Return & Refund Policy

At Niraala, every product is handcrafted by skilled artisans using traditional techniques passed down through generations. As a result, each piece is unique and may have slight variations in finish, texture, or shape. These are not defects but a reflection of authentic handmade craftsmanship.

We encourage you to embrace these natural variations as part of the product’s character.

Before You Request a Return

  • Please read the product description and care instructions carefully before use.
  • Some products require specific care, especially during initial usage.
  • Damage due to improper use or not following care guidelines will not be eligible for return or replacement.

Non-Returnable Products

Certain fragile or special-category items (such as Eco conscious Trays, Wooden or delicate handcrafted items) may be marked as non-returnable on the product page.

  • These items cannot be returned or exchanged unless received damaged.
  • Please review product details carefully before placing your order.

Returns & Replacements (Within India)

1. Damaged or Defective Products

Returns/replacements are accepted only if:

  • The product is damaged during transit, or
  • The product is damaged during first use (as per instructions)

How to Request:

  • Contact us within 48 hours of delivery
  • Email: contact@niraala.co.in
  • Include:
    • Order number (in subject line)
    • Clear photos/videos of the issue
    • Reason for return
    • Preferred resolution (replacement / Wallet credit/store credit / refund)

2. Review & Approval

  • Requests are reviewed within 24–48 hours
  • Approval is subject to quality verification
  • Niraala reserves the right to accept or reject requests

3. Resolution Options

Once approved, you may choose:

  • Replacement of the same product
  • Store/Wallet credit for future purchases
  • Refund (for prepaid orders only)

Cash on Delivery (COD) orders will be refunded via Store/Wallet Credit only

4. Return Pickup

  • Reverse pickup will be arranged by Niraala (where serviceable)
  • Otherwise, customers may be required to ship the product back

Please ensure:

  • Product is unused and in original condition
  • Original packaging is intact
  • Secure packing to avoid transit damage

5. Timelines

  • Refunds/replacements are processed within 10–15 business days after quality check
  • Reverse pickup (if applicable) is scheduled within 5–7 business days

6. Returns of Undamaged Products (Rare Cases)

Returns for undamaged items are generally not accepted.

If approved as an exception:

  • Must be initiated within 7 days of delivery
  • Customer bears return shipping cost
  • Shipping charges are non-refundable
  • Product must be unused and in saleable condition

International Orders

  • No returns or exchanges for international orders
  • Only damaged products are eligible for resolution

In Case of Damage:

Resolution:

  • Refund up to 100% of product value, OR
  • Replacement (with additional shipping, if applicable)

Important Notes

  • Missing parts/components may lead to deductions
  • Customers are advised to take photos/videos before returning items
  • All decisions are subject to Niraala’s discretion