Hidesign India — Full Refund Not Initiated

Address: No. 6, St. Martin Street, White Town, Pondicherry - 605001

Website: hidesign.com/collections/all

I ordered a bag worth Rs 9995/- from Hidesign on 10th August 2023. I was promised a freebie worth Rs 4995/- with my order. However, when I received my order on 20th August 2023 there was only the crossbody bog that I had ordered. I initiated a return for my order as one of the primary reasons for ordering the bag from the website was to get two products in that price range.

On 30th August 2023, I received the freebie product from Hidesign. I would like to highlight the fact that I did not receive both the products from them at the same time, implying that their delivery system is not efficient. The freebie products were of subpar quality and had rusted hadrware, something one would not expect from a brand as reputed. I wanted to return both the product that I had ordered and the freebie and requested a return for the same. On 4th September 2023, my request was accepted by the company and they told me their delivery partner will come and pick the products.

The delivery partner came and collected both the products. He requested to keep both the articles in a single box to ensure ease in transportation. After that, I waited for the refund to reflect in my mother’s account (account used for making the payment). However, after waiting for weeks there was no refund. On 20th September 2023, I received an email from Hidesign's team that I have not returned the free product.

On 22nd September 2023, their staff sent me an email, and I am quoting from it, " since you have handover both freebie and the product you have ordered without our knowledge, we need to check with the concern store regarding the freebie, so please allow us some time, once we receive the confirmation from their end, we will assist you further with refund". This implies that I have returned both the products but the store has not received them. After this they reiterated that because the store has not received a free product in the "recent days" I have unscrupulously not returned it and therefore will not receive a full refund.

I have 100% returned the product and the freebie to the delivery partner assigned to me. Their delivery system is not efficient and has loops as I have highlighted before. It is unfair to penalise me and not refund my full amount to me for an error on someone else’s part.