We would rather you had the right shirt than a refund. This page explains how to exchange or return an item, what qualifies, and how long each step takes.

2.1 Eligibility Window

•     Exchange and return requests must be raised within 7 days of delivery.

•     All requests must be raised through Returns & Exchange Portal on hespoke.in. Requests sent only by email, WhatsApp, or social media are not registered as valid requests.

•     We do not accept returned parcels that arrive without an approved request. Such parcels cannot be traced to an order and cannot be refunded.

2.1A Return and Exchange Processing Timelines

•     The timelines below are processing estimates unless a specific timeline is expressly stated as a commitment in this Policy. Courier transit times, bank processing times, payment gateway processing times, and delays caused by third parties are outside HE SPOKE’s direct control.

•     Return and exchange requests are generally reviewed within 2–3 working days after the request is successfully submitted through the Returns & Exchange Portal and all required information has been provided.

•     During festive periods, sale events, new drops, unusually high request volumes, courier disruptions, or other exceptional operational circumstances, review or response may take up to 5 working days.

•     The timelines stated in this Policy begin only after HE SPOKE has received the information, documents, payment (where applicable), or returned product required for the relevant step.

•     If additional information, photographs, payment, or other action is required from the customer, the applicable processing timeline will begin or resume after the requested information or action is received.

•     Customer support responses and status updates are provided as resources permit and may take additional time during periods of high volume. A delay in a support response does not by itself constitute approval of a return, exchange, refund, defect claim, or other request.

2.2 Condition Requirements

To be accepted, the item must be:

•     Unused, unworn, and unwashed.

•     Free of stains, odour, perfume, deodorant, or alteration.

•     Returned with all original tags, security loops, brand labels, and packaging intact.

•     We will reject a request if tags are missing, cut, or re-attached, or if the item shows signs of wear, laundering, or damage caused after delivery.

•     Rejected items can be shipped back to you on payment of a ₹100 return-to-customer shipping fee to be paid in cash upon delivery.

•     If we do not hear from you within 7 days of a rejection notice, the item is held for 30 days and then disposed of.

2.3 Exchanges

•     One exchange is permitted per item, for a different size or colour of the same or a different style.

•     The replacement must be of equal or higher value. Where it is higher, the difference is payable online before dispatch. We do not process exchanges for lower-value items; use the return route instead.

•     Exchanges are subject to stock availability at the time your returned item is received and inspected. If the replacement has sold out, we will convert the request to a refund and inform you.

•     Exchange orders are dispatched within 2 working days of the returned item clearing quality inspection. End-to-end, expect 7–10 days from pickup to delivery of the replacement.

•     An exchanged item cannot be exchanged or returned a second time.

•     No reverse-pickup fee is charged on exchanges.

2.4 Returns and Refunds

Original payment mode	Refund mode	Timeline after approval
Prepaid (UPI, card, net banking, wallet)	Back to the original payment method	Initiated within 3 working days post inspection approved; and credited in 5–7 working days depending on your bank
Cash on Delivery	Store credit in your HE SPOKE account	Issued within 3 working days on approval
Part-paid using store credit	Store credit portion returns as store credit; the balance returns to the original method	As above, per component

 

•     Store credit is added automatically to your account, is visible in your Account Dashboard, and carries a validity of 1 year from the date of credit. It is not transferable and cannot be encashed.

•     A flat ₹150 reverse-pickup fee is deducted from every approved refund. It is not charged on exchanges, or where the item was defective, damaged, or incorrect.

•     COD handling charges and any shipping charges paid at the time of purchase are not refundable.

2.4A Refund Calculation

•     Where an order contains multiple products and a coupon, discount, store credit or promotional benefit has been applied, the refund amount for a returned item may reflect the actual amount allocated or paid for that item after application of the applicable discount or promotion.

•     The refund will not exceed the amount actually paid for the returned item, except where otherwise required under applicable law.

2.5 Non-Returnable Items

•     Items bought under BOGO or similar bundled promotions.

•     Items discounted by more than 70% of MRP.

•     Items listed on the product page as Final Sale or Non-Returnable.

•     Innerwear, socks, and similar items, for hygiene reasons, where sold.

•     Gift cards and store credit.

Where an item is not eligible for return, this is stated on the product page before you buy. Statutory rights in respect of defective goods are unaffected by this section.

2.5A Promotional Orders

•     Where an order is subject to a BOGO, bundle, multi-buy, free-gift or similar promotional offer, the return and refund eligibility applicable to that promotion will be determined according to the specific promotional terms displayed at the time of purchase.

