Last updated: June 30, 2026
Published by: CIVARA WORKSHOP
Applies to: All orders placed directly on civaraworkshop.com
For orders placed via Etsy, please also refer to the policies stated in our Etsy shop listing.
Overview
Every product made by CIVARA WORKSHOP is woven to order on a traditional handloom in Srinagar, Jammu and Kashmir, India. We hold no finished stock. Because each item is produced to the individual customer’s measurements, colour choice, and specifications, our returns policy is shaped primarily by the made-to-order nature of what we make.
This policy sets out clearly what you can expect before, during, and after your order – including your cancellation rights, the conditions under which refunds are issued, and what happens if something goes wrong.
Please read this policy before placing your order. If you have any questions, contact us at hello@civaraworkshop.com before purchasing.
PART A – MADE-TO-ORDER AND CUSTOM ITEMS
A1. What Is a Made-to-Order Item?
All products listed on civaraworkshop.com – including Pashmina shawls, meditation scarves and wraps, and monastic robes – are made to order. This means no item exists in finished form at the time you place your order; your order initiates a production process specific to your chosen dimensions, colour, weight, and any other specifications you provide; and the item woven for you cannot be unwound, re-woven, and sold to another customer in the same form.
This is not a limitation – it is the nature of handloom craftsmanship. It means that what you receive has been made specifically and exclusively for you.
A2. The Specification Confirmation Trigger
Production of your item does not commence at the moment of payment. It commences at the moment you confirm your specifications in writing.
After your payment is received, we will contact you within 1 business day via email (to the address provided at checkout) with a Specification Confirmation Request. This will ask you to confirm or provide finished dimensions (length × width in centimetres); weight preference (standard or heavy-weight Pashmina); colour choice (from the Civara Workshop colour palette, or natural/undyed); weave style (if a choice is available for your selected product); and any embellishment or personalisation instructions (hand-embroidery, monogram).
Production begins when you return this confirmation in writing – by email reply, WhatsApp message, or via the confirmation form linked in our email. This moment – the written specification confirmation – is the point at which your right of cancellation changes, as described in Section A3 below.
A3. Cancellation Rights – Before and After Production Begins
Before you return your specification confirmation: You may cancel your order at any time before returning the completed Specification Confirmation. Contact us at hello@civaraworkshop.com with your order number. A full refund will be issued to your original payment method within 7 business days. No questions asked.
After you return your specification confirmation, but before weaving begins (typically within 24 to 48 hours of confirmation): There is a brief window after your specifications are confirmed but before the physical weaving of your fabric begins. If you contact us during this window, we will make every effort to halt production and issue a full refund. This window cannot be guaranteed – it depends on workshop scheduling – but we will always try to accommodate a cancellation request made promptly after specification confirmation.
After weaving has begun: Once your handloom weaving has commenced, cancellation is not possible. The fabric is being produced to your exact dimensions and specifications. A partially woven Pashmina piece cannot be restocked, resold, or repurposed for another customer’s order. No refund is available for cancellations requested after weaving has begun, except in the circumstances described in Sections A5 and A6 below.
A4. Notice to EU and UK Consumers – Right of Withdrawal
If you are located in the European Union or the United Kingdom, you ordinarily have a right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which allows you to cancel a distance purchase within 14 days without giving a reason.
This right of withdrawal does not apply to CIVARA WORKSHOP’s made-to-order products.
Under Article 16(c) of the EU Consumer Rights Directive and the equivalent provision of the UK Consumer Contracts Regulations 2013, the right of withdrawal is expressly excluded for goods that are made to the consumer’s specifications or clearly personalised.
All CIVARA WORKSHOP products are made to the customer’s confirmed specifications – specific dimensions, colour, weight, and weave style – and are therefore personalised goods within the meaning of these provisions.
By confirming your specifications and proceeding with your order, you acknowledge that:
- CIVARA WORKSHOP will begin production of your personalised item upon receipt of your specification confirmation
- Your right of withdrawal under EU or UK law does not apply once production has commenced
- You are purchasing a bespoke handloom-woven item that cannot be returned solely on the basis of a change of mind once production has begun
This exclusion does not affect your rights in the event of a defective item, a material error in production, or damage in transit – which are addressed in Sections A5, A6, and Part B below.
