Cancellation & Refund Policy

 

Welcome to Heirloom Banaras. We deeply value your journey with us and are committed to providing an exceptional shopping experience. This Cancellation & Refund Policy outlines our guidelines for order cancellations, processing timelines, and refund eligibility. By placing an order on our online boutique, you acknowledge and agree to the terms below.

Order Cancellation

We understand that plans can change. You may request to cancel your order after it has been placed, subject to the following condition:

  • Before Dispatch: Cancellation requests will be accepted and processed only if your order has not yet been prepared or dispatched from our facility.

  • After Dispatch: Once a shipment is handed over to our courier partners and tracking details are generated, the order cannot be cancelled or recalled.

To request an immediate cancellation, please reach out to us as quickly as possible at heirloombanaras@gmail.com with your specific order details.

Refund Policy

  • Pre-Dispatch Cancellations: If your order is successfully cancelled before processing or shipment, a full refund will be credited back to your original payment method. These transactions typically reflect in your account within 5 to 10 business days, depending on your banking institution or payment gateway provider.

  • Post-Delivery Refunds: Once an order has been successfully shipped or delivered, a refund is only permissible if the textile received is structurally damaged, defective, or incorrect.

Damaged, Defective, or Wrong Product

Every piece we create undergoes strict quality checks. However, if you receive an item that is damaged, structurally defective, or completely different from your order, please follow these steps:

  1. 48-Hour Reporting Window: Contact our care team within 48 hours of delivery.

  2. Verification: Email us at heirloombanaras@gmail.com with your order number, clear photographs, and a brief unboxing video of the product and its packaging.

  3. Resolution: Upon review and verification, we will promptly arrange a replacement or issue a full refund based on product availability and your preference.

When Refunds Do Not Apply

Because our textiles involve dedicated heritage craftsmanship, refunds or returns cannot be extended in the following scenarios:

  • Personal Preference: We do not offer refunds or exchanges for reasons involving a change of mind, personal dislike of a pattern/design, or the subjective feel of the fabric. Please note that studio lighting and digital screen calibrations can cause slight variations in color, which are not classified as manufacturing defects.

  • Altered Conditions: Refunds are strictly not applicable if the textile has been used, washed, worn, altered, cut, or damaged in any way post-delivery. Items must be returned with all original tags and packaging intact.

Contact Us

For any urgent cancellation requests or questions regarding a pending refund, please connect with our team directly at heirloombanaras@gmail.com.