Returns & Replacement Policy

1. Scope

This Returns & Replacement Policy applies to wholesale and bulk orders placed with M/s Madanlal Narayan, trading as Nivrá by Porwals, by registered business buyers.

2. Inspection on Receipt and Claim Window

• Buyers must inspect the consignment for quantity, quality and condition immediately upon receipt, and before onward distribution or sale.
• Any claim relating to shortage, damage, defect or mis-shipment must be raised in writing within 7 business days of delivery, accompanied by photographic or video evidence, the invoice number, and the packing list reference.
• Claims raised after this window will be considered at the Company's sole discretion and are not guaranteed acceptance.

3. Grounds for Return, Replacement or Credit

The following are valid grounds for a claim under this policy:

1. Manufacturing defect materially affecting the usability or saleability of the goods.
2. Damage caused in transit, evidenced at the time of delivery and noted on the delivery receipt or proof of delivery where possible.
3. Shortage, or shipment quantity not matching the packing list and invoice.
4. Incorrect item, design, colourway or specification shipped, materially different from the confirmed order or approved sample.

4. Exclusions — Not Eligible for Return

Given the handloom and made-to-order nature of the product range, the following are not grounds for return or claim:

• Minor variations in weave texture, colour shade or finish inherent to handloom and handcrafted production, within accepted industry tolerance.
• Custom, bespoke or made-to-sample orders that conform to the approved sample or specification.
• Goods that have been resold, used, laundered, altered or repackaged by the buyer.
• Claims raised outside the window specified in Section 2.
• Delays or losses attributable to the buyer's own freight forwarder, where the Company is not responsible for carriage — for example EXW or FOB shipments after handover to the carrier.

5. Claim Process

1. Notify the Company in writing by email within the claim window, quoting the invoice or order number.
2. Attach photographic or video evidence of the defect, damage or shortage, along with the packing list.
3. The Company will acknowledge the claim within 3 business days and may request that the goods, or samples of them, be returned or held for inspection.
4. On verification, the Company will confirm the resolution route within 10 business days — replacement, credit note against future orders, or refund.

6. Resolution Options

• Replacement of the defective or short-shipped quantity in the next production or shipping cycle; or
• Credit note adjustable against future purchase orders; or
• Refund of the value of the affected goods, at the Company's discretion, where replacement or credit is not feasible.

The choice of resolution rests with the Company unless otherwise agreed in the sales contract.

7. Return Shipping and Costs

8. International Claims

• For international consignments, customs re-entry of returned goods is the buyer's responsibility, unless the Company has agreed in writing to arrange this.
• EU and UK buyers: statutory consumer return and withdrawal rights do not extend to this wholesale trade relationship. Remedies for defective goods are governed by this policy and the applicable sales contract.

9. Governing Law and Dispute Resolution

Unless otherwise agreed in a specific sales contract, this policy and any dispute arising from a wholesale order are governed by the laws of India, with the courts at Indore, Madhya Pradesh having exclusive jurisdiction.