Refund policy

1. Final-sale policy

All purchases from Nira by Origin are final. We do not accept returns or exchanges merely because:

  • You changed your mind;

  • You no longer require the product;

  • You selected the wrong colour, design, size or variant;

  • The product does not match personal preferences or styling expectations; or

  • A gift recipient does not wish to keep the product.

Every product is subjected to a quality-control inspection before dispatch.

Nothing in this Policy excludes a remedy that must be provided under applicable consumer law, including where goods are defective, damaged, incorrect, spurious, materially different from their description or otherwise not in conformity with the order.

2. Product characteristics that are not ordinarily defects

Many Nira products may be handcrafted, handwoven, hand-dyed, embroidered or made using artisanal techniques. The following may be natural characteristics rather than defects:

  • Minor variations in weave, texture, thread or embroidery;

  • Slight irregularities associated with handmade work;

  • Small differences in colour placement or motif alignment;

  • Minor variations between pieces or batches;

  • Slubs, knots or weave variations characteristic of the fabric;

  • Colour differences caused by lighting, photography or screen settings.

We aim to represent products accurately, but the colour shown on a device may differ slightly from the physical product.

These characteristics will not ordinarily qualify for a return or refund unless the item is materially defective, damaged or significantly different from its description.

3. Eligible product issues

Subject to inspection and applicable law, we will consider a remedy where:

  • The product arrived damaged;

  • The product has a manufacturing defect;

  • A wrong product or variant was delivered;

  • An item is missing from the shipment;

  • The product is materially different from the description or agreed specifications; or

  • Another remedy is required under applicable law.

4. Reporting an eligible issue

Please contact us at origin.enquiries@gmail.com or on +91 87148 23331 within 48 hours of delivery and provide:

  • Your name and order number;

  • A clear description of the issue;

  • Photographs showing the entire product and the affected area;

  • Photographs of the packaging and shipping label; and

  • An unboxing video, if available.

The reporting period assists with verification and courier claims and does not override non-waivable statutory rights.

The product must be kept unused, unwashed, unworn and unaltered, with its original tags, packaging and accessories, unless the nature of the defect makes this unreasonable.

Do not send a product back without written instructions from us. Unauthorised shipments may be refused or returned.

5. Inspection and resolution

We may request additional photographs, video, measurements or other information reasonably necessary to assess the issue.

Once the claim is verified, we may offer an appropriate remedy such as:

  • Replacement with the same product;

  • Replacement with an equivalent product;

  • Correction of a made-to-order issue where reasonably possible;

  • Store credit, with your agreement; or

  • A full or partial refund.

The remedy will depend on the nature of the issue, product availability and applicable law. Where law gives the customer a specific remedy, that right will prevail.

If a return is authorised because of our error or an eligible product defect, we will provide return instructions and bear the reasonable return-shipping cost.

6. Items not eligible under the voluntary policy

Except where a mandatory legal remedy applies, we do not accept returns or exchanges for:

  • Change-of-mind purchases;

  • Made-to-order, customised, personalised or altered products;

  • Products made using measurements or specifications supplied or approved by the customer;

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

  • Products without their original tags or packaging;

  • Products with fall, pico, blouse stitching or other post-purchase alterations;

  • Products damaged through improper care, storage or use;

  • Minor handmade or handloom variations; or

  • Colour differences caused only by screen or lighting conditions.

7. Order cancellations

Cancellation requests are considered only at the following stages:

  • Ready-made products: Before the order has been dispatched or handed to the courier.

  • Made-to-order products: Before production has started.

Production of a made-to-order item may begin shortly after confirmation. Customers wishing to request cancellation should therefore contact us immediately.

A cancellation request is not automatically approved. We will confirm whether it can still be accommodated based on the order’s processing or production status.

If accepted, a cancellation charge equal to 5% of the total order amount will be deducted, and the remaining amount will be refunded to the original payment method.

The cancellation charge will apply only to the extent permitted by applicable law. Any reciprocal obligation imposed on us by applicable law in relation to a cancellation initiated by us will be honoured.

Once a ready-made product has been dispatched, or production of a made-to-order product has begun, the order cannot ordinarily be cancelled.

8. Cancellation by Nira by Origin

We may cancel an order before fulfilment where:

  • The product is unavailable;

  • A material pricing or listing error occurred;

  • Payment could not be verified;

  • The order appears fraudulent or unauthorised;

  • The delivery address is not serviceable;

  • Required customisation information was not supplied;

  • The order violates these Terms; or

  • Fulfilment is prevented by circumstances beyond our reasonable control.

If we cancel a prepaid order, the amount collected will be refunded in full to the original payment method, together with any additional remedy required by applicable law. We will not be responsible for benefits, discounts or indirect losses arising solely from the cancellation, except where the law provides otherwise.

9. Payment failures

If an attempted payment fails but an amount is debited from your account, the reversal or refund is generally initiated automatically.

The amount will be refunded in full to the original source account within 7 working days. Your bank, card issuer, payment service or UPI provider may require additional time to display the credit.

If the amount is not credited after this period, contact us with the transaction reference and order details.

10. Refund processing

Approved refunds will ordinarily be sent to the original payment method.

After we initiate a refund, the time required for it to appear in your account depends on the bank, payment gateway, card network or financial institution. We cannot credit a refund to an unrelated account or payment method unless permitted by law and verified by us.

Any cancellation fee, deduction or partial refund will be clearly communicated before processing.

11. Abuse and fraudulent claims

We may reject a claim supported by materially false, altered or misleading information. We may also restrict future purchases where there is reasonable evidence of fraud, repeated misuse or abuse of the claim process.

This does not affect a genuine customer’s rights under applicable law.

12. Grievances

For a return, refund or cancellation complaint, contact:

Grievance Officer: [Insert full name before publication]
Designation: Grievance Officer, Nira by Origin
Email: origin.enquiries@gmail.com
Phone: +91 87148 23331
Address: Origin, 54/621, KMRRA – 20, K Murali Road, Kumaranashan Nagar, Kochi, Ernakulam, Kerala – 682017, India

We will acknowledge consumer grievances within 48 hours and seek to resolve them within one month, subject to the nature and complexity of the matter.