REFUNDS, EXCHANGES & CANCELLATION
All our products are handcrafted. Each piece is unique and created individually. Hence slight variations are intrinsic to the craft processes and are not considered a defect. In fact, these variations add to the beauty and charm of a handcrafted product. In spite of these variables, we follow strict quality control measures and stand by our products.
As a policy, we do not offer refunds or exchanges on products, which are delivered in perfect condition, and are as per the order placed.
Refunds or exchanges are provided only in the following conditions –
- The order is wrongly delivered (does not match the item in the order confirmation)
- Has been damaged in transit.
- Has a genuine defect. (Please note that minor colour and design variations are not considered a defect. Since the products are handmade there may be some variation from the photographs on our website. Even though we showcase high quality images, colour representation might differ on different screens and browsers.)
In spite of our best efforts, if you experience any of the above, please accept our sincerest apologies. We value you as a customer and endeavor to keep your experience with us enjoyable at all times.
Please write to us at firstname.lastname@example.org, from your registered email id within 48 hours of delivery of the product and include the following in your correspondence –
Order number, Date of transaction, Delivery address, Photograph of the product - clearly showing the defect or damage.
We will get back to you within 2 working days of receiving your request. Given the nature of our products, each request is handled on a case-to-case basis, and at our sole discretion.
If your case, qualifies for a refund or a return we will arrange for a Reverse Pickup. We request the following -
- Please maintain the original packaging of the items to be returned, including the Kopái – Paar tags.
- Please ensure that all the returned items are packed securely and safely to prevent any further loss or damage during transit.
After the receipt of item(s), your request for returns/exchanges would be processed.
For refunds, banks normally take 7-10 business days to process a refund once it has been initiated from our end. In the case of exchanges, your new order will be dispatched to you within 3-5 business days after we receive the earlier shipment.
Please note that Reverse Pick-up is not available at present, for the following –
- Some pin-codes within India.
- For orders shipped outside India.
In these cases, you will need to arrange for the product to be shipped to us.
No refunds or exchanges will be provided in the following cases -
- The customer has given a wrong or incomplete shipping address.
- There are 3 failed delivery attempts by our logistics partners.
- The package is refused by the recipient.
- In case of orders which are shipped out of India, if a customer refuses to pay the Duty as mandated by the respective country of shipment, and doesn’t collect their order from the shipping agency.
Shipping outside India and Customs
All our orders are shipped from India. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes, which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with our shipping partners to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice for import duties and taxes, you will have to pay the shipping agency directly at the time of delivery.
As a policy we do not offer cancellations on confirmed orders. But in the event that you need your order cancelled due to unavoidable circumstances, please send us a request and we will do our best to help you. All requests should be made within 12 hours of placing the order, as most of our orders are shipped out in 24 hours. A cancellation fee of 2.5% is charged on the full value of the order, as the same is charged to us by our payment gateway partners.