Cancellation, Return & Refund Policy

Last Updated: 29 August 2026

At Silpa Neer, we take care in preparing, checking, packing, and dispatching our handcrafted products.

Because many of our products are handmade and some may be personalized or customized specifically for a customer, cancellation and return eligibility may differ depending on the type of product and the stage of order fulfilment.

This Cancellation, Return & Refund Policy explains the conditions applicable to purchases made directly through https://silpaneer.in.

By placing an order through our Website, you agree to this Policy together with our Terms and Conditions, Privacy Policy, and Shipping Policy.

1. Scope of This Policy

This Policy applies to orders placed directly through silpaneer.in for delivery within India.

Products purchased from Silpa Neer through a third-party marketplace such as Amazon will generally be subject to the cancellation, return, replacement, and refund procedures applicable to that marketplace and the relevant product listing.

For orders placed directly through silpaneer.in, this Policy will apply.

2. Types of Products

For the purposes of this Policy, Silpa Neer products may broadly fall into the following categories:

Ready-Made Products

Products that are already made or available in stock and are not specially altered or personalized for an individual customer.

Personalized or Customized Products

Products that are made, modified, engraved, printed, painted, sized, designed, or otherwise prepared according to a customer's specific instructions.

Personalization may include, for example:

• names;

• initials;

• dates;

• messages;

• photographs;

• artwork;

• colours;

• sizes;

• measurements;

• designs; or

• other customer-selected details.

Different cancellation and return conditions may apply to these categories.

3. Cancelling a Ready-Made Product Before Dispatch

You may request cancellation of an eligible ready-made product before it has been dispatched.

To request cancellation, please contact us as soon as possible at:

Email: support@silpaneer.in
Phone: [ADD PHONE NUMBER]

Please provide your order number and the email address or contact information used when placing the order.

If the cancellation request is received before dispatch and cancellation is still operationally possible, we will cancel the order and issue a refund for any amount already paid for the cancelled item.

We do not charge a cancellation fee for an eligible order successfully cancelled before dispatch.

4. Cancellation After Dispatch

Once an order has been handed over to the courier or shipping partner, cancellation may no longer be possible.

If you contact us after dispatch, we will check whether the shipment can reasonably be stopped or returned.

If this is not possible, you may request a return after delivery if the product qualifies under this Policy.

Simply refusing an order at delivery is not the recommended way to cancel an order. Please contact Silpa Neer first wherever reasonably possible.

Repeated refusal of confirmed Cash on Delivery orders without a genuine reason may result in COD being restricted for future orders.

This will not affect your rights where a shipment is damaged, incorrect, materially delayed, or otherwise qualifies for a remedy under applicable law.

5. Personalized and Customized Orders

Personalized, customized, or made-to-order products require special handling because they are prepared specifically according to the customer's instructions.

Before Customization Begins

If you request cancellation before Silpa Neer has begun production or customization, we will make reasonable efforts to cancel the order.

If cancellation is successfully completed before customization begins, any prepaid amount applicable to the cancelled order will be refunded.

After Customization or Production Begins

Once production, customization, engraving, printing, painting, designing, alteration, or other personalized work has commenced, the order will generally become non-cancellable and non-returnable for change-of-mind reasons.

This is because the item has been specifically prepared for you and may not reasonably be resold to another customer.

However, personalized or customized products remain eligible for an appropriate remedy if:

• the product arrives damaged;

• the product is defective;

• the wrong product is supplied;

• Silpa Neer makes an error in the personalization;

• the product does not materially match the customization agreed with you;

• the product is materially different from its advertised description; or

• applicable law otherwise requires a return, replacement, refund, or other remedy.

6. Customer-Supplied Personalization Information

For personalized products, please carefully review all information supplied with your order.

You are responsible for checking details such as:

• spelling;

• names;

• dates;

• numbers;

• messages;

• photographs;

• dimensions;

• measurements;

• colours;

• designs; and

• other personalization instructions.

If Silpa Neer correctly produces the product according to the information supplied by you, the product will generally not qualify for a return or refund merely because the information you submitted was incorrect.

For example, if you provide a misspelled name and the product is correctly produced using that spelling, this will not ordinarily constitute a Silpa Neer production error.

If the error was made by Silpa Neer, please contact us and we will provide an appropriate remedy.

7. 7-Day Return Window for Eligible Ready-Made Products

Silpa Neer offers a 7-day voluntary return window for eligible ready-made products purchased directly through silpaneer.in.

The 7-day period begins from the date the product is delivered to you.

To qualify for a voluntary return, the product should generally:

• be unused;

• be undamaged after delivery;

• be in substantially the same condition in which it was received;

• contain its original parts and accessories, where applicable;

• include original packaging, tags, labels, or accompanying materials where reasonably possible; and

• not fall within one of the non-returnable categories described in this Policy.

