CANCELLATION, RETURN, EXCHANGE & REFUND POLICY

1. ORDER CANCELLATION

1.1 Cancellation by the Customer

A customer may cancel an order within 24 hours from the time the order is placed.

To cancel an order, the customer must log in to their account on www.cauveryhandicrafts.com and use the “Cancel Order” link available on the relevant order details page.

The “Cancel Order” link will remain active for 24 hours from the time the order is placed and will be automatically deactivated upon expiry of the 24-hour period.

The “Cancel Order” link will also be deactivated once the order has been issued to the concerned artisan for processing.

Once the cancellation link has been deactivated, the order cannot be cancelled.

Customers are therefore advised to use the “Cancel Order” link within the applicable 24-hour period and before the order is issued to the artisan.

1.2 Cancellation of Special-Occasion Products

Products specifically sourced or offered by KSHDCL for limited or special occasions, including festival or seasonal offers, may be subject to specific cancellation, return or exchange conditions.

Where any special conditions apply, they will be clearly indicated on the relevant product page or at the time of purchase.

2. CANCELLATION BY KSHDCL

KSHDCL reserves the right to cancel an order before dispatch in circumstances including, but not limited to:

• The billing or payment information provided cannot be verified;
• The payment transaction is declined or is not successfully authorised;
• The product becomes unavailable due to unforeseen circumstances;
• There is an error in the product listing, price, availability or other material information;
• Circumstances beyond the reasonable control of KSHDCL prevent fulfilment of the order; or
• Any other circumstance in which fulfilment of the order is not reasonably possible.

Where an order is cancelled after payment has been successfully received, the amount paid by the customer for the cancelled order will be refunded to the original payment method, subject to applicable payment gateway and banking processes.

3. RETURN POLICY

Cauvery Handicrafts Emporium accepts returns only for products that fall within the eligible return circumstances specified in this policy.

A product may be returned if the product received by the customer is:

• Damaged at the time of delivery;
• Defective, where the product has a manufacturing or functional defect that materially affects the product;
• Totally different from the product represented by the image displayed on the portal, such that the product received is substantially different from what was represented to the customer at the time of purchase.

A return request must be submitted within the applicable period specified in this policy.

4. DAMAGED PRODUCTS

If a product is received in a damaged condition, the customer should report the damage to Customer Service within 3 days of receipt of the product.

Where possible, the customer should provide clear photographs or videos showing:

• The product and the damage;
• The packaging in which the product was received; and
• The shipping label or other relevant delivery details.

The photographs or videos may be used to assess the return request and determine the appropriate resolution.

Where the damage appears to have occurred during transportation, customers are encouraged, where practicable, to record the condition of the package at the time of delivery and retain the original packaging until the matter is resolved.

5. DEFECTIVE PRODUCTS

If a product is found to be defective, the customer should notify Customer Service within 3 days of receipt of the product.

KSHDCL may request photographs, videos or other information necessary to assess the reported defect.

Where the defect is confirmed, the customer may be offered an appropriate remedy in accordance with this policy, including replacement, exchange or refund, as applicable.

6. MIS-DESCRIBED/DIFFERENT PRODUCTS

A product will also be eligible for return where the product received is totally different from the product image displayed on the portal.

For example, where the product received is substantially different from the product shown in the image or is clearly not the product represented on the portal, the customer may raise a return request.

However, minor variations in colour, texture, grain, finish, pattern, shape or other visual characteristics that are inherent to handcrafted products will not ordinarily be treated as mis-description.

7. EXCHANGE POLICY

An eligible product may be exchanged where:

• The product received is damaged;
• The product is defective;
• The product received is totally different from the product represented by the image on the portal.

Exchange requests should be raised within 3 days of receipt of the product.

The customer may submit the exchange request through the customer account/order details page or through the designated customer-service facility provided on the portal.

An exchange will be subject to the availability of the same product or a suitable replacement product.

Where the same product is unavailable, KSHDCL may, in consultation with the customer, provide an alternative remedy, which may include:

• Replacement with another available product of the same or comparable value; or
• Refund of the amount paid for the eligible product.

Where the replacement product has a higher price, the customer may be required to pay the applicable difference in price.

Where the replacement product has a lower price, the applicable difference may be refunded to the customer.

8. CONDITIONS FOR RETURN AND EXCHANGE

For a return or exchange to be accepted, the product should, wherever reasonably possible:

• Be unused;
• Be in the condition in which it was received;
• Include the original packaging, tags, labels, accessories and accompanying materials, where applicable; and
• Be accompanied by the relevant order details or order number.

