Return, Refund & Exchange Policy

At Hunar – Ceramic with a Soul, every product is a labor of love — thoughtfully designed and handcrafted by skilled artisans. We take utmost care to ensure your ceramics reach you safely and in excellent condition.

As our products are handmade, slight variations in colour, texture, shape, finish, or size may naturally occur from one piece to another. These variations are part of the character of handmade ceramics and are not considered defects.

We have created this policy to keep our return, refund, exchange, and cancellation process clear and transparent.

1. When Is a Return or Replacement Eligible?

We generally do not accept returns for change of mind or personal preference.

A return, replacement, or refund may be considered in the following situations:

• The product arrives broken or damaged during transit
• The product has a genuine manufacturing defect
• The wrong product has been delivered
• The product received is materially different from the product ordered or the specifications stated on our website
• Any other situation where a remedy is required under applicable law

The following are generally not considered defects:

• Minor variations in colour
• Differences in texture or glaze
• Slight variations in shape or size due to the handmade nature of the product
• Minor firing marks or natural characteristics of handmade ceramics
• Differences caused by lighting, photography, or screen settings
• A product being larger, smaller, heavier, or lighter than expected when the delivered product matches the specifications mentioned on the product page
• Change of mind or personal preference

We therefore strongly recommend checking the product dimensions, capacity, specifications, photographs, and description before placing your order.

2. Reporting Period – 48 Hours

For products that arrive damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us investigate and resolve the issue quickly, please provide:

• Order number
• Name and contact details
• Clear photographs of the product
• Photographs of the outer shipping package
• Photograph of the shipping label
• A brief description of the issue
• Video of the issue, where available

Unboxing Video

For fragile ceramic products, we strongly recommend recording a continuous unboxing video from the sealed package until the product is fully unpacked.

An unboxing video is the best evidence for transit damage or missing or wrong items. However, if you do not have an unboxing video, please still contact us with clear photographs and other available evidence. We may request additional information where reasonably required to investigate the claim.

Claims reported after the 48-hour reporting period may be difficult to verify and may not be accepted, subject to applicable consumer rights and law.

3. Damaged, Broken, Defective or Wrong Product

If your order arrives:

• Broken or damaged
• With a genuine manufacturing defect
• With the wrong product
• With a product materially different from what was ordered

please contact us within the applicable reporting period.

After reviewing the claim, we may offer an appropriate resolution, which may include:

• Replacement of the affected product
• Refund for the affected product
• Store credit
• Another appropriate remedy, where applicable

For an approved damage, defect, or wrong-product claim caused by us or occurring during transit, Hunar will arrange the return or reverse pickup where required and bear the applicable return shipping cost.

4. Replacement Policy

Replacement may be provided for:

• Products damaged during transit
• Genuine manufacturing defects
• Incorrect products delivered

Replacement is subject to product availability.

If the same product is unavailable, Hunar may offer:

• A full refund for the affected product
• Store credit of equivalent value
• Another mutually suitable resolution

Replacement availability may vary because our products are handmade and may be produced in limited batches.

5. Return Shipping

Approved Damage, Defect or Wrong Product Claims

If the issue is confirmed to be due to transit damage, a genuine defect, or an error by Hunar:

• Hunar will arrange the reverse pickup where applicable.
• Applicable return shipping costs will be borne by Hunar.

Change-of-Mind Returns

Hunar generally does not accept change-of-mind or personal-preference returns.

If, in exceptional circumstances, Hunar agrees to accept such a return:

• Return shipping may be borne by the customer.
• The product must be unused and returned in suitable original packaging.
• The customer is responsible for ensuring the product is safely packed for the return journey.

If a product is damaged during a customer-arranged return because it was not packed adequately, the refund or replacement may not be available.

6. Refund Policy

A refund may be provided where:

• An approved damaged, defective, or wrong-product claim cannot be resolved through replacement
• Hunar is unable to fulfil the order
• Hunar cancels the order for reasons attributable to Hunar
• A refund is otherwise required under applicable law

Approved refunds will generally be processed to the original payment method.

Please allow approximately 7–10 working days for the refund to reflect, depending on the payment provider or bank.

Where appropriate, Hunar may offer store credit as an alternative to a monetary refund.

Shipping Charges

Shipping charges are generally non-refundable for customer-initiated cancellations or other situations where the order was correctly fulfilled.

However, applicable shipping costs will be considered for refund where the issue is caused by Hunar, such as an approved wrong-product, defective-product, or transit-damage claim, or where required by applicable law.

7. Partial COD Orders

To provide customers with a Cash on Delivery option while protecting handmade and fragile products from unnecessary cancellations and delivery refusals, Hunar may offer Partial COD for eligible orders.

Under Partial COD:

• 35% of the order value is payable in advance.
• The remaining 65% is payable at the time of delivery.

The order will be confirmed for processing only after the required advance payment has been successfully received.

Cancellation After Order Confirmation

Once a Partial COD order has been confirmed, the order may enter processing, packaging, production, or dispatch.

