Return & Refund Policy

Last updated: April 2026 | Effective from: April 2026

At Mitti.i, every product is handcrafted with care. We want you to love what you receive. If something isn't right, we're here to help.

1. Return Eligibility

Situation	Eligible?	Window
Product arrived damaged or broken	✓ Yes	48 hours from delivery
Wrong product delivered	✓ Yes	48 hours from delivery
Missing items from your order	✓ Yes	48 hours from delivery
Product significantly different from description	✓ Yes	48 hours from delivery
Change of mind / don't like it	✗ No	—
Slight colour/texture variations (handmade nature)	✗ No	—
Used, washed, or altered products	✗ No	—
Opened DIY kits with supplies used	✗ No	—
Custom-designed products (made to your specifications)	✗ No	—

Why no change-of-mind returns? Each piece is handcrafted by artisans. Unlike mass-produced items, handmade pottery cannot be restocked or resold once returned. Please review product images, descriptions, and customisation options carefully before ordering.

About handmade variations: Slight differences in colour, texture, size, and pattern are inherent to handcrafted pottery. These are not defects — they make each piece one-of-a-kind and are not grounds for return.

2. How to Request a Return

1
Document the issue
Take clear photos and/or a short video of the damaged, wrong, or defective product. Include the outer packaging in the photos.
2
Contact us within 48 hours
Email mitti.i.support@gmail.com with your order number, photos/video, and a brief description of the issue. Use subject: Return Request — Order #[your order number]
3
We review your request
Our team will review your claim within 24–48 hours and respond with the next steps.
4
Ship it back (if approved)
We will arrange a reverse pickup through our courier partner at no cost to you.
5
Receive your refund or replacement
Once we receive and inspect the returned item, we will process your refund or send a replacement within 5–7 business days.

Important: Please do not ship any product back without prior approval from our team. Unauthorised returns will not be accepted or refunded.

3. Refund Details

3.1 Refund Methods

Original Payment Method	Refund To	Timeline
UPI / Cards / Net Banking / Wallets	Original payment method via Razorpay	5–7 business days
Cash on Delivery (COD)	Bank transfer (NEFT/IMPS) to your account	7–10 business days

3.2 Refund Amounts

Damaged/wrong product: Full refund including any shipping charges paid.
Missing items: Refund for the missing item(s) or replacement shipment at no extra cost.
Order cancellation (before dispatch): Full refund.
COD order refused at delivery: No refund applicable. Repeated refusal may result in COD being disabled for your account.

3.3 Partial Refunds

In some cases, a partial refund may be offered for minor damage that does not significantly affect usability. This will be discussed with you before processing.

4. Replacements

If your product arrived damaged or wrong, you may choose a replacement instead of a refund (subject to stock availability).
Replacements are shipped free of cost.
If the same product is unavailable, we will offer an alternative of equal or greater value, or a full refund.

5. Non-Returnable Items

The following cannot be returned or refunded under any circumstances:

Custom-designed products made to your specifications (colour, pattern, design choices).
DIY kits where packaging has been opened and supplies have been used.
Products damaged due to misuse, mishandling, or improper storage after delivery.
Free gifts, promotional items, or items received as part of a bundle discount.

6. Damaged During Delivery

If your product arrives damaged:

Do not discard the product or packaging.
Take photos of the damaged item and outer packaging (including the shipping label).
Email us at mitti.i.support@gmail.com within 48 hours of delivery.
We will arrange a return pickup and send a replacement or full refund — your choice.

Tip: We recommend recording a short video while unboxing your order. This serves as proof in case of transit damage and helps us process your claim faster.

7. Cancellation Policy

When	Can You Cancel?	Refund
Before order is dispatched	✓ Yes	Full refund within 5–7 business days
After dispatch, before delivery	✗ No	You may refuse delivery (return charges may apply)
After delivery	✗ No	Only if eligible under return conditions above
Custom products (in production)	✗ No	Custom orders cannot be cancelled once production begins

To cancel an order before dispatch, email us at mitti.i.support@gmail.com with your order number, or cancel from your account under "My Orders".

8. Shipping Costs for Returns

Damaged/wrong product: Return shipping is free. We arrange a courier pickup.
Customer-initiated returns (if approved): Return shipping cost may be borne by the customer unless otherwise agreed.

9. Contact for Returns & Refunds

Email: mitti.i.support@gmail.com
Subject line: Return Request — Order #[your order number]
Include: Order number, photos/video of the issue, your preferred resolution (refund or replacement)

We respond to all return requests within 24–48 hours.