Shipping
Welcome to The Chitra’m Craft Chocolates Website. The products on the Chitra’m Craft Chocolates Website (hereinafter referred to as “Chitra’m”, “we”, “us” and “our”) have been hand crafted using natural ingredients without use of any artificial substances and deliver only the best products to you (hereinafter referred to as the “End User”, “You”, “Your”).
We deliver across India and shall intimate you within 3 business days from your order being placed if your location is unserviceable or is restricted from being serviced due to any restrictions including government orders, lockdown etc. No deliveries shall be made outside the geographical territory of India.
This policy may be amended from time to time, any such amendments or modifications shall be published here. Your continued use and access of our services after we publish the changes to these terms and conditions means that you have consented to the updated policy from time to time.
Processing Time
Chitra’m would take at least 5 days on average to process your order and ship out the products to you. Where exceptionally high quantities of products have been ordered the duration may be slightly longer. Should we require a longer duration for any reason, the same shall be intimated to you via email to the email address shared by you on the creation of your account with us or during the placement of your order.
On a best effort basis, we will endeavour to ensure that the products are delivered to you within the estimated delivery times. Where you have not received the product within the estimated delivery date, we request you to kindly write to us at info@chitramcraftchocolates.com to enable resolution of any such issue. Where based on internal review it is found that the tracking information also indicates that the package may have been lost in transit or delivered to the wrong address etc., you shall be eligible for a refund or replacement as per the Refund Policy.
Where you have any grievances or complaints on the non-delivery of an order, the grievance or complaint should be raised via email indicating the relevant details to info@chitramcraftchocolates.com within 5 days from the order dispatch. Any grievances or complaints received before this time period shall not be considered for refunds.
Carrier
The choice of the consignment carrier/shipment company shall be made at the sole discretion of Chitra’m. The carrier charges will be loaded to the end user at the time of checkout.
Where the location is unserviceable due to any reasons outside of the control of Chitra’m such as wars, riots, strife, pandemics, epidemics, natural disasters etc. the order shall be cancelled by Chitra’m on informing you of the same and the refund shall be processed in accordance with the Refund Policy.
Return
Once the products are shipped, Chitra’m shall not accept any refund unless for the reasons and circumstances expressly laid out in this Shipping, Return and Refund policy.
Refund
Since our products are handmade and made with all natural ingredients, please expect slight variations in color, scent and shape. While we work our best to create uniformity where possible, by definition and given the nature of the products these differences are inherent and cannot be considered as defects or damages.
To initiate a refund or exchange on the grounds of the damaged product being received, the product having been lost in transit, or delivery of the wrong product, the End User must raise a request by writing an email to info@chitramcraftchocolates.com within a maximum of 2 business days from the physical receipt of the damaged or incorrect product and within 2 business days, after the standard 5 days of the delivery timeline has passed, for products lost in transit. The time limitation shall be strictly required to be complied with and all products shall be deemed to be accepted to the full satisfaction of the End User where no such email has been raised within 2 business days from receipt.
The End User shall add the specific description of the product damage and share a video of the product having been damaged or incorrect product having been received in the email requesting refund. In relation to combos where only one or more products have been damaged and the other products are intact, the refund shall be pro-rata to the specific damaged products forming a part of the combo. Kindly mention the order number and please share the bank name, bank branch, bank account number, and IFSC code details to enable processing of refund as applicable.
The acceptance of any request for refund shall be at the sole discretion of Chitra’m. Chitra’m reserves the right to reject requests for refund where sufficient proof has not been provided by the End User in relation to the product having been damaged, lost in transit or incorrect product having been delivered or in the event of frequent refund requests raised by a particular customer End User.
Only genuine and bona fide requests for refund shall be entertained. You hereby consent to and agree that all refunds shall be subject to deduction of all payment gateway charges, transaction charges, shipping expenses, banking charges etc. which shall be forfeited by you regardless of the grounds on which a refund is required to be processed.
No refunds shall be accepted or processed where the damage to the product is attributed to an act or omission of the End User, where the End User has negligently handled the product or failed to comply with the instructions of care as specified in relation to the respective product.
Refund Processing Time
Refund shall be processed by Chitra’m within 15 days from the date of confirmation by Chitra’m of the request being eligible for refund.