Refund policy
Effective 10 October 2026.
Eligibility
Size exchange and change-of-mind requests must be raised within 7 days of delivery. Damage claims must be raised within 3 days of delivery. Items must be unworn, unwashed, and have all tags attached.
Cancellations
Orders can be cancelled at any point before dispatch for a full refund to the original payment method. Once dispatched, the terms below apply.
Wrong size
One free size exchange per item. We cover shipping both ways.
If the size you need is no longer available, choose either a refund to the original payment method or store credit equal to 100% of the amount paid.
Changed your mind
We'll take it back and issue store credit equal to 100% of the amount paid. Return shipping is on us. Change-of-mind returns are not refunded to the original payment method.
Damaged, defective or incorrect items
If something arrives damaged, defective, or isn't what you ordered, contact us within 3 days of delivery with photographs of the item, the tags and the packaging. We'll arrange collection, and you choose one of:
- A replacement, if available
- A full refund to the original payment method
- Store credit equal to 110% of the amount paid
For damage claims we may ask for a video of the parcel being opened from sealed, showing the item and tags clearly. Where this is requested and not provided, we may be unable to accept the claim.
Store credit
Store credit is issued as a gift card code, sent to the email address on your order. It can be used across more than one order: any unused balance stays on the code. It is valid for 12 months from the date of issue and cannot be exchanged for cash.
Refund timelines
Refunds are processed within 5–7 business days of the item reaching us and passing inspection. From request to refund, allow two to three weeks.
Items that don't pass inspection
Items returned worn, washed, or without tags will be sent back to you once, at our cost. No exchange, credit or refund is issued.
Starting a request
Email hello@onthefence.in or message us on WhatsApp with your order number and the reason. We reply within 48 hours.
Contact
Grayape Clothing Private Limited Email: hello@onthefence.in
WhatsApp: +1 555 934 9208
Governing law
This policy is governed by the laws of India. The courts at New Delhi have exclusive jurisdiction over any dispute arising from it.
Amendments
We may update this policy. Changes take effect when published here. The version in force on the date of your order is the one that applies to it.