Casa Carigar - Refund & Exchange Policy

REFUND & EXCHANGE POLICY

This Refund & Exchange Policy (“Policy”) will be effective from 1st January 2026 (“Effective Date”).

This Refund & Exchange Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Casa Carigar Decor Private Limited (the “Company” or “Casa Carigar”), a consumer-facing entity engaged in the online sale of handcrafted home décor, furniture, and lifestyle products under its flagship label Casa Carigar.

The Company is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy seeks to provide clarity and consistency in the handling of refunds and exchanges, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.

WHEREAS

The Company, operating under the brand name Casa Carigar, recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;

The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;

In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing return and exchange requests, refund claims, credit notes, and reverse shipping procedures;

This Policy applies to all customers purchasing products from Casa Carigar’s website, or other authorized sales channels, and outlines the rights and responsibilities of both the consumer and the Company with respect to exchanges, refunds, shipping logistics, and grievance escalation.

NOW THEREFORE, the Company, through its brand Casa Carigar, hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.

DEFINITIONS AND INTERPRETATION

Definitions

In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

“Act” shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments or rules issued thereunder, which govern the rights and obligations of consumers and sellers in India.

“Customer” shall mean any individual or entity that has purchased or placed an order for products offered by Casa Carigar through its official website, or any other authorized sales channel.

“Exchange” shall mean the process through which a Customer returns a Product in accordance with the terms of this Policy and receives either (i) a replacement of the same Product, if available, or (ii) a refund/store credit of equivalent value, subject to inspection and eligibility.

“Credit Note” or “Store Credit” shall mean a unique, non-transferable, one-time-use value issued by the Company in lieu of a monetary refund, which can be redeemed against future purchases from Casa Carigar for the same value as the returned Product.

“Return Request” shall mean a formal request initiated by the Customer within the prescribed timeline to return or exchange an eligible Product, subject to compliance with the conditions of this Policy.

“Reverse Shipping” shall mean the process of sending the Product back to the Company, either through a reverse pickup arranged by Casa Carigar or by the Customer self-shipping the Product via a reliable courier service. Cost responsibility shall be determined as per this Policy.

“Eligible Product” shall mean a Product that qualifies for return or exchange under this Policy, provided it is unused, undamaged, and returned with original packaging, protective materials, tags, and accessories intact.

“Non-Returnable Product” shall mean Products expressly excluded from return or exchange due to customization, made-to-order nature, hygiene/safety reasons, or other commercial considerations, as notified by the Company from time to time.

“Grievance Redressal Officer” or “GRO” shall mean the officer designated by the Company for addressing and resolving consumer complaints, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

“Products” or “Product” shall mean home décor, furniture, lifestyle goods, and any other handcrafted merchandise offered for sale by the Company on its official website or other authorized platforms.

Interpretation

In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.

Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.

References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.

Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings

Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.

The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.

All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

PURPOSE

The purpose of this Refund & Exchange Policy (“Policy”) is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges and refunds. This Policy is designed to ensure that customers of Casa Carigar Decor Private Limited (the “Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered Product due to damage in transit, manufacturing defect, incorrect fulfillment, or other legitimate concerns qualifying for exchange or refund. The Policy is further aimed at aligning the Company’s return and refund practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.

This Policy also reinforces the Company’s commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds, exchanges, and shipping responsibilities. The Company or customer may adopt either a refund-to-original payment method or a non-cash refund model (Credit Note/Store Credit) equivalent to the value of the returned Product, (Business to confirm default method). Additionally, this Policy outlines the role of the Customer in facilitating the return process, including the responsibility for reverse shipping in certain scenarios, and prescribes the timelines, conditions, and procedural requirements for initiating a valid return or exchange.

In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.

PROCESSING TIMELINE

All customer orders are generally processed within 24 to 72 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays, unless otherwise specified on the product page. This period accounts for the additional care required in preparing, packaging, and quality-checking handcrafted and fragile Products.

Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or return/exchange timelines under this Policy. For ready-made Products, processing shall ordinarily be completed within 24–72 hours of order confirmation. For custom or vendor-dependent Products, processing timelines shall be based on the lead time communicated by the vendor, together with a reasonable buffer period determined by the Company.

