FAQ

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Why are there different prices for the same product? Is it legal?

Purfle is an online marketplace platform that enables independent designers to sell their products to customers. The prices are solely decided by the designer, and Pufle does not interfere in the same. There could be a possibility that the same product is sold by different sellers at different prices. Purfle rightfully fulfils all legal compliances of onboarding multiple sellers on its forum as it is a marketplace platform.

I saw the product at Rs. 1000 but post clicking on the product, there are multiple prices and the size which I want is being sold for Rs. 1600. Why is there a change in price in the product description page?

Purfle is an online marketplace, and multiple designers could be selling a particular style at different prices as may be set by each such seller respectively. The product price on the listing page of the platform, may not always reflect the lowest price for that particular style. This is because the seller whose price is displayed on the list page is selected based on the application of a number of parameters and price is only one such parameter. However, once you land on the product display page on the platform for a specific style, you will have access to the price offered by all sellers on the platform for the relevant style.

How will I detect fraudulent emails/calls seeking sensitive personal and confidential information?

If you receive an e-mail, a call from a person/association claiming to be from Purfle seeking sensitive confidential information like debit/credit card PIN, net-banking or mobile banking password, we request you to never provide such confidential and personal data. We at Purfle or our affiliate logistics partner never ask for such confidential and personal data. If you have already revealed such information, report it immediately to an appropriate law enforcement agency.

Here are a couple of baits fraudsters often use to cheat consumers:

Congratulations! You have been nominated as a ‘Top Purfle customer’ and are now eligible for a luxury gift item. Please share your proof of address and your debit/credit card details to avail this great offer.

Hi, I’m calling from Purfle. We are happy to let you know that you have won an exclusive lucky draw coupon of Rs. 3000 on your latest purchase. Please share your card number so we can credit the money directly into your bank account.

How will I identify a genuine appointment letter?

Please beware of the fraudulent individuals/agencies that are enticing job seekers by promising them career opportunities at Purfle in lieu of 1.) recruitment fee 2.) processing fee 3.) security deposit 4.) software or equipment charges 5.) on-boarding charges etc. Please be cautious that, Purfle and its recruitment partners never ask for any fee in exchange for an offer letter or interview calls. All offer related communications are sent from an official Purfle email only.

How do I cancel the order, I have placed?

Order can be canceled till the same is out for delivery. Note: This may not be applicable for certain logistics partner. You would see an option to cancel within ‘My Orders’ section under the main menu of your App/Website/M-site then select the item or order you want to cancel. In case you are unable to cancel the order from ‘My Orders’ section, you can refuse it at the time of delivery and refund will be processed into the source account, if order amount was paid online.

How do I create a Return Request?

You can create a Return in three simple steps

  1. Tap on MyOrders
  2. Choose the item to be Returned
  3. Enter details requested and create a return request

I have created a Return request. When will the product be picked up?

Number of days to pickup a product may vary as per the Logistics team that will be assigned to pickup your product. The product will be picked anywhere between 4 – 7 days.

I have created a Return request. When will I get the refund?

Refund will be initiated upon successful pickup as per the Returns Policy. The refund amount is expected to reflect in the customer account within the following timelines:

  1. NEFT – 1 to 3 business days post refund initiation
  2. Purfle Credit – Instant
  3. Online Refund – 7 to 10 days post refund initiation, depending on your bank partner

Where should I self-ship the Returns?

 

I have accumulated Purfle Points in my account. How can I redeem them?

To redeem Purfle Points, you will have to continue shopping with us on App/M-site/Website. In case, you don’t have access to the App/Website or M-site, don’t worry, your Purfle Points are safe with us, whenever you get access of these Platforms in future, you can redeem the same (unless points have not expired)

 

Shipping, Order Tracking & Delivery

You can track your orders in

TRACK ORDERS

What is Purfle’s Shipping Policy?

