Returns, Exchanges & Refunds

Last updated: 22 August 2026 · Applies to all orders placed on intru.in

1. Why We Don't Offer Cash Refunds

Every Intru drop is produced in a limited quantity — usually a few dozen pieces per size, per design. Once it's sold out, we don't restock. If we accepted cash returns, we'd end up with returned inventory we can't resell, which would force us into the mass-production model we specifically built Intru to avoid. Store Credit at 1:1 preserves the drop model and gives you the same rupee value, useable on any future drop, forever.

2. The 36-Hour Claim Window

All defect, damage, or size-exchange claims must be raised within 36 hours of the parcel being delivered to your address (as per courier tracking). This tight window protects both sides — it lets us verify the issue against courier condition reports and ensures returned inventory (in the case of exchanges) can still be re-verified as unworn.

To file a claim, email shop@intru.in with:

• Order number (starts with an # — from your confirmation email)
• 2–4 clear photographs showing the issue (natural light, whole garment + close-up of the defect)
• A one-line description of what's wrong
• For size exchange: your current size and the size you'd like

We reply within 48 working hours with a decision or a request for one more photo if needed.

3. What We Cover (Eligible Claims)

Store Credit is approved for:

• Manufacturing defects — stitching failure, holes, misprints, uneven dye lots, missing labels.
• Wrong item shipped — you ordered X, received Y.
• Significant transit damage — parcel arrived visibly torn/soaked/stained and the garment is affected. Please also share a photo of the courier packaging if possible.
• Size exchange (see next section) — same design, different size, unworn and unwashed.

4. What We Don't Cover

• Change of mind after delivery.
• Wrong size ordered when a full size chart was provided on the product page.
• Minor colour variation between screen and physical product (all screens render colour differently — we publish natural-light photos to keep this honest).
• Slight print-placement variance (each piece is finished individually — a few mm of variance is a feature of small-batch printing, not a defect).
• Fabric relaxation / softening after wash (a natural characteristic of heavyweight cotton).
• Damage from wear, wash-mistakes (bleach, hot water), or accidents after delivery.
• Claims raised after the 36-hour window has closed.
• Items marked "Final Sale" or purchased during a clearance event.

5. Size Exchanges — How It Works

1. Email us within 36 hours of delivery with your order number, current size, and desired size.
2. If the replacement size is in stock and the piece is unworn/unwashed/tags-attached, we approve the swap.
3. You'll receive a return label / pickup arrangement. Pack the piece in its original condition.
4. Once we receive and inspect the piece, we ship the new size — no extra shipping fee for the first swap.
5. If the size you want is out of stock at that moment, we issue Store Credit instead so you're not stuck waiting on a restock that may not happen.

6. How Store Credit Works

• Issued at 1:1 with INR — a ₹1,499 tee becomes ₹1,499 in Store Credit.
• Never expires.
• Applied automatically at checkout when you're logged into the account used for the original order.
• Can be combined with free shipping on prepaid orders (COD ₹99 fee still applies on COD orders).
• Non-transferable and cannot be converted to cash.
• If a piece bought with Store Credit is itself returned under this policy, the credit is re-issued to your account.

7. Damaged-in-Transit — Extra Step

If your parcel arrives with the outer packaging visibly torn, opened, wet, or tampered with, please film a short unboxing video before opening it and share it along with the photos. This drastically speeds up our claim with the courier and lets us settle your Store Credit within 24 hours instead of waiting on courier confirmation.

8. Order Cancellation Before Dispatch

If you need to cancel a prepaid order before we've handed it to the courier (typically the first 24 hours), email shop@intru.in with your order number. If we haven't shipped yet, we'll cancel and refund to the original payment method in full (Razorpay refunds usually credit in 5–7 business days). Once dispatched, the order can no longer be cancelled — the 36-hour post-delivery process applies.

9. Escalation & Grievance Redressal

If you're unsatisfied with the resolution of your claim, you can escalate to our Grievance / Nodal Officer under the Consumer Protection (E-Commerce) Rules, 2020:

Nodal Officer: Intru Grievance Desk
Email: shop@intru.in (subject line: "Escalation — Order #XXXX")
Acknowledgement: within 48 hours · Resolution: within 30 days of receipt.

10. Contact Us

All return queries: shop@intru.in. For quicker informal questions, DM @intru.in on Instagram.