# Return Policy When an item can be returned, how to raise a request, and how refunds are made. ## Introduction **Karigarh** — Jaipur **Last updated: 11 October 2026** At Karigarh, operated by **E-New Bharat Services Pvt. Ltd.** ("we", "us", "our"), every product is a piece of India's living heritage — handcrafted by artisans, including makers of **ODOP (One District One Product)** and **GI (Geographical Indication)-tagged** crafts. We want you to shop with complete confidence. This Policy explains when and how you can return or exchange a product, claim a refund, or cancel an order. This Policy is framed in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and forms part of our Terms and Conditions. ## 1. The Handmade Promise — Please Read First Our products are **handmade, not factory-made**. As a result: - Slight variations in colour, shade, texture, weave, grain, finish, motif placement, and size are **natural characteristics of handcrafted products**. They are a mark of authenticity and the human hand behind each piece — **not defects** — and are not, by themselves, grounds for return or refund. - Product photographs are taken with care, but colours may render differently across screens and devices. Minor differences between the photograph and the delivered product do not constitute a defect. - Natural materials (wood, terracotta, brass, stone, jute, cotton, silk, leather, etc.) may show inherent marks, knots, or tonal differences. Where a product genuinely differs materially from its listing description, or is damaged or defective, this Policy fully protects you as set out below. ## 2. Return Window - You may request a return or exchange within **7 (seven) days from the date of delivery**. - Requests raised after 7 days from delivery will not be eligible, except where a longer period is required by applicable law. - To be eligible, the product must be **unused, unwashed, unaltered, and in its original condition**, with all original tags, labels, certificates of authenticity (including GI tags/labels where provided), accessories, and packaging intact. **How to initiate a return:** email **support@enewbharat.com** with your order number, the item(s) concerned, the reason for return, and supporting photographs (and video, where applicable — see Section 4). Our team will respond within 48 hours with the next steps. ## 3. Items Not Eligible for Return The following are **non-returnable and non-refundable**, except where delivered damaged, defective, or materially different from the listing: - **Customized, personalised, or made-to-order products** (including items made to your specified dimensions, name engravings, or bespoke colourways). Made-to-order items are crafted specifically for you after your order is placed. - **Prasad, food items, and other consumables** (including edible ODOP products), for hygiene and safety reasons. - **Puja samagri and items of religious use** that are consumable or single-use in nature (e.g., incense, dhoop, sindoor, oils). - Personal-care and wellness products, once opened or with seals broken. - Items sold on clearance or explicitly marked "non-returnable" on the product page. - Gift cards and vouchers. Any product-specific return conditions displayed on the product page at the time of purchase will prevail for that product. ## 4. Damaged, Defective, or Wrong Items (Transit Damage Claims) Many of our products — terracotta, blue pottery, glasswork, marble inlay, papier-mâché, and other fragile crafts — are packed with special protective packaging. Despite this, transit damage can occasionally occur. In such cases: - **Report within 48 hours of delivery.** Damage, defect, missing-item, or wrong-item claims must be raised at support@enewbharat.com **within 48 (forty-eight) hours of delivery**. Claims raised after this window may be declined, as we are unable to establish that the damage occurred in transit. - **Unboxing video required for fragile items.** For products marked "Fragile" on the product page or on the parcel, we strongly recommend — and for damage claims we **require** — a clear, uncut **unboxing video** starting from the sealed, unopened parcel (showing the shipping label) through to the unpacking of the product. This is the accepted industry practice for fragile handicrafts and enables us to process your claim quickly and file claims with the courier. - **Photographs.** For all claims, please share clear photographs of (a) the outer packaging, (b) the shipping label, and (c) the damaged/defective product from multiple angles. - **Resolution.