Initiate an Exchange

• How do I initiate an exchange?

  Simply email us at hello@lovepangolin.com with your order ID and contact details and size replacement.

• What items are not eligible for exchange?

  Only non-customised, full-priced apparel is eligible for a size exchange. Masks, umbrellas, customised apparel, and products purchased on markdown, sale, or promotional offers are not eligible for exchange. Umbrellas are not eligible for return, refund, colour exchange or model exchange; only umbrellas that arrive damaged, are defective, or are not the item you ordered qualify for a replacement (report within 7 days of delivery with clear photos or videos).

• What is the timeframe to request an exchange?

  Within 7 days of receiving your order. Post 7 days, we regret that we won't be able to facilitate exchanges or returns for any reason. Your understanding in this matter is greatly appreciated.

• What are the exchange charges?

  We provide one-time free exchange; additional exchanges incur charges.

• When can I expect my replacement to arrive?

  As soon as your returned item reaches our facility and clears our Quality Check, we'll ship out your exchange right away. Delivery will then follow our usual timeline mentioned in our policy.

• What items are not eligible for exchange?

  Please note that masks, umbrellas, and customised apparel cannot be returned or exchanged. Masks and customised apparel are excluded for hygiene and personalisation reasons. Umbrellas are not eligible for return, refund, colour exchange or model exchange — only a damaged, defective, or incorrect umbrella qualifies for a replacement (report within 7 days of delivery with photos or videos). Your understanding is greatly appreciated.

• What are the conditions for exchange?

  Items must be unwashed, unused, and with all tags and packaging intact.

• Can I exchange for a different product?

  For apparel, we only provide size exchanges within the same product. If you want a different product, you must request a refund and place a new order. Umbrellas are not eligible for exchange of any kind (including colour or model); only a damaged, defective, or incorrect umbrella qualifies for a replacement.

• Can I request a refund after initiating an exchange request?

  Yes, you can request a refund by emailing hello@lovepangolin.com within 24 hours before we dispatch your replacement.

• Can I request a second-time exchange?

  Yes, a second-time exchange is possible with a nominal fee of ₹299/- to cover packaging and logistics.

• What is the response time for exchange requests?

  We aim to respond within 24 hours (48 hours during holidays).

• What are my responsibilities as a customer?

  Ensure secure packaging for return shipments. Indian customers enjoy a free pick-up service; international customers handle and cover return shipping costs.

• What should I do if I receive a damaged or defective product?

  Report issues within 7 days of receipt for eligibility.

• Can an exchange request be converted to a return and refund request?

  Yes, you can switch to a refund request by contacting us within 24 hours before we dispatch your replacement.

Love Pangolin retains the right to modify any policy terms and conditions at its discretion.