Returns and refunds
Free UK returns within 30 days. Unworn with tags attached, using the prepaid label in the box.
This is a draft policy written for a demonstration.
It has not been reviewed by a solicitor and it does not describe a real trading company. Before launch it needs review against the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK GDPR and PECR, and it needs the real company name, registered address, company number and VAT number inserted.
The short version
Free UK returns within 30 days. Send anything back within 30 days of delivery, unworn with tags attached, using our prepaid Royal Mail label. Refunds go to the original payment method within 5 working days of the parcel reaching us.
What cannot be returned
Anything we have cut or stitched to your measurements, because it cannot be sold to anybody else:
- Sarees that have had fall and pico stitching applied, because the fabric has been cut and sewn.
- Blouses stitched to your measurements.
- Ready-to-wear conversions made to your measurements.
- Pierced jewellery and unsealed cosmetics, on hygiene grounds.
We say this next to each service on the product page before you tick it, not afterwards. If you want to keep a saree fully returnable, decline the stitching and use a local tailor once you are sure.
Faulty or not as described
None of this affects your legal rights. If an item arrives faulty or not as described you can return it for a full refund, including any tailoring charge.
How to return something
- Email us with your order number and which items you are sending back. You do not have to give a reason.
- We email you a prepaid Royal Mail returns label within one working day.
- Repack it with the tags still attached, attach the label, and drop it at any Post Office or parcel locker.
- We refund the original payment method within 5 working days of the parcel reaching us, and email you when we do.
Condition we need it in
- Unworn, with the original tags attached.
- No perfume, deodorant or make-up marks — these are the commonest reason a return is refused.
- In or with the muslin bag it arrived in, if you still have it.
- Trying a saree on indoors is fine. Wearing it to an event is not.
Exchanges
We do not run formal exchanges, because holding a piece while a parcel travels is how stock goes missing. Return the first item for a refund and place a new order — if the size or colour you want is low stock, tell us and we will set one aside for seven days while your return is in transit.
Cancelling an order
If it has not dispatched, email or call and we will cancel and refund in full. If tailoring has already started we may not be able to, and we will tell you straight away rather than cancelling and charging you anyway.
Your statutory right to cancel a distance purchase runs for 14 days from delivery, and our 30-day policy sits on top of it rather than replacing it. Made-to-measure items are excluded from the statutory right by regulation 28(1)(b) of the Consumer Contracts Regulations 2013 — which is the legal basis for the stitching exclusions above.
Returns from outside the UK
You are responsible for return postage and for reclaiming any duty you paid, which is usually possible but rarely quick. Mark the parcel clearly as "returned goods" to avoid it being charged duty again on the way back to us.