Terms & Conditions — ARZO India

Last updated: 08-09-2026

1. Introduction

These Terms & Conditions ("Terms") govern your access to and use of the website https://arzoindia.com (the "Website"), and any purchase you make from us, whether online or at our physical stores in Ludhiana, Jalandhar, or Dehradun.

The Website is operated by Arzo India ("ARZO," "we," "us," or "our"), with its registered/principal address at 335 CX, Model Town Extension, Ludhiana, Punjab 141002, India.

By accessing the Website or placing an order with us, you agree to be bound by these Terms, our Privacy Policy, Shipping Policy, and Exchange Policy, which are incorporated into these Terms by reference. If you do not agree to these Terms, please do not use the Website or place an order.

2. Eligibility

To place an order with us, you must be at least 18 years old and capable of entering into a legally binding contract under the Indian Contract Act, 1872. If you are under 18, you may only use the Website under the supervision of, and with orders placed by, a parent or legal guardian.

3. Account Registration

You may browse the Website without an account, but an account is required to check out on some flows and is needed to track orders and save addresses.

  • You are responsible for maintaining the confidentiality of your account login details and for all activity that occurs under your account.

  • You agree to provide accurate, current, and complete information when creating an account or placing an order, and to keep it updated.

  • We reserve the right to suspend or terminate accounts that provide false information, are used fraudulently, or violate these Terms.

4. Products, Descriptions, and Pricing

  • We make every effort to accurately describe our products, including fabric, weave, and construction details (e.g., "handwoven," "Banarasi," "Kanjivaram," "Pure Silk"), and to display accurate images. Because our products are largely handcrafted and made from natural fibres, minor variations in colour, texture, or weave between what is pictured and what you receive are normal and are not considered defects (see also our Exchange Policy).

  • Prices are listed in Indian Rupees (INR) for domestic orders, and may be displayed in your local currency for international orders based on the markets we currently serve (see Section 7). Prices are inclusive of applicable taxes for domestic orders unless stated otherwise.

  • Prices are subject to change without notice, but a change will not affect an order you have already placed and paid for.

  • We reserve the right to limit quantities, refuse an order, or cancel an order (with a full refund of any amount paid) if a product is listed at an incorrect price or is unavailable, whether due to a pricing error, stock error, or other issue.

5. Orders and Order Acceptance

  • Placing an order on the Website is an offer to purchase. An order is not confirmed until we send you an order confirmation email or message.

  • We reserve the right to refuse or cancel any order for reasons including, but not limited to: product unavailability, errors in pricing or product information, suspected fraud, or an unusual or unusually large order.

  • For made-to-order or customised items, order changes or cancellations may not be possible once production has started — see Section 8 and the customisation terms on the relevant product page.

6. Payment

  • We accept the payment methods displayed at checkout, which may include credit/debit cards, net banking, UPI, and other digital payment methods, processed through our third-party payment gateway partner(s).

  • We do not store your full card number, CVV, or UPI PIN. Payment data is handled directly by our payment gateway provider under their own security standards.

  • All payments must be received in full before an order is processed and dispatched, except where an alternative arrangement (such as cash on delivery, if offered) is explicitly available at checkout.

7. Shipping and Delivery

Full shipping details are set out in our Shipping Policy, which forms part of these Terms. In summary:

  • Domestic (India): free shipping on all orders, to all serviceable pin codes, with delivery typically within 5–7 business days after dispatch (1–3 business days processing time).

  • International: we currently ship to Australia, Canada, France, Germany, New Zealand, Portugal, Switzerland, and the United States. Free shipping applies on international orders above ₹40,000; a flat shipping charge of ₹3,500 applies to international orders of ₹40,000 or below. If your country isn't listed, contact us at wecare@arzoindia.com before ordering.

  • Delivery timelines are estimates and may be affected by courier delays, weather, customs processing (for international orders), or other circumstances outside our control. We are not liable for delays caused by our courier or logistics partners once a shipment has left our facility, though we will assist you in tracking and resolving any delivery issue.

