Refund & Return Policy

Last updated: 10/10/2025

Thank you for shopping at Peracka. We want you to be completely satisfied with your handmade macrame purchase. If for any reason you are not, we’re here to help.

This policy applies to all orders shipped within India.

7-Day Return Policy

We offer a 7-day return window from the date you receive your order. This means you have 7 days after delivery to request a return if you’re not satisfied with your purchase.

Return Eligibility Requirements

To qualify for a return, your item must meet ALL of the following conditions:

✓ Unused and unworn – Item must be in the same condition as received
✓ Original tags attached – All product tags must remain intact
✓ Original packaging – Item must be in its original packaging
✓ Proof of purchase – You must have your order confirmation or receipt

How to Return an Item

Step 1: Contact Us
Email us at [email protected] within 7 days of delivery with:

• Your order number
• Item(s) you wish to return
• Reason for return
• Photos and videos of the entire item from all angles(if damaged or defective)

Step 2: Await Approval
Our team will review your request within 24-48 hours and send you:

• Return authorization (if approved)
• Return shipping instructions
• Return shipping label (if applicable)

Step 3: Ship the Item
Once approved, send the item to the address in the package.

⚠️ Important: Do NOT send items back without a return authorization. Unauthorized returns will not be accepted.

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or customization reasons:

❌ Custom/Personalized Orders – Items made to your specific design, color, or size requirements
❌ Made-to-Order Products – Once production begins on your custom order
❌ Sale/Clearance Items – Products marked as final sale or clearance
❌ Gift Cards – Non-returnable as per policy
❌ Damaged by Customer – Items damaged after delivery due to misuse

Have questions about a specific item? Contact us at [email protected] before purchasing.

Damaged or Defective Items

We carefully inspect and package all orders, but occasionally damage may occur during transit.

What to Do If Your Item Arrives Damaged

1. Inspect immediately upon delivery
2. Take photos and videos of the damaged item and packaging
3. Contact us within 48 hours at [email protected]
4. Provide details:

• Order number
• Photos and videos of damage
• Description of the issue

We Will Take Action

For damaged, defective, or incorrect items, we will:

• Provide a free replacement (if item is in stock)
• Offer a full refund (if replacement not available)
• Cover return shipping costs

Note: For defective items, we may request the item be returned for quality inspection.

Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or design:

Exchange Process:

1. Return your current item following our return process
2. Once we receive and approve the return, we’ll process your refund
3. Place a new order for the item you want

This ensures you get your preferred item quickly, especially for popular designs.

Refund Policy

How Refunds Work

Timeline:

• Inspection: 2-3 business days after we receive your return
• Approval notification: Via email within 24 hours of inspection
• Refund processing: Within 7-10 business days of approval
• Bank credit: Additional 3-5 business days depending on your bank

Refund Method

Refunds are processed through the same payment method you used for purchase:

• UPI → Refund to UPI account
• Credit/Debit Card → Refund to card
• Net Banking → Refund to bank account
• Wallet → Refund to wallet

What Gets Refunded

✓ Product cost – Full amount paid for the item
✓ GST – Any applicable tax charged
❌ Original shipping charges – Non-refundable (except for damaged/defective items)
❌ Return shipping – Customer’s responsibility (except for damaged/defective items)

Delayed Refunds

If you haven’t received your refund after 15 business days:

1. Check your bank account again
2. Contact your bank/card company (processing time varies)
3. Contact Razorpay if payment was via their gateway
4. If still not resolved, email us at [email protected] with your order details

Return Shipping Costs

Customer-Initiated Returns

If you’re returning an item due to change of mind, size, or color preference:

• You pay return shipping costs
• Estimated return shipping: ₹50-150 depending on location and item weight
• We recommend using a trackable shipping method

Peracka-Initiated Returns

If item is damaged, defective, or we sent the wrong item:

• We pay return shipping costs
• We’ll provide a prepaid return label
• Or reimburse your shipping costs upon return

Custom and Made-to-Order Items

Special Policy for Custom Orders

Custom and made-to-order items are non-returnable unless:

• Item arrives damaged
• Item is significantly different from approved design
• Item is defective

Why? These items are specifically made for you and cannot be resold.

Before Ordering Custom Items

We recommend:

• Carefully review all design details
• Confirm measurements and specifications
• Approve design mockups before production
• Ask questions if anything is unclear

Questions about custom orders? Email [email protected]

Cancellation Policy

Before Shipment

You can cancel your order before it ships for a full refund:

• Contact us at [email protected] immediately
• Provide your order number
• If order hasn’t been processed, we’ll cancel and refund 100%

After Shipment

Once shipped, you cannot cancel. You must:

• Receive the item
• Follow our return process if unsatisfied

Custom Orders

Custom orders cannot be cancelled once production begins (after design approval and 50% advance payment).

Your Consumer Rights

This return policy is in addition to your rights under the Consumer Protection Act, 2019. As an Indian consumer, you have the right to:

• Products that match their description
• Products free from defects
• Fair treatment in transactions
• Seek redressal through Consumer Courts

For unresolved complaints: You may contact the National Consumer Helpline (1800-11-4000) or approach your local Consumer Forum.

Contact Us

For any questions about returns or refunds:

Email: [email protected]
Response Time: Within 24-48 hours on business days

Business Address:
Peracka
Kakkanad, Kochi
Kerala – 682025
India

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Note: We reserve the right to update this policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our website after changes constitutes acceptance of the updated policy.

This Return and Refund Policy is governed by Indian law and complies with the Consumer Protection Act, 2019 and E-Commerce Rules.