🔁 Returns, Exchanges & Store Credits
Shopping online should feel effortless. While we hope you love every pair from Carla Braga, we understand that sometimes things don't work out as expected. Whether it's a sizing concern, a change in preference, or an issue with your order, we're here to make the process simple, transparent, and hassle-free.
🔄 Return / Exchange Portal
👉 Click Here to initiate your return or exchange.
Or copy the link below into your browser:
https://carlabraga.ecoreturns.ai/apps/ecoreturnsai/
📌 Policy Summary
- ⏰ Returns can be requested within 7 calendar days from the date your order is delivered through our Returns Portal in lieu of Store Credits/Gift Cards.
- 🔄 Every order is eligible for one complimentary size exchange, subject to stock availability and the conditions of this Policy.
- 💳 Approved returns are issued as Carla Braga Store Credit/Gift Card, valid for 6 months from the date of issue.
- ⚠️ Products must meet our return/exchange eligibility requirements and successfully pass Quality Check (QC).
- 📹 For damaged, incorrect, defective, or missing-item claims, notification within 48 hours is required, and a continuous unboxing video is mandatory for missing-item claims.
- 📞 Need Help? Call us on +91-8299655184 or write to us on support@carlabraga.in
Returns
⏰ Return Window
You may request a return within 7 calendar days from the date your order is delivered by visiting our Returns Portal.
Each order is eligible for one voluntary return in lieu of Store Credits/Gift Cards.
✅ Eligible Reasons for Return
You may request a return if:
- You changed your mind.
- You prefer a different style.
- You ordered by mistake.
- You received a damaged product.
- You received an incorrect product.
- Your product has a verified manufacturing defect.
✅ Return Eligibility
To be eligible, your product must:
- Be unused, unworn, and in its original condition.
- Be free from scratches, stains, dirt, sole marks, perfume, makeup, deodorant, or any signs of wear.
- Be returned with the original shoe box, tags, invoice, dust bag (where applicable), and all complimentary accessories.
- Pass our Quality Check (QC) after it reaches our warehouse.
⚠️ Returns that do not meet these conditions may be declined and shipped back to the customer. The shipping cost for returning a rejected product shall be borne by the customer.
💳 Store Credits / Gift Cards
Approved voluntary returns are issued as Carla Braga Store Credit/Gift Card.
Your Store Credit/Gift Card:
- Equals the product value excluding the original shipping charges, if any.
- Is valid for 6 months from the date of issue.
- Can be used partially or fully across multiple purchases.
- Can be combined with other valid Store Credits/Gift Cards.
- Cannot be redeemed or exchanged for cash.
💰 Return Charges
Your first voluntary return is completely free.
For any approved subsequent voluntary return on the same order, a ₹149 reverse shipping fee may be deducted from your Store Credit/Gift Card.
🔄 Exchanges
Need a better fit? We've got you covered.
Exchanges would take 5–15 days depending on several factors.
👟 Size Exchange
- Every order is eligible for one complimentary size exchange.
- The exchanged size is subject to stock availability.
- Products exchanged once are not eligible for another complimentary exchange or return.
- However, as a goodwill exception, an additional size exchange may be permitted, subject to approval, availability, and a ₹199 logistics fee.
👠 Style Exchange
Prefer another Carla Braga style?
- You may exchange your footwear for another available style.
- If the new product is priced higher, simply pay the difference.
- If it is priced lower, the remaining value will be issued as Carla Braga Store Credit/Gift Card.
- All style exchanges are subject to product availability and successful Quality Check.
⚠️ Damaged, Incorrect or Defective Products
If you receive:
- A damaged product
- An incorrect product
- A product with a manufacturing defect
- Missing items from your order
Please notify us within 48 hours of delivery through our Returns Portal or by emailing support@carlabraga.in.
For such claims, a continuous unboxing video recorded from the unopened package until the product is fully visible is preferred to help our Quality Assurance team verify the issue.
Once Verified
Once verified, you may choose either:
- A replacement
- Carla Braga Store Credit/Gift Card
- Any other statutory remedies available under applicable law
⚠️ Important Notes
- In case of missing items claims, a continuous unboxing video is mandatory.
- For manufacturing defects apparent only after limited, ordinary use can be claimed within a reasonable period, ordinarily not exceeding 20 calendar days, subject to the nature of the defect and applicable law.
- Our footwear does not come with a warranty. The life of the same simply depends upon the wear and tear of the product.
🚚 Reverse Pickup & Self Shipping
- Where reverse pickup service is available, we'll arrange it at no additional cost.
- If your location is outside our reverse pickup network or if three pickup attempts are unsuccessful, we'll request you to self-ship the product.
- We'll reimburse the courier charges up to ₹150 or the actual courier bill, whichever is lower, once the return successfully passes Quality Check.
- The return courier should reach us within 7 working days of shipping from your side.
- Upon receipt of the pair(s) and them qualifying for exchange, the requested new size will be dispatched within the next 7–10 working days depending on availability.
- We will ship it to the original location of delivery.
