depending on your bank or payment provider's processing timelines.

Cash on Delivery (COD) Orders

As no payment is collected at the time of placing a COD order, no refund is applicable for cancelled COD orders.

Refused Deliveries

If an order has already been shipped and cannot be cancelled, customers may choose to refuse delivery at the time of arrival.

Once the shipment is returned to our warehouse and verified, the applicable refund will be processed as per the timelines outlined in this policy.

Split Shipment Refunds

For orders shipped in multiple consignments, refunds are processed individually for each returned item based on the successful return of the respective shipment.

Non-Refundable Charges

The following charges are non-refundable unless the return is due to an error on Pink Fort's part:

• Shipping charges (where applicable)

• COD handling charges

• International shipping fees

• Customs duties, import taxes, brokerage fees, and other government levies

• Gift wrapping charges or other value-added services

Delayed Refunds

If you have not received your refund within the stated timelines:

• Check your bank account or payment source again.

• Contact your bank, card issuer, or payment provider, as processing times may vary.

• If the issue persists, please contact our Customer Care team at Care@pinkfort.co with your Order ID and refund details.

Refund Verification

We are committed to providing a smooth and hassle-free refund experience. Refunds for eligible returns are initiated within 24–48 hours after the item has been successfully picked up.

To ensure your refund is processed without delays, please ensure that:

• The returned item passes our quality inspection.

• The return meets the eligibility criteria outlined in this Return & Exchange Policy.

• The returned package contains the correct item and complies with this policy, without any indication of fraudulent activity, misuse of the return process, or policy violations.

If any of the above conditions are not met, Pink Fort reserves the right to withhold or decline the refund request.

Return & Exchange Policy

At Pink Fort, we want you to love every purchase. If you're not completely satisfied with your order, eligible products may be returned or exchanged in accordance with the policy outlined below.

Eligibility

Products are eligible for return or exchange unless:

• They are marked as Non-Returnable or Non-Exchangeable on the product page.

• The item has already been exchanged twice under the original order.

• The return or exchange request is raised beyond the applicable return/exchange window.

• The product has been used, worn, washed, altered, damaged, or is not in its original condition.

• Original tags, labels, or accessories are missing or have been removed.

• Deeply discounted products during a sale are non-returnable/exchangeable.  

To be eligible for a return or exchange, the following conditions must be met:

• The return or exchange request must be raised within 7 days of delivery.

• The item(s) must be unworn, unwashed, unused, and undamaged.

• All original tags and labels must be intact and attached to the product.

• The item(s) should be returned in their original packaging, wherever possible.

Note: Please note that Returns and Exchanges are currently available only for orders delivered within India. International orders are not eligible for Returns or Exchanges.

How to Request a Return or Exchange

To initiate a return or exchange, log in to your account and navigate to My Orders. Select the item you wish to return or exchange and submit your request within 7 days of delivery through our Return Portal: https://pinkfort.co/apps/return_prime 

Please enter your Order ID with the "#" prefix (e.g., #12345) along with your registered email address or mobile number.

Important Pickup Guidelines

• Customers must ensure that only the approved item(s) and approved quantity linked to the return request are handed over to the pickup executive.

• Pink Fort will not be responsible for any incorrect, additional, or unintended items submitted during the return process. In such instances, a logistics fee of ₹190 may be levied to facilitate the recovery of the correct item(s) and the return shipment of the incorrectly submitted product(s).

• The return of any incorrectly submitted item(s) is subject to successful identification, recovery, and verification. Such item(s) will be dispatched back to the customer only after the approved Pink Fort return item has been received and verified at our warehouse.

• Pink Fort does not guarantee the recovery of incorrectly submitted item(s) and shall not be liable for any loss, damage, misplacement, non-recovery, reimbursement, or compensation arising from the submission of incorrect item(s) during the return process.

• To ensure your Pink Fort garments are not damaged during shipment, please re-use the entire original packaging (including the garment sleeve) for proper care and protection

Refunds

Once your return request is submitted, a pickup will typically be arranged within 2–3 business days.

