REFUND, RETURN, CANCELLATION & EXCHANGE POLICY

Brand: Nikloop
Effective Date: 15 October 2026
Last Updated: 15 October 2026
Website: www.nikloop.com

1. Introduction

At Nikloop, we value our customers and strive to provide carefully crafted handmade crochet products, accessories, gifts, and other lifestyle products that meet the quality standards and product descriptions displayed on our website.

This Refund, Return, Cancellation & Exchange Policy (“Policy”) explains the conditions under which orders placed through Nikloop may be cancelled, returned, exchanged, replaced, or refunded.

This Policy applies to purchases made directly through the official Nikloop website, unless a separate policy expressly applies to a particular sales channel.

By placing an order, customers acknowledge that they have had the opportunity to review this Policy before completing their purchase.

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or legal remedy that cannot lawfully be excluded or restricted under applicable law.

2. Scope and Applicability

This Policy covers:

• Order cancellations.
• Returns and exchanges.
• Refund eligibility and processing.
• Damaged, defective, incorrect, or misdescribed products.
• Missing items and incomplete orders.
• Lost, delayed, or undelivered shipments.
• Customised and made-to-order products.
• Sale items, promotional offers, and gift purchases.
• Payment failures, duplicate payments, and refund disputes.
• Return shipping charges and refund deductions.
• Customer complaints and grievance redressal.

The availability of a particular remedy depends on the circumstances, the product purchased, the stage of fulfilment, and applicable law.

3. General Return and Refund Principles

Nikloop aims to handle return and refund requests fairly, transparently, and within the applicable legal timelines.

The following principles apply:

1. Products should be supplied in accordance with the order confirmation, material product descriptions, and applicable quality and safety requirements.
2. Customers should receive clear information about the applicable return, refund, exchange, cancellation, and shipping conditions before purchase.
3. Eligible refund requests will be assessed promptly and processed within the timelines required by applicable law and the relevant payment system.
4. Products that are defective, damaged in transit, incorrect, materially different from their advertised description, or otherwise eligible for a remedy under applicable law will be handled in accordance with the customer’s legal rights.
5. Handmade or customised status will not be used to deny a remedy where a product is defective, incorrectly supplied, materially misdescribed, or otherwise covered by a mandatory legal remedy.
6. Nikloop will not impose an unfair or unlawful deduction, cancellation charge, or other restriction on an eligible refund.

4. Eligibility for Returns

A return request may be considered in the following circumstances, subject to applicable law and the specific facts of the order.

4.1 Damaged Products

If a product arrives physically damaged, customers should contact Nikloop as soon as reasonably possible after delivery.

Examples include:

• Significant damage to the crochet item.
• Broken or detached components.
• Damage caused during transportation.
• Severe packaging damage that has affected the product.
• Other material physical damage present at delivery.

Photographs or videos may be requested to help assess the claim. However, the absence of a particular type of photograph or an unboxing video will not automatically defeat a legitimate claim where other evidence establishes the issue or applicable law requires a remedy.

4.2 Defective Products

Customers may request an appropriate remedy if a product has a manufacturing defect, a material workmanship issue, or another defect that makes it materially different from what was promised or reasonably expected.

Examples may include:

• Material stitching or assembly defects.
• Components that detach under ordinary intended use.
• Significant structural damage not disclosed before purchase.
• A material defect in construction or finish.

Minor variations inherent in handmade craftsmanship are addressed separately in Section 11 and do not automatically constitute defects.

4.3 Incorrect Products

If the delivered product is different from the product ordered, customers should contact Nikloop with their order details.

Examples include:

• The wrong product or design.
• The wrong size or colour where the selected option was not supplied.
• An incorrect personalised name or message attributable to Nikloop.
• Missing products from a multi-item order.
• A materially different product supplied without the customer’s agreement.

Depending on the circumstances, Nikloop may offer a replacement, correction, return, or refund as appropriate and legally required.

4.4 Product Materially Different from Its Description

If a product materially differs from its listing, confirmed specifications, or agreed customisation, customers may contact Nikloop to request an appropriate remedy.

Examples include materially incorrect dimensions, a different design, an unapproved substitution, or a significant discrepancy in the promised product features.

Minor differences in colour caused by screen settings or reasonable handmade variation will be assessed in context and will not automatically qualify as a defect.

4.5 Missing Items or Incomplete Orders

If an order arrives with an item missing or an accessory absent that was expressly included in the listing, the customer should contact Nikloop.

After reasonable verification, Nikloop may arrange delivery of the missing item, provide another appropriate remedy, or issue a refund where applicable.

4.6 Other Legally Protected Return or Refund Situations

Customers retain any applicable rights arising from non-delivery, failure to fulfil an order, unfair trade practices, product defects, misrepresentation, or other circumstances recognised by applicable consumer-protection law.

Nothing in this Policy limits mandatory remedies available under law.

5. Change-of-Mind Returns

Because Nikloop specialises in handmade and potentially made-to-order products, change-of-mind returns may be subject to product-specific eligibility conditions.

Where permitted by applicable law, a customer who simply changes their mind, orders the wrong variant, or no longer wants an accurately described product may be eligible for a return only if the applicable product listing or a written agreement expressly provides for it.

Where voluntary change-of-mind returns are offered, the applicable return window, product condition requirements, shipping responsibility, and any lawful charges will be disclosed before purchase.

If no voluntary change-of-mind return is offered for a particular product, that limitation does not remove a customer’s statutory rights relating to defective, damaged, incorrect, misdescribed, or undelivered products.

6. Non-Returnable and Restricted Products

Subject to applicable law, certain products may not qualify for voluntary change-of-mind returns.

These may include:

• Personalised products made according to the customer’s approved specifications.
• Custom crochet products created specifically for an individual order.
• Made-to-order products where production has commenced, if the applicable cancellation terms lawfully permit restrictions.
• Products expressly identified as final sale before purchase, where such a restriction is lawful.
• Products damaged after delivery through misuse, accidental damage, improper care, or unauthorised modification, to the extent the damage is unrelated to an existing defect or another legally protected claim.

Important: These restrictions apply only to voluntary returns where legally permitted. They do not automatically prevent returns, refunds, replacements, or other remedies for defective, damaged, incorrectly supplied, materially misdescribed, or otherwise legally eligible products.

Any product-specific exclusion will be communicated clearly before checkout.

7. Return Request Window and Procedure

For voluntary returns, the applicable return window will be specified on the product page or at checkout before the purchase is completed.

For damage, defects, incorrect items, or other issues, customers should notify Nikloop as soon as reasonably possible after discovering the issue. A customer will not lose a mandatory legal remedy merely because a request was not submitted within a voluntary return window, where applicable law provides otherwise.

To request a return or refund:

1. Contact Nikloop using the official customer support email provided on the website.
2. Include your order number, registered email address or phone number, and a description of the issue.
3. Identify the product and the remedy requested, if known.
4. Provide relevant photographs, videos, packaging details, or other supporting evidence where reasonably available.
5. Follow the return instructions provided by Nikloop, where a return is appropriate.
6. Retain the tracking or collection reference until the matter is resolved.

Nikloop will review the request and communicate the next steps.

Customers should not send products to an unverified address. Returns must be coordinated through the official support channel.

8. Order Cancellation Policy

8.1 Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched.

Nikloop will assess the request based on the order status, whether production or fulfilment has begun, and applicable law.

Where cancellation is accepted, any amount refundable under the applicable terms and law will be returned through an appropriate payment method.

8.2 Cancellation of Custom or Made-to-Order Products

Custom and made-to-order products may require materials, labour, design work, or production specifically for the customer.

Where applicable law permits, cancellation options may depend on whether the work has commenced and whether the product can reasonably be resold.

Any cancellation restriction or charge must be disclosed before purchase and must be lawful, fair, and proportionate.

A cancellation restriction will not apply where it would unlawfully prevent a consumer from obtaining a mandatory remedy.

8.3 Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be operationally possible.

Customers should contact Nikloop for assistance. Depending on the circumstances, the request may be handled as a shipment interception, delivery refusal, return, or refund request.

Any applicable shipping or cancellation charge must be lawful and disclosed in advance. No charge will be imposed contrary to mandatory consumer-protection requirements.

8.4 Cancellation by Nikloop

Nikloop may cancel an order where reasonably necessary, including circumstances involving:

• Product unavailability.
• An inability to fulfil the order.
• A payment failure or confirmed fraudulent transaction.
• A material pricing or listing error, subject to applicable law.
• A delivery restriction or other genuine operational impossibility.

Where Nikloop cancels a paid order and the customer is entitled to a refund, the refundable amount will be processed promptly through the appropriate payment method.

If an order is cancelled because Nikloop cannot fulfil it, the customer will not be charged for a product that is not supplied.

Nikloop will not use cancellation powers to impose unfair or discriminatory treatment.

8.5 Cancellation Charges

Any cancellation charge must comply with applicable law, be fairly structured, and be disclosed before the customer places the order.

Where applicable e-commerce rules prohibit a business from imposing a cancellation charge on a customer unless a corresponding charge is also borne by the business when it unilaterally cancels, Nikloop will comply with that requirement.

9. Refund Eligibility and Available Remedies

Depending on the circumstances, applicable law, and the customer’s legal entitlements, a request may result in one or more of the following:

• A full refund.
• A replacement of the affected product.
• Repair or correction, where appropriate and legally permissible.
• Delivery of missing items.
• Correction of an incorrect personalised product.
• A partial refund where a partial remedy is lawful and appropriate.
• Cancellation and refund of an unfulfilled order.

A replacement or other remedy will not be imposed as a substitute for a refund where the customer is legally entitled to a refund.

Refund eligibility will be determined based on the relevant facts, the terms disclosed before purchase, and applicable law.

10. Refund Processing Timelines

Once a refund is approved, Nikloop will initiate it within the period required by applicable law and the relevant payment system.

The time taken for the amount to appear in the customer’s account may depend on the payment provider, bank, card issuer, UPI service, or other financial institution.

The following principles apply:

• Refunds will be processed without undue delay.
• Mandatory statutory deadlines will take precedence over any indicative processing period stated by Nikloop.
• Customers will be informed if additional verification or information is reasonably required.
• If a refund is delayed beyond the applicable period, customers may contact Nikloop for a status update.
• Nikloop will not treat the initiation of a refund as proof that the customer’s bank has already credited the amount.

Where an indicative processing estimate is provided, it is an estimate only and does not extend a shorter mandatory legal deadline.

11. Handmade Products and Natural Variations

Nikloop products may be handmade, crocheted, or individually finished. As a result, minor variations may occur between products.

Reasonable handmade variations may include:

• Small differences in stitch patterns or texture.
• Slight variations in dimensions within the stated tolerances.
• Minor differences in shape or finish.
• Subtle colour variations between batches.
• Differences caused by yarn texture, dye lots, lighting, or display settings.

Such variations will not automatically constitute defects where the product remains consistent with the material description, stated specifications, and reasonable expectations established before purchase.

However, handmade status does not excuse material defects, significant deviations from agreed specifications, incorrect customisation, misleading descriptions, or other failures to meet applicable legal requirements.

Where precise dimensions, colours, or specifications are essential to a product, Nikloop should disclose the relevant tolerances or limitations on the product page before purchase.

12. Returns of Customised and Personalised Products

Customers should carefully review all personalised details before confirming a custom order.

These may include:

• Names and spellings.
• Initials and dates.
• Selected colours.
• Dimensions and design options.
• Messages or gift notes.
• Reference images and other specifications.

Where a customer has supplied incorrect information or approved a design containing an error, a voluntary return or refund may be restricted where permitted by law and where the product was made accordingly.

