Cancellation, Returns, Exchanges & Refunds

Last Updated: 24 September 2026

At SoftSilkz, we want you to have a smooth shopping experience. This policy explains when an order can be cancelled, returned, exchanged or refunded.

1. Order Cancellation

You may request cancellation of an order before it is dispatched.

Cancellation requests can be submitted through:

Email: [SUPPORT EMAIL]
Phone/WhatsApp: [PHONE NUMBER]

Once an order has been dispatched, cancellation may not be possible.

If cancellation is approved after payment has been received, the eligible refund will be processed through the applicable payment method.

2. Return Eligibility

A product may be eligible for return where:

1. The wrong product was delivered;
2. The product received is materially different from the product ordered;
3. The product has a manufacturing defect;
4. The product was damaged during delivery;
5. An item is missing from the order; or
6. Another return reason is expressly covered by the product listing or applicable law.

3. Return Conditions

Unless otherwise stated, returned products should be:

1. Unused;
2. Unwashed;
3. Unaltered;
4. In original condition;
5. With original packaging and tags, where applicable; and
6. Accompanied by the order details.

Products that have been used, washed, damaged after delivery, altered, stained or otherwise not returned in an eligible condition may not qualify for return where permitted by applicable law.

4. Return Request Period

Customers should report eligible return issues within [X DAYS] of delivery.

For damaged, incorrect or missing products, customers are strongly advised to contact SoftSilkz as soon as possible after delivery and provide photographs or video evidence where requested.

5. Product Damage

If your package or product appears damaged:

1. Take photographs/video of the package and product;
2. Keep the original packaging;
3. Contact SoftSilkz customer support;
4. Provide your order number; and
5. Provide photographs/video when requested.

We will review the issue and provide the appropriate resolution.

6. Colour and Textile Variations

Sarees may have minor differences in colour, texture, weaving, print, embroidery, zari and finishing.

Colours may also appear different depending on your screen and lighting.

Minor variations inherent to the textile or manufacturing process are not necessarily defects.

However, a product that is materially different from its description or materially defective may qualify for an appropriate remedy.

7. Exchange

Where exchange is offered for an eligible product, exchange is subject to:

1. Product availability;
2. Return eligibility;
3. Product condition; and
4. The applicable exchange procedure.

If the replacement product is unavailable, SoftSilkz may offer another appropriate resolution, including refund where applicable.

8. Non-Returnable Products

Certain products may be identified as non-returnable on the product page because of their nature, customisation, hygiene considerations or other applicable reasons.

Any such restriction will be communicated before purchase where required.

A non-returnable designation does not remove statutory consumer rights relating to defective, damaged or misdescribed goods.

9. Refunds

Where a refund is approved, SoftSilkz will initiate the refund according to the applicable payment method and internal processing timelines.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, UPI provider or payment service provider.

10. Return Shipping

Where the return is due to an error attributable to SoftSilkz or an eligible product issue, SoftSilkz may arrange or reimburse return shipping as applicable.

For customer-requested returns that are permitted under a specific product or promotional policy, applicable return shipping charges may apply if disclosed before purchase.

11. Refund for Failed or Cancelled Orders

If an order is cancelled by SoftSilkz after successful payment and a refund is applicable, the eligible amount will be refunded through the applicable payment channel.

12. How to Contact Us

For return, exchange or refund assistance:

SoftSilkz Customer Support
Email: [CONTACT@SOFTSILKZ.COM]
Phone/WhatsApp: [+91 9787339099]
Support Hours: [10.00AM to 5.00PM]