Refund policy

Refund, Return & Exchange Policy – Shilpkaya

At Shilpkaya, we want you to be satisfied with your purchase. We carefully select and prepare our wooden products, furniture, and home décor items to bring quality and style to your home.

Please read the product details, dimensions, materials, and care instructions carefully before confirming your order. If you experience any issues with your purchase, please review the policy below to understand the available options.

1. Wrong Item, Damaged Product, Incorrect Size, or Incomplete Order

If your order arrives damaged, defective, incorrect, or incomplete, please contact us so we can review the issue and help resolve it.

Depending on the circumstances, verification, and product availability, the following resolutions may be offered:

Replacement: Replacement with the correct product or a suitable replacement for a verified damaged or defective item.
Exchange: Exchange for an alternative product of equal value, subject to availability and approval.
Refund: A refund of the eligible amount paid for the affected product, where applicable.

How to Report an Issue

Please contact us within 48 hours of receiving your order by emailing shilpkaaya@gmail.com.

Include the following details:

Your order number.
A description of the issue.
Clear photographs or a video showing the product, packaging, and damage or incorrect item.
Details of any missing parts or accessories, where applicable.

Please retain the product and its original packaging until we provide further instructions.

After reviewing your request, we will inform you of the next steps. Returned products may be inspected to establish whether the reported issue is attributable to a manufacturing defect, transit damage, an incorrect shipment, or another cause.

Return Pickup and Courier Charges

Where a return or replacement pickup is approved, we will communicate the applicable pickup arrangements.

If return pickup is unavailable at your delivery PIN code, we will inform you of the available return options and any applicable reimbursement arrangements before you ship the product back.

For verified damaged, defective, or incorrectly supplied products, return shipping costs will be handled in accordance with applicable law and the resolution communicated by our customer support team.

Incomplete Orders and Missing Parts

If an item or component is missing from your package, please report it within 48 hours of delivery and provide supporting photographs or other requested details.

After verification, we may arrange to send the missing parts or items, or provide another appropriate resolution.

2. Returns for Change of Mind, Size Preference, or Dissatisfaction

If you are not satisfied with your purchase because you changed your mind, no longer need the product, or find that it does not meet your personal preferences, you may request a return within 7 days of delivery, subject to the conditions below and applicable law.

To request a return, email shilpkaaya@gmail.com within the applicable period and provide your order number and reason for the request.

Return Conditions

To qualify for an eligible return:

The product must be unused and in its original condition.
The product must be returned with its original packaging, accessories, and invoice, wherever applicable.
The product must not have been altered, improperly assembled, washed, soiled, or damaged after delivery.
The return must be approved and coordinated with our customer support team.

Returned products may undergo a quality inspection before a refund or exchange is approved.

Return Shipping Deduction

For approved change-of-mind returns, a deduction of 15% of the order value may be applied toward return shipping and handling costs, provided this deduction is disclosed before the return is confirmed and is permitted by applicable law.

Any applicable deduction will be communicated to you before the return is finalized.

This deduction will not automatically apply to verified damaged, defective, or incorrectly supplied products where return costs are our responsibility under applicable law.

Important Note About Wooden Products

Wood is a natural material. Variations in wood grain, texture, shade, and finish may occur between individual products.

Product colours may also appear slightly different depending on your screen or device settings. Minor natural variations that are consistent with the product description do not necessarily constitute a defect.

Please review product photographs, dimensions, specifications, and descriptions carefully before placing an order.

3. Refund Policy

Once an eligible return has been approved and the returned product has been received and inspected, we will notify you of the refund decision.

If your refund is approved:

The refund will generally be issued to the original payment method, wherever possible.
If the original payment method cannot be used, we will contact you to arrange an appropriate alternative.
Applicable return deductions, if any, will be communicated in advance and applied only where permitted by law.
Refunds will be processed within 5–7 business days after approval, subject to the payment provider's processing timelines.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

For cash-on-delivery orders, any approved refund will be arranged through a mutually confirmed and lawful refund method. Applicable charges will be handled according to the circumstances of the order and applicable law.

