Returns & Refunds Policy
Returns & Refunds Policy
A saree is something you need to see and feel. If what arrives is not right, we want it to be straightforward to send back.
This policy forms part of the Terms of Use.
1. Your return window
The return window for your order is shown on the order itself, and it starts when the parcel is delivered.
Sellers on LoomLane set their own window, so it is not the same everywhere — most are 7 days from delivery, which is the platform default. Whatever window applied when you placed the order is frozen onto that order, so it cannot be shortened afterwards.
Raise the return before the window closes. Once it closes, we can no longer accept a return except where the saree is defective or not what was described — those rights are not limited by any window we set.
2. What can be returned
You can return a saree if:
- it is not what was described or shown;
- it arrived damaged, stained or defective;
- the wrong item was sent;
- it simply is not right for you, and it is still in returnable condition.
Returnable condition means unworn and unwashed, with tags, fall/pico untouched if it came that way, and in the original packaging where practical. A saree that has been worn to an event, altered, tailored into a blouse, cut, or dry-cleaned cannot be returned — those changes cannot be undone.
3. What cannot be returned
- Sarees that have been worn, washed, altered, tailored or cut
- Items marked non-returnable on the product page before you bought them
- Custom or made-to-order pieces, where the seller made it specifically for you
- Free gifts and promotional items, except where the paid item they came with is returned
- Items where the return was raised after the window closed and there is no defect
If a saree is returned in a condition that fails the above, we will tell you why, send it back to you at no charge to you, and no refund will be due.
4. How to return
- Open the order in the app and choose Return.
- Tell us why, and add a photograph if the issue is damage, a defect, or a wrong item. A photo is what lets us resolve it quickly and often without sending the saree back at all.
- We arrange pickup where our courier partner serves your pincode. Where they do not, we will tell you and arrange an alternative.
- Keep the saree in its packaging until pickup.
You will be able to follow the return's progress in the app, at every stage.
5. Assessment
When the saree reaches the seller it is checked against what you reported and against §2. We aim to complete this within a few days of receipt.
If the check disputes your reason, it does not end there — raise it with support and, if needed, with the Grievance Officer. We look at the evidence, not just the seller's word.
6. Refunds
Where the money goes. Back to the way you paid, unless you ask us to put it into your LoomLane credit instead.
| You paid with | Refund goes to |
|---|---|
| Card, UPI, net banking, wallet | The same account or instrument |
| LoomLane credit | Back to your LoomLane credit |
| Gift card | Back as LoomLane credit for the recipient |
| Part credit, part money | Each part back to where it came from |
When. We release the refund once the return passes assessment. It reaches your bank on your bank's and the payment network's timeline after that — usually a few working days, sometimes longer, and outside our control once released. The app shows you when we released it.
How much. The full price you paid for the item.
- Where the return is because of a defect, damage, a wrong item, or a mis-description — you pay nothing, including return shipping.
- Where you are returning because it was not right for you, any return-shipping charge stated on your order may be deducted. Where no such charge is stated, there is none.
- Delivery charges you paid on the original order are refunded when the entire order is returned or when the fault was ours or the seller's.
Failed and refused deliveries. If a parcel could not be delivered after reasonable attempts, or you refused it at the door, it comes back to the seller and we refund you. Repeatedly refusing deliveries may cost you the ability to pay on delivery, where that option exists.
7. Cancelled and undelivered orders
If an order is cancelled before dispatch, or never reaches you, you are refunded in full including delivery charges. See the Cancellation Policy.
8. Exchanges
We do not currently swap one saree for another. Return the one that is not right and place a new order for the one you want — that way the second saree is not held up waiting for the first to travel back.
9. If something goes wrong with a return
Contact support in the app or at hello@loomlane.org. If you are not satisfied, escalate to our Grievance Officer, whose contact details are published on the Grievance Redressal page. Nothing here limits your rights under the Consumer Protection Act, 2019.
Operator: LOOMLANE TECHNOLOGIES LLP · H.No.2-2-647/77/G- 24,23,Flat No. 3A, A R Elegance,Amberpet,Hyderabad,Telangana,India-500013
Permanent link to this version (v1.0): https://loomlane.org/legal/returns-refunds/v1.0