📄 Return, Exchange, Shipping & Refund Policy

Last Updated: 24 August 2025 

This document contains the official policies regarding returns, exchanges, cancellations, shipping, and refunds. Please read carefully before placing an order. By purchasing from our platform, you agree to abide by the terms below.

Clause 1

Clause 1 – Return Request Window & Official Channels

We’re here to help. To keep the process fair and fast, please follow these steps:

Return/Exchange Window: Raise your request within 48 hours of delivery.

Official Channels Only: Contact us via WhatsApp (+91 9328907208) or Email (mohinisaree2@gmail.com). Requests on social media (comments/DMs) are not accepted.

Share These Details: Order ID, full name & registered contact, clear product & packaging photos, and a valid open‑box video (see Clause 3).

Clause 2

Clause 2 – Return Eligibility & Non-Acceptance Policy

To prevent misuse and keep pricing fair for everyone, the following reasons are not eligible for return/refund/exchange:

Minor colour differences due to lighting/screen settings (±10% tolerance).

Size/fit issues where the size chart was not followed; exchanges allowed with both-way shipping paid by the customer.

Replica vs branded confusion: replica/inspired items don’t carry brand logos/tags.

Normal handcrafted variations in embroidery/print/dyeing (±10%).

Courier delays beyond our control (unless delivery exceeds 30 days from order date).

Outer box/carton damage when the product inside is intact.

Price differences across time/websites after purchase.

Requests raised after the return window expires.

Products used/washed/altered or with perfume/deodorant traces.

Personal dislike of fabric/texture after delivery.

Undeliverable locations—store credit or reshipment may be offered, not cash refund.

Cancellation after dispatch, courier staff behaviour (unless delivery failed), or claims without valid open‑box video.

Clause 3

Clause 3 – Open‑Box Video & Proof Policy

An uninterrupted unboxing video is mandatory for any return, exchange, or damage claim.

Start recording before touching the sealed parcel; show all sides with shipping label & intact seals.

Open the parcel in one continuous shot—no cuts/edits/fast‑forward.

Show the product clearly from all angles with tags, labels, and packaging intact; highlight any issues.

Wrong/missing item claims must show the full opening and invoice (if included).

Submit the video within 48 hours of delivery. Blurry/edited/partial videos or photos alone are invalid.

Clause 4

Clause 4 – Shipping & Delivery Policy

Processing: 1–3 business days after payment confirmation (excluding Sundays/public holidays).

Delivery in India: Usually 4–10 business days; remote areas may take longer.

Delays: Weather, strikes, festivals or operational issues do not qualify for compensation.

Address Accuracy: Provide complete & correct address. RTO due to address/contact issues will incur re‑shipping charges.

Courier Attempts: 2–3 attempts typical. Refusal/unreachability leads to RTO and applicable deductions.

Tampered Parcel: Refuse delivery, take photos/video, and notify us within 24 hours; accepting without proof voids damage claims.

International: If offered, timelines 7–30 business days; duties/taxes are customer’s responsibility.

Clause 5

Clause 5 – Product Condition & Quality Check

QC Before Dispatch: Stitching, embroidery, fabric & measurements checked; ±1–2 inch tolerance is standard.

Packaging: Secure packing with tags/labels and included accessories.

Defects: Visible manufacturing faults; wrong item/size; missing accessory specifically promised.

Not Defects: Minor embroidery/thread variations, small shade differences, fabric odour from storage, crease marks, or tolerance within limits.

Records: We maintain internal packing photos/videos as proof of condition.

Customer Duty: Record an open‑box video (Clause 3) on delivery.

Clause 6

Clause 6 – Refund, Exchange & Deduction Rules

QC First: Processing only after inspection; QC decision is final.

Non‑Defective Returns: Up to 30–35% deduction (two‑way courier, gateway fees, handling & restocking).

Size/Fit Exchange: Allowed if unused with tags; both‑way courier borne by customer; if unavailable, refund with deductions.

Defective/Wrong Item: Full refund or free replacement upon valid proof—no deductions.

Not Refundable: No open‑box video, used/altered items, late requests, replica minor differences, or late return dispatch.

Timelines: Refunds within 5–10 business days after QC approval (bank/gateway delays may apply).

Clause 7

Clause 7 – Shipping, Delivery & Risk Responsibility

Dispatch: Usually within 2–6 business days; custom/pre‑order timelines are shown on product pages.

Delivery: 3–9 business days post‑dispatch; delays beyond our control aren’t refundable.

Tracking & Re‑ship: Track after dispatch; RTO due to address/unreachability/refusal → two‑way courier deducted; re‑ship on prepaid courier.

Risk Transfer: Risk passes to customer once handed to courier. For tampered parcels, note on courier app/slip and share proof within 24 hours.

