Terms & Conditions

Welcome to Mashru. These Terms & Conditions govern your use of the Mashru website and any order placed through it. By accessing the website, creating an account, placing an order, or using any part of our services, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use the website or place an order.

1. About Mashru

Mashru is an independent fashion label based in Pune, India, creating considered garments through small-batch production, artisanal processes, natural dye exploration, and refined silhouettes.

For the purposes of these Terms, "Mashru", "we", "our", and "us" refer to Umara Design House LLP, operating under the brand name Mashru.

2. Eligibility

By using this website or placing an order with Mashru, you confirm that you are at least 18 years of age, or the age of majority in your jurisdiction, and are legally capable of entering into a binding transaction. If you use the website on behalf of another person or entity, you confirm that you have authority to do so.

3. Account Responsibility

If you create an account on the Mashru website, you are responsible for maintaining the confidentiality of your login details and for all activity carried out through your account. You agree to provide accurate, complete, and current information. Please contact us if you believe your account has been accessed without permission or if any information linked to your account appears incorrect.

4. Product Information

We make every effort to present our products accurately. However, product images, colours, textures, dimensions, finishes, and details may vary slightly due to photography, lighting, screen settings, browser settings, and device specifications.

Product descriptions, measurements, compositions, colours, and specifications are provided in good faith. You should review the written product details, size information, composition, and care instructions carefully before placing an order. Product photographs should not be relied upon as the sole reference.

5. Natural Variations

Mashru works with small-batch production, hand processes, artisanal finishing, and considered dyeing methods. Certain garments may be naturally dyed, while others may use alternative dyeing processes depending on the fabric, colour, construction, technique, or collection.

Slight differences in colour, dye depth, tone, texture, weave, finish, surface irregularity, hand-feel, or placement may appear between pieces or batches. These are natural characteristics of handcrafted and small-batch production. They are not defects. By purchasing from Mashru, you acknowledge and accept these variations as part of the garment's character.

6. Made-to-Order, Pre-Order & Ready-to-Ship Pieces

Mashru pieces may be offered as made-to-order, pre-order, limited-stock, or ready-to-ship, as stated on the relevant product page. Made-to-order and pre-order pieces are produced, finished, or allocated after an order is confirmed. These pieces are not held as standard ready stock unless expressly stated otherwise.

Production and dispatch timelines are estimates. They may shift due to material availability, dyeing results, handwork, finishing, quality checks, production capacity, logistics, customs, or circumstances beyond our reasonable control. Where a product page states a timeline such as "8–12 weeks", this refers to the estimated period before dispatch. It does not include shipping or final delivery time.

7. Orders & Acceptance

Placing an order does not automatically mean that the order has been accepted. All orders are subject to acceptance, availability, payment verification, fraud checks, and confirmation by Mashru. We reserve the right to refuse, cancel, or limit any order at our discretion, including where an order appears inaccurate, incomplete, suspicious, fraudulent, unusually high-risk, affected by an error, or in breach of these Terms.

If an order is cancelled after payment has been received, the eligible amount will be refunded to the original payment method, subject to applicable deductions, bank processing timelines, payment gateway terms, and any non-refundable charges disclosed at checkout.

8. Pricing, Currency & Payment

Product prices are displayed in the currency applicable to your selected region, shipping destination, or detected location, where available. Prices may vary between regions due to currency conversion, duties, taxes, shipping structures, payment processing charges, operational costs, or regional pricing adjustments. The final price payable will be shown at checkout before the order is confirmed.

Payment must be completed through the payment methods made available at checkout. Payment processing may be handled by third-party service providers. Mashru is not responsible for delays, declined transactions, currency conversion charges, bank fees, or processing issues caused by banks, card networks, payment gateways, or other third-party providers.

9. Errors, Inaccuracies & Availability

We make reasonable efforts to keep information on the website complete, accurate, and current. However, the website may occasionally contain typographical errors, inaccuracies, omissions, incorrect prices, incorrect availability, incorrect product descriptions, or technical mistakes.

