Cancellations and Refunds Policy
Last Updated: June 2025
At Sagshawal, we are committed to providing you with authentic Kashmiri shawls of the highest quality. We understand that sometimes circumstances may require order cancellations or returns. Please read our policy carefully to understand your rights and our procedures.
Order Cancellations
Before Shipment
- Free Cancellation: You may cancel your order free of charge within 24 hours of placing it, provided the order has not been dispatched.
- How to Cancel: Contact our customer service team at [email] or call [phone number] with your order number.
- Processing Time: Cancellation requests are processed within 2-3 business days.
- Refund Timeline: Full refund will be processed to your original payment method within 5-7 business days.
After Shipment
- Once your order has been shipped, it cannot be cancelled.
- You may return the item following our return policy outlined below.
Custom Orders
- No Cancellation: Custom or personalized shawls cannot be cancelled once production has begun (typically within 48 hours of order confirmation).
- Design Changes: Minor design modifications may be possible within the first 24 hours, subject to additional charges.
Returns and Refunds
Return Eligibility
Your item is eligible for return if it meets the following conditions:
- Timeframe: Item must be returned within 15 days of delivery
- Condition: Item must be unused, unwashed, and in original condition
- Packaging: Must include original tags, packaging, and authenticity certificate
- Documentation: Return request must be initiated through our website or customer service
Non-Returnable Items
The following items cannot be returned:
- Custom or personalized shawls
- Items damaged due to misuse or improper care
- Items without authenticity certificates or original tags
- Sale items marked as "Final Sale"
- Items used, washed, or altered in any way
Return Process
- Initiate Return: Contact our customer service team within 15 days of delivery
- Return Authorization: We will provide a Return Merchandise Authorization (RMA) number
- Package Item: Securely pack the item with all original components
- Ship Back: Send the item to our return address using a trackable shipping method
- Inspection: We will inspect the returned item within 3-5 business days
- Refund Processing: Approved refunds will be processed within 7-10 business days
Refund Methods
- Original Payment Method: Refunds will be credited to your original payment method
- Processing Time: 7-10 business days for credit cards, 10-15 business days for bank transfers
- Shipping Costs: Original shipping charges are non-refundable unless the return is due to our error
Exchanges
Exchange Policy
- Size/Color Exchange: Available within 15 days of delivery, subject to stock availability
- Condition Requirements: Same as return policy conditions
- Processing: Exchanges are processed as returns followed by new orders
- Shipping: Customer pays for return shipping; we cover shipping for the replacement item
Exchange Process
- Contact customer service to check availability of desired item
- Follow the return process outlined above
- Place a new order for the desired item
- Once we receive and approve your return, we'll ship the replacement
Quality Issues and Defects
Manufacturing Defects
- Coverage: We cover all manufacturing defects and quality issues
- Timeframe: Report defects within 7 days of delivery
- Resolution: Free return shipping, full refund, or replacement at customer's choice
- Process: Provide photos of the defect with your return request
Damage During Shipping
- Immediate Reporting: Report shipping damage within 48 hours of delivery
- Documentation: Provide photos of damaged packaging and item
- Resolution: Immediate replacement or full refund with free return shipping
International Orders
Return Shipping
- Customer Responsibility: International customers are responsible for return shipping costs
- Customs and Duties: Any customs duties or taxes on returned items are customer's responsibility
- Recommended Shipping: Use trackable international shipping services
Refund Processing
- Timeline: 10-15 business days for international refunds
- Currency: Refunds processed in original transaction currency
- Exchange Rates: Subject to current exchange rates at time of refund processing
Refund Amounts
Standard Returns
- Product Cost: Full product price refunded
- Original Shipping: Non-refundable (unless return is due to our error)
- Return Shipping: Customer's responsibility
Our Error
If the return is due to our error (wrong item, defective product, etc.):
- Full refund including original shipping costs
- Free return shipping label provided
- Expedited refund processing
Contact Information
For cancellations, returns, or any questions about this policy:
Customer Service
- Email: returns@sagshawal.com
- Phone: [Phone Number]
- Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST
- WhatsApp: [WhatsApp Number]
Return Address Sagshawal Returns Department [Complete Address] Kashmir, India
Important Notes
Artisan Craftsmanship
- Natural Variations: Slight variations in color, pattern, and texture are inherent to handcrafted items and are not considered defects
- Photography: Colors may vary slightly from website images due to lighting and screen settings
- Uniqueness: Each handcrafted shawl is unique, and exact replication is not always possible
Seasonal Considerations
- Peak Seasons: During festival seasons and winter months, processing times may be extended
- Weather Delays: Shipping and return processing may be affected by weather conditions in Kashmir
Policy Updates
- Modifications: This policy may be updated periodically
- Notification: Customers will be notified of significant policy changes
- Effective Date: Updated policies apply to orders placed after the effective date
By placing an order with Sagshawal, you acknowledge that you have read, understood, and agree to this Cancellations and Refunds Policy.
