RETURNS & EXCHANGES

Effective Date: 2 July 2026

At Saint Arqane, every garment is born from a deliberate commitment to fine craftsmanship, premium fabrication, and avant-garde design. To preserve the exclusivity, hygiene standards, and pristine condition of our collections, each piece is thoroughly inspected and documented under our strict Saint Standard quality framework prior to leaving our House.

This Policy establishes a transparent, fair, and legally secure framework governing exchanges, returns, and store credits for purchases made through our official platform. Our protocols strictly align with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and all applicable domestic e-commerce regulations within India.

By finalising an order with Saint Arqane, you acknowledge, understand, and agree to the terms, condition metrics, and timelines detailed below.

1. DEFINITIONS & INTERPRETATION

To ensure seamless understanding, the following operational terms apply across this Policy:

  • The Company ("Saint Arqane", "we", "our", "us"): Refers to the brand Saint Arqane, its operators, affiliates, and quality control personnel.
  • The Customer ("you", "your", "purchaser"): Refers to any individual or entity purchasing our products through official digital store-fronts.
  • Exchange: The one-time replacement of an eligible product for a different size, or an authorised alternative piece, subject strictly to live inventory availability.
  • Store Credit: A non-cash digital voucher issued by Saint Arqane, redeemable exclusively on our platform, with non-expiring validity.
  • Fulfilment Error: A verified logistical oversight by our packaging team, resulting in the dispatch of an incorrect style, size, or product variant.
  • Manufacturing Defect: A material anomaly in structural craftsmanship, construction, or final assembly that fundamentally and significantly compromises the garment's intended wearability, durability, aesthetics, or silhouette.

2. EXCHANGE ELIGIBILITY & REQUISITE TIMELINES

Saint Arqane operates on an Exchange-First Resolution Model. All sales are considered structurally final. We do not provide standard, change-of-mind refunds or cash reversals.

To be considered for a one-time exchange, your request must satisfy every element of the following criteria:
2.1 The 7-Day Window

You must initiate your exchange request via our official support channels within seven (7) calendar days from the exact date the shipment is marked as delivered by our logistics partners. Requests arriving outside this window will be automatically declined.
2.2 Eligible Grounds for Exchange
  • Size Alterations: Exchanging a garment for an alternate size of the exact same style, completely dependent on live stock availability.
  • Fulfilment Oversight: Receipt of an incorrect item, variant, or size caused directly by a brand error.
  • Verified Manufacturing Defect: A severe structural defect validated by our quality assessment team.
2.3 Strict Product Condition Metrics

Returned garments undergo a rigorous inspection under our Saint Standard framework. The piece will be rejected and sent back to you if it fails any of the following parameters:

  • The item must be completely pristine, unworn, unwashed, unaltered, and free from any external odours (perfumes, detergents, smoke), cosmetic smudges, or fabric stains.
  • Tags & Security Seals: All original luxury branding tags, barcode labels, and internal security attachments must remain perfectly intact, uncut, and untampered with. Removing or clipping tags immediately voids all exchange privileges, irrespective of the claim.
  • The piece must arrive in its original, undamaged luxury packaging, including custom garment bags, boxes, and structural inserts.

3. NON-ELIGIBLE REQUESTS & LIMITATIONS

To protect the integrity of our limited collections, requests under the following conditions will not be accepted for exchange, return, or store credit:
3.1 Change of Mind & Subjective Preferences

We do not accommodate returns or exchanges based on change of mind, subjective colour perception, lifestyle modifications, buyer’s remorse, or a failure to review the detailed sizing charts, measurements, and fabric specifications listed on our product pages prior to checkout.
3.2 Minor Manufacturing Variations

Our garments are crafted using premium treatments, complex material handling, and artisanal hand finishing techniques. Minor cosmetic variances that do not impact structural integrity or wearability shall not qualify as a Manufacturing Defect. These include:

  • Minor loose trim threads or stitching irregularities.
  • Slight print or graphic placement tolerances.
  • Natural grain or structural texture characteristics inherent to premium luxury textiles.
3.3 Lack of Verifiable Evidence

Any claim asserting a defect, damage, or shortage that cannot be cleanly corroborated by our internal packaging video logs or your verified unboxing footage or similarly credible evidence will be denied.

