Cancellation & Refund Policy

1. Important Notice

We ask that you review your order — including your photographs, customisation details, and delivery address — carefully before completing payment.

The only exceptions to this policy are situations where the fault lies with The Craft Pallet, such as a damaged, defective, or incorrectly prepared product. These are covered in Sections 4 and 5 below.

2. Cancellation Before Production

How to request cancellation

Contact us via WhatsApp or email and include:

• Your Order ID (e.g. TCP-2026-0001)
• Your name
• Your registered phone number or email address
• Reason for cancellation

We will confirm whether production has started and advise you on the next steps. If your cancellation is approved, a full refund will be initiated — see Section 6 for timelines.

3. After Production Begins

This applies regardless of the reason, including:

• Change of mind
• Ordering by mistake
• Incorrect photograph or customisation details submitted by the customer
• Purchasing as a gift that is no longer needed

We take care to review photographs and customisation details before production begins where possible, and we will contact you if we notice any obvious issue. However, it remains the customer's responsibility to check all details before completing payment.

4. Damaged or Defective Product

If your order arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery. We take quality seriously and will resolve the issue as quickly as possible.

What is covered

• Product physically damaged during transit
• Manufacturing or printing defects
• Product that does not match what was ordered due to an error by The Craft Pallet

What is not covered

• Damage caused by the customer after delivery
• Minor colour variations due to screen calibration or print characteristics
• Quality issues resulting from low-resolution or unsuitable photographs provided by the customer

5. Wrong or Incorrect Product

If we send you the wrong product, wrong size, or if we made an error in your personalisation that was not caused by incorrect information you provided, please contact us within 48 hours of delivery.

• Wrong product dispatched
• Wrong size or variant sent
• Personalisation error made by The Craft Pallet (not based on customer-provided details)
• Missing item in a multi-item order

Customer-provided errors

We are not responsible for errors in the final product that result from incorrect, unclear, or low-quality photographs or customisation instructions submitted by the customer. Please check everything carefully before completing your order.

6. Refund Method & Timeline

Method

Where a refund is approved, it will be processed through the original payment method used at the time of purchase:

• Payments made via Razorpay will be refunded to the original payment source — UPI, card, or net banking
• Manually processed payments will be refunded via bank transfer or UPI to details provided by the customer

Timeline

• The refund will be initiated within 3–5 business days of approval
• The time for the amount to appear in your account depends on your bank or payment provider — typically 5–7 business days
• You will be notified via WhatsApp or email once the refund has been initiated

7. Delivery Problems

Incorrect address

If an order cannot be delivered because the address provided was incorrect or incomplete, The Craft Pallet is not liable for the loss. Please ensure your delivery address is accurate when placing your order.

Customer unavailable

If the courier is unable to deliver after reasonable attempts because the customer was unavailable or uncontactable, The Craft Pallet is not responsible for the failed delivery. Please ensure your registered phone number is correct and accessible.

Courier delays

Delivery delays caused by courier services, weather, or other factors outside our control do not automatically qualify for a refund. If your order is significantly delayed, please contact us and we will do our best to assist.

8. Policy Summary

9. Contact Us

For cancellation or refund requests, or if you have received a damaged or incorrect product, please contact us and include the following: