Refund policy

Return, Replacement & Refund Policy

At Pitalya, we are committed to delivering premium-quality handcrafted brass, copper, and bronze products along with exceptional customer service. Every product is carefully inspected before dispatch to ensure it reaches you in perfect condition.

As our products are handcrafted, slight variations in colour, texture, finish, engraving, or hammering are natural and are not considered manufacturing defects.

Please read our policy carefully before placing your order.

No Return Policy

At Pitalya, all sales are final. We do not accept returns on any products once they have been delivered.

We encourage customers to carefully review the product description, dimensions, specifications, and care instructions before placing an order.

Replacement Policy

Although we do not accept returns, we are happy to provide a replacement if:

  • You receive a damaged product.

  • You receive an incorrect product.

  • The product has a manufacturing defect.

To be eligible for a replacement, you must notify us within 24 hours of delivery and provide:

  • A 360° uncut parcel opening video (without pause, edits, or cuts, with clear audio).

  • Clear photographs showing the damage or issue.

  • Your Order ID.

Important: The parcel opening video is mandatory for all replacement requests. Unfortunately, we will not be able to process any claim without a complete uncut parcel opening video.

Requests will not be accepted if:

  • The claim is raised after 24 hours of delivery.

  • The parcel opening video is not provided.

  • The product has been used, washed, seasoned, polished, altered, or damaged after delivery.

  • The issue relates to natural handcrafted variations or normal oxidation/patina of brass or copper.

  • The product was purchased during a Clearance Sale or Promotional Sale.

  • The product is customized, engraved, personalised, or made-to-order (unless damaged or incorrect).

Very minor imperfections that are not visible during normal use or that are inherent to handcrafted products will not be considered for replacement.

Replacement Process

Once your request is received, our Quality Team will review the images and parcel opening video.

If your request is approved, we may:

  • Arrange a reverse pickup (where serviceable), or

  • Request you to courier the product to our fulfilment centre.

If a reverse pickup is arranged:

  • Please repack the product securely in its original packaging.

  • Keep all accessories, lids, and packaging materials intact.

  • Share photographs of the bubble-wrapped product and sealed package before pickup.

  • Our team will provide a shipping label (if required), which must be printed and attached to the parcel after removing the old shipping label.

  • Reverse pickup is generally scheduled within 2 working days, and the courier partner will contact you before arrival.

Once the product is return received and passes our quality inspection, the replacement product will be dispatched within 3–4 working days.

Refund & Store Credit Policy

Pitalya does not offer refunds to bank accounts or the original payment method.

Cancellation Before Dispatch

If you cancel a prepaid order before it is dispatched:

  • A 5% cancellation fee will be deducted.

  • The remaining amount will be issued as Store Credit/Gift Voucher within 24 hours.

  • Store Credit is valid for 3 months from the date of issue.

Cancellation After Dispatch

If a prepaid order is cancelled after dispatch:

  • Forward and reverse shipping charges will be deducted.

  • The remaining eligible amount will be issued as Store Credit/Gift Voucher after the product is received at our fulfilment centre.

  • Store Credit is valid for 3 months.

Clearance Sale Products

Products purchased during Clearance Sales, Flash Sales, Promotional Offers, or Discount Events are not eligible for replacement, exchange, return, or cancellation unless the wrong product has been delivered or the product arrives damaged.

Customized Orders

Customized products include engraved items, personalised products, special orders, colour-customized products, and made-to-order items.

For customized orders:

  • 50% advance payment is required to confirm the order.

  • The remaining balance is payable before dispatch or via Cash on Delivery (where applicable).

The advance payment is non-refundable if the order is cancelled by the customer.

Customized products are not eligible for replacement unless they are damaged, defective, or incorrect.

Cash on Delivery (COD)

Orders up to ₹6,000

A confirmation amount of ₹500 per product is required via UPI, Bank Transfer, Google Pay, PhonePe, or Paytm before dispatch. The remaining amount is payable via Cash on Delivery.

Orders above ₹6,000

  • 15% advance payment at the time of order confirmation.

  • Remaining 85% payable via Cash on Delivery.

If a dispatched COD order is cancelled by the customer, applicable shipping charges will be deducted from the eligible amount, and the balance, if applicable, will be issued as Store Credit.

Contact Us

If you receive a damaged, defective, or incorrect product, please contact us within 24 hours of delivery.

Email: support@pitalya.com

WhatsApp / Call: +91 72409 09955

Please include:

  • Order ID

  • Parcel opening video (mandatory)

  • Clear photographs of the issue

  • Brief description of the problem

Our team will review your request and respond with the next steps as soon as possible.