REFUND & EXCHANGE POLICY

Effective Date: March 2026

This Refund & Exchange Policy (“Policy”) is issued by CITIDRIP (“Company”, “we”, “us”, or “our”) and shall be applicable to all purchases made through the official website https://citidrip.in/ or any authorized sales channels operated by the Company. This Policy is framed in alignment with the provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws governing online commerce in India, with the objective of ensuring transparency, fairness, and consistency in addressing post-purchase customer concerns.

CITIDRIP operates as a modern apparel brand offering a combination of made-to-order and ready-to-ship products, including limited drops and curated collections. Due to the nature of this business model, which involves controlled inventory cycles, production planning, and hygiene-sensitive products, the Company follows a strict exchange-oriented framework rather than a traditional return-and-refund model. This Policy is therefore designed to clearly define the rights, responsibilities, and obligations of both the customer and the Company with respect to exchange eligibility, product handling, and non-cash refund mechanisms.

By placing an order on the CITIDRIP platform, the customer acknowledges that they have read, understood, and agreed to the terms outlined in this Policy, and consent to be bound by the same.

The Company recognizes the importance of customer satisfaction and undertakes to ensure that any genuine concerns arising from product defects, incorrect fulfilment, or eligible exchange scenarios are addressed in a fair and time-bound manner. At the same time, this Policy establishes reasonable limitations to prevent misuse, protect operational viability, and maintain product quality standards.

CITIDRIP follows a strict no-cash refund policy, and under no circumstances shall refunds be issued in the form of cash, bank transfers, UPI reversals, card refunds, or any original mode of payment. Any approved request under this Policy shall be fulfilled either through product exchange or issuance of store credit, subject to inspection and verification. The store credit, where applicable, shall be issued in the form of a non-transferable code equivalent to the value of the product, excluding any shipping or convenience charges, and shall be redeemable against future purchases within a limited validity period.

An exchange request shall be considered valid only if it is initiated within two (2) days from the date of delivery of the product. The customer is required to communicate such request through the designated support channel, along with relevant details including order identification, product information, and supporting evidence where necessary. In cases involving damaged, defective, or incorrect products, the customer must report the issue within twenty-four (24) hours of delivery, failing which the Company reserves the right to reject such claims on grounds of delayed reporting.

For a product to qualify for exchange, it must be returned in its original condition, meaning that it must be unused, unwashed, unworn, free from stains or odors, and accompanied by all original tags, labels, and packaging materials. The Company reserves the sole right to inspect the returned product upon receipt and determine whether it meets the eligibility criteria set forth in this Policy. Any product that shows signs of usage, alteration, damage caused after delivery, or missing components shall be deemed ineligible for exchange, and the request may be rejected without any replacement or credit issuance.

It is further clarified that certain categories of products may be designated as non-exchangeable at the time of purchase, including but not limited to clearance items, discounted stock, limited-time drops, or products explicitly marked as final sale. Additionally, exchange requests arising from subjective preferences such as change of mind, color perception differences due to screen variations, or incorrect size selection by the customer may not be entertained, unless otherwise specified by the Company on the product page.

Upon receipt of a valid exchange request, the Company shall review the request within a reasonable timeframe, typically within forty-eight (48) hours, and communicate approval or rejection to the customer. In the event of approval, the Company may arrange a reverse pickup through its logistics partners, subject to serviceability of the customer’s location, or alternatively request the customer to self-ship the product to a designated address. In cases where self-shipping is required, the customer shall bear the responsibility of ensuring safe and secure packaging of the product to prevent any damage during transit.

Once the returned product is received by the Company, it shall undergo a quality inspection process, which may take up to three (3) business days. If the product successfully passes inspection, the Company shall proceed with either dispatching a replacement product or issuing store credit, as deemed appropriate. The entire exchange process, from approval to completion, is generally concluded within five (5) to seven (7) business days, subject to operational and logistical factors.

The store credit issued, if applicable, shall be valid for a limited period, typically ninety (90) days from the date of issuance, and must be used in a single transaction. Any unused balance shall not be carried forward, and the credit shall not be redeemable for cash or transferable to another individual. The Company shall not be responsible for any expired or unused credits, and customers are advised to utilize the same within the stipulated validity period.

The customer is expected to act in good faith and comply with all procedural requirements outlined in this Policy, including timely communication, accurate information sharing, and proper handling of products intended for exchange. Any misuse, abuse, or fraudulent activity detected in relation to exchange requests may result in denial of service and restriction of future transactions at the sole discretion of the Company.

CITIDRIP shall not be held liable for any delays or failures in the exchange process arising from circumstances beyond its control, including but not limited to logistics disruptions, force majeure events, or third-party service failures. Additionally, the Company shall not bear responsibility for products lost or damaged during return transit in cases where the customer has arranged self-shipping.

Orders once placed may be cancelled only prior to dispatch, and no cancellation requests shall be entertained once the product has been shipped. In the case of Cash on Delivery (COD) orders, the Company reserves the right to confirm the order prior to dispatch, and failure to verify may result in cancellation.

For any concerns, disputes, or grievances arising out of this Policy or related transactions, customers may contact the Company through the official support email at citidrip.in@gmail.com. The Company shall make reasonable efforts to acknowledge and resolve such concerns within a commercially acceptable timeframe.

This Policy shall be governed by and construed in accordance with the laws of India, and any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in Dehradun, Uttarakhand.

The Company reserves the right to amend, modify, or update this Policy at any time without prior notice, and such changes shall become effective upon publication on the website. Customers are encouraged to review this Policy periodically to stay informed of any updates.

By continuing to use the CITIDRIP platform and placing orders, the customer confirms their acceptance of the terms set forth in this Policy in its entirety.