Doulatabad Khanyar, Srinagar, Jammu Kashmir-India
0 $0.00
Refund Policy
Important Notice
At Al-Burj Craft Palace, we take pride in the quality of our authentic Kashmiri handicrafts. This refund policy ensures your satisfaction while protecting the integrity of our handcrafted products.
1. Policy Overview
Al-Burj Craft Palace offers refunds for eligible products within the specified time frame. This policy applies to all purchases made through our website and covers various scenarios including defective products, incorrect orders, and customer satisfaction issues.
Our Commitment: We strive to ensure complete customer satisfaction with every purchase of our premium Kashmiri handicrafts.
Quick Refund Summary
- Refund Window: 7 days from delivery
- Processing Time: 10-14 business days
- Refund Method: Original payment method
- Condition: Items must be unused and in original packaging
2. Refund Eligibility
To be eligible for a refund, the following criteria must be met:
- Time Frame: Request must be initiated within 7 days of delivery
- Product Condition: Items must be unused, unwashed, and in original condition
- Packaging: Original packaging, tags, and certificates of authenticity must be included
- Documentation: Valid proof of purchase (order number or receipt)
- Reason: Valid reason for return (defect, wrong item, size issue, etc.)
3. Time Limits
| Return Reason | Time Limit | Additional Notes |
|---|---|---|
| Defective Product | 30 days | Manufacturing defects covered |
| Wrong Item Received | 7 days | Our error - full refund |
| Size/Fit Issues | 7 days | Applicable to clothing items |
| Customer Dissatisfaction | 7 days | Must be in original condition |
| Damaged in Transit | 48 hours | Must report immediately |
4. Refund Conditions
Product Condition Requirements
- Unused: Products must not show signs of use or wear
- Original Packaging: Items must be in original packaging with all tags attached
- Certificates: Certificate of authenticity must be included (for premium items)
- Accessories: All accessories, documentation, and free gifts must be returned
5. Non-Refundable Items
Items NOT Eligible for Refund
- Custom Orders: Made-to-order or personalized items
- Used Products: Items showing signs of use, wear, or damage
- Special Occasion Items: Items customized for specific events
- Final Sale Items: Products marked as final sale or clearance
- Hygiene Products: Items that cannot be resold for hygiene reasons
- Damaged by Customer: Items damaged through misuse or accident
6. Refund Process
Step-by-Step Refund Process:
1Contact Customer Service
Email us at mail@alburjcraftpalace.com or call our customer service team with your order number and reason for return.
2Return Authorization
We'll provide you with a Return Authorization Number (RAN) and detailed return instructions within 24-48 hours.
3Package Items
Carefully package the items in original packaging with all tags, certificates, and accessories included.
4Ship Items
Ship the package to our return center using the provided address and RAN. We recommend using trackable shipping.
5Inspection & Processing
Upon receiving your return, we'll inspect the items and process your refund within 10-14 business days.
7. Processing Timeline
Refund Processing Timeframes:
- Return Authorization: 24-48 hours after request
- Item Inspection: 3-5 business days after receipt
- Refund Processing: 5-7 business days after approval
- Bank Processing: 3-5 business days (varies by bank)
- Total Timeline: 10-14 business days from item receipt
8. Partial Refunds
Partial refunds may be issued in the following circumstances:
- Minor Defects: Small imperfections that don't affect functionality
- Missing Accessories: When only accessories are missing (not the main product)
- Packaging Issues: When original packaging is damaged but product is intact
- Usage Signs: Minimal signs of use that don't significantly impact value
Partial refund amounts are determined based on the condition of returned items and will be communicated before processing.
9. International Orders
International Refund Policy
- Return Shipping: Customer is responsible for return shipping costs
- Customs Duties: Original customs duties are non-refundable
- Currency: Refunds processed in original transaction currency
- Processing Time: Additional 5-7 days for international refunds
10. Exchanges
We offer exchanges for the following scenarios:
- Size Exchanges: For clothing items within 7 days
- Color Variations: When available in different colors
- Style Preferences: Subject to availability and price difference
- Defective Items: Direct replacement for manufacturing defects
Exchange Process: Follow the same process as returns, but specify "exchange" in your request.
11. Defective Products
Quality Guarantee
All Al-Burj Craft Palace products are quality-checked before shipping. If you receive a defective item:
- Contact us within 30 days of delivery
- Provide photos of the defect
- Receive priority processing
- Get full refund or free replacement
- Return shipping costs covered by us
12. Shipping Costs
Shipping Cost Refund Policy:
- Our Error: Full shipping cost refund (wrong item, defective product)
- Customer Change of Mind: Original shipping costs non-refundable
- Return Shipping: Customer responsibility unless product is defective
- Free Shipping Orders: Actual shipping cost deducted from refund if under minimum order value
13. Contact Information
For all refund-related inquiries, please contact us:
Al-Burj Craft Palace - Customer Service
Email: info@alburjcraftpalace.com
Subject Line: "Refund Request - Order #[Your Order Number]"
Phone: +91-9541560950
Business Hours: Monday - Saturday: 9:00 AM - 6:00 PM IST
Address: Near Gujjar & Bakerwal Girls Hostel, Ground Floor, Room, Doulatabad Khanyar, Srinagar, Jammu & Kashmir, India
Registration Number: 01BPYPH5227L1ZK
Customer Support Promise
Our customer service team is committed to resolving all refund requests fairly and promptly. We understand the value of your investment in our authentic Kashmiri handicrafts and will work to ensure your complete satisfaction.
Response Time: We aim to respond to all refund requests within 24 hours during business days.
Quality Assurance
Every product from Al-Burj Craft Palace comes with our commitment to authenticity and quality. We stand behind our craftsmanship and will make every effort to ensure your satisfaction with your purchase.