Refund and Returns Policy

Last updated on May 15, 2024

Cancellation | Return | Exchange Policy

At awatram.com we intend to make your shopping experience as flawless as possible while selecting and buying your favorite Indian Ethnic and Western Outfits.

Despite our best efforts to keep our customers happy, there are times when this is possible and you might feel the need to return your product for any circumstances beyond your or our control.

We have listed everything below about our Cancellation and Return policy so that in case you do decide to cancel your order or seek refunds, you do not face a problem.

Pre-Shipment Cancellations

Q: Can I cancel my order in case I change my mind after ordering?

A:  Yes, you can choose to cancel all Non-Ready to Ship products only.

• Pre-Shipment order Cancellation can be done within 24 hours of placing an order. You either cancel your order through the website my account or send an email at

  For Website Order cancellation: awatramsons@gmail.com

Note: Once 24 hours have passed the cancellation option will not be available for non-ready to ship products.

• We will initiate 100% refund of your money and a confirmation of the same will be sent to you via email. If you want to replace with other products/categories get in touch with our support team via email.
• Please note that Ready To Ship orders are not eligible for cancellations as once orders are received they gone under the order fulfillment process.

 Q: Why a “24 Hour” deadline for cancellation?

A: As soon as your order is confirmed, action is initiated at our end. The process of picking, packaging, customizing and logistics start, and the ordered product in most cases has already passed through a couple of phases.

Q: And what if I cancel after 24 hours of ordering?

A: Well, we have a provision for that too but do remember – orders canceled post 24 hours of confirmation are dealt with on a case-to-case basis by our Customer Care team depending on the degree of process completion.

1. We provide the refund for all such orders in the form of a Store Credit (in form of a Gift Card) only. This Store Credit (Gift Card) is redeemable on our Website when you place an order within 90 days after the order is canceled. After 90 days you are not eligible to use the credit.
2. Please note that it takes a maximum of 2 working days for us to cancel your order request, and once your order is canceled we will send you a notification via email.

Q: Could there be a delay at Awatram because of “unforeseen circumstances”?

A: We try our best to assure that your ordered products are shipped out to you in the promised time, but at times there are chances of delay in processing due to unavailability of stock, or other unavoidable circumstances. In such a situation, we will send you a formal communication requesting you to :

1. Accept a Store Credit of equivalent value which you may use to purchase an alternate Ethnic Fashion Statement
2. Opt to receive a refund of your money.

Q: But if I am unable to find an alternative product on your website/store?

 A: In such cases, we ensure that a complete refund (inclusive of the product cost and shipping charges) is initiated at the earliest sans any deductions. We also offer compensation by way of Store Credit or discount coupon depending upon the order value and delay in communication.

 Q: Oops! I “missed” adding a critical detail while placing the order. Possibility of correcting it?

 A: No worries. Such situations are often encountered when customers forget to :

1. Update their complete shipping details.
2. Update measurement attributes
3. Verify or give their consent if required on certain pending notifications within the requested time

As a policy, we try and reach out to our esteemed customers via their registered e-mail addresses. In case of non-receipt of any response, we try and give them a call. If we do not get a response in 15 days, we issue a Non-refundable Store Credit against the cancellation of the order which the customers can use to place future orders with us. We share an update on the same via email as well.

Remember, we try and keep our customers posted at each and every stage of their order with us and it really helps to have your input at the right time.

Returns after Order Delivered

Q: I received the order. But there’s an issue. Can I return my ordered items?

A: Yes you can. At awatram.com, we don’t believe in cheating customers, but we treat them as happy family members. We  put our hard efforts to deliver your orders in the best possible condition but there’s always a possibility that

1. Item(s) may get damaged during transit
2. There may be a manufacturing defect that didn’t get noticed during the packing
3. A wrong item is shipped out to you by mistake.

Q: How soon should I get back to you?

A: Please reach out to us within 48 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defects, or any other issues.

Q: In what scenarios would you not accept any returns?

• A: Kindly be informed that any product purchased from our ‘Sale’ Ranging from 20% – 50% Duration will not be returned under the Returns Policy except if it’s an error on behalf relating to a manufacturing defect or a wrong item has been shipped out to you by mistake.
• We do not accept any returns if the product is dispatched to us after 7 days of receiving the shipment, so please make sure you report the matter to us, and dispatch the product at the earliest once we accept the return request.
• Kindly do not dispatch the products before receiving a “Return Accepted” Confirmation email from us, we will not be able to entertain such requests.

1. If the product is made to order.
2. If the Product is customized according to your sizes ( Why we don’t accept it because its customized as per your sizes and not be suitable for selling again, Also measurement is done with your confirmation and sizes you have provided with our tailor master )
3. If a slight color variation is available (Like 19% to 20% variation) Each screen has a different resolution.
4. If a customer doesn’t accept a parcel at the time of delivery.
5. If the product is not liked by customers

Please Note: After receiving if not liked by customers and want to exchange or return they have to return it from their side. In this case, re-pick service will not be provided.

Q: What are the steps of returning any item ordered from awatram.com?

 A: 

1. Informing Awatram: In case you have any complaints regarding the product you have received, please ensure that you report it to us within 48 hours of receiving the product.
2. A confirmation email from Awatram: You will receive an acknowledgment e-mail from us confirming a Return Authorization, within 2-3 business days. Please do not ship items before you receive this email from us. We will be unable to process any “Items Returned” without the Return Authorization Reference.