Late delivery notice: If the Company anticipates a delay in processing an order beyond the standard timeline, the Customer shall be notified of such delay at least one (1) working day in advance. This clause applies only to delays in processing prior to dispatch and does not cover delays arising after the order has been handed over to third-party logistics providers.

SCOPE OF THE ELIGIBILITY FOR EXHCHANGE

The Customers may request an exchange for eligible Products purchased from Casa Carigar, subject to the terms and conditions outlined in this Policy. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified herein. The Company reserves the right to inspect returned Products and accept or reject exchange requests at its sole discretion, based on the condition of the returned goods and compliance with the prescribed timeline and procedure.

A product shall be eligible for exchange only if all the following conditions are satisfied:

CRITERION	REQUIREMENT
Condition of Product	The Product must be unused, undamaged, and returned in its original packaging with all protective materials, labels, certificates, and accessories intact. Ready-made Products may be returned only where they are defective, damaged, or incorrectly delivered, subject to the Company’s return process. However, custom-made or bespoke Products are not eligible for return or exchange under any circumstances.
Purpose of Exchange	Exchanges will be accepted only for: (i) defective or damaged Products, or (ii) incorrect Products delivered. Requests for preference, order variation, or change of mind shall not be entertained.
Timeframe for Exchange Request	The Customer must initiate the exchange request within 7 days from the date of delivery of the Product, by writing to the designated email ID or through the Company’s exchange portal (if available).
Return Dispatch Timeline	Once the exchange request is approved, the Company shall arrange for the reverse pickup of the Product within 3 calendar days from the date of such approval.
Proof of Delivery & Packaging	The Customer must provide a valid shipment tracking ID and may be requested to share an unboxing video and/or photographs for validation in case of product damage or defect.
Non-Returnable Products	Products expressly excluded under Clause 5 (Non-Returnable Products), including customized or made-to-order Products and those with natural variations in material/finish.
Reverse Shipping Responsibility	For defective/damaged Products, the Company will arrange or bear the cost of reverse shipping (subject to serviceability of the pin code). For other exchange requests, the Customer shall bear the full cost and responsibility of returning the item via a reliable courier service.
Original Invoice	A copy of the original invoice or order confirmation must be included in the return parcel.

Any Product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without issuance of a credit note, refund, or replacement. The Company shall not be liable for any Products lost or damaged during the return transit initiated by the Customer.

NON ELIGIBLITY FOR EXCHANGE

Casa Carigar is committed to maintaining high standards of craftsmanship, quality, and customer satisfaction in all product purchases. However, to ensure fairness, operational efficiency, and respect for the handmade nature of its Products, certain circumstances render Products ineligible for exchange. Customers are advised to carefully review the following exclusions prior to placing an order or initiating any exchange request.

An exchange shall not be permitted under the following conditions:

Used or damaged Products: Products that show any signs of use, installation, alteration, staining, or mishandling after delivery will be automatically disqualified from exchange.
Made to order and customised item.
Missing original packaging or documentation: Products returned without original packaging, protective wrapping, accessories, certificates, invoices, or Casa Carigar tags/labels shall be considered non-exchangeable.
Late exchange request: Exchange requests must be raised within 7 days of delivery. Any request made after this period shall be considered invalid, unless the Company’s support team, at its sole discretion, agrees to accept the delayed request for reverse shipment. Customers are required to contact the Company’s support team directly for such requests.
Customer-induced damage: Products damaged due to improper handling, exposure to water, chemicals, fire, or physical force will not be accepted for exchange.
Multiple requests for the same order: Only one exchange per order is permitted. Multiple or repeated requests for the same Product or Order ID shall not be processed.
Non-returnable or final sale Products: Products expressly marked as “Final Sale,” “Non-Returnable,” customized, or made-to-order at the time of purchase shall not qualify for exchange.
Natural variations in handcrafted Products: Due to the artisanal nature of Casa Carigar’s merchandise, minor variations in color, texture, grain, weaving, or finishing that are inherent to handcrafted processes shall not be considered defects and shall not qualify for exchange.