🔍 Quality Check (QC)
Every returned product is carefully inspected upon arrival at our warehouse.
Our Quality Check verifies:
- Product condition
- Signs of use or damage
- Original packaging
- Tags and accessories
- Reported issue
⚠️ Only products that successfully pass QC will qualify for exchange, Store Credit, replacement, or any other applicable resolution.
❌ Items Not Eligible
The following items are not eligible for return or exchange:
- Products returned after 7 days of delivery.
- Worn, washed, altered, repaired, or damaged products.
- Products missing their original box, tags, invoice, or accessories.
- Products purchased during clearance or final sale promotions, unless received damaged, incorrect, or defective.
- Products found to be intentionally damaged or misused after delivery.
- Orders purchased using Store Credit or Gift Cards are not eligible for return but remain eligible for a one-time size exchange, subject to this Policy.
✨ Handcrafted Products
Every Carla Braga product is thoughtfully handcrafted.
Minor variations in colour, texture, finish, embellishments, stitching, or placement are natural characteristics of handcrafted footwear and are not considered manufacturing defects.
📹 Unboxing Video — Highly Recommended
To help us investigate transit damage, missing items, or incorrect products quickly, we strongly recommend recording a continuous, uninterrupted unboxing video from the moment the sealed package is opened until the product is fully visible.
The video should clearly show:
- The unopened shipping package with the shipping label visible.
- All sides of the sealed package before opening.
- The package being opened in one continuous recording.
- The product and all items received inside the package.
Providing an unboxing video enables our Quality Assurance team to verify claims more efficiently and significantly speeds up the resolution process.
If an unboxing video is unavailable, Carla Braga may request additional photographs or other supporting evidence to assess the claim.
Claims will be reviewed on a case-by-case basis after verification.
⚖️ Fair Use Policy
To protect the integrity of our products and ensure a fair shopping experience for all customers, Carla Braga reserves the right to refuse returns or exchanges in cases involving:
- Repeated return behaviour
- Product swapping
- Fraudulent claims
- Policy misuse
- Any activity that reasonably appears intended to abuse our Returns & Exchange Policy
🛡️ Fraud Prevention & Chargeback Investigations
To maintain a fair shopping experience and protect against fraud, Carla Braga reserves the right to investigate any return, exchange, replacement, refund, Store Credit request, or payment dispute where there are reasonable grounds to believe that fraud, product substitution, policy abuse, payment abuse, or misrepresentation may have occurred.
Such investigation may include review of:
- Order history
- Return history
- Product photographs and videos
- Warehouse Quality Check records
- Courier tracking and delivery records
- Customer communications
- Payment records
- Any other relevant information reasonably necessary to verify the claim
⚠️ Where Fraudulent Conduct Is Established
Where an investigation reasonably establishes fraudulent conduct, including but not limited to product swapping, submission of manipulated evidence, false claims, repeated policy abuse, or fraudulent chargebacks, Carla Braga may:
- Reject the request.
- Recover any Store Credit or refund issued in error, where legally permissible.
- Suspend or restrict future returns or exchanges.
- Suspend customer accounts involved in verified fraudulent activity; and/or
- Take any other action available under applicable law.
Nothing in this clause shall prevent customers with genuine claims from exercising their rights under applicable law.
⚖️ Limitation of Liability
To the maximum extent permitted under applicable law, Carla Braga's liability arising out of or relating to the purchase, sale, delivery, return, exchange, replacement, or use of any product shall be limited to the actual amount paid by the customer for the relevant product.
Carla Braga shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to loss of profits, loss of business opportunity, loss of goodwill, loss of data, or any other consequential economic loss arising from the use of, or inability to use, the product.
Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited under applicable law, including rights available to consumers under the Consumer Protection Act, 2019.
🇮🇳 Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India.
Nothing contained in this Policy shall restrict or affect any statutory rights available to consumers under applicable law, including the Consumer Protection Act, 2019.
Subject to the foregoing, any disputes arising out of or relating to this Policy that are not required to be adjudicated before a statutory forum shall be subject to the exclusive jurisdiction of the competent courts located at Delhi.
🌪️ Force Majeure
Carla Braga shall not be liable for any delay or failure in performing its obligations under this Policy where such delay or failure results from events beyond its reasonable control, including but not limited to:
- Natural disasters
- Floods
- Fires
- Earthquakes
- Epidemics
- Pandemics
- Governmental actions
- War
- Civil unrest
- Labour disputes
- Transportation disruptions
- Courier service interruptions
- Cyber incidents
- Power failures
- Other force majeure events
In such circumstances, Carla Braga shall use commercially reasonable efforts to resume performance as soon as reasonably practicable.
Where a Force Majeure event materially affects return, exchange, replacement, or refund timelines, customers will be informed through reasonable communication channels regarding revised timelines.
📞 Need Help?
If you have any questions, our Customer Experience team is always happy to assist.
- 📧 support@carlabraga.in
- ⏰ Response time: 24–48 business hours
- 📞 Call: +91-8299655184
- 🕐 Monday to Friday between 11 AM and 6 PM