Terms of service

Terms of Service – Vastranand

Last Updated: August 2026

1. Overview

Welcome to Vastranand.

This website is operated by Vastranand Pvt. Ltd. Throughout this website, the terms “Vastranand”, “we”, “us” and “our” refer to Vastranand Pvt. Ltd.

Vastranand provides this website, online store, products, information, tools, customer-support facilities and related services subject to your acceptance of these Terms of Service.

The terms “you”, “your”, “customer” and “user” refer to any person who accesses, browses, registers on, communicates through, or purchases from Vastranand.

By accessing Vastranand.in, creating an account, placing an order, making a payment, using customer-support services, participating in a return or exchange, using Vastranand Coins/Wallet Credit, or otherwise using our services, you agree to these Terms of Service together with the policies applicable to your transaction.

Please read these Terms carefully before using our website or services.

If you do not agree with these Terms, you should not use our services or complete a purchase.

2. About Vastranand

Vastranand Pvt. Ltd. operates an e-commerce business offering sarees, ethnic wear, apparel, accessories, jewellery, beauty products, customized services and other products or services that may be introduced from time to time.

Head Office · Surat

VASTRANAND
Plot No. 998, Road No. 87,
Sachin G.I.D.C.,
Surat – 394230, Gujarat, India

Customer Care: +91 8154 0000 63
Official Email: contact@vastranand.in

3. Scope of These Terms

These Terms apply to the use of:

  • Vastranand.in

  • Vastranand online store

  • Customer accounts

  • Checkout facilities

  • Online ordering

  • Customer-support facilities

  • Return and exchange facilities

  • Vastranand Coins / Wallet Credit

  • Promotional services

  • Customization services

  • Mobile or app-based Vastranand services, where available

  • AI-assisted customer-service facilities

  • Other services operated by Vastranand

Certain products, offers or services may have additional conditions displayed on the relevant product, checkout, campaign or service page.

Those conditions should be read together with these Terms.

4. Related Policies

These Terms should be read together with Vastranand's applicable:

  • Shipping Policy

  • Refund, Return & Exchange Policy

  • Privacy Policy

  • Cancellation terms, where applicable

  • Customization terms

  • Payment conditions

  • Product-specific conditions

  • Promotional offer conditions

  • Wallet / Vastranand Coins terms

  • Other policies displayed on Vastranand.in

Where a matter is specifically governed by another published Vastranand policy, that policy will apply together with these Terms.

5. Electronic Transactions

Vastranand operates through electronic commerce.

By completing an online checkout, submitting an order, accepting applicable terms, or making payment electronically, you agree that your transaction and related communications may be created, accepted, stored and communicated electronically.

Electronic communications may include:

  • Website confirmations

  • Order confirmations

  • Electronic invoices

  • Email

  • SMS

  • WhatsApp

  • App notifications

  • Tracking information

  • Other supported electronic communication

6. Eligibility

Customers should use Vastranand's ordering services only where they are legally capable of entering into the relevant transaction or are appropriately authorised to act on behalf of the purchaser.

If an order is placed on behalf of another person, including a family member or gift recipient, the person placing the order remains responsible for providing accurate order and delivery information.

7. Customer Accounts

Certain services may require or allow creation of a Vastranand customer account.

Customers are responsible for:

  • Providing accurate information

  • Keeping contact details current

  • Protecting passwords

  • Protecting OTPs

  • Maintaining account security

  • Preventing unauthorised account access

If you reasonably believe your account has been compromised, contact:

contact@vastranand.in

as soon as possible.

8. Accuracy of Customer Information

Customers are responsible for providing complete and accurate:

  • Name

  • Mobile number

  • Email address

  • Delivery address

  • Billing details

  • PIN / postal code

  • City

  • State

  • Country

  • Product selection

  • Size

  • Custom measurements

  • Payment information

  • Other information required to complete the transaction

Incorrect information may result in:

  • Processing delay

  • Failed order verification

  • Delivery delay

  • OTP delivery failure

  • RTO

  • Reverse-pickup failure

  • Refund verification problems

  • Customs issues

  • Additional re-shipping costs

Such matters may be handled according to our Shipping Policy and Refund, Return & Exchange Policy.

