Refund and Cancellation Policy

Refund and Cancellation Policy HeartfulCraft.com Effective Date: April 2025

This Refund and Cancellation Policy (“Policy”) is a legally binding agreement between the user (“Buyer”, “Customer”, or “User”) and HeartfulCraft (“Company”) regarding purchases made through www.heartfulcraft.com (“Site”). This Policy outlines the terms under which refunds, cancellations, or returns are handled. By making a purchase on the Site, the User agrees to the full terms of this Policy.

1. General Overview

1.1 HeartfulCraft is a B2B and wholesale platform for handcrafted Indian products. All items listed and sold are made-to-order, hand-produced by skilled artisans across India, or customized as per Buyer request.

1.2 Due to the nature of artisan production, every product is unique. Slight variations in color, size, shape, finish, or material are inherent and not considered defects.

1.3 All transactions on this website are governed by a strict no refund, no return, and no cancellation policy. This is to maintain fairness, protect artisans’ labor, and preserve the handcrafted model.

2. Refund Policy

2.1 No Refunds will be processed under any condition after payment is made. This includes but is not limited to:

Change of mind after placing the order
Perceived mismatch in expectations
Shipping delays due to customs, courier, or global logistics
Buyer’s inability to receive or clear goods
Claims of poor fit, usability, or resale failure
Orders placed by third-party agents or merchant exporters on behalf of end clients

2.2 Exception – Limited Refund Cases: Refunds will only be considered under the following strict and rare conditions:

The order was paid for but never processed or shipped, and the delay was due solely to internal Company error (not shipping partner or customs)
A product was confirmed in writing but completely omitted from shipment and not replaced or compensated in any other form
A duplicate transaction was made due to technical error

2.3 In the event that a refund is approved, it will be processed to the original method of payment within 30 business days. Refunds will not include any bank charges, currency conversion fees, gateway deductions, or third-party commissions.

3. Cancellation Policy

3.1 Once an order is placed and payment is completed, no cancellation is permitted. Orders enter the production cycle immediately, especially in the case of customized or handmade items.

3.2 Cancellations requested within 1 hour of payment may be considered only if the product has not entered preparation or production and will require a formal written request.

3.3 No cancellations will be accepted for:

Sample orders
Bulk orders with confirmed customization
Orders from merchant exporters or resellers

4. Return Policy

4.1 Returns are not accepted under any circumstances. The following are not valid reasons for return:

Handmade variation in color, pattern, design, polish, or size
Artisanal imperfections such as brush marks, tooling textures, grain inconsistencies
Packaging damage that does not affect the product
Unmet aesthetic or resale expectations
Damage due to misuse or negligence post-delivery

4.2 The only scenario in which a return may be requested is if the product received is entirely incorrect and does not match the order confirmation in SKU, type, and quantity – and even then, it must be reported within 24 hours of delivery with complete unboxing video proof.

4.3 Return shipping (if approved) must be arranged and prepaid by the Buyer. HeartfulCraft will not bear any shipping, customs, or repacking costs.

5. Non-Refundable Conditions

HeartfulCraft will not entertain refund or return requests under the following scenarios:

Buyer no longer needs the product
Buyer placed order under a third party or client and now wishes to cancel
Buyer is unsatisfied with subjective elements (e.g., look, feel, finishing)
Product got delayed or held in customs
Payment was made by mistake but order was confirmed

6. Dispute and Chargeback Waiver

6.1 By using HeartfulCraft.com and submitting payment, the User agrees to waive any right to raise a chargebackthrough their bank or payment provider for any of the above non-refundable scenarios.

6.2 Any attempted chargeback will be considered a breach of contract and may lead to legal proceedings or permanent blacklisting.

7. Communication Protocol

7.1 Any issues must be reported through the official contact form available on the website.

7.2 The Company does not offer phone or chat support. Repeated phone calls, informal messages, or harassment of team members will lead to communication blacklisting.

7.3 Valid refund requests (under clause 2.2) must include:

Order number
Payment confirmation
Complete written details of the request
Unboxing video (if product-related)

8. Acceptance of Policy

By making any transaction on HeartfulCraft.com, the Buyer acknowledges that:

They have read and understood this policy in full
They agree that all sales are final and binding
They understand the nature of handmade goods and all associated limitations
They will not attempt to hold HeartfulCraft, its team, artisans, or platform liable for non-qualifying refund claims

9. Governing Law and Jurisdiction

This Policy is governed by the laws of the Republic of India. All legal disputes are subject to the jurisdiction of Indian courts only.