These Terms of Service (“Terms”) govern your access to and use of patwaandcompany.com (the “Website”) and your purchase of goods and services from us. Please read them carefully. By browsing the Website, creating an account, or placing an order, you agree to be bound by these Terms.

If you do not agree with any part of these Terms, please do not use the Website.

Section 01Who we are

The Website is owned and operated by Patwa And Company (Jaipur) Private Limited, a company incorporated under the Companies Act, 2013 (“Patwa & Company”, “we”, “us”, “our”).

The following details are published in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Legal Metrology (Packaged Commodities) Rules, 2011:

Legal entity	Patwa And Company (Jaipur) Private Limited
Established	1972, Jaipur, Rajasthan, India
Principal place of business	Main Panchwati Circle, Raja Park, Jaipur, Rajasthan – 302004, India
Showrooms	Raja Park and Johari Bazar, Jaipur
Customer care	+91-90777-91000  ·  support@patwaandcompany.com
Country of origin of goods	India

Our Corporate Identity Number (CIN) and Goods and Services Tax Identification Number (GSTIN) are stated on the tax invoice issued with every Order, and are available on request from our customer care team.

Section 02Definitions

• “You” or “Customer” means any person who accesses the Website or places an order.
• “Goods” or “Products” means the apparel, accessories and related items offered for sale on the Website.
• “Order” means your request to purchase Goods from us.
• “Services” means any styling, alteration, customisation, or consultation service we offer, including over WhatsApp or video call.
• “Consumer” has the meaning given in Section 2(7) of the Consumer Protection Act, 2019.

Section 03Eligibility to contract

You may transact on the Website only if you are competent to contract under Section 11 of the Indian Contract Act, 1872 — that is, you are at least 18 years of age, of sound mind, and not disqualified from contracting by any law.

If you are under 18, you may use the Website only under the supervision of a parent or legal guardian who agrees to these Terms on your behalf and accepts responsibility for your Orders.

By placing an Order you confirm that the information you provide is true, accurate and complete, and that the payment instrument you use lawfully belongs to you or is used with the account holder’s authority.

Section 04Your account and OTP verification

Checkout on the Website uses a one-time password (OTP) sent to your email address. An account may be created automatically for you when you first place an Order.

You are responsible for maintaining the confidentiality of your account and your OTPs, and for all activity that occurs under your account. Please notify us immediately at support@patwaandcompany.com if you suspect unauthorised use.

We may suspend or terminate an account where we have reasonable grounds to believe it is being used fraudulently, unlawfully, or in breach of these Terms.

Section 05Our products — handcrafted goods

Our garments are handcrafted in Jaipur. Handwork, hand-block printing, natural dyeing and hand embroidery produce genuine variation between pieces. Accordingly:

• Minor irregularities in print alignment, embroidery density, weave, and dye tone are inherent characteristics of handcrafted textiles and are not manufacturing defects.
• Colours shown on the Website depend on your screen calibration and lighting. We take reasonable care in photography but cannot guarantee exact colour reproduction.
• Fabric may show slight shrinkage or colour bleed on first wash. Please follow the care instructions supplied with the garment.
• Measurements are provided as a guide and may vary by a small tolerance.

We do not warrant that product descriptions, images, or other content on the Website are entirely error-free. Where an error is identified, we reserve the right to correct it and, where it affects an Order, to act in accordance with Section 07.

Section 06Pricing, taxes and currency

All prices displayed for delivery within India are in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax under the Central Goods and Services Tax Act, 2017 and corresponding State legislation, unless stated otherwise. A tax invoice will be issued with your Order.

Prices displayed in other currencies are indicative conversions provided for convenience. The amount actually charged may differ due to exchange rates and charges applied by your bank or card issuer.

Shipping charges, where applicable, are shown separately at checkout before you confirm payment. For international Orders, see Section 10.

We reserve the right to revise prices at any time before an Order is accepted. Price changes will not affect Orders we have already accepted.

Certain items are displayed without a purchase price and are available on enquiry only, through WhatsApp or in our showrooms. Such listings are an invitation to enquire and not an offer for sale on the Website.

Section 07Orders — how a contract is formed

The display of Goods on the Website is an invitation to offer, not an offer capable of acceptance.

1. When you place an Order and complete payment, you make an offer to purchase.
2. Our acknowledgement of your Order (by email, WhatsApp, or on-screen confirmation) records receipt of that offer. It does not by itself constitute acceptance.
3. A binding contract is formed only when we dispatch the Goods, or expressly confirm acceptance of your Order, whichever occurs first.

We may decline or cancel an Order, in whole or in part, before dispatch where:

• the Goods are unavailable or out of stock;
• there was a manifest error in price or product description;
• we are unable to verify your identity, address, or payment;
• we reasonably suspect fraud, resale, or bulk purchase for commercial purposes; or
• delivery to your location is not serviceable.

