What is your return policy?
We want you to be satisfied! If this were not the case, we can refund or exchange your purchase within 2 days from the date of purchase. Please note that shipping fees are not refundable. Your purchase is eligible for return or replacement only if it meets the following conditions:
- If an incorrect product was delivered to you, i.e. the product does not match the item description mentioned on the website or wrong product is delivered.
- If the product you receive has a genuine quality or manufacturing defect or damage.
- To complete your return, we require a receipt or proof of purchase.
- your item must be unused and in the same condition that you received it..
All our products are handmade by experienced artisans, one piece at a time, making each piece unique. Due to this process, a slight variation in colour tone, shape or size may occur between products which is not regarded as a defect and will not be eligible for return or replacement. Picture is just for reference.
Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit. Every return or exchange request is treated as an individual case. We are unable to offer refunds if we’ve been given an incorrect or incomplete shipping address, or if there are two failed delivery attempts by our shipping agency or the recipient refuses the package.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
If your purchase meets our return criteria as stated above, please email us at care@heritagediaries.com within 48 hours of delivery with the following information:
– Order number
– Delivery address
– Specify the reason for the return, and in case of defective or incorrect product, please send us an image of the item at care@heritagediaries.com
Unfortunately, we will not be able to consider any emails or images sent after 48 hrs of the delivery, in case of broken items .
If there is a genuine defect in the product, we’d be happy to exchange your product with a replacement or a different product of the same value or refund your order amount within 7-10 working days after the product is picked up from the given address.
Under certain circumstances, if we are unable to provide you with replacement against your ordered product, then we will notify you, and thereafter will process your refund, a credit of the paid amount will reflect in the original mode of payment within 7-10 business days.
If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).
Reverse pickup & Exchange Timeline
We’re arranging a reverse pickup in 4-5 working days from the date of request. In case of exchange, your new order will be sent on its way 4-5 working days after we receive your returned product.
Is your order eligible for free shipping?
All orders above INR 1000 qualify for free shipping.
About Refund & Timelines
Refund shall be made through the original payment mode. Once, we receive the refund request, we shall process the refund within 7 business days.
Shipping
Order Tracking
Once your order is shipped, the Airway Bill Number (AWB no.) and our courier partner name are sent to you via text message/email. Please visit the courier partner’s website and enter the AWB number we have shared with you in the relevant form to track the current location of your shipment and expected date of delivery.
If the customer provides inaccurate or incomplete information that causes the package to be delayed or returned to the fulfillment destination the customer accepts this as a consequence of his or her own actions.