Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customercare@thepanaya.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customercare@thepanaya.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@thepanaya.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customercare@thepanaya.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customercare@thepanaya.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@thepanaya.com.

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, 10:00 AM – 8:00 PM IST