Returns & Exchange Policy
Please note that this policy is valid for orders placed within India only.
What is Apella’s 15 days return policy? How does it work?
Apella’s 15 day returns and exchange policy gives users an option to return or exchange items purchased on Apella for any reason within 15 days of receipt of the item. We only ask that users don't use the product and preserve its original condition, tags and packaging. Users are welcome to try on a product but please take adequate measures to preserve its condition. There are two ways to return the product to us:
- Pick up: In most locations, we offer a free pick up service. Users will see a pickup option when users submit a return request
- Self-Ship: If we don't offer a pick up at users location, users will have to ship the product to us. In such cases, we will credit Rs. 100 into users Apella Store Credits account if the product satisfies the return policy
Once we pick up and receive users returned product, we will do a quality check of the product at our end and when the product passes the quality check we will credit the amount users paid for the products into the refund mode selected by users at the time of initiating return request. If the picked up product does not pass the quality check, we will ship it back to users. All exchanges are subject to stock availability and subject to users address being serviceable for an exchange. Please note that we are only able to offer size exchanges. If users wish to exchange users item for an alternate product, we suggest that users return it to obtain store credit and purchase the new item separately
The following EXCEPTIONS and RULES apply to this Policy:
- All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact.
- We only accept returns for products purchased directly from Apella’s desktop/mobile sites or app. Any return request for products purchased from our indirect online and offline distributors will be declined by us
- Please note that we do not refund any Shipping or COD charges incurred by users.
- Under our Exchange Policy, only size exchanges are allowed. Exchanges are allowed only if users address is serviceable for an exchange by our Logistics team
- If users self-ship users returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend users use a reliable courier service.
- If users self-ship users returns, a fixed amount of Rs. 100 will be reimbursed subject to users return having met our Returns and Exchange Policy
- Please allow 24 hours post-delivery of users order for users order status to be updated in users Apella account
- Please check the items, type of return/exchange and other related details carefully—our courier partner will pick-up only the items mentioned at the time of submitting the Return request by users
- In case the items handed over to the courier person doesn’t match the details of the items mentioned in the Return request, we will conduct an internal investigation and get back to users accordingly
- Both return and exchange on the same order should be done in the same go to avoid complication.
- If users self-ship any product without officially informing us through our return/exchange process, we will not process the return.
How do I return products purchased from Apella?
Users can return products purchased from Apella within 15 days of receiving the product. Please follow these steps -
- Create a 'Return’ under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us on the basis of the return mode
- We offer pick-up facility in select locations basis our courier serviceability
- If reverse pick-up option is not available at users location users can self-ship the product to us.
Pick-up: If users select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags intact. Keep the packet ready to expedite the return pickup. Once users return reaches our warehouse and the product has been approved by our quality staff, we will credit refund into the source selected by users at the time of return initiation
Self-ship: In case users area pin code is not eligible for “Pick-up” mode then please self-ship the product to us. Please pack the product and ensure product is unused, unwashed and all the tags are intact. Also, please mention Order No. and Return id on a piece of paper and place it in the packet. Kindly address the package to the following address -
Bhatanwali, N.H. 72,
Paonta Sahib, H.P.-173025
We will send users a confirmation email as soon as we receive the shipment at our warehouse.
How do I place an exchange request on Apella?
If users want to exchange products purchased from Apella, please follow the below mentioned steps:
- Users can create exchange for products purchased from Apella within 15 days of its delivery under “My Orders” section of App/Website/M-site. If users address is serviceable for exchange users will be able to proceed and generate an exchange id. Please note down users exchange id for future reference
- Place the product in a packet and seal it. Please ensure product is unused, unwashed with all the tags intact.
- Hand over the original product to our delivery staff once he/she arrives for the return pick-up
- Once the product is received at our warehouse and passes the necessary quality checks, we will ship the requested for exchange to users. Please note that if the exchange size is not available at our warehouse, we will contact users to convert users return into store credit or refund, as per users preference
- In case users face any size issue with the exchanged product as well, please note that we will not provide a further exchange. Users may self-ship the exchange back to us, and we will process store credit/refund for the same (excluding Shipping and/or COD charges) as per users preference
- The exchange process at Apella takes 8-12 business days from the date of placing the exchange request
How long will it take for me to receive the refund of my returned product?
- The entire return request to refund completed journey will take 15 - 18 business days
- We will pick up the return within 4 - 7 days from the request placement date
- The return takes about 6 - 8 business days to reach our warehouse
- Once the returned product is received at our warehouse and passes all the necessary quality checks, we will issue a refund to users. We will send a refund confirmation e-mail to users once we process the refund at our end, and it will take 3-4 business days for the amount to be credited into users account
- In case of any refund discrepancies, Apella may at its sole discretion, request users to share with us a screenshot of users bank statement
I returned my order and received store credits. How do I apply them?
- Once users return a product to us, we will add the value of users order (Minus any Shipping and/or COD charges) back in users account as Apella Store Credits. Users can use users store credits for further shopping with us
- Once users select the product/products to buy and add to bag, automatically a store credit tab will reflect the store credits utilized by users on the checkout page, and the total amount to be paid by users will be calculated after deducting the store credits in users Apella account
- Please note, users need to be signed in with users registered Apella ID to view and utilize users store credits
How do I return multiple products from a single order?
- If users are returning multiple products from a single order together, we will generate a single Return ID for all products and users will receive an e-mail confirmation for the same
- If users wish to return another product from a single order at a later date, still within the 15 days return policy, we will accept users return but we will not arrange a reverse pick-up for the second time. The subsequent returns for the same order will be self-shipped by users and no reimbursement for the same will be provided by us in any form
Does Apella pick up the product I want to return from my location?
Currently, we pick up products only from selected PIN Codes. If users area pin code is serviceable, users will be able to select the pickup option when users create a Return Request on App/Website/M-site. Please note the following salient points -
- We will pick up the return within 4 - 7 business days from the request placement date
- Please keep the return shipment ready
How can I Self-Ship the product to Apella?
If user’s area pin code is not serviceable for pickup, users will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. For all self-shipped returns, users will be reimbursed Rs. 100 via Apella Store Credits
Where should I self-ship the returns?
Please mention Order No. and Return id on a piece of paper and place it in the packet. Kindly address the package to the following address -
Bhatanwali, N.H. 72,
Paonta Sahib, H.P.-173025
Why has my return request been declined?
This may have happened, if the item users returned is used, damaged or original tags are missing. For more details, please call our customer care
Why did the pick-up of my product fail?
We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. Users can initiate a new return request, if the item meets the return criteria and is within 15 days from the date of delivery. For more details, please call our customer care
What is Apella’s Cancellation Policy?
Users can cancel an order until it has been packed at our Warehouse through our Website, Mobile Site or App. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.
Can I modify the shipping address of my order after it has been placed?
No, users cannot modify the order himself after placing an order on Apella. Please get in touch with cs@Apella.in, should users have any shipping address change request. Please note that the shipping address can only be changed before users order has been packed at our Warehouse.
How do I cancel my order?
Users need to be logged into users Apella account to cancel an order. Once users are logged in, tap on ‘My Orders’ section under the ‘My Account’ section and then select the order users want to cancel.
I just cancelled my order. When will I receive my refund?
If users had placed the order using Cash on Delivery, there is no amount to be refunded at our end as users haven’t paid for the order yet. For payments made via Credit Card, Debit Card, Net Banking or Wallets users will receive refund (including Shipping Charges) into the source account within 7-10 business days from the time of order cancellation. If payment was made by redeeming Apella store credit, refund will be initiated into users Apella Credits account within 1-2 days of user’s cancellation.