Refund policy

Last updated: September 5, 2026

At Vana Shilp Enterprise Pvt Ltd ("Vana Shilp," "we," "us," or "our"), every piece is handcrafted using traditional lost-wax Dokra casting. We strive to provide transparent and fair cancellation and refund procedures for purchases made on vanashilp.com.

1. Order Cancellations

  • Standard Orders: You may cancel your order free of charge within 24 hours of placing it, provided the order has not already been dispatched. To request a cancellation, email hello@vanashilp.com or message +91 79808 39325with your Order ID.

  • Post-Dispatch: Once an order is dispatched and a tracking number is generated, it cannot be cancelled.

  • Custom & Bespoke Orders: For custom commissions, corporate orders, or personalized pieces, cancellations are only accepted prior to production commencement. Once artisan casting has begun, custom orders cannot be cancelled.

2. Damaged, Defective, or Incorrect Products

Because each Dokra item is individually hand-cast, minor variations in texture, finish, weight, and slight organic marks are natural hallmarks of the craft and are not considered defects. However, if your order arrives damaged, defective, or incorrect:

  • Reporting Window: Notify us within 48 hours of delivery at hello@vanashilp.com or +91 79808 39325.

  • Evidence Required: Please provide your Order ID, clear photos of the defect/damage, and pictures of the outer shipping box (a continuous unboxing video is strongly encouraged to expedite claims).

  • Reverse Pickup: Upon preliminary verification, we will arrange a reverse pickup through our courier partners at no additional cost to you. If reverse pickup is unavailable for your pin code, we will guide you on returning the parcel via a reliable service and reimburse standard shipping charges.

  • Resolution: Once the returned piece is inspected by our team, you can choose between a free replacement (subject to artisan availability) or a 100% full refund.

3. Returns & Exchanges (Change of Mind)

Due to the delicate nature, weight, and artisanal exclusivity of individually cast brass artifacts, we do not accept returns or exchanges for reasons of personal preference or change of mind. We encourage you to review all dimensions, craft descriptions, and high-resolution images, or reach out to our team for additional details prior to placing an order.

4. Refund Timeline & Processing

  • Approval: Refunds are initiated within 2 to 3 business days following either an eligible order cancellation or the physical receipt and quality verification of a returned damaged piece.

  • Credit Cycle: All refunds are credited directly to the original payment source (Credit/Debit Card, Net Banking, or UPI) via our payment partner, Razorpay.

  • Bank Settlement Window: Once initiated by us, it typically takes 5 to 7 business days for the credit to reflect in your bank account, depending on your card issuer or banking institution's settlement cycle.

  • You will receive automated confirmation via email and/or SMS/WhatsApp as soon as your refund has been processed on our system.

5. Customer Support & Redressal

For any cancellation, return, or refund queries, contact:

Vana Shilp Enterprise Pvt Ltd

  • Email: hello@vanashilp.com

  • Phone/WhatsApp: +91 79808 39325

  • Registered Address: Sukritti Apartment, No. B, 1st Floor, College Road, Bolpur, Birbhum, West Bengal – 731204

  • Operating Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST