SHEIN

CANCELLATION, RETURN AND REFUND POLICY

Nextgen Fast Fashion Limited, a company incorporated under the laws of India, having its registered office at Floor-4, Plot-298/302, Court House, Lokmanya Tilak Marg, Kalbadevi, Mumbai-400002, Maharashtra, India (“NGFF”, “we”, “us” or “our”), manages and operates the website www.sheinindia.in along with its corresponding mobile and tablet applications (collectively referred to as “Shein India”). Through Shein India, NGFF offers a diverse range of lifestyle and fashion, and other products, listed from time-to-time (“Products”) to users of Shein India (“User” or “Users” or “you” or “your”).

We are committed to providing our Users with the best shopping experience, starting from the placement of an order at serviceable locations to initiating a return through Shein India. When transacting on Shein India, you can expect a streamlined process for returning or cancelling Product(s) ordered or booked from serviceable locations of Shein India. We strive to be your preferred shopping destination by ensuring a hassle-free experience.

The Terms and Conditions published on Shein India are incorporated by reference into this Policy. This Cancellation, Return, and Refund Policy (“Policy”), in conjunction with the Terms and Conditions, outlines NGFF’s procedures and guidelines for: (a) order cancellation; (b) return of Products after delivery to the User; and (c) the processing of refund. Any cancellation, return, or refund of Product(s) by you shall be governed by the terms set forth in this Policy.

1. APPLICABILITY OF POLICY

1.1. By using Shein India and/or initiating a purchase request for Product(s) on Shein India, you agree to be bound by the terms of this Policy without modification. If you do not agree with the terms of this Policy, you are advised not to transact on Shein India and should immediately cease using Shein India.

1.2. NGFF reserves the right to modify this Policy at any time without prior notice to the User. Please note that we may periodically update the terms governing the return, refund, or cancellation of Product(s) orders on Shein India. Such change(s) will generally apply prospectively and not retrospectively unless otherwise specified. If the Policy changes after a User has purchased a Product, the terms of the old Policy will continue to apply to that Product(s). However, for any Product order placed after the Policy has been revised, the updated Policy will govern those transactions. Therefore, it is strictly advised that you review this Policy each time you use Shein India to purchase Product(s), to ensure you understand the applicable terms and conditions. NGFF, at its sole discretion, will notify Users of any changes to the Policy by posting a notice on the homepage of Shein India.

2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS

2.1 Cancellation of Product(s):

(a) You may cancel your order for Product(s), either partially or fully, at any time before the Product(s) have been packed and the invoice has been generated.

(b) After successfully placing an order for Product(s) on Shein India and once NGFF has handed over the Product(s) to its Logistic Partner, you may reject the shipment at the time of delivery if you change or mind or if the Product package appears tampered, torn, or opened upon delivery. Should you require assistance, please contact us at customercare@sheinindia.inor via the “Contact Us” section on Shein India.

(c) Upon receiving your cancellation before the Product(s) are packed and the invoice is generated, we will cancel the order and initiate the refund within 10 (ten) business days of receiving the request. The refund will be processed through the same payment method used for the purchase. All refunds will be subject to the applicable policies and charges of your bank, financial institution, or payment gateway, as may be applicable.

(d) Users are not permitted to cancel order for Product(s) after the Product(s) have been packed and the invoice has been generated. If a User requests a cancellation via email after the Product(s) have been packed and invoice, we cannot guarantee the cancellation if the order has already been processed by the time we review the request. In such cases, the User may choose to refuse delivery when our Logistic Partner attempts to deliver the order. The unwanted Product(s) will then be returned to us by the Logistic Partner. If, at the time of delivery, the User observes that the Product package is tampered with, torn, or opened, the User may reject the shipment and should notify us by emailing customercare@sheinindia.in or through the “Contact Us” section on Shein India.

2.2 Return of Product(s):

(a) Subject to the category-specific terms set forth in Annexure A of this Policy, you may initiate a return request for a Product if: (i) the Product is damaged; (b) both the Product and shipping package are damaged; (iii) the Product is defective or not in working condition; (iv) the Product is of poor quality; (v) parts or accessories of the Product are missing; (vi) the Product delivered is different from what was ordered based on the description provided on Shein India; or (vii) you are dissatisfied with the quality of Product due to issues such as size, fit, colour, manufacturing defects, or colour bleeding (each referred to as a “Non-Compliant Product”). For Shein India, You must initiate such return requests within the applicable return period as set forth in Annexure A to this Policy (“Return Period”);

(b) When raising a return request on Shein India, the User may opt for a refund of the amount paid for the Product. The User must provide a copy of the original invoice when initiating the return request. The Product(s) being returned must comply with the conditions set forth in this Policy, including but not limited to being unused, unwashed, with all price tags intact, and all packaging materials undamaged and unused. Returned Product(s) must not carry any stains, sweat, detergent marks, or body odour, or any element that indicates the Product is being used.

(c) You must keep the Product(s) in unused, original condition, along with the original invoice or sales receipt, brand outer box, MRP tags attached, and all original accessories in the manufacturer’s packaging for a successful return pick-up. We will accept the return request subject to the terms of this Policy. If the returned Product(s) do not meet the criteria outlined in this Policy, we reserve the right to reject the return and refuse any associated refunds.

(d) If you receive a Product that is eligible for return under this Policy, we recommend that you promptly register a return request on Shein India. We will, at our sole discretion, verify whether: (a) the defects or damages in the Product(s), or the claimed non-compliance, are acceptable to us; or (b) such defects, damages or non-compliances are attributable to our default. Based on this verification, we will either accept or reject the return request. For verification purposes, we may request that you provide images of the damaged, defective, or Non-Compliant Product(s) and/or permit our personnel to schedule a visit to assess the reported issues. Following the assessment, we may, at our sole discretion, resolve the issue as deemed appropriate based on the assessment report. You agree that our decision in this regard is final and binding.

(e) Your return will be processed only if all conditions stipulated in this Policy are fulfilled at the time of return, including but not limited to the Product being returned in its original condition , the price tag remaining attached, along with all accessories. Additionally, no damage or defect should have occurred to the Product(s) after delivery while in your possession.

(f) You agree that we will not accept the return of any Product if: (i) you placed the order for the wrong product model, colour, or an incorrect Product; (ii) the Product falls under the category of Non-Returnable Products (defined below); or (iii) you fail to request a return or register a complaint regarding a Non-Compliant Product within the Return Period (defined above). Any damage to the Product caused by improper use, safekeeping, modification, or alteration by you or a third party, or any depreciation in the value for other reasons, will not qualify the Product as a Non-Compliant Product and will not be considered a quality issue and returns for such Product(s) will not be accepted by Shein India. Any decision made by us in this regard shall be final and binding.

(g) NGFF will not accept return or refund requests for certain category of Product(s), including but not limited to the following, except as provided in paragraph (k) below (“Non-Returnable Products”):

(i) Innerwear; and

(ii) Certain Products in Night & Loungewear category;

Additionally, please refer to the specific Product display page on Shein India for the return and exchange policy applicable to that Product(s).

(h) You may return the Product(s) purchased from us, provided the following mandatory conditions are met:

(i) The Product has not been worn, washed, cleaned, or tampered with by you.

(ii) The price tag /bar code, brand tags, original packaging material (including brand boxes and protective covers), and accompanying accessories are intact and have not been altered, damaged or discarded by you.

(iii) The serial number should match with NGFF’s records.

(iv) The accessories delivered with the Product are returned along with the Product, in an undamaged, unaltered conditions.

(v) The Product has not been altered unless a pre-delivery defect is proven.

(vi) The returned Products must not be fake, counterfeit, damaged, or altered.

(vii) The Return is initiated against the order under which the Product was purchased, from the same account, and the serial number or bar code of the Product matches our records.

(viii) Any gifts accompanying the purchased Product must be returned and must not show signs of use, washing, or defects.

(ix) There is no foul odour, perfume, stains, dents, scratches, tears, or any form of damage or defect on the Product.

(x) Product(s) purchased as a set must be returned as a complete set.

(xi) The Product(s) must be returned in unused, undamaged, unwashed and saleable condition.

(xii) We are satisfied that the Product has not been rendered defective, damaged, or unusable.

(xiii) The User has not breached any terms of this Policy.

We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

(i) If a User returns a Product without the accessories, gifts, or other items originally bundled with the Product, or if the Product is not in a sellable condition as it does not meet the conditions outlined in paragraph (h) above, NGFF reserves the right, at its sole discretion, to: (i) refuse to accept the return of such Product; and/or (ii) either (a) refuse to process any refund related to such Product; or (ii) deduct the value of the missing items from the refund amount the User is entitled to.

(j) Subject to User satisfying the conditions mentioned in paragraph (h) and (i) above, Non-Returnable Products may only be returned if there are defects or deficiencies in the Product(s) that are attributable to and accepted by NGFF after due verification at its sole discretion. Such conditions include but are not limited to: damaged-in-transit Product(s); incorrect Product(s) shipped to the User; missing components of the Product(s); or empty sealed packages delivered. Returns for any other reasons will not be accepted. The User must initiate a return request for such Non-Returnable Product(s) on Shein India within 5 (five) days from the date of delivery.

(k) Subject to the terms of this Policy, NGFF accepts partial returns, allowing Users to raise a return request for one or more Product(s) from an order, except in the case of Bundled Packages (defined below). The steps to initiate a return, refund, or exchange request are as follows:

(i) Log in with your credentials and visit the “My Account” section.

(ii) Select the order you wish to return and click on “Return/Exchange”, then follow the instructions on the page to obtain a Return ID. Please email an image of the Product along with the invoice for our reference.

(iii) At the time of creating the return/ refund request, the User shall provide the details of bank account for refund, if the cash on delivery mode of payment was used.

(iv) The Product(s) will be picked up within the timelines communicated by NGFF.

(v) NGFF will initiate the refund or replacement process only if the Product(s) are received in accordance with this Policy.

(vi) On certain select days, as specified by NGFF, promotion policies may apply.

(l) If a User has purchased Product(s) that are part of a package with other Product(s), or if the Product is part of a promotional package (collectively, the “Bundled Package”), the User must return all Product(s) in the Bundled Package for NGFF to process a refund. For example, if the User has purchased a shirt and a pair of pants as part of a promotional package, both items must be returned together; the User cannot return only the shirt or a pair of pants as part of promotional package. It is clarified that if the Bundled Package includes any Non-Returnable Product(s) along with other Product(s), the User must return all other Product(s) except the Non-Returnable Product(s).

(m) Return of purchased Product(s) are facilitated through our reverse-logistics partners. Upon receipt of a return request on Shein India and its acknowledgment by us, our reverse logistics partners will contact you to arrange the collection of the Product(s) from you and deliver them to NGFF.

(n) If a User has excessive returns associated with their account, we may charge a standard convenience fee for future orders placed by that User. This convenience fee will be displayed as a separate charge on the checkout page before placing any order and is non-refundable. For Users with high returns and unaccepted shipments, NGFF may, at its discretion, disable the cash on delivery payment option for such Users. You agree that our decision in this regard is final and binding. NGFF also reserves the right to disable User accounts if we determine that the User has wilfully violated the terms of this Policy or other policies of Shein India, particularly in cases of exceptionally high returns.

2.3 Refunds

(a) When raising a request to return or cancel a Product(s) on Shein India, you may seek a refund for the Non-Compliant Product. Such a refund will be issued to you only if payment has been received by us for the Product(s) returned or cancelled.

(b) Please note that when you choose to cancel or return a Product, the refund amount for eligible Products(s) will be processed within a period of 10 (ten) business days from the date we receive the Product(s) and complete our verification and assessment of the defect or non-compliance. Refunds will only be processed if all conditions stipulated in this Policy are met, including the Product being returned in original saleable condition, without any defect or damage, with the price tag intact and with the original packaging, brand outer packaging, and all accessories. Additionally, all conditions outlined in paragraphs 2.2 (h) and (i) above must be satisfied. For clarity, no refund will be issued for any Product deemed ineligible for a refund based on our verification and assessment. You agree that our decision in this regard is final and binding on you.

