Return and Exchange Policy
Hetraa quality-checks every saree before dispatch. Because sarees are delicate apparel, we do not accept returns or refunds for change of mind, size or preference. Where a product is defective, damaged in transit, or incorrectly supplied, you may request a refund or replacement in accordance with this Policy and applicable law. For other approved cases, we offer a one-time exchange as set out below.
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)
Grievance Officer: Tara Rathi
Email: hetraadesigns@gmail.com
Phone: +91 93110 16400
Address: 810 Royce Sentosa, Rajnagar Extension, Ghaziabad UP
We acknowledge grievances within 48 hours and resolve them within one month.
12) Disclosures and Contact
Trading name: Hetraa
Customer Care: +91 93110 16400 (Mon–Sat 10:00–19:00)
Email: hetraadesigns@gmail.com
Website: https://hetraa.com
Privacy: Personal data for exchanges and refunds is handled per our Privacy Policy.