Exchange & Return Policy

Your Satisfaction, Our Commitment

At Nav Durga Creation, every outfit we send out carries our name and our care. We want you to love what you receive — and if something is not right, we are here to make it right.
Please read our policy carefully before placing your order, as the nature of ethnic and bridal wear requires specific guidelines to protect both our customers and the integrity of our craft.

1. Exchange Policy

We offer exchanges within 7 days of delivery for online orders, subject to the conditions listed below.
To initiate an exchange, please contact us via WhatsApp or email within 7 days of receiving your order. Items must be shipped back to us within 3 days of raising the exchange request.
Exchanges are accepted for:
•Incorrect size or fit (where the product was not customised to your measurements)
•Wrong item delivered
•Significant colour variation from the product shown online

Exchanges are processed and dispatched within 7–10 working days of receiving the returned item and completing quality verification.

2. Return & Refund Policy

We accept returns within 7 days of delivery for online orders, provided the item meets our return conditions below.
Refunds are issued to the original payment source within 5–7 working days of the returned item passing our quality check. Alternatively, refunds may be issued as store credit, which carries no expiry and can be used toward any future purchase on navdurgacreation.com.

3. Conditions for Exchange & Return

To be eligible, all returned or exchanged items must meet the following conditions:
•Unworn, unwashed, and unaltered — the item must be in its original condition

•Original tags, labels, and packaging must be intact

•The item must not carry any stains, perfume, or odour

•Original invoice or proof of purchase must be included

•A clear photograph of the item showing its condition must be shared at the time of raising the request

Items that do not meet these conditions will not be accepted and will be returned to the customer at their expense.

4. Non-Returnable & Non-Exchangeable Items

The following categories are not eligible for return or exchange under any circumstances:
•Customised & made-to-measure outfits — items stitched or altered to your specific measurements
•Bridal wear — given the exclusive and personalised nature of bridal styling
•Sarees with stitched blouses or fall & pico work
•Accessories — including dupattas sold separately, jewellery, and embellishments
•Sale & discounted items marked as Final Sale
•Items that have been worn, washed, or altered after delivery

For customised products, if you are dissatisfied with the fit, we will offer complimentary alterations at no additional charge. If alteration is not possible, we will offer a replacement or store credit of equivalent value.

5. Defective or Incorrect Items

If you receive an item that is damaged, defective, or significantly different from what was shown on our website, please notify us within 48 hours of delivery with the following:
•Your order number
•A clear photograph of the defect or discrepancy
•A brief description of the issue
In such cases, Nav Durga Creation will bear all return shipping costs and arrange a priority replacement or full refund at no charge to you.

6. Order Cancellations

Orders may be cancelled within 24 hours of placement, provided they have not yet been dispatched or sent to production. Cancellation requests must be raised via WhatsApp or email.

•Cancelled within 24 hours: full refund to the original payment source
•Cancelled after 24 hours: store credit only, as production or dispatch may have already commenced
•Customised orders cannot be cancelled once production has begun

7. Return Shipping

•Within India: Customers are responsible for return shipping costs, except in cases of defective or incorrect items where Nav Durga Creation arranges and bears the cost of pickup
•International Orders: Return shipping, customs duties, and applicable taxes are borne by the customer

We recommend using a tracked and insured courier service for all returns. Nav Durga Creation is not responsible for items lost or damaged in transit during a return shipment.

8. Colour Disclaimer

We make every effort to represent our products accurately through photography. However, colours may appear slightly different on screen due to lighting, device settings, and monitor calibration. A reasonable variation in shade does not qualify as grounds for return. If you have concerns about a colour before purchasing, please contact us via WhatsApp for a real-time video view of the product.

9. Store Purchases

This policy applies to online orders only. For exchanges or concerns arising from in-store purchases at our Burra Bazar or Ram Mandir stores, please speak directly with our in-store team at the time of purchase or within 2 days of buying.

How to Raise a Request

To initiate a return or exchange, please contact us through any of the following:
•WhatsApp: +91 81001 37411
•Email: ecommerce@navdurgacreation.com
•Store Visit: 143/1/1 Cotton Street, Burra Bazar | 177A Chittaranjan Avenue, Ram Mandir, Kolkata

Please include your order number, name, and a photograph of the item when reaching out. Our team will respond within 24–48 business hours.


We believe every piece from Nav Durga Creation deserves to be cherished — and we are committed to ensuring your experience with us is nothing short of wonderful.