This policy sets out the circumstances in which an order may be cancelled, the period within which a delivered piece may be returned, and the basis on which refunds are made.
Scope. This policy applies to orders placed on utkarshita. It forms part of the Terms of Service and should be read with the Shipping Policy.
1.Cancellation
An order may be cancelled by the customer, from the order record in their account, at any time before the order has been dispatched.
- 1(a)Once an order has been dispatched it may no longer be cancelled. It may remain eligible for return under Section 2 following delivery.
- 1(b)An order paid by Cash on Delivery that is cancelled before dispatch is not charged.
2.Returns
An eligible piece may be returned within the return window stated on the order record following delivery. Each piece on an order carries its own return status and window; both are stated on the order record.
- 2(a)A return is initiated from the order record. The customer must identify the pieces to be returned and state a reason for each.
- 2(b)Return requests are reviewed by utkarshita, and the outcome and next steps are confirmed to the customer.
- 2(c)A returned piece must be received in its original condition.
3.Refunds
Where a return is approved and the piece is received in its original condition, utkarshita processes the refund.
- 3(a)For orders paid by Cash on Delivery, the refund is arranged with the customer directly.
- 3(b)For prepaid orders, once online payment is available, the refund is made to the original payment method.
4.Variation inherent to handloom
Handloom is made by hand. Variation in weave, motif and colour is a characteristic of the craft and is not treated as a defect. Pieces are documented and photographed with this in mind.