PANOCRAFTS
Legal
When an order can be cancelled, changed or refunded
Because every Panocrafts commission is curated and often made to order, this Policy explains clearly when an order can be cancelled, changed or refunded. Nothing here limits your rights under the Consumer Protection Act, 2019.
Regulatory Basis
Consumer Protection Act, 2019 and the E-Commerce Rules, 2020 (fair cancellation, refunds and grievance redressal); and RBI directions requiring refunds to the original payment method.
You may cancel for a full refund within 24 hours of confirming your order, or at any time before we begin design or production - whichever is earlier. Once design or production of a personalized/bespoke commission has begun, the advance/deposit covering work and materials already committed is non-refundable; any balance not yet utilised will be refunded.
If your order arrives damaged, defective, or materially different from the design you approved, we will make it right. Notify us within 48 hours of delivery with your order reference and clear photographs/video. On verification, we will at our discretion rework, replace, or refund the affected item, including any delivery paid.
Bespoke and personalized commissions (custom designs, monograms, engraved or made-to-order pieces) are not eligible for return or refund for change of mind, or for errors in details you approved. This does not apply where the item is damaged, defective or not as approved (see 2), and does not affect your statutory rights.
Corporate, wedding and bulk commissions are governed by the specific quotation, proposal or agreement accepted for that order, including its advance, cancellation and change terms, which prevail over this general Policy where they differ.
Approved refunds are made to your original payment method, in line with RBI directions, and are initiated within 5-7 business days of approval. The time for the amount to reflect in your account depends on your bank or payment provider.
We accommodate reasonable changes before production begins where possible; changes after production has started may incur additional cost, quoted to you for approval.
Email info@panocrafts.com or WhatsApp +91 99999 99999 with your order reference and details. We acknowledge complaints within 48 hours and aim to resolve them within one month, per the Consumer Protection (E-Commerce) Rules, 2020.
This document is a professionally structured template grounded in current Indian law, prepared by Hospitality Network India for Panocrafts. It is provided for information and does not constitute legal advice. Panocrafts should have the completed document reviewed by a qualified Indian lawyer before publication.