Once an ordered item has been delivered to the corresponding shipping address, and the customer wants to return it either due to the receipt of a damaged item, or delivery of an incorrect item, we provide a 48-hour window from the time of delivery, to request a return. Please Sign In, go to “My Order”, select the relevant order, click the “Return” button next to it, make the appropriate selections and click “Submit”.
In case such a request is made, our logistics partner will be informed and the contact details of the partner and the customer will be shared with the both of them. The received item must be returned to the logistics partner at the agreed time slot, in the original packaging, or, in case the original packaging is damaged, then the item/s need to be packed properly and handed to the delivery partner along with the original invoice and in the condition as received. Wherever open deliveries are accepted by the logistics partner, the person picking up the item will inspect it before accepting the return. Please ensure that your registered mobile number and order number are clearly written and visible on the returned package. While the vast majority of our customers are genuine, a small minority tend to abuse the returns process, hence the refund to the customers’ account will be issued after validation by the Planet Handcrafted Quality Assurance (QA) team that the item returned is the same as the one shipped to the customer against that particular order.
If the above conditions are met, the refund will be issued to the same payment mode the customer had used for the purchase, within a period of 7 working days after verification by the QA team. In case the item received is different from the item despatched, and / or is not properly packaged leading to further damage to the item, and / or does not contain the original invoice, your registered mobile number and order number, the refund may not be possible. The customer does not have to pay for the return shipping and we have you covered in the unlikely event that you need to make any returns due to receipt of a damaged or incorrect item.
Any customized products, including rugs and carpets, are not eligible for return or refund as they have been custom made as per the customers’ order.