Returns, Refunds & Exchange Policy

At Folktales, we want every product to reach you in excellent condition. This policy explains when a product may be returned or exchanged and how eligible refunds are processed.

1. RETURN OR EXCHANGE WINDOW

An eligible return or exchange request must be submitted within XXX days of the product being delivered.

Requests received after the applicable return window may not be accepted, except where required under applicable law.

2. ELIGIBILITY CONDITIONS

A return or exchange may be accepted if:

• An incorrect product was delivered
• The product arrived damaged or defective
• An item or component is missing from the package
• The product is materially different from its website description
• A return is otherwise permitted for that product

To qualify for a return or exchange, the product should:

• Be unused, unworn, unwashed, and undamaged by the customer
• Be returned in its original packaging
• Include all tags, labels, certificates, accessories, manuals, and complimentary items
• Be accompanied by the order number or valid purchase proof

The product may be inspected before the return, exchange, or refund is approved.

3. NON-RETURNABLE PRODUCTS

Unless damaged, defective, or incorrectly delivered, the following may not be eligible for return or exchange:

• Personalised or customised products
• Products made specifically on customer request
• Engraved, monogrammed, or name-personalised products
• Gift cards or digital vouchers
• Products marked “Final Sale” or “Non-Returnable”
• Products damaged through misuse, negligence, or improper handling
• Products showing signs of use, washing, alteration, or wear
• Products returned without their original packaging, tags, accessories, or certificates
• Products that cannot be returned for hygiene, safety, or cultural sanctity reasons, where clearly disclosed on the product page
• Bulk or corporate gifting orders, unless otherwise agreed in writing

4. HANDCRAFTED PRODUCT VARIATIONS

Many Folktales products may be handcrafted, hand-painted, hand-finished, or made using natural materials and traditional techniques.

Minor variations in colour, texture, pattern, size, finish, brushwork, grain, or craftsmanship are natural characteristics of such products. These variations make each product unique and will not ordinarily be considered defects.

Colours may also appear slightly different because of screen settings, lighting, photography, and display calibration.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If you receive a damaged, defective, incomplete, or incorrect product, please contact us within XXX hours/days of delivery.

Please provide:

• Order number
• Clear photographs of the received product
• Photographs of the outer and inner packaging
• Photograph of the shipping label
• A short description of the issue
• An unpacking video, if available

An unpacking video can assist us in investigating transit-related damage, but each complaint will be assessed on the available information and applicable circumstances.

6. HOW TO REQUEST A RETURN OR EXCHANGE

To raise a request, contact us at XXX or through XXX and provide the required order details.

Please do not send a product back without receiving return instructions or approval from our support team. Unauthorised returns may not be accepted.

Once the request is approved, we will communicate the return pickup or self-shipping instructions.

7. RETURN SHIPPING

For a verified damaged, defective, incomplete, or incorrect product, Folktales will ordinarily arrange or reimburse reasonable return shipping, subject to approval.

For other eligible returns or exchanges, return shipping and reshipping charges may be payable by the customer. The applicable amount will be communicated before the request is processed.

If reverse pickup is unavailable at the customer’s location, the customer may be required to ship the product using a trackable courier service to the address provided by us.

8. INSPECTION OF RETURNED PRODUCTS

Returned products are subject to a quality inspection after they reach us.

A return may be declined if the product:

• Has been used, washed, altered, or damaged after delivery
• Is missing packaging, tags, certificates, accessories, or complimentary items
• Does not match the item originally delivered
• Does not satisfy the conditions mentioned in this policy

If a return is rejected after inspection, the product may be sent back to the customer after payment of the applicable shipping charges.

9. EXCHANGES

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer:

• An alternative product
• Store credit
• A refund through the original payment method

Any price difference and additional shipping charges may be payable for an exchange to a higher-value product.

10. REFUNDS

Once an eligible return has been received, inspected, and approved, the refund will generally be initiated within XXX business days.

Refunds will usually be issued to the original payment method. The time required for the amount to reflect may vary depending on the bank, card issuer, payment gateway, or financial institution.

For Cash on Delivery orders, eligible refunds may be processed through bank transfer, UPI, store credit, or another method communicated by us. Customers may be required to provide accurate refund details.

11. SHIPPING AND OTHER CHARGES

Original shipping charges, gift-wrapping charges, convenience fees, payment gateway charges, COD charges, customs duties, and other non-product charges may be non-refundable unless the return arises from an error by Folktales or the product was received damaged or defective.

12. COMPLIMENTARY PRODUCTS AND OFFERS

If an order included a complimentary gift or promotional product, it must also be returned in unused condition if the underlying order no longer qualifies for that offer.

If the complimentary item is not returned, its value may be deducted from the refund.

For products purchased under a “Buy X Get Y” or bundled offer, the entire qualifying set may need to be returned unless otherwise approved.

13. REFUND DELAYS

If an approved refund has not reflected after the communicated timeline, please contact your bank or payment provider first. You may then contact us at XXX with your order and refund details for further assistance.

14. CONTACT US

Folktales
Email: XXX
Phone/WhatsApp: XXX
Customer Support Hours: XXX
Return Address: XXX