If the customer:

• Cancels the order after processing, production, packaging, or dispatch has started
• Refuses to accept the shipment
• Provides an incorrect or incomplete delivery address
• Is unavailable or otherwise causes the shipment to be returned
• Otherwise causes an RTO (Return to Origin)

Hunar may retain or deduct reasonable costs actually incurred in connection with the order, including applicable shipping, reverse shipping, packaging, processing, or production costs, subject to applicable law.

Any remaining refundable amount, if applicable, will be processed according to this policy.

If Hunar Cancels the Order

If Hunar cancels a Partial COD order because we are unable to fulfil it for reasons attributable to Hunar, the advance amount paid by the customer will be refunded, subject to applicable law.

Damaged, Defective or Wrong Product

If a Partial COD order is successfully delivered but the product is:

• Damaged or broken in transit
• Genuinely defective
• Incorrectly delivered

the claim will be handled under the Damaged, Defective or Wrong Product section of this policy.

Where a refund is approved, the refundable amount will include the applicable advance payment and any other amount paid by the customer for the affected product or order, as applicable.

Important

The Partial COD advance is collected to confirm the order and cover genuine order-processing and logistics risk. It is not intended as a penalty, and any retention or deduction will be based on applicable costs and applicable law.

8. Order Cancellation

Orders may generally be cancelled within 4 hours of placing the order, provided processing has not already started.

After this period, cancellation may not be possible if the order has already entered:

• Production
• Processing
• Packaging
• Dispatch

For customized, personalized, made-to-order, or bulk orders, cancellation may not be possible once production or preparation has started.

If Hunar cancels an order because we are unable to fulfil it, the applicable amount paid by the customer will be refunded.

9. Incorrect Address, Contact Details & Failed Delivery

Customers are responsible for providing a complete and accurate:

• Name
• Mobile number
• Delivery address
• City
• State
• PIN code

If an order is returned because of:

• Incorrect or incomplete address
• Incorrect PIN code
• Incorrect contact details
• Customer being unavailable
• Repeated failed delivery attempts
• Customer refusing to accept the shipment
• Customer requesting the shipment not to be delivered

the order may be treated as an RTO (Return to Origin).

In such cases, Hunar may deduct or retain applicable forward shipping, reverse shipping, packaging, processing, and other reasonable costs actually incurred, subject to applicable law.

For Partial COD orders, the Partial COD terms above will also apply.

If the customer requests the order to be shipped again after an RTO, additional shipping charges may apply.

10. Visible Damage or Tampered Package

If the outer package appears visibly damaged, severely crushed, wet, opened, or tampered with at the time of delivery:

• Please photograph the package before opening it.
• Where possible, mention the condition to the delivery executive.
• Retain the outer packaging and shipping label.
• Record the unboxing process if possible.

Please do not discard the packaging until your issue has been resolved.

11. Customized, Personalized & Bulk Orders

Customized, personalized, made-to-order, corporate gifting, and bulk orders are generally not eligible for cancellation or return due to change of mind or personal preference once production or preparation has started.

However, this does not affect claims relating to:

• Transit damage
• Genuine manufacturing defects
• Wrong products
• Material errors attributable to Hunar

Such claims will be handled in accordance with this policy and applicable law.

12. Sale, Discount & Promotional Products

Products purchased during sales, discounts, promotional offers, or special campaigns are generally not eligible for change-of-mind returns.

However, genuine claims relating to:

• Damage
• Defect
• Wrong product
• Material discrepancy

may still be considered in accordance with this policy and applicable law.

13. Product Condition for Approved Returns

Where a return is approved, the product should be:

• Unused
• In its original condition
• Properly packed
• Accompanied by the original packaging wherever available

Hunar may inspect the returned product and supporting evidence before confirming the final resolution.

14. Inspection & Verification

Because ceramic products are fragile and handmade, Hunar may reasonably verify a return or damage claim before providing a refund or replacement.

Verification may include reviewing:

• Photographs
• Videos
• Packaging condition
• Shipping label
• Delivery information
• Product condition
• Returned product, where applicable

A claim may not be approved where evidence indicates that the damage occurred due to improper handling, misuse, alteration, or damage after delivery.

15. Third-Party Marketplace Orders

Orders placed through third-party marketplaces such as Amazon, Flipkart, Blinkit, Zepto, or other platforms may be subject to the return, refund, replacement, and claim procedures of that respective marketplace.

For such orders, customers should follow the applicable marketplace process wherever required.

Orders placed directly through the Hunar website are governed by this policy.

16. How to Contact Us

For return, refund, exchange, or damage-related concerns, please contact us:

Email: hunarceramics@gmail.com
WhatsApp: 8058052737

Please include your order number in your communication so that we can assist you efficiently.

17. Policy Updates

Hunar – Ceramic with a Soul may update or modify this Return, Refund & Exchange Policy from time to time to reflect changes in our products, operations, logistics arrangements, or applicable requirements.

The updated policy will be published on this page.

For an order already placed, the policy applicable to that order and the circumstances surrounding the claim will be considered, subject to applicable law.

Our Commitment

We understand that buying handmade ceramics online requires trust.

Our goal is to protect our customers from genuine issues while also protecting handmade products from unnecessary returns, transit risks, and avoidable losses.

We will always aim to handle genuine concerns fairly, transparently, and reasonably.

Thank you for choosing Hunar – Ceramic with a Soul.