Return, Cancellation, Exchange & Refund Policy

Effective date: 26th October 2026

Brown Living™ is operated by Living Brown Private Limited. This Policy applies to purchases delivered within India through our platform.

We coordinate return, cancellation, exchange and refund requests with the relevant seller. Nothing in this Policy limits rights or remedies available under applicable law.

1. Voluntary returns

For products eligible for voluntary return, submit your request within three days of delivery of the item. If the final day falls on a weekend or public holiday, the deadline extends to the next business day.

The window applies separately to items delivered on different dates. A longer return period expressly offered before purchase will be honoured.

Voluntary returns include eligible apparel-fit requests and other returns expressly permitted by the product’s disclosed terms. Final-sale exclusions are explained below.

For a voluntary return, the item must:

• Be unused, unwashed, unaltered and undamaged. Apparel may be briefly tried indoors to check fit.

• Retain its original tags and labels.

• Include its original product packaging, accessories and other supplied components.

• Be securely packed for return transport.

These requirements do not automatically disqualify a claim concerning a faulty, damaged or incorrect product.

2. Damaged, defective, incorrect or missing products

Contact us if your purchase arrives damaged, is defective, incorrect, incomplete, counterfeit or materially different from its description or agreed specifications. You may also report non-delivery or delivery beyond the stated schedule.

Please report visible problems within three days where possible so we can investigate promptly. This request does not remove applicable rights concerning hidden defects, warranties or other legally protected claims.

We will assess the issue and arrange the appropriate remedy. Final-sale status and voluntary-return restrictions do not remove mandatory rights.

Please provide photographs, videos or other supporting information where reasonably available. An unboxing video is not mandatory, and an issue will not be rejected solely because it cannot be photographed. Alternative proof of purchase may be accepted where we can verify the order.

Do not continue using an unsafe product or dispatch leaking or hazardous goods without our instructions.

3. Final-sale and other exclusions

Products clearly identified before purchase as final sale or “No Return No Exchange” are excluded from voluntary returns, exchanges and the standard cancellation-request option.

Our designated final-sale collections are:

• Sale;

• Gifts on Sale;

• Essentials on Sale;

• No Return No Exchange; and

• Limited Time Offers.

The applicable restriction must be disclosed for the product before purchase. Later changes to collection membership will not retrospectively remove a benefit offered when you ordered.

Other product-specific voluntary-return restrictions, including those for personalised goods, perishables, hygiene products or made-to-order items, apply only where clearly disclosed before purchase.

Gift cards, event tickets, event stall bookings, tree-planting offerings and marketing services may have separate terms appropriate to the purchase. Those terms must be disclosed before purchase. A “No Return No Exchange” label does not remove remedies for non-delivery, deficient performance or other failures protected by law.

4. How to raise a request

You can contact us through any of these routes:

1. Orders: Sign in at account.brownliving.in, open Orders, select the relevant order and request a return for an eligible item.

2. Support: In your account, open Support → Raise a new request. Use this route if an item is not displayed as eligible but you need to report a problem.

3. Email: Write to hello@brownliving.in.

Include your order number, product name, quantity, reason for the request and preferred resolution. Add relevant supporting information where available.

The absence of a return button does not prevent you from raising a product complaint or exercising applicable rights.

For voluntary-return deadlines, we use the date of your first sufficiently identifiable request. Our subsequent review does not make a timely request late.

5. Cancellation requests

For eligible items, you may request cancellation within one hour of placing the order, provided the item has not already been fulfilled.

Clearly disclosed final-sale items are excluded from this standard voluntary-cancellation option. Requests outside the window may be considered depending on the order’s status; acceptance is not guaranteed.

Use the account request option where available, or contact Support or email us. A submitted request is not confirmation that an order has been cancelled. We will communicate the outcome.

Return shipping and restocking fees do not apply to an accepted cancellation before fulfilment. Any payment already collected will be resolved through the applicable refund process.

These voluntary-cancellation limits do not remove remedies for non-delivery, seller cancellation, qualifying delay or other circumstances protected by law.

6. Return approval and dispatch

Contact us before sending an item back so we can provide the correct address and shipping instructions. Different sellers may require separate parcels.

For approved domestic voluntary returns, hand over or dispatch the item within seven calendar days of receiving the return instructions. The parcel does not need to reach the seller within that period.

Delays caused by Brown Living, the seller or our appointed courier will not invalidate an otherwise eligible request.

An unsolicited parcel may take longer to identify and process, but lack of prior authorisation does not automatically remove statutory rights.

