Anvaya Weaves – Returns, Exchange, Refund & Cancellation Policy

Draft for review by your legal counsel before publishing. Last updated: [DD Month YYYY]

1. Overview

At Anvaya Weaves, every saree is handpicked, handled with care and inspected before dispatch. Because sarees are textile products that are often cut to order, fall-finished (pico, fall and edging), draped, or otherwise personalised, all sales are final. We do not accept returns or exchanges, and we do not offer refunds for change of mind, except in the limited circumstances described in Section 4 below.

By placing an order on [website / app / WhatsApp / store], you confirm that you have read, understood and agreed to this Policy, together with our Terms of Use, Shipping Policy and Privacy Policy.

Our quality check before dispatch. Every saree is inspected by our team for tears, stains, loose threads, missing pieces and any other damage before it is packed. A continuous video of the inspection and packing is recorded for every order and stored securely, in line with our Privacy Policy, for [21] days, or longer while a claim or dispute is pending. We may use these records to verify any claim made about your order.

Payment. We currently accept prepaid orders only, through [UPI, debit/credit cards, net banking and wallets]. Cash on Delivery (COD) is not available at present. If we introduce it in future, this Policy will be updated before it applies.

2. No Returns, Exchanges or Refunds for Change of Mind

Subject to Section 4, we do not accept returns, exchanges or refunds for any of the following reasons:

• Change of mind, or the saree no longer being required
• Colour, shade, or texture appearing different from the on-screen image (see Section 3)
• Size, length, blouse-piece or drape preferences
• Dislike of design, motif, weave or fabric feel
• The saree not suiting the buyer, or not matching other garments
• Sarees that have been washed, worn, altered, draped, stitched, fall-and-pico finished, or have had perfume, deodorant, stains or any other marks applied after delivery
• Gifted items, where the recipient does not like or need the saree
• Items purchased during sales, discounts, promotions or under the “clearance” category
• Customised, made-to-order, pre-order or specially sourced items

3. Nature of Handloom, Powerloom and Handcrafted Products

Please understand and accept that the following are characteristics of handloom, powerloom and handcrafted textiles and are not defects:

• Slight variations in colour, shade and tone between the product photographs and the actual saree, due to dyeing, dye lots, lighting, camera settings and screen display
• Minor irregularities in weave, slubs, small knots, thread variations, uneven pick density, minor differences in border or pallu width, and minor weaving marks such as a few skipped or missed threads, or tiny float marks, visible only on close inspection, that do not materially affect the look or use of the saree as a whole
• Slight differences in motif placement and size from the image shown
• Natural characteristics of silk, cotton and other natural fibres, such as slight sheen differences or a distinct odour of fresh dye or sizing, which fades with airing
• Zari that may have slight tonal variations
• Marginal variations in measurements: saree length ranges from 5.2 to 5.5 metres [excluding the blouse piece], and width may vary within ±[5–10] cm of the listed size. Listed measurements are approximate

These features reflect the individuality of handloom, powerloom and handcrafted textiles and do not entitle the buyer to a return, exchange or refund.

AI-generated product descriptions. Product titles and descriptions on our [website / app / social pages] are generated with the help of artificial intelligence (AI) tools [and checked by our team]. They are meant as general guidance on a saree’s design, fabric and use, and may not capture every detail of a handloom piece. Please rely on the product photographs, the listed fabric, size and care details, and your own judgement when ordering, and contact us before buying if you need any detail confirmed. The key specifications of each saree (fabric, loom type, length, blouse piece and zari type) are entered separately on its listing [and checked by our team]. Any claim of misdescription is assessed against those key specifications. Differences in colour shade, styling or mood wording, motif description or other general descriptive text are not misdescription. This does not reduce your statutory rights: if a saree materially differs from its key specifications, Section 4 applies.

4. Exceptions: When We Will Offer a Remedy

Nothing in this Policy limits your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law. After verification, we will offer the remedy set out in Section 4.3 only if:

1. Wrong product delivered: the saree received is different from the one ordered (in design, code, colour, or fabric type)
2. Damaged in transit: the package or saree was visibly damaged, torn, or tampered with at the time of delivery
3. Manufacturing defect: the saree has a material defect that is not an inherent characteristic of handloom or powerloom products (for example, a tear, cut, burn mark, a major weaving fault that visibly affects the saree as a whole, large unrepairable stain, or a missing blouse piece that was advertised as included)
4. Material misdescription: the product materially differs from the key specifications recorded on its listing (fabric, loom type, length, blouse piece or zari type), in a way that is not covered by Section 3 (for example, described as pure silk but is a different fibre)
5. Late delivery: the saree has not been delivered within 3 weeks (21 days) from the date of order confirmation, other than for reasons outside our reasonable control or caused by the customer, as set out in Section 7. In that case you may ask us to cancel the order and receive a full refund. If the parcel is already in transit, the refund is processed once it is returned to us or the courier confirms that it cannot be delivered.

4.1 Claim conditions

To make a valid claim, you must:

• Record an unboxing video, without any breaks or edits, beginning from the sealed package (with the shipping label visible) until the saree is fully taken out and the defect is shown
• Inform us within [48 hours] of delivery by email at [support@anvayaweaves.com] with your order number, clear photographs of the defect, and the unboxing video
• Keep the saree unused, unwashed, unaltered, with its original folds intact as new (not unfolded, re-folded, creased, pressed, or draped), and with all tags, labels, original packaging and invoice intact
• Not have attempted any repair, alteration, or fall/pico work on the saree

Claims made without an unboxing video or after the stated period may not be accepted, except where the law requires otherwise. Where your unboxing video shows damage or a defect, we will compare it with our pre-dispatch inspection video for that order to establish whether the issue arose before dispatch or in transit, and we will share the relevant portion of our video with you on request. Folds opened only as far as needed to show the defect in your unboxing video are acceptable.

