TERMS AND CONDITIONS - RETURN AND EXCHANGE

Order Processing Timespan:

All orders will be processed within 48 hours of the order date.

Pre-order Processing Timespan:

For all pre-orders, the processing time is approximately 30–60 business days.

Pre-Order Disclaimer:

  • Please note that all pre-ordered products require additional time for weaving, processing, and dispatch.
  • If an order contains a pre-order product, the order will take longer to process and dispatch than the usual delivery time.
  • We do not ship pre-order products separately. Orders that include a pre-order product will be shipped as a single order once the pre-order product is ready.
  • We kindly request that you consider the above conditions before placing a pre-order.

Cash on Delivery:

The cash-on-delivery option is available for orders up to ₹5,000.

Domestic Order Shipping Charge:

Shipping charges may vary based on the delivery location and order details.

Domestic Order Delivery Timespan:

  • The expected delivery time for domestic shipments is 5–8 business days from the dispatch date.
  • Please note that these timelines apply to standard orders only. Orders involving tailoring, pre-pleating, pre-orders, returns, and exchanges will require additional processing time, as applicable.

Terms and Conditions of Domestic Orders:

  • Customers should submit return requests within two weeks of delivery.
  • All domestic orders should include the correct address and a valid consignee number for OTP verification at the time of delivery.
  • If the customer's location is not easily accessible, such as a hill station or a remote area, delivery time may be longer than usual.
  • In rare cases, if we are unable to arrange return pick-ups due to remote or inaccessible areas, the customer can initiate returns by self-shipping only after communicating with the Customer Care team. Self-shipping returns will be accepted only after prior acknowledgement from our end.
  • We are reachable at onlinecustomercare@pothys.com and +91 89395 93990 / +91 89395 93996.
  • After self-shipping, customers can claim reimbursement by providing the courier receipt and their bank account details.

International Delivery Timeframe:

  • The expected delivery time for international shipments is 7–12 business days from the date of dispatch.
  • Please note that these timelines apply to standard orders. Orders involving tailoring, pre-orders, or other customisations will require additional processing time, as applicable.

Eligibility for Free International Shipping:

Free shipping applies to all international orders above Rs. 30,000 with a total weight not exceeding 10 kilograms.

Terms and Conditions of International Orders:

  • International orders are not eligible for returns or exchanges.
  • The customer is the importer of record and must adhere to all applicable laws and regulations of the destination country.
  • International orders are subject to import taxes, customs duties, and fees levied by the destination country. These additional charges vary by destination and are based on each country's local rules and regulations.
  • The international shipping recipient (consignee) is responsible for bearing any import taxes, customs duties, and other charges imposed by the recipient's country.
  • These charges are in addition to the actual product or order price and should be borne by the recipient.
  • Pothys Retail Private Limited has no control over these charges and cannot predict what they may be.
  • Pothys is not responsible for delivery delays caused by customs procedures or the customer's unavailability.
  • As customs policies vary, customers should check with the destination country's customs office or assigned courier partners, such as FedEx, DHL, or UPS.

Return and Refund Policy:

  • Customers can raise a return request directly from their orders window, which will automatically generate and send a return request email to us.
  • For any concerns or complaints related to products, such as damage, stains, missing products, size issues, or dissatisfaction, please email onlinecustomercare@pothys.com within two weeks of delivery, along with supporting evidence such as a clear unboxing video from start to end.
  • Upon verification of the clear unboxing video, we will review the issue and take necessary action.
  • We accept returns only if the product is accompanied by an intact price tag, the original packaging, a copy of the invoice, and is in proper condition (i.e., not unfolded).
  • If any discrepancies are found, a forfeiture of 10% of the product's original value will be deducted.
  • Returns are not eligible for products with customisation, such as stitching or pallu tasselling.
  • Returns are not accepted for products that have been used.
  • Refunds will be initiated only after the returned product is received at our warehouse and successfully passes our quality inspection.
  • We will initiate the refund within 2–3 days after the return quality inspection. Once initiated, the refund amount will reach the customer's bank account within 4–5 days, depending on the customer's bank processing time.
  • For failed deliveries or undelivered shipments, the refund will be initiated only after the product is returned to our facility. After the return inspection, the refund will be processed within 10 working days.

Exchange and Refund Policy:

  • Exchanges are accepted only within two weeks of order delivery.
  • Exchanges are not accepted for products that have been used.
  • Exchanges are not eligible for products with customisation, such as stitching or pallu tasselling.
  • We accept exchanges only if the product is accompanied by an intact price tag, the original packaging, a copy of the invoice, and is in proper condition (i.e., not unfolded).
  • If any discrepancies are found, a 10% forfeiture will be deducted from the product's original value.
  • Exchanges are accepted only after the product has been received at our facility and has successfully passed the quality check.
  • We process the redispatch of exchange orders within 2–3 business days.

General Terms and Conditions:

  • An unboxing video is mandatory for all orders.
  • Shipping costs are non-refundable for all orders.
  • Returns and refunds are available for all products, subject to our terms and conditions.
  • Product exchanges and replacements are available, subject to stock availability.
  • Store exchanges are permitted only after prior intimation via email and receipt of a formal acknowledgement from our team.
  • Pothys is not responsible for missing shipments due to an incorrect contact number, an inaccurate address, or prior disclosure of the OTP to the delivery person.
  • In exceptional cases, due to unforeseen reasons such as adverse weather, government strikes, high order volume, etc., there may be a slight delay in delivery compared to usual timelines.

Stitching Option:

  • The stitching option can be selected at the time of placing the order. Simply locate the "Stitching Options" tag above the "Add to cart" option and complete tailoring preferences in one go.
  • Returns and exchanges are not applicable to customised products, including stitching and saree tassels.

Tailoring Orders Delivery Timeframe:

  • Pre-Pleated Readymade Saree with Regular Blouse Stitching: 5 business days.
  • Embroidery Work: 7 business days.
  • Pre-Pleating (Ironing - Single Use) with Regular Blouse Stitching: 3 business days.
  • Pre-Pleating (Ironing - Single Use) with Embroidery Blouse Stitching: 7 business days.

Video Call Shopping Facility:

The video call shopping facility is available exclusively for viewing our showroom collections. This service is subject to prior appointment.

Click to shop via video call: https://www.pothys.com/pages/shop-via-video-call

Product Photography Disclaimer:

  • There may be slight differences in the colour and texture of the products. This may be due to variations in screen settings and other factors.
  • In handwoven sarees, there may be slight inconsistencies in the weaving. Since these are unique characteristics of handmade products and a mark of their originality, they are not considered defects.

Online Gift Voucher:

An online gift voucher is a digital code sent via email. Customers can use this code to make purchases on the official Pothys.com website.

Physical Gift Card:

Physical gift cards are delivered to the provided address. They can be used for purchases at Pothys showrooms and are valid for one year from the date of issue.

Gift Card Disclaimer:

  • Please note that gift cards are not valid at Pothys Swarna Mahal showrooms.
  • Customers can redeem gift cards exclusively at Pothys textile showrooms.

Contact Us:

For any queries or grievances, our dedicated customer support team is here to assist you throughout your purchase journey. Please reach out to us through either of the following two channels:

Call: +91 89395 93990 | +91 89395 93996

Email: onlinecustomercare@pothys.com

Support Hours: Monday to Sunday, 10:00 AM – 9:00 PM.