We are committed to your complete satisfaction with every purchase. Silzari prides itself on the craftsmanship and quality of our Indian ethnic wear. Please review our policy carefully before placing your order, as it addresses specific scenarios unique to traditional and handmade garments.

1. Size Exchanges 

We understand that finding the perfect fit can be challenging when shopping for ethnic wear online. We offer a dedicated, complimentary service to ensure you receive the correct size.

A. Eligibility for Size Exchange

For a size exchange to be approved, you must adhere to the following strict conditions:

• Notification Window: You must initiate the exchange request within 7 calendar days of receiving your order (based on carrier delivery confirmation).

• Product Condition: Items must be absolutely unworn, unwashed, and completely unused. We conduct strict inspections for any signs of wear, including makeup, deodorant stains, perfume scents, or body odor.

• Original Components: All original price tags, care labels, and embellishment tags must be securely attached.

• Scope Limitation: Exchanges are only permitted for a different size of the exact same style and color.

• Availability: The exchange is subject to the availability of the requested size at the time the original return is processed.

B. How to Initiate a Size Exchange

Follow the steps below to quickly process your one complimentary size exchange per product:

For Registered Users:

1. Log in to your Silzari account.

2. Navigate to the "My Orders" section. Orders eligible for return/exchange will have the "Create Return/Exchange" button visible beside them.

3. Select the order containing the item you wish to exchange.

4. Click the "Create Return/Exchange" button and follow the prompts. Select "Size Exchange" and choose your desired new size.

5. Upon submitting, you will receive an automated email sharing your Return Merchandise Authorization (RMA) number.

6. Silzari will then arrange for a free reverse pick-up through our designated courier partner.

For Guest Users:

1. Contact our Customer Support Team immediately via email at support@silzari.com.

2. Provide your Order ID and clearly state the item you wish to exchange and the desired new size.

3. Our team will manually verify eligibility and provide you with an RMA number and arrange a reverse pick-up.

Important Note: We offer one (1) complimentary size exchange per individual product (SKU). Once the return is successfully initiated, please ensure the item is securely packed and ready for the courier.

2. Returns for Product Defects and Quality Guarantee

We take immense pride in our intricate craftsmanship and multi-stage quality control. If, despite our rigorous checks, you receive a defective or damaged item, we will ensure a seamless resolution at no cost to you.

A. Definition of a Defect 

This policy specifically covers the following issues that occurred prior to delivery:

• Manufacturing Flaws: Issues related to poor workmanship, such as unravelling seams or flawed stitching that compromises the garment's integrity. 

• Damage on Receipt: Observable tears, significant visible stains, or broken/missing major embellishments that occurred before delivery.

• Product Misrepresentation: Receiving an item that is significantly different from the product description (e.g., wrong color or style).

• Missing Components: If a promised component (e.g., unstitched blouse piece, dupatta) was not included.

Artisanal Variation (Not a Defect): Due to the handcrafted nature of many of our garments, which involves handloom weaving, hand-dyeing, and hand-embroidery, minor irregularities and variations in symmetry are expected and do not constitute a defect. Much like natural materials (such as leather developing a unique patina over time), these subtle distinctions in motifs, color shade, or placement are inherent to human craftsmanship and enhance the garment's unique character. A return or defect claim might not be accepted solely on the basis of a slight lack of perfect uniformity or symmetry in the embroidery or handwork.

B. Timeframe and Procedure for Defective Returns

1. Immediate Notification: You must contact us via email at support@silzari.com within 48 hours of receiving your order.

2. Provide Photographic Evidence: Your email must include clear, high-resolution photographs detailing the specific defect/damage and the original tags still attached.

3. Review and Approval: Our Quality Control team will review and approve your return within 48 business hours.

4. Reverse Pick-up: Upon approval, Silzari will arrange and bear the cost of the return shipment via reverse pick-up.

5. Resolution: Upon successful quality check at our warehouse, we will offer you a choice of a Full Refund or a Replacement (subject to availability).Refunds, if opted for, will be processed through the original mode of payment.

6. Product Security Tag - Every garment purchased from our website will carry a security tag that must be attached to the product for any kind of exchange or return, even if it is a return of a defective item, removal of this tag will nullify the ability of an exchange/return. 

3. Other Returns (Change of Mind / Event Cancellation)

We understand that circumstances change. If you need to return an item for reasons other than sizing or defects (such as change of mind, color preference, or event cancellation), returns are accepted under strict conditions and will incur fees.

A. Return Conditions (Strictly Enforced)

• Notification Window: You must contact us at support@silzari.com to request an RMA number within 7 calendar days of delivery.

• Shipment Deadline: The physical return package must be shipped back to our facility within 7 calendar days of the delivery date.

• Condition: Items must be unworn, unwashed, and in original condition with all tags attached and the original packaging intact.

B. Return Fees and Financial Responsibility

Returns for non-defect/non-size reasons will result in the following deductions from your refund:

• Restocking Fee: A 15% Restocking Fee will be deducted from your total refund amount.

• Original Shipping Cost: The original shipping and handling charges paid (if any)  at the time of purchase are non-refundable.

• Return Shipping Cost: The cost of shipping the product back to our facility shall be borne entirely by the customer.

C. How to Return for Other Reasons

Since these returns are customer-borne and not eligible for free reverse pickup, they require manual authorization via email:

1. Request RMA: Email us at support@silzari.com stating your Order ID and the item(s) you wish to return, along with the reason (e.g., Change of Mind).

2. Return Approval & Pickup Scheduling:
   Once approved, our team will confirm the return and arrange a pickup through our authorized logistics partner. You will receive return instructions and cost details via email within 24–48 business hours.

3. Packaging Requirements:All items must be returned in their original packaging, including tags, boxes, and any accompanying materials. Items not returned in original condition or packaging may not be eligible for a refund.

4. Pickup & Tracking:The return will be collected by our designated courier. The applicable return shipping charges will be deducted from your refund or charged separately, as communicated at the time of return approval.

4. Final Authority

Silzari reserves the right to reject any return or exchange that does not comply with the stated policies and timelines. All returns are subject to a final physical inspection upon arrival. If the product fails the inspection criteria (e.g., smells of perfume, has been worn, or is missing tags), the refund/exchange request will be denied. Silzari is not responsible for items lost or damaged during the customer's return transit process.