At Craftyn Indoroots Pvt Ltd, we are committed to delivering products that reflect superior craftsmanship, quality, and authenticity. Every product undergoes a detailed quality inspection prior to dispatch. Customers are advised to carefully inspect the package and product at the time of delivery and report any concerns promptly in accordance with this Policy.

This Policy is intended to ensure a fair, transparent, and efficient resolution process while safeguarding the interests of both customers and the Company.

1. Eligibility for Returns, Exchanges & Replacements

Returns, exchanges, replacements, repairs, or refunds shall be considered only under the following circumstances:

• The product received is materially damaged during transit;
• The product delivered is materially different from the order placed;
• The product contains a verified manufacturing defect.

All claims shall be subject to inspection, verification, and approval by Craftyn Indoroots Pvt Ltd.

Non-Eligible Items

The following categories shall not qualify for return, exchange, refund, or cancellation unless otherwise mandated under applicable law:

• Customized or personalized products;
• Made-to-order products;
• Products purchased during sale, clearance, promotional, or discount campaigns;
• International orders;
• Products damaged due to misuse, mishandling, improper maintenance, abnormal usage, or unauthorized alterations.

Handcrafted Product Disclaimer

As our products are handcrafted and artisan-made, minor variations in color, weave, texture, finish, dimensions, shading, or pattern irregularities are natural characteristics of handmade products and shall not be considered defects.

2. Return & Claim Notification Timeline

• Customers must notify Craftyn Indoroots Pvt Ltd of any eligible issue within 24 hours from the date and time of delivery.
• Claims submitted after the prescribed timeline may not be accepted.
• The Company reserves the right to request additional information or supporting evidence before processing any claim.

3. Mandatory Documentation Requirements

To process any return, exchange, replacement, or damage claim, customers must provide:

• Clear photographs of the product in an unpacked/open condition;
• Images clearly showing the reported issue, defect, or transit damage;
• Images of the product securely repacked for return shipment;
• Images showing original packaging, labels, tags, and accessories intact.

Failure to provide adequate supporting documentation may result in rejection of the request.

4. Packaging & Product Condition Requirements

• Retention of the original packaging is mandatory for all approved return or exchange requests.
• Products must be returned unused, unwashed, unaltered, and in resalable condition.
• All original labels, tags, serial identifiers, inserts, certificates, and accessories must remain intact and untampered.
• Products showing signs of use, staining, washing, tampering, modification, damage due to improper handling, or inadequate packaging may not qualify for return, refund, or exchange.

Customers are responsible for ensuring that products are securely packed to prevent transit-related damage during reverse shipment.

5. Exchange Policy

• Eligible products may be exchanged for another product of equal or higher value.
• Where the replacement product carries a higher price, customers shall be required to pay the applicable price difference, including any associated taxes or delivery charges.
• Exchanges for products of lower value shall not qualify for partial refunds, cash reimbursements, credits, or balance adjustments.

6. Return Handling Charges

Approved returns may be subject to the following reverse logistics and handling charges:

• Carpets: ₹500 per order

No return handling charges shall apply in cases where:

• The product is verified to have a manufacturing defect; or
• An exchange request has been approved by the Company.

These charges contribute toward reverse shipping, packaging, inspection, restoration, quality control, and operational processing costs.

7. Return & Exchange Procedure

Step 1 – Raise a Request

Customers must initiate a return, exchange, or replacement request within the prescribed timeline by contacting:

• Email: craftynindoroots@gmail.com

Step 2 – Share Supporting Evidence

Customers shall provide all required photographs and order details for preliminary review and verification.

Step 3 – Preliminary Assessment

Upon review of the submitted information, Craftyn Indoroots Pvt Ltd may approve, reject, or seek additional clarification regarding the claim.

Step 4 – Pickup Coordination

For approved requests, pickup shall be arranged subject to logistics availability and serviceability at the customer’s location.

Step 5 – Quality Inspection

Returned products shall undergo a detailed inspection upon receipt at the Company’s facility. Final approval of refund, exchange, replacement, repair, or store credit shall be subject to successful quality verification.

8. Refund Policy

Prepaid Orders

For prepaid orders, approved refunds shall generally be initiated within 5–7 business days after successful receipt and inspection of the returned product. Actual credit timelines may vary depending on the customer’s bank, card issuer, or payment service provider.

Cash on Delivery (COD) Orders

For COD orders:

• Refunds shall be processed only through bank transfer, UPI, or other approved digital payment methods;
• Customers must provide accurate banking or payment details;
• Cash refunds shall not be provided under any circumstances;
• Approved refunds are generally processed within 10–12 business days after successful receipt and verification of the returned product.

Shipping fees, duties, taxes, convenience charges, or other non-refundable charges, if any, may be deducted where applicable and permissible under law.

9. Repair, Replacement & Store Credit

Where a product defect is determined to be repairable, Craftyn Indoroots Pvt Ltd reserves the right, at its sole discretion, to provide:

• Repair or restoration;
• Replacement;
• Store credit;
• Partial refund; or
• Any other commercially reasonable remedial measure.

The nature of the remedy shall depend upon product condition, defect assessment, inventory availability, and applicable legal obligations.

10. International Orders

• International shipments may attract customs duties, import taxes, VAT/GST, handling charges, freight charges, or other local levies imposed by destination-country authorities.
• Such charges shall be borne solely by the customer and may be payable directly to the shipping carrier or customs authority at the time of delivery.
• Craftyn Indoroots Pvt Ltd shall not be responsible for customs delays, clearance issues, shipment holds, or additional charges imposed by international authorities.
• International orders are deemed final sale and shall not be eligible for return, exchange, cancellation, or refund except where required under applicable law.

11. Company Rights & Discretion

Craftyn Indoroots Pvt Ltd reserves the right to:

• Verify and inspect all claims prior to approval;
• Refuse returns, refunds, exchanges, or replacements that do not comply with this Policy;
• Request additional proof, documentation, or information;
• Modify, amend, suspend, or update this Policy at any time without prior notice, subject to applicable law;
• Determine the final resolution mechanism in accordance with operational feasibility and governing law.

12. Contact Information

For any return, exchange, refund, or warranty-related assistance, customers may contact:

Craftyn Indoroots Pvt Ltd
Email: craftynindoroots@gmail.com