We strive to deliver products purchased from Purfle in excellent condition and in the fastest time possible. If this is your first order with Purfle, shipping will be completely FREE. Also, for all the subsequent Orders of Rs. 799/- (Rs. 499/- for the orders only with Personal Care items) or more, we will deliver the order to your doorstep free of cost. A platform handling fee of Rs. 99/- will be applicable to the orders under Rs. 799/- and Rs.49/- will be applicable for the orders with only Personal Care items.1. If the order is cancelled, lost or un – delivered to your preferred location, we will refund the complete order amount including any platform handling fee, if paid online.2. If you return an order delivered to you, platform handling fee will not be refunded.However if you self – ship your returns, we will reimburse self – shipment charges based on Purfle ‘s Returns Policy. For accounts whose return behavior violates our fair usage policy, platform handling fee will be non – refundable irrespective of order value.

*Order value is calculated after applying discounts / VAT / GST or any other applicable charges

What is Purfle’s Fair Usage Policy?

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect platform handling fee of Rs. 149 for all orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed.

How do I check the status of my order?

Please tap on “My Orders” section under main menu of App/Website/M-site to check your order status.

How can I check if Purfle delivers to my PIN Code?

You can find out if Purfle delivers to your PIN Code using the courier serviceability tool available on the product page. Please tap on “Check Delivery options” and enter your area PIN code in the respective field to get the required information about standard order delivery time and availability of Cash on Delivery for the Product selected. The PIN codes serviced by us are frequently updated, so if we do not deliver to your PIN code today, please come back and check to see if this has changed.

How are orders placed on Purfle delivered to me?

All orders placed on Purfle are dispatched through our own courier service – Purfle Logistics or through other courier partners such as Blue Dart, Delhivery Etc.

Does Purfle deliver products outside India?

No. At this point, Purfle delivers products only within India.

How can I get my order delivered faster?

Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service and your area pincode is serviceable, you will receive a communication from our end.

I have received a partial item/partial order or an Untenanted/Void packet?

Kindly reach out to us for pilferage within 48 hours of delivery failing which the claim will not be entertained. Whilst we investigate, request you to please make note of the below pointers:

Please do not use the item for which claim is being raised.

You may be required to information’s like, short description of the case (A few questions will be asked to help us understand the scenario)

The snapshots of the packet and other boxes (If any) (Try to cover the sides which look tampered/damaged as per the Users

The refund for prepaid/Cash on delivery orders will be done after the investigation

You may not be liable for a refund, if he/she falls in any of the scenarios stated below:

Failure to provide adequate information about the case.

Failure to provide snapshots of the packet and box(if any)

If a pilferage delivery was received, pilferage claims must be made the same day.

You must not dispose of the packaging for 3 – 4 days post – delivery. We might need to pick-up your packaging for investigation at our end.

You have used the item for which claim was raised.

In case of a component missing from a multi-component item such as Kurta, Bed – sheets, inner wear sets etc.only exchange return option would be provided basis serviceability and product type

Cancellations and Modifications

You can cancel your orders under MyPurfle

CANCEL ITEM

What is Purfle’s Cancellation Policy?

You can now cancel an order when it is in packed/shipped status, as long as the cancel option is available on App/Website/M-site. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made

Can I modify the shipping address of my order after it has been placed?

Yes, You can modify the shipping address of your order before we have processed (packed) it, by updating it under ‘change address’ option which is available under ‘My order’ section of App/Website/M-site

How do I cancel my Order?

Tap on “My Orders” section under the main menu of your App/Website/M-site and then select the item or order you want to cancel

I just cancelled my order. When will I receive my refund?

If you had selected Cash on Delivery, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation.

Returns and Exchange

You can return/exchange your orders in MyPurfle

EXCHANGE ITEMRETURN ITEM

What is Purfle’s Return and Exchange Policy? How does it work?

Purfle’s returns and exchange policy gives you an option to return or exchange items purchased on Purfle for any reason within the specified return/exchange period (check product details page for the same). We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. There are two ways to return the product to us:

  1. Pick up: In most locations, we offer a free pick up service. You will see a pickup option when you submit a return request.
  2. Self-Ship: If we don’t offer a pick up at your location. In such cases, we will credit the shipping costs in the form of Purfle credits provided the product meets the return policy and you have shared scan copy of the courier receipt with us.

During Pick Up, our delivery agent may do a quality check on the return. For a successful pick up, we will initiate a doorstep refund for the return amount into the refund mode selected at the time of initiating the return request. This doorstep refund may not be applicable for some pin codes in which case refund will be initiated after the product has been received at our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to you. If you choose to exchange the item for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item, free of cost. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange. If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately.

