At Heritage Kolkata, every product we send out is handmade by artisans from Bengal, which means each piece carries small, natural variations that make it one of a kind. That said, we know that sometimes things don't go as planned, a parcel gets damaged in transit, an item doesn't match what you ordered, or something is missing from the box. We want you to feel confident shopping with us, so here's how we handle returns, replacements, and refunds.

Our Promise to You

We personally check every item before it's packed and shipped. But since these are handcrafted products moving through courier networks, occasional issues can happen. If something isn't right when your order arrives, we're here to make it right, as long as it's reported the correct way and within the right time frame.

Mandatory Unboxing Video

This is the most important part of our return process, so please read it carefully.

An uncut parcel opening video is compulsory if you wish to claim a refund, replacement, or exchange for a damaged, defective, or missing item.

Here's why we ask for this: without a clear video of the parcel being opened for the first time, there's no way for us to verify what actually happened between our warehouse and your doorstep. This single step protects both you and us from any confusion or disputes, and it lets us process your claim quickly and fairly, without back-and-forth.

To keep your claim valid, please make sure the video:

• Starts before the parcel is opened, clearly showing the sealed package, the shipping label, and any visible damage to the outer packaging.
• Is recorded in one continuous, unedited take, with no cuts, pauses, or edits of any kind.
• Clearly shows the unboxing process, including the item being removed from the packaging.
• Clearly captures the damage, defect, or missing item once it's visible.

If the video is edited, cut, or paused at any point, or if no video exists at all, we unfortunately will not be able to approve a refund, replacement, or exchange for damaged, defective, or missing items. This policy applies to every order, without exception, so we'd strongly encourage you to start recording before you even begin opening the box.

What Can Be Returned or Replaced

We accept return, replacement, or refund requests for the following:

• Items that arrive physically damaged or broken
• Products that are defective or have a manufacturing fault
• Wrong item delivered (different from what you ordered)
• Items missing from your parcel

What Cannot Be Returned

Because our products are handcrafted, a few things fall outside our return policy:

• Minor variations in colour, texture, size, or finish, since these are natural results of handmade craftsmanship and not defects
• Items damaged due to misuse, mishandling, or normal wear and tear after delivery
• Products returned without the mandatory unboxing video
• Change-of-mind returns once the product has been used or altered in any way
• Customised or made-to-order items, unless they arrive damaged or defective

How to Raise a Claim

1. Record your unboxing video the moment your parcel arrives, following the guidelines above.
2. Contact us within 48 hours of delivery through our website, email, or WhatsApp support, whichever is easiest for you.
3. Share your order number, the unedited video, and a few photos of the issue so our team can review everything properly.
4. Our team will review your claim and get back to you within 3–5 business days with the next steps.

Refunds, Replacements & Exchanges

Once your claim is approved:

• Replacement will be shipped to you at no extra cost, subject to stock availability.
• Exchange for a different product can be arranged if you'd prefer something else of equal value.
• Refunds, where applicable, will be processed to your original payment method within 7–10 business days of approval.

If the exact item is out of stock, we'll get in touch with you directly to offer suitable alternatives or a full refund, whichever you're comfortable with.

A Small Note From Us

We know unboxing videos can feel like an extra step, but for handmade products travelling across the country, it's genuinely the fairest way for us to stand behind our artisans' work and protect you as a customer at the same time. It helps us say yes to genuine claims quickly, without lengthy investigations or unnecessary delays.

If you ever have questions about an order, a product, or this policy, our support team is just a message away and always happy to help.

Heritage Kolkata, crafted with care, backed with honesty.