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE SHALL BE RETURNED TO THE CUSTOMER, AND NO CREDIT NOTE OR PROMO CODE/REFUND WILL BE ISSUED IN SUCH CASES.

Wrong Item Delivered: If a wrong Product (in terms of type, design, or variation) is delivered but not reported within the 7 days exchange window along with the required photographs/video evidence, the request shall not be entertained.

Inventory Unavailability: In cases where an approved exchange cannot be fulfilled due to stock unavailability, the Company shall issue a refund or Store Credit/Credit Note. The Customer may not insist on an alternate exchange beyond the available options.

PROCESS OF EXCHANGE, STEP BY STEP

Casa Carigar provides a structured and customer-friendly exchange mechanism for eligible Product purchases, subject to the terms of this Policy. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:

STEPS	ACTION	DESCRIPTION
Step 1	Initiate Exchange Request	Within 7 days of delivery, the Customer must email support@casacarigar.com with the subject line: “Exchange Request – [Order ID]”. The email should include: (a) Clear reason for exchange (e.g., defective item, wrong item delivered); (b) Photographs of the Product with all original tags, packaging, and invoice; (c) Copy of the order invoice or confirmation email; (d) An unboxing video showing sealed package opening (preferred), or additional photos if video is unavailable.
Step 2	Review & Approval	Upon receipt, Casa Carigar will review the exchange request within 2 business days and notify the Customer whether the request has been approved or rejected, based on eligibility under this Policy.
Step 3	Return Shipping	Once approved, the Customer must return the Product within 3 calendar days of approval. If the pin code is serviceable, Casa Carigar will arrange reverse pickup at no cost (for defective/wrong item). If not serviceable, the Customer must self-ship the Product using a trusted courier and provide tracking details. For non-defective exchanges, the Customer shall bear the reverse shipping cost. The return package must include the Product in unused condition, all original packaging and accessories, and the invoice.
Step 4	Inspection & Verification	Upon receipt of the returned Product, Casa Carigar will inspect it for compliance with this Policy. This process may take up to 3 business days from the date of receipt at our warehouse.
Step 5	Refund/Store Credit/Replacement	If the returned Product passes inspection: Casa Carigar will dispatch the replacement (same SKU), subject to availability; or If unavailable, issue a choice to customer to receive refund at original payment method or Store Credit/Credit Note of equivalent value, valid for future purchases.
Step 6	Exchange Timeline	All approved exchange requests will be processed and completed within 7 to 10 business days from the date of receiving the returned Product.

Additional Provisions:

Exchange shall be permitted only once per order.
Exchange requests raised through any mode other than email or outside the stipulated timelines shall be considered invalid.
The Company shall not be responsible for any loss, damage, or delay during return transit if the return is arranged by the Customer.
The Customer must ensure Products are securely packed to prevent damage in transit; Products received in damaged condition due to inadequate packaging shall be deemed ineligible for exchange.

CREDIT NOTE/PROMO CODE POLICY

The company either:

Issue refunds to the original mode of payment after deducting platform fees and packaging cost, or
Issue non-cash refunds in the form of a Credit Note (also referred to as Store Credit or PromoCode).

Issuance of Credit Note: Upon successful inspection and approval of the returned Product in accordance with Clause 6 (Exchange Process), the Company shall issue a unique, non-transferable Credit Note/Promo Code to the Customer. Such Credit Note shall represent the equivalent monetary value of the returned Product, excluding shipping charges, and will be delivered to the Customer’s registered email address.

The promo code shall be:

Linked to the original order ID and customer account;
Issued only after the product has passed the internal quality inspection process;
Restricted to a single use and cannot be split or combined with other codes or promotions;
Applicable exclusively on future purchases made through Casa Carigar’s official website or other authorized sales channels.

The Company shall endeavor to issue the Credit Note within a maximum of two (2) business days from the completion of inspection and approval of the returned Product.

