Refund & Return Policy

The short version

We do not offer refunds, returns or exchanges for change of mind. Every piece is checked by hand before it is packed, and once it has left us we are not able to take it back because you have decided against it.

There are two exceptions, and only two:

• The piece arrived damaged, and you have an unbroken video of the parcel being opened.
• We sent you the wrong item.

Both must be reported within 7 days of delivery. Everything below explains how.

Orders cannot be cancelled once payment has gone through and the order is booked.

The opening video

A damage claim needs a video of the parcel being opened. This is not a formality — it is the only way to tell damage that happened in transit from damage that happened afterwards, and without it we have no way to take the claim to the courier.

Start recording before you break the seal, and in one take show:

• The sealed parcel from the outside, with the shipping label readable
• The seal being cut and the parcel opened
• The piece lifted out and unfolded, with the damage visible

We cannot accept a damage claim without this video. A photograph of the damage on its own is not enough.

If we sent the wrong item

If what arrived is not what you ordered, that is our mistake and we will put it right. Message us on 9923032438 within 7 days of delivery with your order number and photographs of what you received.

You will not be out of pocket. We arrange and pay for the collection, and you get the correct piece or your money back.

An opening video helps here too, but it is not required for a wrong-item claim — only for damage.

How to raise a claim

1. Message 9923032438 on WhatsApp within 7 days of delivery.
2. Send your order number, the opening video if you are claiming damage, and clear photographs of the piece.
3. We will respond within 24 to 48 hours to tell you whether the claim is accepted.
4. If it is, we arrange collection at our cost. Keep the piece with its tags and original packaging until then.
5. Once it reaches us and we have checked it, we settle the claim.

Please do not send anything back before we have confirmed the claim. Unannounced parcels are difficult to trace to an order.

How an accepted claim is settled

The choice is yours. Once we have accepted a claim you can have the same piece replaced, or your money back. Tell us which when you raise the claim — we will not talk you out of either.

A replacement depends on the piece still being available. If it is not, we refund you in full.

Refunds go back to the method you paid with. We cannot redirect a refund to a different card or account.

The last step is with your bank, not with us. Once the refund is initiated we will send you the reference number so you can quote it if you need to.

What is not a defect

Some things look like faults and are not, and we cannot accept claims for them:

• Shade variation. Screens differ and so does light. A silk photographed under shop lights will not look identical on your phone at night.
• Weave irregularity. Slubs, small differences in zari and minor unevenness are characteristics of handloom cloth, not faults. A perfectly uniform saree is a machine-made one.
• Change of mind, including fit, drape or how a piece looks once it is on.

Genuine defects — holes, tears, running colour, a damaged border — are always our responsibility, and always covered.

Once a piece has been altered

A saree that has been to the tailor cannot be claimed. Once a fall or pico has been stitched, a blouse cut, or any alteration made, the piece is yours.

Please check a piece thoroughly, on video, before you send it for stitching. This is the single most common reason a claim has to be refused.

Orders cannot be cancelled

Once your payment has gone through and the order is booked, it cannot be cancelled. Please check the piece, the price and the delivery address on the checkout before you pay — that is the moment the order becomes final.

The only exceptions are on our side. If we cannot supply the piece, cannot deliver to your pin code, or find that a price was listed wrongly, we will tell you and refund you in full. That is us being unable to complete an order, not a cancellation.

Contact us

Everything to do with an order — delivery, damage, a wrong item — goes through WhatsApp on 9923032438. Please send your order number with your first message.

For anything you would rather have in writing: support@smartchoiceindia.com.

These are the only channels we monitor.