Introduction

At iTokri, we are committed to delivering a delightful shopping experience that celebrates India’s rich artisanal heritage. We understand that sometimes, a product may not meet your expectations or you may have a change of mind. To ensure your satisfaction, we have developed a comprehensive Returns, Refunds, Replacements, and Cancellations policy that is clear, fair, and globally compliant.

Just relax! take a deep breath and reach out to our team for support :) We shall easily handle it for you.

Email for All Purposes : helloji@itokri.com
WhatsApp Us :+917869955644 (for all purposes)
Tollfree Number :
1800-1201-269 (India)
Mobile Number :
+91-7773897774
Land-line Number :
+91-751-4012029 (India & International)

Mailing Address:

iTokri Enterprises Private Limited
A-7, Shri Krishna Nagar,
Haider Ganj Lashkar,
Gwalior, Madhya Pradesh
INDIA
Pin - 474001 

1. Eligibility for Returns

General Eligibility

Damaged or Defective Items

If you receive a damaged or defective item, we sincerely apologize for the inconvenience. Please contact our customer service team within [48 hours] of receiving your order to initiate a return. We will arrange for a replacement or a full refund, including any shipping costs incurred.

• Photographic Evidence: To expedite the process, we may request photographic evidence of the damage or defect.

2. Return Process

We aim to make the return process as simple and straightforward as possible. Follow the steps below to initiate a return:

Step 1: Contact Customer Service

Step 2: Prepare Your Return

• Packaging: Securely pack the item(s) in the original packaging, including all tags, accessories, and documentation. Ensure that the RA number is clearly marked on the package.

Step 3: Ship Your Return

• Return Shipping: Schedule a pickup as instructed by our customer service team. We recommend using a trackable shipping method to ensure the safe return of your items.

• Return Confirmation: Once we receive and inspect your return, we will send you a confirmation email. Please allow [5-7 business days] for the return to be processed.

Step 4: Refund or Replacement

• Refund Processing: If a refund is requested, it will be issued to the original payment method within [10 business days] of return confirmation. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or payment provider.

• Replacement: If you requested a replacement, we will ship the new item to you at no additional cost, subject to availability. If the item is out of stock, we will issue a full refund.

Step 5: Tracking Your Return

• Return Status: You can track the status of your return by contacting our customer service team. We strive to process all returns as quickly as possible, but during peak seasons, processing times may be longer.

3. Refund Policy

At iTokri, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a flexible refund policy to ensure a positive shopping experience.

Refunds are available for items that meet the return eligibility criteria outlined above. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Refund Process

• Original Payment Method: Refunds will be issued to the original payment method used at the time of purchase. If you paid by credit or debit card, the refund will be processed back to the same card. For other payment methods, such as UPI or digital wallets, refunds will be issued to the corresponding account.

• Refund Amount: You can get your money back into your originating bank account or you can opt for a gift card which can be used for any future purchase on iTokri. You can also opt for a direct bank transfer via NEFT in case you have paid via COD mode. Usually, gift cards are the most preferred option of refunds on iTokri. You can use them as per your convenience, there is no expiry to a gift card. isi bahane aapka aana jana laga rahega :)

• Processing Time: Please allow [5-7 business days] for the refund to be processed after your return is received and inspected. It may take additional time for the refunded amount to reflect in your account, depending on your payment provider.

• Notification: You will receive an email confirmation once your refund has been processed. Once you drop a mail at helloji@itokri.com with your return request, our team shall call and coordinate about your request. no worries!

Non-Refundable Charges

• Shipping Costs: Original shipping charges are non-refundable unless the return is due to an error on our part or the item was received damaged or defective.

• Customs Duties and Taxes: For international orders, customs duties and taxes are non-refundable. You may be able to claim a refund for these charges through your local customs office.

4. Replacements

We understand that sometimes a product may not meet your expectations, or there may be an issue with your order. To ensure your satisfaction, we offer a replacement policy under the following conditions:

Eligibility for Replacements

• Defective or Damaged Items: If you receive a defective or damaged item, you may request a replacement instead of a refund. Please contact our customer service team within [48 hours] of receiving your order to initiate a replacement.

• Incorrect Item: If you received an incorrect item, we will replace it with the correct one at no additional cost. Please notify us immediately upon receiving the incorrect item.

Replacement Process

• Return of Original Item: To receive a replacement, the original item must be returned to us in accordance with our return process. We will provide you with a prepaid return shipping label for defective, damaged, or incorrect items.

