Return,Refund and Cancellation Policy
# Return, Refund & Cancellation Policy
Please read this policy carefully before placing an order.Because Chitrini products are handmade and many products are prepared specifically for individual orders, returns, refunds and cancellations are subject to the conditions below.
## Cancellation
Once an order is confirmed, it **cannot be cancelled**.
An order is considered confirmed after the required payment and complete delivery details have been received.Customers may change their decision before an order is confirmed. Once the order has been confirmed, cancellation is no longer available.
## Change of Mind / Personal Preference
Returns, replacements or refunds are not accepted simply because a customer changes their mind or does not like the product after receiving it, provided the product matches the agreed order.Customers are welcome to request additional photographs, videos, measurements or other product information before purchase.
For customised products, customers may also be given an opportunity to approve the completed product before packing.
## 48-Hour Reporting Window
Any issue with a delivered product must be reported to Chitrini within **48 hours of delivery**.
This includes:
* Transit damage
* Manufacturing or quality issues
* Wrong product
* Wrong customisation
* Other discrepancies with the received product
Claims reported after this period may not be accepted, as it may no longer be possible to reliably establish when or how the issue occurred.
# Transit Damage
Chitrini takes care to pack products securely before dispatch.
For fragile products and customised orders, an
**opening/unboxing video is mandatory
for transit-damage claims
**If your parcel appears damaged:
1. Record a continuous opening/unboxing video before removing the product from its packaging.
2. Contact Chitrini within **48 hours of delivery**.
3. Share the unboxing video and clear photographs/videos of the damage.
4. We will assess the issue and determine the appropriate resolution.
Depending on the extent and circumstances of the damage, the resolution may include:
* Repair
* Component replacement
* Product replacement
* Partial refund
* Full refund
The appropriate resolution will be determined based on the nature and extent of the damage.
### No Opening Video
Without an opening/unboxing video, it may not be possible to establish whether damage occurred during transit or after the parcel was opened.In such cases, Chitrini may request other available evidence and will assess the claim based on the circumstances.
A transit-damage claim is not automatically accepted without adequate evidence
# Manufacturing / Quality Defects
If you receive a product with a genuine manufacturing or quality defect, please report it within
**48 hours of delivery
**Photographs or videos may be requested to assess the issue.
If the issue is determined to be a Chitrini production or quality defect, the preferred resolution will be:
**Repair or replacement.
**If repair or replacement is not reasonably possible or appropriate, a refund may be considered.
Minor variations in colour, texture, finish or detailing resulting from the handmade nature of the product are not considered manufacturing defects.
# Wrong Product / Wrong Customisation
We take care to verify customised orders before dispatch.
If Chitrini accidentally sends:* The wrong product, or* A customisation that does not match the agreed order,please contact us within **48 hours of delivery**.
After verification, Chitrini will arrange an appropriate **correction or replacement**.Refund is not the default resolution for an incorrect product or customisation
# Delivered but Not Received
If your tracking status shows **Delivered** but you have not received the parcel, please contact Chitrini as soon as possible.The matter will be investigated with the courier partner and relevant delivery evidence may be requested.
Delivery investigations may take approximately **5–7 working days or longer**, depending on the courier and circumstances.The final resolution will depend on the available evidence and circumstances of the case.Where reliable evidence establishes delivery to the intended recipient, a refund may not be applicable.
If the courier confirms that the parcel has been lost, Chitrini will determine the appropriate customer resolution and pursue the applicable courier claim separately.A tracking status showing “Delivered” will be considered along with the available delivery evidence when resolving a dispute.
# Returned-to-Origin (RTO) / Failed Delivery
If a parcel cannot be delivered and is returned to Chitrini, the reason for the failed delivery will be assessed.
### Customer-related RTO
This may include:
* Incorrect or incomplete address/contact information
* Customer refusing delivery
* Customer being unavailable for delivery attempts
* Failure to respond to delivery attempts
Where an RTO occurs due to customer-provided information or customer actions, applicable return and/or reshipping costs may be payable by the customer.If the customer requests reshipment, fresh shipping charges may apply.
### Courier or Chitrini-related RTO
If an RTO occurs due to a courier or Chitrini error, the matter will be investigated and an appropriate resolution will be provided.Exceptional circumstances will be assessed individually.
# Returns & Condition of Returned Products
Where a return is approved, the product must reach Chitrini safely and in appropriate condition.
The product should be:
* In the same condition in which it was sent/received
* Unused, where applicable
* Securely packed to prevent damage during return transit
The purpose of the packaging requirement is to ensure that the product reaches Chitrini safely.Returned products will be inspected after receipt.If a product is damaged due to inadequate repacking or handling during return, this may affect eligibility for a refund or other resolution.If damage appears to have occurred during courier return transit, the circumstances will be investigated separately.
# Refunds
Refund eligibility depends on the reason for the claim and the applicable policy above.Refunds are not automatically provided for:* Change of mind
* Personal preference
* Minor handmade colour/finish variation
* Customer-provided incorrect delivery information
* Customer-caused failed delivery/RTO
* Issues reported after the applicable reporting period
Where a refund is approved, the amount and treatment of shipping charges will depend on the circumstances of the case.Where applicable, refunds will be processed after the relevant verification, investigation or return process has been completed.
# Customer ResponsibilityCustomers are expected to:
* Provide accurate delivery information
* Review product and customisation details before payment
* Approve customised products when requested
* Be available to receive the parcel
* Record an opening/unboxing video for applicable transit-damage claims
* Report product issues within 48 hours of delivery
* Handle and care for handmade products appropriately
## Policy Exceptions
Exceptional cases may be assessed individually where circumstances fall outside the situations covered above.The final resolution of a claim may depend on the nature of the issue, available evidence, product type, location, courier circumstances and practicality of repair or replacement.