(c) Refunds will be processed by NGFF through its standard banking channels, except in cases where the User opted for the cash on delivery option. The refund amount will be credited to the original payment method used by you. You acknowledge that after refund is initiated, it may take additional time for the refund to reflect in your account, depending on the terms and conditions of your financial institution or payment service provider.

(d) If a User had opted for cash on delivery option for payment of the purchased Product(s), NGFF will process refunds to the Users’ valid bank accounts, provided the User supplies bank account details to Shein India at the time of refund request. If the User used more than 1 (one) payment options for the purchase, NGFF will process the refund through the Payment Option it deems fit appropriate, at its sole discretion. All refunds may be subject to applicable charges deducted by the User’s bank.

(e) We do not issue cash refunds. Refunds will be processed within 10 (ten) business days of our approval, subject to the terms of this Policy and depending on the payment method you selected. Please note that sometimes banks or financial intermediaries may take longer to process the refund request. If the refund is not processed by the expected date, you may contact us, and we will assist you.

(f) Refund made to the User will not include any amounts paid towards shipping charges, Convenience Fee, or other similar charges that may apply from time to time. However, if a Product is delivered with a defect or damage (attributable to and accepted by us after due verification at our sole discretion), we may refund the shipping charges and convenience fees, provided you claim the refund for these charges within 10 (ten) days of receiving the refund for the Product. Subject to paragraph 2.2 (j) above, you will be eligible for a refund if you receive a Non-Returnable Product in a damaged or defective condition, subject to our verification and examination of the damage or defect.

(g) NGFF will make all reasonable efforts to keep the User informed about the status of the refund through updates shared on the User’s account on Shein India, as well as via the registered mobile number and email address. NGFF disclaims all liabilities for any failure to keep the User informed of the refund status due to technical reasons beyond its control.

(h) We reserve the right to reject a refund request for a Product if, upon our assessment following its return, it does not meet the quality conditions specified under this Policy. In such cases, we may notify you, and NGFF shall not be liable for returning the Product(s) to you or for any further liability concerning the same. You agree that our assessment and decision in this matter are final and binding.

2.4 Exchange of Product(s):

(a) You may initiate a request for the exchange of a product if the delivered Product is of a different fit and/or size than what was ordered on Shein India, or if the fit and/or size of the delivered Product does not meet your requirements, and you wish to try a different (either larger or smaller) fit and/ or size of the same Product(s) (“Exchangeable Product”). Such exchange requests must be initiated within the timelines specified on the Product detail page (“Exchange Period”).

(b) To be eligible for a successful exchange, the Exchangeable Product(s) must be kept in unused, original, and sellable condition, along with the original invoice or sale receipt, brand outer box, MRP tags attached, and all original accessories in the manufacturer packaging. The Exchangeable Product must also meet the conditions specified in paragraph 2.4 (f) below. We will accept the exchange request subject to our verification and assessment in accordance with the terms of this Policy. You agree that our decision in this matter is final and binding.

(c) If you receive a Product that is eligible for exchange under this Policy, we recommend that you promptly register a request on Shein India. We will, at our sole discretion, verify whether: (a) the defects or damages in the Product(s), or the non-compliance issues claimed, are acceptable to us; or (b) such defects, damages, or non-compliance issues are due to our default. Based on this verification, we will either accept or reject the exchange request. For verification purpose, we may request that you provide images of the damage or defects on the Exchangeable Product or allow our personnel to schedule a visit to assess the damage, defect, or non-compliance. Following the assessment, we may, at our sole discretion, resolve the issue in a manner we deem appropriate, based on the assessment report.

(d) Subject to paragraph 2.4 (f) below, your exchange will only be processed if all stipulated conditions are fulfilled at the time of exchange. These conditions include, but are not limited to: the Exchangeable Product being returned in its original, sellable condition; the price tag remaining attached; the original packaging, the brand’s outer packaging, and all accessories being intact; and no damage having occurred to the Exchangeable Product while in your possession. Additionally, the exchange is subject to the availability of stock in same brand for same or a different fit and/or size.