9. Product Information

Vastranand makes reasonable efforts to provide accurate and useful product information.

Information may include:

  • Fabric

  • Colour

  • Design

  • Weave

  • Print

  • Size

  • Measurements

  • Embellishment

  • Border

  • Blouse piece

  • Accessories

  • Care information

  • Availability

  • Product images

  • Videos

  • Pricing

  • Other relevant characteristics

Customers are requested to review available product information carefully before ordering.

10. Product Images & Colour Variation

We make reasonable efforts to represent product colours and appearance accurately.

However, slight differences may occur because of:

  • Photography lighting

  • Studio lighting

  • Camera settings

  • Screen brightness

  • Device display

  • Colour calibration

  • Fabric reflection

  • Printing characteristics

  • Weaving characteristics

  • Texture

Minor differences of this nature do not automatically mean that a product is defective.

Materially wrong, damaged or defective products may be reviewed under our Refund, Return & Exchange Policy.

11. Handwork, Weaving & Natural Variations

Certain Vastranand products may contain:

  • Hand embroidery

  • Traditional weaving

  • Zari

  • Sequins

  • Beads

  • Stones

  • Decorative work

  • Digital printing

  • Manual finishing

  • Artisan work

Small variations may naturally occur between individual pieces.

Minor characteristics arising from the nature of handwork, weaving or manufacturing are not necessarily defects.

12. Product Availability

Product availability may change at any time.

Adding an item to:

  • Cart

  • Wishlist

  • Saved items

  • Checkout

does not guarantee that the product will remain available.

Orders remain subject to stock verification before fulfilment.

If a paid product becomes unavailable, Vastranand may:

  • Contact the customer

  • Offer an alternative where appropriate

  • Cancel the affected item

  • Cancel the affected order

  • Process an applicable refund

depending on the circumstances.

13. Quantity Restrictions

Vastranand may reasonably limit product quantities:

  • Per customer

  • Per account

  • Per household

  • Per address

  • Per payment method

  • Per order

where necessary because of:

  • Limited inventory

  • Promotional restrictions

  • Fraud prevention

  • Fair availability

  • Resale concerns

  • Operational requirements

14. Pricing

Product prices are displayed on Vastranand.in at the applicable time.

Prices may change because of:

  • Promotions

  • Sale campaigns

  • Product costs

  • Tax changes

  • Commercial decisions

  • Market conditions

  • Operational requirements

A later reduction in price does not automatically entitle a customer to a refund of the difference on a previously completed transaction.

15. Pricing & Technical Errors

Occasionally, a technical or human error may affect:

  • Product price

  • Discount

  • Stock

  • Product description

  • Promotional offer

  • Tax

  • Shipping charge

  • Product image

  • Checkout information

If an obvious or material error is identified before fulfilment, Vastranand may:

  • Correct the error

  • Inform the customer

  • Offer continuation under corrected terms

  • Cancel the affected product/order

  • Refund an eligible prepaid amount

We will make reasonable efforts to handle such cases fairly.

16. Taxes

Taxes applicable to a transaction will be charged according to applicable tax requirements.

Domestic orders may include applicable GST.

International customers may separately be responsible for:

  • Customs duties

  • Import taxes

  • VAT

  • Brokerage

  • Clearance fees

  • Government levies

Please review our Shipping Policy for international shipping and customs conditions.

17. Placing an Order

When you submit an order, the order remains subject to:

  • Product availability

  • Payment verification

  • Address verification where required

  • Delivery serviceability

  • Fraud/risk checks

  • Applicable product conditions

  • These Terms

  • Other Vastranand policies

Receiving an automatically generated Order ID does not prevent reasonable verification before fulfilment.

18. Order Confirmation

Customers may receive:

  • Order confirmation

  • Order ID

  • Payment confirmation

  • Email

  • SMS

  • WhatsApp notification

  • App notification

  • Automated confirmation call

Vastranand may perform further stock, payment, customer, risk or serviceability checks before dispatch.

19. Order Risk Management

Vastranand may use automated and/or manual systems to identify potentially high-risk orders.

