Return & Exchange Policy

Eligibility for Return / Exchange

Products are eligible for exchange only if:

• The request is made within 2 days of receiving the order.
• The item is unused, unworn, unwashed, and in its original condition with all tags attached.
• The product received is damaged, defective, or incorrect.

Non-Returnable Items

The following items are not eligible for return or exchange:

• Customized or made-to-order products.
• Products purchased during clearance or final sale events.
• Items damaged due to misuse or improper handling by the customer.

Mandatory Video & Photo Proof for Returns

To protect both our customers and Papillon, a video recording of the package opening is mandatory for all return or exchange requests. Requests submitted without this proof will not be accepted.

The video/photos must clearly show:

• Unboxing video: A continuous, unedited video starting from the sealed/unopened package through to fully unpacking the contents.
• Product condition: Clear footage or photos of the item(s) received, showing any damage, defect, or discrepancy.
• Packaging: The outer box or courier bag, including the shipping label, must be visible in the video.
• Order details: The packing slip or order confirmation must be visible in at least one frame.

Note: Videos must be recorded at the time of opening. Retroactive recordings will not be accepted as valid proof.

Exchange Process

• Contact us at contactpapillon1@gmail.com or WhatsApp us at +91 93282 01376 with your order details, the unboxing video, and photographs of the product.
• Our team will review the submitted proof within 2-3 business days and notify you of the outcome.
• Once approved, exchange instructions will be provided.
• Exchange shipping costs may be borne by the customer unless the product received is defective or incorrect.
• If you'd like to update your contact number for the exchange, please share the new number along with your request.

Refunds

• Refunds will be processed only in cases where the ordered product cannot be replaced.
• Approved refunds will be credited to the original mode of payment within 7-10 business days.