Prepaid Orders

Once the return pickup is successfully completed, the refund will be initiated within 24–48 hours, provided the return meets the eligibility criteria outlined in this policy.

Cash on Delivery (COD) / Pay On Delivery Orders

For Cash on Delivery (COD) / Pay On Delivery orders, refunds are issued as a Gift Card with lifetime validity within 24–48 hours of successful pickup. The Gift Card will be sent to your registered email address and can be redeemed against any future purchase on our website. The Gift Card does not expire and remains valid indefinitely.

Disclaimer: Please note we do not offer bank accounts or cash refunds for COD / Pay on delivery orders.

Additionally, please note that if payment is made at the time of delivery—even when completed digitally via UPI or card with the delivery partner—the order will continue to be classified as a Cash on Delivery (COD) order, as the payment is collected only upon delivery of the shipment.

An order is considered prepaid only when the payment is completed online during checkout at the time of placing the order. Payments made in advance through Credit Card, Debit Card, UPI, Net Banking, Wallets, or other online payment methods before dispatch qualify as prepaid orders and are subject to the applicable prepaid order benefits and refund policies.

Exchange Process

Once an exchange request is submitted, a pickup will typically be arranged within 2–3 business days. After the returned item is successfully picked up, received at our warehouse, and passes the quality check, the replacement item will be dispatched within 5–7 business days.

All exchanges are subject to the availability of the requested size or style at the time of processing. For select styles, exchange timelines may be extended due to craftsmanship requirements, inventory availability, or other operational considerations. Where applicable, any extended timelines will be communicated proactively.

Important Notes: 

• We allow up to two exchanges per original order. After the second exchange, the product will be treated as a final sale and will no longer be eligible for any further return or exchange.

• For style exchanges, if the selected replacement item is priced differently from the original item, the exchange request will be processed only after the applicable price difference has been paid. If the replacement item is priced lower, the eligible difference will be refunded as per our refund policy.

• Size exchanges are completely free. If a price is displayed during the exchange process, you may proceed without concern—the exchange will be completed at no additional cost, and no payment will be charged for a size change.

Returns & Exchanges for Split Shipments

If your order is delivered in multiple shipments, each item will have its own return and exchange window. Requests must be raised within 7 days of the delivery date of the respective item.

Failed Pickup

Pickup Attempts

• Our logistics partner will make up to three pickup attempts to collect your return package.

• Please ensure that the package is ready and someone is available at the pickup address during the scheduled pickup window.

If All Pickup Attempts Fail

• If all three pickup attempts are unsuccessful, you may request a pickup reattempt by contacting our Customer Care team within 48 hours of the final failed pickup attempt.

• If your return or exchange request was raised within the eligible return/exchange period and the scheduled pickup attempts were completed, we may still arrange a pickup reattempt even if the return or exchange window has subsequently expired, provided you contact us within the above-mentioned timeframe.

Pickup Reattempt Charges

• If the pickup was unsuccessful because you were unavailable without prior intimation, or if the pickup was cancelled at your request, a pickup reattempt fee of ₹300 will be applicable for scheduling another pickup.

• This charge will apply to each additional pickup request initiated under these circumstances.

Things to keep in mind while raising a return or a refund request:

• All items must have the original tags and should be unworn, unwashed, and undamaged with no smell of perfume, deodorant or detergent.

• All items should be free of makeup or any other marks and stains.

• Please ensure correct products for return/exchanges are handed over to the delivery executive. We take no liability in case an incorrect product is handed over. Additional reverse and forward shipping charges will be levied for the pickup of the correct product again and shipping back the wrong product.

• Once altered, we will not accept any return/exchange request.

• It takes about 7-10 working days to complete your return/exchange request post the request has been triggered from your end.

• In case the exchanged item/s has a price difference from the original item, the exchange request is initiated only once the price gap between the exchanged items is paid through.