Refund policy

Refund & Return Policy

Last Updated: August 11, 2026

At SVARNA, every piece is carefully selected, crafted, inspected, and packed before it reaches you. We want you to be completely happy with your purchase. If your order arrives damaged, defective, incorrect, or has an issue covered under this policy, we are here to help.

1. Returns & Replacements

We accept return or replacement requests in the following situations:

  • The product was damaged during transit.

  • You received a wrong or different product from what you ordered.

  • The product has a manufacturing defect.

  • The product received is materially different from the description or specifications provided on our website.

Return or replacement requests must be raised within 48 hours of delivery.

For damaged or incorrect products, please contact us at [customer support email] with your order number and clear photographs/videos of:

  • The product received

  • The packaging and shipping label

  • The damaged or defective area

Our team will review the request and confirm the next steps.

2. Products Not Eligible for Return

Returns or replacements will generally not be accepted in the following cases:

  • Change of mind after purchase.

  • Product no longer being required.

  • Minor variations in colour, texture, finish, or appearance that are inherent to handcrafted products.

  • Normal characteristics of brass, metal, stone, wood, or other natural materials.

  • Damage caused after delivery due to improper handling, installation, storage, cleaning, or use.

  • Products that have been modified, altered, repaired, or customised after delivery.

  • Products returned without their original packaging or accessories, where such packaging/accessories are required for safe return.

  • Products showing signs of use beyond reasonable inspection.

  • Clearance, sale, customised, personalised, or made-to-order products, unless they are received damaged, defective, or incorrect.

Because many SVARNA pieces are handcrafted, small variations in texture, tone, patina, dimensions, and finish are not considered defects. These variations are part of the character and uniqueness of each piece.

3. Return & Replacement Process

If your request is approved, SVARNA will provide instructions for returning the product.

Please do not ship the product back to us before receiving confirmation from our team.

Depending on the nature of the issue, we may offer:

  • A replacement of the same product;

  • Repair or resolution of the issue, where appropriate; or

  • A refund, where replacement or repair is not possible.

For approved damaged, defective, or incorrect products, SVARNA will bear the applicable return shipping cost.

4. Refunds

Once the returned product is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, the refund will be processed to the original payment method used for the purchase.

Refund processing time may vary depending on your payment provider or bank. SVARNA is not responsible for delays caused by banks, payment gateways, or other third-party financial institutions.

For Cash on Delivery orders, we may request valid bank account or other payment details to process the refund.

5. Partial Refunds

In certain situations, a partial refund may be offered where:

  • The product has a minor issue that does not materially affect its functionality or appearance; or

  • The customer chooses to retain the product after being informed of the issue.

Any partial refund will be offered only after discussion and agreement with the customer.

6. Exchanges

We currently provide exchanges primarily for products that are:

  • Damaged in transit;

  • Defective; or

  • Incorrectly shipped.

An exchange due solely to a change of preference, colour preference, size preference, or change of mind is not ordinarily available unless specifically stated on the product page.

7. Damaged Packages

We take special care when packing SVARNA products.

If your package appears visibly damaged at the time of delivery, please:

  1. Take photographs/videos of the package before opening it.

  2. Record an unboxing video, where possible.

  3. Check the product immediately after opening.

  4. Contact us within 48 hours of delivery if the product has been damaged.

An unboxing video can significantly help us investigate transit-related damage and process your request quickly.

8. Cancellation

Orders may be cancelled before they are shipped, subject to the order's processing status.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the applicable return provisions of this policy will apply.

For customised, personalised, or made-to-order products, cancellation may not be possible once production has commenced.

9. Important Note on Handcrafted Products

SVARNA celebrates the beauty of handcrafted objects.

Natural variations in:

  • Colour

  • Texture

  • Patina

  • Grain

  • Surface finish

  • Minor dimensions

  • Hand-finished detailing

may occur from one piece to another.

These variations are not considered defects and are part of the handcrafted nature of the product.

Product photographs are intended to represent the product as accurately as possible. However, slight differences may occur due to lighting, photography, screen settings, and the individual characteristics of each handcrafted piece.

10. Contact Us

For any return, replacement, cancellation, or refund-related query, please contact:

SVARNA Customer Support
Email: [customer support email]
Website: svarna.co

Please include your order number in all communications so that we can assist you quickly.

Our Promise

We want every SVARNA piece to arrive safely and become something you are proud to own or gift.

If something isn't right with your order, please reach out to us. We'll review the issue fairly and work with you toward the best possible resolution.