Refund policy

Exchange, Return & Refund Policy

At Eagle Ray, all sales are final. Returns are accepted only in limited circumstances as outlined below. We offer exchanges for size-related issues, subject to the terms and conditions mentioned in this policy.

Exchange Eligibility

  • Exchange requests must be raised within 7 days of delivery.

  • The product must be unused, unwashed, and returned in its original packaging with all tags intact.

  • Only one exchange is permitted per order.

  • Exchanges are subject to stock availability.

  • If the requested size is unavailable, a Gift Card may be issued as per the refund terms below.

Non-Exchangeable Items

  • Products purchased during sales, discounts, promotional offers, or clearance events are not eligible for exchange.

  • Exchanges are not accepted for reasons other than size-related issues.

  • Products returned in used, washed, damaged, altered, or tagless condition will not be accepted.

Exchange Fees

  • An exchange fee of ₹150 per product will be charged to cover reverse pickup logistics costs through our third-party shipping partners.

  • If reverse pickup is unavailable for your pin code, you will be required to ship the product to us at your own expense. In such cases, the ₹150 exchange fee will not be charged.

Exchange Timeline

  • Once the returned product is received and passes quality inspection, the exchange process typically takes 7–10 business days.

Returns

Returns are accepted only in the following cases:

  • Manufacturing defects or damaged products.

  • Incorrect product delivered.

  • Orders that remain undelivered due to issues attributable to Eagle Ray or its logistics partners.

All return requests must be raised within 48 hours of delivery (or within 48 hours of the delivery status being marked as delivered, in case of a dispute).

Refund Policy

  • No refunds are provided on prepaid or partially paid orders.

  • Refunds are issued only if the requested exchange size is unavailable.

  • A deduction of ₹150 per product will be made towards reverse pickup/logistics charges.

  • Any eligible refund will be issued exclusively in the form of a Gift Card, redeemable on the Eagle Ray website.

  • Refunds to bank accounts, UPI IDs, cards, wallets, or the original payment method are not supported.

Important Notes

Unboxing Video Requirement

For claims related to damaged, defective, missing, or incorrect products, a complete unboxing video is mandatory.

The video must clearly show:

  • The sealed package before opening.

  • The complete unboxing process without cuts, pauses, or edits.

  • The product and the damage, defect, missing item, or issue clearly visible.

Claims submitted without a valid unboxing video will not be considered.

Failed Deliveries & Undelivered Orders

Returns, refunds, or credits will not be provided for orders that remain undelivered due to:

  • Customer unavailability during delivery attempts.

  • Refusal to accept the parcel.

  • Incorrect or incomplete shipping address provided by the customer.

  • Failure to respond to courier or support team communications.

  • Failure to collect the parcel from the courier hub when requested.

In such cases, any prepaid or partially paid amount may be forfeited and will not be eligible for a refund.

Additional Conditions

  • Please review the size chart carefully before placing your order.

  • Only one exchange is permitted per order. Repeated exchange requests will not be accepted.

  • We are not responsible for delays caused by courier partners, weather conditions, natural events, or other circumstances beyond our reasonable control.

  • Eagle Ray reserves the right to reject any exchange, return, or claim that does not meet the conditions outlined in this policy.

How to Initiate an Exchange

To request an exchange, please visit our exchange portal and follow the instructions provided:

Exchange Portal: https://eagleray.in/apps/quickreturns

Need Help?

For any assistance, please contact us:

📧 Email: support@eagleray.in
📸 Instagram: @eagleray.in