1. Eligible Returns / Replacements

We do not accept returns or exchanges merely because a customer has changed their mind or no longer requires the product.

A return, replacement or refund request may be considered only in the following situations:

• The product was received damaged or broken.
• The product has a manufacturing defect that materially affects its intended use.
• The wrong product was dispatched by HastKala Jaipur.
• A product or component that was specifically included in the order is missing.

All claims are subject to verification and approval by our team.

2. Strict Reporting Period

Any damage, breakage, defect, shortage or incorrect-product claim must be reported to us within 48 hours of delivery.

Claims submitted after 48 hours may not be accepted.

The date and time shown in the courier/delivery tracking records may be used to determine the delivery date.

3. Mandatory Unboxing Video

For fragile, breakable or damage-related claims, a continuous and unedited unboxing video is mandatory.

The video should clearly show:

1. The unopened package in its delivered condition.
2. The shipping label and order/shipping details.
3. All visible sides of the outer package.
4. The package being opened for the first time.
5. The internal protective packaging.
6. The product being removed from the package.
7. The complete condition of the product immediately after opening.

The video should be continuous and should not contain cuts, edits, missing portions or unexplained interruptions.

Photographs may be requested in addition to the unboxing video.

We strongly recommend that customers do not discard the original packaging until the claim has been reviewed and resolved.

4. Verification of Damage Claims

Every damage, defect, shortage or wrong-product claim is subject to verification by HastKala Jaipur.

We may request additional photographs, videos, packaging photographs, courier information or any other reasonable evidence required to investigate the claim.

If the evidence provided is materially incomplete, inconsistent, altered, edited, manipulated, or otherwise insufficient to establish that the issue existed at the time of delivery, the claim may be rejected.

If we reasonably determine that submitted evidence does not reliably establish the condition of the product at the time of opening, HastKala Jaipur may decline a replacement or refund.

5. Damage Caused After Delivery

HastKala Jaipur is not responsible for damage caused after delivery due to:

• Mishandling by the customer or any third party.
• Dropping or impact after delivery.
• Improper installation, handling or use.
• Exposure to unsuitable conditions.
• Normal wear and tear.
• Modification or alteration of the product.
• Improper storage or cleaning.
• Any damage occurring after the product has been accepted and used by the customer.

6. Handmade Variations

Our products are handmade and may naturally have slight variations in:

• Colour
• Texture
• Finish
• Shape
• Pattern
• Brushwork
• Dimensions
• Surface characteristics

Such variations are inherent characteristics of handmade craftsmanship and do not constitute defects or grounds for return, replacement or refund.

Product photographs may also appear slightly different depending on lighting, photography conditions and individual screen settings.

7. Non-Returnable / Non-Exchangeable Situations

Returns or exchanges are generally not accepted for:

• Change of mind.
• Personal preference.
• Colour preference or minor colour variation.
• Minor handmade variations.
• Products that have been used, washed, altered or modified.
• Products damaged due to customer handling.
• Products damaged after delivery.
• Incorrect product selection by the customer.
• Incorrect dimensions or specifications selected by the customer where the product supplied matches the order.
• Orders where the customer has provided incorrect or incomplete information.
• Orders refused, abandoned or not collected by the customer.
• Orders returned to us because of the customer’s failure to accept delivery.
• Sale/discounted products, except where a claim is otherwise required under applicable law.

8. Wrong Product

If you receive a product different from the product ordered, please contact us within 48 hours of delivery and provide the Order ID along with clear photographs and, where applicable, the complete unboxing video.

After verification, we may arrange a replacement or other appropriate resolution.

9. Return / Replacement Approval

Submitting a claim does not automatically mean that a return, replacement or refund has been approved.

Our team will review the information and evidence provided before approving a claim.

If approved, we will communicate the next steps to the customer.

Do not ship any product back to us without receiving prior written confirmation from HastKala Jaipur.

Unauthorised returns may not be accepted.

10. Refunds

Where a refund is approved, it will ordinarily be processed to the original payment method, subject to the applicable payment gateway and banking timelines.

Refund processing will generally begin after the claim has been approved and, where applicable, the returned product has been received and inspected.

Shipping charges already incurred may be non-refundable where the issue is attributable to the customer.

11. Incorrect Address / Incorrect Customer Information

Customers are responsible for providing complete and accurate information while placing an order.

This includes:

• Full name.
• Complete delivery address.
• House/flat/shop number.
• Street/locality.
• City.
• State.
• PIN/ZIP code.
• Correct and active mobile number.
• Any other information required for successful delivery.

HastKala Jaipur will not be responsible for failed delivery, delays, RTO or additional shipping costs resulting from incorrect, incomplete or inaccurate information provided by the customer.

This includes situations where the customer provides:

• An incorrect address.
• An incomplete address.
• An incorrect name.
• An incorrect or unreachable phone number.
• Incorrect PIN/ZIP code.
• Incorrect delivery information.
• Any other information that prevents successful delivery.

12. Refused / Uncollected / RTO Shipments

If a customer:

• Refuses to accept the parcel;
• Is unavailable to receive the parcel despite delivery attempts;
• Fails to collect the parcel;
• Provides an incorrect or incomplete address;
• Provides incorrect contact information;
• Does not respond to the courier;
• Causes the parcel to be returned to us for any customer-attributable reason;

the order will be treated as a customer-attributable failed delivery/RTO.

In such cases, HastKala Jaipur is not responsible for the resulting return or re-shipping costs.

Where a refund is otherwise applicable, the refund amount may be calculated only after deducting all actual and non-recoverable costs incurred in connection with the order, including, where applicable:

• Original shipping charges.
• Return-to-origin (RTO) charges.
• Return shipping charges.
• Re-shipping charges.
• Packaging charges.
• Additional handling charges actually incurred.
• Any other directly incurred and non-recoverable logistics costs.

The remaining eligible amount, if any, will then be refunded in accordance with applicable law and this policy.

13. Cancellation of Orders

HastKala Jaipur does not ordinarily accept order cancellation requests after the cancellation window has expired.

Customers who wish to cancel an order must contact us within 2 hours of placing the order through WhatsApp at:

+91 8005560031

Please provide your Order ID and cancellation request.

A cancellation request is not considered confirmed merely because a message has been sent. Cancellation is effective only after it has been acknowledged/confirmed by HastKala Jaipur.

After the 2-hour cancellation window, cancellation requests will ordinarily not be accepted, particularly where the order has entered processing, packing, production or dispatch.

Once an order has been dispatched, it cannot be cancelled through refusal or non-acceptance of the parcel. Such refusal may result in RTO and applicable deductions as described in this policy.

14. How to Raise a Claim

To raise an eligible return, replacement or damage claim, contact:

WhatsApp: +91 8005560031

Email: hastkalabluepottery@gmail.com

Please provide:

• Order ID.
• Customer name.
• Registered mobile number.
• Description of the issue.
• Required photographs.
• Unboxing video, wherever applicable.
• Any additional information requested by our team.

15. Policy and Applicable Law

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.

HastKala Jaipur reserves the right to verify every claim and to take appropriate action based on the facts and evidence available.

For questions regarding this policy, please contact:

HastKala Jaipur

WhatsApp / Phone: +91 8005560031

Email: hastkalabluepottery@gmail.com