** Once verified, we will, at your option and subject to availability: ship a **free replacement** of the same product; or offer an **exchange** for another product of equivalent value; or issue a **full refund** (including original shipping charges) to your original payment method. - Verified claims for damaged, defective, or wrong items involve **no cost to you** — return pickup (where required) and replacement shipping are borne by us. - Please retain the product and all packaging until your claim is resolved; do not discard, use, or attempt to repair the item. Because each piece is handmade and often one-of-a-kind, an identical replacement may not always exist. Where a replacement is unavailable, we will offer a closely similar piece, store credit, or a full refund, at your choice. ## 5. Exchange vs Refund - **Exchange:** eligible returns may be exchanged for another size/variant (where applicable) or another product. If the new product's price is higher, you pay the difference; if lower, we refund the difference to your original payment method. - **Refund:** if you prefer a refund, or if an exchange is not possible, we will refund you as per Section 7. - Each order is eligible for one exchange per item. ## 6. Return Shipping - **Damaged / defective / wrong item delivered:** we arrange and pay for reverse pickup. If reverse pickup is unavailable at your location, we will ask you to self-ship and will reimburse reasonable courier charges (against the courier receipt). - **Change of mind / other eligible returns:** return shipping is the customer's responsibility. You may self-ship to our returns address (shared on approval of your request); we recommend a trackable service with adequate packaging, as items damaged or lost in return transit cannot be refunded. Original shipping charges (if any) are non-refundable for change-of-mind returns. - All returns are subject to a **quality check** on receipt. If a returned item is found used, damaged by the customer, or missing tags/parts, we may decline the refund and return the item to you. ## 7. Refund Method and Timeline - All refunds are made **to the original payment method** through our payment gateway, **Razorpay** (card, UPI, net banking, or wallet, as originally used). We do not issue cash refunds. - Refunds are initiated within **2 (two) business days** of (a) completion of the quality check on a returned item, or (b) approval of a damage/cancellation claim. - Once initiated, the amount is typically credited within **7–10 business days**, depending on your bank or card issuer. UPI and wallet refunds are usually faster. - For Cash on Delivery orders (if offered), refunds will be made by bank transfer (NEFT/IMPS) to a bank account you provide, within the same timeline. - Where you opt for **store credit** instead of a refund, it will be issued within 2 business days of approval and will not expire. - If a refund has not reached you within 10 business days of our initiation confirmation, write to support@enewbharat.com with your order number and we will share the refund reference (ARN/UTR) and follow up with Razorpay/your bank. ## 8. Order Cancellation **8.1 Cancellation by you** - You may cancel an order free of charge **any time before dispatch** by emailing support@enewbharat.com with your order number (or using the cancellation option in your account, where available). - Once an order has been **dispatched, it cannot be cancelled**; you may instead use the return process in Section 2 after delivery (if the item is return-eligible). - **Made-to-order and customized items** may be cancelled only within **24 hours of placing the order**, after which crafting begins and the order becomes non-cancellable. - Refunds for cancelled orders follow Section 7 timelines. **8.2 Cancellation by us** We may cancel an order (in whole or part) in cases of product unavailability, pricing or listing errors, inability to deliver to your address, suspected fraud, or force majeure. In such cases, you will be notified and a **full refund** will be issued to your original payment method within the Section 7 timelines. ## 9. Grievance Redressal If you are dissatisfied with the handling of a return, refund, or cancellation, you may escalate to our Grievance Officer: - **Name:** [GRIEVANCE OFFICER NAME] - **Designation:** Grievance Officer, E-New Bharat Services Pvt. Ltd. - **Address:** 301-303, Suncity Trade Tower, Sector 21, Gurugram, Haryana 122016 - **Email:** support@enewbharat.com In accordance with the Consumer Protection (E-Commerce) Rules, 2020, complaints will be **acknowledged within 48 hours** and **resolved within 1 (one) month** of receipt. ## 10. General - This Policy applies to deliveries **within India only**; we currently do not ship or accept returns internationally. - We reserve the right to modify this Policy prospectively; the version displayed at the time of your order applies to that order. - This Policy is governed by the laws of India, and is subject to the exclusive jurisdiction of the courts at **[JURISDICTION CITY]**, as set out in our Terms and Conditions. For any questions, contact us at **support@enewbharat.com**. --- This is the markdown version of [Return Policy](https://www.karigarh.com/ReturnPolicy). Contact: support@enewbharat.com · 0141-237-2974 · +91 98998 88847.