Validity and Conditions of Use: The credit note shall remain valid for a period of ninety (90) calendar days from the date of issuance. Customers must utilize the entire value of the promo code within this validity period, after which the code shall automatically expire and cannot be renewed, reissued, or extended under any circumstances. Additional terms of use include:

The Customers must apply the Credit Note at checkout during a new purchase.
The residual balance may be carried forward if the new order value is less than the Credit Note value.
If the new order exceeds the Credit Note value, the Customer shall pay the difference using the available payment methods.
Credit Notes cannot be redeemed for cash, transferred to another Customer, or applied retroactively to previous purchases.

Gift Cards and Tokens: In addition to Credit Notes, the Company may issue Gift Cards or Gift Tokens for promotional or goodwill purposes. Such Gift Cards/Tokens shall:

Be non-refundable once issued;
Be subject to applicable category or purchase restrictions, if any;
Carry a validity period as notified at the time of issuance;
Be redeemable only against eligible purchases made on Casa Carigar’s official website or other authorized platforms; and
Not be convertible into cash or combined with other credits.

The Company shall not be liable for any expired, lost, deleted, inactivated, or unused Credit Notes, Store Credits, or Gift Cards. Customers are responsible for maintaining access to their registered email account and ensuring timely use.

In the event of any grievance, technical error, or failure in the issuance of a Credit Note/Store Credit/Gift Card following an approved exchange, the Customer may raise the concern through the Grievance Redressal Mechanism provided under Clause 10. The Company shall investigate and resolve such issues promptly.

OBLIGATIONS OF THE CUSTOMER

In order to initiate and complete a valid exchange or return request under this Policy, the Customer must comply with the following obligations, which are mandatory and non-negotiable. These obligations are intended to enable Casa Carigar Decor Private Limited (“Company”) to process requests efficiently while safeguarding against misuse, hygiene concerns, and logistical inconsistencies.

The Customer shall ensure that any product being returned to Company for the purpose of exchange is:

In unused, unwashed, and unworn condition;
Free from stains, damage, or scratches, or signs of installation;
Accompanied by all original packaging, protective materials, tags, labels, certificates, and accessories; and
Packed securely in tamper-proof packaging to prevent damage during transit.

The Company reserves the right to reject any return or exchange request if the returned Product fails to meet the above conditions. In such cases, the Product shall be returned to the Customer at their own cost, without issuance of a refund, credit note, or replacement.

Reverse Shipping Responsibility:

For defective/damaged/wrong Products, the Company shall arrange reverse pickup.

To substantiate claims of damage, defect, or incorrect Product delivery, the Customer may be required to provide an unboxing video clearly showing the package being opened from sealed condition until the Product is revealed, along with clear photographs of the Product, invoice, and packaging. Failure to provide such evidence when requested may result in rejection of the claim.

The Customer acknowledges and agrees that original shipping charges paid at the time of purchase are non-refundable, as these are incurred towards third-party logistics services. Further, reverse shipping costs, incidental courier expenses, or other charges borne by the Customer during the return process (except where specifically reimbursed by the Company) shall not be refunded or adjusted against future purchases.

REFUND AND EXCHANGE LIMITATIONS

Casa Carigar adopts a transparent and compliant framework for refunds and exchanges, balancing customer satisfaction with operational efficiency, logistics constraints, and legal obligations. This Clause sets forth the limitations applicable to all refund and exchange transactions initiated under this Policy.

The Company follows a strict refund policy. Under no circumstances shall the Company be required to issue refunds in cash, bank transfer, digital wallet credit, card reversal, or refund, unless expressly approved as a business decision. By default, all approved return transactions shall result in either (i) issuance of a non-transferable Credit Note / Store Credit equivalent to the value of the returned Product (excluding shipping charges), or (ii) refund to the original mode of payment, subject to confirmation by the Company’s management. The terms of such Credit Notes / Store Credits are further set out under Clause 7 of this Policy.

The Customer acknowledges and agrees that all shipping, handling, or delivery charges paid at the time of the original order are non-refundable, regardless of the reason for return or exchange (including but not limited to dissatisfaction, or defect). These charges represent costs incurred towards third-party logistics services and are not included in the value of refund issued by the Company.