A5. If We Make an Error
If the finished item we deliver to you materially deviates from the specifications you confirmed in writing, we will remedy the error at our cost. Material deviation means dimensions significantly different from the confirmed measurements (more than 3 cm variance in either direction); colour woven clearly different from the colour confirmed in your Specification Confirmation; weave style different from the confirmed selection; or a significant structural defect attributable to the weaving or finishing process (not natural handloom variation – see Section A7).
What to do: Contact us at hello@civaraworkshop.com within 48 hours of delivery with your order number, a clear description of the deviation, and photographs clearly showing the issue.
We will review your report and respond within 3 business days with a proposed remedy. At our discretion, the remedy will be one of:
- Free alteration – where the deviation can be corrected by a skilled tailor or finisher without reweaving
- Partial refund – agreed between us based on the nature and severity of the deviation
- Full remake – a new item woven to your original confirmed specifications, produced on a priority basis; return of the original item to us will be arranged at our cost
If we agree to a remedy requiring return of the item, we will provide a prepaid return shipping label. The treatment of any import duty and tax in connection with a remedy under this section is set out in Part C (“Duties and taxes in refunds”).
A6. If Your Item Arrives Damaged in Transit
If your item arrives physically damaged as a result of transit handling – torn, compressed, or soiled due to packaging failure – please note the damage with the delivery carrier at the point of delivery if possible; photograph the outer packaging and the damaged item; and contact us at hello@civaraworkshop.com within 48 hours of delivery with your order number and photographs.
We will file a claim with the carrier and arrange a replacement or refund. You will not be asked to bear any cost for transit damage, including any import duty or tax on a replacement (see Part C).
A7. Natural Handloom Variation – Not a Defect
CIVARA WORKSHOP’s products are woven on traditional handlooms by skilled artisans. Handloom textiles have inherent natural characteristics that are not defects and are not grounds for return or refund: slight irregularities in weave density or thread spacing visible on close inspection; minor variation in colour tone between batches (natural dye lots differ, and even synthetic dye lots have slight variation between weaving runs); minor variation in finished dimensions of up to 3 cm from confirmed measurements, arising from the handloom production process and natural fibre behaviour after washing and finishing; and surface texture variation characteristic of pure Pashmina fibre.
These are the marks of authentic handloom craftsmanship. They are described and shown in our product photography and product descriptions. Purchasing a handloom-woven item involves accepting these natural characteristics.
PART B – IF STANDARD (NON-CUSTOM) ITEMS ARE EVER OFFERED
At the date of this policy, all CIVARA WORKSHOP products are made to order. If CIVARA WORKSHOP introduces any ready-made, non-personalised products in the future, the following terms will apply to those items:
- Return window: 14 days from the date of delivery
- Condition: Unused, unwashed, unaltered, with all original labels and care tags attached, and in original packaging
- Return shipping: The buyer is responsible for return shipping costs unless the item is defective or materially misdescribed
- Refund: Issued to the original payment method within 7 business days of receiving and inspecting the returned item
- EU/UK buyers: A model withdrawal form will be provided with such products; the 14-day withdrawal right will apply in full
This section will be updated if and when non-custom products are introduced.
PART C – REFUND PROCESSING
Duties and taxes in refunds:
For the destinations we serve, your order total collected at checkout includes the destination-country import duty and import VAT or GST, which we remit on your behalf when your order is imported (see our Pricing, Taxes, VAT and Import Duties page). How that duty-and-tax component is treated when a refund is due depends on whether your order had been imported at the time:
- Cancellation before dispatch. Where your order is cancelled before it leaves India – including the pre-confirmation and pre-weaving cancellations in Section A3, and any order CIVARA WORKSHOP cancels before dispatch – no duty or tax has been incurred or remitted, so your refund includes the full duty-and-tax component along with the product price and shipping.
