Policies

Return, Refund & Exchange Policy

How to start a return

  1. Email us with your order ID, the affected item, and photos of any damage.
  2. We confirm eligibility and arrange pickup within 5–7 business days.
  3. After quality inspection, your replacement ships or your refund is processed.

Start by writing to support@malnad.shop.

1. What can be returned

We accept returns and offer replacements on eligible products that arrive damaged, defective, or materially different from what was ordered. Where a return is approved, you may choose between a replacement of the same item or a refund, subject to inspection of the returned item.

2. Handmade variation is not a defect

Ceramics are fired, glazed and finished by hand. Variations in glaze tone, surface texture, crazing, weight and dimensions are characteristic of the process and are not treated as defects. Photographs on the product page are representative of the design, not an exact match for the piece you receive.

3. Reporting windows

Report transit damage, defects, or discrepancies within 48 hours of delivery, with photographs of both the outer packaging and the piece. Reports past this window may not be eligible, because we cannot establish whether the damage happened in transit.

4. Pickup & processing timelines

Once a return or replacement request is approved, pickup is arranged within 5–7 business days. Refunds or replacements are processed within 10–15 business days of the returned item passing quality inspection.

5. Mode of refund

Approved refunds are issued to the original payment method used at checkout — UPI, Paytm, or credit/debit card. Refunds typically reflect in your account within 7–10 business days after processing, depending on your bank or payment provider.

6. Replacements

Where a return is approved, a replacement is sent from the same design, subject to availability and the reporting windows above. Many pieces are one-offs from small studio runs; if an identical replacement is unavailable, a refund is issued instead.

7. International orders

The policy above applies worldwide. For deliveries outside India, return shipping on an approved return is arranged by us; customs duty and import taxes already paid are refundable only by the destination country's authority, not by us. A parcel refused at customs, or returned because import charges went unpaid, is treated as a customer-initiated cancellation and is refunded less the outbound and return shipping actually incurred.

8. Cancellations

Orders can be cancelled free of charge within 24 hours of placement, or any time before dispatch, whichever is earlier. After that, the returns process above applies. Cancellation requests are confirmed in writing within 24–48 hours.

This policy is part of our Terms & Conditions.