(e) You agree that we will not accept the exchange of any Product under the following conditions: (i) if you placed the order for the wrong product model, colour, or an incorrect Product; (ii) if the Product belongs to the Non-Returnable Product category (e.g., personalised Product(s) that are not suitable for return based on their nature); or (iii) if you fail to request an exchange or register a complaint regarding the Exchangeable Product within the Exchange Period. Any damage to the Product caused by improper use or safekeeping, modification or alteration by you or a third party, or any depreciation in the value of the Product for other reasons will not qualify the Product as an Exchangeable Product and will not be considered a quality issue. As a result, exchange for such Product(s) will not be accepted by Shein India. Any decision made by us in this regard shall be final and binding on you.

(f) You can exchange Product(s) purchased from us, provided the following mandatory conditions are met:

(i) The Product has not been worn, washed, cleaned or tampered with by you.

(ii) The price tag, bar code, brand tags, and original packaging material, including brand boxes and protective coverings, along with any accompanying accessories, are intact have not been altered, damaged or discarded by you.

(iii) The serial number/bar code of the Product, as applicable, must match NGFF’s records.

(iv) The accessories delivered with the Product are returned in an undamaged and unaltered condition.

(v) The Product has not been altered, unless a vendor defect is proven.

(vi) The returned Products must not be fake, counterfeit, or damaged. The Exchange is initiated against the order under which the Product was purchased, from the same account, and the serial number or bar code matches our records.

(vii) Any gifts accompanying the purchased Product must be returned and must not show signs of use, washing, damage, or defect.

(viii) The Product must not have any foul odours, perfumes, stains, dents, scratches, tears, or other forms of damage.

(ix)

(x) The Product(s) returned for exchange should be unused, undamaged, unwashed, and in saleable condition.

(xi) We are satisfied that the Product has not been rendered defective or unusable.

(i) The User has not breached any terms of this Policy.

We reserve the right to reject an exchange request if the Product does not satisfy the aforementioned conditions.

(g) Exchanges of purchased Product(s) are facilitated through our reverse logistics partners. Upon receipt of your exchange request and our acknowledgement of the same, our reverse logistics partners may contact you to arrange the collection of the Product(s) from you.

3. CUSTOMER SUPPORT

For any queries or concerns related to returns, refunds, and cancellations, you contact our customer support team at:

Contact Details:

Email: customercare@sheinindia.in or Self Care section on Shein India

ANNEXURE A

The category-wise details set out below apply subject to the other terms and conditions in this Policy. Please read all sections carefully to understand the conditions under which returns will be accepted. The table provided is an indicative list; we recommend that you also check the specific return/ exchange information on the Product display page while placing your order on Shein India to ensure you understand the exact policy applicable to the Product.

Product Category		Return Period
FASHION AND LIFESTYLE PRODUCTS	Apparel	14 (Fourteen) days Return policy Certain Products may have different return or exchange policies. Please check the Product details page for the exact return or exchange policy applicable to the Product when placing your order on Shein India.
FASHION AND LIFESTYLE PRODUCTS	Innerwear	Non-Returnable/ Non-Exchangeable Products Products under this category, except for bras, are non-returnable and non-exchangeable due to their hygiene, personal care, wellness, or consumable nature. Some Products may have different return or exchange policies. Please check the Product details page for the exact return or exchange policy applicable to the Product when placing your order on Shein India.
WINTERWEAR	Jackets & Blazers, Jackets & Coats, Shrugs, Jackets, Mufflers, Shawls & Wraps, Shrugs & Boleros, Sweaters & Cardigans, Sweatshirt & Hoodies, Sweatshirts & Jackets	7 (Seven) days Return Policy Certain Products are returnable within 7 days. However, some Products may have different return or exchange policies. Please check the Product details page for the exact return or exchange policy applicable to the Product when placing your order on Shein India.