 Please note: In case needed, we’d request you for a digital picture of the item for our internal review to be able to process your request.

1. Shipping Back the Items

When Shipping back the items: 

• As would be advised in our return authorization e-mail, please send the items to us preferably through a reputed, registered courier/airmail service only to avoid any transit-related issues.
• Please try and ensure that you retain all the packaging material along with the product. Do not remove tags, stickers, etc. Unless you are sure you want to keep the product. The presence of original tags is a must to process returns.
• Please do not forget to mark the packaging as “Defective Items for Returns” and “not for sale”.

1. Item Receipt and Inspection at Awatram Warehouse

As a policy, our teams shall examine the products on return and identify the defects/variations as indicated by you.

1. Proposed solutions post receipt of returned items

Post-inspection of the returned item(s), our Customer Care team will propose remedial solutions to you on a case to case basis:

1. Choosing an alternate Ethnic Treasure as a replacement of equal value
2. Store Credit to be used later for shopping on awatram.com
3. Refund as decided on a case to case basis

Q: What would be my options if there was an error by Awatram?

A: We will duly acknowledge the issue and you would always be welcome to decide from proceeding with:

1. An Item Replacement
2. Issuance of a Store Credit
3. A Refund of order value

Q: What will be the value of Refund/Store Credit in case I opt for the same?

A: 100% of the value of the goods including Shipping Costs and Stitching charges (as applicable on case to case basis) will be ensured.

In any case, the refunds will not exceed the actual amount paid by you.

If needed to return in that case customers have to return the same from their side, after receiving we will adjust the return amount if required in special cases. In specific situations, customers have to cooperate.

Q: But I had to pay the courier service for shipping the item back!

A: If we end up making an error in spite of best efforts, the extra shipping cost incurred during the return of the product will be refunded. In any other case, the Shipping Charges and other expenses would be borne by you.

Q: That’s great. But are there any reasons you might not provide me with all 3 options or no option?

A: Awatram Customer Care representative will reach out to you with limited alternatives for the below cases:

1. If you do choose to return the product for any reason apart from an inadvertent mistake from our side.

The refund will be processed in the form of a Store Credit redeemable during your next purchase with awatram.com. In case you had opted for Free Stitching or a Free Shipping scheme while ordering the item under question, the Cost of Shipping and Stitching will be deducted from the refund amount.

1. If there was a Delay due to Natural Calamities or the Government’s Intervention

There are times when the delivery of the goods is delayed due to unforeseen circumstances such as natural calamity, Snowfall, Flood, Earthquake, tsunami, public holiday, etc. In such a case Awatram shall not refund, return or exchange any order on request.

1. In case you realize that you might have made an error while ordering or providing measurements, we would ask you to bear the additional charges of shipping and stitching, and in very rare cases cost of replacement of fabric, if any.

Q: How long does it usually take for Returned Items to reach back to the Awatram Warehouse?

A: International shipments usually take between 6 to 8 weeks in transit if done through postal service. Any shipment returned within India takes 5-7 days to reach if sent through courier. The exact time taken for transit would depend on the nature of the product and your location.

MORE DETAILS ABOUT REFUNDS

Q: I’m thinking about seeking a Refund. Are there any specific points to know?

A: The Refund will be initiated within 2 (business) days if you choose this option, which will be credited back to you as per your bank/credit card guidelines.

Q: And how long will the refund process take?

A: Payments and Transfers are dependent on Banks and Local Laws. We’ve still attempted to estimate the time it might take to get your funds reimbursed below:

Q: Are there any reasons there could be a delay at the Bank/Credit Card companies end?

A: 1) For transactions made using Debit/Credit cards, the time taken for refunds depends solely on the service provider.

2) For customers transacting via Nationalized Banks, please expect a bit of delay in processing since they tend to have longer lead times.

3) Please be apprised that Banks send an SMS to customers for a credit amount of more than INR 5000 only. In case your refund is less than INR 5000 kindly check your bank or credit card account confirming receipt of funds.

4) In case you used a Coupon Code or a Store Credit to place your order, the refund will be made in the same form. No cash refunds can be made in such a case as per governing laws.

Q: What about charges levied by Banks, Credit Cards companies and Local Taxes?

A: Credit Card Fees:

Please note that Credit Card refunds involve an admin/credit card commission of 10% of the final order value (5% while accepting and 5% while refunding). This cost will be deducted from the value of the refund.

An alternate solution is an awatram.com Store Credit, which nullifies the Credit Card Commission charge and therefore makes it possible for us to issue a Store Credit equivalent to the final accepted value of creditable funds.

Bank Transfers:

For orders placed using Bank Transfers, refunds would be issued only as Store Credits.

International Transaction Fees:

Cross Border or, International Transaction Fees, if any charged by the respective bank from your credit or debit card will not be refunded. Please note these are hidden charges levied by your bank on you, and not by us. Customers must contact their bank for additional information on these charges

Local Taxes:

The VAT / Custom Duty / Local Taxes / Import Duties are borne directly by the customer as per local laws, to be paid at the time of delivery as advised by the respective courier partner. We will not refund any such charges, if applicable during order delivery.

Feeling dazed? Don’t fret, you can reach out to our Customer Care Representatives for step-by-step clarity on all points above by:

 In case you have any issues or concerns, please reach out to us over the phone at +91 751 233 0477 or mail at awatramsons@gmail.com