Effective Date: July 12, 2026
Welcome to The Urban Loom. Your privacy is important to us. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit our website or purchase our products.
1. Information We Collect
We may collect the following information:
Personal Information
- Full Name
- Mobile Number
- Email Address
- Billing Address
- Shipping Address
- PIN Code
- GST Number (for B2B customers)
- Company Name (for wholesale buyers)
Payment Information
We do not store your debit card, credit card, UPI PIN, or banking passwords. Payments are securely processed through trusted payment gateways.
Technical Information
When you visit our website, we may automatically collect:
- IP Address
- Device Information
- Browser Type
- Operating System
- Website Usage Data
- Cookies
2. How We Use Your Information
Your information is used to:
- Process and deliver your orders
- Provide customer support
- Verify orders
- Send order updates
- Improve website performance
- Prevent fraud
- Comply with legal requirements
- Send promotional offers (only where permitted)
3. Cookies
Our website uses cookies to:
- Remember your preferences
- Improve browsing experience
- Analyze website traffic
- Enhance security
Return & Exchange Policy
We take immense pride in the quality of our sarees. Because our products involve delicate weaves, we have framed a fair and sustainable policy for both our retail and business partners.
1. D2C (Retail) Policy
We want you to love your purchase. If you are not completely satisfied, we are here to help.
- Time Window: You must raise a return or exchange request within 7 days of receiving your delivery.
- Conditions for Acceptance: The saree must be completely unused, unwashed, unaltered, and returned with its original folds, tags intact, and in its original packaging. Sarees with the blouse piece already cut or custom-stitched fall under final sale and cannot be returned or exchanged.
- Return Process: We offer a complimentary reverse pickup service for most pin codes. If a pickup isn't available in your area, you can ship it back to us, and we will reimburse your shipping costs up to ₹150.
-
Refunds: Once our quality control team inspects and approves the returned item, your refund will be processed within 5–7 business days.
- Prepaid Orders: Refunded directly to your original payment method.
- COD Orders: Refunded as store credit/wallet points, or via bank transfer (you will be asked to securely provide bank details).
2. B2B (Wholesale) Policy
Given the thin margins and high volumes in wholesale trade, our B2B return policy differs from retail:
- Final Sale: Bulk orders are generally considered final sale and are not eligible for returns or exchanges based on personal preference or slow rotation.
- Damages & Deficiencies: In the rare event that a shipment contains manufacturing defects, wrong designs, or incorrect quantities, we will replace the items entirely at our cost.
- Mandatory Reporting: You must report any discrepancies or manufacturing defects within 48 hours of delivery via email or your dedicated B2B account manager.
- Unboxing Video Rule: To process damage claims smoothly, B2B buyers must provide an uninterrupted unboxing video showing the outer packaging seal being broken and revealing the defective items.
Crucial Suggestions for Your E-Commerce Launch
To build a highly functional, legally compliant, and high-converting website, ensure you include these foundational pages and elements.
1. Additional Essential Legal Policies
- Privacy Policy: Legally required if you are collecting user data (names, emails, addresses, payment details). Outline how you protect and use their information.
- Terms of Service (ToS): The legal ground rules for using your website, handling intellectual property (your designs and photography), and settling disputes.
2. B2B Specific Features (Crucial for a Dual Site)
- Dual Login / B2B Portal: Retail users should see normal pricing. Wholesale users should log into a hidden or separate portal to view bulk tiered pricing, minimum order quantities (MOQs), and tax invoice options (GSTIN input field at checkout).
- Sample Order Policy: Allow B2B clients to purchase 1 or 2 sarees at retail price first, with a promise to credit that amount back if they place a bulk order within 30 days.
3. Customer Experience & Trust Boosters
- Saree Care Guide: Jacquard, Banarasi, and soft silks require specialized care. A dedicated "Saree Care" page instructing users on dry cleaning, correct folding, and ironing practices reduces false defect claims later.
- Color Disclaimer: Handloom and silk products look slightly different under studio lighting versus natural daylight. Add a clear disclaimer on product pages:
"Slight color variations may occur due to screen resolutions and studio photographic lighting."
-
Detailed FAQ Page: Reduce customer support volume by creating an FAQ answering questions like:
- "How long does shipping take?"
- "Do you ship internationally?"
- "Can I cancel my order after it's placed?"
4. Sharing of Information
We never sell your personal information.
We may share limited information only with:
- Courier partners
- Payment gateways
- Technology service providers
- Government authorities when legally required
5. Data Security
We implement industry-standard security measures to protect your information. While no online system is completely secure, we take reasonable precautions to safeguard your data.
6. Your Rights
You may:
- Request access to your information
- Correct inaccurate details
- Request deletion where legally permissible
- Opt out of promotional communications
7. Third-Party Links
Our website may contain links to third-party websites. We are not responsible for their privacy practices.
8. Policy Updates
We reserve the right to modify this Privacy Policy at any time. Changes become effective upon publication on this page.
Contact
For privacy-related questions, contact:
The Urban Loom
Surat, Gujarat, India
Email: support@theurbanloom.com , theurbanloom72@gmail.com
Phone: +91-9726331235