Return, Refund & Exchange Policy

At Neelaya Banaras, every creation is handled with exceptional care and attention. Owing to the handcrafted and handloom nature of many of our textiles, subtle variations in weave, texture, zari tone, motif placement, or finish are part of the inherent beauty of the piece and reflect the authenticity of the craft.

To preserve the integrity of our products and ensure transparency in every purchase, we follow the policy below.

1. Eligibility for Return, Exchange or Refund

A return, exchange, or refund request shall be considered only in the event that the customer receives a torn or damaged saree / product.

Variations intrinsic to handloom and handcrafted textiles, including minor irregularities in weave, texture, zari placement, motifs, or finish, are a natural part of the product and shall not be construed as defects.

2. Reporting Timeline

Any concern relating to a torn or damaged product must be reported to us within 48 hours of delivery.

Requests raised after 48 hours from the time of delivery shall not be eligible for return, exchange, or refund.

3. Mandatory Unboxing Video

A clear and continuous unboxing video is mandatory for any claim relating to a torn or damaged product.

The video must:

begin before the parcel is opened
clearly capture the outer packaging
show the parcel being opened in one continuous recording
clearly display the issue in the product
Claims submitted without an appropriate unboxing video may not be accepted.

4. Refunds

Refunds shall be issued only in certain major approved cases, after the claim has been reviewed and approved by our team.

Where a refund is approved, it shall be processed only to the original payment method used at the time of purchase.

5. Return Shipping Charges

In all eligible cases, return shipping charges shall be borne by the customer.

Customers are advised to use a reliable courier service and share the shipment tracking details with us once the return has been dispatched.

6. Non-Returnable / Non-Exchangeable Items

The following shall not be eligible for return, exchange, or refund under any circumstances:

products with fall/pico
products with tassels
altered or customized products
sale products
discounted products
made-to-order products
pre-order products
products reported after 48 hours of delivery
products without a proper unboxing video
products that have been used, worn, washed, ironed, stained, perfumed, or otherwise handled after delivery in a manner that affects their original condition
Made-to-order and pre-order pieces are not eligible for cancellation, return, or exchange except in the case of a torn or damaged product approved under this policy.

7. Handloom & Handmade Nature

Our products may carry subtle distinctions that are a hallmark of handloom and handcrafted textiles. These may include slight variations in weave, texture, zari tone, motif placement, or overall finish.

Such distinctions are not defects, but rather a reflection of the artisanal nature of the piece.

8. Approval of Claims

All claims are subject to review and approval by the Neelaya Banaras team based on the proof submitted by the customer.

Neelaya Banaras reserves the right to determine, at its sole discretion, whether a reported issue qualifies for return, exchange, or refund under this policy.

9. Exchange

If a claim is approved and an exchange is considered appropriate, the same shall be processed subject to product availability.

If the original piece is unavailable, Neelaya Banaras may, at its discretion, offer:

a replacement of similar value, or
a refund to the original payment method in a major approved case

10. Cancellation Policy

Once an order has been placed, it cannot be cancelled under any circumstances.

This applies to all orders, including ready stock, altered, customized, made-to-order, pre-order, discounted, and sale purchases.