Grounds for Rejection: The Company expressly reserves the right to deny or reject any return or exchange request if the returned Product:

Fails to meet the eligibility criteria under Clause 4 (Scope of Eligibility for Exchange) or violates Clause 5 (Non-Eligibility for Exchange);
Is found to be used, washed, altered, stained, installed, or damaged after delivery;
Is returned without original packaging, protective materials, invoice, tags, or accessories; or
Is received beyond the prescribed timelines for initiating or dispatching returns.

In such cases, no refund, Credit Note, or replacement shall be issued, and the Product shall be returned to the Customer at their own cost and risk.

Upon receipt of the returned Product, the Company shall conduct a quality inspection within three (3) business days. If the Product passes inspection, the Company shall endeavor to issue either a Credit Note/Store Credit or refund within two (2) additional business days thereafter. The Company aims to maintain a transparent and time-bound mechanism in line with Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020, which requires e-commerce entities to process returns and refunds in a fair and reasonable manner.

PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

The company is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a formal Grievance Redressal Mechanism to ensure that any dissatisfaction, dispute, or complaint arising in connection with product exchanges, return procedures, or non-issuance of promo codes is resolved efficiently and fairly.

The Company has appointed a designated Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and resolving customer grievances. The details of the Grievance Officer are as follows:

Name:
Designation: Grievance Redressal Officer
Email:
Office Hours:
Postal Address:

Customers who are dissatisfied with any aspect of the exchange process, issuance of credit note, policy implementation, or customer support experience may raise a formal grievance by sending a written complaint via email to the GRO at [Email id]

The written grievance must include:

Full name of the customer
Order ID and product details
Nature of the complaint or issue faced
Copies of relevant communication, if any
Contact information for further communication

The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours of submission and shall endeavor to resolve the grievance within 15 (fifteen) days from the date of receipt, in accordance with the timelines prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

If additional time is required for resolution due to the complexity of the issue or involvement of third parties (such as logistics partners), the customer shall be duly informed of the anticipated time of resolution.

GOVERNING LAW & JURISDICTION

This Policy and all matters arising out of or in connection with it, including any claims or disputes, shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.

Subject to Clause 10(g) (Grievance Redressal Escalation), the courts situated New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from or relating to this Policy, the exchange process, or any transactions between the customer and the company.

FORCE MAJEURE AND LOGISTICS DELAYS

The Company shall not be held liable or responsible for any failure or delay in the processing of returns, exchanges, or refunds arising out of circumstances beyond its reasonable control, including but not limited to natural calamities, strikes, lockdowns, war, civil commotion, governmental restrictions, customs hold-ups, disruptions in supply chain, or acts of third-party logistics providers. Once an order or return shipment has been dispatched from the Company’s facility, the responsibility for timely delivery lies with the independent courier or logistics partner, and the Company shall not be liable for delays, losses, or damages caused during transit. Customers are advised to track their consignments through the courier’s tracking system, and the Company shall provide reasonable assistance, without assuming liability, in coordinating with such third-party logistics partners.

ABUSE OR MISUSE OF POLICY

Casa Carigar reserves the right to monitor return and exchange patterns in order to prevent abuse of this Policy. Repeated or unreasonable return requests, failure to provide required documentation such as invoices, photographs, or unboxing videos, or attempts to misuse the return mechanism may lead to rejection of requests at the Company’s discretion. In cases of continued misuse, the Company may, after due review, suspend or restrict the Customer’s account, decline future orders, or deny eligibility for refunds and exchanges. Such measures are necessary to ensure fairness, protect the integrity of the Company’s operations, and safeguard genuine customers from the adverse impact of policy abuse.

AMENDMENT TO THE POLICY

The Company reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of the company and shall take effect immediately upon posting unless otherwise specified. Customers are encouraged to review the Policy periodically to stay informed of any changes.

Continued use of the platform or purchase of products after any changes to the Policy constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, the company may, at its discretion, notify customers via email or other means of communication registered with the Company.

Now Therefore, This Refund & Exchange Policy is effective as of 1st January 2026 and shall remain in force until amended or withdrawn by the Company. It supersedes all prior customer-facing policies, communications, or representations, whether oral or written, concerning the subject matter addressed herein. By placing an order through the company website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.

…End of the Policy

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