4. Exchange Policy

Exchanges may be offered for eligible products, subject to product availability and approval.

An exchange may be considered when:

You receive a verified damaged or defective product.
You receive an incorrect product.
Your return request meets the applicable return conditions and time limit.
An alternative product of equal value is available and the exchange is approved.

If a suitable replacement or exchange product is unavailable, we will communicate the available alternatives, which may include an eligible refund.

5. Custom-Made and Personalized Products

Custom-made products are items created or modified according to a customer's specific requirements, personalization, dimensions, design, or other agreed specifications.

Because these products are made specifically for the customer, change-of-mind returns, cancellations, and exchanges may be restricted once production has commenced, subject to applicable law.

However, if a custom-made product arrives damaged, defective, or materially different from the agreed specifications, please contact us within 48 hours of delivery with your order details and supporting photographs.

We will review the issue and determine an appropriate resolution, which may include repair, replacement, or a refund where applicable.

Any special payment or delivery conditions for custom orders will be communicated before the order is confirmed.

6. Furniture Products

Furniture products may require additional preparation, handling, packaging, and shipping because of their size, weight, and construction.

For Shilpkaya furniture orders, the following conditions may apply:

Please review the dimensions, material details, finish, and product specifications carefully before purchasing.
Minor variations in natural wood grain, texture, and colour may occur.
Furniture may require additional preparation time, and estimated delivery timelines will be communicated through the relevant product listing or order confirmation.
Verified damage, manufacturing defects, or incorrect products will be reviewed for an appropriate resolution.

Return and refund eligibility: Furniture is not automatically excluded from return or refund solely because of its size, value, or made-to-order nature. Eligibility will depend on the product, the reason for the request, the disclosed order conditions, and applicable consumer protection laws.

Where a furniture item is made to the customer's specific requirements, the custom-made product conditions above may apply.

Please report delivery damage or an incorrect furniture item within 48 hours of receipt, with clear photographs and your order number.

7. Minor Damage and Repair

If your product arrives with minor scratches or damage that can reasonably be repaired, please contact us within 48 hours of delivery and provide clear photographs.

After reviewing the issue, we may offer an appropriate resolution, such as:

Repair assistance or guidance.
An agreed reimbursement toward reasonable repair costs.
A replacement or refund, where appropriate and applicable.

Any repair reimbursement or credit arrangement will be confirmed with you in advance. A store credit or credit note will be offered only where agreed and permitted by applicable law.

This section does not limit your rights if the damage is more significant or the product is not fit for its intended purpose.

8. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible at shilpkaaya@gmail.com.

Cancellation requests made within 1 hour of placing the order may be accepted if the order has not been dispatched and production or preparation has not progressed to a stage where cancellation is no longer reasonably possible.
Once an order has been dispatched, cancellation may no longer be available, and the applicable return procedure may apply.
Custom-made or made-to-order products may have additional cancellation restrictions once production has commenced, provided these are communicated before purchase and permitted by applicable law.
Orders purchased during sales or promotional offers will be subject to the cancellation conditions disclosed at the time of purchase and applicable law.

If a cancellation is accepted after payment, any eligible refund will generally be processed to the original payment method, wherever possible.

9. Return Process and Quality Inspection

For all return requests, please follow these steps:

Email shilpkaaya@gmail.com with your order number and the reason for your request.
Provide photographs or videos if the product is damaged, defective, incorrect, or incomplete.
Wait for our team to review your request and communicate the return or resolution instructions.
Pack the product securely, retaining its original packaging and accessories wherever possible.
Follow the approved return shipping or pickup instructions.
Allow time for the returned product to be received and inspected before a final decision is communicated.

Products returned without prior coordination may experience processing delays. However, this requirement does not remove any mandatory rights you may have under applicable law.

10. Refund Delays

If you have not received an approved refund within the communicated timeframe:

Check your bank account or payment statement.
Contact your bank, card issuer, or payment provider to check whether the refund is pending.
If the amount has still not been credited, email us with your order number and refund details.

Our team will assist you in checking the refund status.