Orders may be:

  • Automatically approved

  • Temporarily held

  • Manually reviewed

  • Contact verified

  • AI voice verified

  • OTP verified

  • Address verified

  • Payment verified

  • Requested to convert from COD to prepaid

Risk indicators may include:

  • Repeated RTO

  • Repeated order cancellation

  • Repeated delivery refusal

  • Multiple unsuccessful orders

  • Suspicious payment activity

  • Duplicate orders

  • Inconsistent contact information

  • Unusual order value

  • Other reasonable fraud indicators

A risk review does not itself mean that a customer has committed fraud.

It is a preventive verification process.

20. Right to Refuse or Cancel an Order

Vastranand may refuse, hold or cancel an order before fulfilment where reasonably necessary, including where:

  • Product is unavailable

  • Payment fails

  • Payment cannot be verified

  • Material pricing error exists

  • Address is not serviceable

  • Customer information cannot reasonably be verified

  • Fraud is reasonably suspected

  • Serious return/order abuse is established

  • Legal or regulatory restrictions apply

  • Serious technical errors occur

Where Vastranand cancels an eligible prepaid order before fulfilment, the applicable refund will be processed according to the transaction circumstances.

21. Cash on Delivery

Cash on Delivery is available only for eligible:

  • Order values

  • Customers

  • Products

  • PIN codes

  • Courier services

COD may also be subject to order verification and risk checks.

Vastranand may request prepaid payment for certain orders where reasonably required.

COD eligibility and charges are governed by our Shipping Policy.

22. Online Payments

Available payment methods may include:

  • UPI

  • Credit Card

  • Debit Card

  • Net Banking

  • Supported Wallets

  • Bank Transfer

  • Other approved payment methods

Payment availability may vary depending on transaction value, location, payment provider, risk controls and technical availability.

23. Payment Security

Customers should never disclose confidential credentials such as:

  • UPI PIN

  • ATM PIN

  • Card PIN

  • Internet Banking Password

  • Banking Password

to anyone claiming to represent Vastranand.

Vastranand does not require your UPI PIN or banking password to process a legitimate refund.

Suspicious communications should be reported to:

contact@vastranand.in

24. Shipping & Delivery

All matters concerning:

  • Dispatch

  • Domestic delivery

  • International delivery

  • Delivery timelines

  • Shipping charges

  • Courier allocation

  • Logistics partners

  • OTP delivery

  • Incorrect contact information

  • NDR

  • RTO

  • Re-shipment

  • Customs

  • International duties

  • Delivery disputes

are governed by our Shipping Policy.

25. Logistics Service Partners

Vastranand may use:

  • Direct courier companies

  • Logistics service platforms

  • Shipping technology partners

  • Last-mile delivery partners

  • Postal networks

  • International logistics providers

Customers may therefore see different company names during the delivery process.

Customers are not expected to identify which logistics platform or courier is responsible for each delivery stage.

Where reasonably required, Vastranand Customer Support will coordinate internally with the relevant logistics partner.

26. Refund, Return & Exchange

All matters regarding:

  • Return eligibility

  • Exchange

  • Reverse pickup

  • Wrong product

  • Damaged product

  • Manufacturing defect

  • Missing item

  • Size issue

  • Customer-preference return

  • Warehouse QC

  • Refund

  • Wallet Credit

  • Customized product

  • International return

are governed by our Refund, Return & Exchange Policy.

27. Return Quality Check

Successful pickup or warehouse receipt does not automatically mean that a refund or exchange has been approved.

Returned products may undergo:

  • SKU verification

  • Warehouse receipt verification

  • Product-condition inspection

  • Quality Control

  • Eligibility review

  • Return-reason verification

  • Fraud review

The final resolution will be determined according to the applicable Return Policy.

28. Customized & Stitching Services

Customization may include:

  • Pico / Fall

  • Blouse Stitching

  • Lehenga Stitching

  • Custom Measurements

  • Other alteration services

Customized services may have separate:

  • Charges

  • Processing timelines

  • Measurement requirements

  • Cancellation restrictions

  • Return restrictions

  • Exchange restrictions

Customers are responsible for providing accurate measurements and instructions.

Please review our Refund, Return & Exchange Policy for detailed customization conditions.