If Nikloop makes an error in producing the approved customisation, or the product is defective or materially inconsistent with the agreed specifications, the customer may be entitled to an appropriate remedy.

Any customer approval process should be clearly documented to reduce disputes.

13. Return Shipping and Collection Charges

Responsibility for return shipping costs will depend on the reason for the return and applicable law.

13.1 Defective, Damaged, Incorrect, or Misdescribed Products

Where the return or refund is due to a defect, damage, incorrect supply, material misdescription, or another failure attributable to Nikloop, the business will arrange or reimburse reasonable return shipping costs where required by applicable law or appropriate to the approved remedy.

Customers should contact support before shipping the item so that a suitable return method can be arranged.

13.2 Voluntary Change-of-Mind Returns

For voluntary returns permitted under the product’s disclosed terms, the customer may be responsible for return shipping where that condition was clearly communicated before purchase and is lawful.

No return shipping deduction will be applied where prohibited by law.

13.3 Lost Return Shipments

Customers should use a trackable return service where practicable and retain the shipment receipt.

If a return shipment is lost, Nikloop will assess the circumstances, available tracking information, the agreed return arrangements, and applicable law before determining the appropriate next step.

13.4 Original Delivery Charges

The treatment of original delivery charges will depend on the reason for the refund and applicable law.

Where a full refund of delivery charges is legally required, Nikloop will include them in the refund. For voluntary partial returns or other situations where a deduction is lawful, the treatment of delivery charges will follow the terms disclosed before purchase.

14. Product Condition and Return Packaging

Where a return is permitted, customers should take reasonable care of the product while it is in their possession.

Where applicable, returned items should include:

• The product being returned.
• Original accessories or components supplied with the product.
• Relevant packaging, where reasonably available.
• The order reference or other information needed to identify the purchase.

For handmade crochet products, customers should avoid washing, altering, stretching, or otherwise modifying an item before an approved return unless necessary for safety or directed by Nikloop.

The absence of original packaging will not automatically invalidate a legally protected claim.

Nikloop may inspect returned products to establish the condition of the item and the nature of the reported issue. Any decision will be made fairly and in accordance with applicable law.

15. Damaged, Defective, or Incorrect Items: Resolution Process

When a customer reports an issue, Nikloop may request reasonable information to verify the claim, such as photographs, the packaging condition, or the order number.

Following assessment, Nikloop may offer an appropriate remedy, which may include:

• Replacement of the affected product.
• Correction or completion of the order.
• Collection and return of the product.
• A refund.
• Another remedy agreed with the customer and permitted by law.

The appropriate remedy will depend on the issue, product availability, the customer’s legal rights, and the facts of the case.

Nikloop will not unreasonably delay a valid remedy or require unnecessary steps that would unfairly burden the customer.

16. Lost, Delayed, or Undelivered Orders

If tracking information indicates that an order is delayed, lost, or delivered to the wrong address, customers should contact Nikloop.

Nikloop may coordinate with the courier or delivery provider to investigate the shipment.

Depending on the findings and applicable law, Nikloop may arrange a replacement, refund, redelivery, or other appropriate remedy.

A shipment marked “delivered” may be investigated if the customer reports non-receipt. Delivery scans alone will not automatically prevent consideration of a legitimate claim.

Customers should provide accurate delivery information at checkout. Where a delivery failure results from an incorrect address supplied by the customer, the circumstances will be assessed fairly, subject to applicable law.

Any additional shipping charge for a redelivery must be lawful and appropriately disclosed.

17. Cash on Delivery (COD) Orders

For eligible Cash on Delivery orders:

• No online payment refund is necessary if the order was never paid for.
• If a COD order has already been paid for and is eligible for a refund, Nikloop may request verified bank or other lawful payment details to process it.
• Refunds will be made through a suitable method, subject to payment-system requirements and applicable law.
• Customers should not provide their UPI PIN, OTP, banking password, or card security code to receive a refund.

A refund will not be denied solely because the original transaction used COD, where the customer is legally entitled to a refund.

