Terms of Service

Sanjana Agarwal Effective date: 30 October 2026

Welcome to Sanjana Agarwal ("we", "us", "our", or the "Label"). These Terms of Service ("Terms") govern your access to and use of our website, [website URL] (the "Website"), and any purchase you make from us. Please read them carefully before using the Website or placing an order.

By browsing the Website, creating an account, or placing an order, you confirm that you have read, understood, and agreed to these Terms, together with our Privacy Policy, Returns, Refunds & Cancellation Policy, and Shipping Policy, all of which form part of this agreement. If you do not agree, please do not use the Website.

1. About Us

Sanjana Agarwal is a fashion label offering handcrafted Chikankari garments and related products. Our products are individually made by skilled artisans.

Registered / return address: A-707, Sector C, Mahanagar, Lucknow, Uttar Pradesh – 226006, India Email: embrace.sanjana@gmail.com WhatsApp / Customer Support: +91 7905435996

2. Eligibility

You must be at least 18 years of age and capable of entering into a legally binding contract under the Indian Contract Act, 1872 to place an order. If you are under 18, you may use the Website only under the supervision of a parent or legal guardian, who will be responsible for any purchase made.

3. Use of the Website

You agree to use the Website only for lawful purposes. You must not:

●       Use the Website in any way that violates applicable Indian law or the laws of your country of residence.

●       Provide false, inaccurate, or misleading information when registering or placing an order.

●       Attempt to gain unauthorised access to the Website, our servers, or any connected systems.

●       Introduce viruses, malware, bots, scrapers, or any other harmful or disruptive code.

●       Use the Website to send spam or unsolicited promotional material.

●       Copy, reproduce, or exploit any part of the Website for commercial purposes without our written permission.

We reserve the right to suspend or terminate access to the Website, or cancel any order, if we believe these Terms have been breached or that fraud or misuse is taking place.

4. Your Account

If you create an account, you are responsible for keeping your login details confidential and for all activity that takes place under your account. Please notify us immediately if you suspect any unauthorised use. We are not liable for any loss arising from your failure to protect your account credentials.

5. Products and Handcrafted Nature

Every piece is handcrafted. Chikankari embroidery is a traditional art form, and the following are natural characteristics of handmade work, not defects:

●       Slight variations in embroidery, stitch placement, motifs, and finishing between pieces.

●       Minor differences in fabric texture, weave, or shade from one lot to another.

●       Small irregularities that reflect the human touch of the artisan.

We make every effort to display colours and details accurately. However, actual colours may differ slightly from what you see on your screen because of your device settings, display, and lighting conditions. Product images are for illustration, and the item you receive may vary slightly.

Size charts and measurements are provided as a guide. Please review them carefully before ordering. Custom-stitched and made-to-measure garments are made to the measurements you provide and are non-returnable, so you are responsible for ensuring those measurements are accurate.

6. Pricing and Payment

●       All prices are shown in Indian Rupees (INR) unless stated otherwise and, unless indicated, are inclusive of applicable taxes such as GST.

●       We may change prices, run promotions, or withdraw products at any time without prior notice. The price applicable to your order is the price shown at the time you place it.

●       Despite our efforts, a product may occasionally be listed at an incorrect price. We reserve the right to correct the error and either contact you to confirm the corrected price or cancel the order.

●       Payments are processed through trusted third-party payment gateways. We do not store your complete debit card, credit card, or banking credentials. Your use of a payment gateway is also subject to that provider's own terms.

●       Cash on Delivery (COD): COD is available for eligible domestic orders only. A partial payment of 20% of the order value is required in advance to confirm the order, and the balance is payable on delivery. An additional logistics charge of INR 350 applies to COD orders.

●       Prepaid orders: Prepaid orders within India are eligible for free shipping.

7. Orders and Acceptance

Your placing an order is an offer to purchase. An order is accepted and a contract is formed only when we send you an order confirmation. We reserve the right to decline or cancel any order, in whole or in part, for reasons including product unavailability, pricing or description errors, suspected fraud, unverifiable details, or inability to deliver to your location. If we cancel an order for which payment has been made, we will refund the amount paid or offer you an alternative, as described in Section 9.

8. Shipping and Delivery

Shipping is governed by our Shipping Policy, a summary of which follows.

●       We aim to dispatch orders within 36–48 hours, except made-to-measure orders. Delivery within India usually takes 2–7 working days after dispatch.

●       Delivery time is counted from the date of order confirmation. Dispatch and delivery timelines are estimates, and may be affected by payment authorisation, natural calamities, public holidays, courier delays, and other factors beyond our control.

●       You are responsible for providing a complete and accurate delivery address and contact number. We are not responsible for failed or delayed deliveries, or for non-eligibility of returns, caused by incorrect details you provide.

●       If your order is delayed by more than two weeks beyond the estimated delivery time, we will contact you and, after confirming with you by call, offer an alternate option, store credit, or a full refund.

●       Risk of loss or damage passes to you once the order is delivered to the address you provided.

International Orders

●       International shipping is available to select countries, and shipping charges are calculated by destination and order details. To place an international order, please contact us on WhatsApp at +91 7905435996.

●       Only prepaid orders are accepted. COD is not available.

●       Customs duties, import taxes, and any other charges imposed by the destination country are solely your responsibility, as is completing any customs requirements.

●       All international sales are final, with no returns or refunds.

9. Cancellations, Returns, Exchanges and Refunds

Returns, exchanges, cancellations, and refunds are governed by our Returns, Refunds & Cancellation Policy. In summary:

●       Window: Requests for domestic orders must be made within 7 days of delivery and must be approved by our team before the product is shipped back.

