Order, Refund & Cancellation Policy

Last Updated: 31st July, 2026

INTRODUCTION

1. This Order, Cancellation, Return, Exchange & Refund Policy (“Policy”) governs the terms applicable to Orders placed through the SYDLENE website, mobile application, online store and other digital platforms (“Platform”) operated by Pryolt Private Limited (hereinafter referred to as “Company”, “SYDLENE”, “we”, “us” or “our”). 
   
   
2. SYDLENE aims to provide customers with a smooth shopping experience while maintaining necessary hygiene and quality standards, particularly due to the intimate nature of lingerie and personal apparel Products. 
   
   
3. This Policy forms an integral part of SYDLENE’s Terms & Conditions and applies to all Orders placed through the Platform. 
   
   
4. By placing an Order, you acknowledge and agree to the terms of this Policy.

ORDER PLACEMENT AND CONFIRMATION

1. Customers may place Orders through the Platform by selecting Products, providing required details and completing the checkout process.
   
   
2. Before confirming an Order, Customers should carefully review: Product details; size and colour selection; quantity; delivery address; payment method; applicable shipping charges; COD charges, where applicable; and final payable amount.
   
   
3. Once an Order is placed, an Order confirmation may be sent through email, SMS, WhatsApp or other communication channels provided by the Customer.
   
   
4. An Order confirmation only acknowledges receipt of the Order request. The Order shall be considered accepted when the Company confirms dispatch of the Product.
   
   
5. The Company reserves the right to cancel or refuse an Order before dispatch in
   reasonable circumstances, including: Product unavailability; incorrect pricing or Product information; payment failure; suspected fraudulent activity; incorrect delivery information; misuse of promotional offers; violation of applicable policies; or any other legitimate business reason.
   
   
6. Where payment has already been received for a cancelled Order, the applicable refund shall be processed in accordance with this Policy.
   
   

ORDER MODIFICATION AND CANCELLATION BY CUSTOMER

1. Customers may request cancellation of an Order before it has been dispatched.
   
   
2. Cancellation requests must be submitted through the customer support channels provided on the Platform.
   
   
3. Once an Order has been processed, packed or dispatched, cancellation may not be possible. In such cases, Customers may request a return or exchange, wherever eligible, in accordance with this Policy.
   
   
4. Customers are responsible for reviewing their Order details before completing payment. Requests for modification of Product selection, size, colour, quantity or delivery address after Order confirmation shall be accommodated only where operationally possible.
   
   
5. The Company shall not be responsible for errors arising from incorrect details entered by the Customer during checkout.

CANCELLATION BY SYDLENE

1. SYDLENE reserves the right to cancel an Order before dispatch where reasonably necessary, including where: the Product is unavailable; there is an error in Product information or pricing; payment cannot be verified; delivery cannot be completed to the provided address; fraudulent or suspicious activity is identified; the Order appears to be placed for misuse or unauthorised resale; or continuation of the Order violates applicable law or Company policies.
   Where a prepaid Order is cancelled by SYDLENE, the amount paid for the cancelled Product(s) shall be refunded through the applicable payment method.
   
   

RETURNS AND EXCHANGES - GENERAL TERMS

1. Due to the personal and hygiene-sensitive nature of lingerie and intimate apparel, Products may not be eligible for return or exchange after delivery.
   
   
2. In case of a damaged, defective or incorrect product, the customer must report it within 3 days of delivery.
   
   
3. After verification, we will provide an *exchange/replacement only*, provided the product is unworn, unused, unwashed and has the original tags/packaging intact.
   
   
4. No returns/exchanges for size or fit issues, change of mind, colour preference, etc.
   
   
   

HYGIENE-SENSITIVE PRODUCTS

1. Considering the intimate nature of SYDLENE Products, certain categories may not be eligible for return or exchange once opened, used or tried against the skin.
   
   
2. These may include: underwear; panties; thongs; briefs; lingerie sets; bodysuits; nipple covers; pasties; adhesive bras; silicone lifts; fabric lifts; double-sided tapes; and other direct-contact intimate accessories.
   
   
3. Returns or exchanges for such Products shall generally not be accepted where: the Product has been worn, washed or used; the protective liner, hygiene seal or adhesive covering has been removed; tags or packaging have been removed; the Product is altered, damaged or unsuitable for resale due to customer handling; or the Product has been exposed to conditions affecting hygiene standards.
   
   
4. These restrictions exist to protect customer safety and maintain hygiene standards.

EXCEPTIONS FOR DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

1. The hygiene restrictions mentioned above shall not apply where the issue arises due to a genuine error attributable to SYDLENE.
   
   
2. Customers may request a return, replacement, exchange or refund where: an incorrect Product has been delivered; a wrong size, colour or variant has been shipped due to Company error; the Product received is defective; the Product was damaged before delivery; the Product is materially different from the description provided; or any other issue arises due to an error by the Company.
   
   
3. Customers should report such issues within 3 days of delivery and provide necessary details, including photographs or videos where required.
   
