ORDER CANCELLATION AND RETURN POLICY

Effective Date: 01.12.2025

Introduction

Handmark operates as a marketplace for handmade and customized products created by independent artisans. Due to the handcrafted and often made-to-order nature of products, cancellations, returns, and refunds are subject to specific conditions as outlined below.

For customized or made-to-order products, a minimum advance payment of 50% of the total order value is required at the time of placing the order. This advance amount becomes non-refundable after 24 hours from order placement, as production is initiated by the artisan.

Customised or made-to-order products include items created specifically based on customer-selected designs, measurements, colours, or specifications.

Customers are advised to read this Policy carefully before placing an order.

1. Cancellation Policy

1. Customer-Initiated Cancellation

Customers may cancel an order within 24 hours from the time of order placement (“Cancellation Window”). Once the 24-hour Cancellation Window expires, cancellation shall not be permitted, as artisans begin production after this period.

If an order has been dispatched or marked as “Out for Delivery”, cancellation shall no longer be allowed. In such cases, the customer may refuse delivery, and the terms under the Return / Refusal of Delivery section shall apply.

The applicable cancellation window and charges (if any), as displayed on the product page or order confirmation page, shall be final and binding.

Cancellation after the permitted window shall result in forfeiture of the advance amount or such cancellation charges as communicated on the product page.

2. Seller-Initiated Cancellation

In the event an order is cancelled by the seller due to unforeseen or unavoidable circumstances, a full refund shall be initiated for all prepaid orders.

The Company reserves the right to accept or reject cancellation requests and may modify, waive, or revise cancellation windows and cancellation fees from time to time at its sole discretion.

3. Platform Rights

The Company reserves the right to cancel any order, in whole or in part, for reasons including but not limited to product unavailability, force majeure events, suspected fraudulent activity, violations of the Terms of Use, or logistical constraints.

In all such instances, the customer shall not be charged for the cancelled order. Any prepaid amount shall be refunded within 5–7 business days, and the refund status may be tracked via the Order Details section.

4. Policy Updates and Additional Conditions

The Company’s cancellation, return, and refund policies may be subject to additional reasonable terms and conditions. Such updates shall be communicated periodically through platform notifications or other official communication channels.

4. Structure of the Returns Policy

To be eligible for return consideration, customers must provide clear unpacking / unboxing video and/or photographs showing the product condition at the time of opening the package.

Requests raised without such evidence may be rejected. Minor variations inherent to handmade products shall not be treated as damage or defect.

5. Returns Pick-Up and Processing

Once a return request is approved, the product shall be collected through an authorized pick-up service.

If the customer requests pick-up from a different address, such change shall be subject to serviceability and Company approval.

At the time of pick-up, the authorized executive shall verify that the product meets the following conditions:

Return Eligibility Conditions

The pick-up executive may refuse collection if any of the above conditions are not met.

Refunds (if applicable) shall be processed only after the returned product is received and verified by the seller. Refunds shall be issued to the original mode of payment only.

Handmark reserves the right to restrict excessive or repetitive return requests after evaluation by its authorized team.

6. Return Policy – General Terms

The return or replacement policy displayed on the product detail page shall prevail over this general policy. Not all products within the same category follow identical return rules.

Returns are facilitated by respective sellers and may result in exchange, replacement, or refund, subject to conditions.

7. Refusal of Delivery

If a customer refuses or rejects delivery of an order, delivery and handling charges incurred shall be deducted from the amount paid, and only the remaining balance (if any) shall be refunded.

8. Refund Policy

8.1 Eligibility for Refund

A refund may be initiated only in the following cases:

• Order cancellation approved within the permitted cancellation window
• Seller-initiated cancellation
• Order cancelled by the Company
• Return request approved after verification
• Refusal of delivery (after applicable deductions, if any)

Refunds shall not be issued for products that are non-returnable, customized, or made-to-order, except where expressly stated otherwise.

8.2 Refund Amount Determination

Refunds shall be processed only for eligible orders after verification.

In case of partial refunds or deductions (such as delivery or handling charges), the refunded amount shall be the balance remaining after such deductions.

For customized or made-to-order products, any advance amount that has become non-refundable shall not be refunded once the permitted cancellation window has expired.

Refund amounts shall be determined based on the order value and applicable policy conditions at the time of purchase.

8.3 Mode of Refund

Refunds shall be issued only to the original mode of payment used at the time of placing the order.

Handmark shall not process refunds to any alternate bank account, wallet, or payment instrument.

8.4 Refund Processing Timeline

Approved refunds shall be processed within 5–7 business days from the date of successful verification or approval.

Actual credit timelines may vary depending on the customer’s bank, payment gateway, or financial institution.

8.5 Partial Refunds

Partial refunds may be issued in cases including but not limited to:

• Partial cancellation of an order
• Deduction of delivery or handling charges
• Refunds for partially accepted return requests
• Situations where only some items in an order qualify for refund

8.6 Non-Refundable Situations

Refunds shall not be applicable in the following circumstances:

• Requests made after expiry of the cancellation or return window
• Products returned without required evidence such as unboxing video or photographs
• Products failing return eligibility checks
• Damage caused due to misuse, mishandling, or negligence
• Minor variations inherent to handmade products
• Cases involving fraudulent or abusive behavior

8.7 Finality of Decision

All refund-related decisions taken by Handmark after review and verification shall be final and binding.

9. Policy Updates

Handmark reserves the right to update or modify this Policy at any time. Any changes shall be communicated through the Platform or official channels.