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Returns & Refunds policy

1. Our Commitment

At TerraLuxe / Heritage Crafts, we stand behind the quality of every handcrafted product we sell. If you are not completely satisfied with your purchase, we're here to help.

2. Eligibility for Returns

We accept returns under the following conditions:

  • The return request is raised within 7 days of delivery.

  • The item is unused, unwashed, and in its original condition and packaging.

  • The item is accompanied by proof of purchase (order confirmation or invoice).

Items not eligible for return:

  • Customised or personalised orders (made-to-order items)

  • Items marked as "Final Sale" or "Non-Returnable" on the product page

  • Products damaged due to misuse, improper care, or normal wear and tear

  • Items returned after the 7-day window

3. Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect:

  • Email us at support@heritagecraftshop.com within 48 hours of delivery.

  • Include your order number, a clear description, and photographs of the item and packaging.

  • We will assess the claim and offer a replacement, exchange, or full refund at our discretion.

4. How to Initiate a Return

  1. Email support@heritagecraftshop.com with subject line: "Return Request – Order #[Your Order Number]"

  2. Include your name, order number, reason for return, and supporting photos if applicable.

  3. Await our confirmation and return shipping instructions (usually within 2 business days).

  4. Ship the item back using a trackable courier. Return shipping costs are borne by the customer unless the return is due to our error.

5. Refund Processing

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds are processed within 7–10 business days to the original payment method.

  • Bank processing times may vary. If you have not received your refund after 10 business days, please check with your bank before contacting us.

6. Exchanges

We offer exchanges for items of equal or lesser value, subject to stock availability. To request an exchange, follow the same process as a return and indicate your preferred replacement item.

7. Cancellations

  • Orders may be cancelled within 24 hours of placement, provided they have not yet been dispatched.

  • To cancel, email support@heritagecraftshop.com immediately with your order number.

  • Once an order has been dispatched, it cannot be cancelled - you may initiate a return upon delivery instead.

8. Contact for Returns

Email: business@heritagecraftshop.com
Response time: Within 2 business days