Refund policy

🔁 Return & Refund Policy

Effective Date: 01/04/2025

At Tales on Wood, every product is handcrafted with love, precision, and personalization. We value your trust and strive to provide a transparent, fair, and secure shopping experience.

🪵 1. About Our Products

All items from Tales on Wood are custom-made using natural materials. Every piece carries its own unique wood grain, color tone, and texture. These natural variations are part of the beauty of handmade craftsmanship — not manufacturing defects.

💰 2. Payment Terms

We offer two payment options:

Advance Payment (30%) — to begin stencil and sketch creation.
Full Payment (100%) — paid upfront for faster dispatch.

Once advance payment is received, our artists begin creating your custom stencil design.
After stencil confirmation, the remaining 70% payment is required before production and dispatch.

⚠️ Important:

The advance amount is non-refundable once the stencil or sketching process begins.
If you cannot pay the remaining amount, you may:
- Replace your order with another product of equal or close value, or
- Treat the amount as a deposit for a future order.

By making an advance payment, you agree to complete the remaining payment upon stencil approval.

📦 3. Return Policy

We want you to be delighted with your purchase. If there’s an issue, we’re here to help.

Eligibility: Returns are accepted only in cases of transit damage, wrong product, or manufacturing defect.
Window: Return requests must be raised within 3 days of delivery.
Condition: Product must be unused, in original packaging, with all tags intact.
Free Pickup: We provide free reverse pickup for approved return cases.
No Fees: We do not charge restocking fees or additional deductions.

🔄 4. Replacements or Credits

Once your return is verified and approved:

We will replace the product with the same or similar item (minor wood grain variations may occur), or
Offer a store credit of equal value for your next order.

Refunds are not provided for custom-made or approved stencil designs.

🛡️ 5. Tales on Wood – Money Back Promise

Your payments are 100% secure through Razorpay, our trusted payment partner. Shop confidently knowing your order is protected by Razorpay’s Buyer Protection Guarantee.

✅ What’s Covered?

🚚 Non-Delivery – If your order never arrives.
📦 Damaged / Wrong Product – If the item is defective or not what you ordered.
📝 Mismatch – If the product does not match the description or confirmed design.

⏱ Timelines

Claims must be raised within 2 days of delivery.
Once approved, Razorpay processes refunds in 5–10 business days, depending on your payment method.

🔒 Important to Know

Since each product is custom-made, cancellations and refunds (advance or full) are not possible once your sketch is made.
Refunds are applicable only in the following cases:
- Non-delivery
- Damage in transit
- Wrong product
- Major mismatch from approved design
Refunds cannot be requested simply because you didn’t like the stencil, sketch, or wood pattern.
In such cases, you may:
- Request a revised design, or
- Place a new order with updated preferences.
Refunds are processed only through Razorpay’s Money Back Promise.
Tales on Wood cannot issue refunds directly but will fully assist you in raising and escalating your claim with Razorpay for the fastest resolution.
Refunds are not applicable for change-of-mind requests once production begins.
If, in a rare instance, Razorpay fails to process a genuine claim, Tales on Wood will offer a replacement product as a goodwill gesture, once the Razorpay refund case is officially closed.

📞 How to Raise a Claim

If your issue is unresolved with us, you can raise a claim directly through Razorpay’s Buyer Protection portal:
👉 Razorpay Buyer Protection – Money Back Promise

In short:
Your money is safe with Razorpay, and your satisfaction is backed by Tales on Wood.
Either you get your money back through Razorpay, or we ensure you receive the product you deserve.

🕒 6. Processing Time for Replacements

Replacements for approved claims are shipped within 7–10 working days.
Delays may occur due to remanufacturing or logistics, but our team will keep you informed throughout.

📩 7. How to Request a Return or Report a Problem

Email hello@talesonwood.com within 3 days of delivery.
Attach photos or videos showing the issue.
Wait for verification and pickup confirmation.
Once approved, a replacement or credit will be issued.

💬 8. Need Help?

For any questions or assistance related to your order, returns, or Razorpay claims, reach out to:

📧 hello@talesonwood.com
📍 Tales on Wood, 3, Tales on Wood Manufacturing Unit,
Mukherjee Nagar, Near Soni Aata Chakki, Sikola Bhata, Durg, Chhattisgarh 491001, India