Return & Refund Policy

Every piece on Pchyan is handmade, usually one of a kind, and shipped from the artisan's own home or workshop. For that reason we cannot accept returns or exchanges because you changed your mind.

But if a piece reaches you broken, wrong, or materially different from what was listed, we will replace it or refund you in full, and the return costs you nothing.

What we accept

We will replace or refund a piece that:

• arrived broken, cracked, chipped, or damaged in transit
• is the wrong piece, or the wrong variant of what you ordered
• is materially different from its listing — a different material or technique, or dimensions outside the ±10% range we publish
• is missing a component that the listing said was included

What we cannot accept

• Change of mind, or the piece not suiting your space
• Natural variation — differences in colour, grain, weave, brushwork, finish, weight or size within ±10% of what was stated. Every piece is made by hand; small differences are the point of it
• Colour may look different from the photographs because of your screen, browser or room lighting
• Props in the photograph — plants, flowers, cloth, food and decorative accessories are styling, and are not included unless the listing lists them
• Damage after delivery — from use, a fall, water, cleaning or unsuitable placement
• Personalised pieces, where the spelling or text you gave us was wrong

How we check a damage claim — and why we ask for a video

This is the part worth reading before your parcel arrives.

We already have half the evidence. Every artisan films your piece as they pack it — one continuous video showing the piece whole and undamaged, and the parcel being sealed. We keep that recording against your order. So if a piece arrives broken, we can prove it left in perfect condition, and the fault lies in transit.

We need the other half from you. Please record a continuous, unedited video as you open the parcel, starting before you break the seal, showing:

1. the sealed parcel from all sides, with the courier label and tracking number readable
2. the seal being cut and the parcel opened
3. the inner packing being removed
4. the piece as it lies, and the damage or the problem, clearly

Do it in one take, without pausing or editing. Your phone camera is fine.

When both videos line up — ours showing it left perfect, yours showing it arrived damaged — your claim is approved straight away. No argument, no back and forth.

If you do not have a video, please still write to us. We will look at your photographs, the courier's condition records, the parcel's handling history and your history with us, and decide fairly. A claim without a video is harder and slower to settle, but it is not automatically refused. Where the fault is ours or the artisan's, you will not be left out of pocket.

Time limits

What By	By when
Tell us there is a problem	within 48 hours of delivery
Send us the unboxing video and photos	within [72] hours of delivery
We decide your claim	within [5] working days of getting your evidence
We arrange pickup, if needed	within [5] working days of approving it

If you were genuinely unable to tell us within 48 hours, write to us anyway and explain - but after that window, the courier will often not entertain a transit claim, which limits what we can do.

How to raise a claim

Write to [support email] or message [WhatsApp number] with:

• your order number
• what is wrong, in a line or two
• your unboxing video
• photographs of the piece, the inner packing, and the outer carton including the courier label

Please keep the piece and all its packaging until we close the claim. The courier may ask to inspect them.

What you get

We will offer and discuss with you:

• a replacement of the same piece, where the artisan can remake it
• a comparable alternative piece of the same value, where it cannot be remade
• a full refund of what you paid for that piece

Most of our pieces are one of a kind and cannot be remade identically. Where that is so, a full refund is the default.

Return shipping

It costs you nothing. If we approve your claim, we arrange a reverse pickup from your address. Where your PIN code is not serviceable for pickup, we will ask you to send it back and we will reimburse the actual courier cost.

You will never be asked to pay to return a piece that arrived damaged or wrong.

Condition on return

Please send the piece back as it arrived, with its tags, care card, certificates, inner packing and outer carton. We may refuse a piece that has been used, washed, altered or damaged further after delivery.

Your refund

We start the refund within [2] working days of approving your claim — or of receiving the piece back, where we asked for it to be returned.

It goes to your original payment method. Your bank or card issuer then usually takes 5–7 working days to credit it, and that part is out of our hands.

We do not refund to a different account, in cash, or as store credit — unless you ask for store credit and we agree in writing.

Made-to-order and personalised pieces

This policy applies in full if a commissioned piece arrives damaged, is the wrong piece, or differs materially from the design you approved. It does not apply if you simply no longer want a design you approved, or if the spelling you gave us was wrong.

Still not happy

Write to our Grievance Officer at tumharipchyan@gmail.com. We acknowledge every complaint within 48 hours and resolve it within [15] days. You can also contact the National Consumer Helpline on 1915.

This policy forms part of our Terms & Conditions.