Refund policy

Effective Date: October 17, 2025

At Madhuranga, operated by Uttam Threads Pvt Ltd ("we," "us," or "our"), we are dedicated to providing exceptional customer satisfaction with our premium designer clothes and accessories featuring unique handmade traditional artwork, crafted by artisans in India. Uttam Threads Pvt Ltd is based in Madhubani, Patna, and Bengaluru, India. Our products are meticulously made-to-order, incorporating intricate traditional techniques such as Madhubani paintings, block printing, embroidery, and other artisanal methods, which require significant time and skill. This Exchange and Return Policy outlines the terms for exchanges, returns, cancellations, and refunds to ensure transparency and fairness, including specific provisions for sizing selections, shipping delays, and handmade quality variations.

By placing an order on our website [www.madhuranga.in], you agree to the terms of this policy. We reserve the right to update this policy periodically; changes will be posted here with the updated effective date. Your continued use of our services constitutes acceptance of any revisions. Please review this policy carefully before making a purchase, as our made-to-order process limits flexibility in cancellations and refunds to preserve the integrity of our artisan-driven production.

This policy should be read in conjunction with our Shipping Policy, Privacy Policy, and Terms of Service. In case of any conflict, this policy prevails regarding exchanges and returns.

1. General Policy Overview

Our products are custom-manufactured upon order confirmation, which means each item is uniquely crafted based on your selections (e.g., size, color, and traditional artwork motifs). This personalized approach ensures authenticity but restricts standard retail return options. We do not offer cancellations or refunds once production begins, except in exceptional circumstances as detailed below.

No Routine Cancellations or Refunds: Due to the bespoke nature of our items, orders cannot be cancelled or refunded after acceptance and entry into production.
Exchange Focus: We prioritize exchanges for size, fit, or minor issues over returns, to minimize waste and support our artisans.
Quality Assurance: All products undergo rigorous quality checks before shipment. However, if issues arise post-delivery, we provide remedies as outlined.
Handmade Quality Variations: Because our products are entirely handmade by skilled artisans using traditional techniques, minor differences in the quality of work, such as slight variations in stitching density, color shades from natural dyes, motif alignment, or embroidery thickness, may appear. These are inherent to the artisanal process and reflect the unique character of each piece. Such minor differences shall not be grounds for cancellation, refund, exchange, or return.
Major Quality Defects: Only major differences or defects that cover large areas of the product (e.g., significant color bleeding affecting over 20% of the fabric, large gaps in embroidery, or structural flaws compromising usability) may qualify for refund, exchange, or repair at our discretion, subject to inspection.
Timeline Considerations: Manufacturing and shipping can take up to 45 days (as per our Shipping Policy), with refunds only considered if shipment exceeds 60 days from order confirmation, subject to exceptions for notified delays.
Sizing Options: Customers can select sizes from our standard size charts available on the website or provide custom measurements. Sizing choices impact exchange and alteration policies, as detailed in Section 4.

We encourage customers to double-check order details (e.g., measurements for handmade embroidered kurtas or accessory dimensions) at checkout to avoid post-purchase regrets. Our size charts include detailed bust, waist, hip, and length measurements, along with fit guides for traditional Indian garments. By ordering, you acknowledge and accept the natural variations in handmade products.

2. Cancellation Policy

Cancellations are only possible in a very narrow window before production commences.

Pre-Production Window: You may request cancellation within 24 hours of order confirmation, provided production has not started. If approved, a full refund will be issued to your original payment method within 7-10 business days.
Post-Production Initiation: Once the order is accepted and put into production (typically within 48 hours of confirmation), cancellations are not permitted. This is because artisans begin sourcing materials and crafting your specific item, incurring irreversible costs.
Special Early Requests: In exceptional cases, if you contact us very early in the production stage (e.g., within the first 2-3 days), we may, at our sole discretion, allow the order value (minus deductions for any incurred costs, such as material procurement or initial artisan labor—typically 10-20% of the order amount) to be converted into store credit. This credit will be reflected in your customer wallet on our website and can be used for future purchases of other items. Such requests must be made in writing via email, detailing the reason, and are subject to approval based on production status.
No Guarantees: Approval for such conversions is not guaranteed and depends on factors like order complexity (e.g., custom traditional artwork) and artisan commitments. Claims based on minor handmade variations will not qualify.

