RETURN & REFUND POLICY
Effective Date: January 1, 2026
At DEBALAY, every collection is thoughtfully curated and many of our creations are handcrafted by skilled artisans across India. We are committed to delivering products of exceptional quality and presentation.
As handcrafted products naturally possess unique characteristics, we encourage customers to read this Return & Refund Policy carefully before making a purchase.
This Policy explains the conditions under which Debalay Enterprise, operating under the brand name DEBALAY, accepts returns, replacements, and refunds.
By placing an order through https://debalay.com, you agree to this Policy.
1. Business Information
Legal Business Name
Brand Name
Business Type
Proprietorship
Udyam Registration Number
UDYAM-WB-03-0102176
Trade License (AIN)
210882607200389899
GSTIN
19CVLPA9488E1Z2
Registered Office & Principal Place of Business
Pradeep Garai New Building
College Road, Mankar
Galsi I CD Block
Purba Bardhaman
West Bengal – 713144
India
Customer Support
Email: support@debalay.com
Phone: +91 7439375496
Website: https://debalay.com
2. Our Commitment
Customer satisfaction is important to DEBALAY.
If your order arrives damaged, defective, or incorrect, we will work with you to resolve the issue in a fair and timely manner.
However, due to the handcrafted nature of many of our collections, returns are accepted only under the conditions described in this Policy.
3. Return Eligibility
A return request may be accepted only if:
- The product was damaged during transit.
- An incorrect product was delivered.
- The product received is materially different from the item ordered.
- The product contains a verified manufacturing defect.
All return requests are subject to inspection and approval by DEBALAY.
4. Return Request Timeline
Customers must notify DEBALAY within 48 hours of delivery.
Return requests submitted after this period may not be eligible for review or approval.
To initiate a return, please contact:
Email: support@debalay.com
Phone: +91 7439375496
5. Information Required for Return Requests
To help us process your request efficiently, please provide:
- Order Number
- Customer Name
- Registered Email Address
- Contact Number
- Reason for Return
- Clear photographs of the product
- Photographs of the outer packaging
- Photograph of the shipping label
- A continuous unboxing video, where available
Providing complete information helps us assess the issue quickly.
6. Return Approval Process
Each return request is individually reviewed by our Customer Support and Quality Team.
Approval is based on:
- Eligibility under this Policy
- Condition of the product
- Supporting evidence submitted
- Verification of the reported issue
Submission of a return request does not automatically guarantee approval.
7. Condition of Returned Products
Approved returns must meet the following conditions:
- Product must be unused.
- Product must not show signs of wear or misuse.
- Original packaging must be retained.
- Original tags, accessories, and inserts must be included.
- Original invoice or proof of purchase must accompany the return.
Products returned in an altered or damaged condition (other than the reported issue) may not qualify for a refund or replacement.
8. Handmade Craftsmanship Disclaimer
Every DEBALAY creation reflects the individuality of handmade craftsmanship.
Natural variations in:
- Color
- Texture
- Finish
- Grain
- Pattern
- Surface details
- Dimensions
are inherent characteristics of handcrafted products.
These variations are not defects and are not considered valid reasons for return, replacement, or refund.
9. Non-Returnable Items
The following items are generally not eligible for return:
- Products purchased during clearance or final sale.
- Customized or personalized products.
- Gift cards or digital vouchers.
- Products showing signs of use.
- Products damaged due to improper handling after delivery.
- Products without original packaging.
- Products returned without prior approval.
- Products with natural handcrafted variations.
10. Inspection of Returned Products
Once a returned product is received, it will undergo a quality inspection.
During inspection, we may verify:
- Product condition
- Authenticity
- Packaging
- Reported issue
- Signs of misuse
- Completeness of returned items
The outcome of this inspection determines whether the request qualifies for:
- Refund
- Replacement
- Repair (where applicable)
- Rejection of the claim
Customers will be informed of the inspection outcome as soon as reasonably possible.
11. Return Shipping
If a return request is approved due to:
- Transit damage
- Incorrect product delivered
- Verified manufacturing defect
DEBALAY will provide return instructions.
Customers should not ship products back without receiving return authorization, as unauthorized returns may not be accepted.
Return shipping responsibility and arrangements will depend on the nature of the approved claim and the customer’s location.
12. Refund Approval
If your return request is approved after inspection, DEBALAY will initiate the refund to the original payment method used during the purchase.
