Refund policy

Return & Refund Policy

Last updated: 31/08/2026

At Neel Lohit Handloom, we take immense pride in our products and pack every order with care to ensure it reaches you safely. We want you to love what you receive. This policy explains our return, refund, replacement, and cancellation process in a transparent and fair manner.

1. Product Quality and Natural Variations

At Neel Lohit Handloom, every product in our catalog is carefully selected and inspected before dispatch. We stand behind the quality of everything we sell.

All items are packed with care to ensure they reach you in the best possible condition. If you receive a product that is damaged or defective, you are entitled to a return, replacement, or refund as described in this policy.

Please note that minor variations in texture, color, finish, size, or appearance may naturally occur across products due to differences in materials, manufacturing batches, lighting conditions during photography, and display settings on your device. Such variations are a normal and inherent part of the production process and are not considered product defects. We make every effort to represent our products as accurately as possible through descriptions and photographs, but we cannot guarantee an exact match in every case.

We encourage you to reach out to us at email neel-lohit@outlook.com with a subject line of "Query regarding return and refund policy" before placing your order if you have specific concerns about color, size, or finish—we are happy to help you make the right choice.

2. Eligibility for Return

We accept replacement requests under the following conditions:

Reason	Eligible?	Timeline to Report
Manufacturing defect	✅ Yes — Replacement	Within 48 hours of delivery
Damage in transit	✅ Yes — Replacement	Within 24 hours of delivery
Wrong product delivered	✅ Yes — Replacement	Within 24 hours of delivery
Product does not fit/match expectations	❌ No	—
Bulk or customized orders	❌ Case by case	Contact us

Customer Contact Information Requirement: Customers must provide a valid and active email address or a working phone number linked to a messaging service such as WhatsApp. The provided contact details must be capable of receiving and sending messages, as we may use these details to communicate order, delivery, return, replacement, refund, or other service-related updates. Neel Lohit Handloom shall not be responsible for delays or communication failures arising from incorrect, inactive, inaccessible, or non-working contact details provided by the customer.

3. Conditions for Return

For a return or replacement to be accepted, the following conditions must be met:

The item must be unused, unwashed, and in its original condition.
All original packaging, tags, labels, accessories, and documents must be included.
A clear, continuous unboxing video of the product and outer box when being opened for the first time must be submitted at the time of raising the return request, especially for damaged, defective, or incorrect items. Please refer to Section 5 for the required unboxing video instructions.
The return request must be approved by our team before the item is picked up. Unapproved returns will not be processed.

4. How to Raise a Return or Replacement Request

To initiate a replacement, please contact us through any of the following channels within the applicable timeline:

Email: neel-lohit@outlook.com — with your Order Number and email subject as "Replacement/Refund Request," photographs/video of the issue, and a brief description.

WhatsApp: +91 7579458955 — message the Order Number and subject as "Replacement/Refund Request," photographs/video of the issue, and a brief description.

Our team will respond at the earliest upon receiving your request with an approval decision. Once approved, we will arrange a free doorstep reverse pick-up at a mutually convenient time.

⚠️ Please do not ship any item back to us without prior written approval from our team. Items returned without approval will not be accepted.

5. Damaged or Defective Items — Reporting Requirements

To help us verify and resolve issues fairly and quickly, a clear, continuous unboxing video is required for all damage, defect, or incorrect item claims.

The unboxing video must:

Start before the outer package is opened.
Clearly show all sides of the sealed package.
Show the shipping label and the overall condition of the package.
Capture the complete unboxing process without cuts or edits.
Clearly show the damage, defect, or incorrect item received.

⚠️ Unfortunately, claims submitted without a valid unboxing video may not be eligible for return, replacement, or refund.

If your package appears tampered with, damaged, or otherwise compromised upon delivery, please take an unboxing video before opening the box. This is critical to processing your claim.

Report damaged, defective, or wrong items within 24–48 hours of delivery (as per the table in Section 2). Claims reported beyond this window may not be accepted.

If you receive an SMS or email confirming delivery but have not physically received your parcel, please contact us within 24 hours so we can raise a dispute with our courier partner.

