Refund policy
Thank you for shopping with us! Please remember that you are purchasing from a small business where each product is handcrafted with love by a small team of artists. We kindly request that you avoid cancellation or return requests unless we have made a mistake with your order.
We are here to help you through your purchase and returns process, and we expect coordination from your side as well.
1. Order Cancellation Policy
- Once payment is processed, and we have processed your order (that is it is under manufacturing ) cancellations are not allowed.
- If a cancellation request is made within 24 hours of placing the order, we will process the refund for any order made by mistake, wrong address or wrong details submitted with a deduction of 2% transaction fee.
- To submit cancellation request, please reach out to us on email or WhatsApp within 24 hours timeline.
- If the cancellation is claimed because the customer failed to provide required customization or approval details, we will not be able to cancel and refund.
2. Returns & Exchange Policy
2.1 When Can You Request a Return?
Since our products are made to order, we do not accept returns. However, a return will be accepted only in the following cases:
- You have received a wrong product.
- The product received is damaged.
- Intimate and personal care, custom made & made to order products are strictly not eligible for returns and exchange.
2.2 What Is Required for a Return?
To be eligible for a return, you must:
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Record a clear, uncut, and unpaused video of the package opening (unboxing video) showing:
- The sealed package before opening.
- The process of unsealing the package.
- The damages or incorrect product in the same video.
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Contact us on WhatsApp at +91 92190 88274 with your order details and the unboxing video for further assistance.
2.3 Exchange Policy
- Custom-made products are not eligible for exchange.
- If an exchange is requested for non-customized products, the following conditions apply:
- The customer must bear both the return and reshipping costs.
- The product must be returned in original condition and packaging.
3. Refund Policy
3.1 Refund Process
Once we receive your return request with the required unboxing video, we will follow these steps:
- Screen the video for verification.
- If eligible, we will send you shipping documents to print and attach to the return package.
- A pickup will be scheduled by our courier partner.
- If pickup is not available for your location, you will be required to ship the product back to us.
- The product must be securely packed in its original box, with bubble wrap and protective materials to avoid further damage.
- Once the returned product is received, we will inspect it for any additional damages or defects.
- Refunds will be processed within 48 hours of receiving and screening the product (on business days).
4. Shipping Delays & Return to Origin (RTO) Policy
4.1 Shipping Delays
Sometimes, shipping delays occur due to courier partner issues beyond our control. In such cases:
- We will keep you updated with tracking details and the expected delivery timeframe.
- The same return and exchange policies apply, even in case of courier delays.
4.2 Return to Origin (RTO) & High-Value Orders
- If a package is returned to us (RTO) due to courier operational issues, we will coordinate a reshipment at no extra cost.
- For high-value non-custom products (above INR 700), we do not offer refunds or exchanges due to courier partner operational challenges and these shall be accepted by customers post reship once they come back to us as RTO
- In case of customer refusal to accept the package containing items above INR 700, we will not be issuing refunds and the customer shall be available to accept the package post reshipping. In this case the reshipping cost shall also be borne by the customer.
We appreciate your understanding and support as a small business. If you have any concerns, feel free to reach out to us at +91 92190 88274 or info.rainvas@gmail.com