If your order involves multiple items, partial cancellations may be considered on a case-by-case basis before production.

3. Refund Policy

Refunds are limited to specific scenarios to account for our made-to-order model.

Eligibility for Refunds:

Delayed Shipment: If your product is not shipped within 60 days from order confirmation (extending beyond our standard 45-day fulfillment window), you may request a full refund. We will investigate the delay (e.g., due to artisan shortages or supply issues for traditional dyes) and process the refund if valid. Refunds will be issued to your original payment method within 7-14 business days.
Exception for Notified Delays: The 60-day refund clause will not apply if the shipping delay exceeds 60 days due to reasons such as seasonal rush, artisan shortage, or any other factors that were either clearly displayed on the website at the time of booking (e.g., extended timelines during festival seasons or high-demand periods) or if the customer was specifically informed of the potential delay after booking and consented to it via email confirmation or acknowledgment. In such cases, by proceeding with the order or acknowledging the notification, you waive the right to a refund based solely on the delay. We will provide alternative remedies, such as priority processing for future orders or wallet credits, at our discretion.
Non-Delivery: In rare cases of confirmed non-delivery (e.g., lost in transit as per our Shipping Policy), a full refund or reshipment option will be provided. - Major Quality Defects: Refunds may be available for major differences or defects covering large areas of the product, as determined by our quality team inspection. Minor variations inherent to handmade processes do not qualify.
Other Cases: Refunds are not available for change of mind, sizing errors (unless due to our fault), or minor variations in handmade artwork (e.g., slight color differences from natural dyes).
Refund Process: Submit requests via email with your order number, proof of issue (e.g., high-resolution photos clearly showing major defects), and reason. We aim to respond within 48 hours and process approved refunds promptly. Bank processing times may add 3-5 days. - Deductions: Any refunds may deduct shipping costs, customs fees (for international orders), and applicable taxes.
Payment Method: Refunds are issued to the original method; if unavailable (e.g., expired card), we may offer wallet credit instead.

Note: Promotional items, sale products, or those with heavy customizations (e.g., personalized Madhubani motifs) are non-refundable under any circumstances, except for major defects.

4. Exchange and Sizing Policy

We offer exchanges and alterations for eligible sizing issues to ensure you receive a product that fits properly. Sizing options are clearly outlined at checkout: customers may choose from our standard size charts (XS-XXL or equivalent, with detailed measurements) or provide custom sizes via a measurement form (e.g., bust, waist, hips, sleeve length, etc.). Exchanges for quality issues are limited to major defects only.

Standard Size Chart Selections: - If you select a size from our website's size charts and we deliver the wrong size (e.g., due to our processing error), you can request a free exchange within 15 days of delivery.
Eligibility: The exchanged item must be of the same design and value; size discrepancies must be verifiable against our charts. Minor handmade variations do not qualify for exchange.

Custom Size Selections:

If you provide custom measurements and the product does not match the requested dimensions (e.g., due to manufacturing variance exceeding acceptable tolerances of ±1-2 inches for traditional garments), we offer free size alterations upon return.
If the product is manufactured according to the exact custom sizes you provided (verified by our quality team), any requested alterations (e.g., tightening or lengthening) will be chargeable. Alteration fees start from INR 500-2000 depending on complexity (e.g., re-embroidering traditional artwork panels), plus return shipping costs.
Custom orders are non-exchangeable for change of mind or minor quality differences; alterations are the primary remedy for fit issues, and major defects may qualify for exchange.

General Exchange Eligibility:

Available within 15 days of delivery for incorrect size (as per above), manufacturing defects (major only), or wrong item shipped.
Not eligible: Change of mind, normal wear and tear, alterations by the customer, minor handmade variations, or differences inherent to artisanal processes.
International exchanges may incur additional shipping and customs costs, borne by the customer.

Exchange Process:

Contact us within 7 days of delivery via email or phone, providing order details, photos, measurements, and preferred resolution (exchange or alteration).
If approved, we will provide a return shipping label (for domestic India) or instructions (for international).
Return the item in original condition, with tags, packaging, and any accessories.
Upon receipt and inspection (typically 5-7 days), we will process the exchange or alteration and ship within 30-45 days, following our made-to-order process.
You will receive tracking updates throughout.