Refund eligibility is determined only after:
- Product inspection
- Verification of the reported issue
- Confirmation that the return complies with this Policy
Approval of a return request does not automatically guarantee a refund until the returned product has been successfully inspected.
13. Refund Processing Time
Approved refunds are generally processed within 7–10 business days after the returned product has been received and approved.
The time required for the refunded amount to appear in your account depends on your:
- Bank
- Credit card issuer
- Payment provider
- Payment gateway
Processing times may vary between financial institutions.
14. Refund Method
Refunds will be issued only to the original payment method used for the purchase.
Depending on the payment method, refunds may be processed through:
- Credit Card
- Debit Card
- UPI
- Net Banking
- Digital Wallet
- Other supported payment methods
Cash refunds are not available for online purchases.
15. Replacement Policy
Where appropriate, DEBALAY may offer a replacement instead of a refund.
Replacement requests may be approved for:
- Products damaged during shipping
- Incorrect products delivered
- Verified manufacturing defects
Replacement products are subject to stock availability.
If the original item is unavailable, DEBALAY may, at its discretion:
- Offer an alternative product of comparable value, or
- Process an eligible refund.
16. Exchange Policy
At present, DEBALAY does not offer exchanges based on:
- Personal preference
- Change of mind
- Different color preference
- Different size preference
- Different design preference
Customers wishing to purchase another product may place a new order separately.
17. International Returns
International return requests are accepted only where permitted under this Policy.
Customers outside India are responsible for:
- Export documentation
- Return shipping arrangements
- Customs procedures
- Applicable duties and taxes associated with returning the shipment
Return shipping costs for international orders are generally the responsibility of the customer unless the return results from an error by DEBALAY.
18. Return Shipping Costs
Where a return is approved due to:
- Shipping damage
- Incorrect product delivered
- Verified manufacturing defect
DEBALAY may bear or reimburse reasonable return shipping costs, subject to prior approval.
For all other approved returns, return shipping costs remain the responsibility of the customer unless otherwise agreed in writing.
19. Refused Deliveries
If a customer refuses delivery without a valid reason under this Policy, or fails to accept delivery after reasonable courier attempts, the order may be returned to DEBALAY.
In such cases:
- Original shipping charges are non-refundable.
- Return shipping costs, customs duties, or handling fees incurred may be deducted from any eligible refund.
20. Fraudulent or Abusive Claims
DEBALAY reserves the right to reject return, replacement, or refund requests that are found to involve:
- False claims
- Misrepresentation
- Intentional product damage
- Repeated abuse of return policies
- Fraudulent activity
Where necessary, DEBALAY may take appropriate legal action to protect its business and customers.
21. Limitation of Liability
DEBALAY’s responsibility in relation to any approved return or refund shall be limited to:
- Replacement of the affected product, or
- Refund of the purchase price paid for the affected product,
as determined by DEBALAY in accordance with this Policy and applicable law.
DEBALAY shall not be liable for:
- Indirect or consequential losses
- Loss of profits
- Business interruption
- Emotional distress
- Delays caused by third-party logistics providers
- Customs delays or import restrictions
Nothing in this Policy limits any rights available to consumers under applicable consumer protection laws.
22. Relationship with Other Policies
This Return & Refund Policy should be read together with our:
- Terms & Conditions
- Shipping Policy
- Return & Refund Policy
- Cancellation Policy
- Contact Us
- Website Disclaimer
In the event of any inconsistency, the provisions of applicable consumer protection laws shall prevail.
23. Policy Updates
Debalay Enterprise reserves the right to modify or update this Return & Refund Policy at any time.
Any changes will be published on this page with a revised Effective Date.
Continued use of the Website after such updates constitutes acceptance of the revised Policy.
24. Contact Us
For any questions regarding returns, refunds, replacements, or damaged products, please contact us.
Debalay Enterprise
Brand Name: DEBALAY
Registered Office & Principal Place of Business
Pradeep Garai New Building
College Road, Mankar
Galsi I CD Block
Purba Bardhaman
West Bengal – 713144
India
Customer Support
Email: support@debalay.com
Phone: +91 7439375496
Website: https://debalay.com
Business Hours:
Monday – Saturday
10:00 AM – 6:00 PM (IST)
Closing Statement
At DEBALAY, every collection is thoughtfully curated with deep respect for craftsmanship, culture, and quality. We are committed to resolving genuine concerns fairly while preserving the integrity of our handcrafted creations.
Thank you for choosing DEBALAY.