This Returns and Refunds Policy (“Policy”) governs returns, replacements and refunds for products purchased from Payel's Collection (“we”, “us” or “our”) through https://payelscollection.com. By placing an order, you acknowledge and agree to the terms set out below. This Policy forms an integral part of our Terms and Conditions.
1. All Sales Are Final Except for Defects
As our products are handcrafted natural-fibre goods, all sales are final. We do not accept returns, replacements or refunds for reasons of change of mind, incorrect selection, buyer’s remorse, or minor, inherent variations in colour, texture, weave or finish (which are characteristic of handmade products and are not defects). Returns and refunds are available only where the product delivered to you is defective, damaged in transit, or materially different from the product ordered.
2. Mandatory Unboxing Video Evidence
To be eligible to raise any claim of a defective, damaged or incorrect product, you must record a clear, continuous and uncut unboxing video that begins before the sealed package is opened and continues until the product is fully removed and inspected. The video is mandatory evidence. Claims submitted without a valid unboxing video, or with a video that is edited, paused, unclear or does not show the sealed package being opened, will not be accepted and no return, replacement or refund will be provided.
The unboxing video must clearly show:
- The outer shipping package with the shipping label intact and unopened;
- The complete opening of the sealed package in a single, continuous recording; and
- The defect, damage or discrepancy in the product being claimed.
3. How to Raise a Claim
- Within forty-eight (48) hours of delivery, email your unboxing video together with your order number, registered name and a brief description of the defect to salmakhatun1790@gmail.com.
- Retain the product, all original tags, packaging and accessories in unused condition until your claim is resolved.
- Our team will review the evidence and get back to you after verification.
Claims raised after the 48-hour window, or where the product has been used, washed, altered or its tags removed, will not be entertained.
4. Assessment & Outcome
Upon receipt of a valid claim, we will assess the unboxing video and, where required, request that the product be returned to us for inspection. We reserve the sole and absolute right to determine, acting reasonably, whether a product is defective and whether a claim is valid. If the claim is approved, we will, at our discretion, provide a replacement of the same product (subject to availability) or a refund. If the claim is rejected, the product will be returned to you and no refund will be issued.
5. Refunds
Where a refund is approved, it will be processed to the original payment method through our payment gateway within seven (7) to ten (10) business days of approval. The actual time for the amount to reflect in your account depends on your bank or payment provider. Shipping charges, if any, are non-refundable except where the entire order is found to be defective or was cancelled by us.
6. Non-Returnable Items
The following are not eligible for return or refund under any circumstances: (a) products purchased under clearance, final-sale or bulk/wholesale terms; (b) customised, personalised or made-to-order products; (c) products damaged due to misuse, mishandling or normal wear and tear after delivery; and (d) products without valid unboxing-video evidence as required under Section 2.
7. Damaged or Lost in Transit
If a package arrives visibly tampered with or damaged, please refuse delivery where possible and, in all cases, record the unboxing video and raise a claim as set out above. Claims for transit damage are subject to the same evidence requirements.
8. Contact
For all returns and refund matters, contact us at salmakhatun1790@gmail.com. This Policy is governed by the laws of India, and any dispute is subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal.