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.
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Frequently Asked Questions
ABOUT NEELAYA
NEELAYA BANARAS is a contemporary Banarasi label rooted in the textile heritage of Banaras. We bring together traditional craftsmanship, thoughtful design and transparent pricing to create sarees that feel timeless yet relevant to the modern Indian woman.
NEELAYA draws inspiration from the divine abode of Lord Shiva and Maa Parvati, deeply connecting the brand to the spiritual and cultural soul of Banaras.
NEELAYA is rooted in Banaras, a city celebrated across the world for its centuries-old silk weaving traditions and extraordinary textile craftsmanship.
Our focus is on authenticity, refined design, fair pricing and complete transparency. Rather than simply selling a saree, we want you to understand what you are buying, from the fabric and weaving technique to the craftsmanship behind it.
PRODUCTS & AUTHENTICITY
Our collections include handloom, handcrafted and other carefully curated Banarasi textiles depending on the individual product. The weaving and fabric details of every saree are clearly mentioned on its respective product page.
No. NEELAYA offers both pure silk and other premium silk-blend or semi-silk sarees across different collections and price points. The exact fabric composition is clearly mentioned on every product page.
Every product page clearly mentions the fabric and composition of the saree. Pure silk products are identified accordingly, and eligible pure silk sarees are accompanied by Silk Mark certification wherever applicable.
Eligible pure silk sarees are provided with Silk Mark certification wherever applicable, helping assure customers of the authenticity of the silk used.
Kaduwa is a traditional Banarasi weaving technique in which individual motifs are woven separately rather than using continuous floating threads across the reverse of the fabric. It requires significantly more skill and time and creates beautifully defined motifs.
SAREE DETAILS
Most sarees include a blouse piece unless specifically mentioned otherwise on the product page. Please refer to the individual product description before placing your order.
Measurements can differ slightly according to the weave and style. Exact dimensions, wherever necessary, are mentioned on the respective product page.
Where tassels are part of the original design, they may be included. Additional tassel-making services, if selected, may be treated as a customization or alteration.
Fall and pico services may be available for selected sarees. Once alteration or finishing services such as fall, pico or tassels are requested, the product becomes ineligible for return or exchange.
Certain products may allow limited customization depending on the weave, availability and nature of the request. Please contact our team before placing the order for confirmation.
WE ARE SILK MARK CERTIFIED
A true expression of Banarasi artistry, certified for its pure silk authenticity.