One-Time Exchange/Alteration: Limited to one per order to maintain efficiency.
Value Differences: If the exchange item costs more, you pay the difference; if less, the balance is credited to your wallet.
Measurement Accuracy: Customers are responsible for providing accurate custom measurements. We recommend consulting our fit guides or artisan advisors via chat for complex traditional silhouettes.

5. Return Process for Defects or Errors

Returns are accepted only for verifiable major defects, shipping errors, or other eligible issues, not for cancellations or minor handmade variations.

Steps:

Notify us within 7 days of delivery with evidence (e.g., high-resolution photos clearly demonstrating major defects covering large areas of the handmade artwork or product).
Await approval and return authorization (RA) number.
Ship back via our designated partner, ensuring the item is unused, unworn, and in original packaging.
We inspect upon receipt; if valid (major defect confirmed), process exchange/refund/alteration as applicable. Minor variations will be rejected.
Timeline: Inspection 3-5 days; resolution 7-14 days.

Shipping Costs:

We cover return shipping for domestic India if the issue is our fault (e.g., wrong standard size or major defect); otherwise, you bear the cost. International returns are at your expense.

6. Conditions for Returns and Exchanges

Item Condition: Must be unused, unwashed, with original tags, and free from odors, stains, or alterations. Handmade items should not show signs of wear.
Proof of Purchase: Required for all claims.
Time Limits: Notification within 7 days; physical return within 15 days of delivery.
Exclusions: Hygienic items (e.g., innerwear), heavily customized products, those damaged by misuse, or claims based on minor handmade quality differences.
Inspection Rights: We reserve the right to reject claims if items do not meet conditions, if custom measurements were inaccurately provided, or if the issue is deemed a minor artisanal variation rather than a major defect.

7. Damaged or Defective Products

If your item arrives damaged (e.g., torn fabric during transit) or defective:

Report immediately upon delivery with photos clearly showing the extent of the issue.
For major defects (e.g., large-area damage to traditional artwork), we will arrange pickup (domestic) or reimbursement for return shipping (international).
Remedies: Repair, replacement, alteration, or refund, based on severity and feasibility (e.g., repairing minor embroidery flaws does not qualify for refund but may for exchange if major). Minor transit damage may be covered by shipping insurance.

8. International Returns and Exchanges

Additional challenges apply due to customs and shipping.
You handle return shipping and any duties.
Refunds exclude international shipping fees.
We comply with export laws; returned cultural artifacts may require declarations.
Custom size alterations for international orders may involve extra fees for re-shipment. Major defects qualify similarly to domestic orders.

9. Wallet Credits

In special cases (e.g., early production stage adjustments or partial refunds):

Credits are added to your secure website wallet.
Usable for any future purchase, no expiry.
Non-transferable and non-cash redeemable.
View balance in your account dashboard.

10. Exceptions and Special Cases

Force Majeure: Delays or issues due to events beyond control (e.g., natural disasters affecting artisans) may extend timelines without refund eligibility.
Bulk Orders: Corporate or wholesale orders have customized policies; contact us pre-purchase.
Promotions: Items bought during sales may have restricted options.
Sizing Disputes: All size-related claims require submission of original measurements and photos for verification.
Quality Assessment: Our quality team determines if a variation is minor (non-eligible) or major (eligible), based on coverage area and impact on product usability.

11. Compliance with Laws

This policy adheres to Indian laws, including the Consumer Protection Act, 2019. Disputes are resolved amicably; if needed, under the jurisdiction of Bengaluru courts, India.

12. Contact Us

For exchange, return, refund, sizing, or quality inquiries:

Email: customercare@madhuranga.in
Phone: +91 9102776282
Address: Uttam Threads Pvt Ltd, offices in Madhubani, Patna, or Bengaluru, India.

Include your order number, original measurements (for custom sizes), detailed photos of any alleged defects, and "Exchange/Return/Quality Inquiry" for prompt assistance. Our team operates Monday to Saturday, 10 AM to 6 PM IST.

Thank you for supporting Madhuranga and our Indian artisans. We value your understanding of our policies, designed to sustain traditional craftsmanship—embracing its unique variations—while delivering quality and proper fit.