- A discretionary refund after import on an order that is not at fault. If, after your parcel has been imported, we agree as a goodwill matter to refund a non-defective order, the import duty and tax already remitted to your country’s authorities has passed to a third-party government and is not recoverable by us; any such refund covers the product price only, and the remitted duty and tax is non-refundable. (For made-to-order goods, a change-of-mind return is in any event excluded by the withdrawal position in Section A4, so this case is limited.)
- Seller error, defect, or transit damage after import (Sections A5 and A6). Where we are at fault, we remedy at our cost under applicable consumer law. We retain discretion over the form of remedy, and where an equivalent remedy is available we will choose one that does not require a second import – for example, a free alteration or a partial refund with you keeping the item – rather than a full remake. Where a full remake or replacement is the appropriate remedy, we bear the cost of producing and shipping the replacement, including its import duty and tax; you will never be asked to pay import charges twice. We are not obliged to fund a second set of import charges where an equivalent remedy that avoids re-import is available and reasonable.
Refund timelines and method:
Payments made via Razorpay (card payments): Refunds are initiated within 2 business days of approval and typically appear on your card statement within 5 to 7 business days. Processing times are determined by your card-issuing bank and are beyond our control.
Payments made via PayPal: Refunds are initiated within 2 business days of approval and typically appear in your PayPal account within 3 to 5 business days.
Partial refunds: Where a partial refund is agreed (for example, in cases of seller error where the item is retained by the buyer), the agreed amount will be refunded to the original payment method on the same timelines above.
Currency: Refunds are issued in the currency in which your original payment was made. CIVARA WORKSHOP is not responsible for exchange rate movements between the date of purchase and the date of refund.
PART D – ORDERS PLACED VIA ETSY
If you placed your order via our Etsy shop rather than directly on civaraworkshop.com, the following applies:
- Our made-to-order cancellation and returns terms above apply to the extent permitted by Etsy’s platform policies
- In addition, Etsy Purchase Protection may apply to your order. Etsy’s programme covers qualifying buyers for up to USD 250 per order in cases of non-delivery, significant damage in transit, or items that differ significantly from the listing description. Etsy’s Purchase Protection operates independently of our seller policies – Etsy may grant a buyer refund even where our seller policy states no returns, in qualifying circumstances
- For Etsy orders, please open any dispute or case through your Etsy account in the first instance; you may also contact us directly at hello@civaraworkshop.com in parallel
PART E – WHOLESALE AND INSTITUTIONAL ORDERS
Orders placed by monasteries, retreat centres, yoga studios, and other institutional buyers – whether via Faire or directly – are subject to the Wholesale and Institutional Buyer Terms published separately on this website. In summary, wholesale orders are non-returnable except in cases of confirmed defect or significant misdescription; for orders placed via Faire, Faire’s 60-day return policy for wholesale buyers applies and takes precedence over this policy for those orders; and defect claims for wholesale orders must be submitted within 5 business days of delivery with full photographic documentation.
PART F – SPIRITUAL AND CULTURAL USE
CIVARA WORKSHOP produces textiles that are purchased for spiritual, religious, meditative, and cultural purposes – including meditation wraps and monastic robes used in formal ceremonial and contemplative contexts.
Dissatisfaction with a perceived spiritual, meditative, religious, or energetic outcome is not a defect and is not grounds for a return or refund. Our products are physical textile items of defined fibre composition, dimensions, and craftsmanship. They do not carry guarantees of spiritual experience or outcome. Please refer to our Spiritual and Religious Use Disclaimer for the full statement on this matter.
PART G – CONTACT FOR RETURNS, REFUNDS, AND DISPUTES
For all returns, refund requests, cancellations, and disputes:
Email: hello@civaraworkshop.com
Subject line: “Return/Refund – [Order Number]”
WhatsApp: +91 985-708-0786
Phone: +91 889-937-4887
Postal address: Hilal Ahmad Goona, CIVARA WORKSHOP, Abi Buchwars, Dalgate, Srinagar 190001, Jammu and Kashmir, India
Response within 48 hours. Resolution or substantive update within 30 days.
This policy was last reviewed and updated on June 30, 2026. CIVARA WORKSHOP reserves the right to update this policy; the version in force at the date of your order is the version that applies to your order. The current version will always be available at civaraworkshop.com/returns-policy.