Refund and Cancellation
We believe in satisfying and delighting our customers. The product which we sell we belive that is the best customer can get at the price. Our return policy is made keeping our valuable customers in mind and hence we have easy transparent procedure for it. However we wish that you do not need to use the policy as far as possible but we do understand that under unforeseen conditions it is necessary to replace/return the product.
Item Received in Damaged Condition / Manufacturing Defect / Wrong Item Delivered:
If you have received damaged product or the wrong item, please mail us at Silkena.firstname.lastname@example.org with your order number and couple of pictures of the material within 7 Days of delivery.
We will try and replace the product as soon as possible or issue a full refund if you wish to.
At Silkena each product is quality checked, verified and then shipped to the customer but we understand that manual errors can happen and hence we refund the full cash amount.
Rs. 150 will be deducted for every item returned as pickup and processing fee.
Do not like the product / Product not as per the picture shown:
We understand that in some cases that you may not like the product which you have received or you feel that the product is different from what was shown. There might be several reasons for that. However we do have a flat 7 Day exchange in such cases.
Please mail at Silkena.email@example.com with order number and reason for return.
We will get back to you with exchange arrangements in 24-48 hours.
As soon as we receive the product in our warehouse you will get store credit which can be used to purchase anything else from the website.
Store credit is valid for lifetime. There is no expiry.
Note - Customer will have to courier back product on our address on itself.
Beads and Sequences coming off:
We hope that people who buy product with beads and sequences understand that it has tendency to come off. Even with good handling and shipping this cannot be avoided. Most of such problems can be avoided during stitching. Tailor can hide the part which has less sequences or he can fix it all together. Before returning the product please ask your tailor if it can be adjusted. Even if we replace such items there are high chances that you will receive similar product again.
Q- In how many days can I exchange the product? What are the conditions?
A- We have a 7 day free exchange policy from the date of delivery. You should keep the item in original packaging and not use it if you do not like. Any used products will not be taken back.
Q- How do I return a product? What is the process?
A- You can mail us at Silkena.firstname.lastname@example.org and our returns team will help you with the procedure to get the items back to us. Once we receive the package we will email you the full store credit to purchase any other product from the website. It takes 5-7 business days to complete the process of refund. Also, the exchange will be done only once. After that no exchange or return can be done.
Q- Is Shipping charge returned?
A- Shipping charge in any case is non-refundable.
Q- Can I get cash refund for my order ?
A- No. we issue store credit which can be used for any future purchases. Cash refund is only given if the product received is damaged.
Q- What happens if the item goes out of stock or there is bad Inventory?
A- If the item is out of stock when you try to order then the website will not let you know. In some cases of error there is wrong order place and you will be informed as soon as possible if the item is out of stock.
Q- Can I cancel the order after I order?
A- Yes you can cancel the order within 24 hours of your order. We normally ship in stock items the same day. Hence, please inform as soon as possible. If the item is shipped we will not be able to process the cancellation request.
Q- Can I change the shipping address of my order?
A- Yes you can. Please inform us within 24 hours in such cases. You can mail us at Silkena.email@example.com or call us at +91-8347349001.
Q- Do you provide warranty/guarantee for merchandise?
A- All our products are authentic and sourced directly from the vendors. In case you received a damaged product we will give full refund. There is no extra warranty associated with the products. If there is any it will be mentioned on the product page.
Q- Do you return and exchange the sale items?
A- We do not exchange / refund sale items.
General Returns Policy
You acknowledge that these terms of returns and cancellation are limited to direct sale by us to you and that these terms of returns and exchange are not available in case of a sale by third party and invoice which shall be governed by the terms of such sale. Items can be returned within 7 days from the date of delivery provided they are in the original packaging and unwashed, unopened, unused and undamaged. All damaged items must comply with our terms and conditions before refund is processed. To return or alter an item, the customer must write to us at Silkena.firstname.lastname@example.org, a prompt response is assured to such mails. Alternatively, the customer may even call at our customer care number+91-8347349001 which remains open MON - SAT (10AM - 7PM). In case of alteration request we will take care of any shipping cost that is incurred.
Our terms and conditions pertaining to returns and exchange is as follows:-
Items should be returned unused, unwashed, unopened, undamaged and with all tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer. Where provided, belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
Unidentified returns may be returned to the sender.
Goods are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. We have made every effort to display as accurately as possible the colours of our products that appear on the Site. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
All custom made designer product orders are non-returnable. All products under the section designers are non returnable, non-refundable.
Items may be cancelled completely if requested on our customer care within 2 hours of purchase. After which it is subject to Silkena and its on our discretion to cancel the order and refund the paid amount.
In case of wrong transaction or error in transaction while processing credit card online. The order will automatically be cancelled by us and the amount if charged any on credit card will be refunded back in voucher. Customers need to place a new order in such cases.
In case of returns we will provide a voucher worth the Invoice value which can be used to buy other product. Unless the product is damaged from our side we do not refund cash back. You will get a store credit or voucher worth the invoice value after deducting any non-refundable charges.
There is no cash return unless the product is damaged due to the company's packaging or shipping. We always provide you a store credit subtracting the restocking fee.
For International shipment we do not pick up in case of returns. Customer has to return it at his/her own expense. Once we receive the product we will send the store credit voucher to make another purchase. Shipping charges are non-refundable.
Any customized product is non-refundable and non-exchageable.
All exchange requests will be processed only till 7 days from the delivery date. After which there will no exchange. Mail us at Silkena.email@example.com for exchange requests. All such requests will be completed in 5 business days.
All sale items are non returnable, non-refundable, non-exchangeable. All such orders and won't be exchanged unless the product is damaged.
All stitched goods (any fabric on website) are non refundable and cannot be exchanged.
Exchange will be done only once. Exchanged product cannot be exchanged multiple times.
Cash refund request in following cases will not entertained and will only be exchanged.
Product is dull compared to photo seen on website.
Product is too light, too dark than the photo seen on website.
Product quality is not as mentioned on the website.
If you still have any questions about the returns procedure or buying from our website. Please mail us at Silkena.firstname.lastname@example.org and we will be happy to help you!