Return & Cancellation Policy

Effective Date: January 9, 2026

At RA.ellé, we want you to love every piece from our premium athleisure collection. If you're not completely satisfied with your purchase, we offer an exchange policy to ensure your complete satisfaction. Please note that we do not offer refunds — all eligible requests are processed as exchanges or store credit.

1. Exchange Eligibility

30-Day Exchange Window

You may exchange eligible items within 30 days of delivery. Items must meet our exchange conditions outlined below.

Eligible Items

To be eligible for an exchange, items must be:

  • Unworn and unwashed: Products must be in original, unused condition
  • Tags attached: All original tags, labels, and packaging must be intact
  • Odor-free: Items must be free from perfume, smoke, or other odors
  • Undamaged: No stains, marks, pet hair, or signs of wear
  • Original packaging: Returned in the original RA.ellé packaging when possible

Non-Exchangeable Items

The following items cannot be exchanged for hygiene and safety reasons:

  • Intimate apparel, undergarments, and bodysuits
  • Swimwear and activewear bottoms (unless defective)
  • Items marked as "Final Sale" or purchased during clearance events
  • Customized or personalized products
  • Gift cards and digital products
  • Items without original tags or in used condition

2. How to Initiate an Exchange

Step 1: Contact Us

Email our customer service team at exchanges@ra-elle.com within 30 days of delivery with:

  • Order number
  • Item(s) you wish to exchange
  • Reason for exchange
  • Requested size/color
  • Photos of the item (if defective or damaged)

Step 2: Receive Exchange Authorization

Our team will review your request and provide:

  • Exchange authorization number (EMA)
  • Return shipping instructions
  • Return shipping label (if applicable)

Step 3: Pack Your Item

Carefully pack the item(s) in the original packaging or a suitable alternative:

  • Include all original tags and accessories
  • Include a copy of your order confirmation or packing slip
  • Write your EMA number clearly on the package
  • Ensure items are clean, folded, and protected

Step 4: Ship Your Item

Ship the package using the provided return label or your preferred courier service to the address provided in your exchange authorization email.

3. Exchange Shipping Costs

Standard Exchanges

  • Customer responsibility: You are responsible for return shipping costs for standard exchanges (size/fit issues, change of preference)
  • Recommended method: Use a trackable shipping service and retain proof of postage
  • Cost: Typically ₹99–₹199 depending on location and courier

Free Exchange Shipping

We provide prepaid return shipping labels for:

  • Defective or damaged items
  • Incorrect items shipped
  • Quality issues or manufacturing defects
  • Orders over ₹5,000 (premium exchange service)

4. Exchange Process

Size and Color Exchanges

We offer free exchanges for size and color within 30 days:

  • Email exchanges@ra-elle.com with your order number and exchange request
  • We'll dispatch the replacement item upon receiving your original
  • No additional shipping charges for exchanges (India only)
  • Subject to availability of requested size/color

Out of Stock Exchanges

If your requested size/color is unavailable:

  • Choose an alternative product of equal or lesser value
  • Receive store credit for the full amount

5. Store Credit

If an exchange is not possible, we offer store credit as an alternative:

  • Instant credit (no waiting for processing)
  • Additional 10% bonus credit on exchanges over ₹3,000
  • No expiration date
  • Can be combined with promotional discounts
  • Transferable to friends and family

How to Use Store Credit

  • Automatically applied to your account
  • Enter credit code at checkout
  • Check balance in your account dashboard
  • Contact us to transfer or check balance

6. Defective or Damaged Items

Reporting Defects

If you receive a defective or damaged item:

  • Timeframe: Report within 48 hours of delivery
  • Contact: Email quality@ra-elle.com with photos
  • Include: Order number, item details, clear photos of defect/damage

Resolution Options

For defective or damaged items, we offer:

  • Free replacement: Priority shipping of replacement item
  • Store credit: Full credit including original shipping costs
  • Partial store credit: Keep the item with a credit (if minor defect)
  • Free return shipping: Prepaid label provided

7. Order Cancellation Policy

Before Shipment

You can cancel your order before it ships:

  • Timeframe: Within 24 hours of order placement
  • Method: Email cancel@ra-elle.com or call customer service
  • Resolution: Store credit issued within 3–5 business days
  • No fees: No cancellation charges

After Shipment

Once your order has shipped:

  • Cancellation is not possible
  • You may refuse delivery and return to sender
  • Standard exchange policy applies once delivered
  • Shipping charges are non-refundable

Pre-Orders and Custom Items

  • Pre-orders: Can be cancelled up to 48 hours before scheduled ship date
  • Made-to-order: Cannot be cancelled once production begins
  • Customized items: Non-cancellable and non-exchangeable

8. International Exchanges

For international orders:

  • Contact us before sending any items back
  • Customer responsible for return shipping costs and customs fees
  • Items must clear customs to be processed
  • Exchange processed once item is received and inspected
  • Processing time may be longer (10–15 business days)

9. Quality Guarantee

RA.ellé stands behind the quality of our premium athleisure:

  • All products undergo rigorous quality inspection
  • Manufacturing defects covered beyond 30-day exchange window
  • Contact us anytime with quality concerns
  • We'll work with you to find a fair resolution

10. Frequently Asked Questions

Can I exchange sale items?

Yes, sale items can be exchanged within 30 days unless marked as "Final Sale." Final Sale items are non-exchangeable.

Do you offer refunds?

We do not offer monetary refunds. All eligible requests are processed as exchanges or store credit.

What if I lost my receipt?

We can look up your order using your email address or order number. Contact us at support@ra-elle.com for assistance.

Can I exchange items purchased with a discount code?

Yes. Your exchange or store credit will reflect the amount you actually paid (after discount). The discount code cannot be reused.

How long does the exchange process take?

From the time you ship your item, allow 10–14 business days for the complete process (transit, inspection, and dispatch of replacement).

Can I exchange for a different product?

Yes, you can exchange for any product of equal or lesser value, subject to availability.

What if my shipment is lost in transit?

If you used our prepaid label, we'll investigate and resolve the issue. If you used your own shipping, please provide tracking information and proof of shipment.

We're here to ensure your complete satisfaction with every RA.ellé purchase.