Returns, Refunds, Exchanges & Cancellations
We know that shopping for handmade products is a personal decision.
And sometimes, even with the best intentions, something may not feel right once it reaches you.
This page explains how returns, refunds, exchanges, and cancellations work at iTokri, and how we support you when things don’t go as planned.
The quick version
If you don’t want to read the full page, here’s what matters most:
✅ You can request a return or exchange within 7 days of delivery for orders within India
✅ If something arrives damaged or incorrect, we will help fix it
✅ Refunds or exchanges are handled with care, not rigid scripts
✅ Cancellations are allowed before dispatch
✅ If your situation doesn’t fit neatly into a policy, talk to us. We are always willing to listen and help
✅ Details below, if you’d like to understand how it works step by step.
Our approach at iTokri
We work with handmade products and real people, both on the making side and the buying side.
Because of this, we try to keep our policies clear, but never cold.
The guidelines below explain how things usually work.
But if you ever feel stuck, unsure, or disappointed, we encourage you to reach out.
Very often, we are able to find a fair solution together.
1. Orders Delivered Within India
📌 Returns & Exchanges
📌 For orders delivered within India:
Returns or exchanges can be requested within 7 days of delivery
Products should be unused, unwashed, and returned in original condition with tags and packaging intact
If you are unsure whether your request qualifies, please write to us.
We prefer conversations over assumptions.
📌 Non-returnable items
Some items are not eligible for return due to hygiene or product nature:
Gift cards
Health and personal care items
Paper jewellery, paper bags, and paper lamps
Soft toys
Customised orders/products
Fabric lengths below 1 metre
These details are mentioned clearly on product pages wherever applicable.
📌 Damaged or Incorrect Items
If your order arrives damaged or incorrect:
Contact us within 48 hours of delivery
Share clear photos or a short video
Our team will review the issue and guide you on the next steps
In such cases, we focus on resolving the issue quickly and fairly.
📌 How Returns Work (India)
Write to helloji@itokri.com within 7 days of delivery
Our team will review your request and confirm the next steps
Where serviceable, we arrange a return pickup
Once the item is received and checked, your refund or exchange is processed
If pickup is not available at your location, we will guide you on return shipping and reimburse eligible charges as store credit.
2. Refunds (India)
Refunds can be issued to the original payment method or as store credit
Store credits do not expire and can be used anytime
Refunds are usually processed within 5–7 business days after return approval
Original shipping charges are non-refundable unless the return is due to an error or damage.
3. Exchanges (India)
Exchanges are subject to availability of the requested item
If the replacement is unavailable, a refund or store credit is issued instead
If you are unsure about sizing, fabric, or usage before placing an exchange request, our team is happy to help you decide.
4. Cancellations (India)
📌 Before dispatch
Orders can be cancelled before dispatch for a full refund.
📌 After dispatch
Once an order has been dispatched, it cannot be cancelled.
In such cases, the order can be returned as per the return policy above.
Partial cancellations or changes within the same order are supported. Please contact us with your order details.
5. International Orders
Policies for orders shipped outside India are different due to international logistics and customs regulations.
International orders are not eligible for returns or exchanges
Orders can be cancelled or modified only before dispatch
If an international order arrives damaged or incorrect, contact us within 48 hours of delivery.
Customs duties, import taxes, and international return shipping costs, if applicable, are the responsibility of the recipient.
For detailed information, please visit:
https://itokri.com/pages/international-orders
6. Customer Responsibilities
To help us serve you better:
Please inspect your order soon after delivery
Reach out within the applicable timelines if something feels off
Ensure returned items are packed securely
Share accurate shipping and contact details at checkout
Handmade products may have natural variations, which are part of their character.
7. Need Help?
If you have questions, concerns, or an unusual situation, we’re here to help.
WhatsApp Us :+917869957726 (for all purposes)
Tollfree Number :
1800-1201-269 (India)
Mobile Number :
+91-7773897774
Land-line Number :
+91-751-4012029 (India & International)
Email for All Purposes : helloji@itokri.com
Sometimes policies can’t capture every real-life situation.
That’s where conversation helps. Please don’t hesitate to reach out.
📌 A note from Nitin
“I know that buying something handmade is often an emotional decision. And when things don’t go exactly as planned, policies alone don’t always help.
At iTokri, our intention has always been simple. Be fair. Be human. And listen.
The guidelines on this page explain how things usually work, but real life isn’t always neat. If something feels off, or you’re unsure about what to do next, please reach out. Very often, we’re able to find a solution together.
Thank you for trusting us, and for supporting the hands and stories behind every iTokri product.”
- Nitin Pamnani, Founder, iTokri
——————————————————————
Verified Purchase