Customers should not use, alter, repair, modify, wash, assemble or otherwise tamper with a product for which a return or exchange is being requested, except where such action is reasonably necessary to identify a defect.

KSHDCL reserves the right to reject a return or exchange request where the reported damage, defect or condition is found to have resulted from misuse, improper handling, accidental damage after delivery, alteration or normal wear and tear.

9. PRODUCTS NOT ELIGIBLE FOR RETURN OR EXCHANGE

Unless a product is damaged, defective, materially mis-described or totally different from the product represented on the portal, the following products may not be eligible for return or exchange:

• Products that have been used after delivery;
• Personalised or customised products;
• Products altered or modified at the customer's request;
• Products damaged due to misuse, negligence or improper handling after delivery;
• Products showing signs of wear and tear after delivery; and
• Products specifically identified on the portal as non-returnable or non-exchangeable.

Where a product is specifically identified as non-returnable or non-exchangeable, the relevant information will be displayed on the product page or during the purchase process.

10. HOW TO REQUEST A RETURN OR EXCHANGE

Customers seeking a return or exchange should:

• Log in to their account on www.cauveryhandicrafts.com;
• Access the relevant order details;
• Submit the return or exchange request through the customer-service facility available on the portal; and
• Provide the order number, details of the issue and, where requested, photographs or videos of the product and packaging.

KSHDCL may review the request and, where necessary, request additional information or arrange for the product to be returned for inspection.

The customer should retain the product and its original packaging until the return or exchange process has been completed.

11. RETURN SHIPPING

Where a return is approved because the product is damaged, defective, materially mis-described or totally different from the product represented on the portal, KSHDCL will provide appropriate instructions regarding the return of the product.

The customer should not dispatch a product independently unless instructed to do so by KSHDCL.

Where a return is accepted, KSHDCL will determine the appropriate method of return and, where applicable, bear the reasonable return shipping cost.

12. REFUND POLICY

Where a refund is approved, the refund will ordinarily be made to the original payment method used for the purchase, subject to the procedures and timelines of the relevant payment gateway and banking institution.

A refund may be provided in circumstances including:

• Cancellation of an order where payment has already been received;
• Return of an eligible damaged product;
• Return of an eligible defective product;
• Return of a product that is totally different from the product image or representation displayed on the portal; or
• Where an approved exchange or replacement cannot be fulfilled.

The time taken for the amount to actually reflect in the customer's bank account, card account or other payment account may vary depending on the payment method and the customer's bank or financial institution.

13. PARTIAL REFUNDS

Where only part of an order is eligible for return or refund, the refund will ordinarily be limited to the amount attributable to the eligible product or products, subject to the applicable terms of the order.

Any shipping or other charges will be dealt with in accordance with the circumstances of the return and the applicable terms communicated to the customer.

14. PRODUCT REPRESENTATION

KSHDCL makes reasonable efforts to ensure that product photographs, images, videos, descriptions, specifications and other information displayed on www.cauveryhandicrafts.com accurately represent the products offered for sale.

However, customers should note that handcrafted products may naturally exhibit minor differences in:

• Colour;
• Texture;
• Grain;
• Finish;
• Pattern;
• Shape; and
• Other visual characteristics.

Such minor variations may arise because of the handcrafted nature of the products and the materials used by artisans and will not, by themselves, constitute a defect or mis-description.

However, where the product received is materially or totally different from the product represented on the portal, including where it is totally different from the image displayed for the product, the customer may raise a return request in accordance with this policy.

15. PAYMENT METHODS

All orders placed through the portal are payable online through the payment methods made available at the time of purchase.

Available payment methods may include UPI, credit cards, debit cards, net banking and such other payment methods as may be enabled by KSHDCL or its payment service providers from time to time.

16. CUSTOMER RESPONSIBILITY

Customers are requested to carefully review the product description, specifications, photographs, dimensions, materials and other information provided on the product page before placing an order.

Customers should also inspect the product promptly upon delivery and report any damage, defect or material discrepancy within the applicable period specified in this policy.

17. POLICY UPDATES

KSHDCL reserves the right to amend or update this Cancellation, Return, Exchange & Refund Policy from time to time.

Any updated policy will be published on www.cauveryhandicrafts.com and will apply to orders placed after the effective date of the revised policy, unless otherwise stated.

18. CONTACT US

For questions relating to returns, exchanges, refunds or other matters concerning an order, customers may contact Customer Service through the Help & Support section of www.cauveryhandicrafts.com.

Customers should provide their order number and relevant details when contacting Customer Service.