Refund policy
Overview
At Ashmirah, we take great care to ensure every jewellery piece, saree, and other product reaches you in the best possible condition.
Some of our products are delicate, handmade, handloom-produced, or hygiene-sensitive. Returns are therefore handled in accordance with UK consumer protection laws and the conditions outlined below.
This policy applies to purchases made through our online store and does not affect your statutory rights under UK consumer law.
Right to Cancel (UK Online Orders)
When shopping online, you normally have the legal right to cancel your order within 14 days of receiving your item, in accordance with the UK Consumer Contracts Regulations.
Conditions for cancellation
- You must notify us of your decision to cancel within 14 days of delivery.
- After notifying us, the item must be returned within the applicable return period.
- Items should be returned unused, unworn, and with their original packaging, tags, and accessories wherever possible.
- You are responsible for return postage costs for change-of-mind cancellations.
- Original standard delivery charges will be refunded. Any additional amount paid for express or upgraded delivery is non-refundable.
Items excluded from the right to cancel
The right to cancel may not apply to:
- Earrings or other hygiene-sensitive items once their hygiene seal has been removed or opened.
- Personalised or custom-made items.
- Items sealed for hygiene reasons where the seal has been broken after delivery.
This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied, or not as described.
Sarees & Handloom Fabrics
At Ashmirah, we carefully inspect and pack every saree before dispatch.
Many of our sarees, particularly Mul Cotton, handloom, and traditionally woven sarees, are made using delicate fabrics and traditional weaving methods. As a result, they may naturally contain minor variations or irregularities.
Natural characteristics of the fabric
The following may occur naturally and are not normally considered manufacturing defects or damage:
- Small slubs or knots in the yarn.
- Slightly uneven weaving.
- Minor thread irregularities.
- Small variations in texture.
- Minor differences in weave or finish.
- Slight variations in colour caused by the dyeing process or nature of the fabric.
- Minor colour differences between the actual product and photographs due to lighting, photography, screen settings, or display differences.
These characteristics are common in delicate, handloom, Mul Cotton, and traditionally woven fabrics and form part of the individual character of the saree.
Where these characteristics have been clearly described and are consistent with the nature of the product, they will not normally be treated as faults for the purpose of a faulty-item claim.
This does not affect your statutory rights where a product is genuinely faulty, damaged, misdescribed, or not of satisfactory quality.
Genuine Damage or Defects
If your saree arrives with significant damage or a genuine defect, such as:
- A major tear.
- A significant stain.
- Substantial fabric damage.
- Any other substantial defect affecting the use or quality of the saree.
Please contact us as soon as possible.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights, which may include a refund, repair, or replacement depending on the circumstances.
Opening / Unboxing Video
We strongly require customers to record a continuous opening/unboxing video, particularly for saree orders, to help us investigate claims involving damage during delivery.
For the strongest evidence, the video should:
- Begin before the parcel is opened.
- Clearly show the unopened parcel and shipping label.
- Show the parcel being opened continuously without cuts, pauses, or edits.
- Clearly show the saree being removed from the package.
- Clearly show any alleged damage or issue.
An unboxing video provides important evidence that damage was present when the parcel was received and helps us process claims more quickly.
Reporting Saree Damage - Important
Please inspect your saree carefully immediately after receiving it. Any damage or issue must be reported to us within [48 hours] of delivery, along with the complete opening video and clear photographs/videos of the issue.
We reserve the right to determine whether an issue is a genuine manufacturing defect/damage or a natural characteristic of the fabric.
Thank you for understanding that delicate fabrics such as Mul Cotton may have natural imperfections that make each saree unique.
Damaged, Faulty, or Incorrect Items
If an item arrives damaged, is faulty, is incorrectly supplied, or does not match its description, you may be entitled to a remedy under the Consumer Rights Act 2015.
Please contact:
We recommend contacting us as soon as you discover the issue.
Please include
- Your full name.
- Order number.
- Description of the issue.
- Clear videos showing the problem.
Providing an opening video can help us assess transit damage more quickly. Where an opening video is unavailable, we may request other reasonable evidence.
Remedies
The remedy available will depend on the circumstances and your rights under UK consumer law.
Depending on when the fault is reported and the nature of the issue, this may include:
- A full refund.
- Replacement.
- Repair, where appropriate.
- Another remedy required under applicable consumer law.
Where Ashmirah accepts that an item is faulty, damaged, incorrect, or not as described, we will cover reasonable return postage costs where required.
Hygiene-Sensitive Items (Earrings)
For hygiene reasons, earrings may only be returned as a change-of-mind return if the hygiene seal and relevant sealed packaging remain unopened and intact.
If the hygiene seal has been removed or broken, we may be unable to accept a change-of-mind return.
This restriction does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied, or not as described.
Evidence & Condition of Returns
For change-of-mind returns, items should:
- Be unused and unworn.
- Include their original packaging, tags, and accessories wherever possible.
- Be returned in a condition consistent with reasonable inspection.
Customers are permitted to inspect an item in a similar way to how they could reasonably inspect it in a physical shop.
For change-of-mind returns, we may reduce the refund where the value of an item has been diminished because it has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning.
For faulty, damaged, incorrect, or misdescribed products, your statutory consumer rights continue to apply.
How to Request a Return
Please email:
Include:
- Your full name.
- Order number.
- Product you wish to return.
- Reason for the return.
- Photographs or videos where the product is damaged or faulty.
- Opening/unboxing video where available.
We will then provide you with return instructions.
Please contact us before returning an item wherever possible so that we can correctly identify and process your return.
Refunds
Approved refunds will be issued to the original payment method.
For change-of-mind cancellations, refunds will be processed within the period required under UK consumer law once the returned goods have been received, or once you provide appropriate evidence that the goods have been returned, where applicable.
For refunds relating to faulty goods, refunds will be issued without undue delay and within the applicable statutory timeframe.
Your bank, card provider, Shopify Payments, PayPal, or other payment provider may require additional processing time before the refund appears in your account.
If you believe a refund has been approved but has not been received within the expected timeframe, please contact us at:
Exchanges
We do not normally offer direct exchanges for change-of-mind returns.
Where an item is faulty, damaged, or incorrectly supplied, a replacement may be offered where appropriate and subject to availability.
Where a replacement is unavailable, or another remedy is required under UK consumer law, a refund or other applicable remedy will be provided.
Contact Us
For all return or refund enquiries, please contact:
You can also contact us through our Instagram page for general assistance.
For returns, refunds, faulty-product claims, or other formal requests, we recommend contacting us by email so that we have a clear record of your request.