Refund & Cancellation

Last Updated: 10-Oct-2025

We value your trust and aim to provide complete transparency in the ordering process. As most of our products are handcrafted and customized, our cancellation and refund rules are designed to protect both customer expectations and artisan craftsmanship.

1. Order Cancellation

1.1 Standard Products

• Orders for ready-made items may be cancelled within 12 hours of placing the order, provided the item has not been shipped.

• Once the product is dispatched, the order cannot be cancelled.

1.2 Custom / Made-to-Order Products

Since these items are specially crafted:

• Cancellations are NOT allowed once production begins.

• If cancellation is requested before production starts, only 50% of the order amount may be refunded to cover design and handling costs.

1.3 Cancellation Due to Non-Availability

• If an item is unavailable or production is not feasible, we reserve the right to cancel the order and issue a full refund.

2. Refund Policy

2.1 Eligible Refund Scenarios

Refunds are applicable only in the following cases:

• The product arrives damaged (with mandatory unboxing video).

• Wrong product delivered (size/design/category mismatch).

• Shipment lost by the courier (after official confirmation from courier partner).

2.2 Non-Refundable Scenarios

Refunds will NOT be issued for:

• Change of mind after purchase.

• Minor color/surface variations due to natural marble/granite as each piece is unique.

• Small imperfections inherent in handcrafted goods.

• Incorrect address provided by the customer.

• Failure to share unboxing video for damage claims.

3. Damage or Defect Reporting

To process damage-related claims:

• A clear unboxing video from the moment of opening the package is mandatory.

• Photos of the damage must be shared with our support team within 24–48 hours of delivery.

• Once validated, we may offer:

o Replacement of the product

o Repair (if feasible)

o Partial refund (case-specific)

No claims will be accepted after 48 hours.

4. Replacement Policy

We offer replacement in cases of:

• Transit damage

• Wrong item shipped

• Authentic manufacturing defect (extremely rare in marble idols)

Replacements will be shipped after:

• Verification of evidence

• Return of the damaged item (if applicable)

5. Refund Processing Time

• Once approved, refunds will be processed within 5–7 business days to the original payment method.

• Refund timelines may vary depending on your bank/payment provider.

6. Late or Missing Refunds

If you have not received your refund:

1. Check your bank or payment app again.

2. Contact your bank/credit card company.

3. If the issue persists, contact us and we will assist.

7. Return Shipping (If Applicable)

If the damaged/wrong product needs to be shipped back:

• We will either arrange pickup or share return instructions.

• Return shipping charges will be covered by us only for valid claims.

8. Contact Us

If you have any questions, please contact us at:

Shankar Moorti Arts Private Limited
2656, Bhindo Ka Rasta, 1st Crossing, Indira Bazar Jaipur 302001 Rajasthan India
Email: contact@shankarmoorti.com