Refund policy

Cancellation, Return and Refund policy

Cancellation

1. Order can be cancelled before the shipment process is initiated. Please contact us within 2 hours of order placement for cancellation.
2. The order cannot be cancelled once the shipment or production process has been initiated.
3. In case of cancellation before shipment of order, the entire amount will be refunded for pre-paid orders.

Return / Exchange Process and policy

We at PRASAM strive to serve our customer need with high quality product. However being handmade products, there can be slight irregularities in the product which is the signature and beauty of the handmade authentic process.

We value our customer, and their satisfaction is our utmost priority. For return or exchange of any product, please follow the below process.

Domestic Return / Exchange Process and policy

1. Please do not accept the product if the courier parcel is damaged or tampered with. The customer are requested to immediately inform us in such cases. We will arrange replacement with no additional cost.
2. In case of receipt of damaged merchandise, wrong size, quality issue, you should email us with a picture of product and order details within 48 Hrs of receipt of shipment. We will arrange replacement on receipt of initial product without any additional cost.
3. In case customer want to return or exchange the product, the request for return or exchange shall be emailed to us with a picture of product within 48 hours of product receipt.
4. One receipt of the request for return or exchange, we shall send you confirmation for return and will guide you for return shipment.
5. The pickup will be arranged by us. The product will be picked from your doorstep by our assigned logistic partner agent. A shipment label would be mailed to you which need to be attached on the packet of product for reverse pick up.
6. On receipt of product at the warehouse, our team will do the quality check.
7. Upon passing the quality check, we will provide credit note or will refund the amount in case of return.
8. If you want to exchange the product you ordered for with another product of higher amount, a coupon equals to value of current product will be issued which can be redeemed while placing the order and the balance amount to be paid.
9. If you want to exchange your product with another product of lower amount, the desired product will be shipped to you and balance amount post deduction of shipping charges will be processed for refund.
10. The customized product or product with value addition services like fall and edging cannot be processed for return or exchange.
11. The products under Shawls & Stoles category are eligible for return or exchange only on receipt of wrong or damaged product.
12. The first exchange or return is free of shipping charges. For any subsequent exchanges or returns, a shipping fee of INR 250 per product will apply.
13. Product once exchanged, will not be refunded. It can be exchanged with additional shipping charges.
14. Orders with any discount code or bought under any sale offer can be only exchanged or store credit will be issues in case of return. No refund other than store credit will be applicable for such orders  

International (Outside India) Return / Exchange Process and policy

1. Unfortunately, we do not have exchange policy for international orders.
2. Entire amount will be refunded in case of cancellation received before shipping of the product.
3. The request for return can be raised within 10 days of receipt of shipment.
4. The return shipment is sole responsibility of customer in case of international shipment.
5. The shipping charges for returning the product will be borne solely by Customer.
6. On receipt of product at the warehouse, our team will do the quality check.
7. Upon passing the quality check, we will provide either credit note or will refund the amount.
8. The refund process will be completed as per standard refund transaction time.
9. In case of receipt of defective product, you should email us with a picture of defective product and order details within 72 Hrs of receipt of product. We will provide credit note or will refund the amount for the defected product.
10. Only product costs are refundable. Shipping and other charges if any are not non-refundable.

Rules of Return / Exchange Process and policy (For Domestic and International)

1. The product must be unused. It must not be damaged or torn.
2. The product should have original packaging, tags and all items received with products.
3. Items without tags or packaging will not be accepted.
4. Products bought under sale offer are non-refundable.
5. All our products are handmade. The irregularities in product characteristics is signature of genuine handmade products. Such irregularities shall not be considered as defect as these distinctive characteristics are itself uniqueness of handmade products.
6. The colour of product you see on the website depends upon the resolution and display of screen. The colour of product in image may slightly vary from the original product. We request you to make allowance of such variation in the colour of the product while comparing the actual product with image on the website. Such Variation shall not be considered as defective or wrong product.
7. All returns which are not valid will not be accepted. 
8. We will keep you updated on the status of your return at each step.
9. When we validate your return post quality check, we will send you a return authorization mail.
10. At the closure of your return request, a closure mail will be sent to you.
11. Given the nature of handmade products, we reserve the rights at our sole discretion to accept, reject or provide alternate resolution on each return & exchange request basis our quality check inputs.

Refund Process

1. Refunds will be issued in the original payment method only in cases involving quality issues, defective products, or incorrect product deliveries, as per the brand’s quality standards stated on the product page and policies. For all other refund requests, the refund will be processed in the form of store credit, valid for 12 months from the date of issuance.
2. All refunds are processed through online payment platforms.
3. In case of Cash –on-delivery order, an approved payment link from Razor pay X will be sent on registered mobile number and email ID. You will be required to fill in your bank details with IFSC code and the amount will be credited to your account.
4. For prepaid orders, the amount is refunded to the same account through which payment has been done.
5. The refund process will be initiated within 3 working days from the receipt of the product at our end. 
6. The amount will be credited to your bank account as per the standard refund transaction time of bank and payment gateways within 5-7 working days.
7. Kindly note that in case of refund, there will be deduction of INR 500 against forward & reverse shipping charges and transaction charges. This will be applicable for all refunds of domestic shipments, irrespective of free shipping or paid shipping service condition while placing the order.
8. In case of order cancellation for prepaid orders, a deduction of 5% will be applied towards payment gateway and transaction processing charges.
   For payments received via PayPal, a 10% deduction will apply to cover PayPal processing fees.
9. All return shipping charges to be borne by customer in case of international shipment.

All communication and queries regarding return, exchange and refund can be mailed at contact@prasamcrafts.com.