Applicable for Domestic Customers – Purchase & Delivery within India

We understand that at times as a customer you may want to change your purchase decision for whatever reasons or in a rare case you may find an incorrect/ defective product delivered to you. In all such scenarios, we will be happy to take note of your feedback and provide reasonable alternatives to ensure that your genuine concerns are fairly addressed.

  1. The products that are “Eligible for Return” can be returned within 7 days of receiving the goods by the customer. To be “Eligible for Return” customer must ensure
  • (a) To inform us within 48 hours of receiving the merchandise through an email sent to service@theblockstory.com with the subject “Return of Product” – Order No./Invoice No. explaining the concern & attaching images (to substantiate claims for defects).
  • (b) That item to be returned must be unused/unwashed/unworn/unstained/undamaged and in the same condition & original packing (including hang-tags, hangers, plastic & cloth packing bags, accessories etc) as at time of receiving the goods.
  • (c) To arrange to send the goods safely packed through a reputed courier of his choice (only after “Return of product” request has been approved by us) & email the scanned copy of the courier invoice/bill to service@theblockstory.com. In some cases where arrangements exist, we may also provide option for return pickup through our courier agency. Where approved items to be returned are shipped by customer through his courier agency, we will reimburse verifiable expenses as explained in Section 4 below.
  1. Not all products are “Eligible for Return”. Product eligible for return are clearly marked & visible under shipping information. Customers should make it a point to understand which products are eligible for return before making a purchase. For example: Items on sale, handloom products, running fabric lengths cuts, soft toys, custom tailored garments, hand bags, items of personal use & hygiene like sleep wear, bathing robe etc are not “Eligible for Return” unless we have sent an incorrect or defective product.
  1. Once “Eligible for Return” goods are received by us in accordance with Sec 1 of this policy, we will examine the goods and take a final decision within Seven (7) days to either accept or reject the “Return of Product” request. For all rejected “Return of Product” requests, we will ship the goods back to customer. For all “Return of product” requests accepted by us, customers must send the goods to the following address and further choose any one of the following Four options offered by us.

The Block Story

G-8, Ground Floor, Neelkanth Towers, Bhawani Singh Road, C-Scheme (Near 22 Godown Circle/ Adj. to MGF Metropolitan Mall), Jaipur – 302001 (Rajasthan), India.

Phone & Email Id

(11 AM – 8 PM, Mon to Sat & excluding public holidays) | Landline : +91-0141-4001488, Whatsapp : +91-9358899865 | Email : service@theblockstory.com

  • (a) Exchange : Customer may opt to exchange originally bought product with another piece/ unit of the same product & same price in our inventory. Please note that this option can be exercised only in case of availability of another unit of same product & same price in our inventory and not otherwise.
  • (b) Store Credit (Non-Transferable) with unlimited expiry date : Customer may avail “Store Credit” option wherein we add an amount equal to the originally purchased product value to customer’s “The Block Story” account within 7 working days. When making next purchase customers can use this “Store Credit” amount at “Cart/ Shipping” page on our website. There is no expiry to “Store Credit”. Therefore, customers can use it as per their convenience.
  • (c) Gift Voucher with unlimited expiry date : Customer may ask us to issue a “Gift Voucher” without any expiry date to a person of his choice. For this purpose, customer will have to share basic details of the recipient of “Gift Voucher” like Title/ Full Name/ Gender/ Date of Birth/ Email Id/ Mobile Phone No./ Special Message (If any).
  • (d) Refund : If customer does not wish to avail any abovementioned options under sec 3 then we will “Refund” the amount originally paid by customer either through the same channel as used by customer for making the payment to us like credit card or refund the amount through direct bank transfer (NEFT). For refund through NEFT, customer will have to share Bank Account Holder’s Full Name, Bank Account No., IFSC Code, Bank Name, Bank Branch address. Please note that refund will be made to same credit card/ bank account through which payment was received by us and not any other account.
  1. Only verifiable courier expenses incurred by customer while returning “incorrect or defective product” back to us in accordance with sec. 1, will be reimbursed by us. We will add an equivalent amount to either “Store Credit” or to “Gift Voucher” value or to “Refund” amount processed to customer’s credit card/ bank account (as applicable). Courier expenses incurred by customer while returning goods due to “change of purchase decision for reasons other than receipt of “incorrect or defective product” is non-refundable or additionally chargeable in case pickup of return shipment is arranged by us.
  1. Gifts : In case of a “Return of Product” request approved by us of “Eligible for return” goods purchased by a customer using a gift voucher i.e. customer directly received good through us, we will only issue a Non Transferable “Store Credit” with unlimited expiry date to you. In other words, gift voucher cannot be encashed .
  1. When returning the “Eligible for return” product to us in accordance with section 1(c), we are not liable for any “loss in transit” or damages due to mishandling by the courier agency chosen by customer to send goods to us.
  1. “SALE items” can neither be exchanged nor refunded unless we have sent an “incorrect or defective product” to you.
  1. We accept cancellation request provided
  • (a) Cancellation request is sent to us strictly within 24 hours of placing the order.
  • (b) Order has not been dispatched/ shipped from our store.
  • (c) Cancellation request is sent from your registered email id (in your account with us) to us at service@theblockstory.com with subject clearly mentioning “Cancellation Request”.
  • (d) Against accepted cancellation requests we offer our customers the choice of availing any one of the options explained in Sec 3 of this policy.
  • (e) Cancellation resulting in Refund will be subject to charges levied/deductions (actuals) made by the banking channels as may be applicable at the time of refund.
  1. All returns are subject to discretion of “Earthy Elements Textile LLP”. Customer must agree not to dispute decision made by us and accept our decision regarding approval or rejection of “Return of Product” request. Refusal to accept our decision or multiple instances of “Return of Product” requests (more than 50% of delivered products), repeat instances of “Refusal to accept COD orders”, repeat instances of “incorrect address/ house locked/refusal to accept courier delivery” etc may result in either blacklisting of customer for future purchase or acceptance of future orders by us without offering option to “Return/ Exchange/ Cancel/ Refund”.

