Return Policy

Return & Exchange Policy

1. Overview and Eligibility

We at Quetzal Saree strive to ensure the utmost quality of every handloom product delivered. We accept returns or exchanges only under the following limited conditions:

  • Manufacturing Defect: The saree has a significant, verifiable defect present upon arrival.

  • Wrong Item Shipped: The product delivered is incorrect (wrong design or colour) compared to your order.

  • Damaged in Transit: The product is received in a physically damaged condition.

To be eligible for a return/exchange, your item must meet all the following criteria:

  • The return request must be initiated within 3 days of the delivery date.

  • The product must be unused, unwashed, unworn, and unaltered.

  • The product must be returned in its original packaging with all original tags, labels, and the original invoice/bill attached.

2. Mandatory Unboxing Video Requirement (Strict Policy)

To protect both the customer and the business against fraudulent returns, a mandatory, continuous, unedited video recording is required for all return claims.

  • Video Proof Required: The video must show the package in its original, sealed condition and continuously capture the entire process of opening the box and unwrapping the saree until the defect or error is clearly visible.

  • Proof of No Wear: The video must clearly show the product in its new, unused condition, confirming that the saree has not been worn, washed, or used for any function. Claims cannot be processed without this mandatory video evidence.

  • Denied Returns: Any claim lacking this unedited unboxing video proof, or any claim where the product shows clear signs of wear, perfume, stains, or alteration (e.g., fall and picot added, tassels removed) will be rejected, and the item will be shipped back to the customer at their expense.

3. How to Initiate a Return

  1. Contact Us: Send an email to contact@quetzalsaree.com within 3 days of delivery.

  2. Provide Details: Include your Order ID, the reason for the return, and attach the mandatory Unboxing Video and clear photographs of the defect/damage.

  3. Review: Our team will review your request and video proof (which may take up to 2 business days).

  4. Reverse Pickup: If the claim is approved, we will arrange for a reverse pickup of the item. Please ensure the product is packed securely.

  5. Quality Check: Once we receive the product, it will undergo a final quality check to confirm the condition and the stated issue.

4. Refunds and Processing

  • Approved Returns: If the return is approved after the final quality check, the refund will be processed to your original payment method within 7-10 business days.

  • Shipping Costs: We will cover the cost of the reverse pickup only if the return is due to a verified defect or wrong product shipped.

Please Note: We do not offer returns or refunds for colour perception differences, minor variations in the handloom weave (as detailed in our Precautions Policy), or if the customer changes their mind.