The following EXCEPTIONS and RULES apply to this Policy:

  1. Due to the intimate nature, we handle returns for certain Innerwear, Sleepwear and Lingerie items differently. Only self-ship return is allowed for such items, hence pickup facility will not be available.Also, these items cannot be exchanged.
  2. All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box).
  3. In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well
  4. Purfle will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Purfle would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User
  5. If you self-ship your returns, kindly pack the items securely to prevent any loss or damage during transit. For all self-shipped returns, we recommend you use a reliable courier service.
  6. If you self-ship your returns, your shipping costs would be reimbursed subject to your return having met our Returns and Exchange Policy and the image of the courier receipt is shared by you and validated by us. For self ship returns the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.

To return a product to Purfle, please follow these steps:

You can return products purchased from Purfle within the specified return/exchange period(check product details page for the same), except for our non-returnable products and high-value products which can only be returned for limited number of days.

  1. Create a ‘Return Request’ under “My Orders” section of App/Website/M-site. Follow the screens that come up after tapping on the ‘Return’ button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us basis on the return mode
  2. We offer pick-up facility in selected locations basis our courier serviceability.
  3. If reverse pick-up option is not available at your location you can self-ship the product to us

Pick-up: If you select to schedule a pick-up, please place the product in a packet and the product must be unused, unwashed and all the tags are intact.Keep the packet ready and open to expedite the return pickup. Our staff may initially examine the product at the time of pickup and a further quality check of the product will be conducted at our Returns Desk.

Self-ship: In case your area pincode is not eligible for “Pick-up” mode then, please self-ship the product to our Returns desk.Please pack the product and ensure product is unused, unwashed and all the tags are intact.Also, please mention Order No and Return id on a piece of paper and place it in the packet. Kindly address the package to the address of the Returns desk closest to you. We have listed out the addresses of the Returns desk in another section on this page.

We will send you a confirmation email as soon as we receive the shipment at our warehouse. At any time, you can track the status of your return request on App/Website/Msite.

NOTE: NO PRODUCTS SHALL BE ACCEPTED IF THE WARRANTY CARD IS MISSING WHILE RETURN OR EXCHANGE OF THE PRODUCTS.

How do I place an exchange request on Purfle?

 

What is No Questions Asked Returns?

Once you create a return via App / Desktop as per the returns policy, Purfle will ensure a quick, easy and seamless returns experience for you. Our delivery agents may perform a simple quality check at your doorstep and upon acceptance of the return, your refund will be initiated immediately.

Why has my return been put on hold despite No Questions Asked Returns Policy?

At the time of creating a return, customers are requested to confirm (via a check box click) that the product being returned is unused with original tags intact. At the time of pickup, if the above conditions are not found to be met, your return may be put on hold pending further clarification with our Contact Center.

What is Instant Refunds?

Upon successful pickup of the return product at your doorstep, Purfle will instantly initiate the refund to your source account or chosen method of refund. Instant Refunds is not available in a few select pin codes and for all self ship returns.

Why have I not received my Refund despite Instant Refunds policy?

For refunds taken into Bank Account (via IMPS), your refund will reflect in your account within 1 to 3 business days once it has been initiated at the doorstep. For refunds taken into phonepe, your refund will reflect instantly. For refunds to source account (that is Credit Card, Debit Card and Netbanking), your refund may take 7-10 days to reflect in your account depending upon your bank partner.

How long would it take me to receive the refund of the returned product?

After the refund has been initiated by Purfle as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:

  1. NEFT – 1 to 3 business days post refund initiation
  2. Purfle Credit – Instant
  3. Online Refund – 7 to 10 days post refund initiation, depending on your bank partner
  4. PhonePe wallet –Instant

Please note, Purfle initiates the refund upon successful return pick up, or after the returned item has reached us and quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to a Purfle warehouse. In case of any refund discrepancies, Purfle may at its sole discretion, request you to share with us a screenshot of your bank statement.

How do I return multiple products from a single order?

If you are returning multiple products from a single order then, you will receive a separate Return ID via e-mail for each item. If you are self-shipping the products, you can ship all the products in a single shipment. Please mention the Return IDs for all the products on a single sheet of paper and place it inside the packet.If mode of return is Pickup, our courier person will pickup the products from the pickup address.

