Refund policy

Refund, Return & Exchange Policy – Heritage Banaras Luxury

At Heritage Banaras Luxury, every piece we create carries the soul of Banaras—handwoven with care, tradition, and time. Because our products are crafted in limited quantities using pure, delicate fabrics, they require thoughtful handling at every stage.
To ensure fairness for both our customers and our artisans, we follow the policy outlined below.

We kindly request that you read this carefully before placing your order.

1. About Our Products

  • Each product is handwoven and often one of a kind

  • Our fabrics are pure, delicate, and intricately crafted

  • Many orders include custom finishes such as tassels, fall pico, or stitching

Due to the artisanal and customized nature of our products, cancellations, returns, or exchanges are possible only in rare and genuine cases.

2. Cancellation Policy

You may request a cancellation before your order is dispatched, subject to the following conditions:

Cancellations Are Allowed If:

  • The order has not yet been shipped

  • No tassels and/or fall pico have been added at your request

  • The product is unstitched (such as saris, stoles, or dupattas)

Cancellations Are Not Allowed For:

  • Fabrics sold by the meter

  • Pre-stitched or ready-made garments

  • Orders confirmed with any customization

Refund for Cancellations

  • The cancelled amount will be issued as store credit, redeemable on future purchases

  • If you prefer a refund to your bank/card, payment gateway, or bank charges will be deducted before processing

3. Return Policy

Returns are accepted only in the following situations:

  • Manufacturing defects

  • Incorrect product received

Please Note

  • Slight color variations may occur due to lighting, screen resolution, or fabric texture and are not considered defects

  • Apparel/garments and fabrics are non-returnable

How to Request a Return

  • Email us at helmofbanarasi@gmail.com

  • Requests must be made within 48 hours of receiving the order

  • Requests raised after 48 hours will not be considered

If your parcel appears tampered with, damaged, or unsealed, we recommend not accepting the delivery. Please contact us immediately via email or call +91 9580476958.
For damaged products, please share:

  • Clear photos and Video of the product

  • Video of the outer packaging

4. Return Approval & Process

  • All return requests are reviewed within 5 working days

  • Once approved, the product must be sent back:

    • In its original packaging

    • With the original bill

    • With all tags intact

    • Within 5 days of approval

Returns that do not meet these conditions may not be accepted.

5. Refund Processing

  • Refunds are initiated within 7 working days after the returned item is received and inspected

  • You may choose:

    • Store credit (recommended for faster processing)

    • Refund to the original debit/credit card

Please Keep in Mind

  • Return shipping charges and applicable stocking fees are the customer’s responsibility

  • Bank and payment gateway processing times may vary and are beyond our control

6. Exchange Policy

Exchanges are possible only if:

  • No tassels and/or fall pico have been added

  • The product is unused, unopened, and untried

Exchange Limitations

  • All apparel is custom-made and cannot be exchanged

  • Fabrics cut from full yardage are not eligible for exchange

  • Products that have been opened, unfolded, or tried on cannot be exchanged

For International Orders

  • Customs duties and taxes (both incoming and outgoing) are to be borne by the customer

  • Two-way shipping charges apply for overseas exchanges

7. Return Address

B-21/197-B1-k,225-34-k-2  Ashfaq Nagarm Kamachha 
Varanasi, Uttar Pradesh, 221010
India

8. Final Notes

  • Every product goes through strict quality checks before dispatch

  • Minor irregularities are a natural part of handwoven craftsmanship and add to the charm of the textile

  • This policy may be updated without prior notice

  • Placing an order implies acceptance of this policy

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