18. Failed Payments and Duplicate Transactions

If a payment fails but money appears to have been deducted, the customer should first check the transaction status with their payment provider and contact Nikloop with the order or transaction reference.

If a duplicate payment is confirmed for the same order, Nikloop will arrange for the excess amount to be refunded or otherwise resolved as appropriate.

Payment reversals, failed-payment reversals, and bank-side credits may be handled by the payment gateway or financial institution. Nikloop will assist with the information reasonably available to it.

Customers should not share confidential banking credentials when reporting a payment issue.

19. Partial Refunds and Multiple-Item Orders

Where an order contains multiple products, the issue may relate to only one item.

Depending on the circumstances, Nikloop may:

• Replace the affected item.
• Refund the affected item.
• Refund a missing item.
• Provide another appropriate remedy.

Any partial refund must be calculated transparently and must not reduce a customer’s mandatory legal entitlement.

Where a discount, bundle offer, or promotional price affects the calculation, Nikloop will apply the offer’s clearly disclosed terms, subject to applicable law.

Nikloop will not make an arbitrary deduction merely because the customer is returning only part of an order.

20. Sale Items, Discounted Products, and Promotional Offers

Products purchased during a sale, promotional campaign, clearance event, or with a coupon code remain subject to applicable consumer-protection law.

A discounted price does not remove a customer’s right to an appropriate remedy for a defective, damaged, incorrect, materially misdescribed, or otherwise legally eligible product.

Any restriction on voluntary change-of-mind returns for sale products must be disclosed before purchase and must be lawful.

Where a refund affects a multi-product offer, bundle discount, or free-gift promotion, the calculation will follow the terms disclosed at purchase, provided those terms are lawful and fair.

21. Free Gifts, Bundles, and Promotional Items

If a purchase includes a free gift or promotional item, the applicable offer terms will explain how returns and refunds affect the offer.

Where a complete order is returned under a lawful voluntary-return arrangement, Nikloop may request the return of an unused promotional item if that condition was disclosed before purchase and is lawful.

If the promotional item itself is defective or incorrectly supplied, the customer may be entitled to an appropriate remedy.

Any adjustment involving a free gift or bundle must be transparent and must not unlawfully reduce a refund.

22. Gift Cards, Store Credits, and Vouchers

If Nikloop offers gift cards, store credits, or vouchers, the applicable product-specific terms will specify their validity, permitted uses, and any lawful restrictions.

Where a customer is entitled to a monetary refund under applicable law, Nikloop will not substitute store credit or a voucher without the customer’s agreement where such substitution is not legally permitted.

Promotional vouchers and goodwill credits may be subject to their disclosed terms, provided those terms comply with applicable law.

23. Refunds for International Orders

If Nikloop accepts orders from outside India, international returns and refunds may be affected by:

• International shipping costs.
• Customs duties and import taxes.
• Currency conversion.
• Payment gateway charges.
• Local consumer-protection requirements.
• Import and export restrictions.

The applicable terms should be disclosed before the customer places an international order.

Nothing in this section excludes mandatory rights under the law applicable to the transaction.

Unless expressly stated otherwise, this Policy does not guarantee reimbursement of customs duties or taxes charged independently by foreign authorities. Any refund of such amounts will depend on the applicable law, customs process, and circumstances.

24. Refund Method and Currency

Where practicable, refunds will be processed through the original payment method.

Depending on the payment provider and applicable requirements, an alternative verified method may be used where necessary and lawful.

The refund amount will be calculated in accordance with the applicable refund entitlement and the actual transaction records.

For international transactions, the amount received by the customer may be affected by exchange-rate movements or the receiving institution’s charges. Nikloop will not use these factors to avoid a refund obligation imposed by law.

25. Rejected or Unsuccessful Return Requests

If Nikloop determines that a voluntary return does not meet the disclosed eligibility conditions, it will communicate the reason to the customer.

Where appropriate, Nikloop may provide available evidence or explain the next steps.