Does Purfle pick up the product I want to return from my location?

Currently, we pick up products only from selected PIN Codes. If your area pincode is serviceable, you will be able to select the pickup option when you create a Return Request on App/Website/M-site.

  1. We will pick up the return within 4 – 7 days from the request placement date.
  2. Please keep the return shipment ready.

How can I Self-Ship the product to Purfle?

If your area pin code is not serviceable for pickup, you will need to self-ship the return item via any reliable courier partner. Please ensure to place a sheet of paper with the details of Order ID and Return ID for each item included in the package. For all self-shipped returns, you will be duly reimbursed the shipping costs. Therefore, please ensure that scan copy of courier bill/receipt is shared via Contact us option available on App/Website/M-site. The courier bill/receipt should satisfy the following conditions for successful processing:

  1. It should capture the weight of the return package.
  2. Residential/office address, destination address, shipment date, amount and other details should be mentioned.
  3. The information on the receipt should NOT be edited/over-written.
  4. The courier charge (amount mentioned on the receipt) should not overshoot the Sender-Destination-Service combination and shall be cross checked with the courier company.

This is subject to your returns being inspected and successfully processed upon receipt at our end.

Where should I self-ship the Returns?

You can send the return to any one of the following returns processing facilities depending on your location. Kindly do not send it to on any other address as the package would not be acceptable then. Please address the return shipments to the seller you purchased the products from, details of which can be found on your order invoice.

**South

**North

**West

**East

 

Why has my return request been declined?

This may have happened, if the item you returned is used, damaged or original tags are missing. In the event that the return request is declined, the user shall not be eligible for a refund, and Purfle assumes no liability in this regard. For more details, please call our customer care.

Why did the pick up of my product fail?

We make three attempts to pick up the item, if the item is not picked up in the third attempt, Pickup request will be marked as failed. You can initiate a new return request, if item meets the return criteria and is within the specified return/exchange period (check product details page for the same). For more details, please call our customer care.

Why is my returned product re-shipped?

This may have happened, if the item you have returned is used, damaged or original tags or MRP tags are missing. In the event that you fail to accept the receipt of the re-shipped item, you shall continue to be not eligible for a refund, and Purfle assumes no liability with respect to the return or refund for the said re-shipped item. For more details, please call our customer care.

Sign Up and Login

How do I create an account on Purfle?

You can create your account on Purfle by entering and verifying your mobile number. Click on “Create New Account” after that and fill up the form to create your Purfle account.

How do I login on Purfle? I used to login with email, Google/Facebook login.

For older users of Purfle who used to login with email/Google/Facebook, enter your mobile number and OTP, then choose your method of login under “Already have an account?”. Once you have entered the details, you will be logged in to your account. Next time onwards, you can use your mobile and OTP for easy login.

Why am I asked for password after entering OTP while trying to login?

Purfle’s security policy sometimes requires you to enter your password if you have not logged in with OTP for a very long time. This is done to ensure that no one else can access your account after you have discarded your mobile number and it is assigned to someone else as per government policy.

Can I still login with password on Purfle?

You can login with mobile number and password. This works if your mobile number is verified on your account. To login with mobile and password, enter your mobile number and “Continue”. On the OTP page, you will find the option to login with password. However, it is highly recommended that you login with OTP for convenience and security.

What if I don’t receive an OTP due to poor network connectivity?

If you are not receiving an OTP use the “Login with password” option to login to your Purfle account.

What is an alternate mobile number? Why does Purfle ask for it?

Alternate Mobile Number is another mobile number that can be used to gain access to your account if you loose your login mobile number, for example if you lose your mobile or you just decided to change your number. In such a case, you can enter your login mobile number and alternate mobile number, the OTP will be sent to the alternate mobile number and you will be able to login to your account and change your password and your login mobile number.

Do I need to provide email to create an account on Purfle?

Providing an email is not mandatory to create an account on Purfle. However, we still recommend adding your email to your account as it will allow you to easily reset your password if you need to.

I have given my mobile number in my last order? Can I use that number to log in to Purfle?

Mobile numbers given along with shipping address cannot be used to log in on Purfle. To use a number for login on Purfle, you need to add your number to your profile and verify it with OTP. This can be done under profile section in Account.