29. Vastranand Coins / Wallet Credit

Vastranand may issue:

  • Vastranand Coins

  • Wallet Credit

  • Return Credit

  • Promotional Credit

  • Customer-service Credit

depending on the applicable transaction.

Where wallet credit is issued for an eligible customer-preference return, the applicable Refund, Return & Exchange Policy will govern that credit.

Unless specifically permitted:

  • Wallet Credit cannot be sold

  • Wallet Credit cannot be fraudulently converted

  • Promotional Credit cannot automatically be converted to cash

Where the applicable Vastranand return policy provides lifetime validity, that condition will apply to the relevant credit.

30. Promotions & Offers

Vastranand may offer:

  • Coupon codes

  • Discounts

  • Sale campaigns

  • Cashback

  • Free gifts

  • Combo offers

  • Bundle offers

  • Buy One Get One offers

  • Wallet benefits

  • Other promotional programs

Each promotion may have additional eligibility conditions.

Promotions may be limited by:

  • Validity

  • Product

  • Customer eligibility

  • Minimum order amount

  • Usage limit

  • Stock availability

Offers cannot necessarily be combined unless specifically permitted.

31. Promotional Misuse

Customers must not intentionally exploit promotions through activities including:

  • Fraudulent account creation

  • Coupon manipulation

  • Referral manipulation

  • System-error exploitation

  • Repeated artificial ordering/cancellation

  • Unauthorised automation

Where misuse is reasonably established, Vastranand may cancel the associated promotional benefit or restrict further promotional participation.

32. AI Voice Calling & Automated Communication

Vastranand may use Artificial Intelligence (AI) voice calling, automated calling systems and human-assisted calling to improve order processing, delivery success and customer service.

Customers may receive AI-assisted or automated calls for legitimate business and customer-service purposes.

33. AI Voice Calls for Order Confirmation

After an order is placed, Vastranand may use AI or automated calling to:

  • Confirm the order

  • Confirm COD intent

  • Verify important order information

  • Verify customer availability

  • Confirm address or contact information

  • Identify accidental or duplicate orders

  • Reduce fraudulent or unwanted orders

  • Request reasonable order verification

Responses may be recorded against the applicable Order ID for operational purposes.

34. AI Voice Calls for NDR & Delivery Support

Vastranand may use AI-assisted calling when an order receives an:

NDR – Non-Delivery Report

or another unsuccessful delivery update.

The call may help us:

  • Confirm whether the customer still wants the order

  • Confirm customer availability

  • Confirm or correct delivery information

  • Identify a wrong phone number

  • Understand an OTP issue

  • Request delivery reattempt

  • Confirm a preferred reattempt date

  • Determine whether a courier remark is accurate

  • Prevent unnecessary RTO

  • Collect information for logistics escalation

Customer responses may be operationally classified, for example, as:

  • Customer Needs Order

  • Customer Does Not Need Order

  • Reattempt Requested

  • Address Issue

  • Contact Number Issue

  • Customer Unavailable

  • Courier Issue

  • Wrong NDR Update

  • Human Support Required

These classifications may assist Vastranand's logistics and customer-support teams.

35. Delivery & RTO Awareness Calls

AI or automated calls may be used to inform customers about:

  • Pending delivery

  • Repeated delivery failure

  • OTP requirement

  • Address verification

  • RTO risk

  • Shipment return

  • Re-shipment requirements

  • Other important actions required to complete delivery

This communication is intended to reduce avoidable delivery failures and help customers receive their orders successfully.

36. AI Voice Calls for Feedback

Following delivery or customer-service interaction, Vastranand may use automated or AI-assisted calls to request customer feedback.

Feedback may relate to:

  • Product experience

  • Delivery

  • Courier experience

  • Packaging

  • Customer Support

  • Overall satisfaction

  • Problems experienced

  • Suggestions

Participation in optional feedback surveys is voluntary.

37. Awareness & Promotional Calls

Where permitted, Vastranand may use calls to provide customer-awareness information relating to:

  • Fraud awareness

  • Customer-service facilities

  • Order processes

  • Delivery awareness

  • Important service information

  • New Vastranand services

  • Relevant products

  • Promotions

Promotional or marketing-oriented calls will be handled subject to applicable customer consent, communication preferences and telecommunications requirements.

