Refund policy

Return and Refund Policy

Effective Date: [EFFECTIVE DATE]
Last Updated: [LAST UPDATED DATE]

At [STORE NAME], we want you to feel confident when shopping with us. We carefully inspect and package our handicraft products, but we understand that sometimes a return, replacement, or refund may be necessary.

This Return and Refund Policy explains when products can be returned, how to request a return, how refunds are processed, and what to do if your order arrives damaged or defective.

This policy is subject to applicable Indian consumer-protection and other applicable laws. Nothing in this policy is intended to remove or restrict any rights or remedies that cannot legally be excluded.

1. Return Eligibility

You may request a return if the product:

Is damaged when delivered.
Is defective or has a manufacturing/workmanship defect.
Is materially different from the product description.
Is the wrong product or variant sent by us.
Meets any additional return conditions stated on the relevant product page.

For eligible change-of-mind returns, the product must generally be:

Unused and unworn.
In its original condition.
In the original packaging, where reasonably required.
Accompanied by the order details or proof of purchase.
Free from damage caused after delivery.

Because our products may be handmade, minor variations in colour, texture, pattern, shape, grain, or finish may occur. Such normal handcrafted variations are not necessarily defects.

2. Return Timeframe

Return requests must be submitted within [X DAYS] days of the date the product was delivered.

To request a return, contact us at:

Email: [EMAIL ADDRESS]
Phone/WhatsApp: [PHONE NUMBER]

Please include:

Order number
Customer name
Product name
Reason for the return
Photographs or videos, where relevant

Requests submitted after [X DAYS] may not be accepted unless required by applicable law or otherwise approved by us.

For damaged, defective, or incorrect products, please contact us as soon as possible after delivery so that we can investigate and resolve the issue quickly.

3. How to Request a Return

Step 1 — Contact Us

Email [EMAIL ADDRESS] with your order number and the reason for the return.

Step 2 — Provide Evidence

For damaged, defective, or incorrect products, we may ask you to provide clear photographs or a short video showing:

The product
The damaged or defective area
The packaging
Shipping label, where relevant

This helps us determine the appropriate solution without unnecessary delays.

Step 3 — Return Approval

If the return is approved, we will provide return instructions.

Please do not send a product back to us without first contacting us and receiving return instructions.

Step 4 — Send the Product

Where a physical return is required, follow the packaging and shipping instructions we provide.

Once we receive the returned product, we will inspect it and process the applicable replacement, exchange, or refund.

4. Refund Process

If your return is approved for a refund:

We will confirm the refund amount.
We will initiate the refund after the return has been received and inspected, where a physical return is required.
The refund will generally be made to the original payment method where reasonably possible.
Your bank or payment provider may require additional time to credit the refunded amount.

Refund Processing Time

Our estimated refund processing time is:

[REFUND PROCESSING TIME]

The actual time for the money to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other payment service provider.

If you have not received your refund after the stated timeframe, please contact us at [EMAIL ADDRESS].

5. What Amount Will Be Refunded?

For an approved return, the refund may include the eligible amount paid for the returned product.

Depending on the reason for the return and applicable law, the treatment of:

Original shipping charges
Return shipping charges
Cash-on-delivery charges
Additional services
Discounts or promotional benefits

may vary.

Where the return is due to our error, such as sending the wrong product or delivering a damaged/defective product, we will generally cover reasonable return shipping costs and provide an appropriate remedy, subject to applicable law.

For customer-initiated returns that are not due to a defect, damage, or error on our part, [RETURN SHIPPING COST POLICY — e.g., "the customer is responsible for return shipping costs"].

6. Exchanges

Where available, we may offer an exchange instead of a refund.

An exchange may be available when:

The wrong product or variant was sent.
The product arrived damaged or defective.
The requested replacement is in stock.
The product otherwise qualifies for exchange under this policy.

If the replacement product has a different price, we will inform you of any applicable additional payment or refund before processing the exchange.

If the requested replacement is unavailable, we may offer a refund or another appropriate solution.

7. Damaged Products

If your order arrives visibly damaged, please take photographs of the package before opening it, where possible.

After opening the package, photograph:

The product
The damaged area
The internal packaging
The external packaging
The shipping label

Contact [EMAIL ADDRESS] within [X DAYS] of delivery.

We may arrange one of the following, depending on the circumstances:

Replacement
Exchange
Refund
Repair, where appropriate
Another reasonable remedy

We will review each case fairly and in accordance with applicable law.

8. Defective Products

If you believe a product has a manufacturing or workmanship defect, contact us at [EMAIL ADDRESS] as soon as reasonably possible.

Please describe the problem and provide photographs or video where appropriate.

