Legal
Last Updated: 08 August 2026
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At Brindavan Silver Craft, 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.
Important Timelines: Cancellation request — within 24 hours of placing the order and before dispatch or production/customisation has started. Damaged, incorrect, or missing-product complaint — preferably within 48 hours after delivery. Eligible standard-product return request — within 7 days after delivery. Approved refunds — generally initiated within 7 business days after approval or receipt and inspection of the returned product, as applicable. Bank/payment-provider credit time — additional processing time may apply after we initiate the refund.
A customer may request cancellation within 24 hours of placing an order, provided that:
The product has not been specially procured or manufactured specifically for the customer.
A cancellation request is not considered accepted until Brindavan Silver Craft confirms the cancellation.
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.
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.
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 Craft.
To qualify for an approved return, the item should ordinarily:
Not have been engraved, personalised, resized, altered, modified, or specially manufactured.
Except where required by applicable law or where Brindavan Silver Craft confirms otherwise, the following products may not be eligible for return:
Products for which the permitted return period has expired.
If your package or product arrives visibly damaged, please contact Brindavan Silver Craft preferably within 48 hours of delivery.
Please retain the complete packaging and provide, where possible:
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.
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.
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.
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.
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.
Please do not send a product back without first contacting Brindavan Silver Craft and receiving return instructions.
Unauthorised returns may be refused or returned to the customer.
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 Craft 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.
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.
Once a refund has been approved, Brindavan Silver Craft 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.
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.
After a refund has been initiated by Brindavan Silver Craft, 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.
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:
Other non-recoverable expenses directly associated with fulfilling the order.
Any applicable deduction will be communicated when the refund is processed.
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.
Product exchanges are subject to product availability, inspection, pricing differences, and approval by Brindavan Silver Craft.
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.
To request cancellation, return, exchange, replacement, or refund, contact Brindavan Silver Craft through our Contact Us page. Please provide:
Relevant photographs, video, or other evidence where the request concerns damage or an incorrect product.
Nothing in this policy is intended to exclude or restrict consumer rights or remedies that cannot lawfully be excluded under applicable law.
Brindavan Silver Craft 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.
Questions about this policy? Contact our team.