You must contact Silpa Neer within the applicable 7-day period to initiate the return.

Do not send a product back without first contacting us and receiving return instructions.

8. Change-of-Mind Returns

Eligible ready-made products may be returned within the 7-day return period if you simply change your mind, subject to the conditions in this Policy.

For an approved change-of-mind return:

• the customer will normally be responsible for return-shipping costs;

• the product must meet the return-condition requirements;

• original delivery charges, COD fees, or other non-product service charges may not be refundable where they have already been incurred, unless applicable law requires otherwise; and

• the product will be inspected after it is returned.

If the returned product has been used, damaged after delivery, altered, or materially reduced in value due to handling beyond what is reasonably necessary to inspect it, Silpa Neer may decline the voluntary return or make an appropriate adjustment where legally permitted.

These restrictions apply to voluntary change-of-mind returns and do not limit your rights concerning genuinely defective, damaged, incorrect, or misdescribed products.

9. Products That Are Not Eligible for Change-of-Mind Returns

Unless there is a genuine defect, damage, incorrect product, Silpa Neer error, material misdescription, or another legally protected reason, the following will generally not be eligible for a voluntary change-of-mind return:

• personalized products;

• customized products;

• made-to-order products after production has commenced;

• products altered according to your instructions;

• products that have been used;

• products damaged after delivery due to misuse or improper handling;

• products returned incomplete;

• products materially altered after delivery; and

• products specifically marked as non-returnable on the product page before purchase.

A product being listed as non-returnable does not remove rights available to you if the product is defective, damaged, incorrect, materially different from its description, or otherwise subject to mandatory consumer protections.

10. Handcrafted Variations Are Not Automatically Defects

Many Silpa Neer products are handmade or handcrafted.

Unlike mass-produced factory products, individual handcrafted products may have minor natural variations.

Depending on the product, these may include reasonable differences in:

• colour or shade;

• texture;

• grain;

• pattern;

• finish;

• brushwork;

• carving;

• stitching;

• dimensions;

• shape;

• placement of decorative elements; or

• other handmade characteristics.

Such reasonable variations contribute to the individual nature of handcrafted products and are not automatically considered manufacturing defects.

However, this does not apply where the variation is substantial enough that the product is materially different from what was ordered, described, advertised, or reasonably expected.

11. Damaged Products

If your product arrives damaged, please contact Silpa Neer as soon as reasonably possible.

For visible transit damage, we recommend contacting us within 48 hours of delivery wherever reasonably possible, as early reporting makes investigation with the courier significantly easier.

Please send:

• your order number;

• your name;

• a description of the damage;

• clear photographs of the damaged product; and

• photographs of the outer and inner packaging where available.

A short video may also help us investigate complicated cases, but an unboxing video is not mandatory merely to submit a claim.

After reviewing the information, we may arrange an appropriate remedy such as:

• replacement;

• refund;

• collection of the damaged product; or

• another appropriate resolution.

Where the return is due to transit damage for which you are not responsible, Silpa Neer will bear the reasonable return-shipping cost.

The recommendation to report visible damage within 48 hours is intended to assist verification and courier claims and does not remove any non-waivable rights you may have under applicable law.

12. Defective Products

If a product has a genuine manufacturing or workmanship defect, please contact us within the applicable return period or as soon as reasonably possible after discovering the issue.

Please provide your order information and reasonable evidence showing the defect.

Natural handmade variations described elsewhere in this Policy will not ordinarily constitute defects.

Where we verify that the product is genuinely defective, we will provide an appropriate remedy, which may include:

• replacement;

• refund;

• repair, where appropriate and agreed; or

• another remedy available under applicable law.

Silpa Neer will bear reasonable return-shipping costs for an approved return arising from a genuine defect for which the customer is not responsible.

13. Wrong Product Received

If we send you a product different from the product you ordered, please contact us promptly.

Please provide:

• your order number;

• a photograph of the product received; and

• any other information reasonably necessary to confirm the error.

Where Silpa Neer has supplied the wrong product, we will arrange an appropriate resolution.

This may include collection of the incorrect product and:

• dispatch of the correct product, subject to availability; or

• a refund.

Silpa Neer will bear the reasonable shipping costs resulting from our fulfilment error.

14. Missing Items or Parts

If your order is delivered with an item, component, or accessory missing that should have been included, please contact us as soon as reasonably possible.

We may request photographs of:

• the product;

• the package;

• the shipping label; and

• the contents received

to help investigate the issue.

Once verified, we will arrange an appropriate resolution, which may include sending the missing item or component, replacement, partial refund where appropriate, or another suitable remedy.

15. Product Materially Different From Description

If the product received is materially different from:

• the product advertised;

• the characteristics or features displayed on the Website;

• the product you ordered; or

• the customization agreed with Silpa Neer,

please contact us.

