Terms of service
Terms of Service
Swan Silks - House of Sarees
Last Updated: December 1, 2025
1. Introduction and Acceptance of Terms
Welcome to Swan Silks - House of Sarees. These Terms of Service ("Terms", "Agreement") constitute a legally binding agreement between you ("Customer", "User", "you", "your") and Swan Silks - House of Sarees ("Company", "we", "us", "our") governing your access to and use of our website, mobile application, retail stores, and all related services (collectively, the "Services").
By accessing or using our Services, creating an account, or making a purchase, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and all applicable laws and regulations.
If you do not agree to these Terms, you must not access or use our Services. We reserve the right to modify these Terms at any time, and such modifications will be effective immediately upon posting. Your continued use of the Services after any modifications constitutes your acceptance of the revised Terms.
2. Business Information
In compliance with the Consumer Protection (E-Commerce) Rules, 2020, we provide the following business information:
• Legal Name: Swan Silks - House of Sarees
• Registered Address: Cosmopolitan Road, Cherumukku, Chembukkavu, 31953 Ground Floor, Shivayogini Complex, Thrissur, Kerala, 680020, India
• Email: swansilks1001@gmail.com
• GSTIN: [Your GSTIN Number]
• Platform Provider: Shopify Inc.
• Country of Origin: India (unless otherwise specified on individual products)
3. Eligibility
To use our Services, you must be at least 18 years of age and have the legal capacity to enter into a binding contract under Indian law. If you are under 18 years of age, you may only use our Services under the supervision of a parent or legal guardian who agrees to be bound by these Terms.
By using our Services, you represent and warrant that you meet these eligibility requirements and that all information you provide is accurate, current, and complete.
4. Account Registration and Security
4.1 Account Creation
You may browse our website without creating an account. However, to make purchases, track orders, or access certain features, you must create an account by providing accurate and complete information as requested during registration.
4.2 Account Security
You are responsible for:
• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized use of your account
• Ensuring your account information is accurate and up to date
We shall not be liable for any loss or damage arising from your failure to protect your account credentials. We reserve the right to suspend or terminate accounts that we reasonably believe have been compromised or are being used fraudulently.
5. Products and Services
5.1 Product Descriptions
We make every effort to display our products accurately, including descriptions, images, colours, and specifications. However, due to variations in display settings, lighting, and other factors, actual products may vary slightly from the images shown. Silk fabrics are natural products and may have minor variations in weave, texture, or shade, which are characteristic of handcrafted items and not defects.
5.2 Product Availability
All products are subject to availability. We reserve the right to limit quantities, discontinue products, or refuse orders at our discretion. In case a product becomes unavailable after you have placed an order, we will notify you and offer alternatives or a full refund.
5.3 Handcrafted Products
Many of our sarees and silk products are handcrafted by skilled artisans. These products may exhibit minor irregularities in weave, pattern alignment, or colour that are inherent to handmade items and add to their unique character. Such variations are not considered defects.
6. Pricing and Payment
6.1 Pricing
All prices displayed on our website are in Indian Rupees (INR) and include applicable taxes (GST) unless otherwise stated. For international orders, prices may be displayed in local currency, and additional customs duties or import taxes may apply at the destination country, which are the responsibility of the customer.
We reserve the right to change prices at any time without prior notice. However, any price changes will not affect orders that have already been confirmed.
6.2 Price Breakdown
In compliance with Consumer Protection (E-Commerce) Rules, 2020, we provide a complete price breakdown including:
• Product price
• Applicable taxes (GST)
• Shipping and delivery charges
• Any other applicable fees
6.3 Payment Methods
We accept the following payment methods:
• Credit Cards (Visa, Mastercard, American Express, RuPay)
• Debit Cards
• UPI (Google Pay, PhonePe, Paytm, BHIM)
• Net Banking
• Digital Wallets
• Cash on Delivery (COD) – for eligible orders within India
• EMI options (subject to availability and eligibility)
All online payments are processed through secure, PCI DSS compliant payment gateways. We do not store your complete payment card details on our servers.
6.4 Pricing Errors
In the event of a pricing error on our website, we reserve the right to cancel orders placed at the incorrect price. If your order is cancelled due to a pricing error, we will notify you and issue a full refund for any amount already paid.
7. Orders and Contract Formation
7.1 Placing Orders
When you place an order through our website, you are making an offer to purchase the selected products. All orders are subject to acceptance and availability. We reserve the right to refuse or cancel any order for any reason, including but not limited to product unavailability, errors in pricing or product information, or suspected fraudulent activity.
