Refund policy
"Because our heritage products are handmade, small variations are not imperfections — they are the fingerprint of craft. We do, however, stand fully behind every product we ship."
Return Window
We accept return requests raised within 7 days of delivery for most products. For our Heritage Handmade Collection, the window is 5 days from delivery, given the bespoke nature of these items.
Returns raised after these windows will not be accepted except in cases of seller error or a product safety concern.
What Can and Cannot Be Returned
- Items delivered damaged or broken
- Wrong product delivered
- Significant manufacturing defect
- Item materially different from listing
- Sealed product unopened and unused
- Used or washed items
- Natural colour/texture variation in handmade products
- Items without original packaging
- Customised or personalised products
- Items returned after the window
- Buyer's remorse / change of mind
How to Raise a Return
Contact Us
Email hello@palmandplush.in within the return window with your order number.
Share Evidence
Attach clear photographs of the product and its packaging showing the issue.
Approval
We review within 2 business days and share a Return Authorisation if approved.
Ship Back
Pack securely in original packaging. We arrange pickup where available.
Refund
Processed within 5–7 business days of receiving the returned item.
Refunds
Refund Method
Refunds are credited to the original payment method. UPI and net banking refunds typically reflect within 3–5 business days. Credit/debit card refunds may take 5–10 business days depending on your bank.
Shipping Charges
If the return is due to our error (wrong item, damaged product, manufacturing defect), we bear the return shipping cost in full. If the return is for any other accepted reason, a flat return shipping fee of ₹99 will be deducted from the refund.
COD Orders
Refunds for Cash on Delivery orders will be processed as bank transfers. Please provide your account details when raising the return request.
Exchanges
We currently do not offer direct exchanges. If you need a different size, colour, or product, please raise a return request and place a new order. This ensures faster delivery of what you actually want.
Cancellations
Orders can be cancelled within 24 hours of placement, provided they have not been dispatched. To cancel, email info@palmandplush.com immediately with your order number. Full refunds are issued for valid cancellations. Orders that have already been shipped cannot be cancelled — please follow the return process after delivery.