Refund & Exchange Policy

1. Our Promise to You

If your parcel arrives damaged, or you receive a different product from the one you ordered, you are covered. You can choose a full refund or a free replacement, and we will pay the shipping to put it right.

2. When You Are Eligible for a Refund

You can ask for a refund if:

• Your order arrived damaged, whether the product or its packaging was damaged in transit.
• You received the wrong product, meaning a different item, design, colour or size from what you ordered.

For these cases you can choose between a refund and a replacement. Replacements depend on stock. If we cannot send a replacement, we will refund you.

3. Other Problems We Fix With a Replacement

If your product has a manufacturing defect, or an item is missing from your parcel, we will send a replacement or the missing item. If we cannot, we will refund you.

4. Raise Your Request Within 24 Hours of Delivery

To keep things fair and quick:

• Please message us within 24 hours of receiving your order.
• Keep the product unused, with its original packaging, tags and accessories.
• Do not throw away the outer box or the shipping label until your request is settled.

5. Opening Video: Mandatory

An unedited parcel opening video lets us confirm what happened and sort your request quickly. It is required for every damaged, wrong, defective or missing-item request.

The video must:

• Show the sealed parcel with the shipping label visible before you open it.
• Start before you open the package.
• Run without pauses, edits or cuts.
• Show every item inside the package clearly.

We also ask for clear photos of the product, the damage or defect, the outer box and the shipping label.

Requests without a complete, unedited opening video cannot be approved.

6. How to Claim in 4 Easy Steps

Step 1: Message us on WhatsApp

Send a message to +91 80868 51468. Requests are handled on WhatsApp so our team can see everything in one place.

Step 2: Share your proof

Send your order number, your name, the reason for your request, the opening video and the photos.

Step 3: We review it

Our team checks your request and replies on WhatsApp, usually within 1 to 2 working days.

Step 4: We make it right

Once approved, you get your replacement or your refund, as explained below.

7. After We Receive Your Product

If we ask you to send the item back, please wait for our return instructions on WhatsApp before you ship anything. After the item reaches us:

• We inspect it, usually within 2 working days.
• If everything matches your claim, we approve it and tell you on WhatsApp.
• We then start your refund or dispatch your replacement, whichever you chose.

If we do not need the item back, we approve your request as soon as we have checked your video and photos.

8. How and When You Are Refunded

• Refunds go back to your original payment method, the same card, UPI or bank account you paid with.
• We process approved refunds within 5 to 7 working days. Your bank or payment provider may take a little longer to show it.
• You will get a message on WhatsApp when your refund has been started.
• If our mistake caused the problem, we also refund the shipping charge you paid.

9. Shipping Costs

• If the problem is our mistake (wrong, damaged, defective or missing item), we cover the return shipping and the replacement shipping.
• For any other approved request, return shipping may be your responsibility.

10. What Is Not Covered

We are not able to accept requests for:

• A change of mind, or a product you simply no longer need.
• Products that have been used, washed, altered or damaged after delivery.
• Customised, personalised, printed, engraved or made-to-order items, including wedding and return gifts and gift hampers prepared for your order. These are covered only if they arrive damaged or wrong.
• Small natural differences in handmade products, such as colour, texture, finish, pattern or size, and colour differences caused by screens or lighting.
• Requests made after 24 hours of delivery, or without the opening video.

11. Cancelling an Order

You can cancel an order before it is dispatched. Message us on WhatsApp at +91 80868 51468 with your order number. If you paid online, we refund the full amount to your original payment method within 5 to 7 working days.

Once an order has shipped, it cannot be cancelled. Customised and made-to-order items cannot be cancelled once work has started.

12. Wrong Address and Delivery Problems

Please check your address and phone number before you pay. We are not responsible for delays, failed deliveries or extra charges caused by an incorrect address, an unreachable phone number, a refused parcel or a missed delivery. Re-shipping may cost extra.

13. When We May Decline a Request

We may decline a request if the 24-hour limit has passed, the opening video or photos are missing, the product has been used or damaged by the customer, the item sent back does not match what we shipped, or we have good reason to believe the claim is false.

14. Your Legal Rights

Nothing in this policy limits the rights you have under Indian consumer protection law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

15. Contact Us

• WhatsApp (claims, returns and cancellations): +91 80868 51468
• Email: craftandcreations137@gmail.com
• Business: Craft and Creations (registered business), operating as Get & Craft
• Address: 3X2J+JR2, Room No. IX-475H, Ground Floor, VPC Mall, Gandhidas Padi, Vengara, Keralam 676304, India
• Hours: You can message us on WhatsApp at any time, 24 hours a day. Our team replies within 1 to 2 working days.

16. Changes to This Policy

We may update this policy from time to time. The version on this page applies to orders placed after the “last updated” date.