Refund policy

Last Updated: June 2026

At The Panaya, every Banarasi saree is carefully handwoven by skilled artisans and undergoes quality checks before dispatch. We are committed to providing an exceptional shopping experience while preserving the value and authenticity of our handcrafted products.

Please review our Return Policy carefully before making a purchase.

Return Eligibility

The Panaya accepts returns only for orders delivered within India.

To be eligible for a return:

  • A return request must be submitted within 7 days of delivery.

  • The product must be unused, unworn, unwashed, and unaltered.

  • All original tags, Silk Mark labels (if applicable), certificates, packaging, and accessories must remain intact.

  • The product must be returned in the same condition in which it was delivered.

All return requests are subject to inspection and approval by The Panaya.

Non-Returnable Products

The following items are not eligible for return:

  • Customized or made-to-order products.

  • Products that have been worn, washed, altered, or damaged after delivery.

  • Products without original tags, labels, certificates, or packaging.

  • Gift cards.

  • Products purchased during final sale, clearance, or promotional events unless received damaged or incorrect.

  • International orders.

International Orders

The Panaya does not accept returns for international orders.

Due to customs regulations, international shipping costs, import duties, and cross-border logistics, all international purchases are considered final once dispatched.

Customers are encouraged to carefully review product descriptions, images, specifications, and measurements before placing an international order.

Return Request Process

To initiate a return:

  1. Contact our customer support team within 7 days of receiving your order.

  2. Provide your order number and reason for the return request.

  3. Share photographs if requested by our team.

  4. Wait for return approval and instructions before shipping the product.

Returns sent without prior authorization may not be accepted.

Return Shipping

If a return request is approved, customers may be responsible for securely packaging and shipping the product back to The Panaya unless otherwise advised.

The Panaya reserves the right to arrange return pickup services where available.

Product Inspection

All returned products are inspected upon receipt.

If the returned item does not meet the eligibility conditions outlined in this policy, the return request may be rejected and the product may be shipped back to the customer.

Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery.

To help us investigate and resolve the issue promptly, please provide:

  • Your order number

  • Clear photographs of the product

  • Photographs of the packaging

  • Photographs of the shipping label

Claims submitted after 48 hours of delivery may not be eligible for review.

Return Approval

Approval of a return request does not automatically guarantee a refund. Refund eligibility is governed by our Refund Policy and is subject to successful inspection of
the returned product.

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Refund Policy

Last Updated: June 2026

At The Panaya, customer satisfaction is important to us. This Refund Policy outlines the circumstances under which refunds may be approved and the process followed for issuing refunds.

Refund Eligibility

Refunds may be approved under the following circumstances:

  • An approved return has been received and successfully inspected.

  • A damaged or defective product has been verified by our team.

  • An incorrect product was delivered.

  • An eligible order was cancelled before dispatch.

All refund requests are subject to review and approval by The Panaya.

Non-Refundable Items

Refunds will not be issued for:

  • International orders after dispatch.

  • Customized or made-to-order products.

  • Products returned in used, washed, altered, or damaged condition.

  • Products returned without original tags, certificates, packaging, or accessories.

  • Clearance, final-sale, or promotional products unless received damaged or incorrect.

International Orders

The Panaya does not offer refunds for international orders once they have been dispatched.

International customers are encouraged to carefully review product descriptions, specifications, images, and measurements before placing an order.

Exceptions may be considered only if:

  • The wrong product was delivered.

  • The product arrived damaged in transit.

Such claims must be reported within 48 hours of delivery with supporting photographs.

Refund Process

Once an approved return is received:

  1. The product will undergo inspection.

  2. The return will be verified against the original request.

  3. The refund will be approved if all conditions are met.

  4. A confirmation email will be sent once the refund is initiated.

Refund Timeline

Approved refunds are generally processed within:

  • 5–7 business days for inspection and approval.

  • An additional 7–10 business days for the amount to reflect in the original payment method.

Actual timelines may vary depending on the customer's bank or payment provider.

Refund Method

Refunds will be issued to the original payment method used at checkout.

The Panaya does not provide cash refunds.

Shipping Charges

Original shipping charges are generally non-refundable unless:

  • A damaged product was delivered.

  • An incorrect product was delivered.

  • The error occurred due to The Panaya.

Contact Us

For return & refund related assistance, please contact:

The Panaya

Email: customercare@thepanaya.com

Phone: +91 9980245549

Business Hours:
All Days, 10:30 AM – 8:00 PM IST