Refund policy

Return & Refund Policy

Swan Silks - House of Sarees

Last Updated: December 1, 2025

⚠️ IMPORTANT: ALL SALES ARE FINAL

We do not accept returns for change of mind, size preference, or colour variation. Please read product descriptions carefully and contact us before purchasing if you have any questions. Returns are accepted ONLY for defective or significantly misrepresented products as required by Indian law.

1. Our Return Policy

At Swan Silks - House of Sarees, we take great care to ensure that every product meets our high standards of quality. Due to the nature of our products—handcrafted silk sarees and fine textiles—all sales are final. We do not offer returns, refunds, or exchanges for change of mind or personal preference.

We strongly encourage you to review all product details, images, measurements, and descriptions carefully before placing your order. If you have any questions about a product's size, colour, fabric, or suitability, please contact us at swansilks1001@gmail.com before purchasing. Our team is happy to provide additional photographs, measurements, or information to help you make an informed decision.

2. What We DO NOT Accept Returns For

The following do NOT qualify for returns under any circumstances:

Reason	Explanation
Change of mind	You no longer want the product after purchase
Size does not fit	Please check measurements before ordering
Colour looks different	Monitor/screen settings vary; minor shade variations are normal
Found a better price elsewhere	Price comparisons do not qualify for returns
Minor handcraft variations	Slight differences in weave, texture, zari, or embroidery are characteristics of handmade silk products
Product worn, washed, or altered	Used products cannot be returned
Tags removed or packaging discarded	Original tags and packaging must be intact
Custom or made-to-order products	Personalised items are final sale
Sale or discounted items	Clearance and sale items are final sale
Blouses, petticoats, intimates	Hygiene reasons prevent returns

3. Exceptions: When We Accept Returns

In compliance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020, we will accept returns and provide refunds or replacements only in the following circumstances:

Eligible Reason	Description
Defective Product	The product has a manufacturing defect such as tears, holes, stains (not from transit), or faulty stitching that was present at the time of delivery
Damaged in Transit	The product was damaged during shipping (visible damage to packaging and product). Must be reported immediately upon receipt with photographs
Wrong Product	You received an entirely different product than what you ordered (different design, different saree altogether)
Material Misrepresentation	The product is fundamentally different from what was described (e.g., advertised as pure silk but is synthetic). Minor variations in handcrafted items do NOT qualify

4. Return Process (For Eligible Claims Only)

If your product qualifies for a return under Section 3 above, please follow these steps:

Step 1: Report Within 48 Hours

• Your Order Number

• Product name/description

• Reason for return (defect, damage, wrong product, or misrepresentation)

• Clear photographs or video showing the issue

Step 2: Await Verification

Our quality team will review your claim within 3-5 business days. We may request additional photographs or information. We will notify you via email whether your return request is approved or declined.

Step 3: Return Pickup (If Approved)

If your return is approved, we will arrange for a free pickup from your address. You will receive pickup details via email. Please ensure the product is ready in its original condition.

Step 4: Inspection & Resolution

Upon receiving the returned product, our team will inspect it within 3-5 business days. If the return is valid, you will receive either a full refund or a replacement (subject to availability), at your choice.

5. Conditions for Returns

For any return to be processed, the product must be:

1. Unused and Unworn: The product must not have been worn, washed, ironed, or altered in any way

2. Original Packaging: Must be in its original packaging with all tags attached

3. Complete: All accompanying accessories, fall, pico, blouse piece (if included) must be present

4. Invoice Included: Original invoice or proof of purchase must accompany the return

5. No Odours: Product must be free from perfume, smoke, or any other odours

Note: Returns that do not meet these conditions will be rejected and sent back to you at your expense.

6. Refund Process

6.1 Refund Timeline

Once we receive and approve your returned product, refunds will be processed within 7-10 business days. The time for the refund to reflect in your account depends on your bank or payment provider.

6.2 Refund Method

Original Payment Method	Refund Method
Credit Card / Debit Card	Credited back to original card (5-10 business days)
UPI (Google Pay, PhonePe, etc.)	Credited to original UPI ID (3-5 business days)
Net Banking	Credited to original bank account (5-10 business days)
Digital Wallet	Credited to original wallet (3-5 business days)
Cash on Delivery (COD)	Bank transfer (NEFT/IMPS) – you must provide valid bank account details

6.3 What Is Refunded

For approved returns, we will refund:

• Full product price

• Original shipping charges (if defect is confirmed)

• Any applicable taxes paid

6.4 What Is NOT Refunded

• COD charges (₹50)

• Gift wrapping charges

• Express shipping upgrade charges (if standard shipping was free)

7. No Exchanges

We do not offer exchanges. If you wish to purchase a different product, you must place a new order. Approved returns will result in a refund only. If you prefer a replacement of the same product (subject to availability), please mention this when submitting your return request.

8. Order Cancellation

8.1 Cancellation Before Dispatch

You may cancel your order free of charge before it has been dispatched. To cancel, email us at swansilks1001@gmail.com with your order number and cancellation request. A full refund will be processed within 5-7 business days.

8.2 Cancellation After Dispatch

Once your order has been shipped, cancellation is not possible. You may refuse delivery, and upon return of the product to us (in original condition), a refund will be processed minus any applicable shipping charges.

8.3 No Cancellation Charges

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, we do not impose any cancellation charges when you cancel your order before dispatch.

9. Damaged Packages at Delivery

If your package appears damaged when the courier delivers it:

1. Do NOT accept the package if the outer packaging is severely damaged or tampered with

2. Take photographs of the damaged packaging before opening

3. If you have accepted the package, photograph the damage immediately

4. Contact us within 24 hours with photographs and your order number

5. Do not discard the packaging until the claim is resolved

10. Your Statutory Rights

Important: Nothing in this policy affects your statutory rights under the Consumer Protection Act, 2019. We will not refuse to accept returns or provide refunds for products that are genuinely defective, deficient, spurious, or materially misrepresented as required by Indian law.

If you believe your consumer rights have been violated, you may file a complaint with the appropriate Consumer Disputes Redressal Commission or contact the National Consumer Helpline at 1800-11-4000.

11. Contact Us for Returns

For all return and refund enquiries:

• Email: swansilks1001@gmail.com

• Subject Line: Return Request – [Your Order Number]

• Response Time: We aim to respond within 24-48 hours

• Grievance Officer: [Name - TO BE APPOINTED]

• Address: Cosmopolitan Road, Cherumukku, Chembukkavu, 31953 Ground Floor, Shivayogini Complex, Thrissur, Kerala, 680020, India

12. Quick Summary

General Policy	All Sales Are Final
Returns Accepted For	Defective, damaged, wrong product, or misrepresented items only
Reporting Window	48 hours from delivery
Verification Time	3-5 business days
Refund Timeline	7-10 business days after approval
Exchanges	Not Available
Cancellation Before Dispatch	Free – Full Refund