What is account recovery on Purfle?

Account recovery is the process of getting access to your account in case you have changed or lost your mobile number and did not change the mobile number on your Purfle account before you lost that number. This can be done by validating a saved credit/debit card expiry date (Purfle does not charge anything for this) or by entering an OTP sent to your alternate mobile number.

Why am I asked for my credit card details to access my account?

In case you do not have your mobile number with you anymore, Purfle can use a saved credit/debit card detail from your account, to match for expiry date and give you the option to change your password and update your new mobile number in your account. There is no charge made to the card in this process. Alternatively, you can log in to your account with password if you remember it and change the login mobile number from your profile.

What happens if my mobile number is given to someone else by the telecom operator. Is my Purfle account still safe?

Yes, your Purfle account is safe. The other person cannot access your account as he will need to enter your account password. Purfle systems can smartly detect such SIM handovers and ask the user to enter password additionally in such cases. The new user, however, will be able to create a new account with that number.

How can i change my mobile number that I use to login on Purfle?

You can log in to your account and change it from your Profile > Edit Profile.

I do not have my old mobile number? How can I log into my account and change mobile number?

You can update your account details by going to Account Recovery. For that, you will need to enter your old mobile number and go to the OTP page. You will find an option “Get Help” there to recover your account.

Does Purfle read my SMSes?

Purfle can only read OTP SMSes that are sent by Purfle. This is in accordance with guidelines provided by Google in line with user privacy policies.

Why is my account locked?

Purfle locks accounts for a specified time period or permanently in case there are too many failed login attempts to your account. This is for the security of your account. You should be able to gain access back to your account by resetting your password or call customer care for further help.

Payments

You can check refund status of your returns in MyPurfle

REFUND STATUS

How can I pay for my order at Purfle?

We support the following payment options at Purfle:

  1. Cash On Delivery (available in selected pin codes)
  2. Credit Card
  3. Debit Card
  4. Net banking
  5. Gift Card
  6. Wallet

How does the COD (Cash on Delivery) payment option work?

Purfle’s Cash on Delivery option allows you to pay order value at the time of delivery for all orders between Rs. 299 and Rs. 49999. Your existing limits will be revised once, there is a delivery or order rejected against your account, from the new limit implementation logic, if required.To pay for any order using Cash on Delivery (COD) mode of payment, please select the ‘Cash On Delivery’ option on the payment page. Cash on Delivery option is available only in selected pincodes. However the COD limit may differ from customer to customer depending upon the order rejection percentage from a particular customers registered email id. For avoidance of doubt, ‘Order Rejection Percentage’ shall mean any undelivered orders which are returned from the address provided by the customer even, after three successful delivery attempts. In event of COD limit breach, your order will be cancelled and you will have to place a new order using Pre-payment options.

Further, the COD limit for any user may get decreased to Rs. 24,999, Rs.1500, Rs.0 basis on order rejection percentage and can be reset to Rs.49,999 basis on Order acceptance percentage and number of prepaid orders placed, post limit decrease.

Why can’t I see the COD option on my payment page?

If you do not see a COD option on your payment page, this may be due to one of the following reasons:

  1. Your order value may be less than Rs. 299 or over Rs. 49,999.
  2. Our courier partners may not support the Cash on Delivery option for your delivery address.
  3. You may have placed another order using the COD option which is pending delivery. If the amount of this order when added to your current order exceeds Rs. 49,999, then the COD option will be disabled temporarily.

What is COD limit?

Purfle reserves the right to determine the COD limit for every customer and/or orders. The COD limit includes any undelivered, unpaid orders and any new orders being placed.

I want to know about EMI (credit card) payment option?

EMI (Credit Card) is a convenient payment option that you can choose to pay for the order in easy installments to the credit card issuing bank. The option is available only on credit cards issued by the following banks:

  1. HDFC
  2. ICICI
  3. SBI
  4. Axis
  5. Amex
  6. HSBC
  7. Induslnd
  8. Kotak
  9. RBL
  10. Standard Chartered.

This EMI option is facilitated by the card issuing bank. The EMI eligibility, payment plan and refund rules are solely on the internal discretion and approvals of the bank.

 

How do I make payment using EMI (Credit Card) option?

