Policy

Cancellation & refunds

What you can cancel, what we put right, and how the money comes back.

In short: no returns or exchanges for a change of mind or a change of size. You can cancel free of charge within 2 hours of placing your order, and not after. If a parcel arrives damaged or wrong, we put it right at our own cost.

We do not accept returns

Panchhe is one small workshop, not a warehouse. Pieces are made in small numbers, and we are not set up to take garments back, check them over and put them back into stock. So we do not accept a return or an exchange because a piece was not wanted after all, or because the size chosen turned out to be the wrong one.

This is our policy, and it is stated here, on every product page and again in the terms before you pay. It is not a limit on your rights when something is actually wrong with the order — those are set out below, and we cover them at our own cost.

So please use the size guide before you order, and message us on WhatsApp with your child’s height and age if you are unsure. We would much rather spend five minutes on sizing than have you receive something that does not fit.

Cancelling an order

  • Within 2 hours of placing it, you can cancel for any reason, free of charge, and receive a full refund.
  • After 2 hours, work on your piece has begun and the order can no longer be cancelled.
  • To cancel, open your order — from the link in your confirmation email, or from your account — and tap Cancel order. The button disappears once the 2 hours are up.
  • Your refund is started straight away and goes back to the card, UPI or bank account you paid with. Razorpay usually takes 5–7 working days to credit it.

When we will refund or replace

A no-returns policy does not mean you carry the risk of our mistakes. We will replace the piece or refund you in full, whichever you prefer, if:

  • the parcel arrives damaged, torn or stained;
  • you receive a different piece or a different size than you ordered;
  • the piece is faulty — a seam that has given way, a broken fastening;
  • the order never reaches you.

Tell us as soon as you notice and send a photograph. We arrange and pay for the pickup ourselves — there is nothing for you to spend.

What is not a defect

Screens render colour differently, so a shade may sit slightly warmer or cooler than it looked on your phone. Where a print is cut across panels, the exact placement of a motif can differ from the photograph. Neither is treated as a fault.

How refunds reach you

  • Refunds go back to the original payment method — the same card, UPI ID or bank account you paid from. We cannot redirect a refund elsewhere.
  • We start the refund within 2 working days of approving it. Your bank then takes a further 5–7 working days to show the money.
  • Shipping charges are refunded too when the fault was ours.

Talk to us

Anything about an order, a refund or a size — get in touch. We answer Mon–Sat, 10am – 6pm and a real person reads every message.