REFUND, RETURN & CANCELLATION POLICY – PRAMA

Last Updated: 29 December 2025

At Prama – Partners in Progress, we take quality and customer satisfaction seriously. As our platform primarily offers handcrafted and made-to-order products, returns are accepted only in specific cases as outlined below.

1. Return Eligibility (Defective Products Only)

Returns are accepted only if the product is defective, including the following situations:

The product arrives damaged during transit
The customer receives an incorrect product
The product has a manufacturing or functional defect

Return requests must be raised within 48 hours of delivery.

To help us assess the issue efficiently, customers are requested to provide:

An unboxing video (preferred but not mandatory)
Clear photographs showing the defect or damage
Order ID and contact details

In cases where sufficient evidence is not provided, additional information may be requested before approval.

2. Non-Returnable Items

Returns are not accepted for the following, unless they fall under defective conditions mentioned above:

Customized or personalized products
Handcrafted products with minor natural variations in color, texture, or finish
Clay, decorative, or fragile items that are not damaged upon delivery
Temple / pooja items
Beauty or cosmetic products
Products without original packaging or accessories
Products showing signs of use or tampering

Natural variations in handcrafted items are not considered defects.

3. Return Approval & Inspection

All return requests are subject to verification.
Products may be inspected by the vendor or Prama’s quality team.
Prama reserves the right to reject return requests that do not meet eligibility criteria.

4. Refund Process

Refunds are issued only after return approval and verification.
Approved refunds are processed to the original payment method used at checkout.
Refund processing time is 5–10 business days after approval.
Bank or payment gateway delays may extend processing time beyond Prama’s control.

Shipping charges, if any, are non-refundable unless the return is due to a verified defect or incorrect product.

5. Order Cancellations

Orders may be cancelled within 2 hours of placement, provided the order has not been shipped.
Once an order is shipped, cancellations are not permitted.
Eligible cancellations will be refunded to the original payment method as per standard timelines.

6. Exchanges

Exchanges are not offered.
Customers may request a return and refund only if the product qualifies under the defective return conditions stated above.

7. Marketplace Disclosure

Prama operates as a marketplace platform connecting customers with independent vendors. While vendors handle product fulfillment, Prama facilitates return coordination, verification, and refund processing in accordance with this policy.

8. Consumer Rights

This policy does not limit or waive any rights available to customers under applicable consumer protection laws in India.

9. Contact for Returns & Refunds

For return or refund assistance, please contact:

Prama – Partners in Progress
📧 Email: inquires@prama-partners-in-progress.com
📞 Phone: +91 94263 37902