Lost Parcel Claims: Subject to courier investigation (7–20 business days); action after confirmation.

Pincode Serviceability: Check serviceability before ordering; non‑serviceable pincodes may be cancelled less gateway charges.

Clause 8

Clause 8 – Product Description, Colour Variations & Replica Disclaimer

Accuracy: We strive for accurate titles, descriptions and size charts. Minor motif/embroidery/weave differences are normal.

Colour: Lighting and screens may cause ±10% colour variation—this isn’t a defect.

Measurements: Manual tailoring tolerance ±1–1.5 inches.

Handwork: Small thread pulls/knotting/bead variation are signs of craftsmanship.

Replica: Replica/inspired items are clearly labeled; variations from designer originals are expected.

Model Photos: Accessories shown are for styling only unless listed in the description.

Fabric Behaviour: Natural slubs/knots indicate authenticity; dark colours may bleed on first wash—follow care instructions.

Clause 9

Clause 9 – Payment, Pricing & Discount Policy

Payments: UPI, Net Banking, Cards, Wallets, and COD (where available); processed via secure gateways—we do not store card data.

Confirmation: Orders proceed after payment confirmation; COD may need verification.

Prices: INR (₹), inclusive of applicable GST unless stated; subject to change—confirmed order price is final.

Discounts/Coupons: One coupon per order unless specified; non‑transferable and non‑encashable; misuse may cancel orders.

Pricing Errors: Mistakes may lead to cancellation with full refund or option to pay the difference.

COD Policy: High‑value COD may need a partial advance; repeated COD refusals may block COD.

Clause 10

Clause 10 – Shipping, Delivery & Tracking

Coverage: We ship pan‑India with trusted couriers; international shipping only if specified.

Dispatch: Usually 2–5 business days unless noted; pre‑orders/custom may take longer.

Delivery: 5–10 business days; remote/rural areas may require additional time.

Tracking: Details shared post‑shipment; customers must monitor and ensure receipt.

Address & Non‑Delivery: Complete, correct address required; re‑shipping charges apply for undeliverable parcels.

Delivery Confirmation: Considered delivered when courier marks “Delivered”; non‑receipt disputes must be raised within 24 hours.

Multiple Items: May ship separately based on availability.

Clause 11

Clause 11 – Order Cancellations & Modifications

Before Dispatch: Cancellable only before dispatch/tracking generation.

Charges: Prepaid cancellations before dispatch → 5% gateway deduction. COD: no fee, but repeated cancellations may block COD.

Changes: Size/colour/address edits allowed within 12 hours and before dispatch.

Auto‑Cancellation: Possible for stock unavailability, suspected fraud, incomplete address, or repeat COD cancellations.

Clause 12

Clause 12 – Return & Refund Eligibility

Eligible When: Request within 48 hours via official channels; valid open‑box video; item unused/unwashed/unstitched with tags; item reaches our return office within 10 days of approval.

Not Eligible: Colour/print variations, minor handwork differences, size issues from ignoring size chart, change of mind, courier delays post‑dispatch, used/tried items, or missing video proof.

Defect Claims: Must show sealed‑to‑open video; misuse/washing damage is not a defect.

Return Shipping: Customer‑paid in non‑defect cases; no reverse pickup; defect cases reimbursed post‑QC approval.

Deductions: Up to 35% on approved non‑defective returns.

Timeline: Refunds within 5–10 business days after QC approval.

QC Finality: QC decision is final and binding.

Clause 13

Clause 13 – Exchange Policy

Eligibility: Request within 48 hours via WhatsApp/Email; item unused/unwashed/unstitched with tags; valid open‑box video; exchange item equal or higher value (difference payable).

Not Eligible: Colour variation, ignored size chart, used/washed/altered/missing tags, change of mind, courier delays, sale/clearance buys.

Size Issues: Exchange if measurements differ from size chart by > ±1 inch; if OOS, store credit (valid 30 days).

Shipping: Customer ships back via reputed courier; no reverse pickup. Approved manufacturing defects: return shipping reimbursed after QC.

Processing: QC within 3 business days of receipt; dispatch of exchange in 5–7 business days thereafter.

Clause 14

Clause 14 – Courier Delays, Tracking & Delivery Responsibility

Responsibility: After shipment, transit responsibility lies with the courier partner until delivery.

Tracking: Customers must track and coordinate for delivery attempts.

Delays: Holidays/strikes/weather/courier issues are not grounds for refunds.

Address Errors: RTO due to incorrect/incomplete/unreachable addresses → re‑shipping fee payable; refund requests subject to deductions as per Clause 6.

Transit Damage: Note damage on courier receipt/app and submit open‑box video per Clause 3.

Clause 15

Clause 15 – Unboxing Video Requirement (Strict Proof Policy)

Mandatory: Continuous, unedited open‑box video for any claim; without it, claims are rejected.

