Return & Refund Policy

Last Updated: 17-08-2025

At Niraala, our passionate artisans handcraft each product specifically for you using traditional techniques and premium materials. We want to ensure you experience the true beauty of their art while understanding the unique nature of handcrafted products.

1. Our Return Philosophy

We prioritize your satisfaction and encourage you to contact our customer support team with any questions or concerns before initiating a return. We're often able to resolve issues quickly and avoid any inconvenience.

  • Quality Assurance: Each product undergoes quality checks before dispatch
  • Customer First: We work with you to find the best solution
  • Transparency: Clear communication throughout the return process
  • Fair Processing: No hidden fees or surprise charges

2. Return Eligibility and Timeframes

Eligible Returns (7 Days from Delivery)

  • Manufacturing Defects: Visible flaws in craftsmanship or materials
  • Shipping Damage: Items damaged during transit
  • Wrong Item Shipped: Received incorrect product or size
  • Incomplete Orders: Missing items from your order
  • Significant Quality Issues: Product doesn't match website description

Express Return Window (48 Hours)

For the following issues, please contact us within 48 hours of delivery:

  • Visible shipping damage or packaging issues
  • Major manufacturing defects
  • Completely wrong product received
  • Missing items from multi-item orders

3. Non-Returnable Items

Due to the handcrafted nature of our products, the following are not considered defects and are not eligible for returns:

Natural Characteristics

  • Natural Tarnishing: Patina development on copper, brass, and bronze (indicates metal purity)
  • Color Variations: Slight differences in metal tone due to handcrafting
  • Size Variations: Minor dimensional differences (±5mm) in handcrafted items
  • Texture Differences: Unique hammer marks and surface patterns
  • Weight Variations: Slight differences due to hand-finishing

Usage-Related Issues

  • Misuse Damage: Heat damage from excessive temperature
  • Improper Cleaning: Damage from harsh chemicals or abrasives
  • Scratches/Dents: From normal use or improper handling
  • Water Staining: From storing water beyond recommended time
  • Discoloration: From improper food storage or acidic substances

Special Categories

  • Custom/Personalized Items: Made-to-order products with engravings
  • Final Sale Items: Clearance and promotional products
  • Gift Cards: Non-refundable and non-exchangeable
  • Bulk Orders: Corporate gifting orders (special terms apply)

4. Return Process

Step 1: Contact Customer Support

Before returning any item, you must contact us:

  • Email: Support@niraala.com
  • Phone: +91-[INSERT PHONE NUMBER]
  • WhatsApp: +91-[INSERT WHATSAPP NUMBER]
  • Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST

Required Information

  • Order number and date of purchase
  • Product name and SKU number
  • Reason for return with detailed description
  • Clear photos of the product and any defects
  • Unboxing video (for damage claims)

Step 2: Return Authorization

After reviewing your request, we will:

  • Provide a Return Authorization Number (RAN)
  • Email detailed return instructions
  • Arrange pickup (for eligible returns) or provide shipping label
  • Confirm return address and requirements

Step 3: Package and Ship

  • Original Packaging: Use original box, protective materials, and certificates
  • Product Condition: Items must be unused, unwashed, and undamaged
  • Documentation: Include return authorization number and printed return form
  • Secure Packaging: Protect items to prevent damage during return shipping

5. Return Shipping

Domestic Returns (India)

  • Defective/Wrong Items: Free return pickup arranged by us
  • Customer Returns: Return shipping costs deducted from refund
  • Return Address: [INSERT COMPLETE RETURN ADDRESS]
  • Tracking Required: Use traceable shipping service

International Returns

  • Limited Returns: Only for manufacturing defects or wrong items shipped
  • Customs Declaration: Mark as "RETURN MERCHANDISE"
  • Duty/Tax Responsibility: Customer responsible for return shipping duties
  • Insurance Recommended: High-value returns should be insured

6. Inspection and Processing

Return Inspection

Upon receiving your returned item, we will:

  • Quality Check: Inspect for condition and reason for return
  • Authentication: Verify original product and accessories
  • Documentation Review: Check against return authorization
  • Decision Timeline: Complete inspection within 3-5 business days

Inspection Outcomes

  • Approved: Full refund or exchange processed
  • Partial Approval: Restocking fee applied (if applicable)
  • Rejected: Item returned to customer with explanation
  • Damaged in Transit: Insurance claim processed

7. Refund Processing

Refund Methods

  • Original Payment Method: Credit card, debit card, UPI, or net banking
  • Bank Transfer: For cash on delivery orders
  • Store Credit: Optional for faster processing (additional 10% bonus credit)
  • Gift Card: For partial returns or specific requests