Applicable to International Customers – Purchase made from & Delivery outside India

We understand that in rare unfortunate cases & inspite of stringent checks at our end you may still find an incorrect/ defective product delivered to you. In such cases, we will be happy to take note of your feedback and provide reasonable alternatives to ensure that your genuine concerns are fairly addressed.

  1. International customers must ensure to inform us within 48 hours of receiving the “Defective/ Incorrect Products” through an email sent to service@theblockstory.com with the subject “International – Return of Product” – Order No./Invoice No. explaining the concern & attaching images to substantiate claims for defect/ incorrect product.
  1. We will fairly examine you claim including engaging you through telephonic/ video call to understand your concerns. For all bonafide “International – Return of product” requests accepted by us, customers may choose any one of the following Three (3) options offered by us
    • (a) Replacement : In case of availability of a different piece/ unit of the same product & same price in our inventory, customer may opt to avail a replacement of originally bought product. Please note that this option can be exercised only in case of availability of another unit of same product in our inventory and not otherwise.
    • (b) Store Credit (Non-Transferable) with 60 days validity : We add an amount equal to the originally purchased product value to customer’s “The Block Story” account within 7 working days. When making next purchase customers can use this “Store Credit” amount at “Cart/ Shipping” page on our website. Please note that “Store Credit” will expire after 60 days therefore customer must use it within validity period or send a request to us at service@theblockstory.com with the subject “Request for extension of Store Credit Validity”. Also, customers may use “Store Credit” in full in one purchase transaction or spread across multiple purchase transactions.
    • (c) Refund : If customer does not wish to avail any of abovementioned options under this section, then we will “Refund” the amount originally paid by customer. Please note that refund will be made to same credit card/ bank account through which payment was received by us and not to any other account.
  1. Given high shipping costs, custom duties & taxes and other challenges of cross border trade we do not accept exchange/ return or cancellation requests once we have dispatched goods from our store. We usually dispatch all “Ready to Ship” goods within 24 to 48 hours of receiving the payment in our bank account. We however accept cancellation request provided
  • (a) Cancellation request is sent to us strictly within 24 hours of placing the “Ready to Ship” or “Custom made” order.
  • (b) “Ready to ship” order has not been dispatched/ shipped from our store.
  • (c) Cancellation request is sent from your registered email id (in your account with us) to us at service@theblockstory.com with subject clearly mentioning “Cancellation Request”.
  • (d) Against accepted cancellation requests we offer our customers the choice of availing replacement or exchange with another product, store credit as explained in section 2 of this policy. However, please note that in case of refund resulting from cancellation request, we will deduct charges (actuals) levied by the banking channels as may be applicable at the time of refund.
  1. All returns are subject to discretion of “Earthy Elements Textile LLP”. Customer must agree not to dispute decision made by us and accept our decision regarding approval or rejection of “Return of Product” request. Refusal to accept our decision or multiple instances of “Return of Product” requests (more than 50% of delivered products), repeat instances of “incorrect address/ house locked/refusal to accept courier delivery” etc may result in either blacklisting of customer for future purchase or acceptance of future orders by us without offering option to “Return/ Exchange/ Cancel/ Refund”.