Returns & Refunds Policy

Made-to-order policy that reduces waste

Since we create each product specifically for you (made-to-order), we kindly ask that you carefully consider your purchase before placing an order. This approach helps us minimize waste and ensure a sustainable production cycle.

So, please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Unless your product arrives damaged, we'd be unable to offer return or refunds.

That said, your happiness is our priority. If your item arrives damaged, please email us within 3 days of delivery at thehraavstudio@gmail.com. We'll work diligently to resolve the issue.

Eligibility for return/refund

To be eligible for a return, your item and all accompanying collaterals must be unused and in the same condition that you received it. It must also be in the original packaging.

Return process (if applicable)

1. Contact us: Initiate a return request within 3 days of delivery by emailing thehraastudio@gmail.com and mention your order ID.
2. Documentation: Attach a receipt or proof of purchase, along with clear pictures or videos showcasing the damage.
3. Inspection and approval: Once we review your request and documentation, we'll notify you via email regarding the approval or rejection of your return.
4. Approved returns and refunds: 
1. Upon approval, you'll be provided with a return address for shipping the damaged product. Please note: You will initially cover the return shipping costs. We will then add this amount to your final refund.
2. Once we receive the returned item, we'll process a full refund (including the original shipping cost) as an e-gift card via email.
3. Unfortunately, we do not offer cash refunds to avoid the hassle/risk of late or missing refunds. Don't worry! The e-gift cards are valid for up to 2 calendar years and can be shared or passed on to someone else.
5. Rejected returns: If no significant damage is found or items are missing, the return request may be rejected. You'll be notified via email.
6. Partial refunds: In specific situations, partial refunds may be offered. In such cases, you get to keep the product.

Non-returnable items

Only regular-priced items may be refunded. Sale items cannot be refunded. Please carefully consider your purchase before ordering.

Exchanges (if applicable)

Exchanges are only available before the product is dispatched (usually within 7-10 days of order placement). You can exchange for the same item, a different item of equal or greater value (you'll cover the price difference), or receive store credit as an e-gift card. Our e-gift cards are delivered immediately via email and are valid up to 2 calendar years.

Orders exceeding 10 days from placement cannot be refunded or exchanged unless they reach you damaged.

If you need to exchange an item, please contact us here as soon as possible.

Cancellations

Due to our made-to-order process, cancellations are only accepted within 3 days of order placement. After this timeframe, cancellations cannot be accommodated.
If you wish to cancel within 3 days, please email us at thehraavstudio@gmail.com.

Orders exceeding 3 days but within 10 days of placement may be eligible for exchange by emailing us at the above email address.

We appreciate your understanding and support in minimising waste through thoughtful purchases.

Thank you :)

By placing an order, you agree to these return and refund terms.