   
4. After verification, SYDLENE shall take appropriate corrective action, which may include replacement, exchange, refund or another suitable resolution.
   
   

RETURN REQUEST PROCESS

1. Customers may initiate a return or exchange request by contacting SYDLENE Customer Support through the details provided on the Platform.
   
   
2. The Customer may be required to provide: Order number; registered contact details; details of the issue; photographs/videos of the Product, where applicable; and any other information reasonably required for verification.
   
   
3. Once approved, the Customer shall follow the return instructions provided by SYDLENE.
   
   
4. Products must be securely packed to prevent damage during return transit.
   
   
5. Failure to comply with return instructions may affect eligibility for return, exchange or refund.
   
   

QUALITY CHECK AND RETURN APPROVAL

1.  All returned Products may undergo a quality inspection.
   
   
2. A return or exchange request may be rejected where: the Product has been used, worn or washed; hygiene seals or tags are removed; the Product is damaged due to customer handling; the Product does not match the Order details; the return request is raised after the permitted period; or the Product cannot be resold due to hygiene reasons.
   
   
3. If a return is rejected, SYDLENE may communicate the reason to the Customer and provide further instructions regarding the Product.

REFUND POLICY

1. Refunds shall be processed only after approval of the applicable cancellation, return or refund request.
   
   
2. Once approved, refunds shall generally be processed through the original payment method used by the Customer.
   
   
3. Refund timelines may vary depending upon: payment method; bank processing timelines; payment gateway procedures; verification requirements; and other factors beyond the Company’s control.
   
   
4. Customers shall receive confirmation once the refund has been initiated.
   
   
5. The Company shall not be responsible for delays caused by banks, payment gateways or third-party financial institutions.
   
   

CASH ON DELIVERY REFUNDS

1. For Orders placed through Cash on Delivery (“COD”), approved refunds may be processed through bank transfer, UPI or another electronic payment method.
   
   
2. Customers may be required to provide accurate bank or payment details for processing the refund.
   
   
3. COD handling charges, where applicable, may not be refundable where the COD service has already been successfully provided.
   
   
4. However, such charges may be refunded where: the wrong Product was delivered; the Product was defective or damaged; the issue occurred due to Company error; or refund is required under applicable law.

SHIPPING CHARGES AND REFUNDS

1. Shipping charges may be non-refundable where the Product has been successfully delivered and the Customer voluntarily requests cancellation, return or exchange.
   
   
2. However, shipping charges may be refunded where: the wrong Product was
   delivered; the Product was defective; the Order was cancelled by SYDLENE; the Product was not delivered due to Company error; or refund is required under applicable law.
   
   

EXCHANGE POLICY

1. Exchange requests may be accepted only for eligible Products and subject to availability.
   Exchange may generally be permitted for: size-related issues; colour or variant changes; or other approved reasons, provided that the Product meets the applicable return conditions. If the requested replacement Product is unavailable, SYDLENE may provide an alternative resolution, including refund where applicable.
   
   

WRONG ADDRESS, FAILED DELIVERY AND REFUSED ORDERS

1. Customers are responsible for providing correct delivery information.
   
   
2. Where an Order is returned due to: incorrect address; incomplete address; Customer unavailability; refusal to accept delivery; failure to pay COD amount; or repeated failed delivery attempts, additional shipping charges may apply for re-dispatch, where permitted.
   
   
3. Refund eligibility in such cases shall be determined in accordance with this Policy.
   PROMOTIONAL PRODUCTS AND DISCOUNTED ORDERS
   
   
4. Products purchased under promotional offers, discounts, bundles or special campaigns shall remain subject to this Policy.
   
   
5. Where a refund or return affects eligibility for a promotional benefit, SYDLENE may recalculate the refund amount considering the discount or benefit applied.
   
   
6. Free gifts, promotional items or bundled Products may be required to be returned where the associated Order is cancelled or refunded, unless otherwise communicated by SYDLENE.
   
   

FRAUDULENT OR ABUSIVE CLAIMS

1. SYDLENE reserves the right to investigate return, refund and exchange requests.
   
   
2. Where the Company reasonably believes that a Customer is misusing return facilities, making false claims, submitting fraudulent evidence or abusing promotional benefits, the Company may: reject the request; restrict future Orders; disable certain payment options; suspend the account; or take appropriate legal action where necessary.
   
   

CHANGES TO THIS POLICY

1. SYDLENE reserves the right to modify or update this Policy from time to time to reflect changes in business practices, Products, legal requirements or customer-service processes.
   
   
2. The updated Policy shall be published on the Platform with the revised “Last Updated” date.
   
   
3. Continued use of the Platform after such updates shall constitute acceptance of the revised Policy.

CUSTOMER SUPPORT

Questions concerning this Shipping & Delivery Policy may be addressed to: 

SYDLENE,
Registered Office: 376,  Surana Bhawan, Hanuman Ji Ka Rasta, Jaipur, Rajasthan - 302003
Email: customercare@sydlene.com
Grievance Officer Phone: +91 91160 49116