Refund, Return & Cancellation Policy
Chotteylal & Sons – www.chotteylal.com
We want every purchase to be a joyful experience. Please read our policy carefully, as different product categories have different terms.
IMPORTANT: Unboxing Video is Mandatory for All Claims
Before you open any package from Chotteylal & Sons, please record a complete, uninterrupted video of yourself unboxing the product.
This is a strict and non-negotiable requirement for raising any claim including damaged products, wrong items, missing items, or any other delivery-related issues. Without a valid unboxing video, we will not be able to process your request, regardless of the nature of the issue.
Why do we require this? As a small homegrown business, we take every order seriously and pack each product with great care. An unboxing video protects both you and us. It helps us verify whether damage occurred during transit and hold the shipping carrier accountable, ensures your claim is processed quickly, and protects against fraudulent claims that harm our ability to serve genuine customers.
What makes a valid unboxing video?
- The video must begin before the outer packaging is opened, clearly showing the sealed box or parcel
- It must be continuous and uninterrupted with no cuts, pauses, or edits
- The full unboxing must be captured, including the condition of inner packaging and the product itself
- The video must be shared with us within 24 hours of delivery
Claims submitted without a valid unboxing video will not be entertained, no exceptions.
A Note on Handcrafted Products & Color Variation
Most of our products are lovingly handcrafted by skilled artisans. Due to the nature of handmade craftsmanship, there may be a 10-15% variation in color, finish, or design between what you see on screen and what you receive. This is not a defect.
We take utmost care to ensure our product photographs are as accurate as possible. For the most true-to-life representation, we recommend viewing the non-AI generated product images available in every listing, which show the actual product in real conditions.
Returns will not be accepted on the basis of minor color or design variation that falls within this range.
Cancellations
Cancellation by Customer You may request a cancellation within 24 hours of placing your order, or before processing begins, whichever is earlier. Once an order has been processed or dispatched, it cannot be cancelled. Customized products including customized chooda covers, boxes, kaleere, gaana covers, and mehendi items cannot be cancelled under any circumstances once the order is confirmed.
Cancellation by Chotteylal & Sons We reserve the right to cancel orders in the following situations: item is out of stock, pricing error on the website, suspected fraud or payment concerns, incomplete or undeliverable address, or non-serviceable delivery location. Where applicable, refunds for such cancellations will be processed within 48 hours.
Silver Coin Orders For all silver coin orders placed on our website, cancellations are not permitted once the order is placed. For customized silver coin orders, design or product changes cannot be accommodated once the order is confirmed.
Returns
Returns are accepted only in cases of genuine manufacturing defects. We do not accept returns for change of mind, minor variation in color or design, or any reason other than a verified manufacturing defect.
General Products (Non-Customized, Non-Silver) Return requests must be raised within 7 days of delivery. To be eligible, the following conditions must be met:
- A genuine manufacturing defect must be present
- A complete, uninterrupted unboxing video must be shared within 24 hours of delivery
- The product must be unused, unaltered, and in its original packaging with all tags intact
Returns raised without an unboxing video will not be processed under any circumstances.
If a return is approved, the customer is responsible for bearing the shipping charges to send the product back to us. Upon receipt and quality verification, a replacement will be dispatched.
Products Not Eligible for Return: Customized products of any kind, Chooda and Kaleera sets, used or worn products, combo sets (partial returns not accepted), orders where delivery was refused by the customer, and products with color or design variation within the 10-15% range described above.
Chooda:
Silver Coin Products: Returns and exchanges are accepted only in cases of genuine manufacturing defects or wrong items received. The claim must be raised within 24 hours of delivery and must be supported by a complete, uninterrupted unboxing video along with photo evidence. No unboxing video means no claim, no exceptions. In the event of an approved return, silver will be bought back at the market purchase rate on the date of return, excluding GST, applicable taxes, making charges, and packaging costs. The original purchase price will not apply.
Refunds
Refunds, where applicable, will be processed within 7-10 business days, subject to bank processing timelines. Refunds are not offered for Chooda, Kaleera, or any customized products. For cancellations initiated by us, refunds will be processed within 48 hours. All gateway charges, conversion charges, and transaction fees are non-refundable.
How to Raise a Return, Exchange, or Damage Claim
- Record a complete, uninterrupted unboxing video before opening your package
- Email us at contact@chotteylal.com within 24 hours of delivery (or within 7 days for general return requests)
- Include your order number, a clear description of the issue, and your unboxing video as an attachment or shareable link
- Our team will review your request and respond within 2-3 business days
Approved returns may be exchanged within 30 days of approval, subject to product availability. Chotteylal & Sons reserves the right to decline requests that do not meet the above criteria or that appear excessive or unreasonable.
For any queries, contact us at contact@chotteylal.com | www.chotteylal.com