This policy applies to orders placed through Seematti Now in the Seematti Smart Club app, operated by Seematti Sarees and Seematti Dresses, two registered partnership firms trading together as Seematti Silks: Seematti Sarees, 10, N.A. Gandhiji Road, Mayiladuthurai 609001, Tamil Nadu (GSTIN 33AABFS8495E1Z1) and Seematti Dresses, 10, First Floor, Gandhiji Road, Mayiladuthurai 609001, Tamil Nadu (GSTIN 33AABFS8496H1ZU). Your GST invoice names the firm that sold you the item; an online payment may be collected by either firm, and any refund goes back from the firm that collected it to the same payment method.
1. Cancelling an order
- You can cancel in the app (Order status → Cancel this order) at any time before the showroom starts preparing your order
- Once preparation has started, tap "Need help with this order?" on the order screen or WhatsApp us on +91 88588 48842 — if the order has not yet left the showroom we will almost always still cancel it for you
- No cancellation fee is ever charged
2. If we cancel your order
Occasionally an item sells out at the showroom in the moments after you order. If we cannot fulfil your order we will contact you with the choice of a similar alternative or a full refund. If you have prepaid and we cancel for any reason, the full amount — including any delivery fee — is refunded.
Some cancellations happen automatically:
- Prepaid orders: your order is held for 40 minutes while you complete payment. If payment is not received in that time the order is cancelled automatically and the stock released — nothing is charged. You can simply place the order again
- Cash-on-delivery orders: if the showroom is unable to start preparing your order within the promised window (60 minutes for town orders, 3 hours for same-day, or by the next morning for next-day orders) the order is cancelled automatically and you are notified in the app — nothing is charged. This is rare; it happens only when the showroom is closed or the item is unavailable
3. Refund method & timeline
- Refunds are made to the same account you paid from (the card, UPI account or bank account used at checkout), through our payment partner Razorpay
- Refunds are initiated within 2 working days of the cancellation being approved and typically reach your account within 5–7 working days after that, depending on your bank
- Cash-on-delivery orders that are cancelled are not charged at all — there is nothing to refund
4. After delivery — exchange, not refund
Delivered items are covered by our showroom exchange promise rather than cash refunds:
- Exchange at the Seematti Silks showroom, Mayiladuthurai, within 7 days of delivery
- The item must be unused, unwashed and unaltered, with any tags and the original packing, together with the delivery bill (or the order shown in the app)
- Exchange is for other merchandise of equal or higher value (you pay any difference)
- Items altered on request (cut blouse pieces, stitched falls) cannot be exchanged
- If we delivered the wrong item or a damaged item, tell us within 48 hours on +91 88588 48842 — we will replace it or refund it in full, your choice
5. Failed deliveries
If a delivery cannot be completed (nobody available, address unreachable), we will contact you to rearrange. If the order is returned to the showroom and cancelled, any prepaid amount is refunded in full under the timeline above.
6. Grievances
If a refund has not reached you within the stated period, contact our Grievance Officer, Mr. Kumar (Customer Care Manager) — WhatsApp +91 88588 48842 · Email care@seematti.app. Complaints are acknowledged within 48 hours and resolved within one month.