Return, Exchange & Refund Policy

At Sage by Mala, we craft every piece with intention and care. Our return, exchange and refund policy is designed to be fair, transparent and sustainable, while protecting both our customers and our ability to continue creating slow-fashion pieces responsibly. Please review this policy carefully before placing your order.

Important Notice — Please Read Before Ordering

  • COD & Partial COD Customers: For eligible preference-based returns (sizing, fit or preference), refunds on Cash on Delivery and Partial COD orders are issued as Store Credit only. Bank transfer or source-mode refunds are not available for such returns.

  • Damage / Defect / Wrong Item / Material Misdescription: If an item is delivered damaged, defective, incorrect, or materially different from its product description, we will review the matter separately and provide an appropriate remedy, which may include a replacement or refund.

  • All Customers: Returns and exchanges are subject to eligibility conditions including payment mode, item category, item condition, and timeframe. Meeting the return timeframe alone does not guarantee eligibility.

1. Return Policy

  • Eligible Preference-Based Returns: A return request based on sizing, fit or preference will be considered eligible only when all of the following conditions are met: the item is not in a non-returnable category (see below); the request is initiated within 7 days of delivery; the item is in its original, unused condition with all tags attached and original packaging intact; proof of purchase is provided; and the item passes our quality verification on receipt.

  • Return Timeframe: Preference-based return requests must be initiated within 7 days of delivery. Requests raised after this window will not be accepted.

  • Condition of Item: Returned items must be unworn, unwashed, unaltered, free from stains, odours, makeup, perfume, or any signs of use, with all tags attached and packed in original packaging. Items that fail quality verification will be sent back to the customer and no refund, store credit or exchange will be processed.

Return Method & Fees

  • Return Handling Fee: A ₹150 handling fee per item applies to eligible preference-based returns. This fee covers reverse logistics and handling and will be deducted from the refund or store credit amount, as applicable.

  • Non-Refundable Charges: Standard shipping charges, express delivery charges, promotional or sale-period shipping charges and COD shipping charges are non-refundable for preference-based returns. The ₹200 Partial COD advance is also non-refundable where the parcel is refused or the balance is not paid on delivery, and will be adjusted toward logistics and return-to-origin costs incurred.

2. Non-Returnable Categories

The following categories are not eligible for preference-based return or exchange unless a verified manufacturing defect, transit damage, incorrect item supply, or material misdescription is established:

  • Clearance Items: All items purchased during clearance sale are final sale and cannot be returned or exchanged for preference-based reasons.

  • Promotional Gift Card Purchases: Items purchased using a promotional gift card (including a discount voucher, referral credit, reward credit or complimentary voucher) are not eligible for return. One size exchange is permitted at a charge of ₹250, subject to stock availability and the timeframes below.

  • Store Credit / Credit Note Purchases: Store credit issued against a prior COD or Partial COD return is distinct from a promotional gift card. Items purchased using such store credit are eligible for one size or style exchange, subject to stock availability, within 7 days of delivery. A ₹150 handling fee applies. Cash or bank transfer refunds are not available on store credit purchases except where a verified manufacturing defect, transit damage, incorrect item supply, or material misdescription is established.

  • Customized Outfits: Orders customised based on your measurements, fit requests or specific style instructions cannot be returned or exchanged.

  • International Orders: Due to cross-border logistics constraints, we do not offer preference-based returns or exchanges on international orders. Please refer to our International Orders Policy for details.

3. Exchange Policy

  • Eligibility: Exchanges are available on eligible items subject to stock availability. The same non-returnable category restrictions above apply, except where specifically stated.

  • Sizing & Fit: Sage by Mala provides a size guide based on standard body measurements. However, fit may vary across styles because of differences in design, silhouette, cut, fabric weight and construction. A garment in your measured size may feel different across styles. This is an inherent characteristic of fashion design and, by itself, does not constitute a manufacturing defect or misdescription. 

  • General Exchange Terms:

    • Only one free size or style exchange is permitted per order.

    • A second exchange, if approved, will be limited to a size exchange only and will incur a charge of ₹250.

    • A maximum of two exchanges is permitted per order.

    • Exchange requests must be raised within 7 days of delivery.

    • All exchanges are subject to stock availability at the time of processing.

