Return, Refund & Exchange Policy

At Surabhi Heritage Studio, we take immense pride in offering handcrafted artifacts that celebrate heritage and craftsmanship. As each item is made with care and precision, our return policy is designed to balance customer satisfaction with the unique nature of our products.

1. Eligibility for Returns

We accept returns in the following cases:

  • Damaged or Defective Products – If the product arrives broken or has a manufacturing defect.
  • Incorrect Item Received – If you receive an item different from what you ordered.
  • Significant Quality Issues – If the product has a major flaw that affects its functionality or appearance.

Conditions for Return:

  • Return requests must be made within 7 days of delivery
  • The item must be unused, in its original condition, with all tags, labels, and packaging intact.
  • Proof of purchase (order receipt) must be provided.

We do not accept returns for:

  • Handmade Variations – Slight differences in color, texture, or finish due to the handcrafted nature of our products.
  • Personalized or Custom Orders – Items that are custom-made, engraved, or specially crafted for you.
  • Items Purchased on Sale – Products bought under discounts or promotional offers are non-returnable.

2. Return Process

To initiate a return, follow these steps:

  • Contact Us – Email [support@surabhiheritagestudio.com] within 7 days of delivery, mentioning your order ID, issue details, and clear images of the product.
  • Approval & Instructions – Our team will review your request and provide instructions for return pickup or self-shipment.
  • Pack the Product Securely – Ensure the item is properly packed to prevent damage during transit.
  • Return Confirmation & Processing – Once we receive the item and inspect it, we will process your refund or replacement.

3. Refunds & Processing Time

Once your return is approved and received:

  • Refunds will be initiated within 7-10 business days after inspection.
  • The amount will be credited to the original payment method (credit/debit card, UPI, or bank transfer).
  • You will receive a confirmation email once the refund is processed.

Note: Refunds may take 3-5 business days to reflect in your account, depending on your bank’s policies.

4. Exchanges & Replacements

  • If the item is damaged or defective, you can opt for a replacement instead of a refund (subject to stock availability).
  • Replacement orders are processed within 5-7 business days after receiving the returned product.
  • If the same item is not available, we will offer a store credit or full refund.

5. Order Cancellations

  • Before Shipment: Orders can be canceled within 24 hours of placement. Contact our support team for assistance.
  • After Shipment: Once dispatched, cancellations are not possible. You may request a return after delivery (if eligible).

6. Shipping Costs for Returns

  • If the return is due to a damaged, defective, or incorrect product, we will bear the shipping costs.
  • For all other return reasons (customer preference, minor variations, etc.), the customer is responsible for return shipping charges.

7. Exceptions & Special Cases

  • Missing Items: If any part of your order is missing, notify us within 48 hours of delivery.
  • Late or Missing Refunds: If you haven’t received your refund within the expected timeframe, please check with your bank before reaching out to us.