A customer may request not to receive optional promotional communications.

38. Identification of AI Calls

Where reasonably practicable, Vastranand's automated calling system may inform customers that they are interacting with an:

  • AI-assisted system

  • Automated system

  • Computer-generated voice

  • Pre-recorded system

Customers should not assume that every Vastranand voice interaction is handled by a live human agent.

39. Call Recording, Transcription & AI Analysis

For legitimate purposes including:

  • Customer service

  • Order verification

  • Delivery support

  • NDR resolution

  • Fraud prevention

  • Training

  • Quality

  • Security

  • Complaint resolution

  • Service improvement

certain calls may be:

  • Recorded

  • Transcribed

  • Summarised

  • Categorised

  • Analysed by automated or AI systems

Records may include:

  • Mobile number

  • Order ID

  • Call date/time

  • Call duration

  • Customer responses

  • Call recording

  • Transcript

  • AI-generated summary

  • Response category

  • NDR status

  • Feedback

  • Escalation status

Such information will be handled according to Vastranand's Privacy Policy and applicable law.

40. Use of AI Call Information

Information collected through automated or AI calls may be used to:

  • Confirm orders

  • Update verification status

  • Assist delivery

  • Raise NDR escalation

  • Request delivery reattempt

  • Update verified customer information

  • Prevent RTO

  • Assist re-shipment

  • Investigate courier disputes

  • Review grievances

  • Detect misuse

  • Analyse feedback

  • Improve customer experience

Where a matter involves a significant customer dispute or exceptional circumstances, it may be escalated for human review.

41. AI Accuracy & Human Review

AI systems may occasionally:

  • Misunderstand speech

  • Misinterpret an answer

  • Fail to recognise certain accents

  • Generate an incomplete summary

  • Experience technical interruptions

If an important instruction is misunderstood, customers should contact:

contact@vastranand.in

Vastranand may review available recordings, transcripts, order information, courier information and other relevant records where necessary to resolve a material dispute.

42. Human Customer Support

AI is used to support our Customer Service team, not to remove access to human support.

Where AI cannot appropriately resolve a matter, the case may be escalated to:

  • Customer Support

  • Logistics

  • Warehouse

  • Quality Control

  • Accounts

  • Management

  • Other appropriate teams

Customers may contact:

contact@vastranand.in

for further assistance.

43. Communication Preferences

Customers may request not to receive optional promotional or marketing communications where applicable.

Such preferences may be communicated through:

contact@vastranand.in

Opting out of optional promotional communication does not necessarily prevent communications reasonably required for:

  • Active orders

  • Order verification

  • Payment

  • Security

  • Delivery

  • NDR

  • Returns

  • Exchange

  • Refund

  • Customer-requested support

  • Other transaction-related purposes

where such communication is otherwise permitted.

44. Customer Safety During Calls

Customers should never disclose confidential financial credentials during either AI-assisted or human calls.

Never disclose:

  • UPI PIN

  • ATM PIN

  • Debit/Credit Card PIN

  • Banking password

  • Other secret authentication credentials

Certain courier delivery processes may legitimately use a delivery OTP.

Customers should verify the purpose of an OTP before sharing or entering it.

Banking, payment or login OTPs should not be disclosed merely because a caller claims to represent Vastranand.

45. Technology & Service Providers

Vastranand may engage authorised:

  • AI technology providers

  • Calling platforms

  • Telecom service providers

  • Cloud providers

  • Customer-support providers

  • Logistics partners

  • Other technology vendors

to operate or support customer communications.

Personal information may be processed by such service providers where reasonably necessary to provide the relevant service, subject to Vastranand's Privacy Policy, contractual arrangements and applicable law.