●       Condition: Products must be unused, unworn, and in original condition, with all tags, labels, and packaging intact.

●       Incorrect items: If you receive an incorrect item, size, or colour compared to your order confirmation, we will accept the return or replacement.

●       Damaged or defective items: These must be reported within 48 hours of delivery to embrace.sanjana@gmail.com or on WhatsApp at +91 7905435996, with your order number, a brief description of the issue, and clear photos or videos showing the issue along with the original packaging and tags. We will respond within 24–48 business hours.

●       Non-returnable items: Custom-stitched and made-to-measure garments, and orders affected by an incorrect shipping address supplied by the customer.

●       Refunds: After the returned product is received and inspected at our warehouse, approved refunds are issued exclusively as store credit for future purchases from the Label. Cash refunds, bank transfers, and refunds to the original payment method are not provided, except where Section 8 or applicable law requires otherwise.

●       Return shipping: Where a return or exchange is requested for reasons other than our error, applicable shipping and reverse-logistics charges may be borne by you.

●       Order modifications: Before dispatch, modification requests may be accommodated subject to order status and approval. After dispatch, an order can only be returned or exchanged for store credit. Any price difference or additional charge for an approved modification will be communicated to you.

Nothing in this Section limits any right you may have under applicable consumer protection law.

10. Care Instructions

Our garments are delicate. Please follow the wash care instructions provided: dry clean only; if required, hand wash gently in cold water with light soap, and dry in shade. Do not use perfume on Zardozi work, as it may damage the embroidery materials. Damage caused by improper care, washing, or use is not covered by our returns or exchange policy.

11. Intellectual Property

All content on the Website, including the Label name, logo, designs, product images, photographs, videos, text, graphics, and layout, is owned by or licensed to Sanjana Agarwal and is protected by Indian and international intellectual property laws. You may view and print content for your personal, non-commercial use only. You may not copy, reproduce, modify, distribute, or use any of it, including our Chikankari designs and motifs as presented, without our prior written consent.

12. User Content and Communications

If you submit reviews, comments, photos, or other content to us or tag us on social media, you grant us a non-exclusive, royalty-free, worldwide licence to use, display, and reproduce that content for promoting the Label. You confirm that you own the content or have the right to share it, and that it is not unlawful, offensive, or infringing. We may remove any content at our discretion.

By providing your phone number or email address, you agree that we may contact you about your orders. We will send you promotional messages only if you have chosen to receive them, and you may opt out at any time.

13. Privacy and Cookies

Your personal information is handled in accordance with our Privacy Policy, which explains what we collect, how we use and share it, how we use cookies, and your rights. By using the Website, you consent to those practices.

14. Third-Party Links and Services

The Website may contain links to third-party websites or rely on third-party services such as payment gateways and logistics partners. We do not control, and are not responsible for, the content, policies, or practices of those third parties. Use of them is at your own risk.

15. Disclaimer of Warranties

The Website is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we do not guarantee that the Website will be uninterrupted, secure, or error-free, or that its content will be complete or entirely accurate. Nothing in these Terms excludes any warranty or right that cannot be excluded under applicable law.

16. Limitation of Liability

To the fullest extent permitted by law, Sanjana Agarwal, its owners, employees, artisans, and partners shall not be liable for any indirect, incidental, special, or consequential loss arising from your use of the Website or our products. Our total liability for any claim relating to an order shall not exceed the amount you paid for that order. Nothing in these Terms limits liability that cannot lawfully be limited.

17. Force Majeure

We are not liable for any delay or failure to perform our obligations caused by events beyond our reasonable control, including natural disasters, epidemics, strikes, government action, internet or power failures, courier disruptions, or disruptions in the supply of materials or artisan availability.

18. Indemnity

You agree to indemnify and hold harmless Sanjana Agarwal and its owners, employees, and partners from any claim, loss, or expense (including reasonable legal fees) arising from your breach of these Terms or your misuse of the Website.

19. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Subject to any rights you have under applicable consumer law, the courts at Lucknow, Uttar Pradesh shall have exclusive jurisdiction over any dispute arising out of or relating to these Terms or your use of the Website. We encourage you to contact us first so we can try to resolve any concern amicably.

20. Grievance Redressal

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, any complaint or concern may be addressed to our Grievance Officer:

Name: [Name of Grievance Officer] Email: embrace.sanjana@gmail.com Phone / WhatsApp: +91 7905435996 Address: A-707, Sector C, Mahanagar, Lucknow, Uttar Pradesh – 226006

We will acknowledge your complaint within 48 hours and aim to resolve it within one month of receipt.

21. Changes to These Terms

We may update these Terms from time to time. Changes take effect when posted on this page, along with the revised date above. Your continued use of the Website after changes are posted means you accept the updated Terms. Orders are governed by the Terms in force at the time they were placed.

22. General

●       Entire agreement: These Terms, with the policies referred to above, are the entire agreement between you and us regarding the Website and your purchases.

●       Severability: If any provision is held invalid or unenforceable, the rest will remain in effect.

●       No waiver: Our failure to enforce any right or provision is not a waiver of it.

●       Assignment: You may not transfer your rights under these Terms without our consent. We may assign ours as part of a business transfer.

23. Contact Us

For questions about these Terms, please reach out:

Sanjana Agarwal A-707, Sector C, Mahanagar, Lucknow, Uttar Pradesh – 226006 Email: embrace.sanjana@gmail.com WhatsApp / Phone: +91 7905435996