4. Refund Policy

  • Prepaid Orders — Preference-Based Eligible Returns: For eligible preference-based returns on prepaid orders, refunds will be processed to the original payment method, minus the ₹150 handling fee, within 3–5 business days of our receiving and verifying the returned item. Please allow additional time for your bank or payment provider to reflect the credit.

  • COD & Partial COD Orders — Preference-Based Eligible Returns: For eligible preference-based returns on COD and Partial COD orders, refunds will be issued exclusively as Store Credit, minus the ₹150 handling fee. Cash, bank transfer or source-mode refunds are not available for such returns. Store Credit issued under this policy does not expire and may be used on eligible items on our platform.

  • Verified Damage / Defect / Wrong Item / Material Misdescription: If, upon review, we confirm that an item has a manufacturing defect, has been damaged in transit, an incorrect item was supplied, or the item is materially different from the product description, we will provide an appropriate remedy at no extra cost. Such remedy may include a replacement or a refund. Where a refund is approved for a COD or Partial COD order, it may be processed to your bank account, UPI or original payment mode, as applicable, including the ₹200 Partial COD advance and any balance paid on delivery.

  • Non-Refundable Charges: Shipping charges are non-refundable for preference-based returns. However, where we verify a manufacturing defect, transit damage, incorrect item supply, or material misdescription, we may also refund shipping charges where required or appropriate in the circumstances.

5. Damage, Defect, Wrong Item & Material Misdescription Claims

We take stringent measures to ensure every item leaves us in perfect condition. If your item arrives damaged, defective, incorrect, or materially different from the product description, please notify us as follows:

  • Transit Damage / Wrong Item: Please report visible transit damage or incorrect item supply within 48 hours of delivery with photographs and your order number.

  • Manufacturing Defect / Material Misdescription: Please report any manufacturing defect or material misdescription within 48 hours of delivery with photographs, your order number, and a clear description of the issue.

  • Condition for Claims: Items reported under this section must not be used beyond reasonable inspection or try-on required to identify the issue.

  • Review Process: We may request additional photographs, videos, packaging images or other details to verify the claim. Once the claim is verified, we will offer an appropriate remedy in accordance with this policy.

6. Order Cancellation Policy

  • Before Processing: Orders may be cancelled at no cost before they enter the processing stage. Any amount paid will be refunded to the original payment method.

  • After Processing but Before Dispatch: Once an order has entered processing, packaging or handover preparation, cancellation may not always be possible. Where we agree to such a cancellation, we may deduct actual, non-recoverable processing, packaging, payment gateway and handling costs already incurred, subject to a cap of ₹150.

  • If We Cancel: If we cancel an order after confirmation for reasons attributable to us, including stock unavailability, we will refund the full amount paid by you, including any Partial COD advance, without deduction.

  • Partial COD Advance — Refused Delivery / Unpaid Balance: If you refuse delivery or fail to pay the balance on delivery, the ₹200 Partial COD advance will be adjusted toward logistics, handling and return-to-origin costs incurred and will not be refunded.

7. How to Initiate a Return or Exchange

  1. Visit our Return & Exchange Portal and log in using your registered email address.

  2. Select your order and submit your return, exchange or claim request within the applicable timeframe.

  3. Follow the instructions provided. Where available, you may choose reverse pickup or send the item back directly.

  4. Once the returned item is received and passes verification, your exchange, Store Credit or refund will be processed in accordance with this policy.

  5. If you face any issue, please contact us at enquiry@sagebymala.com or WhatsApp +91 82874 17084.

8. Escalations & Unresolved Concerns

For unresolved concerns, please write to us at enquiry@sagebymala.com or WhatsApp +91 82874 17084. We aim to respond to all escalations within 48 hours.

9. Contact Us

For any queries related to returns, exchanges or refunds, please contact:

  • Email: enquiry@sagebymala.com

  • WhatsApp: +91 82874 17084

  • Address: Plot 232, Sector 37, Udyog Vihar Phase VI, Gurgaon – 122004, Haryana

  • Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

Our Commitment to Sustainability: By following this policy, you support our effort to reduce avoidable logistics waste and create fashion more responsibly. We appreciate your understanding.

10. Policy Updates

Sage by Mala may update or modify this policy from time to time. Any material changes will be reflected on this page. Such updates will apply prospectively. Orders already placed will continue to be governed by the policy version in force on the date of purchase.