We sincerely apologize for the inconvenience.

Every order undergoes stringent quality checks before dispatch. However, in rare cases, products may be damaged during transit, arrive in unsatisfactory condition, or differ from the item ordered.

To request a replacement or refund:

Step 1. Log in to your Purplle account.

Step 2. Navigate to My Orders.

Step 3. Select the affected order.

Raise a return request within 7 days of delivery. Select the appropriate reason and upload supporting images if requested.

Our team will review the request and process a replacement or refund, as applicable.

Please note: Do not accept packages that appear tampered, leaked, damaged, or have broken seals. Requests submitted after the return window may not be eligible for approval.

Replacement is subject to product availability. If a replacement is unavailable, a refund will be processed.

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Eligible products can be returned through the My Orders section.

Steps to initiate a return:

Step 1. Open the Purplle App or Website.

Step 2. Go to My Orders.

Step 3. Select the relevant order.

Step 4.Click Return/Replace Product.

Step 5. Select the reason for return.

Step.6. Submit the request.

Once approved, a pickup will be scheduled and the product will undergo a quality inspection upon reaching our warehouse.

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Products may be eligible for return only if:

1. The wrong product was delivered.

2. The product is damaged or defective.

3. The product is expired.

4. The product is missing from the shipment.

Eligibility is subject to verification and compliance with the return policy.

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Returns may not be accepted under the following circumstances:

1. The product has been used, tested, or altered.

2. The return request is raised after the return window.

3. Original packaging, labels, tags, or freebies are missing.

4. The product was damaged due to misuse or mishandling.

5. The issue relates to personal preference rather than product quality.

6. The product falls under a non-returnable category.

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Refunds are initiated after the returned product is received and passes quality inspection.

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You can cancel your order through the My Orders section on the Purplle App or Website before it is dispatched.

To cancel an order:

Step 1. Log in to your Purplle account.

Step 2. Navigate to My Orders.

Step 3. Select the order you wish to cancel.

Step 4. Click Cancel Order.

Step 5. Choose the cancellation reason and confirm.

Please note: Orders can only be cancelled before dispatch. Once dispatched, cancellation may not be possible. Refunds for prepaid orders will be processed as per the refund policy.

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No, Partial cancellation of individual items from an order is currently not supported. If eligible, the entire order must be cancelled before dispatch.

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You may be unable to cancel your order because:

1. The order has already been dispatched.

2. The shipment is being processed by the courier partner.

3. The cancellation window has expired.

4. The order status no longer supports cancellation.

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Once an order has been placed, the delivery address cannot be modified through the system. Minor corrections such as flat number, wing number, floor number, or landmark details may be communicated directly to the delivery executive when he contacts you at the time of the delivery.

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No. Once an order is confirmed, the selected payment method cannot be changed.

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Currently, Purplle does not offer scheduled deliveries.  Deliveries are attempted according to courier routing and operational timelines.

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To place an order please follow the below steps.

Step 1. Browse or search for products.

Step 2. Add desired products to your cart.

Step 3. Proceed to checkout.

Step 4. Enter your delivery address.

Step 5. Select a payment method.

Step 6. Confirm your order.

You will receive an order confirmation via SMS and email once the order is successfully placed.

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After placing an order, you will see an order confirmation page displaying:

1. Order ID

2. Product details

3. Order summary

4. Estimated delivery timeline

You will also receive confirmation through SMS and email.

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In rare cases, payment confirmation from the payment gateway may be delayed.

If payment confirmation is received, your order will be processed automatically. Otherwise, the amount will be refunded to the original payment source.

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If your order status shows Verification Pending or To Verify, payment confirmation or additional verification may still be pending.

Once verification is completed, your order will proceed for processing and dispatch.

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Orders are generally dispatched within 1–2 business days after confirmation.

If an item becomes unavailable, it may be cancelled and the prepaid amount will be refunded automatically.

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This status indicates that your order is awaiting payment confirmation or order verification before processing can begin.

Once verification is completed, the order will move to the next stage of fulfillment.

