Laxmi Diyawala

Returns & refunds

Clay is fragile, and even with careful packing a piece can occasionally be damaged on the way. If something reaches you broken, faulty or wrong, we will put it right. This policy explains how.

What we accept back

You can ask for a return within 7 days of delivery if:

• a piece arrived broken, cracked or damaged;
• it has a manufacturing defect, for example a water pot that leaks through the clay; or
• you received the wrong item or the wrong quantity.

What we cannot take back

• A change of mind. Clay pieces are heavy and fragile, and do not survive a second journey well, so we cannot accept returns of items that are as described and undamaged.
• Normal handmade variation in shade, size, pattern or finish. Every piece is made by hand, and no two are identical (see Our craft).
• Damage after delivery, from use, dropping, washing, or cooking without seasoning the pot first.
• Items used for cooking or storing water, unless they have a manufacturing defect.
• Requests made more than 7 days after delivery.

How to request a return

1. Take photos of the damaged or wrong piece and of the box and packing, before you throw anything away.
2. If you have an account: go to My account, open the order, choose Request a return, select the items and quantities, give the reason and add up to four photos.
3. If you ordered as a guest, or would rather not use the account page: WhatsApp or call us on +91 99246 99513, or email decorative.diya.creation27@gmail.com, with your order number and the photos.

We will look at your request and reply, usually within 2 working days. We may ask for another photo or a little more detail.

What happens next

• If we approve the return, we will arrange for the courier to collect the item, or tell you how to send it. For broken, faulty or wrong items, we cover the cost of the return.
• Sometimes a piece is too broken to be worth sending back. In that case we may ask you to keep or dispose of it, and go straight to a replacement or refund.
• Once we receive and check the item, we will send a replacement (if the piece is in stock) or refund you, whichever you prefer.

Refunds

• How much: the price you paid for the items returned. If you cancel a whole order before it is dispatched, the delivery charge is refunded too.
• Paid online: refunded to the same card, UPI or bank account you paid from. Once we approve it, your bank usually takes 5 to 7 working days to show it.
• Cash on delivery: refunded by bank transfer or UPI. We will ask you for the details, and send you the transaction reference once it is paid.
• Every refund is checked and approved by a member of our team. We will email you when it has been issued.

Cancelling an order

• Before dispatch: you can cancel any order that has not yet been dispatched. Go to My account, open the order and choose Cancel order, or call or WhatsApp us. If you paid online, we refund the full amount.
• After dispatch: the order can no longer be cancelled. If there is a problem with it when it arrives, the return process above applies.

Bulk and trade orders

Bulk orders are made to the agreed quotation. Cancellations and returns are handled under the terms of that quotation and the bulk-order section of our terms and conditions. Damage in transit must be reported within 48 hours of delivery, with photos.

Questions

Call or WhatsApp +91 99246 99513, or email decorative.diya.creation27@gmail.com.