Record: Start before touching parcel; show label & seals; open in one shot; display product, tags, accessories; highlight issues.

Invalid: Post‑opening videos, edited/unclear footage, or where tags were removed before recording.

Purpose: Primary evidence to ensure fair resolution.

Customer Duty: Provide valid proof within the request window.

Clause 16

Clause 16 – Misuse of Consumer Rights

Zero Tolerance: Fraudulent claims, used‑then‑return attempts, tampered videos, or pressure tactics may lead to blacklisting.

Evidence‑Based: All claims are photo/video/document driven; misuse will be rejected and may invite legal action.

Protection: Genuine customers with proof are always protected under the Consumer Protection Act, 2019.

Clause 17

Clause 17 – Colour, Design & Pattern Variation

Minor differences in shade (±10%), thread colour, motif placement, and fabric texture are normal.

Replica items are inspired, not identical; differences are expected and disclosed.

Purchasing implies acceptance of these tolerances.

Clause 18

Clause 18 – Prepaid Orders, COD & Coupon Usage

Certain products may be prepaid‑only; customers with COD misuse may be limited to prepaid.

COD availability depends on pincode and verification.

One valid coupon per order unless stated; cancelled orders forfeit coupon benefits unless otherwise written.

Abuse of COD/coupons can result in account blocking and recovery of actual courier/gateway costs.

Clause 19

Clause 19 – Bulk Order & Wholesale

Bulk Definition: 5+ units of the same item or orders above ₹25,000.

Payment: 100% prepaid; no COD.

Timelines: Additional production/sourcing time may apply; communicated in writing.

Customization: Subject to feasibility and written approval; may incur extra charges.

No Returns: Except proven manufacturing defects raised within 48 hours with open‑box video.

Logistics: Shipping charged separately; third‑party delays are not our liability.

Resale: No resale under Mohini Saree name without written permission.

Clause 20

Clause 20 – International Orders & Customs

International orders, if accepted, are 100% prepaid via approved methods.

Prices default in INR; bank conversion rates/fees apply.

Timelines vary; customs/transit delays are beyond our control.

Duties/taxes/VAT are payable by the customer; we cannot undervalue or mark as gifts.

Customer must provide documents for customs clearance; RTO for non‑payment/non‑clearance is non‑refundable, restocking may apply.

International orders are generally non‑returnable except proven defects with full open‑box video; return courier typically borne by customer unless agreed in writing.

Clause 21

Clause 21 – Prohibition of Blackmail, Threats & Defamation

Threats of fake complaints, coerced refunds, or defamatory reviews to obtain undue benefits may lead to legal action. We preserve WhatsApp/email/call records as evidence.

Clause 22

Clause 22 – Fake Review & Social Media Misuse

Malicious or fabricated reviews/impersonation are prohibited. For genuine concerns, please contact us—allow up to 7 working days for resolution before posting publicly.

Clause 23

Clause 23 – Legal Jurisdiction

All disputes are subject to the exclusive jurisdiction of Surat, Gujarat courts, in accordance with the Consumer Protection Act, 2019.

Clause 24

Clause 24 – Misuse of Return/Refund Policy

Repeated false claims, intentional damage, or serial returns without valid cause may result in blacklisting and denial of refunds.

Clause 25

Clause 25 – Dispute Resolution & Evidence

Disputes will be resolved using documented evidence (videos, courier scans, invoices, payment records). Verbal claims without proof will not be accepted.

Clause 26

Clause 26 – Policy Sharing Before Purchase

For orders via Instagram/WhatsApp/other platforms, a link or PDF of this policy is shared before payment. Proceeding with payment confirms acceptance.

Clause 27

Clause 27 – Product Representation & Disclaimers

Designer references/images may be used for styling inspiration. Listings clarify whether an item is original or replica; by ordering, you accept the stated description.

Clause 28

Clause 28 – Digital Communication Records

We retain digital communications as the final reference for order details, approvals, and policy acceptance.

Clause 29

Clause 29 – Acceptance of Terms via Payment

Any payment to Mohini Saree signifies that you have read and agree to these terms, product descriptions, and policies.

Clause 30

Clause 30 – Transit Damage & Packaging Tampering

Refuse: Do not accept visibly damaged/tampered parcels; request the courier to mark “Refused – Package Damaged/Tampered”.

If Accepted: Record a continuous unboxing video from before pickup, showing all sides, label, damage, and the full opening.

Review: Our QC and courier investigation teams will verify; replacement offered if valid (refund if replacement unavailable).

No Proof, No Claim: Incomplete/edited/no video → claim rejected.

Clause 31

Clause 31 – Replica Product Variations & Claims

Replica products are inspired versions and not identical. Differences in fabric, shade, embroidery density, or finishing are expected and disclosed; such differences are not valid grounds for returns.