# Return, Refund and Replacement Policy
> **Website References:** [`/shipping`](https://adorr.in/shipping), [`/privacy`](https://adorr.in/privacy#return-policy), [`/traditional-details`](https://adorr.in/traditional-details)
> **Footer Navigation Link:** Return and Refunds
> **Entity:** ADORR (Luxury Assamese Couture & Traditional Crafts)
> **Last Updated:** Current Website Version
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## 1. Core Return & Replacement Guidelines
Because our collections are handcrafted with deep respect for the heritage, craftsmanship, and handloom traditions of Assam and the Northeast Indian region, our items are delicate and artisanal. We maintain the following strict guidelines:
### Traditional Jewelry Policy
* **Final Sale:** Due to the artisanal and limited-edition nature of our jewelry, these pieces have **no return policy**.
* **Replacements Only:** Jewelry qualifies for **replacements only** if there is an authentic manufacturing defect.
* **Mandatory Unboxing Video:** We kindly request that you record a continuous, unedited unboxing video of your package to verify and process the replacement.
* **Timeframe:** Replacement requests must be submitted within **7 days** of receiving the item.
### Clothing & Handloom Garments Policy
* **Returns & Replacements:** Accepted within **7 days** of delivery under strict conditions.
* **Mandatory Continuous Unboxing Video:** A continuous unboxing video showing the defect is strictly required. No returns or replacements will be considered if no defect is shown in the unboxing video.
* **Garment Integrity:** Garments must be in their original, unworn, unwashed state with all original tags intact. No returns or replacements will be accepted if the clothing has been stretched, altered, or damaged after delivery.
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## 2. Step-by-Step Return & Replacement Process
1. **Submission Window:**
Submit your request within **7 calendar days** of the delivery date.
2. **Prepare Evidence:**
Ensure you have a clear, continuous video recording of the package opening showing the shipping label, sealed package, unboxing, and the defect in question.
3. **Initiate Request:**
- Email us at **support.adorr@gmail.com** with your Order ID, registered email/phone, description of the issue, and the unboxing video attachment (or a secure cloud link).
- Alternatively, registered customers can raise a service request directly via **My Account > Orders > Order Details > Cancellation, Return or Replacement**.
4. **Inspection & Verification:**
Our atelier quality assurance team reviews the video evidence and order details within 24–48 hours.
5. **Resolution:**
- For accepted replacements, an insured exchange pickup and reverse shipment are scheduled.
- For eligible approved returns, reverse pickup is arranged. Once received and inspected at our atelier, the refund is initiated.
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## 3. Order Cancellations & Refunds
### Order Cancellation
* Orders can be cancelled prior to dispatch directly from the **My Account > Orders** dashboard or by contacting client services immediately at **support.adorr@gmail.com**.
* Because orders begin processing shortly after placement, modifications or cancellations may not always be possible once the item is packed or handed over to Blue Dart Express.
### Refund Processing & Timelines
* **Payment Mode:** Refunds are processed back to the original method of payment (Credit/Debit Card, Netbanking, UPI, Wallet) via our secure payment gateway partner, **Razorpay**.
* **Timeline:** Once approved and initiated, refunds typically reflect in your account within **5–7 business days**, depending on your issuing bank's settlement cycle.
* **Shipping Charges:** Complimentary shipping applies within Assam. For orders where outward standard shipping was charged, terms apply in accordance with statutory guidelines.
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## 4. Contact Client Services
- **Support Email:** support.adorr@gmail.com
- **Hours:** Monday – Saturday, 10:00 AM – 7:00 PM IST
- **Registered Atelier / HQ:** Sualkuchi Cluster HQ, Kamrup, Assam, India