Returns and refunds

Last updated 16 October 2026. This policy applies to goods bought from Karigari Heritage, sold by Rekha Crafts (OPC) Private Limited, GSTIN 08AAQCR1399L1ZI, for delivery in India. Your rights under the Consumer Protection Act, 2019 still apply. If this page and that Act disagree on a consumer right, the Act wins.

Approved returns go to Ward no 08, Rekha w/o Mahesh Kumar, Ramdev Colony, Pokaran, Jaisalmer, Rajasthan 345021. Do not send a parcel there until we have said yes.

The short version

If we sent the wrong thing or it arrived broken, we replace it or refund you. You do not pay the return courier in that case. If you simply changed your mind, you may still return an unused piece within 7 days of delivery, but you pay the return courier and you need our written yes first. Email is enough.

Change of mind

You may return an unused item within 7 days of delivery if all of this is true:

• the piece is unused, not worn as a bag on a rainy day, not placed in a wet puja, not sprayed with perfume;
• it is in the original packing, with any tag or card that came with it;
• you have the order number;
• you write to orders@karigariheritage.com inside those 7 days and wait for our yes before you send it.

We do not accept a return that we did not approve. A parcel that arrives collect will be refused. We will not pay the courier to receive a surprise box.

Damage in transit

If the piece arrives broken, chipped, or clearly damaged, write to us within 48 hours of delivery. Attach photos of the outer carton, the inner wrap, and the damaged item, taken in daylight if you can. We replace it or refund the amount you paid for that line. You will not pay return shipping once we agree it is transit damage.

If only one item in a multi item order is damaged, we deal with that line. The rest of the order stays with you unless you want the whole lot back and we agree.

Wrong item or missing piece

If the box holds a different product, a different size, or a missing part of a pair (the deer set is the usual one), write to us within 48 hours. We send the right piece or refund. Keep the wrong item until we say whether to send it back or keep it. Sometimes the return courier costs more than the figure. Then we may tell you to keep it and still send the correct one. That is our call.

What is not a defect

Handmade work varies. A print can sit a little off centre. Gold paint can be thicker on one edge. Resin can show a small bubble. A "3.5 inch" idol is about that height, not a lab measurement. Colour on your phone is not the colour in a north window at 4 pm. Those are not defects. We will not refund for them.

If you are unsure, email a photo before you decide. We would rather talk than fight a review. A lot of "this looks fake gold" mail is just resin with gold paint, which is what the product page said.

What we will not take back

Used items. Items cleaned with chemicals or acetone. Idols that have been washed in a puja. Bags that have been soaked or left in a car boot in the rain. Goods returned without our approval. Goods returned after 7 days for a change of mind. Cut or altered packing where we cannot tell if the piece was swapped.

We also will not take a return because you ordered the wrong size after the product page listed the sizes. Read the options before you pay. If the listing itself was wrong, that is on us, and we fix it.

How to start a return

Email orders@karigariheritage.com with the order number, the product name, and why you want to return it. If we agree, we send you the return address and, when we are paying the courier, a pickup or a paid return label if we have one that week. You pack the item the way it came, as far as you can. Bubble wrap on resin. Keep the courier receipt until the refund shows.

We inspect returns within 3 working days of receiving them. If the piece is used or broken on the way back because it was packed in a thin envelope, we will say so and the refund may be refused or reduced. That sounds harsh. A horse head in a paper envelope does not survive India Post.

Who pays return shipping

If we sent the wrong item or a damaged one, we pay the return. If you are returning because you changed your mind, you pay the return courier. We refund the product price in that case, not your return courier fee. Shipping out to you was free, so there is no outward freight line to refund either.

Refunds

Refunds go to the same payment method you used. We raise the refund within 7 working days after we receive the returned goods and check them. Banks and UPI apps can take another 5 to 10 working days to show the money. We do not refund in cash. We do not refund to a different account "because that UPI is closed" unless the original method is dead and the payment partner allows a bank transfer. Then we will ask for cancelled cheque details.

If only part of an order is returned, we refund that line. If we replace, we do not also refund unless the replacement also fails.

Cancellation before dispatch

You may drop an unpaid order at any time. After payment, you may cancel only if we have not dispatched. Write at once. Once the courier has the packet, it is a return, not a cancel. If we have already printed the label but the rider has not scanned pickup, we will try to stop it. Sometimes we can. Sometimes the bag has already left the lane.

Failed or double payment

If money left your account but the site still says unpaid, wait a few hours. Banks retry. If it is still stuck, send us the UPI or card reference. We check with our payment partner. If they confirm a debit and no paid order, we refund. If they confirm two debits for one order, we refund the extra one.

Do not pay a second time from checkout until you have that reference. Two successful payments can mean two orders if you clicked twice. We will still sort it. It just takes longer.

Contact

orders@karigariheritage.com. Put RETURN and the order number in the subject if you can. A person reads it.