Add the desired products to your Purfle shopping bag, proceed to checkout, select delivery address and proceed to payment. On payment page, select EMI (Credit Card) under payment options and follow these simple steps:

  1. Select your Credit Card issuing bank you wish to pay from
  2. Select the repayment duration (3, 6, 9, 12, 18 or 24 months). The interest rate, monthly EMI and total interest paid will be displayed.
  3. Enter your Credit Card details
  4. Click ‘Pay Now’.

The order will be confirmed and shipped on successful payment.

What is the eligibility criteria to avail EMI option?

 

Why is sum total of EMI’s more than the order value?

The issuing bank charges interest per EMI transaction. The interest rates are decided by the bank and are displayed at the time of completing the transaction. There is no processing or convenience fees charged on any EMI transactions.

What happens if bank rejects EMI conversion?

Customer needs to pay full amount of transaction to the bank, since EMI facility is at sole discretion of the issuing bank, please contact your card issuing bank.

Why is the transaction amount not converted into EMI in 7 working days?

Conversion of transaction into EMI is at the sole discretion of card issuing bank and can also be rejected in unfortunate circumstances. In case the paid amount is not converted to EMI within 7 days then contact your card issuing bank.

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment still fails, you can use the Cash on Delivery (COD) payment option, if available on the payment page to place your order. If your payment is debited from your account after a payment failure, it will be credited back within 7-10 days, after we receive a confirmation from the bank.

I am being charged GST amount on my order. What is GST?

GST is a single tax on the supply of goods and services that is levied on every value addition (through production and services) and is added to a product’s sale price. GST has to borne/paid by the ultimate consumer of the product or service. If your order is fulfilled on or after July 1st 2017, GST will be applicable on your orders. GST subsumes all other taxes like Excise duty, VAT, Entry tax etc.

How is the GST amount decided?

Following rules will govern whether or not additional GST will be applicable on the products purchased by you:

1) GST applicability:

(a) For a product,

(i) if the fulfillment is done on or after July 1st, 2017 and

(ii) if the order is placed before 15th November, 2019, and,

(iii) total discount percentage is more than 19% of MRP,

then GST may be collected from customer in addition to product price, post discounts. The discounts include those resulting from special offers such as Buy 1 Get 1 and similar offers.

(b) For a product, if the order is placed on or after 15th November 2019, the discounted prices displayed on Purfle platform shall be inclusive of all taxes, including GST.

2) GST amount: If applicable, the amount of GST collected from customer depends on category, for example

(i) Apparel/Clothing: Max 12%

(ii) Footwear: Max 18%

(iii) Accessories/Other Categories: Max 28%

3) On and from 15th November, 2019, the discounted prices displayed on the Purfle platform shall be inclusive of all taxes.

If I return/cancel the purchased product will the GST/VAT amount charged be refunded?

Yes. If you return the product the applicable GST/VAT amount will also be refunded into the source account selected at the time of return initiation. However no refunds of GST/VAT shall be made in relation to platform handling fee collected from the consumer under Purfle shipping policy.

 

Gift Cards

How can I purchase Purfle Gift Card?

To purchase Purfle Gift card, please follow below mentioned steps:

  1. click on Gift Card option on Purfle
  2. Then, on ‘Buy Gift Card’ option
  3. Enter recipient email address
  4. Select or enter the Gift Card value
  5. Make payment using your credit card, debit card or net banking
  6. On successful payment, the Gift Card details will be sent to the recipients email address.

I just received a Purfle Gift Card. How do I use it?

For making a purchase with your Gift Card on Purfle App/website simply enter your 16 digit Gift card number and 6 digit PIN at the checkout page.The purchase amount will be deducted from your Gift Card’s available balance. Follow the below mentioned steps to redeem the gift card:

  1. Click on ‘Place Order’
  2. Once you’ve reviewed and confirmed your address, click on ‘Proceed to Payment’
  3. Select ‘Gift Card’ from ‘Other Payment Options’
  4. Enter your 16 digit gift card code and 6 digit PIN
  5. Click on ‘Apply’ to redeem the balance.

How do I check the available balance or expiry date on my Gift Card?

To check Gift Card balance, click on Gift Card section on Purfle then, enter 16 digit card no. and 6 digit pin

What should I do if, I have not received the e-mail that had Gift Card details?