•     Where a promotion permits a partial return, HE SPOKE may recalculate the effective value of the retained and returned products based on the applicable promotional terms before processing the refund.

•     Any free product or benefit provided as part of a promotion may be required to be returned where the applicable promotional terms require it.

2.6 Damaged, Defective, or Incorrect Items

•     Report these within 48 hours of delivery at help@hespoke.in with your Order ID, clear photographs of the issue, and the unboxing video if you have one.

•     Verified cases are resolved at our cost: we arrange free pickup and issue a replacement or a full refund, including any shipping or COD fee paid.

•     This is separate from the standard return route and no fee applies.

2.6A Customer Size Selection

•     Where a customer ordered an incorrect size or determines after delivery that the selected size does not fit, the request will be treated as a standard exchange or return and will remain subject to the applicable eligibility conditions, fees and timelines under this Policy.

•     Where HE SPOKE has shipped a size different from the size ordered by the customer, the matter will be treated as an incorrect-item/fulfilment issue under Section 2.6.

2.6B Manufacturing Defects Identified After 48 Hours

•     Where a customer identifies a manufacturing defect after the 48-hour reporting period, the customer may contact HE SPOKE with photographs and details of the issue.

•     HE SPOKE may review the product and determine whether the issue appears to be a manufacturing defect, normal wear and tear, accidental damage, improper washing or care, alteration or other customer-attributable damage.

•     Any remedy will be provided in accordance with the nature of the verified issue and applicable law.

2.7 The Process, Step by Step

1.    Sign in to hespoke.in and open Returns & Exchange Portal.

2.    Select the order and the item, choose Request Return or Request Exchange, and give a reason. For size issues, telling us what went wrong genuinely helps us fix the fit.

3.    If your pin code supports reverse pickup, our courier attempts collection within 2–3 working days. Hand over the item in its original packaging with tags intact.

4.    If reverse pickup is unavailable, we will email you self-ship instructions. Use India Post Speed Post, write your Order ID and registered mobile number clearly on the parcel, and keep the receipt until the process closes.

5.    We inspect the item within 72 working hours of receipt and notify you of approval or rejection.

6.    On approval, we process your refund or dispatch your exchange as described above.

2.7A Failed Reverse Pickup

•     If a reverse pickup is unsuccessful, the customer should contact HE SPOKE with the Order ID.

•     HE SPOKE may reschedule the pickup or provide self-shipping instructions where reverse pickup remains unavailable.

•     If a pickup fails because the customer was unavailable or the product was not ready for collection, additional pickup attempts may be subject to courier availability.

2.7B Return / Exchange Timeline Summary

•     These timelines may be extended where additional information or evidence is required from the customer, where a returned parcel is delayed in transit, where the item cannot be matched to an order, or where third-party courier, payment gateway, banking or other service-provider delays occur.

2.8 Self-Shipping

Some pin codes support forward delivery but not reverse pickup. If yours is one, we will tell you by email. Send the item to:

HE SPOKE Originals He Spoke Originals Pvt Ltd D-5, 102, Shree Arihant Complex, Reti Bunder Road, Kalher, Bhiwandi, Maharashtra – 421302, India

 

•     Use India Post Speed Post only.

•     HE SPOKE is not responsible for parcels lost or damaged in self-shipped transit. Retain your courier receipt.

•     Verified self-ship courier charges are reimbursed as store credit up to ₹100, on submission of the receipt.

2.9 Important Notes

•     Do not hand an item to a pickup executive without an official pickup slip or an SMS confirmation from us.

•     HE SPOKE may reject any request that does not meet this policy, and may restrict returns on accounts showing a pattern of abuse.

–    For the purposes of this section, abuse may include repeated return of used or worn products, removal or reattachment of tags or security loops, returning a different product from the product purchased, repeated false claims regarding missing, damaged or incorrect products, repeated fraudulent delivery claims, repeated COD refusal or RTO, misuse of promotional offers, payment fraud, attempts to obtain duplicate refunds, or other material misuse of the Website's return, refund, payment or delivery processes. Where permitted by applicable law, HE SPOKE may restrict specific services, including COD or returns, for accounts exhibiting such patterns.

•     This policy may be updated at any time. The version in force is the one published on hespoke.in on the date your order was placed.

2.9A Return and Exchange Processing Timelines

1.    Request submission: Exchange and return requests must be raised within 7 days of delivery through the Returns & Exchange Portal.