Where we cancel an Order for which you have already paid, we will refund the full amount paid to your original payment method. We will not levy any cancellation charge in such cases.

Section 08Payments

Payments on the Website are processed through Razorpay, a payment aggregator authorised by the Reserve Bank of India. We accept UPI, debit and credit cards, net banking and wallets, as displayed at checkout.

Your payment is also subject to the terms and privacy policy of the payment aggregator and your bank or card issuer. We are not responsible for failures, delays or declines originating with those parties, though we will assist you in resolving them.

If a payment is debited but your Order is not confirmed, the amount is ordinarily reversed by the payment aggregator or your bank within the timelines prescribed by RBI. Please contact us with the transaction reference and we will follow it up on your behalf.

Section 09Shipping, delivery and risk

Delivery timelines shown on the Website are good-faith estimates and are not guaranteed. They may be affected by courier performance, weather, public holidays, festival volumes, and circumstances beyond our control.

Title to and risk in the Goods pass to you on delivery to the address you specify, or to any person present at that address who accepts delivery.

Please inspect the package on receipt. If the outer packaging is visibly tampered with or damaged, we recommend you refuse delivery or record an unboxing video and notify us within 48 hours, as this materially assists any claim.

Repeated refusal to accept delivery of prepaid Orders, or provision of incorrect address details, may result in recovery of shipping costs actually incurred.

Full details are set out in our Shipping & Returns policy, which forms part of these Terms.

Section 10International orders

We ship worldwide. For Orders delivered outside India:

• You are the importer of record and are responsible for all customs duties, import taxes, clearance charges and levies imposed by the destination country. These are not included in our prices and are payable by you directly to the carrier or authority.
• We cannot predict these amounts, and we do not refund them if you refuse the shipment.
• You are responsible for ensuring that the Goods may lawfully be imported into your country.
• Delivery timelines for international Orders are estimates only and exclude time spent in customs.
• Cross-border payments are subject to the Foreign Exchange Management Act, 1999 and applicable RBI regulations.

Section 11Alterations and made-to-measure Goods

We offer alteration and customisation services, including garments made to your submitted measurements.

You are responsible for the accuracy of the measurements and specifications you provide. We will manufacture to those measurements. Where measurements supplied prove inaccurate, any remedial alteration will be chargeable.

Alteration charges, where applicable, are shown at checkout and are non-refundable once work has commenced.

Section 12Exchange, returns and refunds

We offer an exchange window of 7 days from delivery on eligible Goods, subject to the conditions set out in our Refund Policy and Shipping & Returns policy, both of which form part of these Terms.

To be eligible, Goods must be unused, unwashed, unaltered, with all original tags and packaging intact, and accompanied by the invoice.

The following are not eligible for exchange or return, save where defective or not as described: altered or made-to-measure Goods; innerwear and intimate apparel, on grounds of hygiene; Goods marked as final sale; and Goods purchased through WhatsApp enquiry outside the Website, which are governed by the terms agreed at the time of that sale.

Where a refund is due, it will be made to the original payment method within the timelines stated in our Refund Policy.

Nothing in this Section limits your rights in respect of Goods that are defective, deficient in service, or not as described. Those rights are preserved by Section 21 below.

Section 13Cancellation

You may cancel an Order at no charge at any time before dispatch by contacting us on +91-90777-91000 or at support@patwaandcompany.com. We will refund the full amount paid.

Orders for altered or made-to-measure Goods may be cancelled without charge only before cutting or stitching has commenced.

Once an Order has been dispatched it cannot be cancelled, but may be dealt with under Section 12.

Section 14Intellectual property

All content on the Website — including the PATWA & CO. name and marks, logos, garment designs, prints, photographs, videos, illustrations, text, and the arrangement of the Website — is owned by or licensed to us and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, and the Designs Act, 2000.

You may view, download and print content for your personal, non-commercial use in connection with a purchase. You may not, without our prior written permission:

• reproduce, republish, distribute, or commercially exploit any content;
• use our marks, product photographs, or designs in any listing, advertisement, or catalogue;
• copy or adapt our garment designs or prints for manufacture; or
• use automated means to scrape, index, or extract content or pricing from the Website.

Section 15Acceptable use

You agree not to use the Website to:

• violate any law in force in India, or any applicable law of your jurisdiction;
• impersonate any person or misrepresent your affiliation with any person;
• transmit any material that is defamatory, obscene, harassing, or that infringes another’s rights;
• introduce any virus, malicious code, or attempt to gain unauthorised access to the Website, its servers, or other users’ data — which may constitute an offence under the Information Technology Act, 2000;
• place fraudulent Orders, or use the Website in a manner that interferes with its normal operation.

We may suspend access, cancel Orders, and report conduct to law enforcement where we reasonably believe this Section has been breached.