We reserve the right to correct any error, inaccuracy, or omission at any time without prior notice, including after an order has been placed. Where an error affects an order, we may contact you for instructions, cancel the order, or refund the eligible amount paid.

10. Shipping & Delivery

Mashru may offer domestic and international shipping to selected locations. Estimated shipping and delivery timelines are provided in good faith and are not guaranteed. Delivery may be affected by courier delays, customs procedures, regulatory checks, weather, strikes, incorrect addresses, failed delivery attempts, or events beyond our reasonable control. You are responsible for providing complete and accurate shipping details.

For full details, please refer to our Shipping & Delivery Policy.

11. International Orders, Duties & Customs

For international orders, customers are responsible for all applicable import duties, customs charges, local taxes, government fees, clearance charges, brokerage fees, and destination-based costs, unless expressly stated otherwise at checkout. These charges are not included in the product price or shipping fee unless clearly stated.

Mashru is not responsible for customs delays, import restrictions, local regulations, unpaid duties, or the customer's failure to provide required information. If a shipment is refused, unclaimed, or returned due to unpaid duties, incorrect information, or failure to complete customs requirements, any resolution will be at Mashru's discretion and may be subject to deduction of shipping charges, return costs, duties, taxes, payment gateway charges, and other costs incurred.

12. Cancellations

Because many Mashru pieces are made-to-order, pre-order, limited in production, or prepared against confirmed orders, cancellations may not be possible once an order has been accepted or production has begun. If you wish to request a cancellation, please contact us as soon as possible at customercare@mashruframes.com. We may accept or decline the request depending on the order status, production stage, product type, and costs already incurred.

Approved cancellations, if any, may be subject to deductions for payment gateway charges, bank charges, transaction costs, production costs, or other non-recoverable expenses. Nothing in this section limits any statutory rights that may apply under applicable law.

13. Returns, Exchanges & Refunds

Mashru does not offer returns, refunds, or exchanges for change of mind, incorrect size selected by the customer, preference changes, natural variations, or minor characteristics of handcrafted and small-batch production. For orders outside jurisdictions where a mandatory statutory return or withdrawal right applies, returns are not accepted.

Exchanges or other resolutions may be considered only where the issue is due to an error on our side, such as:

• An incorrect product being delivered
• A size different from the size ordered being delivered
• A damaged item being received
• A confirmed manufacturing fault

In such cases, you must fill the Return Form within 48 hours of delivery with your order details and clear photographs or videos of the concern. If the concern is approved after review, Mashru may offer an exchange, repair, replacement, store credit, refund, or another suitable resolution at its discretion, depending on the nature of the issue and product availability.

Items must be returned unused, unworn, unwashed, unaltered, undamaged, and with all original tags, labels, packaging, and accessories intact. Mashru reserves the right to decline any request where the item does not meet these conditions, where the issue is not reported within the required timeline, or where the concern arises from customer error, incorrect size selection, improper care, wear and tear, mishandling, or accepted natural variation.

For full details, please refer to our Returns & Refunds Policy.

14. European Union, EEA & United Kingdom Customers

Customers in the European Union, European Economic Area, and United Kingdom may have a statutory cancellation or withdrawal right for certain eligible online purchases, including a cooling-off period of 14 days from delivery, where applicable. For Mashru, this statutory return right applies only to eligible ready-to-ship / ready-stock pieces.

This right does not apply to made-to-order, pre-order, customised, altered, personalised, or specially produced garments, where such exclusion is permitted under applicable law. Where a statutory withdrawal right applies, the item must be returned unused, unworn, unwashed, unaltered, undamaged, and with all original tags, labels, packaging, and accessories intact. The customer may be responsible for return shipping costs, duties, taxes, customs charges, or other return-related costs, unless otherwise required by applicable law or expressly stated by Mashru.

Nothing in these Terms is intended to exclude or limit mandatory consumer rights that cannot be excluded under applicable law.

