Refund policy

At Nila House, we aim to provide handcrafted products that are made with utmost attention to detail and great care that are met with the highest standards of sustainable practices and quality checks. All our Products are hand-woven and naturally dyed because of which You may find variations and irregularities in the fabric and the color. These are not necessarily defects but are integral to and characteristic of handcrafted and natural processes.

Given the nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case by case basis and we request you to get in touch with us via email (care@nilajaipur.com) within 48 hours of receipt of the order for a prompt resolution. Customers are requested to verify and review order(s) including colours, sizes, quantities, etc. of products before placing the order.

In order to maintain fairness to our artisans and craftspeople, as well as keep our prices fair, many items are "Final Sale." Please make it a point to understand which products are eligible for returns before purchasing. No Refund/ Exchange is offered for items on sale/discounted prices.

For the return/exchange to be processed, the following conditions have to be met -

All returns must be authorized and approved by us before you send the goods back. After the return request is accepted, for domestic orders (within India), we require the goods to reach us within 2 weeks of receipt of the order.
For International orders (outside India), we require the goods to reach us within 4 weeks of receipt of the order. LBF holds the right to reject any return/exchange if the Products reach the store after the stipulated time. For International orders, the cost of shipping for any product to be exchanged or returned has to be borne by the customer. Customs and taxes as applicable will also need to be paid by the customer. LBF will not take responsibility for any item withheld at customs for any reason.
The Product must not be worn, washed and must be returned in its original condition and accompanied by its original tags. We aim to process all returns within one week. Once your return is authorized and the product is received, we will process your refund.
The refund amount will be processed via the original mode of payment. LBF reserves the right to not accept returns in case the Product is used or damaged by You.

Before accepting delivery of any merchandise, please ensure that it is in good condition and has not been tampered with. In case you receive a package, which you believe was damaged in transit, please retain the original packaging (along with price tags, invoices, labels etc.) and send us a clear photo of it at care@nilajaipur.com for us to further investigate the matter along with mention of the order number. Additionally, please mention details about the damaged merchandise on the delivery receipt instead of signing it as 'received'.

Only for exchange and returns within Jaipur, items bought online can be returned or exchanged at our store in Jaipur.

Purchases made during sale and discounts are not eligible for any return or exchange.

Lady Bamford Foundation

C-86, Nila House, Prithviraj Road, C-Scheme, Jaipur-302001 (Rajasthan) INDIA

Place the item to return in the original box with the original shipment document. Customer service will notify you when we have received your returned Product through an email.

If the product is faulty/ damaged or wrongfully delivered, the cost of shipping for the return will be borne by LBF, Internationally, and Domestic. After reviewing the damaged products LBF will re-fulfill your order with the same or similar undamaged product. The cost of shipping the re-fulfilled order will also be borne by LBF.

If the return or exchange is on the basis of choosing another product or a return for any other reason whatsoever, then the return shipping cost will be borne by You. Unless the return or exchange is of the same product and of the same value, we will initiate the exchange. If not, You will be asked to return the product where the cost of the shipping will be borne by You and the process of starting a new order on our website will be required.

LBF will not be responsible or liable if any item you return is lost, misdirected or delivered late. As a result, You have to bear the risks of the shipping chosen, please retain proof of delivery confirmation.

All paperwork and the outside of the return box must be clearly marked as “returned goods- no commercial value” to ensure the order is returned to us swiftly with no extra charges.
We are not responsible for customs delays, taxes, and duties.
All items will require a signature upon delivery. If You decide to reject a parcel at the customs, LBF shall not be responsible for any refund.

Disclaimer:

All policies are subject to change without prior notice.

REFUNDS

All refunds will be processed by Lady Bamford Foundation through our payment gateway.

All refunds will be made via the same mode of payment within 7-10 days of receiving the goods back at the LBF office at Lady Bamford Foundation, C-86, Nila House, Prithviraj road, C-Scheme, Jaipur-302001 (Rajasthan) INDIA.

We reserve the right to forfeit the shipping costs incurred for onward shipping. Subject to the terms and conditions set out herein, in the event of a refund, the customer will be refunded for the product and not for reverse shipping cost.

No refunds would be given if the customer has provided a wrong or incomplete shipping address, there are 3 failed delivery attempts by our shipping agency and/or the package is refused by the recipient.

CUSTOMER CARE

To return or exchange a wrongfully delivered product or report a genuine quality/ manufacturing defect in the delivered product, please get in touch at care@nilajaipur.com within 48 hours of delivery. Share your order number, date of transaction, delivery address, and image of the wrongfully delivered or defective item with us at care@nilajaipur.com. You can even call us on +91 96020 34230 from Monday to Saturday - 10:00 am IST – 5:00 pm IST.

GRIEVANCE OFFICER

In accordance with Information Technology Act 2000 and rules made thereunder, the name and contact details of the Grievance Officer are provided below:

Name - Vatsla Batra

Available between - Monday to Saturday - 10:00 am IST – 5:00 pm IST

If you find any discrepancies or have any grievances in relation to the collection, storage, use, disclosure, and transfer of your information collected under the Privacy Policy, please contact the grievance officer.