Last updated: 26/07/2026

Overview

This Return, Refund & Cancellation Policy ("Policy") applies to all purchases made through mathasilkhouse.online and at the physical store operated by Matha Silk House ("we", "us", "our"). This Policy forms part of, and should be read together with, our Terms and Conditions. By placing an order with us, whether online or in-store, you agree to be bound by this Policy.

Given the handcrafted, delicate, and often individually woven or dyed nature of our products — including silk sarees, churidhars, kurtis, and other garments — we follow a strict return and refund policy as set out below, except where a return, replacement, or refund is required under applicable Indian consumer protection law and cannot lawfully be excluded (see Section 10).

SECTION 1 — GENERAL POLICY: ALL SALES ARE FINAL

Except as expressly set out in Section 2 of this Policy, all sales made through our website and physical store are final. We do not accept returns, exchanges, or refunds for reasons including, but not limited to:

1.      change of mind after purchase;

2.      incorrect size, fit, or style selected by the customer;

3.      perceived difference in color, shade, texture, or shine due to screen/display settings, lighting, or photography;

4.      natural variation in handloom, silk, or dyed fabric, or minor variation in embroidery, zari work, tassels, or embellishment, as described in our Terms and Conditions;

5.      delay in delivery caused by the courier, customs authorities, or events beyond our control; or

6.      products correctly delivered but no longer wanted.

SECTION 2 — LIMITED CIRCUMSTANCES FOR RETURN OR REPLACEMENT

We will consider a return, replacement, or refund request only where ALL of the following conditions are met:

7.      The product received is genuinely defective (for example, torn fabric or a broken fastener not caused by the customer), is materially different from what was ordered (wrong product, size, or color sent by us), or was visibly damaged in transit.

8.      You notify us in writing at support@mathasilkhouse.online within 24 hours of delivery, providing your order number and clear photographs or video of the product and its packaging. For claims of transit damage or missing items, you must also provide an unedited, uninterrupted unboxing video showing the sealed package being opened.

9.      The product is unused, unworn, unwashed, unaltered, and in its original condition, with all original tags, labels, and packaging intact.

10.  The product is not a custom-stitched, made-to-measure, or altered item, and is not from a sale, clearance, or item marked "final sale" — all such items are strictly non-returnable and non-refundable.

11.  The product is not innerwear, an undergarment, or any similarly hygiene-sensitive item — such items are non-returnable and non-refundable under all circumstances for hygiene reasons.

A return request that does not meet every condition above will not be accepted, and no refund, replacement, or store credit will be issued.

SECTION 3 — MANDATORY QUALITY CHECK

Approval of a return request under Section 2 is provisional only. Once we receive the returned product, it will undergo a mandatory quality check at our premises before any refund, replacement, or store credit is issued. The product must clearly pass this check by confirming that:

12.  the defect or discrepancy reported matches our records and is consistent with a fault existing at the time of dispatch, and was not caused after delivery;

13.  the product is unused, unworn, unwashed, and undamaged by the customer, with all tags and original packaging intact; and

14.  the product has not been altered, tailored, resized, or tampered with in any way.

If the product fails the quality check for any reason — including but not limited to signs of use, washing, alteration, missing tags or packaging, or damage not attributable to us or the carrier — no refund, replacement, or store credit will be issued under any circumstances, and the product will be shipped back to you at your own cost. Our quality check determination is final.

SECTION 4 — CANCELLATIONS

15.  An online order may be cancelled only before it has been shipped, by contacting us immediately at support@mathasilkhouse.online or +91 6238561047 with your order number. Once an order has been shipped or handed over to the courier, it cannot be cancelled.

16.  Custom, made-to-measure, or made-to-order items cannot be cancelled once production or stitching has commenced, regardless of shipping status.

17.  We reserve the right to cancel any order at our sole discretion (for example, due to stock unavailability, suspected fraud, or a pricing error), in which case a full refund will be processed to your original payment method.

SECTION 5 — REFUND PROCESS AND TIMELINE

Where a refund is approved under this Policy, it will be processed to your original payment method through Razorpay within 7–10 business days of the product successfully passing our quality check under Section 3. We are not responsible for delays caused by your bank, card issuer, or payment provider. No cash refunds are issued for online orders.

SECTION 6 — RETURN SHIPPING

Where a return is approved under Section 2, you are responsible for shipping the product back to us securely in its original packaging, unless the return arises from our error (wrong item shipped) or confirmed transit damage, in which case we will arrange or reimburse reasonable return shipping at our discretion. We are not responsible for products lost or damaged in transit back to us, and recommend using a trackable, insured shipping method.

SECTION 7 — IN-STORE PURCHASES

Products purchased at our physical store are subject to the same conditions set out in this Policy. Any request for exchange or refund on an in-store purchase must be raised in person at our store within 24 hours of purchase, accompanied by the original bill, and is subject to the same mandatory quality check described in Section 3.

SECTION 8 — INTERNATIONAL ORDERS

Given the cost and complexity of international returns, international orders are non-returnable and non-refundable except where the product is confirmed defective or materially different from what was ordered, subject to the conditions in Sections 2 and 3. Customs duties, import taxes, and international shipping charges are non-refundable under all circumstances.

SECTION 9 — FRAUD AND MISUSE OF THIS POLICY

We reserve the right to refuse a return, exchange, refund, or future order from any customer where we reasonably suspect misuse of this Policy, including repeated or excessive return requests, use-and-return practices ("wardrobing"), or the provision of false or misleading claims in support of a return.

SECTION 10 — YOUR STATUTORY RIGHTS

Nothing in this Policy limits or excludes any right you may have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian consumer protection law that cannot lawfully be excluded or restricted by agreement.

SECTION 11 — CHANGES TO THIS POLICY

We reserve the right, at our sole discretion, to update or change this Policy at any time by posting the revised version on this page. Your continued use of our Service after such changes constitutes your acceptance of them.

SECTION 12 — CONTACT INFORMATION

For any questions regarding returns, refunds, or cancellations, please contact:

Matha Silk House

Ground and First Floor, 1387, 1388, Madapally Building, Ittiyappara, Pazhavangadi P.O, Ranni, Pathanamthitta, Kerala, 689673, India

Email: support@mathasilkhouse.online

Phone: +91 6238561047