Section 16Reviews and customer content

Where you submit a review, photograph, comment, or other content to the Website or to our social channels, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, and display that content in connection with our business, with attribution to your display name where practicable.

You confirm that any content you submit is your own, is accurate, and does not infringe the rights of any third party. We may decline to publish, or may remove, content that is unlawful, misleading, or unrelated to a genuine purchase.

We do not publish paid or fabricated reviews, and we do not suppress genuine unfavourable reviews, in keeping with the Consumer Protection Act, 2019 and applicable standards on online reviews.

Section 17Personal data

We collect and process personal data in accordance with our Privacy Policy and the Digital Personal Data Protection Act, 2023.

We process your data to fulfil Orders, provide styling and after-sales support, comply with tax and accounting obligations, and — where you have consented — to send you marketing communications. You may withdraw consent to marketing at any time.

By providing your mobile number you consent to us contacting you on WhatsApp and by SMS regarding your Order.

Section 18Third-party links and services

The Website may link to or integrate third-party services, including payment aggregators, couriers, analytics providers, and social media platforms. We do not control those services and are not responsible for their content, practices, or availability. Your use of them is governed by their own terms.

Section 19Availability of the Website

We aim to keep the Website available but do not guarantee uninterrupted access. We may suspend, withdraw, or restrict all or part of the Website for maintenance, upgrades, or reasons beyond our control, without liability.

Section 20Force majeure

We will not be liable for any delay or failure to perform our obligations where that delay or failure results from events beyond our reasonable control, including acts of God, flood, fire, earthquake, epidemic or pandemic, war, civil unrest, strikes, riot, terrorist action, failure of public infrastructure or telecommunications, courier failure, or any order or restriction imposed by government or judicial authority.

Section 21Liability

Subject to the paragraph above, and to the maximum extent permitted by law:

• our total aggregate liability arising out of or in connection with any Order shall not exceed the total amount you paid for that Order;
• we shall not be liable for indirect, incidental, or consequential loss, or for loss of profit, business, goodwill, or opportunity;
• we shall not be liable for loss arising from your failure to follow the care instructions supplied with a garment, or from alteration or repair carried out by a third party.

Section 22Indemnity

You agree to indemnify and hold harmless Patwa & Company, its directors, employees, and agents against any claim, loss, liability, or reasonable expense arising from your breach of these Terms, your infringement of any third-party right, or your violation of any applicable law.

Section 23Grievance redressal

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer:

Grievance Officer	The Grievance Officer, Patwa And Company (Jaipur) Private Limited
Address	Patwa And Company (Jaipur) Private Limited, Main Panchwati Circle, Raja Park, Jaipur, Rajasthan – 302004, India
Email	support@patwaandcompany.com
Telephone	+91-90777-91000
Hours	Monday to Saturday, 10:30 AM – 7:00 PM IST

We will acknowledge every complaint within forty-eight (48) hours of receipt and provide you with a ticket number. We will endeavour to redress the complaint within one (1) month of receipt, and will keep you informed of progress.

If your grievance remains unresolved, you may approach the National Consumer Helpline on 1915, the e-Daakhil portal, or the appropriate Consumer Disputes Redressal Commission having jurisdiction.

Section 24Governing law and jurisdiction

These Terms and any dispute arising out of them or your use of the Website are governed by and construed in accordance with the laws of India.

Subject to the paragraph below, the courts at Jaipur, Rajasthan shall have exclusive jurisdiction.

Where you are a Consumer, nothing in this Section deprives you of the right to institute proceedings before the Consumer Disputes Redressal Commission having territorial jurisdiction under Section 34 or Section 35 of the Consumer Protection Act, 2019, including at the place where you ordinarily reside or work.

Disputes other than Consumer disputes may, by mutual written agreement, be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Jaipur, Rajasthan, and the language shall be English.

Section 25General

Severability

If any provision of these Terms is held invalid or unenforceable, that provision shall be severed or read down to the minimum extent necessary, and the remaining provisions shall continue in full force.

Waiver

Our failure to enforce any provision shall not be a waiver of that provision or of any other.

Entire agreement

These Terms, together with our Privacy Policy, Refund Policy, and Shipping & Returns policy, constitute the entire agreement between you and us in relation to your use of the Website.

Assignment

You may not assign your rights under these Terms. We may assign ours to any successor to our business on notice to you.

Changes to these Terms

We may amend these Terms from time to time. The version in force at the time you place an Order governs that Order. Material changes will be notified on this page with a revised “last updated” date. Continued use of the Website after changes take effect constitutes acceptance.

Section 26Contact us

Patwa And Company (Jaipur) Private Limited
Main Panchwati Circle, Raja Park, Jaipur, Rajasthan – 302004, India
Telephone and WhatsApp: +91-90777-91000
Email: support@patwaandcompany.com

Our showrooms: Raja Park  ·  Johari Bazar