Our Promise & Care
Returns &
Refund Policy
Every Muse of Thanu saree is inspected, wrapped in muslin, and packed securely at our atelier. If an issue arises during transit or your order is not as expected, we are committed to making it right.
7-Day Return Window
For unused, unworn sarees in original condition with tags and packaging.
Transit Damage: 48 Hours
Report within 48h with continuous unboxing video and all packaging retained.
How It Works
The Return & Claim Process
Unbox on Camera
Record a continuous, uninterrupted video from the moment you receive the parcel until unboxing is complete — showing the sealed parcel from all sides, tags, packaging, and the saree itself. Retain all original packaging.
Contact Us
Email store@museofthanu.com or message us on WhatsApp with your order number, reason, and your uninterrupted unboxing video within 7 days (or 48 hours for transit damage).
Verification & Approval
Our atelier team reviews your claim and video within 2 business days and provides your return authorisation and return shipping instructions.
Securely Pack
Pack the saree unworn, unwashed, and unaltered with all original tags, labels, muslin wrap, and packaging materials intact. You must also include any complimentary gifts received from us. Include your order slip inside.
Inspection & Refund
Once safely received at our Mysore atelier and passed quality inspection, your refund is initiated within 5–7 business days to your original payment method.
Eligible for Return or Claim
- Item received in damaged or defective condition (supported by continuous unboxing video reported within 48 hours)
- Wrong item delivered or significantly different from description
- Unused, unworn, unwashed sarees in pristine original condition
- All original brand tags, labels, protective packing, and muslin wrap intact
- Claim raised within the 7-day delivery window with complete packaging retained
Not Eligible for Return
- Items worn, draped, washed, scented, or altered in any manner
- Sarees with missing or detached brand tags, labels, or original muslin wrap
- Damage claims without a continuous, uninterrupted unboxing video from sealed state
- Damage or missing item claims reported after 48 hours of delivery
- Return requests initiated after 7 calendar days from delivery
- Custom, tailored, or made-to-order pieces
- Sale, festive promo, and clearance items
- Items where original courier packaging and labels have been discarded or altered
Continuous Unboxing Video Requirement
To ensure transparency and protect against transit damage or tamper, we strictly adhere to our unboxing verification protocol. In accordance with our Shipping & Delivery Policy, any claim for damage, missing items, or defects must be supported by a single, uninterrupted video recording.
Essential Video Criteria:
- Record begins before opening, displaying all four sides of the courier box / flyer and shipping label.
- Shows any visible cuts, tampering, or dents on the outer package.
- Shows the continuous opening of the parcel, revealing the inner packaging and saree.
- Clearly displays the defect, discrepancy, or damage in focus without pausing or cut edits.
- Please retain all packaging, tags, invoices, and outer flyer until your claim is resolved.
Settlement
Refund Policy & Timelines
Inspection upon arrival: Once the returned piece reaches our Mysore atelier, it undergoes a thorough quality inspection to ensure it is unworn, unwashed, with tags intact and in its original condition.
Processing timeline: Approved refunds are credited back to your original payment method (via Razorpay) within 5–7 business days following completion of inspection.
Shipping charges: Original delivery costs are non-refundable. For returns initiated due to personal preference, return shipping to our atelier is borne by the customer. Where an item was confirmed defective or damaged in transit upon verification, return costs are reimbursed or arranged by us.
Exchanges: Subject to availability of pieces in our atelier, we are happy to assist with exchanges within the same product collection.
Damaged during transit?
Email store@museofthanu.com or WhatsApp us within 48 hours with your continuous unboxing video, outer packaging photos, and order ID. Valid claims will be escalated with Delhivery and fully resolved.
Return within 7 days
If you wish to return an eligible piece, message us within 7 days of delivery. The saree must be completely unworn, unwashed, with all tags and muslin wrap intact.
Have questions about a return?
Our atelier team is ready to assist you. Write to us at store@museofthanu.com or message us directly on WhatsApp.