For Gift cards issued by Purfle, sender can resend the Gift card e-mail, from ‘My Orders’ section of his Purfle account. Sender has to also verify few details mentioned below:

  1. Confirm the recipient email address entered is correct. If an incorrect email address is entered, we will not be able to re-send the Gift Card details to the right recipient.
  2. Confirm that the Gift Card is not in the recipient’s Spam/Junk inbox.

If you have not received the Gift Card details purchased from different merchant, please contact the sender, they can resend the copy of the e-mail received while purchasing the Gift Card.

Does Purfle Gift Cards expire?

Yes, Purfle Gift Card expires in 12 months from date of issue.

When is the Purfle issued Gift Card sent to the recipient?

The Gift Card email is typically sent to the recipient within 24 hours of your purchase. If a Gift Card has not arrived within a reasonable time-frame please ensure that recipient checks e-mail’Spam/Junk’ inbox before contacting Purfle Customer Support Team.

What can my Gift Card not be used for or to purchase?

Gift Cards cannot be used to make credit card payments or any account deposits. Gift Cards are non-refundable following the loading of funds onto the Card. Gift Cards cannot be exchanged for cash. Cash cannot be withdrawn from the available balance of a Gift Card.

How do I cancel a Gift Card?

For Purfle issued giftcards, we will not be able to perform cancellations and refunds after you have placed the order. Please review your order to ensure value entered is correct and the recipient details are accurate before completing your purchase.

Gift cards purchased from different merchants, you should contact the business provider or establishment who you purchased the Gift Card from, to cancel it.

What exactly does the recipient receive when I send a Purfle issued Gift Card?

On the date of your purchase, an email is sent to the recipient informing him/her of your gift. The email contains card details such as the 16 digit card number, 6 digit PIN, card value, sender name, personal message, instructions to redeem etc.

What can I do to ensure that the Gift Card is delivered to the recipient?

We adhere to the industry best practices to ensure successful delivery of the Gift Card email. It is possible that some email clients may treat the Gift Card as Spam/Junk.Please ensure that:

  1. Correct email address of the recipient is provided;
  2. The recipient’s e-mail inbox allows emails from the domain ‘@Purfle.com’

What happens if I need to return something I purchased with my Gift Card?

Partial or full Payment made through Gift Card will be refunded to the same Gift Card.

Who is the issuer of Purfle Gift Cards?

Purfle Gift Card is issued by QwikCilver Solutions Pvt. Ltd which is a private limited company incorporated under the laws of India, and is authorized by the Reserve Bank of India ‘RBI’ to issue such Gift Cards.

How many Gift Cards can be used in one transaction?

If you have received a Gift Card, you are eligible to use only one Gift Card in one transaction.

Gift Wrapping

Can I use Purfle to send gifts to others?

Yes, you can send gift orders to your friends/family members on Purfle. For an additional charge of Rs. 25, you can choose to gift wrap your order by selecting the option in your shopping bag. Your gift will also include a personalized message from you.

What payment methods can I use to pay for a gift order?

You can use any payment method that Purfle supports, except Cash on Delivery.

Will the pricing, discount and payment information be displayed on the package sent to the recipient?       

No. The external packaging slip/invoice will not include any pricing, discount, or payment information. However, the original product tag with the MRP will be intact on the products inside the package.

Can I apply a coupon or discount on the gift wrapping charge?

No. Discounts and coupons are not applicable on the gift wrap charge.

Who can return the gift?

Both the sender and the recipient can initiate a request to return the gift item. The sender can return an item by visiting the “My Orders” tab on App/Website/M-site. The refund amount will be credited to the account using which the payment was made. Please note that when you return an item, the gift wrap charges are not credited back.

E-mail verification policy

What is Purfle’s E-mail verification policy?

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal policies. Therefore, please ensure that the details you provide us are correct and complete and inform us immediately of any changes to the information that you provided while registering. Purfle verifies the email addresses to ensure important communication about orders and shipments are reaching our customers. Email addresses that have an invalid domain, no mail server, or no mail box, fail the verification processes set by Purfle and Purfle reserves the right to disable any cash on delivery option for orders placed from such accounts that fail the email verification process.

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