6. Refund and Resolution Options

Depending on the reason for return and the outcome of the quality check, we will offer one of the following resolutions:

6.1 Replacement

For manufacturing defects, transit damage, or wrong items—we will arrange a free reverse pick-up and send a replacement once the returned item is received and passes our quality check.

6.2 Payment Refund (where applicable)

In cases where a replacement or store credit is not suitable (such as if the product is discontinued), a refund to your original payment method (credit/debit card, UPI, net banking via Razorpay) will be processed within 7–10 business days of return receipt and quality check clearance, subject to your bank’s processing timelines.

For Cash on Delivery (COD) orders, refunds cannot be made in cash and will be processed only to a valid bank account designated by the customer for receiving the refund. The customer may be required to provide accurate bank account details, including the account holder’s name, account number, IFSC code, and any other information reasonably required to process the refund. Neel Lohit Handloom shall not be responsible for delays or failed transfers resulting from incorrect or incomplete bank account details provided by the customer.

Please note: Shipping charges paid at the time of placing the order are non-refundable.

7. Quality Check and Processing Timeline

All returned items go through a quality inspection upon receipt at our warehouse.

We aim to process all returns and issue resolutions within 14 business days of the item being picked up from your doorstep.

Returns that do not meet the conditions listed in Section 3 may be denied, and the item may be returned to you.

8. Order Cancellation

Orders can be cancelled within 1 hour of placing the order by contacting us through email at neel-lohit@outlook.com with a subject line "Order cancellation request" or by contacting us via WhatsApp at +91-7579458955.

Once 1 hour has elapsed from the time the order was placed, the order cannot be cancelled. Orders that have already been processed or shipped cannot be cancelled under any circumstances.

If you refuse to accept a packed/shipped order:

For prepaid orders: The order will be treated as a return, and two-way shipping costs may be deducted from your refund or store credit.

For COD orders: Neel Lohit Handloom reserves the right to deny or require prepayment for future orders from the same account.

Customized or bulk orders cannot be cancelled once production has commenced.

9. Partial Returns

If you wish to return only certain items from a multi-item order:

Clearly mention the specific items you wish to return in your return message/email.

When the pickup agent arrives, hand over only the approved partial items in their original condition and packaging.

A store credit or refund will be issued only for the approved items returned.

10. Serviceability Limitations

We use third-party courier partners (such as Delhivery, Shiprocket, and others) for deliveries and reverse pick-ups. In rare cases, your pincode may be temporarily unserviceable for reverse pickup. In such cases, the reverse pickup will be scheduled once your pincode becomes serviceable again, and we will keep you informed.

Neel Lohit Handloom is not liable for delays in shipping or delivery caused by third-party courier services. We will, however, extend our best support to ensure timely resolution.

11. Misuse and Repeated Returns

Neel Lohit Handloom reserves the right to deny return or exchange requests in the following cases:

Multiple return requests from the same account, indicating misuse of our return policy.
Repeated returns for the same order or product.
Returns of items that were previously flagged as non-returnable at the time of purchase.
A previous COD order that was cancelled at the doorstep.

We aim to treat all return requests fairly and in good faith, and we request the same from our customers.

12. Bulk and Customised Orders

The standard return and refund terms above do not apply to bulk or customized orders. Returns, replacements, and refunds for such orders will be evaluated and discussed on a case-by-case basis. Please contact us at neel-lohit@outlook.com with a subject of "Order cancellation request" for any concerns related to bulk or customized purchases.

13. Offline Stores

Orders placed on our online website cannot be returned at any physical offline store. All online orders must follow the return process described in this policy.

14. Dispute Resolution and Jurisdiction

We aim to resolve all disputes fairly, quickly, and amicably. If you have a concern that has not been resolved despite our best efforts, please write to our Grievance Officer:

Email: neel-lohit@outlook.com
Subject: Grievance Officer intervention request

In the event disputes cannot be resolved amicably, the courts at Kolkata, West Bengal, India, shall have exclusive jurisdiction over all matters arising from this Return & Refund Policy, in accordance with the laws of India.