Return and Exchange Policy

Eligibility for Return or Exchange

Returns or exchanges will be accepted only under the following circumstances:

  • The product is received in a damaged condition.
  • Any item is missing from the order.
  • Returns, exchanges, or refunds for any other reason are not permitted.

Request Timeline

  • All return or exchange requests must be raised within 24 hours of delivery.
  • A continuous, unedited unboxing video, recorded from the moment the sealed package is opened until the product is completely unpacked, is mandatory for all damage or missing item claims.
  • Requests submitted without a valid unboxing video or after 24 hours of delivery will not be accepted.

The video must clearly show:

  • The sealed package before opening.
  • The shipping label.
  • The complete unboxing process.
  • The condition of the clothing, including any visible damage, defects, or missing items.
  • All items received in the package, including any complimentary items.

Claims submitted without a valid, uninterrupted unboxing video will not be eligible for return or replacement.

Important

  • Every order is thoroughly inspected and video recorded during packing before dispatch.
  • Pastel Pallet reserves the right to verify all claims before approving a return or exchange.
  • Any request that does not comply with this policy may be rejected at Pastel Pallet's sole discretion.

Non-Eligible Claims

Claims for return, exchange, or replacement will not be accepted under the following circumstances:

  • Requests based on personal preference, including color, design, pattern, fabric, fit, style, size, or overall appearance.
  • The product has been worn, washed, altered, or damaged due to misuse, improper handling, or normal wear and tear.
  • The original packaging, tags, invoice, or any complimentary items are missing.
  • A complete, continuous, and unedited unboxing video is not provided.
  • The request is raised more than 24 hours after delivery.
  • The reported damage, defect, or missing item cannot be verified from the unboxing video.
  • The claim is found to be false, fraudulent, or inconsistent with our dispatch records.

Please check the size chart, product description, fabric details, and product images carefully before placing your order.

Cancellation Policy

  • Orders may be cancelled only before they are dispatched by contacting our Customer Support via email or phone.
  • Once an order has been dispatched, cancellation requests will not be accepted.
  • As Pastel Pallet does not accept returns or exchanges (except in cases of damaged or missing items reported in accordance with our Return & Exchange Policy), orders cannot be cancelled once they have been shipped.
  • Once a cancellation request has been confirmed, it cannot be reversed.
  • Any discounts, promotional offers, or coupon codes applied to the cancelled order will be considered utilized and will not be reinstated or refunded.