  • Any customs duties, import taxes, or similar charges for international orders are the responsibility of the customer.

8. Exchanges, Refunds, and Cancellations

Our full policy is set out in our Exchange Policy, which forms part of these Terms. In summary:

  • We offer exchanges on eligible items within 7 days of delivery (online orders) or 7 days of purchase (in-store). Certain items — including customised, personalised, or made-to-order products, and sale/discounted items — are not eligible for change-of-mind exchange.

  • If you receive an item that is genuinely damaged, defective, or different from what you ordered, we will offer a free replacement, a full refund, or store credit, at your choice, once verified — this is the one case where a monetary refund is available.

  • Orders may be cancelled free of charge within 12 hours of placing the order, or any time before the order enters processing, whichever is earlier; cancellation cannot be guaranteed once an order has entered processing or been dispatched.

  • This policy applies equally to items purchased online and in-store.

If you have any doubt about whether a specific product is eligible for exchange, please contact us before placing your order.

9. Intellectual Property

All content on the Website — including text, graphics, logos, product photography, and design — is owned by or licensed to Arzo India and is protected under applicable Indian and international intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on the Website without our prior written consent, except for personal, non-commercial use (such as saving a product image to reference while shopping).

10. User Conduct

When using the Website, you agree not to:

  • Provide false or misleading information when placing an order or creating an account

  • Use the Website for any unlawful purpose, or in a way that could damage, disable, or impair the Website

  • Attempt to gain unauthorised access to any part of the Website, other users' accounts, or our systems

  • Use automated tools (bots, scrapers) to access the Website without our prior written permission

  • Post or transmit any content that is unlawful, defamatory, obscene, or infringes on the rights of others (for example, in product reviews)

We reserve the right to remove content, suspend accounts, or restrict access for users who violate this section.

11. Disclaimers and Limitation of Liability

  • The Website and its content are provided "as is." While we take reasonable care to keep product information, pricing, and availability accurate and up to date, we do not guarantee that the Website will be error-free or uninterrupted at all times.

  • To the maximum extent permitted by applicable law, ARZO's liability for any claim arising from your use of the Website or a purchase from us is limited to the amount you paid for the relevant order. This does not limit or exclude any liability that cannot be limited or excluded under Indian law (including liability for fraud or for death or personal injury caused by our negligence).

  • We are not liable for any indirect, incidental, or consequential loss arising from your use of the Website or a product purchased from us.

12. Indemnification

You agree to indemnify and hold ARZO, its officers, employees, and partners harmless from any claim, loss, or demand (including reasonable legal fees) made by a third party due to or arising out of your breach of these Terms or your violation of any law or the rights of a third party.

13. Grievance Officer

In accordance with the Information Technology Act, 2000, and the Consumer Protection (E-Commerce) Rules, 2020, the details of our Grievance Officer are:

  • Name: Arzo India

  • Designation: Customer Support Manager

  • Email:  — wecare@arzoindia.com

  • Address: 335 CX, Model Town Extension, Ludhiana, Punjab 141002, India

  • Response timeline: We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days.

14. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business practices or applicable law. The "Last updated" date at the top of this page will always reflect the most recent version. Continuing to use the Website or place orders after a change takes effect constitutes your acceptance of the updated Terms.

15. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Subject to the provisions of the Consumer Protection Act, 2019 (which allows consumers to file complaints in the jurisdiction where they reside or work, in addition to other options), any dispute arising from these Terms or your use of the Website will be subject to the exclusive jurisdiction of the courts at Ludhiana, Punjab.

We encourage you to contact us directly first at wecare@arzoindia.com so we can try to resolve any issue informally before escalating it further.

16. Contact Us

If you have any questions about these Terms & Conditions, please contact us:

  • Email: wecare@arzoindia.com

  • Phone: +91 77195 69213

  • Address: 335 CX, Model Town Extension, Ludhiana, Punjab 141002, India

  • Store locations: see our Store Locator