Refund policy

At Prakrit Living, a brand owned and operated by Prakrit Enterprises, every handcrafted piece is made, packed, and shipped with exceptional care. This policy outlines everything you need to know about order cancellations, returns, replacements, and refunds, ensuring a transparent and seamless shopping experience. 

Before Your Order Ships: Cancellations

Cancelling While Your Order Is Still Processing

Life happens, and we get that. You may cancel your order anytime before it leaves our Jaipur studio without any cost. Just send us an e-mail with the order number to info@prakritliving.com, and we will do the rest. If you do not want to wait for a response, you can contact us on the numbers provided in the Contact section of our website. 

As soon as we're notified that your cancellation is accepted, we start processing your refund within 2-3 business days, and you'll get the total amount refunded to your original payment method, including any shipping costs you paid. 

We're unable to intercept a parcel once it's left our hands and entered the courier network. At this stage, if you are no longer interested in the order, you can either refuse it at the door or accept it and begin the return process, as described below. In any event, the return-shipping conditions set out further below in this policy will be applicable. 

Once Your Order Has Shipped

We're unable to intercept a parcel once it's left our hands and entered the courier network. If you no longer want the order at that point, you have two options: decline the parcel at your doorstep or accept delivery and start a return once it arrives, following the return process outlined below. Either way, the return-shipping terms described further down in this policy will apply.

Cash on Delivery Orders

COD orders can be cancelled without any cost, even till the time of dispatch, just like a prepaid order can be cancelled. However, once a COD order has been dispatched, it becomes a confirmed COD and cannot be cancelled. We would also note that if a COD delivery is refused a number of times on an account, we will have the right to reduce or eliminate COD as a delivery method for future orders on that account. 

Customized and Made-to-Order Pieces

For customized or personalized items, there is a 24-hour period from the order placed until cancellation, unless our artisans have started working on the item. These pieces may not be cancelled or refunded once production has begun, unless a genuine manufacturing defect is discovered. The natural handcrafted variation mentioned below does not qualify as a manufacturing defect for this purpose. 

Bulk and Trade Orders

Cancellations for bulk, wholesale or hospitality trade orders are subject to special terms that have been agreed to at the time the order was confirmed, including any advance payment required and any production lead times. In case you are not sure which is applicable to your order, please check your order agreement or contact us directly at info@prakritliving.com. 

When We Need to Cancel an Order

In rare instances, where unusual circumstances exist, this may also mean that we cancel an order without your prior notice, such as if the piece is damaged or sold out after your order was placed, if the transaction appears to be fraudulent, or if we cannot verify or deliver to your address. In such a case, you will be notified as soon as possible, and your entire payment, including shipping costs, will be refunded. 

Once Your Order Arrives: Returns & Exchanges

The Return Window

There is a 7-day return window from the day of delivery. If the request is made after this time frame, it cannot be met, unless it is a damage or defect that is reported within the time frame in our Shipping Policy. 

What Makes an Item Eligible

If an order comes in damaged, defective, incorrect, or incomplete, we strongly recommend making a clear, unbroken video of the unboxing from the time the order is opened until the product is completely unboxed. This video helps us to check the condition of the shipment when it arrives and allows us to handle replacement or refund requests much more quickly. If sufficient supporting evidence is not provided, such as an unboxing video, claims for damage in transit may not be accepted.  The item must be returned unused, unwashed, in the original condition, in the original packaging (which includes any protective inserts or tags) and must include your order number or proof of purchase. 

A Word on Handmade Variation

Each piece of Prakrit Living is hand-thrown, hand-painted, and hand-glazed, with no two pieces being the same  in the Blue Pottery tradition. Sometimes, you'll see slight variations in colour tone, glaze texture, brushwork, and even dimensions between pieces of the same design, and in some cases, even within a single set.

This isn't a flaw. It's the characteristic of the craftsman's hand, and it is one of the reasons why handmade is valuable. Although we do our best to capture our collection as accurately as possible, there will be some scope for ‘natural variation' when your piece arrives. Please note that this does not necessarily mean that it is a reason for a return. 

What Can't Be Returned

Some categories can't be in the return window by definition: 

• Items designated for Final Sale or clearance, unless they are damaged or defective upon arrival.
• Any items that have been returned without original packaging or where there are signs of use, staining, or damage different from that received will not be accepted.
• Lit, burned, or used diyas, candle holders, or incense holders

Damaged, Defective, Wrong, or Missing Items

We want to make it right. If something arrives broken, faulty, incorrect, or incomplete, we want to make it right, quickly!

• Please contact us at info@prakritliving.com  immediately you see the problem, preferably with pictures and videos of the product and packaging, according to the time limits outlined in our Shipping Policy.
• Please send clear images of the product, of the outer shipping box, of the shipping label, and of the video you made of the unboxing from the time you opened the box, to help us process your claim rapidly. We need to verify transit damage, missing items, or incorrect products, and the unboxing video plays a crucial role in this process to help resolve your request without delay. 
• After confirming the problem, we will provide you with a replacement of the product if it is available, or a full refund as you prefer.
• Most of these cases come to the front of the queue on our end, as we know that a damaged or incorrect delivery is not something that you have to wait around for. 

