Refunds/Cancellations Policy Page

Shipping

We ship across India. We also provide the Cash on Delivery payment option**. 

  • We aim to process all orders within 10-12 days of receiving them. However, we would keep you posted about the approximate delivery date post ordering.  
  • The delivery times are subject to location, distance and our logistics partners. We are not liable for any delays in delivery by the courier company/postal authorities but will help you track down a package through our partner courier services.
  • Your purchases may reach you from various locations in more than one package. But rest assured, you will be charged one delivery fee for the entire order.
  • As soon as your package ships, we will email you your package tracking information.
  • Cash On Delivery option is not a trial option and payment is necessary before accepting the order. Any refusal of COD orders will result in deactivation of the COD option for future orders
  • In some pin codes, our shipping partners do not support COD and hence the option might be unavailable. For any queries, please contact our customer WhatsApp helpline 
  • In case of any special time bound delivery requirements, please share an email with us and leave comments in the order about the requested time of delivery. We will try our best to fulfill the order within the time requested. 
  • Orders placed in India are catered by safe and reliable courier companies like Delhivery, Expressbee and Bluedart 
  • We are bound in coverage by their reach even though we use some of India's largest logistics companies for shipping. In case your address is in a location not served by them we would contact you to find an alternative solution to make your products reach you.
  • For any cancellations, we require an email within 4 hours of the order being placed. If the order is shipped out, cancellations will not be accepted. We will be unable to process any refund if an order is cancelled at the doorstep or if there have been 3 failed attempts to deliver the parcel by our delivery partner

Returns & Refund

  1. Returns are not free. As lovely as our products maybe, we understand that sometimes they do not fit in your home as expected. For such instances, we do provide returns as a service for a fee (return shipping)
  2. Not all products are eligible for returns. In order to maintain fairness to our artisans and craftsmen, as well as to keep our prices fair, many items are "Final Sale." Please make it a point to understand and check with our customer team which products are eligible for returns before purchasing. Once a piece is exchanged, it cannot be exchanged again.
  3. High contact products are not eligible for return. Food serving products, cutlery and other products which are high contact like soft furnishings are not eligible for returns due to safety reasons.
  4. Missing product claims require an unboxing video. Any missing product claims have to be substantiated with an unboxing video of the order. The customer must make a clear video of opening the box and unboxing all articles from it at the time when they first open the box. 
  5. Items bought on sale are not eligible for returns For items bought on sale, we do not accept returns or exchanges 
  6. Seven day return window. Products that are eligible for return, can be returned within 7 days of receiving the merchandise. 
  7. Non liability for shipping delays. Grista uses 3rd party courier services and is not liable for delays in shipping. We share approximate number of days required for delivery. We also extend the best support possible to ensure that the products reach customers as soon as possible. For any time sensitive orders, please reach out to customer team to find out more. 
  8. Orders cannot be cancelled/altered after 4 hours of placing the order. Once an order is packed/shipped, it cannot be cancelled and will be treated as return if there is non acceptance. For COD orders, Grista reserves the right to deny future orders and would need a payment for shipping and transaction costs from the customer (which can also be charged in subsequent orders). In case of prepaid orders, Grista is not liable to refund the amount of the order if the order is refused or returned at doorstep. Any re-delivery requests will be chargeable additionally and will include two shipping and re-packing costs.
  9. Returned orders to be packed and received in original condition. We would require the returned items to have their original packing. The merchandise must be unused and in the same condition that you received it. We would also require all original papers to be returned with the product.
  10. Any damaged product claims to be made within 24 hours. We spend resources, time and effort in packing fragile products carefully so they reach our customers' home safely. In the unlikely event that your merchandise arrives damaged, you should email us a photo of the damaged product and box within 24 hours of receiving your order.  
  11. We aim to process all returns within 10 days. If you have any questions about your return, feel free to reach out to the Grista Care team at gristametals@gmail.com or on Whatsapp at +91706033018
  12. Return requests to be approved before process. Grista care team must receive and approve your return request by email or text on Whatsapp. Once your request is received, it may take a few days for the team to get back with or without an approval. 
  13. Two ways of returning the products. There are 2 options for returning products once approved. If the return shipping is done by Grista's shipping provider, we will provide a shipping quote based on actual rates which need to be payable by the customer. The return shipping fee is higher than onward shipping and is also not available for all pincodes. If you would like to use your own shipping provider, you can proceed with that as well as long as products are shipped safely.
  14. Refund only made in the form of store credit valid for 3 months. Once returns are received by us and clear our quality checks, you will receive store credit/voucher which you will be able to redeem in your next purchase. Any onward and return shipping as applicable will be deducted from the total amount. The voucher can be use anytime in the next 3 months without any limitations. (Two vouchers unfortunately cannot be clubbed together)
  15. Returns fee structure. In case of customer shipping the return product, no shipping fee is charged. For Grista doing the return pickup, a shipping is charged to the customer that is deducted from the refund voucher. Onward shipping charges are not eligible to be returned. The pickup charge is as per the below structure
  • For orders below Rs 2500 -> pickup charge is Rs 250
  • For orders above Rs 2500 -> pickup charge is 10% of the order total