Return, Exchange, and Refund Policy – ICM Madhubani --- At ICM Madhubani (A Unit of Ishani Collection Mithila), we are committed to providing you with the finest handpicked ethnic wear and traditional textiles. We understand that sometimes a product may not meet your expectations. This policy outlines the terms and conditions for returns and exchanges to ensure a transparent shopping experience. 1. Important: The "Mandatory Unboxing Video" Policy To protect our customers and our business from fraudulent claims, we follow a strict Unboxing Video Policy. Requirement: You must record a continuous video while opening the parcel. The video must show the shipping label clearly and the package being opened for the first time. Purpose: Any claims regarding missing items, wrong products sent, or physical damage during transit will not be entertained without a valid, unedited unboxing video. 2. Exchange Eligibility Window We offer a 7-Day Exchange Policy. You have 7 days from the date of delivery (for online orders) or the date of purchase (for in-store purchases) to initiate an exchange request. After 7 days, we unfortunately cannot offer you an exchange or credit. 3. Conditions for a Valid Return/Exchange For an item to be eligible for an exchange, it must fulfill the following: The item must be in the same condition that you received it. It must be unworn, unwashed, and unused with no smell of perfume, deodorant, or detergent. All original tags, brand labels, and manual folds (in the case of sarees) must be intact. The original invoice/bill must be presented. 4. Non-Returnable and Non-Exchangeable Items For hygiene and customization reasons, the following are strictly Non-Returnable: Altered Products: Any garment or saree that has been altered, stitched, or has had Fall/Pico/Polishing services performed. Customized Orders: Products made-to-order or modified based on customer requests. Saree Blouse Pieces: If the blouse piece has been cut from the saree. Discounted Items: Products purchased during a "Flash Sale," "End of Season Sale," or using a special clearance coupon code. Handloom Characteristics: Please note that minor thread irregularities, small knots, or slight dye variations are natural characteristics of hand-woven/hand-printed fabrics and are not considered defects. 5. Refund Policy (No Cash Refund) ICM Madhubani follows a "No Cash Refund" policy. If you return a product, we do not provide a refund to your bank account or cash. Instead, we offer: Direct Exchange: You may choose another item of the same or higher value (by paying the difference). Store Credit (Credit Note): If you do not wish to buy something immediately, we will issue a Credit Note/Discount Voucher. This credit is valid for 90 days and can be used for any future purchase on our website or at our showroom. 6. Procedure for Manufacturing Defects We take quality control seriously. However, in the rare case of a manufacturing defect (e.g., a hole in the fabric or a massive print error): Notify us via WhatsApp or Email within 24 hours of receiving the package. Provide photos and the mandatory unboxing video. Upon verification, we will pick up the item and provide a fresh replacement. If the item is out of stock, we will offer a full refund or store credit. 7. Shipping Costs for Returns Defective/Wrong Item: If we sent a defective or incorrect item, ICM Madhubani will bear the cost of return shipping. Size/Preference Exchange: If you wish to exchange an item because of size issues or a change of mind, the customer is responsible for paying the shipping costs for returning the item to our Madhubani hub. Shipping costs are non-refundable. 8. Cancellation Policy You can cancel your order within 12 hours of placement or before it is dispatched, whichever is earlier. Once an order is "Dispatched" and a tracking ID is generated, it cannot be cancelled. For cancelled prepaid orders, the refund will be processed to the original payment method within 5-7 business days. 9. How to Request an Exchange For Online Orders: Send an email to icmmadhubani@outlook.com or WhatsApp us at +91 6262 818193. Include your Order ID and the reason for the exchange. Once approved, ship the product to: Attn: Return Dept, ICM Madhubani, Ward No. 15, Mahila College Road, Madhubani, Bihar - 847211. For In-Store Purchases: Simply visit our showroom with the product and the original bill during business hours (10:30 AM – 8:00 PM). 10. Fraudulent Activity ICM Madhubani reserves the right to refuse an exchange if we suspect fraudulent activity, such as returning used items, switching original products with inferior ones, or repeated "change of mind" returns from the same account. Contact Information For any further clarification regarding our policies: Phone/WhatsApp: +91 6262 818193 Email: icmmadhubani@outlook.com Address: Ward No. 15, Mahila College Road, Madhubani, Bihar - 847211