Return & Exchange Policy
RETURN POLICY
We do not offer returns or exchange on products that are delivered in perfect condition as per the order placed. However, if the product is wrongfully delivered (the product doesn’t match the item in the order confirmation) or has a genuine quality/manufacturing defect, we will repair or exchange to re-fulfill your order.
Products sent to us without a prior email will not be accepted. You must notify Team Pooja Khandelwal within 24 hours of product delivery about your intent to exchange. The cost of any exchange is to be borne by the customer.
To return or exchange a product or report damage in transit, please get in touch with our Customer Care within 48 hours of delivery either:
• by telephone at +91 9321726250 between 10.00 AM to 6.00 PM IST
• or by email at pooja@poojakhandelwal.com with your order number, date of purchase, delivery address and image of the wrongfully delivered or defective item.
Retain the original packaging with invoice of the product received. Our customer care team will look into the issue and revert within 3 working days. Given the nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return, refund or exchange request is handled on a case to case basis and we request you to get in touch with our team for prompt resolution.
ORDER CANCELLATION
If you wish to cancel your order after placing it, write to us within 24 hours of placing the order at pooja@poojakhandelwal.com. We do not refund any amount for cancellations done after 24 hours. In the event an order is cancelled and accepted by us, we will refund the money within 15 working days.
EXCHANGE
Pooja Khandelwal and team must receive and approve your exchange request. Once your request is received and approved, we will arrange for a return pick up at an agreed-upon time. The customer is liable for the payment of return transit except in the case of a wrongful delivery. Please note that goods should be in their original condition for them to be eligible for return. The product should be unused and undamaged and all packaging must remain intact and be attached with the item. If these are not available, the product will not be eligible for return. WE DO NOT HAVE A ‘CHANGE OF HEART’ RETURN/ EXCHANGE POLICY.
REFUND
Every single piece designed & produced by Pooja Khandelwal goes through stringent quality checks. Unevenness in colour & texture of print is not a fault but a beautiful characteristic of artisan’s hand-done processes. We do not offer refunds on orders due to the time and labour that goes into each product. Refunds are only processed based on fulfilment errors, such as incorrectly shipped or missing items. Each refund order will be considered on a case by case basis.
No refunds would be given if:
• the customer has provided a wrong or incomplete shipping address
• and/or there are 3 failed delivery attempts by our shipping agency
• and/or the package is refused by the recipient You can choose to receive the refund in the form of store credit, which will reflect in your website account within 3 working days from when the product is picked up by our courier partner.
However, if you’d like to receive the amount back to the same payment mode that you used to place this order, we will initiate the refund after we receive the item and it has gone through the necessary quality checks. In the case of International Orders, if a customer refuses to pay the Duty as mandated by the respective country of shipment and doesn’t collect his/her order from the Shipping agency (like DHL, FedEx etc.), then Pooja Khandelwal and team will not be liable to refund any amount.
Disclaimer: All policies are subject to change without prior notice. In case of any conflict, the Terms & Conditions Policy would prevail. The Pooja Khandelwal team holds the right not to accept returns if the product is used or damaged. All returns are subject to the discretion of Pooja Khandelwal and team