15. Care & Use

Mashru garments may require delicate care due to their fabric, dyeing, construction, finish, or handwork. You agree to follow the care instructions provided with the product. Mashru is not responsible for damage caused by improper washing, dry cleaning, steaming, ironing, storage, stain treatment, exposure to chemicals, exposure to sunlight, friction, colour transfer, mishandling, or use contrary to the care instructions.

Natural dyes and delicate materials may evolve with time, wear, light, washing, and environment. This is part of the nature of the garment and is not considered a defect.

16. Use of Website

You may use this website only for lawful, personal, and non-commercial purposes, unless we provide written permission otherwise. You must not misuse the website, interfere with its operation, attempt unauthorised access, copy or extract content through automated means, upload harmful code, provide false information, impersonate another person, or use the website in a way that may affect its security, availability, or performance.

We reserve the right to restrict, suspend, or terminate access to the website where we believe these Terms have been breached.

17. Intellectual Property

All content on this website, including the Mashru name, logos, product names, garment designs, silhouettes, photographs, videos, text, graphics, artwork, layouts, visual identity, styling, lookbooks, campaign material, and website design, belongs to Mashru or is used by Mashru with permission. These materials are protected by applicable intellectual property laws.

You may not copy, reproduce, alter, publish, distribute, transmit, sell, license, commercially exploit, imitate, or use any Mashru content, imagery, designs, products, or brand identity without prior written permission from Mashru. Any unauthorised use is strictly prohibited.

18. Third-Party Services

The website may use or link to third-party services, including payment gateways, shipping providers, analytics tools, website platforms, social media platforms, or external links. These third-party services are not controlled by Mashru. We are not responsible for their content, policies, practices, availability, security, charges, errors, or actions. Your use of third-party services may be governed by their own terms and policies.

19. Privacy

Your use of the website is also governed by our Privacy Policy, which explains how we collect, use, store, process, disclose, and protect personal information. Mashru does not sell customer personal information. Please review our Privacy Policy before using the website or placing an order.

20. Force Majeure

Mashru shall not be responsible for any delay, failure, loss, or inability to perform where such delay or failure is caused by events beyond our reasonable control. This may include material delays, dyeing or production interruptions, artisan or supplier delays, transport disruptions, customs delays, strikes, labour issues, natural events, extreme weather, pandemics, technical failures, cyber incidents, regulatory actions, government restrictions, war, civil unrest, or other circumstances outside our control.

21. Limitation of Liability

To the fullest extent permitted by law, Mashru shall not be liable for any indirect, incidental, special, consequential, punitive, financial, or business loss arising from or related to the use of the website, purchase of products, production delays, delivery delays, website interruptions, third-party services, or circumstances beyond our reasonable control.

Where liability cannot be excluded under applicable law, Mashru's total liability shall be limited to the amount paid by the customer for the specific order giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

22. Indemnity

You agree to indemnify and hold harmless Mashru, its owners, directors, partners, employees, consultants, service providers, and representatives from any claim, loss, liability, damage, cost, or expense arising from your breach of these Terms, misuse of the website, violation of law, infringement of third-party rights, or misuse of Mashru's intellectual property.

23. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to remain valid and enforceable.

24. No Waiver

Any delay or failure by Mashru to enforce any right or provision under these Terms shall not be treated as a waiver of that right or provision.

25. Amendments

Mashru may update these Terms from time to time to reflect changes in our website, products, services, policies, operations, or legal requirements. The latest version will be available on this page. Any updates will take effect from the date they are published, unless stated otherwise. By continuing to use the website after the Terms have been updated, you accept the revised Terms.

26. Governing Law & Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of India. Subject to any mandatory rights available to consumers under applicable law, any dispute arising from or relating to the use of the website, purchase of Mashru products, or these Terms shall be subject to the jurisdiction of the competent courts of Pune, Maharashtra, India.

27. Contact & Grievance

For questions about these Terms, your order, the website, or any customer concern, you may contact us at:

Customer care email:

Returns Form

We will review concerns in good faith and respond through the contact details provided by the customer.

Consumer complaints will be acknowledged within 48 hours and addressed within one month from the date of receipt, in accordance with applicable law.