Exchange/Returns & Refunds
Your purchase is eligible for exchange only if:
- the product you receive has a genuine manufacturing defect;
- the product is broken/damaged at the time of delivery to you; or
- you have received the wrong item.
In any of the above cases, please intimate us via email immediately along with detailed photographs as soon as you have opened the packaging and, in any event, within 24 hours from time of delivery as per records provided by our shipping partner(s).
Please note that several of the products sold on our Site are hand-crafted by traditional artisans/skilled workers and may have variations in shape, finish, colour etc. which will not be considered as defects or damages.
To be eligible for an exchange of a defective or incorrect product, your item must be in the same condition that you received it, unused, with all original tags, stickers and packaging. You’ll also need to provide the receipt/invoice as proof of purchase.
To start an exchange, you can contact us at firstname.lastname@example.org with the following information: Order number - Delivery address - Specify the type of issue along with detailed images of the same.
If, despite our best efforts, a defective product has been delivered to you, or if you have received the wrong product, your exchange will be accepted after the same has been verified and confirmed by us. To the extent that reverse pick-up cannot be arranged at your location, we may request you to arrange for the return shipping of the relevant product. We may choose, at our discretion and on a case-to-case basis, to offer a refund instead of replacing a damaged product.
Please note that several of the products available through our Site are of a fragile nature and it is important that any product that is being sent back to us is packaged for return in the same way as it was sent to you. In case there is any damage to a product during reverse shipping due to failure on your part to pack it safely, we may not be able to further process the exchange.
Once we’ve received and inspected the product, you will be notified whether the exchange request is approved or not. If approved, we will ship the replacement product only to the same address. In case we no longer have the particular item in stock, we will offer you the option to purchase different products of the same value from the Site.
Please note that any items sent back to us without first requesting for and obtaining acceptance to make an exchange as mentioned above will not be accepted. Any items returned to us for any reason other than those expressly mentioned above shall not be accepted and we shall not be liable in any manner with respect to the same. Please note that international orders are not eligible for returns, refunds or exchange of any kind.
If you receive a parcel that is visibly damaged or deformed from the outside, please provide us an unboxing video to claim damages, if any.
Re-shipping or refunding of orders, including, but not limited to, those sent back to us due to failed delivery for any reason, can happen only after the original parcel has reached us. If you would like us to ship it again, it may include an additional shipping fee. Refunds if any, may be in part (in the case of sets with multiple pieces), will not include other fees like shipping, packing, service charges etc., and along with the decision to replace or refund, are entirely at our sole discretion.
Parcels that are subject to multiple delivery attempts show higher risk of product damage. If your parcel delivery is delayed due to a failure on your part (as recorded by our shipping partners) like- inability to contact you, incorrect address, incorrect phone number, house locked etc., and a damage does occur in the process, you will not be eligible for an exchange/ refund.
We do not accept exchange or return on discounted products or sale items. We do not accept or provide any return/exchange or refund other than as expressly mentioned above in this policy.
If you should have any other type of query regarding your product, please feel free to contact us.