Refund policy

MAAYAA VARNNAM

Return & Refund Policy

Effective Date: July 2026 | Proprietor: M. Krishnan | Bangalore, Karnataka, India

At MAAYAA VARNNAM, we take deep pride in curating premium sarees and delivering them with care. Every piece is individually inspected before dispatch. We believe in a policy that is fair to our customers and honest about how we operate as a home-based luxury boutique.

1. Video Proof of Delivery — Our Mutual Protection Policy

MAAYAA VARNNAM follows a Video Proof Policy for all deliveries. This policy protects both the customer and us as a brand, and is a prerequisite for processing any return or damage claim.

Why We Have This Policy

Silk sarees are premium, high-value products. Without visual evidence, it is impossible to verify the condition in which a product left us versus how it was received.
A video record protects you as a customer — it ensures your genuine claim is processed without dispute.
It protects us as a brand against fraudulent return claims.
It ensures complete transparency in every transaction.

What You Must Do Upon Receiving Your Order

Step 1 — Start recording before opening
Begin your video BEFORE opening the parcel. Show the sealed package, our brand label, and the courier seal clearly.

Step 2 — Show all sides of the package
Pan the camera around the full outer packaging — top, bottom, and all four sides — before unsealing.

Step 3 — Open on camera continuously
Open the parcel without stopping or pausing the video. Do not cut or edit the footage.

Step 4 — Show the product fully
Unfold and display the saree completely on camera — fabric, borders, pallu, and zari work.

Step 5 — Keep the video safe
Do not delete the video. Upload it when contacting us for any return or damage claim.

⚠️ Important: Return and damage claims made WITHOUT an unboxing video will not be eligible for processing. This applies to all orders without exception. We strongly recommend this practice for your own protection.

Video Requirements

Video must be unedited and continuous — no cuts, pauses, or breaks.
Video must clearly show the sealed outer packaging before opening.
Video must show the product being removed and fully inspected.
Video must be recorded on the day of delivery.
Acceptable formats: MP4, MOV, AVI — shareable via WhatsApp or Google Drive link.

2. Situations Where Returns Are Accepted

We accept returns strictly in the following circumstances, subject to the Video Proof Policy above:

The product received is defective — visible tears, broken threads, damaged zari, or manufacturing defects.
The product received is materially different from what was shown on our website in terms of design, colour, or fabric type.
The wrong product was delivered — a different item, colour, or design than what was ordered.
The product was visibly damaged in transit — as evidenced by your unboxing video.

Note: We inspect every saree before dispatch and photograph it. Our dispatch records will be cross-referenced with your claim.

3. Situations Where Returns Are NOT Accepted

Returns will not be accepted in the following circumstances:

No unboxing video is provided — claims without video evidence cannot be processed.
The return request is raised more than 48 hours after delivery.
The product has been used, draped, washed, dry-cleaned, or altered in any way.
Original tags, packaging inserts, tissue wrap, or brand labels have been removed or tampered with.
The saree is returned without prior written approval from MAAYAA VARNNAM.
The product was purchased during a sale, promotional event, or at a discounted price.
Custom-ordered or personalised sarees — these are sourced to order and cannot be returned.
Colour variation due to screen display differences — we make every effort to photograph accurately, but minor colour differences are inherent to screen technology.
Natural textile variations — minor differences in weave density, zari placement, motif positioning, tassel finish, or handcrafted characteristics are not defects. These are natural attributes of handwoven and handcrafted sarees.
Voluntary returns — we do not accept returns simply because you changed your mind after purchase.

4. How to Raise a Return Request

If you believe your order qualifies for a return under Section 2 above, follow these steps:

Step 1 — Contact us within 48 hours
Email grievance@maayaavarnnam.com or WhatsApp us within 48 hours of delivery. Claims raised after 48 hours will not be accepted.

Step 2 — Share your unboxing video
Upload your continuous, unedited unboxing video via WhatsApp or Google Drive link. This is mandatory.

Step 3 — Provide order details
Share your Order ID, invoice number, and a brief description of the issue along with supporting photographs.

Step 4 — Await our review
Our team will review your submission within 2 business days and respond with our decision.

Step 5 — Ship the product back
If your return is approved, we will arrange reverse pickup. Do not ship the product back without our written approval.

Step 6 — Refund or replacement
Upon receipt and inspection of the returned product, your refund or replacement will be processed within 5–7 business days.

5. Refunds

Refund Method

Approved refunds will be credited to the original payment method used at the time of purchase:

UPI / Net Banking / Credit Card / Debit Card — refund within 5–7 business days.
The exact credit timeline may vary depending on your bank or payment provider.

Shipping Charges

Shipping charges are refundable only where the return is due to an error on our part — including defective, damaged, or incorrectly supplied products.
Shipping charges are non-refundable in all other circumstances.

Payment Gateway Charges

Payment gateway charges, if any, may be deducted only where legally permissible and only where the return is not due to our error.

Non-Refundable Situations

Return request raised after 48 hours of delivery.
No unboxing video provided.
Product returned without our prior written approval.
Product received in used, worn, washed, or customer-damaged condition.
Original packaging, tags, or labels not returned with the product.

6. Exchange Policy

We offer exchanges subject to stock availability at the time of the request. If the exact product is no longer available, store credit will be issued valid for 90 days from the date of issue. Store credit cannot be encashed.

7. Order Cancellation

Orders may be cancelled within 12 hours of placement, provided the order has not yet been dispatched.
Cancellation requests received after dispatch cannot be accepted under any circumstances.
Custom or personalised orders cannot be cancelled once confirmed and accepted by us.
To request a cancellation, contact us immediately at grievance@maayaavarnnam.com with your Order ID.

8. Your Consumer Rights

Nothing in this Return & Refund Policy limits, overrides, or waives any rights available to you as a consumer under the Consumer Protection Act, 2019 or any other applicable Indian law. In the case of a genuinely defective product, your statutory rights remain fully protected regardless of the conditions set out in this policy.

9. Contact & Grievance

Grievance Officer: M. Krishnan
Email: grievance@maayaavarnnam.com
WhatsApp: 9036901013
Response Time: Within 48 hours
Resolution Time: Within 30 days (as per Consumer Protection (E-Commerce) Rules, 2020)

MAAYAA VARNNAM™ | Bangalore, Karnataka, India | maayaavarnnam.com