If the issue is verified, we will provide an appropriate return, replacement, refund, or other remedy in accordance with this Policy and applicable law.

Reasonable differences arising solely from the handcrafted nature of a product will be assessed according to the handcrafted-variation provisions of this Policy.

16. Late Delivery

Delivery dates shown on silpaneer.in are normally estimated delivery periods unless expressly stated otherwise.

If an order is delivered materially later than the delivery schedule stated or agreed for the order, you may contact us to request an appropriate resolution.

Any rights concerning late delivery will be applied in accordance with applicable consumer law.

Circumstances beyond Silpa Neer's reasonable control, including force majeure events, may affect delivery timelines.

Further information is provided in our Shipping Policy.

17. Return Shipping Costs

Return-shipping responsibility depends on the reason for the return.

Silpa Neer Will Normally Bear the Return Cost When:

• the product arrives damaged;

• the product is genuinely defective;

• the wrong product is delivered;

• Silpa Neer makes a customization error;

• an item materially differs from what was ordered or advertised; or

• the return is otherwise caused by an error attributable to Silpa Neer.

Where available, we may arrange reverse pickup.

If reverse pickup is unavailable and we ask you to self-ship an approved seller-fault return, we may reimburse reasonable return-shipping costs after receiving appropriate proof of the shipping charge.

Please obtain our instructions before self-shipping a product.

Customer Will Normally Bear the Return Cost When:

The return is an approved voluntary return because:

• you changed your mind;

• you no longer want the product;

• you selected an eligible ready-made product but prefer another product; or

• another non-defect reason applies.

Any return-shipping charges will be disclosed or explained before the return is finalized wherever reasonably possible.

18. How to Request a Return

To request a return, contact us at:

Email: support@silpaneer.in
Phone: +91 7407582712

Please include:

• your order number;

• your full name;

• your registered email address or contact number;

• the product you wish to return;

• the reason for the return; and

• photographs or other evidence where the return concerns damage, defect, incorrect fulfilment, or another product issue.

We will review the request and provide further instructions.

Please do not send products to our business address without receiving return instructions first, as doing so may delay processing.

19. Return Pickup

Where reverse pickup is available, Silpa Neer may arrange collection through one of our courier or logistics partners.

Pickup availability depends on:

• delivery location;

• courier coverage;

• product size;

• product type; and

• other logistical factors.

Please ensure that the product is packed safely before handover.

Where practical, reuse the original protective packaging.

If reverse pickup is not available, we will provide appropriate self-shipping instructions for an approved return.

20. Inspection of Returned Products

Returned products may be inspected after they reach Silpa Neer.

The inspection is intended to confirm:

• the identity of the returned product;

• its condition;

• whether all relevant components have been returned;

• the stated reason for return; and

• whether the return meets the applicable requirements of this Policy.

For ordinary change-of-mind returns, a refund may be declined if the product has been used, damaged by the customer, materially altered, or returned in a condition inconsistent with the voluntary-return requirements.

Claims involving genuine defects, transit damage, incorrect products, or other statutory consumer rights will be considered according to the circumstances and applicable law.

21. Replacements

Where a product qualifies for replacement, replacement is subject to availability.

If an identical product is unavailable, we may offer:

• another available variation with your agreement;

• an equivalent product with your agreement; or

• a refund.

You will not be required to accept a materially different substitute product.

For personalized products, replacement production times may be similar to the original customization timeline.

22. Exchanges

Silpa Neer does not guarantee direct exchanges for every product.

For an eligible ready-made product, you may contact us within the return period if you wish to change the product or variation.

Depending on stock and operational availability, we may:

• arrange an exchange; or

• ask you to return the eligible item and place a new order.

Any additional price difference or applicable shipping charge will be communicated before an exchange is finalized.

Exchanges for personalized or customized products are not available merely because the customer changes their preference after production has begun.

23. Refund Approval

Once an eligible return has been received and inspected, we will notify you regarding the refund status where applicable.

For claims that do not require a physical return, refund approval may occur after the issue has been sufficiently verified.

Approved refunds will be initiated using an appropriate payment method.

24. Refunds for Prepaid Orders

For prepaid orders, approved refunds will normally be initiated back to the original payment method where technically possible.

Depending on the payment provider, this may include:

• UPI;

• credit card;

• debit card;

• net banking;

• wallet; or

• another online payment method.

After Silpa Neer initiates the refund, the time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other financial institution.

25. Refunds for Cash on Delivery Orders

For an approved refund relating to a Cash on Delivery order, the refund cannot normally be returned as physical cash through the courier.

We may request details necessary to issue the refund through an available electronic method, such as:

• UPI; or

• bank transfer.

Please ensure that any refund details supplied are accurate.

Silpa Neer will use such information only for the applicable refund and related record-keeping purposes, subject to our Privacy Policy and applicable law.

