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Refund & Return Policy
Legal Document
We stand behind every product we sell. If something is wrong, we make it right — quickly and without unnecessary hassle.
Last Updated
1 July 2025
Effective From
1 July 2025
At indiHeritedge, we source directly from artisans, cooperatives, and producer groups across India. Because our products are genuinely handmade, minor variations in colour, texture, and dimensions are not defects — they are the hallmark of authentic craft. Our return policy reflects this reality while fully protecting your consumer rights.
This policy is compliant with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
| Summary | Detail |
|---|---|
| Return window | 7 days from delivery date |
| Eligible reasons | Damaged, defective, or wrong item received |
| Refund processing | 7–10 business days after return received and inspected |
| Return shipping | We bear the cost for eligible returns |
| Exchange | Available for wrong items only (subject to stock) |
You may return a product within 7 days of delivery for a full refund if:
To initiate an eligible return, you will need:
Returns will not be accepted for:
Note on handmade variation: A Darjeeling tea that tastes differently across harvests, a Kanjivaram silk that varies slightly in lustre, a Madhubani painting where no two are identical — these are the qualities that make GI products worth protecting. We will always provide accurate descriptions and representative images, but we cannot accept returns for the authentic characteristics of handmade crafts.
| Step | Action | Who | Timeframe |
|---|---|---|---|
| 1 | Contact us via email or support form with your order number, photographs, and reason | You | Within 7 days of delivery |
| 2 | We review your request and send approval / additional questions | indiHeritedge | Within 2 business days |
| 3 | If approved, we arrange a free reverse pickup at your address or provide a prepaid return label | indiHeritedge | Within 2 business days of approval |
| 4 | Pack the item securely in its original packaging (or any sturdy box) and hand it to the courier | You | Within 2 days of pickup scheduled |
| 5 | We receive the item and conduct quality inspection | indiHeritedge | Within 3 business days of receipt |
| 6 | Refund initiated to your original payment method | indiHeritedge | Within 2 business days of inspection completion |
To initiate a return: Email us at indiheritedge@gmail.com with subject line: Return Request – Order #[your order number]
Once we confirm the return is eligible and the item is received:
| Stage | Time Required |
|---|---|
| Quality inspection after item received | 1–3 business days |
| Refund initiation by us | 1–2 business days after inspection |
| Credit/debit card refund credit | 5–7 business days (bank processing) |
| UPI / Net Banking refund credit | 3–5 business days |
| Bank transfer (for COD orders) | 7–10 business days after details provided |
Refund timelines after our initiation depend on your bank or payment provider. If your refund has not appeared after the maximum timeline, please first check with your bank, then contact us with your transaction ID.
| Original Payment | Refund Method |
|---|---|
| Credit / Debit Card | Refunded to the same card |
| UPI | Refunded to the same UPI ID / bank account |
| Net Banking | Refunded to the originating bank account |
| Cash on Delivery (COD) | Bank transfer (NEFT/IMPS) to account details you provide |
We do not offer store credit or gift cards as refund methods — refunds are always returned to your original payment source (or bank for COD).
We offer exchanges in the following case:
Due to the handmade and limited-run nature of our products, exchanges for different variants (e.g., different size or colour) of the same product are not guaranteed and depend on availability. In such cases, a refund may be offered instead.
If your item arrived damaged or is incorrect, please:
For transit damage, we may request the original packaging to support our insurance claim with the logistics provider.
You may cancel an order within 12 hours of placing it, or before we confirm dispatch (whichever is earlier), by emailing indiheritedge@gmail.com with your order number. A full refund will be issued.
Once dispatched, we cannot cancel your order. You may initiate a return after delivery if the item qualifies under Section 2.
We reserve the right to cancel orders due to:
In all these cases, a full refund will be issued within 3–5 business days and you will be notified via email.
Perishable GI products (fresh fruits, dairy, seasonal produce) have shortened return windows. Quality issues must be reported within 48 hours of deliverywith photographic evidence. We will assess on a case-by-case basis and may offer a partial or full refund.
During peak periods (Diwali, Dussehra, etc.), return processing may take up to 5 additional business days. We will communicate expected timelines.
Orders above ₹25,000 or orders placed under bulk/institutional arrangements are subject to separately negotiated return terms. Contact indiheritedge@gmail.com.
This policy does not limit or waive your rights under the Consumer Protection Act, 2019. As an e-commerce consumer in India, you have the right to: