Return and refund policy
Our Exchange Policy
We offer exchanges only in the case of genuine manufacturing defects, and such requests must be raised within 24 hours of receiving the product. Please note that we do not offer refunds or accept returns. However, customers can opt for store credit, which can be used for any future purchases with no expiry.
Conditions for Exchange
To be eligible for an exchange, the following conditions must be met:
• You must send a clear unpacking video from start to finish, especially if reporting cuts, tears, or damage. A video starting with already-torn packaging will not be accepted as valid proof.
• The product must be unused, unwashed, and in its original condition with tags and packaging intact.
• Visible marks, cuts, alterations, or damage will lead to rejection of the exchange request.
• Exchange requests should be raised by emailing us at maasinme.business@gmail.com within 24 hours of delivery.
Pre-Order & Made-to-Order Items
Our pieces are often crafted on a pre-order basis, celebrating the beauty of traditional weaving. These items are not eligible for cancellation or refund once the order is placed, as they are created exclusively for you.
What’s Covered Under Exchange
You may request an exchange in the following situations:
• Wrong product received (different style/design than ordered)
• Manufacturing issues like weaving defects, missing elements (tassels, trims), or major flaws in finish
What’s Not Covered
The following issues are not eligible for return or exchange:
• Fabric quality complaints: We use premium-grade handloom silk and cotton. Please clarify fabric-related doubts before purchasing.
• Color or print variation: Slight differences in color or weave may occur due to lighting during photography or screen settings. This is a standard characteristic of handwoven textiles and not a defect.
• Delayed delivery due to courier delays or unforeseen events will not qualify for cancellations or refunds.
Special Damage Claims (within 24–48 hours)
For rare cases like:
• Cut, torn, or burnt fabric
• Holes or deep stains
• Incomplete or semi-stitched product (if applicable)
We require the following:
• A clear, uninterrupted video of the unpacking process
• Images of the damage
• A brief explanation of the issue
Our team will assess and respond with next steps.
After the Return is Received
Once we receive the returned item, our quality team will inspect it. If it meets the eligibility criteria, we’ll issue a replacement or store credit. If it doesn’t pass our quality checks, we will send the original item back to you.
If you are covering return shipping, please use an insured and trackable courier service. We cannot be responsible for lost or damaged returns in transit.
For any queries or concerns, please write to us at
maasinme.business@gmail.com
We appreciate your support and understanding as we strive to bring timeless, handmade elegance to your wardrobe.