7. Return fees

Voluntary returns

Approved voluntary returns are subject to:

• ₹50 flat return-shipping charge per return; and

• A 2% restocking fee on the price actually paid for the returned products after allocated discounts, excluding original delivery charges.

We will provide the applicable deduction breakdown before you dispatch the return. These deductions apply whether the outcome is a monetary refund or store credit.

Original delivery charges are not refunded for voluntary returns unless expressly offered or required by law. We will not retrospectively charge for delivery originally provided free of charge.

Accepted product-problem claims

No return-shipping or restocking fee applies to an accepted claim for a defective, damaged, incorrect or materially misdescribed product.

We will arrange collection or agree on an alternative return method and cover the reasonable agreed cost. Do not purchase return shipping independently without first contacting us.

8. Inspection and refunds

We aim to complete inspection within five business days after receipt at the designated return address. If further assessment is needed, we will explain the reason and provide an expected resolution date.

We will communicate approval or rejection with reasons. You may request review through the grievance process below.

Approved refunds or store credits will be initiated within 7–10 business days of approval, or sooner where required by law. We will not delay a decision unreasonably through seller coordination or inspection.

The amount is based on the price actually paid for the affected items, including applicable taxes and allocated discounts, less permitted voluntary-return deductions.

For accepted product-problem refunds, we will also refund attributable delivery charges where appropriate or required by law. Where the whole order is refunded because of such a problem, the delivery charges paid for that order will also be refunded.

Prepaid orders

Approved monetary refunds are returned to the original payment method. If that method cannot accept the refund, we will agree on an appropriate alternative.

Cash on Delivery orders

For approved voluntary returns, the amount due after disclosed deductions is issued as Brown Living store credit to the customer’s account.

This voluntary-return arrangement does not replace a monetary refund where one is required by applicable law. In those circumstances, we will arrange a lawful monetary refund method unless the customer freely chooses store credit instead.

Any expiry or usage restrictions applicable to voluntary-return store credit will be disclosed before purchase and repeated when the credit is issued.

Gift cards and mixed payments

Amounts originally paid using a gift card or store credit are ordinarily restored to that balance, subject to applicable law. Mixed-payment refunds are allocated to the corresponding payment methods where practicable.

We will notify you when the refund or credit is initiated. Payment providers may take additional time to display monetary refunds. Contact us if the amount is not received within 15 business days of initiation, or earlier if you need assistance.

We will never request your PIN, password or OTP to issue a refund.

9. Exchanges

Exchanges are available for accepted product-problem claims and eligible size-change requests, subject to stock availability and the product terms disclosed before purchase.

We normally dispatch the replacement after receiving and checking the original item. We will explain any applicable voluntary-exchange charges before proceeding; such charges must be consistent with the terms disclosed before purchase.

No replacement-delivery charge applies to an accepted fault-related exchange.

If an appropriate replacement is unavailable, we will offer the applicable refund or store-credit resolution under Section 8. A replacement’s own defects or incorrect delivery remain covered by applicable rights.

10. Product and seller terms

Product-specific terms may define voluntary eligibility or offer additional benefits, but cannot override mandatory rights or protections expressly promised in this Policy.

Where a more favourable return benefit was expressly offered before purchase, we will honour it.

Separately agreed wholesale or business-service terms apply to those transactions to the extent permitted by law. Mandatory protections remain unaffected.

11. Support and grievance redressal

Customer Support Team
Email: hello@brownliving.in
Phone: +91 93246 93122
Support hours: Monday–Friday, 10 AM–6 PM IST, excluding public holidays.

Grievance Officer: Varun Ahuja
Designation: Co-Founder, Grievance Officer
Email: grievance@brownliving.in
Phone: +91 63545 94929

Registered office:
Living Brown Private Limited
401, 4th Floor, Shanti Sadan, 36th Road,
Bandra West, Mumbai 400050, Maharashtra, India.

The registered office is not a return destination unless specifically confirmed in your return instructions.

Consumer complaints will be acknowledged within 48 hours and redressed within one month of receipt. Support hours do not extend these deadlines.

For escalation, identify your message as a grievance and include your order or complaint reference. Our internal review does not prevent you from approaching a competent consumer commission, court or other authorised body.

12. Policy changes

Updates apply prospectively. Existing purchases remain governed by the terms applicable when the order was placed, subject to mandatory law or a later improvement expressly extended to the customer.

For processing timelines, business days mean Monday–Friday, excluding public holidays in India. This definition does not extend statutory complaint deadlines.