46. Customer Communications

Vastranand may send transactional and service-related communications concerning:

  • Order confirmation

  • Payment

  • Verification

  • Dispatch

  • Tracking

  • Delivery

  • NDR

  • OTP-related delivery support

  • RTO

  • Returns

  • Exchange

  • Refund

  • Account security

  • Customer Support

  • Important service information

through channels including:

  • Email

  • SMS

  • WhatsApp

  • Telephone

  • AI voice calls

  • Automated calls

  • App notifications

  • Other supported communication channels

47. Reviews & Customer Content

Customers may submit:

  • Reviews

  • Ratings

  • Photographs

  • Videos

  • Feedback

  • Testimonials

  • Suggestions

Content submitted must not knowingly:

  • Be false

  • Mislead users

  • Impersonate another person

  • Infringe intellectual-property rights

  • Violate privacy

  • Contain malware

  • Contain unlawful content

Vastranand may moderate or remove inappropriate content where reasonably necessary.

48. Public Customer Content

Where customers voluntarily submit reviews, photographs, videos or testimonials intended for public display, Vastranand may display, reproduce or format such content for legitimate website, customer-experience or promotional purposes, subject to applicable privacy requirements.

Private support communications and private call recordings are not automatically treated as public testimonials.

49. Intellectual Property

Vastranand's intellectual property may include:

  • Brand name

  • Logo

  • Product photographs

  • Product videos

  • Product descriptions

  • Graphics

  • Artwork

  • Website design

  • Packaging

  • Marketing material

  • Software

  • Other creative assets

Such materials may not be commercially copied, reproduced, impersonated or exploited without appropriate permission.

50. Brand Impersonation

No person may falsely claim to be:

  • Vastranand

  • An authorised Vastranand employee

  • An official Vastranand store

  • An authorised Vastranand distributor

  • An authorised reseller

without appropriate permission.

Suspected impersonation may be reported to:

contact@vastranand.in

51. Prohibited Uses

Users must not use Vastranand's website or services for:

  • Illegal activity

  • Fraud

  • Payment abuse

  • Account takeover

  • Product switching

  • False refund claims

  • Return fraud

  • Cyberattacks

  • Malware

  • Security circumvention

  • Unauthorised commercial copying

  • Impersonation

  • Promotional abuse

  • Knowingly false information

  • Unlawful collection of personal information

  • Website disruption

  • Other unlawful or malicious activity

Vastranand may restrict access where serious misuse is reasonably established.

52. Automated Access & Scraping

Users must not use bots or automated systems in a manner intended to:

  • Disrupt Vastranand.in

  • Overload infrastructure

  • Circumvent purchase restrictions

  • Manipulate stock availability

  • Abuse promotions

  • Attempt unauthorised access

  • Interfere with security

  • Unlawfully reproduce protected content

Legitimate search-engine indexing and authorised services may be treated separately.

53. Fraud & Misuse Protection

Vastranand may investigate reasonable evidence of:

  • Product switching

  • False damage claims

  • Fraudulent refunds

  • Manipulated photographs/videos

  • Payment abuse

  • Repeated abusive returns

  • Repeated intentional delivery refusal

  • Promotional fraud

  • Other serious misuse

Where misuse is reasonably established, Vastranand may restrict:

  • COD

  • Returns

  • Exchanges

  • Promotions

  • Certain refund methods

  • Future ordering privileges

subject to applicable law.

54. Third-Party Services

Vastranand's online operations may use third-party services including:

  • Shopify

  • Payment gateways

  • Courier companies

  • Logistics platforms

  • Calling systems

  • Communication providers

  • Hosting providers

  • Analytics platforms

  • Cloud services

  • Technology providers

Parts of our service may therefore depend on systems outside Vastranand's direct control.

55. Third-Party Links

Vastranand.in may contain links to third-party websites or services.

Such links may be provided for:

  • Payments

  • Tracking

  • Social media

  • Service functionality

  • Convenience

Vastranand does not control every third-party website or service.

Customers should review the applicable third-party terms before independently transacting with them.

56. Website Availability

We aim to provide reliable website and service availability.

Temporary interruptions may occur because of:

  • Maintenance

  • Software updates

  • Server issues

  • Internet outages

  • Cybersecurity measures

  • Payment-provider outages

  • Third-party service failures

  • High traffic

  • Technical problems

  • Circumstances outside reasonable control

57. Customer Support Records

For legitimate customer-service, security, quality, training, fraud-prevention and dispute-resolution purposes, Vastranand may maintain reasonable records of customer-support interactions, subject to the Privacy Policy and applicable law.

