ORDERS & RETURNS
RETURNS AND EXCHANGES FOR ONLINE PURCHASES
Before you return a Dylaa product, please take a moment to understand how our products are made. Most of our products are handcrafted by traditional craft persons in rural India, resulting in each product being unique and slightly different from each other.
However, if for some reason you are dissatisfied with the product, you are entitled to return it within 3 days of delivery for free. Please be noted that the product must be in good condition and resalable, and that you should contact our customer service before making a return.
You are allowed to make a cancellation and get a full refund before production; after production, there will be a 20% restocking fee. No cancellation is accepted after shipment. We will confirm with you your order and shipping address before production. If you are not available to answer our calls or do not respond to our email within 24 hours, your order will be considered as confirmed.
Return & Refund
Items Qualified for Returns:
Items must be packed using original packaging materials.
Items should not have been installed.
Items must be in good condition and resalable.
Items must be returned within 3 days of delivery.
We do not accept returns for items shipped internationally.
Items Not Qualified for Returns:
Items that have been installed or unsellable.
Clearance and closeout sale items.
Custom built or DIY products.
Items shipped beyond 3 days of delivery.
Light bulbs, lamp shades, parts and glass.
Expedited, long distance and freight shipping fees.
Items that are damaged or defective. For products that are damaged or defective, please see our Damaged & Defective Products Policy.
Items that are returned without prior authorization. Items returned without first obtaining authorization may have the return and refund denied.
Once the item is received in good condition, we will make a refund within 48 hours.
Restocking fees do not apply to qualified returned merchandise or cancellation made before production. If the return is made within 3 days of delivery, no restocking fee will be applied. Beyond 3 days, or the item is returned in a non-resalable condition, a restocking fee may be charged. We will discuss this on a case-by-case basis. Please email us at email@example.com to discuss.
Exchanges are handled just like returns. You have 3 days to request an exchange with us. We will issue a return authorization for the items you wish to exchange, and process an order for the new product. You will be charged for the new item, whose payment will be paid back to you once the old item is returned to us. In order to begin an exchange, please email firstname.lastname@example.org
Damaged and Defective Merchandise
If you receive an item that has been damaged during shipment or has a manufacturing defect, please contact us and we will work with you to solve the problem.
All damaged or defective products must be reported within 3 days of delivery with photo proof. Please retain all original packaging and documentation, as they will be needed to process your replacement.
Items returned as damaged or defective but are found to be in working condition after inspection will be subject to a 25% restocking fee and deduction of round trip shipping charges.
Shipments arriving via freight must be inspected prior to acceptance. Any damage, no matter how minor, should be noted with the shipper. Signing for a package and failing to note damage to the packaging will result in the customer assuming responsibility for any damaged merchandise.
Many of our products are shipped unassembled and require assembly upon delivery. If one or more of the individual parts are damaged or defective, they can typically be replaced in a few days. Replacement parts and glass will be provided without additional charges. If you wish to return an item that can be repaired with replacement parts or glass, the standard return policy, including shipping deductions, will apply.
Items Damaged in Transit
If items were visibly damaged on receipt, we kindly ask you to support us by accepting the parcel and contacting us within 3 working days, as well as providing us with the proof as following:
1. Photos of the front and back sides of the packaging box
2. Photo, video, screenshot of the defective item
3. Photo, video, screenshot of the defect or defective area
Our sales manager will communicate with you for further information.
No refunds will be given in the following cases:
- In case of minor design and colour variations. With hand crafted products there will always be some variation between products.
- Incorrect or outdated delivery address.
- Incorrect address format including any form of a PO Box address.
- After 3 failed delivery attempts by the courier.
- Package refused by recipient.
- Products returned in a used or damaged condition.
Note: Refunds will only be made after we have received the returned shipment except if the package has been lost in transit.