Refund policy

REFUND & RETURN POLICY
At Cultales Private Limited, we take great care in curating, preparing, packaging, and delivering
our products. Since many of our products are handcrafted and may have unique characteristics,
we encourage customers to carefully review the product description, images, dimensions,
materials, and other details before placing an order.
This Refund & Return Policy explains the circumstances under which returns, replacements,
refunds, or exchanges may be accepted.
1. Eligibility for Returns
A product may be eligible for a return or replacement if:
● The product received is damaged or defective.
● The product received is incorrect or different from the product ordered.
● The product received is significantly different from the description or specifications
provided on our website.
● The product has been damaged during transit.
● The wrong quantity has been delivered due to an error on our part.
To be eligible for a return or replacement, the customer must contact Cultales Private Limited
within 48 hours of delivery.
Returns requested after this period may not be accepted unless the issue could not reasonably
have been identified within 48 hours.
2. Products Not Eligible for Return
Returns or refunds will generally not be accepted for:
● Products purchased due to a change of mind.
● Products that have been used, altered, washed, modified, or damaged after delivery.
● Products damaged due to improper handling, storage, installation, or use.
● Products without their original packaging, where the packaging is necessary for safe
return.
● Customised or personalised products.
● Made-to-order products, unless they are defective, damaged, incorrect, or significantly
different from the agreed specifications.
● Products returned without prior approval from Cultales Private Limited.
● Products that are specifically marked as non-returnable on the product page.
Because our products may be handcrafted, minor variations in colour, texture, pattern, finish,
shape, or dimensions may occur. Such variations are natural characteristics of handmade
products and will generally not be considered defects.
3. How to Request a Return
To request a return or replacement, customers must contact us within 48 hours of delivery.
The return request should include:
● Order number
● Customer name
● Product name
● Reason for the return
● Clear photographs of the product
● Clear photographs of the packaging
● Video evidence, where appropriate, particularly for products damaged during transit
Customers should retain the original packaging until the return request has been reviewed and
resolved.
Cultales Private Limited will review the request and inform the customer whether the return,
replacement, or refund is approved.
4. Damaged Products
If a product arrives damaged, customers should:
1. Photograph or record the package before opening it, if visible damage is present.
2. Take photographs/videos of the damaged product after opening.
3. Keep the original packaging and shipping label.
4. Contact Cultales Private Limited within 48 hours of delivery.
Where the damage is confirmed to have occurred during transit, Cultales Private Limited may
offer a replacement, repair, or refund, depending on the nature and availability of the product.
For certain unique or one-of-a-kind handcrafted products, replacement may not be possible. In
such cases, an appropriate refund or alternative resolution may be offered.
5. Wrong Product Received
If you receive a product different from the one you ordered, please contact us within 48 hours
of delivery.
After verification, Cultales Private Limited will arrange for the incorrect product to be returned
and, where applicable, send the correct product.
Any additional shipping costs arising from an error by Cultales Private Limited will be borne by
Cultales.
6. Return Shipping
If a return is approved because the product was:
● Damaged during transit
● Defective
● Incorrectly supplied
● Significantly different from the product ordered
Cultales Private Limited will generally bear the reasonable return shipping cost, subject to our
return instructions.
For returns that are approved under exceptional circumstances, the applicable return shipping
arrangements will be communicated to the customer before the return is initiated.
We do not accept responsibility for products returned without prior approval or using a shipping
method not authorised by Cultales Private Limited.
7. Refunds
Once a returned product has been received and inspected, Cultales Private Limited will notify
the customer regarding the status of the refund.
If the refund is approved, the amount will generally be processed to the original payment
method used for the purchase.
Refunds may include the eligible product value and, where applicable, the original shipping
charges associated with an approved return caused by an error or issue attributable to Cultales.
Refunds will generally be processed within 7–10 business days after the return has been
received and approved.
The time taken for the amount to appear in the customer's bank account, credit card, debit card,
or other payment method may vary depending on the payment provider or financial institution.
