Refund & Cancellation Policy

1. Introduction

PravahsHandicrafts Private Limited values transparency and trust in all financial transactions. This Refund & Cancellation Policy establishes clear guidelines for processing order cancellations, verifying refund requests, and executing financial reversals in compliance with Payment Gateway (Razorpay/Stripe) mandates and RBI guidelines.

2. Original Payment Source Rule

To prevent money laundering and fraud, all approved refunds are strictly credited back to the original source of payment used during the transaction.

• Card Payments: Refunded directly to the issuing Credit/Debit Card.
• UPI: Refunded to the originating VPA (Virtual Payment Address).
• Net Banking: Credited back to the originating bank account.
• Wallet: Credited to the respective digital wallet.

If the original payment method is closed, expired, or unavailable, the customer must undergo a strict alternative verification process (including KYC validation) before funds can be transferred to an alternate account.

3. Customer Cancellation

Customers are permitted to cancel their orders exclusively under the following condition:

• Before Dispatch: The order has not yet been processed for shipment or handed over to the courier.
• Once an order enters the dispatch queue or is shipped, cancellation is no longer possible, and the customer must initiate a standard return post-delivery.

4. Company Cancellation

PravahsHandicrafts reserves the unilateral right to cancel any order without prior notice for the following reasons:

• Out of Stock: Inventory discrepancies preventing fulfillment.
• Pricing Error: Typographical or systemic errors in product pricing.
• Fraud: Transactions flagged by our Payment Gateway's risk-monitoring heuristics.
• Payment Failure: Uncaptured funds or network timeouts.
• Customs Restrictions: The requested product is restricted for export to the destination country.

5. Refund Eligibility

Refunds will only be authorized and processed in the following scenarios:

• Orders successfully cancelled before dispatch.
• Orders cancelled directly by the Company.
• Shipments officially declared as "Lost in Transit" by the logistics provider.
• Delivery of the wrong product (subject to verification).
• Returns successfully approved and inspected by our quality team.
• Receipt of verifiably damaged items beyond repair.

6. Non-refundable Situations

Refunds will be strictly denied in the following situations:

• Change of mind after the product has been dispatched.
• Claims based on acceptable natural handmade variations (wood grain, hand-dye hues).
• Products that show signs of use, alteration, or customer-induced damage.
• Return requests raised outside the 7-day return window.
• Products explicitly marked as "Final Sale" or "Custom Order."

7. Refund Timelines

Upon successful approval and quality inspection (where applicable), refunds will be initiated within our systems.

• Domestic (India): 5–7 Business Days
• International: 7–10 Business Days

Please note: The actual time taken for the funds to reflect in your account varies heavily depending on the processing timelines of your specific bank or card issuer.

8. Shipping Charge Refunds

• Refundable: Shipping charges are only refunded if the Company made a fulfillment error (wrong item sent) or the product arrived severely damaged.
• Non-Refundable: For all other returns, standard shipping charges and reverse pickup fees are non-refundable and will be deducted from the payout.

9. Refund Verification

To protect our artisans and platform from fraudulent claims, all refund requests for damaged or incorrect items require rigorous verification:

• Clear Photos of the product defect.
• Unboxing Videos validating the condition upon arrival.
• Physical Inspection at our warehouse.
• Submission of Packaging Evidence to verify courier mishandling.

10. Chargebacks

PravahsHandicrafts maintains a zero-tolerance policy for fraudulent payment disputes (chargebacks).

• If a chargeback is initiated maliciously without attempting resolution via our support desk, we will cooperate fully in the bank investigations.
• We will provide comprehensive merchant evidence (IP logs, delivery PODs, AVS data) to the payment network to combat fraud.
• Customers initiating unjustified chargebacks may be permanently banned from the platform.

11. Refund FAQ