Refund policy

Because Handmade is Heartfelt

At ElenSerica, every product is lovingly handcrafted by skilled artisans in Assam. Our pure handloom creations celebrate traditional weaving traditions, where slight variations in weave, texture, colour, and finishing are a natural part of the craft and make every piece truly unique.

We hope you cherish the authenticity of your handcrafted purchase. However, if you wish to cancel or return your order, we have a simple and transparent process in place.

Products Not Eligible for Return or Refund

The following are not eligible for return or refund:

  • Customised, personalised, altered, or made-to-order products, unless they are received damaged, defective, or incorrect.
  • Return requests submitted after 48 hours of Delivery.
  • Products that have been used, washed, altered, damaged after delivery, or show signs of wear.
  • Products returned without their original tags, packaging, or accessories.
  • Products returned without prior approval from ElenSerica.

Return Shipping Charges

If the return is due to an issue attributable to ElenSerica, such as:

  • Product received damaged
  • Wrong product received
  • Genuine manufacturing or quality defect
  • Product significantly different from its description

ElenSerica will bear the return shipping charges. Once the returned product passes our quality inspection, the eligible refund will be processed without deducting the return shipping cost.

For customer-initiated returns, such as “Not required anymore,” “Changed my mind,” or other reasons not attributable to ElenSerica, the applicable return shipping charges will be deducted from the refund amount.

Please Note

The following are not considered defects and are natural characteristics of handcrafted handloom products:

  • Minor variations in weave, texture, colour, motifs, or finishing.
  • Slight colour differences caused by photography, lighting, or differences in screen settings.
  • Loose threads or natural handloom irregularities that do not affect the usability or quality of the product.

These characteristics celebrate the authenticity of handmade craftsmanship and are not considered manufacturing defects.

Courier Refusal Policy

For Partial Cash on Delivery (COD) and fully prepaid orders, if the shipment is refused or not accepted at the time of delivery for reasons other than courier damage or our shipping error, only 50% of the amount paid will be refunded.

Refund Process

Once the returned product is received and successfully passes our quality inspection:

  • Approved refunds will be processed to the original payment method used while placing the order.
  • Original shipping charges (if applicable) are non-refundable and will be deducted from the refund amount.
  • Refunds will be initiated only after the returned product has been inspected and approved by our quality team.
  • ElenSerica reserves the right to decline any return or refund request if the returned product does not meet the conditions outlined in this policy.

Refund Timeline

       1. Prepaid Orders 

  • Once the returned product is received and successfully passes our quality inspection, the refund will be initiated within 2–3 working days.
  • After the refund is initiated, it may take an additional 7–10 working days to reflect in the customer's original payment method, depending on the bank or payment provider.
  • Refunds will be processed only to the original payment method used for the order.
  • A confirmation will be shared with the customer once the refund has been initiated.

       2. Partial COD Orders

  • For approved returns, the refund will be processed to the customer's verified bank account or UPI details.
  • The refund will be initiated within 3–5 working days after the return has been received and approved following quality inspection.

       3. Refund Eligibility

  • Refunds are subject to the terms and conditions mentioned in our Return & Refund Policy.
  • Any applicable deductions, including shipping charges or other charges specified in the policy, will be adjusted before the refund is processed.
  • For partial COD orders, refused deliveries/RTOs, and other exceptional cases, refund amounts will be governed by the applicable terms stated in our Return & Refund Policy.

Order Cancellation Policy

We understand that plans can change. Customers may cancel their order directly through their customer account on our website within 24 hours of placing the order, provided the order has not been shipped.

If the cancellation request is submitted within the eligible time frame and the order has not been dispatched, the cancellation will be processed and a full refund will be initiated to the original payment method.

Please Note:

  • Cancellation requests can only be submitted within 24 hours of placing the order.
  • Orders that have already been shipped cannot be cancelled.
  • Customised, personalised, altered, or made-to-order products cannot be cancelled once production has commenced.
  • Approved cancellation refunds will be processed to the original payment method.

  • ElenSerica reserves the right to decline cancellation requests that do not meet the conditions outlined in this policy.



Need Assistance?

For any questions regarding cancellations, returns, or refunds, please contact us:

Instagram: @elenserica

WhatsApp: +91-7002153184