Refund policy
Every Ashwaa piece is made by hand, in small numbers, by people we know by name. If a piece is not right for you, we want to make it right.
The window
You may request a return or exchange within seven (7) days of receiving your order. The seven-day window begins on the date the courier marks your shipment as delivered.
Requests made after this window cannot be accepted, except in the case of a manufacturing defect (see Quality Claims below).
What can be returned
We accept returns on most ready-to-ship pieces from our Drapes, Leather, Fragrance, and Apparel collections, provided they are returned in the following condition:
• Unworn, unused, and unaltered.
• In the original Ashwaa packaging, with the dust bag, ribbon, tags, and authenticity card intact.
• Free of stains, scent, hair, or any other sign of use.
• Accompanied by a copy of the original invoice.
A piece that arrives at our atelier with any sign of wear, with a missing tag, with a tampered authenticity card, or in a damaged outer box will be returned to you, and no refund or exchange will be issued. We will inform you before doing so.
What cannot be returned
The following are final-sale and not eligible for return or exchange:
• Bespoke and made-to-order pieces, including any item produced against a measurement sheet, a custom colourway, or a personalisation request such as monogramming, embossing, or hand-painted initials.
• Pieces from the Privé collection, which are made in a single number against client request.
• Fragrance, once the outer seal is broken.
• Items purchased during a private sale or against a discount code that explicitly states "final sale".
• Gift cards.
How to begin
Write to us at info@ashwaa.com within the seven-day window, with your order number and the reason for the return. A member of our client care team will respond within one working day with a Return Authorisation Number and the address of our atelier in Delhi.
Please do not ship a piece back to us without a Return Authorisation Number. Packages that arrive unannounced cannot be processed.
How the return travels
We arrange a complimentary reverse pickup through our courier partner. Please keep the piece in its original Ashwaa packaging and hand it over sealed.
Refunds
Once your return reaches our atelier, our team will examine the piece against the conditions above. This usually takes two to three working days.
If the piece is accepted, your refund will be processed to the original method of payment within seven to ten working days. The original shipping charge, where applicable, is not refunded.
Exchanges
We accept exchanges for a different size or colour of the same piece, subject to availability. If the piece you wish to exchange for is no longer available, we will offer a refund or a store credit, at your choice.
An exchange order is shipped to you at no additional cost.
Quality claims
Should you receive a piece that is faulty or damaged on arrival, please write to us at info@ashwaa.com within forty-eight (48) hours of delivery, with photographs and your order number. We will examine the matter and, where the claim is valid, offer a repair, a replacement, or a full refund, at your choice.
Ashwaa stands behind the craftsmanship of every piece. This is separate from the rights you may have under the Consumer Protection Act, 2019, which are not affected by this policy.