Delivery and returns policy
Page Introduction
At Clen Touch, we understand that delivery timelines and return clarity play a crucial role in building trust and confidence when shopping online. We believe that customers should always know what to expect—before placing an order, while waiting for delivery, and after receiving their purchase.
This Delivery & Returns page has been created to clearly explain how orders are processed, how delivery timelines work, and what factors may influence shipping. Our goal is to ensure transparency, reduce uncertainty, and provide a smooth experience from checkout to delivery.
We encourage customers to carefully review this section before placing an order, as it outlines important information related to shipping coverage, delivery charges, order processing timelines, and estimated delivery duration.
Delivery Coverage
Clen Touch currently delivers orders across most serviceable locations in India, including metropolitan cities, tier-2 cities, and many semi-urban areas. We partner with reliable courier and logistics providers to ensure wide coverage and safe handling of shipments.
What this means for customers:
- Orders can be delivered to a wide range of Indian pin codes
- Both residential and commercial addresses are supported
- Delivery availability is subject to courier serviceability at the selected address
In certain rare situations, delivery may not be possible to specific pin codes due to logistical limitations imposed by courier partners. If an address falls outside the serviceable network, the order may not be processed or alternative solutions may be explored where possible.
Clen Touch continuously works to expand delivery reach while maintaining quality and reliability in shipping operations.
Delivery Charges
Clen Touch offers free delivery on all orders, regardless of order value or location.
Key points to note:
- No shipping fees are added at checkout
- No minimum purchase is required to qualify for free delivery
- The price shown on the product page is the final payable price (excluding applicable taxes, if any)
We believe in transparent pricing and do not include hidden or surprise shipping costs. Delivery charges, where applicable in the future, will always be clearly communicated on the website before checkout.
Order Processing Time
Order processing refers to the time taken to prepare an order before it is handed over to the courier partner. At Clen Touch, we follow a structured process to ensure accuracy and quality at every step.
Our order processing typically includes:
- Order confirmation and verification
- Product quality inspection
- Secure and protective packaging
- Allocation to a logistics partner
Orders are usually processed within 1–2 working days after successful order confirmation.
Important considerations:
- Orders placed on weekends or public holidays are processed on the next working day
- High-demand periods or sale events may slightly extend processing times
- Processing time does not include transit or delivery duration
Our team works diligently to minimize delays while ensuring each order meets our quality standards before dispatch.
Estimated Delivery Time
Estimated delivery time refers to the approximate duration required for an order to reach the delivery address after dispatch.
Once shipped, orders are generally delivered within 3–7 working days, depending on several factors such as:
- Delivery location and pin code
- Courier partner operations
- Regional logistics infrastructure
- Weather conditions or unforeseen disruptions
Please note:
- Delivery timelines are estimates and not guaranteed delivery dates
- Remote or non-metro locations may require additional transit time
- During peak seasons, festivals, or promotional periods, deliveries may take longer than usual
Clen Touch strives to meet estimated timelines wherever possible, but external factors beyond our control may occasionally cause delays. We appreciate your patience and understanding in such situations.
Order Tracking
Once an order has been successfully dispatched from our facility, customers are provided with shipment tracking details. These details allow customers to follow the movement of their order from dispatch until delivery.
Order tracking helps provide transparency and visibility into the delivery process, but it is important to understand that tracking updates are managed by third-party logistics partners.
Important information regarding order tracking:
- Tracking details are shared only after the order is dispatched
- Tracking updates may take several hours to reflect accurately after dispatch
- Shipment movement and status updates depend on the courier partner’s system
In some cases, tracking information may temporarily show limited updates while the shipment is in transit between logistics hubs. This does not indicate an issue with the order and usually resolves automatically as the shipment progresses.
Cash on Delivery (COD)
Cash on Delivery (COD) is available on eligible orders and serviceable locations, subject to courier partner policies.
Key points related to COD:
- COD availability depends on delivery pin code and order value
- COD confirmation may be required by the courier partner before delivery
- Payment must be made in full at the time of delivery
Customers are advised to ensure availability at the delivery address when placing COD orders. Refusal to accept COD orders without a valid reason may impact future COD eligibility.
Clen Touch reserves the right to limit or disable COD for certain orders based on risk assessment, order history, or operational constraints.
Return & Exchange Eligibility
Clen Touch offers a 10-day return and exchange window starting from the date the order is delivered.
Returns and exchanges are accepted only when products meet the eligibility criteria outlined below. This ensures fairness, hygiene, and product quality for all customers.
Products are eligible for return or exchange if:
- The item is unused, unworn, and unwashed
- Original tags, labels, and packaging are intact
- The product is in original, resale-worthy condition
- The request is made within the defined return window
Products that do not meet these conditions may not be eligible for return or exchange.
Non-Returnable Items (If Any)
Certain items may be classified as non-returnable or non-exchangeable due to hygiene reasons, clearance pricing, or special sale conditions.
Important notes:
- Any non-returnable product will be clearly marked on the product page
- Customers are encouraged to review product descriptions carefully before purchase
- Non-returnable status is decided at the time of listing and not after delivery
If no non-returnable conditions apply to a product, it will remain eligible under the standard return and exchange policy.
How to Request a Return or Exchange
Return and exchange requests must be initiated within the eligible window to be considered.
The general process includes:
- Submitting a return or exchange request through the designated support channel
- Providing the order number and reason for the request
- Waiting for confirmation and next steps from the Clen Touch team
Each request is reviewed individually to ensure it meets the policy requirements before approval.
Please note:
- Approval is subject to policy validation
- Requests submitted after the return window may not be accepted
- Misuse of the return or exchange process may lead to request rejection
Once approved, further instructions related to pickup or return shipping are shared.
Return Pickup / Shipping Process
Once a return or exchange request has been approved, the next step involves the return pickup or shipping process. The method used depends on serviceability, product type, and logistical feasibility.
How return logistics work:
- A reverse pickup may be arranged at the delivery address, where available
- In certain cases, customers may be requested to ship the product back to the designated return address
- Instructions are shared only after the return request is approved
Returned items must be packed securely to prevent damage during transit. Customers are responsible for ensuring that the product is returned in the same condition in which it was delivered.
Important considerations:
- Products damaged during return transit due to improper packaging may not be accepted
- Accessories, tags, and original packaging must be included
- The return process begins only after approval, not at the time of request submission
Clen Touch reserves the right to decline returns that do not meet packaging or condition requirements upon receipt.
Exchange Process
Exchanges are handled with care to ensure customers receive a suitable replacement while maintaining product quality standards.
Exchange process overview:
- Exchanges are subject to product availability at the time the return is received
- The returned item must pass a quality inspection before an exchange is processed
- Replacement products are shipped only after inspection approval
If the requested exchange product is unavailable:
- An alternative size or product may be suggested
- Other resolution options may be offered based on circumstances
Additional notes:
- Exchange timelines may vary depending on stock availability
- Exchange requests cannot be modified once approved
- Exchanges are processed as a single replacement per order item
Refund Process & Timeline
Refunds are initiated only after the returned product is received and successfully passes quality inspection.
Refund method:
- Prepaid orders: Refunded to the original payment method used during checkout
- Cash on Delivery orders: Refunded via bank transfer or store credit, as applicable
Refund timeline:
- Refund initiation typically occurs within 5–7 working days after return approval
- The time taken for the refund to reflect depends on banks, payment gateways, or financial institutions
- Delays caused by third-party payment providers are beyond Clen Touch’s control
Once a refund is initiated, customers receive confirmation through the registered communication channel.
Damaged / Incorrect / Missing Items
Clen Touch takes product quality and order accuracy seriously. However, if a customer receives a damaged, incorrect, or incomplete order, prompt reporting is essential.
What qualifies:
- Products received in damaged condition
- Incorrect product delivered
- Missing items from the order
Reporting guidelines:
- Issues must be reported within 48 hours of delivery
- Clear images or proof may be required for verification
- Claims submitted after the reporting window may not be accepted
After verification, appropriate resolution steps are initiated based on policy eligibility.
Order Cancellation Policy
Order cancellation is permitted only under specific conditions.
Cancellation rules:
- Orders can be cancelled before dispatch only
- Once an order is handed over to the courier partner, cancellation is not possible
- Shipped orders must follow the standard return process after delivery
Cancellation requests are processed based on order status at the time of request submission. Approval is not guaranteed if the order has progressed beyond the processing stage.
