Atelier Buyer Protection & Quality Guarantee

Return & Refund Policy

Name: Diya Handicrafts
Address: Opp. Crafts Village, Vellar, Kovalam, Thiruvananthapuram, Kerala, 695527, IN
Telephone: +91 82811 44076
Price range: ₹₹ - ₹₹₹₹

Diya Handicrafts Atelier & Woodcraft Showroom (Vellar, Kovalam, Kerala)

Effective Date: November 1, 2026Last Updated: November 2026

At Diya Handicrafts, every idol, statue, and panel is an authentic, sacred creation hand-chiseled from single blocks of seasoned Kerala timbers (Teak Wood, Kumbil/White Wood, or Rosewood) by Master Artisan Shri Nagappan and our sculptors. Because of the consecrated, sacred, and custom-made nature of traditional hand woodcrafts, we accept returns strictly for defective or damaged-in-transit products. Every item is verified carefully by our team before shipping and confirmed with the customer prior to courier dispatch. Please review our detailed policy terms below.

1. Scope of Returns: Defective & Damaged Items Only

Returns and refunds are accepted strictly for products that arrive with structural manufacturing defects or verifiable physical damage sustained during courier transit.

To uphold the integrity of our master artisan traditions and individualized craftsmanship, returns are NOT accepted for the following circumstances:

Non-Eligible Return Categories

Change of Mind / Dislike: We do not accept returns if a patron simply changes their mind or subjectively dislikes the piece after delivery.
Not as Per Description: All catalog items include accurate dimensions, wood types, and high-resolution photographs. Natural timber grain, annual ring swirls, subtle color hues, and chisel marks are authentic characteristics of handmade woodcrafts and do not constitute a defect or misdescription.
Pre-Dispatch Confirmation: Prior to packaging and dispatch, our team carefully inspects every sculpture and shares high-definition photos/videos with the customer. Once approved and dispatched, subjective variance claims cannot be honored.
Custom Commissions: Sculptures carved to custom patron dimensions, iconography, or finishes are strictly non-returnable once dispatched.

2. Damage Reporting Window & Claim Procedure

In the rare event of transit damage or structural defect, patrons must adhere to the following reporting protocol:

Mandatory Claim Requirements

Reporting Timeline: Any damage or defect must be formally reported within 48 hours (maximum 3 calendar days) of delivery to contact@diyahandicrafts.online or our WhatsApp helpline (+91 82811 44076).
Unboxing Video & Photographs: A continuous, unedited video recorded while opening the outer wooden crate and unwrapping the protective cushioning is required to substantiate transit insurance claims.
Clear Close-ups: Provide high-resolution photographs of the damaged area, the entire sculpture, and the courier shipping label on the crate.
RMA Authorization: Our atelier team will review the claim within 24 to 48 hours. If verified, a Return Merchandise Authorization (RMA) and return dispatch instructions will be issued. Unsolicited returns sent without authorization will not be processed.

3. Return Logistics & Packaging Care

Safe return shipping is essential to preserve the sacred artwork during transit back to our atelier:

Reverse Transit Standards

Original Packaging Required: The sculpture must be securely repacked in its original multi-layered shock cushioning, corner guards, and outer wooden crating to prevent additional transit damage.
Inspection at Atelier: The returned sculpture must be physically received and inspected by our master artisan team at the Kovalam atelier before any refund or replacement is finalized.
Customer Return Verification: If our initial inspection confirms that the reported defect or transit damage occurred prior to delivery, Diya Handicrafts will reimburse reasonable domestic return freight costs.

4. Refund Timeline & Processing Protocol

Refunds are executed promptly upon physical receipt and verification of the returned item:

Refund Conditions & Payout

Refund Timing: Approved refunds are processed within 5 to 7 business days following physical receipt and quality verification at our atelier.
Method of Refund: Refunds are credited back to the original payment method utilized during checkout (Razorpay Net Banking, UPI, Credit/Debit Card).
Alternative Resolution: Patrons may opt for an artisan repair, consecrated replacement carving, or showroom credit in lieu of a monetary refund.

5. Non-Refundable Taxes, Duties & Shipping Fees

In line with international trade and tax regulations, certain statutory charges paid to third-party government bodies or carriers are strictly excluded from refunds:

Excluded Costs

Statutory Taxes & GST: Government taxes (GST) already remitted to the taxation authorities cannot be refunded once the statutory filing period has closed.
International Customs Duties & Tariffs: Any import customs duties, value-added taxes (VAT), entry tariffs, customs inspection fees, or courier brokerage charges paid to foreign governments or border authorities are strictly non-refundable and remain the patron's legal responsibility.
Special Crating & Export Handling: Costs incurred for custom ISPM-15 phytosanitary heat-treatment, chemical fumigation certificates, and heavy-timber export crating are service expenses and are excluded from refunds.

6. Order Cancellation Policy

Cancellations are accommodated under the following conditions:

Cancellation Terms

Catalog Ready-to-Ship Sculptures: Orders for existing catalog carvings may be cancelled within 12 hours of order placement, provided the sculpture has not already been crated and handed to the courier.
Custom Commissions: Custom commissioned carvings cannot be cancelled once raw timber procurement, seasoning, or rough-out sculpting has commenced.

7. Contact Our Atelier for Claims

Diya Handicrafts Atelier & Woodcraft Showroom Opposite Crafts Village, Vellar, Kovalam, Thiruvananthapuram, Kerala 695527, India Email: contact@diyahandicrafts.online Primary Phone / WhatsApp: +91 82811 44076 Secondary Helpline: +91 99465 57484 Official Storefront: https://diyahandicrafts.online

Atelier Returns Department & Showroom

Need to report transit damage or have an inquiry regarding your shipment? Our support team and master craftsmen are here to help:

Diya Handicrafts AtelierOpp. Crafts Village, Vellar, Kovalam, Thiruvananthapuram, Kerala 695527, India

Artisan HelplinesPrimary: +91 82811 44076 Secondary: +91 99465 57484

Claims Emailcontact@diyahandicrafts.online

Atelier TimingsMonday to Sunday: 9:30 AM – 6:30 PM IST

Have questions? Visit our Contact & Support Page →

Diya Handicrafts

Master Woodcraft of Kovalam • Kerala

Preparing authentic temple & devotional sculptures...