Refund and Return Policy: Lokayan – Handicraft Heritage
At Lokayan, every product is a labor of love, painstakingly handcrafted by our rural artisans and women-led self-help groups. We practice stringent quality checks before shipping, ensuring that you receive a piece of authentic heritage. Please review our policy, which is designed to be mindful of both your experience and the artisan's livelihood.
1. Cancellation Policy
- Before Shipment: You may cancel your order and receive a **full refund** if you notify us via email at contact@lokayan.in before the order is shipped (typically within 24 hours).
- After Shipment: Once the order has been dispatched, cancellation is no longer possible.
2. Return and Exchange Eligibility
We only accept returns and exchanges in the following circumstances:
- Damaged in Transit: If the product arrives physically damaged.
- Defective Product: If the product has a genuine quality defect (e.g., a tear, major stitching issue).
- Incorrect Item Shipped: If you received a product that is different from what you ordered (wrong item, size, or color).
To apply for any return or refund, the customer MUST provide a continuous, unedited video recording:
- The video must start before the package is opened, clearly showing the original outer packaging and shipping label.
- The video must capture the entire unboxing process, ending with a clear, close-up shot of the damaged or defective product.
Failure to provide this video evidence will result in the automatic rejection of the return request.
Important Return Timeline:
- You must notify us of the issue by emailing contact@lokayan.in within **3 days** of receiving your order.
- Please include your **Order Number**, a clear description of the issue, and attach the **Mandatory Unboxing Video**.
3. Non-Returnable Items (Not Considered Defects)
Due to the unique, handcrafted nature of our products, the following are **not considered defects** and are ineligible for return or refund:
- Natural Variations: Minor differences in color, weave, print, or size (e.g., slight slubs, knots, or unevenness in handloom or hand-dyed fabrics). These are part of the artisanal charm and guarantee that your item is unique.
- Color Mismatch: Slight variations in color due to differences in monitor or mobile display settings, or the batch of natural dyes used.
- Sale/Discounted Items: Products purchased during a sale or promotion are final and generally not eligible for return or exchange, unless they arrive damaged or defective.
- Custom/Personalized Items.
4. Refund Process
- Approval: Our Quality Control team will review your email and the mandatory unboxing video to verify the damage/defect.
- Reverse Pickup: Once approved, we will arrange for a return pickup. The item must be returned **unused, unwashed, with all original tags, labels, and original packaging intact**.
- Final Inspection: Upon receiving the product, we will conduct a final quality inspection.
- Refund Initiation: If the product passes final inspection, the refund amount will be initiated to your original payment method. Please allow **7–10 business days** for the refund to reflect in your account.