We may ask you to return the product for inspection.

If the product is determined to have a covered defect, we may provide:

A replacement
An exchange
A repair, where appropriate
A refund
Another remedy required or permitted by applicable law

Normal wear and tear, accidental damage, misuse, improper care, or damage caused after delivery may not qualify as a product defect.

9. Wrong Product Received

If you receive a product that is different from what you ordered, please contact us at [EMAIL ADDRESS] within [X DAYS] of delivery.

We will investigate the issue and, where the error is ours, arrange an appropriate remedy such as:

Replacement with the correct product.
Exchange.
Refund.
Return shipping at our expense.

Please do not use or alter the incorrect product before contacting us.

10. Non-Returnable Items

Unless required otherwise by applicable law, the following items may not be eligible for return:

Personalized or customized products made specifically for you.
Products altered at the customer's request.
Products damaged after delivery through misuse or improper handling.
Products showing signs of significant use, wear, washing, or alteration.
Gift cards or digital products, where applicable.
Products specifically identified as non-returnable on their product page.

Certain hygiene-sensitive products may also be non-returnable where permitted by applicable law.

If you are unsure whether a product is eligible for return, contact us before placing the order at [EMAIL ADDRESS].

11. Handmade and Artisan Products

Our products may be handcrafted, handmade, hand-painted, hand-finished, or produced using natural materials.

As a result, individual pieces may have small differences in:

Colour
Shape
Texture
Pattern
Dimensions
Wood grain
Stitching
Finish
Natural markings

These characteristics are part of the nature and uniqueness of handcrafted products.

A minor variation that is consistent with the product description will generally not be considered a defect.

However, this does not affect your rights if a product is materially defective, damaged, materially different from its description, or otherwise does not conform to applicable legal requirements.

12. Return Shipping Costs

If the Product Is Damaged, Defective, or Incorrect

Where the problem is caused by us, such as:

Wrong product sent
Damaged product
Covered manufacturing defect
Material mismatch with the product description

we will generally arrange or reimburse reasonable return shipping costs, subject to verification and applicable law.

Customer-Initiated Returns

For eligible returns requested for reasons unrelated to a defect, damage, or error by us:

Return shipping responsibility: [CUSTOMER / STORE / SHARED]

Return shipping deduction, if applicable: [AMOUNT OR POLICY]

We will communicate any applicable return shipping cost before processing the return.

13. Returns That Do Not Meet the Conditions

If a returned product does not meet the requirements of this policy, we may:

Reject the return.
Request additional information.
Offer an alternative remedy where appropriate.
Return the product to you, subject to applicable shipping costs.

We will not use this policy to exclude any consumer right or remedy that cannot legally be excluded under applicable Indian law.

14. Refunds for Cancelled Orders

If an order is successfully cancelled before dispatch, where cancellation is permitted, we will process the applicable refund.

Estimated refund processing time: [REFUND PROCESSING TIME]

If an order has already been dispatched, cancellation may no longer be possible and the order may instead be handled under our return policy.

15. Promotional Discounts and Refunds

If a returned product was purchased using a discount, coupon, promotional code, bundle offer, or other promotion, the refund will generally be calculated based on the actual amount paid for the returned product, subject to the terms of the relevant promotion and applicable law.

If returning one item causes a multi-item promotion or bundle discount to no longer qualify, the final refund may be adjusted accordingly, where permitted by applicable law.

16. Cash on Delivery Orders

For Cash on Delivery ("COD") orders, refunds may be processed through a suitable electronic payment method or another method we reasonably specify.

You may be asked to provide accurate bank-account, UPI, or other payment information required to process the refund.

We will never ask you to provide sensitive banking credentials such as your UPI PIN, card PIN, or online-banking password to process a refund.

17. Customer Responsibility

Customers are responsible for:

Providing a correct delivery address.
Providing a working phone number and email address.
Following product-care instructions.
Taking reasonable care of products after delivery.
Providing accurate information when requesting a return or refund.
Packaging returned products appropriately where a return is required.

We reserve the right to investigate suspected fraudulent or abusive return activity, subject to applicable law.

18. Fair Return Promise

We aim to handle returns fairly and reasonably.

If you have a genuine problem with an order and are unsure whether it qualifies under this policy, please contact us rather than assuming that you are not eligible.

We will review the circumstances and explain the available options.

Our goal is to resolve genuine problems quickly while maintaining a fair policy for all customers.

19. Consumer Rights

Nothing in this Return and Refund Policy is intended to limit, exclude, or waive any right, remedy, warranty, or protection available to you under applicable Indian law.

Where applicable law provides a consumer with rights beyond those stated in this policy, those legal rights will continue to apply.