How to Start a Return

Please email us at info@prakritliving.com with your order number, the item you wish to return, and a reason for sending it back if necessary. It takes us 1-2 business days to review and confirm eligibility, and then we'll provide you with instructions on how to pick up the item or ship it yourself, depending on your location.

Please hold off on sending anything back before you hear from us — returns sent without prior approval may not be processed. 

Reverse Pickup and Return Shipping

Most of our logistics partners offer reverse pickup. If it is not available, we will request you to ship it to our Jaipur studio through a reliable and tracked courier.

The responsibility for the costs of return depends on the circumstances of return:

• Items that are damaged, defective, incorrect, or incomplete: We will either pick them up or send them back for a reasonable shipping charge, and any shipping charges paid at check-out will be refunded in full as long as we can confirm the damage, defect, incorrectness, or incompleteness.
• Ordering the wrong item or change of mind: Return shipping is at your own expense, and no refund of the original shipping charge (if any) will be issued. 

Packing a Return

Blue Pottery is fragile; please send it back in the original box, each piece on its own in bubble wrap, and ample padding to prevent anything from moving on the way. If an item comes back to us broken because of inadequate packing, we may not be able to issue a refund for it. 

Inspection

We examine it against the above eligibility requirements, which typically takes 2–3 business days after receiving it. You'll receive an email either confirming your approval or, in the unlikely event that you don't qualify for a return, outlining the reasons. If we do decline a return, we'll ship it back to you at your cost, where possible. 

Exchanges

Looking for an alternative design, size, or colour, rather than a refund? We are glad to provide an exchange if available; simply send us an email as you would when requesting a return. If there's a price difference between the two items, we'll either collect the balance or refund it, as applicable. The packaging and inspection process for exchanges is the same as above. 

Sale and Discounted Items

Products purchased on sale or with a discount code can be exchanged (not refunded) if they are found to be damaged or defective. 

Refunds

When a Refund Applies

You have the right to a refund if your return is approved, if your order is cancelled before it is dispatched, if an item arrives damaged, defective, wrong, or incomplete, or if it is confirmed that your item has gone missing in transit. 

What Gets Refunded

• The product value is refunded in full for approved returns, damage, defects, or an error on our part. 
• Shipping charges paid at checkout are refunded only where the return is due to damage, defect, an incorrect item, or our mistake, not for change-of-mind returns.
• Return shipping costs are refunded only when Prakrit Living was responsible for arranging the return.

How Refunds Are Issued

The refunds are credited back to your card, UPI, net banking, or wallet, depending on how the amount was paid. There is no standard offer for store credit, although it may be offered as part of a particular promotion or as a service resolution, as long as it is communicated directly to you.

As there is no card or account to refund to, Cash on Delivery orders are refunded through bank transfers or UPI, and we will securely ask you for bank details after the refund has been approved. 

How Long It Takes

After returning is approved and inspected, we start the refund process within 2-3 business days. This will then take 5-10 business days to show in your account, depending on the bank or payment processor. Orders from overseas may take a few days longer, as currency conversion and cross-border processing add a few days to the order. 

Partial Refunds

There are a few situations where a refund may only cover part of your order, when you're returning only some items from a multi-item order or when a bundle discount affects how much any single item within it is worth on its own.

When a Refund Doesn't Apply

Refunds are not given if the item is a natural handmade variation as described above, if it was not damaged or defective, if it was purchased as a Final Sale, after 7 days of arrival, if it was damaged by use after delivery (e.g., a lit diya), or if it was not returned at inspection because it's already mentioned in writing why the return is not possible. 

If Your Refund Seems Delayed

Kindly check your bank or payment app statement once more, as sometimes refunds will arrive a day or two later due to the bank's end. If it hasn't appeared, the card issuer or bank will likely be able to tell you more. If you are still unable to solve the problem, please contact us via email at info@prakritliving.com with your order number, and we will look into the situation for you. 

International Orders

International orders are eligible for return and refund subject to the same window and process as domestic orders, although there are a few practical considerations. Any returns from outside India are your responsibility unless the item is identified as damaged, defective, or incorrect. We will be able to help you settle on the most practical solution. If you have paid any duty or import charges on the shipment to your local authorities, these are not refundable, as these are paid by you, and not by Prakrit Enterprises. The processing of refunds may also take a little longer than our standard processing times, simply because of the currency conversion and international banking procedures that are beyond our control. 

Contact Us

For anything related to a cancellation, return, exchange, or refund, we're just an email away:

Email: info@prakritliving.com

 Phone: 9636721869 

Address: 5th Floor, Upasana First Avenue, Jaipur, Rajasthan 302001