Returns & Refunds

We want you to be happy with the cloth. If something is not right, the fastest route is Account → Orders → Return, which raises a request against the exact item and quantity. This policy explains what can be returned, by when, and how the refund reaches you.

Return window

• Retail orders — request a return within 7 days of delivery.
• Damaged, defective or wrong items — tell us within 48 hours of delivery so we can raise a claim with the courier in time.
• Wholesale and B2B orders — claims for manufacturing defects or shortages must be raised within 7 days of delivery, before the fabric is cut, washed or processed.

Condition for a return

• Unused, unwashed and unaltered, with all original tags, labels and the invoice.
• In the original packaging, including any saree box, garment bag or fabric roll core.
• Free of perfume, stains, body odour and pet hair.
• Complete — every piece of a set (kurti with palazzo, cushion covers, dohar sets) must come back together.

What we cannot take back

• Fabric cut to a length you specified, and any goods cut, tailored, washed or processed after delivery.
• Custom-dyed, custom-printed or made-to-order goods produced against your approved strike-off or lab dip.
• Blouse-stitched or fall-and-pico finished sarees, and any garment altered on your instruction.
• Innerwear, and items sold as "as-is", clearance or seconds.
• Swatches and sample cards, which are priced at cost.
• Natural variation in handloom, hand-block-printed and naturally dyed cloth, which is a characteristic of the craft rather than a defect.

How to raise a return

1. Go to Account → Orders, open the order and choose Return, or write to care@vastra.co.in with your order number.
2. Select the items and quantity, choose a reason, and attach photographs for a damage or wrong-item claim.
3. We respond with an approval and a pickup date, or a prepaid return label where reverse pickup is not serviceable.
4. Pack the goods in the original packing with the invoice inside and hand them to the courier.
5. We inspect on arrival — usually within 2 business days — and confirm the outcome by email.

Return shipping cost

• Free reverse pickup where the fault is ours — a damaged, defective, wrong or short-shipped item.
• For a change of mind, return freight of ₹99 for retail parcels (actual freight for wholesale consignments) is deducted from the refund.
• Where reverse pickup is not available at your PIN code, ship it back to us by a trackable courier and we will reimburse the freight you actually paid for a fault on our side, against the receipt.

Refunds

• Refunds are issued to the original payment method within 5 to 7 business days of the returned goods passing inspection. Your bank may take a further 2 to 4 days to post the credit.
• Prepaid card, UPI and net-banking payments are refunded to the same instrument. COD orders are refunded by NEFT to a bank account you confirm — we never ask for it by phone.
• Shipping charges on the original order are refunded in full only where the return is due to our error.
• Where GST was charged, we raise a credit note against the original invoice. Trade buyers must reverse the corresponding input tax credit in the return for that period.
• Store credit, where you choose it instead of a refund, is issued immediately on approval and never expires.

Exchanges

We exchange for a different size or colour of the same product subject to stock — raise it as a return and select Exchange. If the replacement costs more, we send a payment link for the difference; if it costs less, we refund the difference. Exchanges are shipped free.

Cancellations

Cancel any order free of charge before it is dispatched, from Account → Orders. Once the parcel is with the courier, treat it as a return. Custom-dyed and made-to-order goods cannot be cancelled once production has started, because the cloth is made only for you.

Wholesale and B2B claims

Trade claims are settled at lot level. Raise the claim within 7 days of delivery, before the fabric is cut or processed, with the lot number, photographs and the metres affected. Verified defects are settled by replacement from the same lot where available, or by a credit note against your account. We do not accept returns of correctly supplied stock that has not sold, unless a stock-rotation arrangement is agreed in writing on the quotation.

If you are not satisfied

Escalate to our Grievance Officer, Meera Desai, at grievance@vastra.co.in or +91 261 400 1200. We acknowledge within 48 hours and resolve within 30 days, in line with the Consumer Protection (E-Commerce) Rules, 2020.