Cancellation and Refunds Policy

At Brindavan Silver Crafts, we want customers to receive their orders correctly and in good condition.

This policy explains when an order may be cancelled and the circumstances in which a replacement, return, or refund may be available.

1. Order Cancellation Before Dispatch

A customer may request cancellation within 24 hours of placing an order, provided that:

• The order has not already been dispatched;
• Production, engraving, resizing, customisation, or other special work has not started;
• The product has not been specially procured or manufactured specifically for the customer.

A cancellation request is not considered accepted until Brindavan Silver Crafts confirms the cancellation.

2. Cancellation After Dispatch

Orders that have already been dispatched normally cannot be cancelled.

If a delivery is refused without an accepted cancellation reason, shipping, return-shipping, insurance, packaging, payment-processing, or other actual charges may be deducted from any amount eligible for refund where permitted by law.

3. Customised, Engraved and Made-to-Order Products

Products manufactured, personalised, engraved, altered, resized, specially sourced, or otherwise customised according to customer instructions cannot normally be cancelled once production or customisation has started.

Such products are also normally not eligible for return, exchange, or refund merely because the customer changes their mind.

This restriction does not apply where a remedy is required due to an established manufacturing defect, transit damage, incorrect item, or material difference from the confirmed order, subject to applicable law.

4. Products Eligible for Return

A standard, non-customised product may be considered for return if the return request is made within 7 days from the date of delivery and the return is approved by Brindavan Silver Crafts.

To qualify for an approved return, the item should ordinarily:

• Be unused;
• Be undamaged by the customer;
• Be returned in its original condition;
• Include original packaging, certificates, tags, accessories, and other items supplied with the product, where applicable;
• Be accompanied by proof of purchase or invoice;
• Not have been engraved, personalised, resized, altered, modified, or specially manufactured.

5. Non-Returnable Products

Except where required by applicable law or where Brindavan Silver Crafts confirms otherwise, the following products may not be eligible for return:

• Custom-made products;
• Personalised products;
• Engraved products;
• Products resized or modified for the customer;
• Products specially manufactured or sourced;
• Products damaged after delivery through misuse;
• Products altered, repaired, polished, engraved, or serviced by an unauthorised third party after delivery;
• Products returned without their original components where this prevents proper verification;
• Products for which the permitted return period has expired.

6. Damaged Product on Delivery

If your package or product arrives visibly damaged, please contact Brindavan Silver Crafts preferably within 48 hours of delivery.

Please retain the complete packaging and provide, where possible:

• Order or invoice number;
• Photographs of the outer package;
• Photographs of the inner packaging;
• Photographs or video showing the damaged item;
• Courier label;
• An unboxing video, if available, particularly for high-value shipments.

We may request additional information before approving a replacement, return, repair, insurance claim, or refund.

7. Incorrect Product Received

If the product delivered is materially different from the item confirmed in your order, please contact us preferably within 48 hours of delivery.

After verification, we may arrange an appropriate replacement, return, correction, or refund depending on the circumstances.

8. Missing Item or Component

If an item, accessory, certificate, or component included in the confirmed order is missing, please notify us preferably within 48 hours after delivery.

We will verify the shipment details and provide an appropriate resolution if the claim is confirmed.

9. Minor Handcrafted Variations

Many silver products may involve handcrafted or traditional workmanship.

Minor differences in finish, engraving, dimensions, pattern, colour tone, or craftsmanship that naturally arise from handmade production may not constitute a manufacturing defect.

10. Silver Weight Variations

Where a product is handmade or manufactured with a stated approximate weight, a minor production variation may occur.

Final pricing and billing will be based on the order terms, final weight, applicable silver rate, making charges, taxes, and other agreed charges, where relevant.

11. Return Approval Is Required

Please do not send a product back without first contacting Brindavan Silver Crafts and receiving return instructions.

Unauthorised returns may be refused or returned to the customer.

12. Return Shipping

If a return is approved because we supplied an incorrect item or because a verified defect or transit damage is attributable to the fulfilment of the order, Brindavan Silver Crafts will determine the appropriate return-shipping arrangement.

For other approved discretionary returns, return delivery and insurance costs may be borne by the customer.

High-value silver products should be returned only using the shipping method approved or instructed by us.

13. Inspection of Returned Products

An approved return may be inspected after receipt to confirm the product's identity, condition, weight, components, packaging, and eligibility.

Refund approval may be withheld if the item returned is materially different from the supplied item or has been used, damaged, substituted, altered, tampered with, or otherwise rendered ineligible for return.

14. Refund Processing Timeline

Once a refund has been approved, Brindavan Silver Crafts will generally initiate the eligible refund within 7 business days.

In a return case requiring physical inspection, this period will normally begin after the returned product has been received and the return has been approved.

15. Refund Method

Where reasonably possible, refunds will be issued through the original payment method.

In circumstances where this is not technically possible, another mutually acceptable refund method may be used after appropriate verification.

16. Bank and Payment Gateway Delays

After a refund has been initiated by Brindavan Silver Crafts, your bank, card issuer, UPI provider, or payment gateway may require additional time to credit the amount.

Such external processing time is outside our direct control.

17. Refund Deductions

Depending on the reason for the cancellation or return, the refundable amount may exclude charges that have already been reasonably incurred and are non-refundable, where permitted by applicable law.

These may include:

• Customisation or engraving costs already incurred;
• Special manufacturing costs;
• Shipping charges;
• Return shipping charges;
• Insurance charges;
• Other non-recoverable expenses directly associated with fulfilling the order.

Any applicable deduction will be communicated when the refund is processed.

18. Orders Cancelled by Brindavan Silver Crafts

We may cancel an order because of product unavailability, pricing or technical errors, payment failure, inability to fulfil customisation, suspected fraud, delivery restrictions, or other circumstances that prevent fulfilment.

If we cancel an order after receiving payment and the customer is entitled to a refund, the applicable paid amount will be refunded.

19. Exchange

Product exchanges are subject to product availability, inspection, pricing differences, and approval by Brindavan Silver Crafts.

If the replacement product costs more than the returned product, the customer may be required to pay the difference.

If it costs less, any eligible balance will be handled as agreed and subject to the applicable refund terms.

20. How to Request Cancellation or Refund

To request cancellation, return, exchange, replacement, or refund, contact Brindavan Silver Crafts through our Contact Us page.

Please provide:

• Your name;
• Contact number;
• Invoice or order number;
• Product details;
• Reason for the request;
• Relevant photographs, video, or other evidence where the request concerns damage or an incorrect product.

21. Statutory Consumer Rights

Nothing in this policy is intended to exclude or restrict consumer rights or remedies that cannot lawfully be excluded under applicable law.

22. Changes to This Policy

Brindavan Silver Crafts may update this Cancellation and Refunds Policy from time to time.

The latest version will be published on this page together with its updated effective date.

« Back to Home