Heritage Bazaar – Return, Replacement & Cancellation Policy

A Note to Our Customers

We deeply appreciate your understanding that each return, replacement, or cancellation has an impact—not just on logistics, but on the livelihoods of rural and semi-urban artisans whose crafts are seasonal, labor-intensive, and created in limited quantities.

Every order supports a weaver, a wood carver, a potter, a woman’s self-help group, or a family-run cluster that has preserved their art for generations.

We are grateful for your support in preserving India’s intangible heritage and helping us build a sustainable, transparent, and ethical artisanal economy.

For any assistance, please write to us at [support@heritagebazaar.com] or call us at  +919220449813, +91 9220449815 between 10 AM – 6 PM IST, Monday to Saturday.

Return Policy

At Heritage Bazaar, we are committed to offering a seamless, respectful, and trustworthy shopping experience for our valued customers while safeguarding the time, energy, and skills of the artisans who create each product by hand. Each item you receive is not just a product but a reflection of cultural legacy and artisan pride.

Our policies are designed to ensure fairness to both customers and artisans, and to uphold the value of handmade, small-batch production.

Eligibility for Returns

We accept returns under the following conditions:

•    Standard items can be returned within 7-10  days. Made-to-order items are non-returnable because they are crafted specially for you.
• Items must be unused, unwashed, and in original condition, with packaging, labels, and tags intact.
• The product must be in resaleable condition to respect the artisan’s effort and the time-sensitive nature of handmade inventory.
• Custom-made, personalized, or made-to-order items are non-returnable unless they are received in defective or damaged condition.
• One-of-a-kind or vintage products may not be eligible for returns due to their exclusivity. Such exclusions will be clearly mentioned on the product page.

Return Process

To initiate a return, please email our support team at [support@heritagebazaar.com] with the following details:

• Order number
• Reason for return
• Photographs (if applicable)

Once approved, our team will guide you through the process and provide a return shipping label where applicable.

Refunds

• Refunds are processed within 7 business days of receiving the returned product.
• Refunds are issued to the original payment method.
• For Cash on Delivery (COD) orders, refunds will be processed via bank transfer after collecting account details securely.

Non-Returnable Items

• Gift cards and vouchers
• Products damaged due to negligence, incorrect usage, or ignoring care instructions

• Items altered or repaired post-delivery

Replacement Policy

Eligibility for Replacements

We will replace products that are:

• Received in a damaged, defective, or incomplete condition

• Mismatch in product specifications (e.g., incorrect size, colour, or item)

Replacement requests must be raised within 48 hours of delivery.

Replacement Process

• Contact our team at [support@heritagebazaar.com] with your order number, issue details, and supporting images.
• Upon verification and approval, we will schedule a pickup of the original item and arrange for dispatch of the replacement.

Conditions

• Replacements are subject to availability of the same item.
• If the item is not available, a full refund or store credit will be provided as per the customer’s preference.
• In case of multiple replacement claims from the same user, Heritage Bazaar reserves the right to assess eligibility on a case-by-case basis to prevent misuse.

Cancellation Policy

Standard Orders

• Orders can be cancelled within 24 hours of placement with no penalty.
• Cancellations made between 24–48 hours of placing the order will incur a 50% cancellation fee to account for early processing and reservation of artisan time and materials.
• After 72 hours, cancellations are generally not permitted, as most of our products are handcrafted and may already be in production or prepared for dispatch.

Custom & Personalized Orders

• Orders involving personalization, size customization, or made-to-order items cannot be cancelled once production begins.
• In exceptional cases, cancellation requests may be reviewed on humanitarian grounds (e.g., medical emergencies), subject to mutual discussion.

Refund Process for Cancellations

• Approved refunds will be initiated within 2 weeks from the date of cancellation request.
• The refund will be made via the original payment method, unless otherwise specified.

Additional Terms & Considerations

• Heritage Bazaar reserves the right to refuse a return, replacement, or refund if the product:
• Shows signs of use, wear, or damage
• Is returned without original packaging or tags
•  Is misused or tampered with after delivery
• Shipping fees are non-refundable, except in cases where the product was:
•  Damaged in transit
•  Incorrect or defective
• For international orders, return shipping costs and applicable duties/taxes are to be borne by the customer unless the product received is damaged or incorrect. We are working towards solutions to make returns smoother for our global customers.
• We request customers to record a short unboxing video at the time of delivery (if possible) to help in faster resolution of disputes.