Before you return a Shahenaz product, please take a moment to understand how our products are made. All our products are handcrafted by traditional craftsmen of rural India, resulting in each product being unique and slightly different from each other.
These irregularities are the hallmark of all natural-dyed and block-printed products and make each exquisite piece unique and irregular weave or print or stitch should not be mistaken to be a defect rather handloom by definition means a glorious uncertainty when it comes to uniformity. In spite of these variables, at Shahenaz we stand behind the quality of our products and as a standard policy, we do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed. However, if the product is wrongfully delivered (product doesn’t match the item in the order confirmation) or has a genuine quality/manufacturing defect then we are open to re-fulfilling your order.
Please note that Exchange or Refund will not be made against the non-returnable items, unless there is a defect or different from its description
a. Customised/Altered Apparels
b. Discounted products (all items listed under SALE category)
c. Items of personal hygiene/ Face Masks etc.
At Shahenaz, we offer a simple, hassle-free, exchange policy and are pleased to exchange your purchase that is unworn, unused, unwashed, unaltered, undamaged and retaining the original tags, within 15 days from the date of intimation, for a different size or style. One of our Customer Care team members will be happy to assist you through this process. You can contact them by email at firstname.lastname@example.org or by phone at +91 9902702924 Monday to Saturday, between 9:00 AM to 5:00 PM (IST). Please specify the following information to ease this process by providing
- Order number
- Delivery address
- Specify the reason for return and in case of a defective or incorrect product, please send us an image of the item
Such return/exchange shall be processed after deducting shipping charges paid by the Customer on placing the order.
Products bought online cannot be exchanged or returned in store.
Given the nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case by case basis and we request you to get in touch with our team for prompt resolution.
Orders can be cancelled only before shipment has been dispatched. After dispatch, the courier company will attempt the delivery of the order thrice, post which the merchandise is sent back to our warehouse.
No refunds would be given if the customer has provided wrong or incomplete shipping address, there are 3 failed delivery attempts by our shipping agency and/or the package is refused by the recipient.
We offer our customers a simple, Reverse Pick-up policy. Our customers are valued not only at the time of sale but also through the subsequent stages of Returns & Refunds. Our policy is thoughtfully designed to ease up the process, save time and make you feel reassured about your order. Once you contact our customer support team we shall arrange for a reverse pick up and subsequent costs of shipping are to be borne by the Customer as applicable.
Before accepting delivery of any merchandise, please ensure that it is in good condition and has not been tampered with. In case you receive a package, which you believe was damaged in transit, please retain the original packaging (along with price tags, invoices, labels etc.) until someone from our team reviews it. Additionally, please mention details about the damaged merchandise on the delivery receipt instead of signing it as 'received'.
'Damage' does not include any issue with the product pertaining to the style/design of the product purchased.
In case of International Orders if a customer refuses to pay the Duty as mandated by the respective country of shipment and doesn’t collect his/her order from the Shipping agency (like DHL, Fedex etc.) , then Shahenaz will not be liable to refund any amount for such orders.
Disclaimer: All policies are subject to change without prior notice.