4. MANDATORY UNBOXING VIDEO PROTOCOL

In absolute alignment with our Shipping Policy, any customer reporting transit damage, missing items, or structural manufacturing anomalies must provide a single, continuous, and completely unedited unboxing video recorded at the exact moment of delivery.

The recording must adhere to the following sequence to qualify for claim assessment:

  1. Seal Verification: The video must commence before breaking the outer flyer or box, showing all sides to prove the external logistics packaging is completely factory-sealed and untampered with.
  2. Label Clarity: The shipping label, customer address, and tracking ID must be briefly brought close to the lens to remain clearly legible.
  3. Continuous Shot: The video must document the physical opening process and the extraction of every item in a single, unbroken frame. Any cuts, edits, digital enhancements, or time-lapses will instantly void the video’s eligibility.
  4. Immediate Condition: The camera must clearly capture the immediate state of the garment, its security tags, and luxury packaging elements upon removal.

Legal & Operational Safeguard: In the absence of such supporting evidence, Saint Arqane reserves the right to assess the claim based on the information available and may limit or reject claims that cannot be reasonably verified.

5. REVERSE LOGISTICS & ASSOCIATED SHIPPING COSTS

  • Customer-Driven Exchanges: If an exchange is requested due to personal sizing preferences or fit corrections, the customer will bear the standardised nominal reverse shipping and handling fees. Saint Arqane will absorb the forward shipping costs of sending the approved replacement garment back to you.
  • Brand-Driven Discrepancies: If an item is being exchanged due to a verified fulfilment error or a manufacturing defect authenticated by our team, Saint Arqane will arrange a complimentary reverse pick-up and fully absorb all logistical costs.
  • Inventory Unavailability: Because our drops feature highly limited quantities, an item may sell out entirely before an exchange can be processed. In these rare instances, Saint Arqane will issue a non-expiring Store Credit/Digital Gift Card equal to the item's purchase value. Store credit is non-transferable and cannot be converted into cash.

6. THE FRAUD PREVENTION & DISCRETION CLAUSE

Saint Arqane maintains a strict approach to transaction security and policy enforcement. We reserve the absolute right to permanently block customer accounts, cancel pending orders, or refuse reverse pick-up privileges if a profile exhibits indicators of policy abuse, fraudulent claims, manipulated video evidence, or digital extortion. All final determinations regarding a product's condition and exchange authorisation are executed strictly through our internal Saint Standard quality tracking logs.

7. CONCIERGE CARE & GRIEVANCE RESOLUTION

Should you need to initiate an exchange or submit verified unboxing footage for an outstanding logistics claim, please reach out directly to our dedicated concierge support:

  • Support Email: support@saintarqane.com
  • Operating Hours: Monday to Saturday | 10:00 AM to 6:00 PM IST (Closed on Sundays and National Holidays)

To Expedite Your Claim: Please format your email subject line with your official Order Number (e.g., Exchange Request | Order #10001). Attach clear photos of the item along with your continuous unboxing video. Our concierge team will review your file and respond with formal approval or next steps within 48 business hours.

8. GOVERNING LAW & JURISDICTION

This Policy, its structural applications, and all resulting customer claims are governed exclusively by the laws of the Republic of India.

Any unresolved disputes, legal controversies, or structural policy interpretations that cannot be cleared through good-faith mutual mediation shall fall under the exclusive jurisdiction of the competent courts situated in Amritsar, Punjab, India. By completing a transaction on our platform, you agree to submit to the jurisdiction of such courts.

If any single clause or provision of this Policy is deemed unenforceable or invalid by a court of competent jurisdiction, that specific provision shall be severed, and the remainder of this Policy shall continue in full legal force and effect.
Need Assistance?

For questions regarding shipping, fulfilment, exchanges, or delivery support, please contact:

support@saintarqane.com

Monday–Friday
10:00 AM – 6:00 PM IST