Refund & Replacement Policy

This Refund & Replacement Policy outlines how return exceptions, replacements, and refunds are managed for transactions on the Platform.

1. General Handmade Goods Rule

Due to the personalized, artisan-crafted, and custom nature of handmade products, all sales on the Platform are generally non-returnable and non-refundable.

2. Approved Refund/Replacement Exceptions

Buyers may request a replacement or refund only under the following conditions:

• Transit Damage: The product was delivered broken, cracked, or physically damaged.
• Wrong Item: The Seller delivered an item different in design, color, or model from the ordered product.
• Defect: The product has a structural or functional manufacturing defect.
• Misrepresentation: The delivered product is materially and significantly different from the listing description.

3. Resolution Window and Evidence

The Buyer must notify Platform support or the Seller within 48 hours of delivery to file a claim. The claim must include clear photographic or video evidence of the product, packaging, and the specific defect or damage.

4. Disputes and MadeByBest Arbitration

Sellers are responsible for resolving quality issues by providing a replacement or refund. If the Buyer and Seller cannot reach an agreement within 7 days, MadeByBest (operated by Basim Muhammed) will review the claim and issue a final, binding decision. Approved refunds are processed back to the Buyer's original payment source via Cashfree Payments within 5-7 business days of approval.