Customers should provide truthful information when requesting assistance.

Knowingly providing false evidence or misleading information may affect the investigation and applicable resolution.

58. One-Point Customer Support

Customers do not need to determine whether their issue belongs to:

  • Customer Support

  • Logistics

  • Warehouse

  • Quality Control

  • Accounts

  • Payment provider

  • Technology team

  • Another internal department

For genuine order-related concerns, contact:

contact@vastranand.in

Vastranand will internally route the matter to the appropriate team where required.

59. Grievance Resolution

Customers may raise grievances relating to:

  • Products

  • Orders

  • Payment

  • Delivery

  • Returns

  • Exchange

  • Refund

  • Account

  • Customer Support

  • Other transaction-related concerns

by emailing:

contact@vastranand.in

Please provide where applicable:

  • Order ID

  • Registered Mobile Number

  • Description of concern

  • Supporting photos/videos

  • AWB / tracking information

  • Return tracking details

  • Previous support reference

60. Grievance Handling Timeline

Vastranand aims to acknowledge a formally registered consumer grievance within 48 hours of receipt.

We aim to review and redress the grievance within one month of receipt, or sooner wherever reasonably possible.

Cases involving courier investigation, payment providers, external authorities, fraud investigation or other complex third-party matters may require coordination with the appropriate parties.

Customers will not be required to independently coordinate between Vastranand's internal departments.

61. Grievance Officer

Grievance Officer – Vastranand Pvt. Ltd.

Name: Daksh V Katrodiya

Designation: Grievance Officer

Email: contact@vastranand.in

Customer Care: +91 8154 0000 63

Address

VASTRANAND
Plot No. 998, Road No. 87,
Sachin G.I.D.C.,
Surat – 394230, Gujarat, India

Where a customer is not satisfied with the regular Customer Support resolution, they may request that the matter be escalated for Grievance Officer Review.

Please include the Order ID and previous support information wherever available.

62. Privacy & Personal Information

Customer information may be used for legitimate purposes including:

  • Account creation

  • Order processing

  • Payment

  • Fraud prevention

  • Delivery

  • AI voice communication

  • Call recording/transcription where applicable

  • Returns

  • Refund

  • Customer Support

  • Security

  • Analytics

  • Service improvement

  • Marketing where permitted

The detailed manner in which Vastranand collects, uses, stores, shares and otherwise processes personal information is governed by our Privacy Policy.

63. Suspension or Restriction of Services

Where serious misuse is reasonably established, Vastranand may restrict:

  • Account access

  • COD

  • Returns

  • Exchanges

  • Promotional benefits

  • Ordering facilities

Possible reasons may include:

  • Fraud

  • Payment abuse

  • Return fraud

  • Product switching

  • Repeated deliberate delivery refusal

  • Security misuse

  • Illegal activity

  • Serious violation of these Terms

Any restriction remains subject to applicable law.

64. Events Beyond Reasonable Control

Vastranand will make reasonable efforts to fulfil accepted transactions.

However, performance may be affected by circumstances including:

  • Natural disasters

  • Floods

  • Heavy rainfall

  • Fire

  • Epidemics

  • Government restrictions

  • War

  • Civil disturbance

  • Strikes

  • Transportation disruption

  • Courier interruption

  • Customs delays

  • Internet outage

  • Payment network failures

  • Cybersecurity incidents

  • Other comparable circumstances beyond reasonable control

Where such circumstances materially affect fulfilment, applicable timelines may reasonably be extended.

65. Limitation of Responsibility

To the maximum extent permitted by applicable law, Vastranand will not be responsible for indirect or consequential losses arising solely from circumstances outside its reasonable control or from misuse of our services.

Nothing in these Terms is intended to exclude:

  • Mandatory consumer rights

  • Liability that cannot lawfully be excluded

  • Remedies available under applicable law

66. Customer Responsibility for Unlawful Misuse

Customers may be responsible for reasonably established losses or claims caused by their intentional unlawful misuse of Vastranand's services, including:

  • Fraud

  • System interference

  • Product switching

  • False refund claims

  • Intellectual-property infringement

  • Illegal activity

This provision does not reduce mandatory consumer protections.

