Dhanya Lifestyle · Legal
Returns & Replacements
Last updated 28 October 2026
We are a manufacturer, not a catalogue with a returns chute — but being a manufacturer means standing behind every piece that leaves the atelier. This policy draws the line where it honestly sits: genuine defects and transit damage are made right, quickly and without argument; the natural variance of handcraft is not a defect, and pretending otherwise would eventually make every piece identical, which is the one thing this label will never be.
1. The inspection window — seven working days
Inspect every consignment within seven working days of delivery. It is the window in which claims for transit damage or manufacturing defects must reach the Exports Desk — with your order reference and photographs of the issue, including the shipping carton where damage is transit-related. Claims after seven working days are reviewed on their facts, but production accountability is easiest to establish early, and photographs within the window settle almost everything amicably.
2. Genuine defects and transit damage
Where a claim is established — a construction fault, a fabric flaw that passed QC wrongly, or cartons crushed in transit — you choose the remedy, and we execute it: replacement pieces dispatched on the earliest available production slot at our cost, a credit against your next order, or a refund for the affected pieces. Freight on returned defect pieces is ours. This section is deliberately short because the policy is deliberately simple.
3. What is not a defect: the honest variance of handwork
Three variances are signatures of the craft, and each has a line. Colour: natural fibres dyed in small batches vary within a reasonable tolerance, and every display renders colour differently — a shade variance within tolerance is not a defect. Motif placement and hand embroidery: two karigars finish two pieces, and the finesse of a hand is visible in the work; uniformity is what machines sell. Sizing: garments are cut to the size chart on each line, with the small tolerance hand-cutting allows. If a variance falls outside the stated chart or tolerance, it is a defect and section 2 applies.
4. Made-to-order and customised programmes
Programmes cut to your specifications — private labels, custom colourways, modified constructions — are manufactured to order and are not returnable other than for genuine defects within the inspection window. This is standard for made-to-order manufacturing everywhere in the world. It is also why our quotation process is thorough: sign-off happens before cutting, not after stitching.
5. Samples
Sample pieces exist so you can judge fabric, finishing and fit before committing to a programme — and the terms under which samples ship, including whether sample cost is adjusted against a subsequent full order, are stated on your quotation rather than buried here, because they vary by programme. What is constant: samples are manufactured on the same line, by the same karigars, to the same QC standard as production pieces. A sample is not a better-made exception; it is the honest preview.
6. How a claim actually proceeds
One email to the Exports Desk with your order reference and photographs. We acknowledge within two working days, confirm the assessment honestly — including when our assessment is that a variance sits inside handcraft tolerance and is not a defect — and agree the remedy in the same thread. Replacements slot into the earliest production run with your approval on timing; credits and refunds are processed against the original payment route. No claim in our experience has needed more than one honest conversation, and we intend to keep that statistic.