Refund policy

Return, Refund & Exchange Policy

Last Updated: 31-1-2026

At Proximo, we take great pride in the quality of our shirts. Our policy is designed to be fair to our customers while maintaining strict quality control. Please read the following guidelines carefully before making a purchase or raising a request.

1. Eligibility for Returns & Refunds

To ensure fairness, we have a strict policy regarding when a product can be returned for a full refund.

We accept returns (for refund) ONLY in the following cases:

  • Manufacturing Defect: The product has a visible defect or quality issue.

  • Wrong Product Received: You received a different size, color, or style than what you ordered.

  • Transit Damage: The package or product was damaged during shipping.

We do NOT accept returns (for refund) for:

  • Size or Fit Issues: (See Exchange Policy below).

  • Color Variation: Slight color differences due to screen brightness or studio lighting are not considered defects.

  • Change of Mind: We do not offer refunds if you simply decide you no longer want the product.

2. Mandatory Unboxing Video

To protect both our customers and our brand from fraud, a proper unboxing video is mandatory to raise a return or exchange request for defects or missing items.

  • The Rule: If you claim the product is damaged, defective, or incorrect, you must provide an unboxing video.

  • Video Requirements:

    • The video must start before opening the package.

    • It must show the shipping label clearly.

    • The video must be continuous and unedited (no cuts).

    • The defect/damage must be shown clearly in the video.

  • Rejection: Return requests without a valid unboxing video will be automatically rejected.

3. Exchange Policy (Size & Fit)

We understand that sometimes a size may not fit perfectly. While we do not offer refunds for size issues, we are happy to offer a Size Exchange.

  • Size Exchange Fee: Since we offer free shipping on the initial order, a flat logistics fee of ₹150 will be charged for size exchanges to cover reverse pickup and re-shipping costs.

  • Process: The exchange will be processed and the new size dispatched only after the exchange fee is paid by the customer.

  • Conditions:

    • The product must be unused, unwashed, and in its original condition.

    • Original tags and packaging must be intact.

  • Note: If the exchange is due to a Proximo error (Wrong item/Defect), NO fee will be charged. We will bear all costs.

4. How to Initiate a Request

To start a return or exchange, please follow one of the steps below:

  1. Submit a Request:

    • Option A (Preferred): Visit the "Request Return & Refund" page on our website and fill out the application form.

    • Option B: Contact us via Email (support@proximoshirts.com) or WhatsApp (+91 88289 32125) within 7 days of delivery.

  2. Submit Proof: Whether you apply via the form or contact us directly, you must provide your Order ID, clear photos of the issue, and the mandatory unboxing video.

  3. Approval: Our team will review your request and proofs within 24–48 hours and notify you of the approval status.

5. The Return Process (Reverse Pickup)

We do not ask you to ship the product yourself.

  1. Pickup Arrangement: Once your request is approved, we will arrange a Reverse Pickup via our logistics partner (Delhivery/Etc).

  2. Handover: Please securely pack the item (with tags and original packaging) and hand it over to the courier boy.

  3. Inspection: Once the package reaches our warehouse (Raza Enterprises), it will undergo a Quality Inspection.

    • Proximo reserves the right to reject returns if the product is found used, damaged by the customer, or tampered with during inspection.

6. Refund Policy

Refunds are processed only after the product passes the Quality Inspection at our warehouse.

  • Refund Amount: The full product value will be refunded. (Original shipping charges, if any, are non-refundable).

  • Refund Method:

    • Prepaid Orders: Refunded to the original source (Credit Card/UPI/NetBanking).

    • COD Orders: Refunded via Bank Transfer or UPI (Customer must provide details).

    • Store Credit: Optionally, you can choose a Proximo Gift Card for instant redemption.

  • Timeline: Refunds are typically processed within 5–7 working days after inspection. Bank settlement times may vary.

7. Cancellations

  • Orders can be cancelled within 2 hours of placement by contacting our support team.

  • If the order has already been shipped/dispatched, it cannot be cancelled.

8. Contact & Support

For any disputes or queries, please reach out to us:

  • Email: support@proximoshirts.com

  • WhatsApp/Phone: +91 88289 32125 (10 AM – 8 PM)

  • Address: Raza Enterprises, Pascal Colony, Jogeshwari (E), Mumbai - 400060

Governing Law: This policy is governed by the laws of India. All disputes are subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.