Returns, Refunds & Alterations Policy

1. Atelier Commitment & Quality Pledge

At PM Couture (operated by SRG Creations), every garment is meticulously handcrafted by master artisans, subject to rigorous triple-stage quality inspections before leaving our atelier.

In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, we provide clear, equitable policies respecting both our clients' statutory consumer rights and the intensive handcrafting intrinsic to authentic luxury couture.

2. 7-Day Return & Exchange Window (Ready-to-Wear)

For standard-sized luxury Pret and Ready-to-Wear garments (e.g., standard S, M, L, XL sarees, unstitched suit sets, pret dupattas):

• Return / Exchange Period: You may initiate a return or size exchange request within seven (7) calendar days from the official delivery date recorded by our logistics carrier.
• Eligibility Criteria:
  • The garment must be unworn, unwashed, unaltered, and free of any perfumes, stains, makeup marks, or snags.
  • All original designer labels, security seals, barcodes, and authenticity cards must remain intact and untampered.
  • The item must be returned in its original protective PM Couture luxury keepsake box / dust bag.
• Complimentary First Exchange: We provide one complimentary size exchange per ready-to-wear order, with reverse pickup and redelivery arranged entirely at our expense.

3. Bespoke Bridal & Made-to-Measure Policy

Garments commissioned under our Bespoke Bridal Tailoring service are individually patterned, cut, and hand-embroidered specifically to your unique anatomical measurements and personalized specifications.

• Non-Refundable for Cash: As recognized under Indian and international commercial practices for personalized custom goods, bespoke garments cannot be restocked or resold, and are therefore non-refundable for cash once production begins.
• Complimentary Atelier Fitting Guarantee: We ensure your couture fits flawlessly. Every bespoke bride is entitled to:
  • One (1) complimentary round of fitting adjustments within ten (10) calendar days of delivery.
  • Free reverse logistics to our atelier and priority express return delivery once perfected.
  • Direct consultation with our master pattern maker to inspect and adjust seams, waistbands, or hemlines.

4. Damaged, Defective or Transit Issue Protocol

All PM Couture shipments travel under comprehensive 100% transit insurance. In the rare event that your package arrives visibly damaged, tampered with, or contains an incorrect item:

• 48-Hour Reporting Window: Please notify our concierge within forty-eight (48) hours of delivery by emailing support@pmcouture.in or contacting WhatsApp concierge at +91 73191 81933.
• Evidence Requested: Please provide brief photographic or video documentation of the outer parcel seal and the specific defect.
• Resolution Guarantee: Upon quick verification, we immediately arrange an insured priority reverse pickup and offer you:
  1. An immediate priority remake/replacement; OR
  2. A 100% full refund (including any delivery charges) credited back to your original payment method.

5. Order Cancellation Guidelines

• Ready-to-Wear Orders: You may cancel any ready-to-wear order within twelve (12) hours of placement, or at any time while the order status is Pending or Confirmed. Once your order transitions to Packed (or is assigned an AWB tracking number), the parcel is securely sealed for courier handover and cancellations can no longer be accepted.
• Bespoke / Custom Orders: Bespoke orders may be cancelled within twenty-four (24) hours of booking before fabric cutting and artisan allocation commences. Once pattern drafting and handloom cutting begin, cancellations cannot be accommodated.
• Cancellation Refund: For eligible cancellations, 100% of the payment is initiated for refund within twenty-four (24) hours of cancellation request.

6. Refund Methods & Banking Timelines (RBI Norms)

In strict compliance with Reserve Bank of India (RBI) payment settlement guidelines and consumer protection standards:

• Inspection Window: Returned garments are inspected by our quality assurance atelier within forty-eight (48) hours of receipt at our workshop.
• Refund Initiation: Once approved, the refund is triggered instantly via our payment gateway (Razorpay).
• Bank Credit Timelines:
  • UPI / Instant Net Banking: 24 to 48 banking hours.
  • Credit Cards / Debit Cards: 5 to 7 business days, depending upon your issuing bank's settlement cycle.
• Original Payment Mode as Default: In compliance with RBI digital payment directives, refunds are by default credited directly to the original source payment instrument from which payment originated (Razorpay / UPI / Net Banking / Card).
• Optional Store Credit (Only on Explicit Client Request): Solely if explicitly opted for and consented to by the client, a refund may alternatively be issued as instant PM Couture atelier store credit with lifetime validity and a 5% courtesy concierge bonus.

7. Step-by-Step Return & Reverse Pickup Process

1. Initiate Request: Visit your customer account dashboard under My Orders and click "Request Return / Exchange", or email support@pmcouture.in with your Order ID.
2. Reverse Pickup Scheduled: Our courier partner (Shiprocket / BlueDart) will arrive at your doorstep within 24 to 48 hours. A secure tamper-evident return bag will be provided.
3. Handover & Receipt: Hand over the securely packed garment with its original tags. Ensure you collect the physical or SMS receipt confirmation from the courier executive.
4. Atelier Inspection & Settlement: Upon delivery to our Bengal atelier, the garment is verified and your refund/exchange is processed without delay.

8. Non-Returnable Items & Conditions

For reasons of hygiene, individualized handcrafting, and heritage fabric preservation, the following are non-returnable:

• Items marked explicitly as "Archive Sale" or "Final Clearance";
• Custom bespoke garments tailored to non-standard individual client measurements (eligible for complimentary alteration only);
• Garments with removed security seals, cut tags, or evidence of wear, scent, or alterations performed outside our atelier;
• Items reported outside the designated 7-day return window.

9. Concierge Helpdesk & Escalation Matrix

Our dedicated client care team is available to assist you through every step of your return, exchange, or bridal fitting: