Cancellations, returns & damage

We do not accept change-of-mind returns or exchanges for correctly supplied handmade or personalised pieces. This does not limit remedies for damaged, defective, incorrect or materially misdescribed goods, or any rights available under applicable law.

Please contact Nehal promptly, ideally within 48 hours of delivery, with your order details and clear photos of the item, outer packaging and shipping label. Keep the packaging while we investigate. We strongly recommend a continuous unboxing video starting with the sealed parcel: it helps establish transit damage. A missing video does not automatically disqualify a valid claim; other evidence will be considered. The 48-hour request does not remove statutory rights.

For confirmed damage, defects or an incorrect item, Nehal will arrange an appropriate replacement, repair or refund, in agreement with you and subject to your legal rights. If a return is needed for an accepted claim, we arrange or cover reasonable return shipping. Please contact us before sending anything back.

Ask to cancel before dispatch. If the order has not been dispatched, the amount paid will be refunded. After dispatch, change-of-mind cancellation is not accepted; your rights for an order problem still apply.

Contact Nehal as soon as possible. Before work or agreed material purchasing begins, the advance is refundable. Once work has begun, any cancellation deduction must reflect reasonable work or non-recoverable materials already committed, be explained to you, and comply with applicable law. An advance is not automatically forfeited in every circumstance. If Nehal cannot fulfil the agreed order, the amount paid for the unfulfilled order is refunded.

Approved refunds are returned through the original payment method where possible; Nehal confirms the processing timeline in chat. Small hand-painted variations are part of the craft, but the piece must still match its agreed description. Material differences or faults are not dismissed as handmade variation.