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We accept return and resolution requests for products that arrive damaged, are defective, are incorrect, or materially differ from what was ordered. We do not offer returns or exchanges simply because you change your mind, no longer need an item or prefer another colour or style. This policy does not limit rights available under applicable consumer law.
Report a problem
Email [email protected] as soon as reasonably possible after discovering a problem. Include your order number, the affected item, a description of the issue and clear photographs where possible. Please keep the product, packaging, labels and invoice while we review the request.
An unboxing video may help, but is not mandatory. We will consider genuine complaints even where an issue was not visible immediately on delivery. Do not send the product back until we provide return instructions, as items from different vendors may have different return destinations.
Food and local produce
If a food product is damaged, expired on delivery, incorrectly supplied or appears unsafe, stop using it and contact us. Do not consume a suspect product or send food back without our instructions. We may resolve the issue using photographs and batch or expiry information rather than asking for a physical return.
Opened packaging does not automatically disqualify a genuine complaint where opening was necessary to discover the defect. Food cannot be returned for a change of mind or because of personal taste preferences.
Handmade products and variations
Handwoven textiles and handmade craft can have small variations in colour, grain, weave, dimensions or finish. Variations clearly described as part of the handmade process are not, on their own, defects. This does not excuse damage, poor quality, an incorrect item or a material difference from the description. We will assess the actual issue rather than reject a complaint simply because the item is handmade.
Assessment and resolution
We will review the information with the vendor and explain the outcome by email. Depending on the issue and your legal rights, we may arrange a replacement, an agreed repair or a refund. A replacement is subject to availability; we will not require you to accept a different product or store credit instead of a refund to which you are entitled.
For an accepted damaged, defective or incorrect-item claim, we will arrange or cover reasonable return delivery costs. Where return shipping is necessary, we will confirm the return address and collection or reimbursement arrangements first. Do not incur a return charge without checking with us.
Please do not wash, alter, repair or continue using a product after identifying a defect, except where needed for safety. Use after delivery does not remove a valid claim for a defect that was already present or became apparent through normal use.
Refund amount and method
An approved refund covers the amount paid for the affected item, including applicable tax. Delivery charges attributable to an accepted damaged, defective, incorrect-item or failed-delivery claim will also be refunded where applicable. For a partial order refund, we will explain how the delivery charge is allocated. We do not deduct our vendor commission from a customer refund.
We refund to the original payment source wherever possible. For a manual transfer, we may need to verify the payer and refund account details securely. We will never ask for your UPI PIN, password, card security code or one-time code. Store credit will only be used if you choose it.
Refund processing
We aim to initiate an approved refund within seven business days after payment verification and, where needed, receipt and assessment of the returned item. We will confirm the amount, method and refund reference by email. The time taken for the money to appear depends on your bank or payment provider. Contact us if it has not arrived within the timeframe communicated to you.
Duplicate payments, verified payments for cancelled orders and verified payments for orders we cannot fulfil will be reconciled and refunded. Customer refunds are not dependent on vendor payout schedules.
Missing items and non-delivery
Contact us if an item is missing or a parcel has not arrived. We will investigate and arrange supply of the missing item or an appropriate refund. See shipping and delivery for delivery enquiries and cancellations for requests before dispatch.