Refund Timeframes

  • Processing: 2-3 business days after approval
  • Credit Card: 5-7 business days to reflect in account
  • Bank Transfer: 3-5 business days
  • International: 7-14 business days (subject to banking delays)
  • Store Credit: Immediate after processing

Refund Calculations

  • Product Value: Full purchase price for eligible returns
  • Shipping Charges: Non-refundable unless we shipped wrong/defective item
  • Return Shipping: Deducted for customer-initiated returns
  • Processing Fees: Payment gateway charges may be deducted
  • Currency Fluctuation: International refunds subject to exchange rate changes

8. Exchange Policy

Exchange Options

  • Same Product: Different size (if available)
  • Similar Product: Same category and price range
  • Store Credit: For any product on website
  • Upgraded Product: Pay difference for higher-priced item

Exchange Process

  • Authorization Required: Contact customer service first
  • Availability Check: Confirm replacement product stock
  • Price Difference: Additional payment or refund as applicable
  • Processing Time: 7-10 business days after receiving returned item

9. Damaged or Defective Items

Immediate Actions

If you receive a damaged or defective product:

  • Don't Use the Product: Avoid any usage that may cause further damage
  • Document Everything: Photos/videos of packaging, product, and defects
  • Contact Us Immediately: Within 48 hours of delivery
  • Preserve Packaging: Keep all materials for potential return

Our Response

  • Immediate Replacement: For clear manufacturing defects
  • Express Shipping: Priority delivery for replacement items
  • Full Refund: If replacement not possible or preferred
  • Compensation: Additional credits for inconvenience (case-by-case)

10. Order Cancellations

Cancellation Timeframes

  • Immediate Cancellation: Within 2 hours of order placement (free)
  • Same Day Cancellation: Within 24 hours (may incur processing fee)
  • Pre-Production: Before crafting begins (partial fees may apply)
  • In Production: After crafting starts (limited cancellation options)
  • Shipped Orders: Follow return policy instead of cancellation

Cancellation Process

  • Contact Method: Email cancellation@niraala.com or call customer service
  • Order Details: Provide order number and reason for cancellation
  • Confirmation: Receive cancellation confirmation via email
  • Refund Processing: 3-5 business days for approved cancellations

11. Special Circumstances

Bulk and Corporate Orders

  • Custom Terms: Specific return policy based on order value
  • Sample Approval: Physical samples provided before bulk production
  • Quality Assurance: Enhanced inspection process
  • Dedicated Support: Assigned account manager for resolution

Festival Season Returns

  • Extended Window: 10 days return period during peak seasons
  • Gift Returns: Special provisions for gift recipients
  • Express Processing: Faster resolution during festivals

12. Customer Responsibilities

  • Product Care: Follow care instructions provided with products
  • Timely Communication: Report issues within specified timeframes
  • Accurate Information: Provide truthful details about return reasons
  • Proper Packaging: Return items securely packaged
  • Return Tracking: Monitor return shipment and provide tracking details
  • Policy Compliance: Adhere to all return policy terms

13. Dispute Resolution

Internal Resolution

  • Customer Service: First level of issue resolution
  • Supervisor Review: Escalation for complex cases
  • Management Decision: Final internal review
  • Documentation: All communications recorded for reference

External Resolution

  • Consumer Forum: As per Consumer Protection Act, 2019
  • Ombudsman: Through relevant industry bodies
  • Legal Recourse: Courts of competent jurisdiction in New Delhi

14. Contact Information

Returns Department

Email: support@niraala.co.in
Phone: +91-[INSERT PHONE NUMBER]
WhatsApp: +91-[INSERT WHATSAPP NUMBER]
Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST

Emergency Support

For Urgent Issues:
Email: Support@niraala.co.in
Phone: +91-
Available: Monday to Saturday, 9:00 AM to 9:00 PM IST

15. Policy Updates

This return and refund policy may be updated to reflect:

  • Changes in product lines or manufacturing processes
  • Updates to legal requirements and consumer protection laws
  • Improvements in customer service processes
  • Seasonal adjustments and special circumstances

Customers will be notified of significant changes via email and website announcements.

16. Important Notes

  • Policy Scope: This policy applies only to products purchased directly from Niraala
  • Third-Party Sales: Products purchased from distributors/retailers have separate policies
  • Proof of Purchase: Original receipt or order confirmation required for all returns
  • Inspection Rights: We reserve the right to inspect all returned items
  • Final Decision: Management decision on returns is final and binding

This Return and Refund Policy was last updated on 17-08-2025 and supersedes all previous versions. By making a purchase, you agree to the terms outlined in this policy.

Acknowledgment

We appreciate your understanding of the unique nature of handcrafted products and our commitment to providing quality items while maintaining fair return policies. Our goal is to ensure your complete satisfaction with your Niraala purchase while preserving the value and integrity of traditional craftsmanship.