4.2 Verification and resolution

• We will acknowledge your complaint within 48 hours and aim to resolve it within [7–10 working days], and in any case within the time required under applicable law
• We may ask for additional photographs, or ask you to send the saree back to us for inspection. You must arrange this return yourself and pay the courier charges in the first instance (see Section 4.3 for reimbursement on approved claims), in the saree’s original condition and packaging, to the address in Section 12, using a trackable courier. We advise insuring the parcel, as we are not responsible for loss or damage in transit back to us. Once we receive and inspect the saree, we will communicate our decision in writing, and any further step (replacement, store credit or refund) will follow only after that inspection. If a replacement is approved, the new saree will be dispatched at our cost.
• Where the exact piece is unavailable (handloom pieces are often one-of-a-kind), we may offer an alternative of equal value or a credit note, as set out in Section 4.3
• Our decision after inspection will be communicated by email or phone in writing, with reasons if a claim is rejected.

4.3 Exchange, credit note and refund

For a claim approved under Section 4, we will offer remedies in this order:

1. Exchange: the same saree, if available, or another saree of equal value.
2. Credit note: if an exchange is not possible or you prefer it, a credit note for the amount paid for the saree. A credit note is valid for [12] months from the date of issue, can be used on any product, in one or more orders, and is non-transferable and not redeemable for cash.
3. Refund: if the claim is for a wrong, damaged, defective, misdescribed or late-delivered saree and you do not accept an exchange or a credit note, you are entitled to a refund of the price paid, processed as described in Section 5.
4. Return courier charges: you pay these in the first instance. On an approved claim, we will reimburse the reasonable charges on production of the courier receipt [up to ₹[amount]], with your exchange, credit note or refund. Charges are not reimbursed for rejected claims.

No refund is given for a change of mind (see Section 2).

5. Refunds

• Approved refunds are processed to the original payment method within [7–14] working days of approval and receipt of the returned item (where applicable)
• If a refund cannot be made to the original payment method (for example, a closed account or card), we will refund by bank transfer or UPI after we receive your verified account details
• Payment gateway charges, if any, that are non-refundable under their rules may be deducted only to the extent permitted by law
• If you have not received your refund within the stated period, please first check with your bank or payment provider, and then contact us

6. No Order Cancellation

• Once an order is placed and paid for, it cannot be cancelled, changed or modified by the customer. Please check the saree, address, pincode and contact number carefully before paying.
• This does not affect rights that the law gives you, such as a full refund for late delivery under Section 4
• We may cancel an order in case of stock unavailability, pricing or typographical errors, payment failure, or suspected fraud, and will refund the full amount paid

7. Delivery and Refusal of Delivery

• Delivery time: orders are delivered within 2 to 3 weeks (14 to 21 days) from the date of order confirmation, depending on your location and the courier. Delivery dates are estimates, and the tracking details will be shared with you after dispatch.
• Delays outside our control: we are not responsible for delays caused by events beyond our reasonable control, such as natural calamity, floods, strikes, government or lockdown restrictions, or regional disruption of courier services.
• Delays caused by the customer: time lost due to an incorrect or incomplete address or pincode, an unreachable phone number, repeated unavailability or refusal of delivery is not counted towards the delivery time.
• Please check the package at the time of delivery. If it appears opened, tampered or damaged, refuse the delivery or note the same on the courier’s delivery receipt, and notify us immediately
• Orders refused or returned to us because of an incorrect address, repeated unavailability, or refusal without a valid reason will not be refunded, and any shipping cost incurred may be deducted from the amount refundable, to the extent permitted by law
• Please ensure that your address, pincode and contact number are correct. We are not responsible for delivery failures due to incorrect information

8. Care Instructions and Disclaimer

• Please follow the care instructions provided with your saree. Dry-clean only unless otherwise stated
• Anvaya Weaves is not responsible for damage arising from improper washing, storage, wear, or handling after delivery
• Product images are for illustration and may vary slightly from the actual product

9. Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, our Grievance Officer is:

Name: [Full name] Designation: [Designation] Address: 50-121-54/1, beside Pure o Natural, North Extension, Balayya Sastri Layout, Seethammadara, Visakhapatnam, Andhra Pradesh 530013, India Email: Support@anvayaweaves.com Phone: 8886655044 (Mon–Sat, [10 AM – 6 PM] IST)

We will acknowledge complaints within 48 hours and aim to redress them within one month of receipt.

 

10. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Subject to the consumer’s statutory rights to approach any forum or commission available to them under the Consumer Protection Act, 2019, all disputes arising out of this Policy or any order placed with us shall be subject to the exclusive jurisdiction of the courts at Visakhapatnam, Andhra Pradesh. We encourage you to first use the grievance process in Section 9, so that we can try to resolve the matter amicably.

11. Changes to this Policy

We may update this Policy from time to time. The version published on our website at the time of your order will apply to that order.

12. Contact Us

Anvaya Weaves Phone / WhatsApp: 8886655044

Email: Support@anvayaweaves.com

Address -50-121-54/1, beside Pure o Natural, North Extension, Balayya Sastri Layout, Seethammadara, Visakhapatnam, Andhra Pradesh 530013.