Customer care

Returns, Refunds & Exchanges

Every piece is checked and packed carefully before it leaves us. If something does go wrong in transit, we put it right with a new piece, shipping paid by us.

Last updated: 8 October 2026

  • Exchange if damagedA new piece, not a repair
  • Unboxing videoNeeded as proof
  • Shipping on usFor approved exchanges
  • Restocked in 7 daysIf the piece is out of stock

Our policy at a glance

  • No returns: we do not accept returns of delivered orders.
  • No refunds: we do not offer refunds on orders.
  • Exchange for damage in transit: if your piece arrives damaged, we send you a new one after checking your unboxing video.
  • No cancellations: once an order is placed and paid, it cannot be cancelled.

When we exchange a piece

We send a replacement when your order arrives damaged (for example broken, cracked or dented in transit) and you report it as soon as possible after delivery with an unboxing video.

How to request an exchange

  1. Record the unboxing

    Film one continuous video while you open the parcel, starting with the sealed package and its shipping label.

  2. Tell us

    As soon as possible after delivery, email ethenichandicrafts@gmail.com or WhatsApp +91 7439 060 664 with your order number and the unboxing video (photos of the damage help too).

  3. We check the proof

    Our team reviews the video and confirms the replacement with you.

  4. We send a new piece

    Once the proof is approved we dispatch a new piece. We pay the shipping. If it is out of stock, we restock it within 7 days and then send it.

Who pays the shipping

For an approved damage exchange, we pay the shipping for the new piece.

If the piece is out of stock

If the same piece is not in stock, we restock it within 7 days at most and then dispatch it to you.

What is not covered

  • A change of mind, or a piece not matching your expectations
  • Damage reported without an unboxing video, or reported after the time limit
  • Damage caused after delivery, by mishandling, drops, water or harsh cleaning
  • Small natural variations in colour, texture, finish or size. Every piece is handmade, so no two are exactly alike, and product photos can look slightly different on different screens.

Refunds

We do not offer refunds. When a piece arrives damaged, we resolve it by sending you a new piece as described above.

Frequently asked questions

Can I return a piece if I change my mind?

No. We do not accept returns of delivered orders, so please check the product details and photos before ordering.

Do you offer refunds?

No. We do not offer refunds. If your piece arrives damaged, we send you a new one free of charge after checking your unboxing video.

My piece arrived damaged. What should I do?

Email ethenichandicrafts@gmail.com or WhatsApp +91 7439 060 664 as soon as possible after delivery with your order number and the unboxing video. Once we approve it, we dispatch a new piece.

Is an unboxing video really required?

Yes. A continuous unboxing video is the proof we need to confirm the damage happened in transit. Photos alone are not enough.

Who pays for shipping on an exchange?

We do. You do not pay anything for an approved damage exchange.

What if the replacement is out of stock?

We restock it within 7 days at most and then send it to you.

Can I cancel my order?

No. Once an order is placed and paid, it cannot be cancelled. Read our cancellation policy.