Refund policy
Last Updated: May 2026
At Nainara, every Pure Pashmina creation is carefully handcrafted and inspected to ensure the highest standards of quality and craftsmanship. We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, please review our Return & Exchange Policy below.
Return Eligibility
We accept return requests for eligible products within 7 days of delivery.
To qualify for a return, the product must:
- Be unused, unworn, and unwashed
- Be in its original condition
- Have all original tags attached
- Include original packaging and accessories
- Not show any signs of wear, damage, alteration, or use
Products returned without original tags or packaging may not be eligible for a refund or exchange.
Non-Returnable Items
Due to the handcrafted and exclusive nature of our products, the following items cannot be returned or exchanged:
- Customized or personalized products
- Made-to-order items
- Altered products
- Gift cards
- Products purchased during final clearance or special sale events (unless defective or damaged)
- Items damaged due to improper use, storage, or handling by the customer
Exchange Policy
If you wish to exchange a product for another design, color, or collection, you may request an exchange within 7 days of receiving your order, subject to stock availability.
Exchange requests will be processed only after the returned item passes our quality inspection.
If the replacement item has a higher value, the customer must pay the price difference before shipment. If the replacement item has a lower value, the balance amount will be issued as store credit or refunded at Nainara's discretion.
Damaged or Incorrect Products
If you receive:
- A damaged product
- A defective product
- An incorrect item
Please contact us within 48 hours of delivery with:
- Order number
- Photographs of the product
- Images of the packaging
- A brief description of the issue
Upon verification, we will arrange a replacement, exchange, or refund as appropriate.
Return Process
To initiate a return or exchange request:
- Contact our customer support team.
- Provide your order number and reason for return.
- Wait for return authorization and instructions.
- Ship the product securely using the instructions provided.
- Once received, the product will undergo inspection.
- Approved refunds or exchanges will be processed accordingly.
Returns sent without prior authorization may not be accepted.
Refund Policy
Once the returned product has been received and inspected, we will notify you regarding the approval status of your refund.
If approved:
- Refunds will be issued to the original payment method used for purchase.
- Processing times may vary depending on the payment provider and banking institution.
- Shipping charges, duties, taxes, and other service fees are generally non-refundable unless the return is due to our error.
International Orders
For international purchases:
- Return shipping costs are the responsibility of the customer unless the product is damaged, defective, or incorrect.
- Any customs duties, import taxes, or shipping fees paid at the time of delivery are non-refundable.
- Customers are responsible for complying with local import and export regulations.
Handcrafted Product Variations
Every Nainara piece is handcrafted by skilled artisans using traditional Kashmiri techniques.
As a result:
- Minor variations in embroidery, weaving, motifs, color tones, and texture are natural characteristics of handmade craftsmanship.
- Such variations make each piece unique and are not considered manufacturing defects.
- Returns will not be accepted solely on the basis of these natural artisanal variations.
Cancellation Policy
Orders may be cancelled before they are processed or shipped.
Once an order has been dispatched, it cannot be cancelled and must follow the return procedure outlined in this policy.
Nainara reserves the right to cancel orders due to:
- Product unavailability
- Pricing errors
- Payment issues
- Suspected fraudulent activity
- Incomplete customer information
In such cases, any payment received will be refunded through the original payment method.
Quality Assurance
Every Nainara product undergoes careful quality inspection before shipment. We take pride in delivering authentic Pure Pashmina creations that reflect the heritage, artistry, and craftsmanship of Kashmir.
Contact Us
For any return, exchange, or refund-related inquiries, please contact:
Nainara Customer Support
Email: info@nainara.in
Website: Nainara