26. Refund Processing Time

Once a refund has been approved and all necessary return or verification requirements have been completed, Silpa Neer will endeavour to initiate the refund within 5–7 business days.

After initiation, additional time may be required for your bank, card provider, UPI service, payment gateway, or other financial institution to credit the amount to your account.

If an unusual delay occurs, please contact us at support@silpaneer.in.

27. Amount Refunded

For an approved seller-fault return involving a damaged, defective, incorrect, or materially misdescribed product, the refund will ordinarily include the amount paid for the affected product and applicable charges that must reasonably be refunded under the circumstances and applicable law.

For an approved voluntary change-of-mind return:

• the eligible product price may be refunded;

• return-shipping costs will normally be borne by the customer; and

• original shipping, COD, or other service charges already incurred may not be refundable unless otherwise stated or required by law.

Any deduction will be applied only where permitted and relevant to the circumstances.

28. Orders Paid Using Coupons or Discounts

Where a returned product was purchased using a discount, coupon, promotional code, bundle price, or other offer, the refund will be calculated based on the actual amount paid for the returned product after the applicable discount allocation.

Promotional discounts themselves have no cash value and will not normally be refunded separately.

Where returning one item affects the eligibility conditions of a multi-product promotion, the refund may be reasonably recalculated according to the terms of the promotion, subject to applicable law.

29. Cancellation by Silpa Neer

In rare situations, Silpa Neer may need to cancel an order.

Reasons may include:

• product becoming unavailable;

• inability to source required materials;

• quality-control failure;

• incorrect pricing or technical error;

• payment verification problems;

• inability to deliver to the selected location;

• suspected fraud;

• force majeure; or

• another legitimate fulfilment issue.

If Silpa Neer cancels a prepaid order, the applicable amount paid for the cancelled product or order will be refunded.

We will not impose a cancellation charge on you for an order cancelled by Silpa Neer.

Where appropriate, we may offer an alternative product, but you will not be required to accept it.

30. Cash on Delivery Cancellation

A COD order may normally be cancelled before dispatch by contacting us.

There is no refund to process where no payment has yet been collected.

Silpa Neer may also cancel an unverified COD order where we are unable to reasonably confirm the order or where genuine fraud or fulfilment concerns exist.

Repeated intentional refusal of valid COD deliveries may result in COD being unavailable for future orders associated with the customer, contact details, or delivery address.

Prepaid ordering may still be available unless there is another legitimate reason to restrict the transaction.

31. Abuse of the Return Policy

Silpa Neer reserves the right to investigate situations involving suspected abuse or fraud, including:

• returning a different product;

• deliberately damaging a product;

• falsely claiming that an item was missing;

• repeatedly ordering and using products before returning them;

• submitting fraudulent evidence;

• manipulating COD orders; or

• otherwise misusing the return process.

Where there is reasonable evidence of fraud or abuse, Silpa Neer may reject a fraudulent claim, restrict account functionality, restrict COD availability, or take other lawful action.

This provision will not be used to deny legitimate consumer complaints or statutory rights.

32. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or waive rights available to consumers under applicable Indian law.

In particular, this Policy does not prevent an appropriate remedy where a product is:

• defective;

• deficient;

• spurious;

• materially different from its advertised or agreed characteristics;

• incorrectly supplied; or

• otherwise subject to mandatory consumer protection.

Where any provision of this Policy conflicts with a consumer right that cannot lawfully be excluded, the applicable law will prevail.

33. Grievance Redressal

If you are dissatisfied with the handling of a cancellation, return, replacement, or refund, you may contact our Grievance Officer.

Grievance Officer

Name: Manas Ranjan Paul
Designation: Proprietor & Grievance Officer, Silpa Neer
Email: support@silpaneer.in
Phone: +91 9126612584

Address:
Silpa Neer
Vill + P.O – Deuli
P.S – Ramnagar
Dist – Purba Medinipur
PIN – 721423
India

Silpa Neer will endeavour to acknowledge consumer complaints within 48 hours of receipt and to redress them within one month from the date of receipt, in accordance with applicable law.

34. Changes to This Policy

Silpa Neer may update this Cancellation, Return & Refund Policy from time to time to reflect changes in:

• our products;

• fulfilment processes;

• shipping arrangements;

• Website functionality;

• business practices; or

• applicable law.

The revised Policy will be published on this page with an updated “Last Updated” date.

Changes will not retrospectively remove rights that have already arisen in relation to an existing order.

35. Contact Us

For cancellation, return, replacement, or refund assistance, contact:

Silpa Neer

Email: support@silpaneer.in
Phone: +91 7407582712
Website: https://silpaneer.in

Business Address:
Vill + P.O – Deuli
P.S – Ramnagar
Dist – Purba Medinipur
PIN – 721423
India