2.    Request review: HE SPOKE will generally review the request within 2–3 working days. During exceptional, festive, promotional, system, courier, or high-volume periods, review or response may take up to 5 working days.

3.    Reverse pickup: Where the pin code is serviceable, our courier will generally attempt collection within 2–3 working days after the request is approved and pickup is scheduled.

4.    Inspection: Returned items are inspected within 72 working hours of receipt at HE SPOKE’s facility.

5.    Exchange: An approved exchange will be dispatched within 2 working days after the returned item clears quality inspection. End-to-end, expect 7–10 days from pickup to delivery of the replacement.

6.    Prepaid refund: A refund is initiated within 3 working days after inspection approval. Bank/card issuer credit generally takes a further 5–7 working days.

7.    COD refund: Store credit is issued within 3 working days from the date of approval.

8.    Self-shipped returns: Inspection and subsequent processing timelines begin only after the parcel is received at our facility and the return can be matched to the relevant order.

•     The timelines above are processing estimates and may be affected by courier delays, payment gateway or banking delays, incomplete information, missing documents, system issues, peak-volume periods, or other circumstances outside HE SPOKE’s reasonable control.

•     Where HE SPOKE requests additional information, photographs, payment details, or other evidence reasonably required to process a request, the applicable processing timeline will begin or resume once the required information is received.

•     A delay in responding to a customer communication does not by itself constitute approval of a return, exchange, refund, defect claim, or other request.

2.10 Return and Exchange FAQs

Q. How long do I have to raise a request?

7 days from the date of delivery, through the Returns & Exchange Portal.

Q. Can I exchange for a different style, not just a different size?

Yes, provided the replacement is of equal or higher value and is in stock. Any difference in price is payable before dispatch.

Q. What does the return cost me?

A flat ₹150 reverse-pickup fee is deducted from your refund. Exchanges are free, and so are returns of defective, damaged, or incorrect items.

Q. I paid by COD. Why is my refund in store credit and not cash?

COD orders are settled in cash at your doorstep, so there is no original payment instrument to reverse to. Store credit is issued within 3 working days, has one year validity, and is usable on any future order. Bank transfers for COD refunds are not supported.

Q. When will my refund reach my bank?

We initiate within 3 working day of the item clearing inspection. Your bank or card issuer typically takes a further 5–7 working days. Refunds always return to the source account; we cannot redirect them to a different account.

Q. Can I return a sale item?

Most sale items can be returned. Items discounted above 70%, BOGO purchases, and anything marked Final Sale cannot. The product page states this before you buy.

Q. What if the exchange size is out of stock?

We convert the request into a refund and notify you, so you are not left waiting on stock that may not return.

Q. My pickup did not happen. What now?

Pickups are attempted for 2–3 working days. If nothing has happened after that, write to help@hespoke.in with your Order ID and we will re-schedule or move you to self-ship.

Q. Can I return part of an order?

Yes. Requests are raised per item, so you can keep what fits and return the rest.

Q. What if my item arrives damaged?

Report it within 48 hours with photographs and, ideally, an unboxing video. Verified cases get a free pickup and a full replacement or refund, with no fee deducted.

Q. What if an item is missing from my order?

Report it to help@hespoke.in, preferably within 48 hours of delivery, with your Order ID and photographs of the parcel, shipping label and contents. We may request additional evidence and will investigate with our fulfilment and courier partners.

Q. What if my order is marked delivered but I have not received it?

Contact help@hespoke.in as soon as possible, preferably within 48 hours of the delivery status being recorded, with your Order ID. We will investigate with the courier partner and provide an appropriate resolution where the shipment is determined to have been incorrectly delivered or lost in transit.

Q. How long does it take to review my return or exchange request?

Requests are generally reviewed within 2–3 working days after successful submission and receipt of all required information. During festive periods, sale events or unusually high volumes, review may take up to 5 working days.

Q. How long does the complete return process take?

For a standard return, allow 2–3 working days for request review, 2–3 working days for reverse-pickup attempts, up to 72 working hours for inspection after receipt, and then the applicable refund timeline in Section 2.4. Actual end-to-end time may vary based on courier transit and other third-party processing.

Q. How long does an exchange take?

The courier generally attempts pickup within 2–3 working days. After receipt, the item is inspected within 72 working hours. Once the exchange clears inspection, the replacement is dispatched within 2 working days. End-to-end, expect 7–10 days from pickup to delivery of the replacement, subject to stock and courier timelines.