• Processing and Shipping: Once the original item is received and inspected, we will process your replacement order and ship it to you as quickly as possible. You will receive an email notification with tracking information once the replacement has been shipped.

• Out-of-Stock Items: If the item you are requesting a replacement for is out of stock, we will issue a full refund to your original payment method.

5. Cancellations

We understand that circumstances can change, and you may need to cancel an order. Our cancellation policy is designed to be flexible and customer-friendly.

Cancellation Policy

• Before Shipment: You may cancel your order at any time before it has been processed and shipped. To cancel an order, please contact our customer service team as soon as possible with your order number. If the order has not yet been shipped, we will issue a full refund to your original payment method.

• After Shipment: If your order has already been shipped, it cannot be canceled. However, you may return the item once you receive it, following our return process. Please note that shipping charges for the return will be the responsibility of the customer unless the return is due to an error on our part.

How to Cancel an Order

Can I cancel / return a part of the order?

Special Circumstances

• Custom Orders: Orders for customized or personalized items cannot be canceled once production has begun. If you wish to cancel a custom order, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee a full refund for custom orders.

6. Customer Responsibilities

At iTokri, we strive to ensure a smooth and satisfactory shopping experience. To help us serve you better, we kindly ask that you adhere to the following responsibilities:

Proper Handling of Products

• Care and Inspection: Upon receiving your order, please inspect the items immediately for any defects or damage. Handle all products with care, particularly handmade items, which may be delicate and require special attention.

• Packaging for Returns: If you need to return an item, please ensure it is securely packaged to avoid damage during transit. Use the original packaging whenever possible and include all accessories, tags, and documentation.

Timely Communication

• Return and Cancellation Requests: Notify us promptly if you wish to return an item or cancel an order. Delayed communication may result in the denial of your request if it falls outside the return or cancellation window.

• Accuracy of Information: Ensure that all information provided during the order process, such as shipping address and contact details, is accurate and up to date. iTokri is not responsible for any issues arising from incorrect or incomplete information.

International Returns and Responsibilities

For our international customers, returning items may involve additional steps and responsibilities:

Customs Duties and Taxes

• Non-Refundable Fees: Customs duties, taxes, and other import fees paid by the customer at the time of delivery are non-refundable by iTokri. If you wish to return an item, you may be able to claim a refund for these charges directly from your local customs office, subject to their policies.

• International Return Shipping: Customers are responsible for the cost of return shipping for international orders unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure the safe return of your items.

7. Dispute Resolution

iTokri is committed to resolving any disputes that may arise in a fair and timely manner. If you have any concerns or issues with your order, please contact our customer service team first, and we will do our best to address your concerns.

Negotiation and Mediation

• Initial Resolution: In the event of a dispute, we encourage you to first attempt to resolve the issue through direct communication with our customer service team. Most disputes can be resolved quickly through this process.

• Mediation: If the dispute cannot be resolved through direct communication, the parties may agree to submit the dispute to mediation with a neutral third party. Mediation is a voluntary process and can be a more cost-effective and timely alternative to litigation.

Arbitration

• Binding Arbitration: If the dispute cannot be resolved through negotiation or mediation, either party may submit the dispute to binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 of India. The arbitration shall be conducted in Gwalior, India, and the language of the arbitration shall be English.

• Final and Binding Decision: The arbitrator’s decision shall be final and binding on the parties, and judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction.

Exclusions

• Small Claims: Either party may seek relief in a small claims court for disputes or claims within the scope of that court’s jurisdiction, without first resorting to arbitration or mediation.

• Class Action Waiver: You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

8. Contact Information

We are here to help! If you have any questions, concerns, or feedback regarding our Returns, Refunds, Replacements & Cancellations policy, please reach out to us using the contact information below:

Customer Service

Email for All Purposes : helloji@itokri.com
WhatsApp Us :+917869955644 (for all purposes)
Tollfree Number :
1800-1201-269 (India)
Mobile Number :
+91-7773897774
Land-line Number :
+91-751-4012029 (India & International)

Mailing Address:

iTokri Enterprises Private Limited
A-7, Shri Krishna Nagar,
Haider Ganj Lashkar,
Gwalior, Madhya Pradesh
INDIA
Pin - 474001 

Feedback and Suggestions

Your feedback is invaluable to us as we strive to improve our services. If you have any suggestions on how we can better serve you, please do not hesitate to contact us. We appreciate your input and look forward to continuing to meet your needs.