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A “Verified” status indicates that all required checks have been completed successfully and the order is ready for processing and dispatch.

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You can track your order through:

My Account → My Orders → Select Order

The latest shipment and delivery updates will be displayed on the order details page.

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Pending

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Purplle helps you with the various payment methods shared below. 

Credit Cards

Debit Cards

Net Banking

UPI

Wallets

Cash on Delivery (eligible orders)

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Payment failures may occur due to:

1. Insufficient balance

2. Network issues

3. Bank downtime

4. Incorrect payment details

5. UPI interruptions

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Keep the following details ready:

1. Order ID

2. Transaction ID

3. Bank Reference Number

Contact Customer Support if the duplicate charge is not reversed automatically.

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Go to:  My Orders → Refund Details

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Delivery timelines vary based on location, courier serviceability, and product availability.

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Possible reasons include for your order delay:

1. Weather disruptions

2. Courier delays

3. High order volumes

4. Address verification issues

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The courier partner may attempt delivery again or contact you for assistance.

In case "Order" shows delivered, but not received.

Check with your Family members, Neighbor's or Security personnel

If still unresolved, contact Customer Support immediately.

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Yes. Orders may be split based on inventory availability and warehouse allocation.

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Go to:

My Account → My Orders

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Steps to download your invoice:

Step 1. Go to My Orders.
Step 2. Select the relevant order.

Step 3. Click Download Invoice.

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Verify whether the order was shipped in multiple packages.

If the item is still missing, contact Customer Support with your Order ID and product details.

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Yes, subject to product availability.

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Steps to apply coupon code on your order:

Step 1. Add products to your cart.

Step 2. Proceed to checkout.

Step 3. Enter the coupon code.

Step 4. Click Apply.

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Possible reasons include:

1. Coupon expired

2. Minimum order value not met

3. Product restrictions

4. Coupon already used

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No. Only one coupon code can be applied per order unless otherwise specified.

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You can follow the below steps to create your Purplle account.

Step 1. Open the Purplle App or Website.

Step 2. Click Sign Up.

Step 3. Enter your details.

Step 4. Verify using OTP.

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Use the Forgot Password option on the login page and complete the verification process.

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Go to: My Account → Manage Addresses

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Refer & Earn allows customers to invite friends and earn rewards, subject to eligibility criteria.

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Navigate to:

Refer & Earn → Share Referral Link

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Rewards are credited after the referred user successfully completes the qualifying requirements.

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Yes. Purplle is committed to offering genuine and authentic products sourced through authorized channels.

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Retain the product and packaging and contact Customer Support with relevant images and order details.

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Purplle Elite is a membership program that offers exclusive benefits and savings opportunities.

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Go to: My Account → Elite Membership

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No. Membership benefits are linked to the registered account and cannot be transferred.

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Customers can reach support through:

1. Purplle App

2. Website Help Center

3. Available support channels

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You should be ready with below details when connecting to Customer support:

1. Order ID

2. Registered mobile number

3. Registered email address

4. Product details

5. Screenshots (if applicable)

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Purplle Quick Commerce offers 2-Hour Delivery and Same-Day Delivery, subject to the operational delivery window and your pincode servicability.

Deliveries are made between 8:00 AM and 11:00 PM.

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Please allow an additional 2 hours for delivery as temporary operational or rider-related delays may occur.

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Please allow an additional 2 hours as operational factors such as traffic or weather may impact delivery.

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If the additional 2-hour waiting period extends beyond 9:00 PM from the time you contacted Customer Support, the order will be scheduled for delivery on the next day.

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Yes, subject to operational feasibility and the remaining delivery window.

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No. Quick Commerce Delivery is available only for eligible serviceable pincodes.

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Enter your delivery pincode on the Purplle App or Website. Eligible delivery options will be displayed automatically.

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Your pincode may not be serviceable, the products may not be stocked at the nearest fulfilment centre, or the service may be temporarily unavailable.

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No. Only products available at the fulfilment centers / warehouse serving your location are eligible.

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Yes. If Quick Commerce is unavailable, the standard delivery option will be shown during checkout.

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