7.2 Order Confirmation
Upon placing an order, you will receive an order confirmation email with your order details and a unique order number. This confirmation acknowledges receipt of your order but does not constitute acceptance. A binding contract is formed only when we dispatch the products and send you a shipping confirmation.
7.3 Order Cancellation by Us
We may cancel your order if:
• The product is out of stock or discontinued
• There is an error in pricing or product description
• We are unable to verify your payment or delivery information
• We suspect fraudulent activity
• The delivery address is outside our serviceable area
8. Shipping and Delivery
8.1 Delivery Areas
We deliver throughout India and to select international destinations. Delivery availability and charges vary by location. For international orders, please check our shipping policy for available countries and estimated delivery times.
8.2 Delivery Timeline
Estimated delivery times are as follows:
• Within Kerala: 3-5 business days
• Rest of India: 5-10 business days
• International: 10-21 business days
• Custom/Made-to-Order: Additional 7-14 business days for production
Delivery times are estimates and may vary due to factors beyond our control, including courier delays, customs clearance (for international orders), natural disasters, or other force majeure events. We shall not be liable for delays caused by such factors.
8.3 Risk of Loss
Risk of loss and title for products pass to you upon delivery to the shipping carrier. For Cash on Delivery orders, risk passes upon physical delivery to you or your designated recipient.
9. Returns, Refunds, and Exchanges
9.1 Final Sale Policy
ALL SALES ARE FINAL. We do not accept returns, refunds, or exchanges for change of mind, incorrect size selection, colour preference, or any other reason of personal choice. Please review all product details, images, measurements, and descriptions carefully before placing your order.
We strongly encourage you to contact us at swansilks1001@gmail.com before purchasing if you have any questions about a product's size, colour, fabric, or suitability. Our team is happy to provide additional photographs, measurements, or information to help you make an informed decision.
9.2 Exceptions – Defective or Misrepresented Products
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:
1. Defective Products: The product has a manufacturing defect or is damaged upon arrival (not caused during transit due to improper handling by courier)
2. Wrong Product Delivered: The product delivered is entirely different from what was ordered
3. Significant Misrepresentation: The product materially differs from the description or images on our website (minor variations in handcrafted items do not qualify)
4. Spurious Products: The product is counterfeit or not genuine (which will never occur with Swan Silks)
9.3 What Does NOT Qualify for Returns
To be clear, the following do NOT qualify for returns under our policy:
• Change of mind or buyer's remorse
• Size does not fit (please check measurements before ordering)
• Colour appears different on your screen (monitor settings vary)
• You found a better price elsewhere
• Minor variations in weave, texture, or shade inherent to handcrafted silk products
• Slight differences in zari work or embroidery patterns (characteristic of handmade items)
• Products that have been worn, washed, ironed, altered, or damaged by customer
• Products without original tags, packaging, or accompanying accessories
• Custom-made, personalised, or made-to-order products
• Sale, discounted, or clearance items
• Blouses, petticoats, or intimate apparel (for hygiene reasons)
9.4 Return Process for Eligible Claims
If your product falls under the exceptions in Section 9.2, follow this process:
1. Report within 48 hours: Contact us at swansilks1001@gmail.com within 48 hours of delivery with your order number
2. Provide evidence: Include clear photographs or video showing the defect, damage, or discrepancy
3. Await verification: Our quality team will review your claim within 3-5 business days
4. Return if approved: If approved, we will arrange pickup at our cost
5. Receive resolution: Upon inspection, we will offer a replacement or full refund at your choice
9.5 Condition for Returns
For any eligible return to be processed, the product must be:
• Unused, unworn, unwashed, and unaltered
• In its original packaging with all tags attached
• Accompanied by the original invoice/receipt
• Free from any odours (perfume, smoke, etc.)
9.6 Refund Processing
For approved returns, refunds will be processed within 7-10 business days after we receive and inspect the returned product. Refunds will be credited to your original payment method. For COD orders, refunds will be processed via bank transfer (you must provide valid bank account details).
9.7 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.
9.8 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. For such cases, we will bear all return shipping costs.
10. Order Cancellation
10.1 Cancellation by Customer
You may cancel your order free of charge before it has been dispatched. Once the order has been shipped, cancellation is not possible, but you may refuse delivery and request a refund upon return of the product.
10.2 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 after confirming purchase, provided the order has not been dispatched.
11. Product Warranties
11.1 Quality Assurance
We warrant that all products sold are genuine, of merchantable quality, and free from manufacturing defects at the time of delivery. Our silk products are sourced from reputable weavers and undergo quality checks before dispatch.
