1) Exchange and Refund Window

• Visible issues: notify us within 3 days of delivery (courier timestamp).
• Latent manufacturing defects: notify us within 14 days of delivery.
• Requests made after these periods may be declined unless mandatory law provides otherwise.

2) Eligibility Conditions (all must be met)

• Item unused, unwashed, unsoiled, unworn, with all tags and original packaging intact.
• No alterations or damage after delivery.
• Pre-approval (RA) issued by Hetraa before shipping back.
• Product passes Hetraa QC on receipt.
• One exchange per line item only.
• Hetraa may decline exchange/refund if returned item fails QC.

3) What Is Not a Defect (Craft and Color)

• Minor weave irregularities or dye marks are natural handloom traits, not defects.
• Color differences due to screens or lighting are not defects.
• If product materially differs from description/photos, a remedy applies per law.

4) Items Not Eligible (except if defective or wrong item)

• Customized or altered sarees (fall, pico, tassels, stitching, pre-pleated).
• Made-to-order or pre-order pieces.
• Final-sale or clearance items marked “Final Sale”.
• International orders except for wrong item shipped.

5) How to Request

• Email hetraadesigns@gmail.com within the applicable window with subject “Exchange or Refund — Order #[number]”.
• Share order number, issue photos, tags, and courier label.
• Unboxing video helpful but not mandatory.
• Wait for Return Authorization (RA) — do not dispatch without RA.

6) Shipping and Charges

• Reverse pickup at select PINs or self-ship via trackable service.
• Hetraa-fault cases: we bear return + re-ship costs.
• Other exchanges: customer pays two-way shipping.
• Hetraa not liable for lost customer-initiated parcels.

7) Inspection and Outcome

• QC within 48 hours after receipt.
• If approved: replacement or refund; other cases: one-time exchange or 12-month store credit.
• If declined: item returned to you with delivery charge.
• Refunds processed within 5–7 business days post-QC.

8) Cancellations, RTO and Refusals

• Pre-dispatch cancellation allowed within 2 hours or before dispatch confirmation.
• Failed delivery due to wrong address/unavailability → RTO; re-dispatch after prepaid freight.
• COD refusal = breach; future orders may require pre-payment and actual freight charge.

9) Fraud and Abuse

Hetraa may refuse service, cancel orders or block accounts for policy abuse or fraudulent claims.

10) Legal, Jurisdiction and Consumer Rights

• Governing law: India.
• Dispute jurisdiction: Ghaziabad, Uttar Pradesh (non-exclusive).
• Statutory consumer rights remain unaffected.

11) Grievance Officer (E-commerce Rules 2020)

We acknowledge grievances within 48 hours and resolve them within one month.

12) Disclosures and Contact

Privacy: Personal data for exchanges and refunds is handled per our Privacy Policy.