Returns, Exchanges & Refunds

Please read this before you place an order. It explains how returns, exchanges and refunds work at ELEVATED, operated by Prime Collective Pvt. Ltd..

At a glance

• 3 days. You can request a return or exchange within 3 days of delivery.
• Exchanges are free.
• Returns cost ₹149 for prepaid orders and ₹199 for cash on delivery (COD) orders. This amount is deducted from your refund.
• A re-packing video is mandatory for every return and every exchange.
• All requests are made by email only.

1. Time limit

Email us within 3 days (72 hours) of the delivery date shown by the courier. Requests received after that cannot be accepted. The time your email reaches us is what counts, even if our reply comes on the next working day.

2. What can be returned or exchanged

The item must be unworn, unwashed and unaltered, with all tags attached and in its original packaging. Items that show signs of wear, washing, perfume, stains or damage after delivery are not eligible.

3. How to request

1. Email hello@elevatedstore.in with your order number, the item, and whether you want a return or an exchange.
2. You will receive an automatic acknowledgement straight away.
3. Our team replies between 11:00 am to 5:00 pm IST, Monday to Friday (closed on Indian public holidays and festivals). We do not reply to emails outside these hours, apart from automatic messages.
4. We will send you the next steps, including pickup or shipping instructions.

We handle all return, exchange and refund requests by email. We do not take phone calls or WhatsApp messages.

4. Exchanges

Exchanges for a different size or colour are free, subject to stock availability. If the size or colour you want is not in stock, we will let you know by email and you can choose another option or ask for a return.

An exchange also needs the re-packing video described in section 6 before we can process it.

5. Returns and the return fee

A return fee is deducted from your refund to cover the return shipment: ₹149 for prepaid orders and ₹199 for COD orders.

If we sent you a wrong, damaged or defective item, the return is free and no return fee is charged. Tell us in your email and include clear photos.

6. Mandatory re-packing video

Courier parcels are sometimes tampered with or swapped in transit. To protect both you and us, every return and every exchange needs a re-packing video.

The video must be one continuous, uncut recording that shows:

• the item, with its tags and condition clearly visible;
• the item being placed into the packaging;
• the parcel being sealed, with the shipping label visible.

Send the video with your request, or when we ask for it. We cannot process a refund or an exchange without this video.

7. After you ship the item

Return parcels usually take 7 to 14 days to reach our warehouse. Once received, every item goes through a quality check. We refund only items that pass it.

8. If we receive an item that is not ours

If the parcel we receive contains an item we did not ship, we will share our warehouse CCTV footage of the parcel being opened with you by email. We will investigate, which can take up to 14 days, and we ask you to wait while that happens. Your refund is on hold during the investigation.

9. How and when you are refunded

• Prepaid orders are refunded to the original payment method.
• COD orders are refunded to the bank account or UPI ID you give us by email.
• We start the refund within 7 working days after the item passes quality check. Your bank or payment provider may take a few more days to show it.
• Shipping charges paid on the original order are not refunded, except where the return is due to our error.

10. Cancelling an order

You can cancel an order by email before it is dispatched, and we will refund it in full. Once an order has been dispatched it follows the return process above.

Contact

Email hello@elevatedstore.in. Replies are sent between 11:00 am to 5:00 pm IST, Monday to Friday (closed on Indian public holidays and festivals).