Policy overview
We check every garment before it leaves us. Because clothing is chosen for personal fit and taste, we do not accept returns for a change of mind, personal preference or a size selected by the customer. We do help, promptly, when an item arrives damaged, defective, incorrect or different from its description.
This page explains our voluntary policy and how to report a problem. Your statutory consumer rights always apply in addition to it (see Your statutory consumer rights below).
Voluntary return eligibility
Under our voluntary policy we accept return requests for items that arrive physically damaged. We also accept requests, as required by law, for items that are defective, incorrect (a different product, colour or size from the one you ordered), materially different from the product description, or otherwise not in conformity with your order.
Damaged product complaints
If your parcel or product arrives damaged, please contact us at vastravaibhavam2026@gmail.com as soon as you can. We recommend reporting transit damage within 48 hours of delivery, because early reports are much easier to investigate with our courier partner. Reporting later does not take away your statutory rights; we will still review the claim on its evidence.
Defective or incorrect product claims
If you receive a defective item, the wrong item, the wrong size or colour from what you ordered, or an item that does not match its description, please contact us in the same way. These claims are covered by law whether or not they involve transit damage.
Unboxing video instructions
Please record an unboxing video. Please record a clear, continuous unboxing video from the moment you begin opening the sealed package. Keep the product, original packaging, shipping label, and invoice until any issue has been resolved. This video helps us verify damaged-product claims.
A helpful unboxing video shows:
- the sealed package before it is opened;
- the shipping label, where appropriate;
- the package being opened;
- the product being taken out; and
- the visible condition of the product.
We may use the video to investigate damage or suspected tampering in transit. A video is strongly recommended but is not mandatory: if you do not have one, we will review your claim using photographs, delivery records and any other reasonable evidence. We will not reject a valid claim solely because there is no unboxing video.
Reporting an issue
Email vastravaibhavam2026@gmail.com with the subject line “Damaged / incorrect item – Order number”. If you are signed in, the Report a damaged or incorrect item button on your order page prepares this email for you with your order details. Support hours: [support hours to be confirmed].
Required evidence
Please include whatever of the following you have:
- your order number;
- the name and mobile number on the order;
- the product name;
- a short description of the damage or problem;
- clear photographs of the product, including any damage or label;
- the continuous unboxing video; and
- a photograph of the shipping package and label.
Large videos can be shared through a link (for example Google Drive) in your email. Please share only what is needed for the claim.
Review and verification
We will acknowledge your email and review the evidence. We may ask for more information or, where necessary, arrange for the item to be inspected. We will then confirm the outcome and the resolution offered.
Return shipping procedure
Please do not send any item back until we have authorised the return and given you the return address and instructions. Where a return is needed for an approved claim, we will either arrange a pickup or explain how to send the item back. For claims that we approve as damaged, defective or incorrect, you will not bear the return shipping cost.
Keep the item unused, with its tags, original packaging and invoice, until the claim is resolved.
Replacement eligibility
For an approved claim we will offer a replacement of the same product, size and colour where it is in stock. If a replacement is not available, or if you prefer it in a case where the law entitles you to a refund, we will refund you instead.
Refund procedure
Refunds are issued after the claim is approved and, where we have asked for the item back, after we receive and check it. We will confirm by WhatsApp once the refund has been initiated.
Refund method
- Online payments are refunded to the original payment method through our payment partner, Razorpay.
- Cash-on-delivery orders are refunded by bank transfer or UPI to the account details you share with us for this purpose.
Refund processing timeline
We initiate approved refunds [refund processing timeline to be confirmed]. After that, the time for the money to reach you depends on your bank or payment provider.
Non-returnable discretionary purchases
Under our voluntary policy we do not ordinarily accept returns for:
- a change of mind;
- dislike of the colour or design, where it matches the product description and photographs within normal variation;
- an incorrect size selected by the customer (please check the size guide before ordering);
- personal preference;
- products damaged after delivery through misuse, improper washing or wear; and
- products altered, stitched or customised after delivery.
Ordinary variations disclosed in the product description (for example natural differences in handloom texture or a slight colour difference due to lighting and screens) are not treated as defects. These restrictions never override your statutory remedies for goods that are defective, deficient, not as described or otherwise non-conforming.
Your statutory consumer rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. If goods are defective, deficient, spurious, not as described, or are not delivered within the time promised (except where the delay is caused by circumstances beyond our control), you remain entitled to the remedies the law provides, including a replacement or refund as applicable, whether or not the situation is covered by our voluntary policy described here.
We do not charge a fee for processing a valid complaint.
Business support contact
Email: vastravaibhavam2026@gmail.com
Phone: +91 95508 55589
WhatsApp: +919550855589
Hours: [support hours to be confirmed]
Grievance escalation
If you are not satisfied with how your complaint was handled, you can raise a grievance with our Grievance Officer. We acknowledge grievances within 48 hours and aim to resolve them within one month of receipt. See Grievance Redressal. You may also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.