67. No Waiver of Consumer Rights

Nothing in these Terms is intended to remove, waive or restrict any consumer right that cannot legally be excluded.

Where these Terms conflict with a mandatory legal requirement, the mandatory requirement will apply to the extent of that conflict.

68. Termination

Customers may stop using Vastranand's services at any time.

Vastranand may suspend or terminate access where serious:

  • Fraud

  • Security misuse

  • Illegal conduct

  • Violation of these Terms

is reasonably established.

Termination does not automatically remove rights or obligations arising from transactions already completed or in progress.

69. Governing Law

These Terms and transactions made directly through Vastranand.in are governed by the applicable laws of India.

Subject to any mandatory consumer jurisdiction or forum available under applicable law, disputes relating to Vastranand's business operations may be subject to the competent courts at:

Surat, Gujarat, India

Nothing in this provision is intended to prevent a consumer from using any legally available consumer-redressal forum.

70. Changes to These Terms

Vastranand may update these Terms from time to time because of:

  • Business changes

  • New services

  • Operational requirements

  • Technology changes

  • Security requirements

  • Legal/regulatory developments

Updated Terms may be published on Vastranand.in together with an updated revision date.

Changes will not be used to unlawfully remove rights already applicable to completed transactions.

71. Severability

If any provision of these Terms is determined to be invalid or unenforceable, that provision will be limited or removed only to the extent necessary.

The remaining provisions will continue to apply to the extent legally permitted.

72. No Waiver

If Vastranand does not immediately enforce a provision in a specific situation, this does not automatically mean the provision has been permanently waived.

73. Entire Customer Agreement

These Terms, together with the applicable:

  • Order information

  • Product-page conditions

  • Shipping Policy

  • Refund, Return & Exchange Policy

  • Privacy Policy

  • Promotional terms

  • Customization terms

  • Payment conditions

form the applicable commercial terms governing the customer's direct transaction with Vastranand.

74. Contact Information

For questions regarding these Terms, customer accounts or existing orders:

Head Office · Surat

VASTRANAND

Plot No. 998, Road No. 87,
Sachin G.I.D.C.,
Surat – 394230, Gujarat, India

Customer Care: +91 8154 0000 63

Official Email: contact@vastranand.in

Customer Support Hours

Monday to Saturday
10:00 AM – 6:00 PM IST

Support may be unavailable on Sundays and public holidays.

Messages received outside normal support hours will generally be reviewed on the next working day.

75. Our Service Commitment

At Vastranand, our Terms and Policies are not intended only to protect the business.

They are intended to create a transparent and fair understanding between Vastranand and our customers.

Our approach is:

Clear Before Purchase

Provide meaningful product, pricing, delivery and policy information.

Secure During the Transaction

Use reasonable payment, order-verification and fraud-prevention measures.

Smart During Delivery

Use logistics technology, human support and AI-assisted communication to improve delivery success and resolve NDR issues faster.

Fair When Something Goes Wrong

Review genuine concerns using available customer evidence, order information, warehouse records, courier information and other relevant data.

One Point of Support

Customers should not have to chase multiple departments, courier companies or technology providers.

Contact Vastranand once, and our team will coordinate internally where required.

Human Support When It Matters

Technology and AI are used to improve speed and efficiency, but important disputes and exceptional concerns may be escalated for appropriate human review.

Protect Genuine Customers

Appropriate verification and fraud controls help us continue providing reliable COD, return, exchange and customer-service facilities to genuine customers.

76. A Message From Vastranand

Every order is a transaction, but behind every transaction is a customer's trust.

We understand that trust is built not only when everything goes perfectly, but also through how a business responds when something does not.

Our aim is to provide:

Clear information.

Responsible service.

Smart technology.

Fair verification.

Transparent communication.

Human support when required.

Appropriate resolution.

We ask our customers to support the same fair system by providing accurate information, using our services responsibly, responding genuinely to delivery and order-verification communication, and providing truthful information when assistance is required.

Thank you for choosing Vastranand.

Vastranand Pvt. Ltd.

Quality in every product. Responsibility in every service.