A rejection will not be based on an unlawful exclusion, an unfair condition, or an attempt to avoid a mandatory consumer remedy.

If the customer disagrees with the decision, they may raise the matter through the grievance process described below.

26. Refund Abuse and Fraud Prevention

Nikloop may investigate suspected fraudulent or abusive activity, including:

• Repeated false damage claims.
• Materially inconsistent return information.
• Deliberate substitution of products.
• Evidence of tampering or misuse.
• Duplicate refund claims for the same transaction.
• Unauthorised or suspicious payment activity.

Any investigation will be based on relevant facts and carried out fairly.

Nikloop may take lawful steps to protect its business, challenge a fraudulent claim, or restrict an account where justified. However, fraud-prevention measures will not be used arbitrarily to deny legitimate refunds or other statutory rights.

27. Chargebacks and Payment Disputes

Customers are encouraged to contact Nikloop first when a payment or refund issue arises so that the matter can be reviewed promptly.

This request does not prevent a customer from contacting their bank, payment provider, card issuer, or other competent authority or exercising any applicable statutory right.

If a chargeback or payment dispute is initiated, Nikloop may provide relevant order, payment, shipping, and communication records to the payment provider, subject to applicable law and data-protection requirements.

Any duplicate reimbursement will be reconciled fairly, without prejudice to the customer’s lawful rights.

28. Consumer Protection and Non-Waiver of Legal Rights

This Policy is intended to comply with applicable Indian consumer-protection and e-commerce laws, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, as amended or replaced from time to time, and other applicable legislation.

Nothing in this Policy:

• Excludes liability where such exclusion is prohibited by law.
• Removes a consumer’s statutory rights or remedies.
• Authorises an unfair trade practice.
• Permits misleading product descriptions or undisclosed charges.
• Overrides mandatory refund, cancellation, or complaint-handling requirements.
• Prevents a customer from approaching a competent consumer authority or court.

If any provision of this Policy is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

29. Customer Grievance Redressal

Customers may contact Nikloop to raise questions or complaints concerning returns, refunds, exchanges, cancellations, payment issues, or order fulfilment.

Brand: Nikloop

Customer Support Email: contact@nikloop.com

Grievance Officer / Designated Contact: Saransh Jain

Grievance Email: grievances@nikloop.com

Registered Business Name: FREELANCE MANTRA PRIVATE LIMITED

Registered Business Address: ROHINI, DELHI 110085

Customer Support Phone: +91 7042195460

Website: www.nikloop.com

Please include the following information when raising a complaint:

• Order number.
• Name and registered contact details.
• Date of purchase.
• Description of the issue.
• Relevant photographs, payment references, or tracking information, where available.
• The remedy requested.

Nikloop will acknowledge consumer complaints within forty-eight hours and endeavour to redress them within one month of receipt, in accordance with applicable e-commerce requirements.

Where a different or shorter mandatory deadline applies, that deadline will take precedence.

If the issue remains unresolved, customers may approach the appropriate consumer grievance mechanism or competent authority under applicable law, including the National Consumer Helpline where appropriate.

30. Policy Amendments

Nikloop may revise this Policy to reflect changes in its products, operations, return arrangements, payment systems, or applicable laws.

The latest version will be published on the website with an updated effective or revision date.

Changes will not retrospectively remove rights that have already accrued to a customer or override mandatory legal requirements.

Where required, Nikloop will provide additional notice or obtain the customer’s agreement to relevant changes.

Customers are encouraged to review this page before placing an order.

31. Contact for Refund and Return Requests

For all refund, return, cancellation, and exchange requests, please contact:

Nikloop Customer Support

Email: contact@nikloop.com

Website: www.nikloop.com

Subject line: Return / Refund Request – Order #[Order Number]

Please do not send products to an address that has not been confirmed by Nikloop through an official communication channel.

We aim to resolve eligible requests fairly, transparently, and promptly.

Nikloop — Handmade with care. Customer trust, always.