8. Partial Refunds
In certain circumstances, Cultales Private Limited may offer a partial refund instead of accepting
a full return.
This may apply where:
● A product has a minor issue that does not substantially affect its functionality or intended
use.
● A minor imperfection is identified that is not sufficient to warrant a full return.
● The customer agrees to retain the product at a mutually agreed adjustment.
Any partial refund will be determined on a case-by-case basis.
9. Exchanges & Replacements
Where an eligible product is damaged, defective, or incorrectly supplied, Cultales Private
Limited may offer a replacement instead of a refund, subject to product availability.
If the exact product is unavailable, Cultales may offer:
● A similar replacement product;
● Store credit; or
● A refund,
as appropriate and subject to discussion with the customer.
For one-of-a-kind or limited-edition handcrafted products, replacement with the exact same item
may not be possible.
10. Cancellation of Orders
Customers may request cancellation of an order before the order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the customer
may need to follow the applicable return procedure.
For customised, personalised, or made-to-order products, cancellation may not be possible
once production or preparation has commenced.
If a cancellation is approved before dispatch, the eligible refund will generally be processed to
the original payment method.
11. Customised & Made-to-Order Products
Customised, personalised, and made-to-order products are prepared specifically according to
the customer's requirements.
Therefore, these products are generally not eligible for return or refund due to change of
mind, incorrect selection, or personal preference.
However, if a customised or made-to-order product is received damaged, defective, incorrect, or
substantially different from the specifications agreed with the customer, the customer may
contact us within 48 hours of delivery for review.
12. Handcrafted Product Variations
Many Cultales products are handcrafted and may have natural variations.
Differences in:
● Colour
● Texture
● Grain
● Pattern
● Shape
● Finish
● Minor dimensions
may occur from one product to another.
Such variations are an inherent characteristic of handcrafted products and are not necessarily
considered defects.
Product photographs displayed on the website may also vary slightly from the actual product
due to lighting, photography, screen settings, and the handmade nature of the product.
13. International Returns
International customers are responsible for complying with the applicable return instructions
provided by Cultales Private Limited.
Where an international return is approved due to an error, defect, or damage attributable to
Cultales or the shipping process, Cultales will provide appropriate instructions regarding the
return shipment.
Customs duties, import taxes, VAT, clearance charges, and other destination-country charges
may not be refundable by Cultales and are subject to the policies of the relevant authorities and
shipping providers.
International returns may take longer to process due to customs and shipping procedures.
14. Refunds for Undelivered or Returned Shipments
If an order is returned to Cultales Private Limited because:
● The customer provided an incorrect or incomplete address;
● The customer refused delivery;
● The customer failed to accept the shipment;
● The shipment could not be delivered after the courier's applicable delivery attempts;
any refund, if applicable, may be processed after deducting applicable shipping, return shipping,
customs, or other charges incurred by Cultales.
The final refund amount will depend on the circumstances of the returned shipment.
15. Non-Refundable Charges
Unless otherwise required by applicable law, the following may not be refundable:
● Customs duties and import taxes paid in the destination country.
● Non-recoverable payment processing charges.
● Return shipping charges arising from customer error.
● Additional shipping charges caused by an incorrect or incomplete address.
● Charges incurred due to refusal or failure to accept delivery.
16. Inspection of Returned Products
All returned products are subject to inspection upon receipt.
A refund or replacement will only be processed after Cultales Private Limited verifies that the
product meets the applicable return conditions.
If the returned product does not meet the return requirements, Cultales may reject the return
and may not issue a refund.
17. Contact Us
For any questions regarding returns, replacements, exchanges, cancellations, or refunds,
please contact us:
Cultales Private Limited
Email: support@cultales.com
Phone: +91 90740 71388
Website: www.cultales.com
Please include your order number in all return and refund-related communications.
18. Policy Updates
Cultales Private Limited reserves the right to modify or update this Refund & Return Policy from
time to time.
Any changes will be published on this page and will become effective immediately upon posting.
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