11.2 Limitation of Warranty
Our warranty does not cover:
• Damage caused by improper handling, washing, or storage
• Normal wear and tear
• Colour fading due to exposure to sunlight or improper care
• Alterations made by third parties
• Minor variations inherent to handcrafted products
12. Intellectual Property Rights
All content on our website, including but not limited to text, graphics, logos, images, product designs, photographs, software, and compilations, is the property of Swan Silks - House of Sarees or its licensors and is protected by Indian and international copyright, trademark, and other intellectual property laws.
You may not, without our prior written consent:
• Copy, reproduce, distribute, or create derivative works from our content
• Use our trademarks, logos, or brand elements
• Use our product images for commercial purposes
• Frame or embed our website content on other websites
13. Prohibited Conduct
You agree not to:
1. Use the Services for any unlawful purpose or in violation of any applicable laws
2. Provide false or misleading information when creating an account or placing orders
3. Interfere with or disrupt the Services or servers
4. Attempt to gain unauthorized access to any portion of the Services
5. Use automated systems to access the Services without permission
6. Post fake reviews or misrepresent yourself as a customer
7. Engage in any activity that could harm our reputation or business
8. Resell our products commercially without authorization
14. Limitation of Liability
To the maximum extent permitted by applicable law, Swan Silks - House of Sarees shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, arising out of or in connection with your use of or inability to use the Services.
Our total liability for any claim arising from or relating to these Terms or the Services shall not exceed the amount you paid for the specific product or service giving rise to the claim.
Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable Indian law, including the Consumer Protection Act, 2019.
15. Indemnification
You agree to indemnify, defend, and hold harmless Swan Silks - House of Sarees, its directors, officers, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms; (b) your violation of any applicable law or regulation; (c) your infringement of any third-party rights; or (d) your use of the Services.
16. Dispute Resolution
16.1 Informal Resolution
Before initiating any formal dispute resolution proceedings, you agree to first contact us at swansilks1001@gmail.com to attempt to resolve any dispute informally. Most disputes can be resolved through direct communication.
16.2 Consumer Forums
Nothing in these Terms shall limit your rights under the Consumer Protection Act, 2019 to file complaints with the appropriate Consumer Disputes Redressal Commission (District, State, or National level based on the value of the claim).
16.3 Arbitration
For disputes not subject to consumer forums, any controversy or claim arising out of or relating to these Terms shall be settled by binding arbitration in Thrissur, Kerala, India, in accordance with the Arbitration and Conciliation Act, 1996. The language of arbitration shall be English, and the decision of the arbitrator shall be final and binding.
17. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles. Subject to the dispute resolution provisions above, the courts of Thrissur, Kerala, India shall have exclusive jurisdiction over any disputes arising from these Terms.
18. Grievance Redressal
In compliance with the Consumer Protection (E-Commerce) Rules, 2020, we have established a grievance redressal mechanism:
• Grievance Officer: [Name of Grievance Officer - TO BE APPOINTED]
• Email: swansilks1001@gmail.com
• Address: Cosmopolitan Road, Cherumukku, Chembukkavu, 31953 Ground Floor, Shivayogini Complex, Thrissur, Kerala, 680020, India
• Acknowledgement: Within 48 hours of receiving complaint
• Resolution: Within 1 month from date of complaint receipt
You may also reach the National Consumer Helpline at 1800-11-4000 or file complaints online at consumerhelpline.gov.in
19. Force Majeure
We shall not be liable for any failure or delay in performing our obligations under these Terms if such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, acts of God, war, terrorism, riots, civil unrest, government actions, pandemics, epidemics, labour disputes, supply chain disruptions, or failures of third-party service providers.
20. Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such invalidity shall not affect the remaining provisions, which shall continue in full force and effect.
21. Entire Agreement
These Terms, together with our Privacy Policy, Return Policy, Shipping Policy, and any other policies referenced herein, constitute the entire agreement between you and Swan Silks - House of Sarees with respect to the Services and supersede all prior or contemporaneous communications and proposals.
22. Waiver
Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of Swan Silks - House of Sarees.
23. Changes to Terms
We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. We will notify you of material changes by email or by prominently posting a notice on our website. Your continued use of the Services after such modifications constitutes your acceptance of the revised Terms.
24. Contact Information
For any questions, concerns, or feedback regarding these Terms, please contact us:
• Email: swansilks1001@gmail.com
• Address: Cosmopolitan Road, Cherumukku, Chembukkavu, 31953 Ground Floor, Shivayogini Complex, Thrissur, Kerala, 680020, India
These Terms of Service are compliant with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Information Technology Act, 2000, and other applicable Indian laws.